Contrarily to their advertising, I have found bank not to be customer oriented and competitive in this regard:
â?¢ Few ATMs, even some branches donâ??t have one.
â?¢ Outdated ATMs interface and features vice, e.g. no envelope free deposit, standard now for most banks today.
â?¢ Dysfunctional, although polite, customer service, lacking training to know what they can actually do or access and tools to resolve even simplest issues over the phone, requiring visit to a branch office with no regards to customer age or impairments, e.g. my 91 year old mother had to make to the branch office despite hours of her and mine conversations, begging and escalations with the customer service.
â?¢ Bankâ??s convenience considerations supersede by far customerâ??s ones, e.g. upon acquisition of Roma bank their ATM cards had to be replaced (very unusual in the industry, since not much effort required). Furthermore, Investorâ??s bank couldnâ??t keep pins in spite written promise to the contrary and no additional communication stating that pin must be changed (actually reentered). This is absolutely unheard in the industry; the standard is that pin attached to (travel with) accounts, not a card.
Would never use the bank myself or recommend to anyone.
I have to say this was the worst company for doing a mortgage through. They are sloppy, disorganized and the process has taken forever. It took months to notify us of any changes and despite submitting your paperwork in a timely manner they do not respond unless you ask for a status update. When they do they are constantly asking for additional information that they should have asked for in the beginning and after submitting multiple other documents. I will never recommend this company after my experience there.
Rude cashiers. They never say greet the customer that walks in. I have never heard them say "hello", "welcome", "thank you" or "goodbye" even if the customer does. They don't even look at you. They just take the money and deposit, do whatever they do and give it to you without even looking at you or saying anything. It's like they're doing you a favor for doing business with you. Mrs.Roula however (she's a blonde lady sitting in one of the cubicles, probably manager) is very kind and friendly. I have been in this branch about 5 times and if I could help it, I wouldn't go back.
They hit my deposit account with some new service fees and after I asked them to reverse them they refused, and that despite my argument that I had no knowledge of the fees and going forward I would not like to have this sweep service anyway, because it was useless to me. Finally, they reversed it after complaining to bank's President. & CEO, who by they way never replied the justification of charging these fees on my accounts considering respectable deposit balance I maintained with them
I am definitely closing my account here after 12 years.
1. Every time I travel abroad, I call all my credit cards and banks to let them know where I will be going and the dates I will be away. No problem with any of the cards, except of course Investors Bank. In 3 different instances I called them before going away and 3 times they cancelled my card for " fraudulent activity" while I was away. Besides the embarrassment of having your card declined (while having funds available) at the point of sale, I had to waste my time trying to resolve their mistake.
2. Bank made a mistake and charged me a fee. Spoke to a rep on the phone - with a patronizing attitude he treated me like a 3 year-old. Tried a branch - got a dumbfounded stare from a rep. Finally spoke to a manager of a different branch - he was able to see a mistake in a second after looking at a statement. 3 hours wasted.
3. Getting annoying pop-up on their site telling me to join Trusteer Rapport (some monitoring service). Not interested. Like all annoying pop-ups, there's no "not interested" option. Received a reply from the bank: "Thank you for your email inquiry. I apologize for the inconvenience this is causing you. Unfortunately the only option you have is to â??remind me laterâ?? or to install the Trusteer Rapport."
4. Less significant annoyances:
a)their requirement to change online passwords every 3 (or 6, not sure) months.
b) walk into a branch (not all of them) and you get a barrage of "good mornings" from every employee the second you open the door. If "being friendly" is what they are after, it is not. This has "corporate memo" written all over it.
After facing 3 frustrating months trying to close a mortgage with HSBC, I approached Investors Bank. Good communications from the start. There was no repetitive questioning. They took just over 3 weeks from start to closing. No stupid pre-conditions or conditions. I was impressed with their professionalism and competence.
I'd like to offer to some suggestions: 1) Please respond, as in the past, I've never got a reply. 2) smartphone using Android Browser get ERROR msg. #1516 when I attempt to Log In. 3) I created QR Scan, which works with Chase and even White Castle but Not with Investors Bank. 4) I've done Online Banking for over 12 years - this Bank is the Only one that is Troublesome. (ps) I also have public access setting, and I'm still Not able to use My smartphone to gain access after Secret Question. It just remains in constant idle mode or I get ERROR msg. #1516
After 10 years of this aggravation, I've recently opened another Checking Account in another Bank, which is Problem FREE.
Also, NO other online bank, in over 12 years has annoyed Me with a three month Password change.
I No longer recommend your bank to friends and family.
Your Bank Needs a complete Overhaul to compete with other efficient Institutions.
No reply necessary, as I Never get one anyway.
The customer service is great, they cannot do enough for you. However, online banking takes 6+ days for a payment to clear. ATM still needs a deposit slip and envelope while other banks no longer need the extra paper. Even though I've only been with them for approximately one month, I'm beginning to feel like I signed up with the "Buggy Whip" Bank. The online banking is reminiscent of the internet in the 1990's.
I posted my first interaction a week ago. After a lot of complaining, my loan officer cut me a personal check to compensate me for being overcharged. I'm torn on the rating, as the fact that it was a personal check is very impressive. I'm sticking with average because I ended up with the deal that we agreed to
Rates are competitive. Customer Service Reps are always friendly & professional. Problems are few & far between but are resolved quickly & correctly when they do occur. Have found this bank to actually make banking a pleasant experience.