Charter NONE(or the merger from Hell)...Things keep getting worse!
Written: Apr 07 '00 (Updated Jul 13 '02)
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Product Rating:
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Pros: none
Cons: everything
The Bottom Line: Charter One Bank doesn't seem to value their customers. Too many mistakes, too many hours on hold. The pits!
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| jenb123's Full Review: Charter One Bank |
Though I originally posted this negative review more than two years ago, we must be gluttons for punishment. Why? Yes, they keep screwing up. I'm leaving my original review unaltered, only adding new information at the end.
If this bank doesn't make things right immediately, we will most definitely take our business elsewhere once and for all...
Recently, Charter One Bank merged with our current bank, St. Paul Federal. After 6 years as customers, we’re ready to take our business elsewhere. Why? Let me count the ways.
The check printer knew more...
You might assume if your bank changes your account number, they would inform the customer, right? Not Charter One. I received an order of checks and inspected them for accuracy. The account number appeared wrong and I angrily called the printer who informed me that the bank changed our account number. Apparently during verification, Charter One let them in on this information, but never bothered informing the accountholders.
I called the bank to ask when the change took place and if there would be problems with checks yet to clear bearing the old account number. I was informed I had less than a month to make sure to use the new account number. I contacted companies I authorized for ACH payments with the information, yet some had difficulties obtaining the funds.
Guess what? We changed your account number again!
Yes, again. After ordering several boxes of checks to keep us stocked until next year, I received 50 complimentary checks with yet a new account number. No effective date, no real explanation beyond ...it was necessary to change your account number... and a very small check supply. I have several hundred useless checks now, no idea how long my existing checks are being accepted and I now must order new checks. We now have a low check number, ugly checks, confusion and an added expense. I tried to call customer service several times with no luck. No recorded information, no customer service representative answering, nothing.
Hey, a good feature! Well, almost...
A week or so ago, we were issued new MasterMoney debit cards to replace our Cash Station ATM cards. The letter offered incentives for using the card and mentioned that our old cards would no longer be active.
Today was the changeover, and guess what? The new card did not work! My husband had to go to the bank to finish the transaction, less than convenient. After making a deposit and a withdrawal, suddenly 1500.00 vanished from the account. About an hour later, it reappeared, but the incident makes me uneasy.
In addition, our account requires that transactions be completed via ATM. More than two monthly teller visits and we pay a service fee. We were happy with this plan since we use ATMs often. There are a number of local ATMs owned by our bank, to avoid fees we are to use them. Guess what? Using a bank owned ATM, I saw a notice of a service fee upon inserting my card. I canceled the transaction, but have been unable to reach customer service for an explanation.
Charter NONE in my book
In the past few months, our account number has changed twice, we’ve wasted money on checks, wasted time on hold and have yet to be assured our NEXT check order won’t have to be disposed of. Lack of organization, information and explanation has made me lose faith in our bank. Since the merger things have gotten more confusing and irritating from fluctuating balances to account number roulette. Not having accurate account information and the threat of being unable to easily access funds does not appeal to me. Simply informing customers in an efficient and timely manner would have prevented much of the trouble we’ve had. Compensation for useless checks and fully functional debit cards would be nice as would being able to speak to someone.
So to those looking to open an account, steer clear of Charter One. Should they merge with your current institution, take your business elsewhere. I shudder to think how many checks might have bounced the first time our account number changed without notice, this whole experience has been a major headache.
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Could things get worse?
In June of 2000, we drove from Chicago to Walt Disney World. We had minimal cash and some travelers checks, but planned on using our MasterMoney Cards for hotel charges, gas and some meals.
This was back when Epinions paid very well. Yes, In less than 6 months on Epinions, I made enough for Disney World...
But as I was saying, we planned to use our cards. We each had a MasterCard and both deducted purchases from our checking account. Our account was well funded for the trip.
After driving 1200 miles, we arrived in Disney World. It was a Sunday. We checked in and our cards would not work. Mine was declined. Thinking there may have been a mistake, we ran it again, even running my husband's (the card numbers are different). No dice.
