This bank might just be the worse bank anywhere.
I had an old AmTrust on-line bank account with a very minimal balance ($1.43 of residual interest after I had withdrawn all funds from the account years ago with the intent of it being closed). AmTrust was a decent operation and never charged any kind of account maintenance fees. Apparently, NYCB acquired AmTrust's accounts and then without notice they charged a $10 fee of some kind to the account. The first I knew about it was when they sent a letter telling me I was overdrawn on the account and that they were going to notify credit rating agencies, etc., etc. Had they simply notified my about what they were planning to do, I would have asked them to close the account - no problem. Instead, they claim I'm overdrawn, owe them money ($8.53) and threaten me.
Several calls to their customer service were useless in resolving the issue. Their customer service reps basically acknowledged that the situation was screwed up but they couldn't do anything and suggested that I had to write a letter to the "Retail Operations Department" to beg forgiveness for the fees and ask them to close the account.
I sent a couple of letters certified mail complaining about their handling of the situation and I finally got a letter saying they closed my account and saying they credited the account to bring it back to zero (in other words, they kept the $1.43 balance). There is no acknowledgement that they ever received my letters or that their letter is in response to my letters - so who knows what if anything they did with the credit agencies. Their letter goes on to say what wonderful products they have and invite me to call their Customer Contact Center "so we can provide you with the exceptional service you deserve". Seriously, that's what it said! What a bunch of fools. It's amazing to think that organizations this dysfunctional and out of touch with their customers actually manage to stay in business.
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!