City National Bank

All of my responses to this complaint are in BLUE In July Tokay Heating & Air installed a new Air Conditioner in our home and since they recommended changing out the heater as well, we did soThe owner talked the business up promising superior product and service, but what we have experienced is just the oppositeFirst of all it was promised that all heating/air ducts would be checked and sealed, this was not done and when we called Tokay for this to be accomplished, their service guy *** called us back instead and read my husband the riot act, (we did not read a riot act to her husbandIt was my fault for not telling the installers to seal the ductingWhen they were out there they did check some of the ducting and found it already sealed so they left it that way and it would have passed title with flying colors but I did tell the owners I would seal it and I sent my installers back to seal over the seal that was there) before coming back out to perform the taskThen, later in early November when the cold snap started we tried to turn on the heater and it would not work(Nov 2nd Checked system all was working to specs) We called again, (Nov 17th we adjusted gas pressure and all was working to specs) this time [redacted] came out and stayed about minssaid the gas was too low so he opened the valve all the way and left saying it was fixedThe heater would not come on the next morning we called again, (Nov 20th [redacted] forgot to turn on the gas line after he made adjustment on the 17th) he came out again this time we mentioned the noxious fumes coming out of the flue they installed, and he told us it was normalSaid he fixed it again (fine tuning to the burner) and leftWe could not find anything unusualThe heater never worked properly, took hours to heat up the house in the mornings or anytime we turned it on [redacted] came out at least four more times each time claiming the fumes to be exhaust (they made me sick to my stomach they were so st***g) and the heater was functioning normally - it was not! On November 27th, another service guy came out saying there was nothing w***g with our heater and that the owner [redacted] had said that this was the last time he was coming out for "free" (She misunderstood what the Tech was telling her and I emailed her to reassure her that was not the case and that she had a year labor warranty and a one year service maint and that all this was on the contract and she replied back in an email to thank me for letting her know) although he gave us a years service contract, not to mention his contractual liability to do so in the caseSo, I began an email correspondence with him concerning the matter and received nothing but denials from him and we actually total us we were crazy and that "it was impossible" for gas to escape from the flue(I NEVER said they were crazyI said that all the burners were ignited in both stages and were working and flames were entering the burners in a concealed chamber and the fuel was in a combustible state in the burners and coming out of the flue normal) On Dec5th I went to turn on my stove to cook dinner and we were totally out of propane (something that has never happened in the 20+ years that we have lived here) and we had just had it refilled Nov9th and in all our years here, that would have lasted us until at least March, but had only lasted less than and month, because of the furnaces spewing out unused propane to the tune of at least gallons in less than two months(I explained to them that this was not unused propane if it was then there would have been an ignition of the gas inside the chamber and no signs were found of this.) We are a retired couple on a fixed income and could not afford a nearly $1,propane bill for less than two months! I continued to ask [redacted] for help without response until Dec19th and he came back out with [redacted] and another service guy they tested the unit for quite some time and couldn't find the problem and just before they left he sent [redacted] up to the roof tp check the gas fumes and low a behold they found out we were right they were coming out of the flue(There was not raw gas coming of the flue all the fumes were in a combustible state then we checked the gas pressures in the heating unit and this time we found the hi stage in the gas controller malfunctioning we then contacted the MFG tech support and informed them of this problem and they recommended replacing the gas controller.) He quickly gathered his things and his crew and left, saying they replace the heating unit and they did on Dec22nd, later stating that it was a gas valve problem and they'd fix it and sell it to someone else! (We stated to the owner on the day we check the heater and after talking to the MFG tech support that the gas controller was bad and I was informed to replace the gas controller by the MFG but I did not want them to feel in the back of their minds that the whole heater was bad so I wanted to replace the entire furnace so they will feel at ease in the future and I convince the MFG to send me a new heater and we replace it Dec22nd and destroyed the one we took out and recycled it) In all the time dealing with the problem we kept begging that they check for gas leakage and they never brought their meter, because [redacted] the owner arrogantly and steadfastly refused to believe it as leaking propane, (Same response as above (We stated on the day we check the heater and after talking to the MFG tech support that the gas controller was bad and I was informed to replace the gas controller by the MFG but I did not want them to fell in the back of their minds that the whole heater was bad so I wanted to replace the entire furnace so they will fell at ease in the future and I convince the MFG to send me a new heater and we replace it Dec22nd and destroyed the one we took out and recycled it) All