The system changes which caused the incident that took place in late May causing delayed withdrawals has been fully resolved. We expect service levels to keep improving going forward as our new systems ramp up.
Posted Jun 23, 2020 - 16:47 EDT
At this point in time we are monitoring all systems and expect to close this incident early next week.
Posted Jun 21, 2020 - 22:41 EDT
As of 9:30 PM EST June 15, 2020 there remain less than 80 affected individuals, we have reached out to over 60 of those and are awaiting responses from these individuals at this point in time. Please note that we are trending to close this incident by the end of this week.
Posted Jun 15, 2020 - 21:59 EDT
We are continuing to investigate this issue.
Posted Jun 04, 2020 - 23:30 EDT
As of 11:30 PM EST June 4, 2020 there remain 123 affected individuals.
Posted Jun 04, 2020 - 23:29 EDT
As of 9:00 PM EST June 3, 2020 there remain 178 affected individuals.
Posted Jun 03, 2020 - 21:08 EDT
As of 8:40 PM EST June 2, 2020 there remain 223 affected individuals.
Posted Jun 02, 2020 - 20:37 EDT
As of 7:00 PM EST June 1, 2020 there remain 276 affected individuals and at this point in time we have reached out to approximately 200 of the remaining affected individuals requesting further information.
Posted Jun 01, 2020 - 18:55 EDT
As of 2:30 PM EST May 31, 2020 there remain 327 affected individuals and at this point in time we have reached out to approximately 150 of the remaining affected individuals requesting further information.
Posted May 31, 2020 - 14:35 EDT
This week we rolled out a new withdrawal processing system. Unfortunately, that resulted in a lot more withdrawals being pushed into a manual review then we had anticipated. We are currently contacting affected users and processing these as fast as we can. We understand that this may be frustrating, and thank you for your patience. There are currently 387 users affected by this incident.