This week, the MyBankTracker team switched things up and took the chance to review our own banking experiences instead of making you guys do all the heavy lifting.
Simon: I, very fortunately, haven’t had a bad banking experience. My best one was when I was in college in 2005, and I had incurred an overdraft on my student checking account with Bank of America.
If I could deposit money into the account before the item was charged to the account, I wouldn’t incur the overdraft, but because I didn’t have enough time, I was going to incur it. But since it was my first overdraft fee, Bank of America waived it, and I didn’t ask them to waive it, so that’s why it sticks out in my mind.
Amy: Can’t give them too much credit for that one! It was your first overdraft and it was on a student account at that!
Claire: My best experience has got to be with Ally Bank so far. I couldn’t get on the website to complete a transaction, and when I called, the customer service rep was apologizing profusely. I almost wanted to say, “It’s okay! It’s not your fault.”
They handled the transaction over the phone and the rep was super nice.
My worst experience was probably with Chase years ago. The phone call I had with their customer service rep was one of the worst phone calls ever. I think they outsourced their customer service to the Philippines, so the connection of the call was horrible, and I couldn’t hear or understand anything that was going on. It was painful.
Amy: Guys, these are so tame compared to my own worst banking experience.
About two years ago, my dad was banking with HSBC and one day he noticed that a huge chunk of money was gone from the account, about three-four thousand dollars. We went to the branch to try to figure out what happened, but they directed us to call their customer service center. Bad sign #1.
I talked to people on the phone over the course of two weeks, each time getting directed to a different department and promises that they would “get back to me” after they “investigate the case.”
To make an extremely long story short: after numerous exchanges with customer reps over the phone and many branch representatives that kept directing us back to their customer call center instead of figuring it out themselves, a branch manager got roped in to investigate.
Once she did that, she figured out that money from my dad’s account was accidentally sent to someone else. That’s right! Our money got sent to someone else.
What had happened was that our account number was similar to another customer, and in the process of transferring money, a digit in our account number was dropped, which made the new string of numbers the account number of another customer, hence the wrongful transaction.
To this day it boggles my mind that a bank with billions in assets that has spent an unmentionable amount of money on technology and infrastructure could have allowed for that to happen.
I helped my dad close his account immediately, and I actually really regret that we didn’t take legal action, because I’m sure there must’ve been a case there.
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MyBankTracker readers, what was your best and worst bank experience? Tweet us @mybanktracker! If you haven’t done so already, leave a review for your bank in our review pages!