propane was in a combustible state while the heater was running and never was there propane leaking in the furnce or it would have been detected)All testing was done at the heater in all the times we were there and we could not find any propane spilling the heater unit in the garageI even reminded them in the email prior to them doing so, to bring the gas tester on the last service call, as we had asked all alongBottom line: We had to experience rude, dismissive and indignant treatment by both [redacted] and his service staff after paying him in excess of $11, We also, over heard them poking fun of us while they replaced the heater, We froze for two months in freezing and near freezing temps, (The heater never stopped working but according to the owner took a while to reach temperature they acknowledged this in their complaint where she said “The heater never worked properly, took hours to heat up the house in the mornings or anytime we turned it on”) had to forego Christmas this year because of excessive propane costs, and am arthritic and can barely walk now because the extreme cold in my own home (The heater never stopped working but according to the owner took a while to reach temperature they acknowledged this in their complaint where she said “The heater never worked properly, took hours to heat up the house in the mornings or anytime we turned it on”)and [redacted] refuses to even repay us for the excess propane outlayDisheartened and in pain in Acampo this year! Complaint Product/Service: New heater & air conditioning Purchase Date: 7/19/Problem Occurred: 7/21/Model: Account Number: [redacted] Order Number: same Talked to Company: 10/27/Talked to Company (2nd): 12/19/Name of Salesperson: *** [redacted] Purchase Price: $Disputed Amount: $ Desired Settlement: Refund of approximately $1,for excessive propane gas bills for both used and expelled raw propane from the defective heater unit and payment for resulting damages for emotional and physical (see complaint) due to the business owners ( [redacted] ) total refusal to check for the raw gas escaping onto our roof & into the air, plus into our garage for nearly months of asking him to do so, only because he said that "it was impossible"There was NEVER and I say NEVER any propane in the garagePlease see response in complaint As for a refund that would have to be handled by the MFG and I did send her an email with the support desk number to request what she is asking forIt was a MFG defect on a part that we found on Dec 22nd and no signs of this part going out in all the other times we were out thereAfter much discussion and emailing on the subject he finally relented and found out we were right, although I had to push him and remind him to bring out a gas detector' In what can only be construed as sheer arrogance, he has never apologized or even acknowledged his stubbornness or rude behavior for what has been a prolonged denial of the truth and seems to foster this attitude in his service staff (Not true concerning an apology here is an email I sent on the 27th of Nov in response to her emailI have NEVER been rude to her or any customer in all my plus some years in this businessEmail sent here belowI'm sorry for the misunderstanding about where you mentioned (that you will not be sending anyone else out for service from now on)Jesse was mentioning this particular issue since we have been out there on several occasions and came up with the same conclusion every time we went outWe honor all our contracts with the thousands of customers we have and you are part of thatLet me assure you that we are a company that has been around a long time with a reputation that is far beyond many other companiesI must say I do take offence with these words ( [redacted] told us he'd forgotten to turn the gas back on to the heater that Friday night, maybe on purpose, I can't say for sure, but his attitude makes me suspicious, as does yours) With all this said we bent over backwards to find a solution to her complaints and finally after we finally found a problem we went beyond and replaced her entire heater when all we had to do was replace the gas controller but I felt concerned for her in the back of her mind that she would always think there would be other problems with the old furnaceSometimes on rare occasions things like this happen and companies have to return several times to find a solutionI fell we did and went beyondI am not responsible for the defect in the part that went out that is the responsibility of the MFGBut I am willing to send a $check if this will help This will be my final response to this complaint and my final email as now I feel I am being harassed by the home owner by the MUTIPLE emails I have received from her on several occasions on Christmas EveI am sorry this has happened and we strive to go beyond to find a solution when problems like this ariseI hope The MFG will be of help to you

In response to Mr [redacted] 's rebuttal, all I can say is that his remarks are not true Without revisiting all I mentioned to date [both calls and emails well over a dozen], I can only point out that in his very first remarks about the air vents or ducts, he is completely incorrect, our problem wasn't with him having failed to tell [redacted] about it, but rather that [redacted] had insisted he had done the work when we knew he hadn't & the call to my husband was him relentlessly insisting he hadAs I have already said, we could hear [redacted] in the attic and he only went from the closet crawl hole to the other end where he installed the vent and right back So you see we believe it is he who misunderstands - not us.I could mention more, but do not care to belabor each issue line by line, because I have already done this adequately But want rather to address the major issue, that he without any regard, put us danger for our lives and property, and