The very first time I used bill pay on line...first Niagara deducted a $400's payment to National Grid as requested...It gave me a conformation number and they deducted out of my account....but never listed as deducted but yet my balance was void of $400....First Niagara as the bills were paid they bounced my account all over the place and took my direct deposit from taco bell and ate most of it for breakfast...When I tried to depute this they told me it was my fault and I should keep a register the way they do....I use Microsoft office to keep my banking record but that wasn't good enough for them..Then they proceeded to get nasty and say they can't control how and when the post office and National grid receives their mail?.....What???? it was supposed to be an electronic transfer....I just don't understand the nastiness....Customer service on the phone was even worse
While the people at my branch are great, the bank continues to make too many mistakes which costs me fees. They are reluctant to admit wrongdoing or to return those fees. The branch employees seem to be intimidated and do not push the issue. Most recently, the bank 're-deposited' an item that I had deposited and was returned. The funds were available the second time, but the bank did not make those funds available to me. They did not notify me and the online statement was hard to understand, showing a large balance. Every payment that I made from that account was covered by my overdraft protection, with a $10 fee (plus interest). When I informed the bank that I confirmed that the funds were available, after hesitating to admit that they had my money, they still refused to put the money in my account. Instead, they insisted that I just keep borrowing against my line of credit while they held my money for no good reason. This all caused some embarrassment for me with my customer. It took a lot of time on the phone to fix this problem. The bank still admits no wrongdoing and while I cannot see where it says so in the printed bank policy, they continue to do these things at their discretion. I would like to find someone who is trying to do something about this. Maybe a little publicity would help.
I have set up automatic transfers from savings to auto loan on a monthly basis. In august 2013, first niagara processed duplicate transfers. I caught this when i received my statement. Luckily i had enough in my savings account to cover it. Called customer service and they could not explain why it went through twice. Was instructed to delete the second recurring transfer that was now on my account (that their incompetent system created). I deleted the second transfer. Now i was paid ahead on my auto loan by one month. I just received my November 2013 auto loan statement and i see that there was no activity, meaning that my October payment did not go through. I checked online and it shows that the October payment had a problem/rejected. Called customer service and after being transferred to the online banking dept. Was told that they had a system problem on 10/25/13 and that no transfers were made. I asked why there was no notification to customers impacted and no system in place to correct the issue. All i received was an apology. Luckily i was paid ahead due to their screw up back in august but these issues are totally unacceptable. They don't seem to care how these problems negatively affect the customer from fees, credit score etc. Let alone the time the customer spends fixing their mistakes! Their attitude seems to be let's see if customers notice how incompetent our bank is. From day 1 i was not comfortable with HSBC becoming First Niagara from customer service to the sub par system. My options are to check my account daily or go elsewhere. I choose option 2.