I started with this bank many many years ago when it was originally Ohio Savings Bank in the Cleveland area. Eventually it became AmTrust and then New York Community Bank changed it back to Ohio Savings when it acquired AmTrust.
NYCB has been very poor. The phone service is ok, but not good. They have been incredibly slow to modernize their Web site, add Web services, and barely offer mobile access. At some point they even changed the URL, but the old one was still active. I couldn't figure out why I couldn't login to my account for awhile because they never posted a note or redirected to the new location. I had to call to find out about this and the rep said something along the lines of, "Well, we can only do so much." Way to set the bar at the bottom rung.
When I wanted to setup an investment account at a branch, the account administrator was late both times. The second time I waited about an hour and no one bothered to let me know what was going on.
I've stayed because I'm a sucker and I feel bad giving up on accounts I've had for so long, but I'm finally cutting ties. I'd advise you to stay away.
They never pay my taxes out of my escrow on time or for the right amount. This is the THIRD year in a row they did this to me. DO NOT DO BUSINESS WITH THIS BANK. You will spend hours with their incompetent "customer service" and get nothing accomplished except for high blood pressure. They NEVER answer their phones and NEVER get back to you. I can't wait to refinance and move my loan to a different bank. The next time I buy or refinance, I will specify the loan cannot be sold to NYCB!
Sure they put a few stale cookies out and some coffee but that doesn't make up for the horrible customer service. The manager is rude and patronizing. I choose this because it was close to my office but I would drive across the Island before I would put up with rude and unprofessional behavior. There are many more banks on Staten Island that offer superior customer service and greet you with a smile.
My mortgage was bought out by NYCB shortly after I refinanced in August, 2012. Between that time and December, 2013 I've had to talk with their agents by phone about 8 times. Every single time I have been treated rudely.
There is no excuse for this. I have dealt with banks and mortgage companies for over 30 years and most of them treat their customers pretty well, especially Chase. But not NYCB. They are condescending and rude every time. Which is the primary reason I decided to pay off my mortgage in total, which I did last week, so I wouldn't have to deal with them any longer.
We were unfortunate to end up with a mortgage with NYCB after we refinanced with a mortgage broker. Their website is from the year 1993, which makes it very difficult to manage our account or pay our bill online. Their customer service "professionals" sound like people who weren't good enough for the post office or the DMV. They are apathetic at best and incompetent at worst. I'm amazed the company is still in business, and I dread having a long-term relationship with them.