then left it like that for nearly two months All while treating us rudely and with care!Since filing my my original complaint I have had the opportunity of speaking with two other HVAC contractors and the one thing they both confirm that is that if gas is smelled the first thing you do is to test for it and where it is coming from, not the last thing you do! One is my niece's husband, having some years running HVAC service and he added that this was quite a serious situation and that he was surprised we're alive!We complained about gas smell and noxious odors from the 2nd service call the second week in Nov- clear through until Dec22nd., while ***, [redacted] and [redacted] kept insisting that it was impossible! We even stood outside right below the vent blowing with [redacted] once and [redacted] on at least occasions and them insisting it was only exhaust [redacted] being flip at one point saying we should "call [redacted] *", knowing we are on propane! When I badgered [redacted] enough they finally came out Dec18th to check on it and after a long while, they were about to leave when they were reminded to check for gas with the meter that I reminded them to bring This resulted in both [redacted] and [redacted] stating it showed gas present in the exhaust fumes but they said their meter could read how much was present [redacted] hurried off no apology and said we'd have a new heater the next day, although I wasn't until Dec 22, that they installed a new unit It should be noted that as of today's writing we've have nor problems with fumes or odors and are back to our propane usage.We did have had to refill our propane for the 2nd time this month, so the the reimbursement for this has gone up another $($462.00) My propane supplier has been kind enough to give us a written statement to the effect that our average winter usage is gallons per day and that we have been using gallons per day with the new heater He further went on to state it "put the [redacted] s at risk of injury and loss of personal property", Copies of this statement and supporting emails may be furnished at your request [redacted] - 1/2/18t to the effect that our average winter usage is gallons per day and that we have been using gallons per day with the new heater He further went on to state it "put the [redacted] s at risk of injury and loss of personal property", Copies of this statement and supporting emails may be furnished at your request [redacted] - 1/2/

All of my responses to this complaint are in BLUE  In July 2017 Tokay Heating & Air installed a new Air Conditioner in our home and since they recommended changing out the heater as well, we did so. The owner talked the business up promising superior product and service, but what we have...

experienced is just the opposite. First of all it was promised that all heating/air ducts would be checked and sealed, this was not done and when we called Tokay for this to be accomplished, their service guy [redacted] called us back instead and read my husband the riot act, (we did not read a riot act to her husband. It was my fault for not telling the installers to seal the ducting. When they were out there they did check some of the ducting and found it already sealed so they left it that way and it would have passed title 24 with flying colors but I did tell the owners I would seal it and I sent my installers back to seal over the seal that was there) before coming back out to perform the task. Then, later in early November when the cold snap started we tried to turn on the heater and it would not work. (Nov 2nd Checked system all was working to normal specs) We called again, (Nov 17th we adjusted gas pressure and all was working to normal specs) this time [redacted] came out and stayed about 5 mins. said the gas was too low so he opened the valve all the way and left saying it was fixed. The heater would not come on the next morning we called again, (Nov 20th [redacted] forgot to turn on the gas line after he made adjustment on the 17th) he came out again this time we mentioned the noxious fumes coming out of the flue they installed, and he told us it was normal. Said he fixed it again (fine tuning to the burner) and left. We could not find anything unusualThe heater never worked properly, took 5 hours to heat up the house in the mornings or anytime we turned it on. [redacted] came out at least four more times each time claiming the fumes to be normal exhaust (they made me sick to my stomach they were so st[redacted]g) and the heater was functioning normally - it was not! On November 27th, another service guy came out saying there was nothing w[redacted]g with our heater and that the owner [redacted] had said that this was the last time he was coming out for "free" (She misunderstood what the Tech was telling her and I emailed her to reassure her that was not the case and that she had a 1 year labor warranty and a one year service maint and that all this was on the contract and she replied back in an email to thank me for letting her know) although he gave us a years service contract, not to mention his contractual liability to do so in the case. So, I began an email correspondence with him concerning the matter and received nothing but denials from him and we actually total us we were crazy and that "it was impossible" for gas to escape from the flue. (I NEVER said they were crazy. I said that all the burners were ignited in both stages and were working and normal flames were entering the burners in a concealed chamber and the fuel was in a combustible state in the burners and coming out of the flue normal)  On Dec. 5th I went to turn on my stove to cook dinner and we were totally out of propane (something that has never happened in the 20+ years that we have lived here) and we had just had it refilled Nov. 9th and in all our years here, that would have lasted us until at least March, but had only lasted less than and month, because of the furnaces spewing out unused propane to the tune of at least 290 gallons in less than two months. (I explained to them that this was not unused propane if it was then there would have been an ignition of the gas inside the chamber and no signs were found of this.)  