Poor customer service, Illogical procedures
Written: Oct 07 '07
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Pros: Good interest rates, website features
Cons: Deplorable customer service, illogical cumbersome procedures, not suited to overseas use
The Bottom Line: Others have comparable interest rates and much better customer service. This bank is a pain in the butt, avoid it.
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| crabtfn's Full Review: Everbank |
I returned recently from a three week trip to Italy. While there I had the unfortunate experience of having my money belt stolen, which contained my Everbank Debit card. This was particularly unfortunate because I had placed funds in my account for my expenses on the trip, and planned to use the debit card for most of my cash withdrawals while overseas.
After losing the money belt and card, I immediately contacted the Visa organization to have the card canceled. In my Rick Steve's travel guide, it mentioned that most banks will replace a lost or stolen card in a few days in such a situation (that is one of the reasons they recommend using a debit card overseas).
I looked at my wifes copy of the stolen/canceled card and discovered that there was no number that could be called internationally, only a USA 800 number. My other credit cards have alternate numbers to call from overseas. After much difficulty searching the internet and dealing with the complications of foreign calling cards and the Italian phone system, and time differentials, I reached a live person with Everbank, only to have the call dropped in a transfer. After some more attempts and transfers, using up a couple of international phone cards, I finally wound up talking to a customer service person. After explaining my situation, the person told me that basically there was nothing that could be done to restore access to my funds. I asked to talk to a supervisor.
I again attempted to explain my situation to the "supervisor" who responded. He was an extremely rude individual. He kept trying to talk at the same time I was attempting to explain my problem, I don't think he ever really understood. I don't know how this person ever became a supervisor of anything. I finally told him to "shut up and listen". He became even more rude and threatened to hang up. He was less than no help at all. All he suggested was "just use another credit card".
I wound up being more disgusted with Everbank than with the person who stole my money pouch.
The customer service at Everbank is deplorable. Their procedures are inconvenient and inflexible. In this case they were totally unworkable. It caused me a great deal of lost time and anxiety over several days. I have encountered several other instances of cumbersome, illogical procedures with Everbank previously. Their procedures are not designed with customer convenience or satisfaction in mind.
I have closed out my Everbank accounts. Their interest rates are pretty good and I like some of the features of the website, but other online banks have interest rates just as good and much better customer service.
Recommended:
No
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Epinions.com ID:
crabtfn
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Reviews written: 2
Trusted by: 0 members
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