Thankfully, they accepted a check. But no one from the bank was available on a Sunday. What's worse, the ATM was only giving us $100.00. That was unreal. There was no withdrawal cap, this was frightening.
Had we not had some cash and a few travelers checks and had the hotel not taken the check, what would we have done?
On Monday, I got in touch with the bank, got no real explanation, but my card began to work properly. Since we were on vacation, I let it go and enjoyed myself.
After that, things were not too bad. Until May of this year.
Yes, things got worse...
Due to an incident with some toxic mold, we unexpectedly and quickly moved at the end of May. Though we stayed in the same area, we still needed to change our address with the bank and so on...
I called the customer service line and had the address change processed. Everything was hunky-dory, right?
No way.
Some moron in some department did not process the information properly. Little did I know, my next online purchase would not be approved because someone didn't do their job. When I found a steal on a digital camera online, I ordered it.
The next day I got an email telling me my card was declined. It seems the billing address didn't match my shipping address. And the camera was sold out by the time everything was straightened out.
Today, however, was the icing on the cake.
Like many, last weekend I ordered from YouCanSave.com and had my order suddenly cancelled without notice.
They decided to bill my card anyway and I was unable to get any customer service responses to refund the charge. I contacted the bank who told me to come in and fill out a form.
I took my kids, my card and my cancelled order to the bank. We filled out some paperwork, I even noticed it was documented that I had the card and that only the one charge was unauthorized.
They told me the money would be back in my account in about 10 days. NOTHING was said to make me think this was not yet over...
I went about my business, used my card for a couple of days until yesterday I went shopping with my sister. I was nowhere near my home and since I was waiting for new checks (with my new address) to be delivered, I had my card with. Nothing else.
I found the shoes...I found clothes...I went to pay...My card was declined. I ran to the ATM to get cash. My card was "unauthorized" according to the machine.
Grabbing my cellphone, I called the toll-free number and figured I would be okay in no time. Then I sat on hold off and on for more than a half hour.
This is what I was told: "The lady who put a hold on your card went home for the day and no one else can remove it."
I was told the problem would not be solved until Monday.
The weak branch...
Broke and with a nearly empty gas tank, I headed to the nearest branch hoping to get a better explanation and/or a solution.
There I was told that my card had been completely disabled. Never mind no one thought to tell me this was routine. What about the large birthday order I placed at The Wiggles Online Store? They are in Australia, and since my card will now be declined, my order will not be processed or shipped in itme for my daughter's birthday.
What about my Speedpass that is billed to my MasterCard? Automated bills? This is not a good thing.
But wait, there's more...
I then expressed concern over a purchase I'd made with my card that I needed to return. The store policy is to credit the card used to make the purchase.
My card, the bank explained, is no longer valid. Gone. Obsolete. Buh-bye. The number no longer exists.
The bank says the credits will go though. The card is no longer in the system, so they say, but a credit will post?
If the card is invalid, how can that be?
I then called the gentleman who originally filed the complaint. He was too busy to come to the phone. Through another employee, I tried to figure out why this all happened.
I was told that he was as surprised as I was and that I wasn't "told" the card would be disabled because he didn't know.
Is that not covered in training? Hello? These people handle MONEY. They can't possibly be that out of touch, can they? I'll never know because I didn't get to talk to him.
The go-between on the phone then says "Come see the manager tomorrow...Oh, tomorrow is Saturday."
"Well," I ask "will he be in on Saturday?"
He says, and I swear this is true:
"Maybe. He has been known to stop in on Saturdays."
So now I can come in and hope to "catch" a manager?
Oh, by the way..
I once lost a card and had to have a new one ordered. I did it by phone and it took 10 days. Mr. Go-Between on the phone says I'll need to "Come in and order a new card."
They cancelled my card and didn't tell me? No one has ordered a new one thinking maybe the old one should be replaced? And now I must come back in again?
I plan to call again Monday morning and if they don't do something to remedy the situation immediately, we will be closing our account and going elsewhere.
Stay tuned for more fun on "As My Stomach Turns" the continuing saga of my banking woes. AVOID Charter One. Ignore their promises and "offers" as they do not deliver.
Recommended:
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jenb123
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Location: IL
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I'm tired
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