Rodger M Lhy

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Lack of customer service to make your banking experience easy

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This financial institution has for the past 4-5 years decreased their customer service to its customers to the point they admit to them to "get lost." Start at the beginning. At one point banking by phone using their automated service was simple, quick, and easy. For instance, if you have overdraft protection on your checking account you would just call the automated service and pay it off. You got an amount to pay off plus the interest and did it. Then their IT department made the automated service set up so you could not find out what your interest was on your overdraft and you had to call a customer service person and wait on hold til they picked up and sometimes they had to put you on hold again for someone who could help you. Then you could make the payment. Now the IT department set up their automated service so you can't even transfer a dime to pay off your overdraft, you wait on hold for help, and sometimes again the person has to transfer you to another person capable of helping you with your transaction. I brought this up a number of times to management at the bank and they were unaware that this was even a problem or that it was happening in their automated service!!! My last experience took over 25 minutes to complete and had enough. So a supervisor calls me back and tells me that respect to their personal and bank was needed and I should just "get lost and move on." Point #1 the guy probably has no clue to the changes that IT has done to their automated phone system that makes banking difficult, time consuming, and now eliminated. Point #2 Most important, "Why make it difficult to take money from your customers." What school of banking is that! #3 Shouldn't your banking personal be helping people with real problems instead of creating them. Banks make money through loans and investments. They have enough problems at times collecting what is owed to them. Again, why make it a pain for people who willing want to pay them! If I could move my home loan I would leave. Period. But what bank has management tell its customers to "get lost" and not look into the problem which has been presented to them. One more thing at Altra, I have had my checking account purged twice, so I do not online bank. My prize is forced paper statements at a $3.00 per moth service charge for not banking online.
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  • Nice people at the bank itself
  • People at the bank itself are really nice and helpful
  • Management telling me to get lost with no clue to the problem
  • Phone customer service & management no clue to their shortcoming

Preferred solution: Make your automated phone banking work for the customer.

User's recommendation: If you like to be told that no matter how hard this bank wants to make your experience difficult and then tell you to "get lost" then this is the bank for you.

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