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My girlfriend and I purchased a house, and as anyone could guess this bank bought the mortgage. Not only have we found out that they impose a fee you if you don't make deposits every single month, but they also ask you literally 20 different times to verify who you are when you try to make one, single transaction online. Today, for example I tried to extract the excess money that was left over in my account (because we pay a small amount over the monthly mortgage cost each month) and transfer it out of their account and into my main bank account. I was asked for my user id, password, city that I was born, they forced me to regurgitate the security code that they sent to my email, then they made me enter not only the card number on the front of the check card, but the security code on the back, and then after all of this, I ended up having to funnel the money over to my credit card at my other bank through BoA's bill pay option just to get my stinking money back. Their nickle and dimming practices are borderline illegal.
I currently have a State Farm insurance policy and am very happy with both my rates as well as their customer service. I also recently received a defensive driving discount. In 2011 I was rear ended by someone with State Farm. I wasn't hurt and the damage was minimal. I was very satisfied with how fast they offered to repair my car at the Ford dealership which is very expensive and they also agreed to pay me an additional $750 for the personal inconvenience. In 2005 my car was parked and hit by a State Farm customer. An adjuster came to my work the next day and printed a check right there on the spot. The check was for more than the repairs actually cost me. In 2006, I switched to State Farm for my autos. Last week my car was broken into and my laptop bag was stolen along with a few other minor items. I called my agent on a Monday, the adjuster called me the following day and a check was in my mailbox by Saturday. I call around and get quotes every year to make sure I'm not paying too much. I'm still getting the best price compared to the other top 5 major companies.
I've gone through my share of banks over the years trying to find the right one due to customer service issues. SRP is a southern credit union which there are many of which makes it very convenient. Although they don't have any fancy apps which I'm a fan of to keep track of your financial activity their customer service is second to none. I can go there on my lunch break never worrying about being stuck in a line and knowing I will get personalized service. They know you by name and you're treated as part of a family not as just a customer. Definitely a credit union I would strongly suggest to others.
I must the unlucky one compared to most of the people on here. I originally had Sovereign Bank before moving and decided to make a change of banks as part of my move. I feel like they can care less if they get my business, are generally disorganized, and i can't stand the fees. I could sometimes find myself waiting in a branch for close to 15 minutes just to make a deposit or withdraw. That's ridiculous. Their telephone customer service isn't any better either. I was often on hold to the point of giving up. I know banks are there to take your money but it makes it harder to give it to them when they treat you so poorly.
I recently relocated to South Carolina from New Jersey where I was a customer of USAA. While I was big fan of the great customer service USAA provided, there weren't enough branches locally so I began doing my research. Friend after friend suggested TD Bank so I decided to take the leap and I'm glad I did. From the second I signed up I appreciated the genuine positive attitude of the bankers and have already used their online customer service module. Some banks are still behind the times when it comes to online banking but TD seems to be one step ahead which is important with me. Not only that but I recently got a smart phone and downloaded their online banking app. It allows you to basically do anything revolving around your account except for taking money out of the atm machine. If you're looking to change banks or just looking for your first I would strongly encourage you to try out TD Bank. From the service you get online to the service inside a branch, it's all there.
My first bank was Wachovia (Wells Fargo). I see it having a high rating on Wallet Hub but I have to disagree. One thing that's important to me is customer service and I just didn't get it out of them. I was often on hold for over 25 minutes in an emergency situation, I wouldn't be given the option to talk to a supervisor, and was often never given the benefit of the doubt. I have an outstanding financial history but at times they treated me as if I was wrong from the start when it involved illegal use of my card. I know not everyone can have great customer service but this spun me the wrong way. I got out before the transition into Wells Fargo so I don't know if it has changed or stayed the same, but for the benefit of others I hope it has changed.
I was originally a Washington Mututal customer which then became Chase. I was very reluctant about the transition but it actually paid off. I am a big fan of online customer service options and Chase provides you with that. You get prompt responses, and the same goes with over the phone. I've always had pleasant experiences inside the bank environment as well. I've since moved on to a different bank but it wasn't due to lack of customer service or support on their end. I'd definitely recommend Chase.
USAA has been a breath of fresh air for me. I have gone through two banks including Bank of America and WAMU. This has to be the best customer service I've dealt with yet. Although there aren't any branches locally they have self-addressed/stamped envelopes that you can mail in deposits that are processed in a timely manner. If I ask a question through their web mail platform I always get a response within a day. They are also very friendly on the phone. I've had mistakes made which they were more than happy to overturn. You can never find that at one of the bigger banks. I got on board before they became as big as they are now but that hasn't changed how they help customers. USAA all the way!