Horrible Customer Service
Written: May 30 '06
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Pros: None I can think of
Cons: Horrible customer service
Bill pay keeps your funds in limbo
The Bottom Line: Avoid at all costs. Customer service is horrible, systems do not work properly. There are too many other companies available that provide a better product.
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| skarmozyn's Full Review: NetBank |
We tried Netbank several years ago because they received positive reviews and offered free bill pay. After yet another horrible customer experience, we will be switching banks.
First, their bill pay service keeps your funds in limbo for several days prior to delivery. According to Federal law, all checks are required to clear overnight. Originally, with Netbank, when you authorized a payment on Monday to a recipient, they would receive the funds on Tuesday. This changed somewhere along the line. Now, it typically takes several days. When we called about the delays we were informed that this is because Checkfree processes payments. The person was unable to tell us how long this took. Their suggestion was to make our payments earlier. From best I can tell, Netbank takes the funds out of your account immediately, hands the information off to Checkfree and several days later Checkfree processes the information. Netbank gets the float and you have no control over when payments are received. It is so bad that we now pay our bills two weeks in advance to insure that our payments are not late.
Our second bad experience was with a check that we deposited into our checking account. Netbank credited our checking account, but put a hold on $30,000 of our funds in our money market account. When the check was returned due to administrative issues, they then debited $30,000 from our checking account, but did not release the hold on our funds in our money market account. It took numerous phone calls, emails, and nearly a month for us to finally get the hold on the $30,000 in our money market account released. (The original check was redoposited and had long cleared by this point.) Everyone we spoke with had a different answer. Eventually, someone admitted that it was a flaw in their system.
The third issue surrounds a wire transfer. For reasons that their customer service people were unable to explain, their system locked us out of this functionality. We were then told it could take up to 24 hours for us to be given access. Their suggestion was to use Bank Mail-- their system for communicating w/ their customer service dept. We sent a bank mail and followed up with a phone call just to be certain everything was ok. The rep whom I spoke with said she received the info, but would not be able to help me because my wife was the only person listed on the account and she would need to speak to her to authorize the wire. First of all, it is a joint account. Second, we had not been informed of this requirement previously. Had I not called to follow up, I would never have learned of this issue. When my wife called back, she was told that using bank mail was not the way to send a wire transfer, and she was given another phone number to call because it was not possible to transfer her. When my wife called the number provided, it belonged to another company.
Just another typical Netbank experience.
Recommended:
No
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Epinions.com ID:
skarmozyn
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Reviews written: 1
Trusted by: 0 members
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