Local Man gets Blood Sweat and TEARS from NETBANK , but not his MONEY
Written: Jun 16 '01 (Updated Aug 11 '05)
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Pros: Three Words: Class Action Lawsuit
Cons: The world most useless employees
The Bottom Line: After spending $105 to get a new ATM they sent me the wrong pin, I still have no money. Wait till Monday is the only answer they will give
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| jckatz's Full Review: NetBank |
DATELINE: Customer service line of NetBank Sunday 11:55 PM
Joseph C. Katz had been a very happy CompuBank customer for 2 years, until his bank was purchased by "the worlds largest Internet Bank", he vowed to transfer his money out, as soon as he changed jobs, because changing direct deposit was to much of a hassle. This was the first in a long line of mistakes that would soon lead him down a road of damnation.
Sometime the week before Sunday Joseph misplaced his identity wallet, a small light leather wallet that held: 1 credit card 1 ATM card and 1 out of state drivers licences. The lost went unnoticed and then ignored because of the fact, it was most likely in a pair of Jeans and when he did laundry he was convinced it would turn up. This was the second mistake that would lead him down the road to damnation.
During the week he took advantage of both his Credit Cards and his banks web page and made sure no unauthorized usage took place, convincing him it was only misplaced and not stolen.
After checking all pockets on every shirt and pants he owned and then after folding and putting it all away, Mr. Katz decided it was time to call his credit card and get it canceled. Mr. Katz it should be noted uses MBNA and is very happy with all the service he has received from them over the years. http://www.epinions.finc-review-5B00-D578737-39E90F68-prod1 after the call to MBNA a call was placed to NetBank. After waiting on hold for 40 minutes, he was told, "I will report your current card HOT, but you must request a new card VIA "BANK MAIL" . This reporter wonders what would happen if a person was on vacation and didn't have access to a computer with 128 bit encryption web browsers? at exactly 11:11:53 EST on Sunday 6/10/2001 a form letter was filled out using the 128 bit encrypted "bank mail" system, requesting a NEW ATM and requesting a PIN number. At 11:12:48 EST on Sunday 6/10/2001 a request was sent for the ATM to be shipped via FedEx, UPS, or any other next day mail service, and please send it to his work address, he also authorized them to have it deducted from his checking account.
TWO DAYS LATER a bank mail was received by Mr. Katz stating that his request had been received and it will be processed in the next 2-3 business days, but they were unable to ship it anywhere but his home address. Mr. Katz admits some very angry calls were made following this e-mail which did not include the cost of shipping, but he had noticed a $35 and a $10 debit from his account marked MISC. He was explained that the $35 was for FedEx and the $10 was for the card. Comments about that being expensive plastic may have been rendered harsher then he meant, but any regrets he had at the time have seen been washed away by following events.
The next day he received a Bank mail saying it went out. Mr. Katz was happy it was 2 days sooner than excepted maybe these angry calls paid off, upon returning home, the next day their was no package, FedEx had no record of any package, and NetBank was unable to find any tracking number. Angry phone calls were made, people were unhelpful so Mr. Katz took it to himself to leave a "Very unexceptedly hostile phone message on the CEO's voice mail". He does admit to trying to delete it but delete was not an option on their voice mail system.
The next day a call was received from NetBank, and once again they didn't have a tracking number but I would get it as soon as they were able to get it from their shipper.
The package would arrive Friday, Mr. Katz left a message on the door to leave the package with neighbors. FedEx because of the bank was unable to leave the package with anyone but Mr. Katz so left a message for him on his door. Mr. Katz following instructions called FedEx and arranged for Saturday delivery. The package did not arrive on Saturday after sitting at home and waiting he called FedEx and was told to go to their depot located in a city 30 miles away. At this point Mr. Katz was not angry at FedEx. Mr. Katz has had no money besides the kindness of Co-works whom lent him $20 during the week, and that was spent. So the nice FedEx person suggested taking a cab getting the ATM card and paying the driver then. Mr. Katz didn't know the phone number for any cabs so called 1-800-555-TELL and TellME.com connected him with a taxi service and he explained his problem, they said no problem.
The drive their was a pleasant 30 minutes spent in a hot car with no air conditioner. Upon arriving at FedEx he received the package with a LARGE YELLOW sticker saying Saturday Delivery. Too late now he let that pace and stopped off at the first ATM machine. It didn't work, he tried again, and again, then Mr. Katz remembered he needed to authorize it. It didn't say anything about authorizing it on the documentation because he remembered doing it the first time. He called the 888 number and authorized the card and tried again. Now instead of saying invalid pin the machine said UNAUTHORIZED. Maybe it was a bad machine, they went to another ATM machine Same problem.
Mr. Katz was now in a panic they are 30 minutes by highway driving 80 MPH from home, he has no money and his brand new $45 ATM doesn't work. He also has twice as much as the minimum balance in his account. He called the 888 number and waits on hold for 40 minutes at $0.15 a minute keep in mind, the meter is still running. While on the phone and listening to "your call is very important to us" panic starts to set in. Then fear. Then anger. Then more anger. Then More Anger. So when he is no longer on hold it takes a few minutes to calm down enough to convey the seriousness of the problem.
Passing motorist would have seen a ruined body sitting under a payphone on a dirty gas station parking lot, trying to understand why the universe was so insistent and ruining his life.
Mr. Katz then got NetBank to promise they would call the cab company and promise a direct deposit to them. Upon arriving bank in New York, this had not taken place so the taxi drive didn't get paid, for his 3 hours time.
Also upon arriving home Mr. Katz check all his bank mails found that he had the correct Pin number so he called NetBank again. Once again NetBank said ATM's take 24 to activate unlike ALL the information they sent Mr. Katz saying you can use it NOW . Mr. Katz tried to explain that NOW does not mean later it means AT THIS CURRENT MOMENT. The unhelpful customer service person found out that the card was ACTIVATED and all the information about 24 hour was a lie. A fax was sent to NetBank proving that the pin number requested was not the pin number on the card. The bank customer service operators insisted that only ACCOUNTING could solve the problem. ACCOUNTING would be open on Monday.
The world MONDAY took on an AIR of EVIL. When one needs help no, being told to wait until MONDAY, especially when the fault is 100 percent NetBank's being told nothing can be done until Monday, was unacceptable.
Mr. Katz also reports that getting NetBank to understand that their actions were unacceptable was a strain. When talking with Shelly a supervisor she admitted that she saw, "Nothing wrong with charge $45, to send a ATM card FedEx, and then send pin code later via United States Post Office. Even when explaining that an ATM card with out a pin number was as useless as a piece of plastic with out a magnetic strip, she insisted she would not feel ripped off. Mr. Katz was constantly impressed with the level of stupidity that NetBank manages to hire.
With one supervisor going by the first name of Amy, Mr. Katz was put on hold and left on hold of 2 hours until he gave up and called again, got put on hold, hung up, and called again. This went on until he was once again put on with someone that would tell him to wait until Monday.
It is questionable if Mr. Katz might have went to far on his next action, he dialed 411 and found the home number of a name by the name of D. R. Crimes, the person listed as CEO of NetBank. After dialing 1-770-(CENSORED), he felt a very angry voice mail at D.R. Grimes home address, mentioning the names of the supervisors that left him "with no choice but to take this action". When asked about this final step Mr. Katz says, "Well its not like I am going to stay with that bank after THIS, so what do I care if the CEO is angry at me?"
-------UPDATE-------------------------------------------
Mr. Katz,
Thank you for your contributions to Epinions. We really appreciate you sharing your opinions to help others.
A review you have written on NetBank is causing some issues with one of our partners. As you know, at Epinions, we value both positive and negative reviews. Thus, we would not like you to change any content in your review, but would appreciate if you could edit your review and
delete the home phone number of the CEO on your review. I don't think this will change the impact your review will have on other readers.
Appreciate your help on this, and we look forward to more reviews on Epinions.
Thank you,
Alexis
Community Care Manager
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Recommended:
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Epinions.com ID:
jckatz
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Member: Joe Katz
Location: chicago
Reviews written: 153
Trusted by: 74 members
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