We are a retired couple on a fixed income and could not afford a nearly $1,000 propane bill for less than two months! I continued to ask [redacted] for help without response until Dec. 19th and he came back out with [redacted] and another service guy they tested the unit for quite some time and couldn't find the problem and just before they left he sent [redacted] up to the roof tp check the gas fumes and low a behold they found out we were right they were coming out of the flue. (There was not raw gas coming of the flue all the fumes were in a combustible state then we checked the gas pressures in the heating unit and this time we found the hi stage in the gas controller malfunctioning we then contacted the MFG tech support and informed them of this problem and they recommended replacing the gas controller.) He quickly gathered his things and his crew and left, saying they replace the heating unit and they did on Dec. 22nd, later stating that it was a gas valve problem and they'd fix it and sell it to someone else! (We stated to the owner on the day we check the heater and after talking to the MFG tech support that the gas controller was bad and I was informed to replace the gas controller by the MFG but I did not want them to feel in the back of their minds that the whole heater was bad so I wanted to replace the entire furnace so they will feel at ease in the future and I convince the MFG to send me a new heater and we replace it Dec22nd and destroyed the one we took out and recycled it)  In all the time dealing with the problem we kept begging that they check for gas leakage and they never brought their meter, because [redacted] the owner arrogantly and steadfastly refused to believe it as leaking propane, (Same response as above (We stated on the day we check the heater and after talking to the MFG tech support that the gas controller was bad and I was informed to replace the gas controller by the MFG but I did not want them to fell in the back of their minds that the whole heater was bad so I wanted to replace the entire furnace so they will fell at ease in the future and I convince the MFG to send me a new heater and we replace it Dec22nd and destroyed the one we took out and recycled it) All propane was in a combustible state while the heater was running and never was there propane leaking in the furnce or it would have been detected)All testing was done at the heater in all the times we were there and we could not find any propane spilling the heater unit in the garageI even reminded them in the email prior to them doing so, to bring the gas tester on the last service call, as we had asked all along. Bottom line: We had to experience rude, dismissive and indignant treatment by both [redacted] and his service staff after paying him in excess of $11,000.  We also, over heard them poking fun of us while they replaced the heater, We froze for two months in freezing and near freezing temps, (The heater never stopped working but according to the owner took a while to reach temperature they acknowledged this in their complaint where she said “The heater never worked properly, took 5 hours to heat up the house in the mornings or anytime we turned it on”) had to forego Christmas this year because of excessive propane costs, and am arthritic and can barely walk now because the extreme cold in my own home (The heater never stopped working but according to the owner took a while to reach temperature they acknowledged this in their complaint where she said “The heater never worked properly, took 5 hours to heat up the house in the mornings or anytime we turned it on”)and [redacted] refuses to even repay us for the excess propane outlay. Disheartened and in pain in Acampo this year! Complaint Background: Product/Service: New heater & air conditioning Purchase Date: 7/19/2017 Problem Occurred: 7/21/2017 Model: Account Number: [redacted] Order Number: same Talked to Company: 10/27/2017 Talked to Company (2nd): 12/19/2017 Name of Salesperson: [redacted]  Purchase Price: $11098.00 Disputed Amount: $3000.00  Desired Settlement:                       Refund of approximately $1,000 for excessive propane gas bills for both used and expelled raw propane from the defective heater unit and payment for resulting damages for emotional and physical (see complaint) due to the business owners ([redacted]) total refusal to check for the raw gas escaping onto our roof & into the air, plus into our garage for nearly 2 months of asking him to do so, only because he said that "it was impossible". There was NEVER and I say NEVER any propane in the garage. Please see response in complaint.  As for a refund that would have to be handled by the MFG and I did send her an email with the support desk number to request what she is asking for. It was a MFG defect on a part  that we found on Dec 22nd and no signs of this part going out in all the other times we were out thereAfter much discussion and emailing on the subject he finally relented and found out we were right, although I had to push him and remind him to bring out a gas detector' In what can only be construed as sheer arrogance, he has never apologized or even acknowledged his stubbornness or rude behavior for what has been a prolonged denial of the truth and seems to foster this attitude in his service staff (Not true concerning an apology here is an email I sent on the 27th of Nov in response to her email. I have NEVER been rude to her or any customer in all my 40 plus some years in this businessEmail sent here belowI'm sorry for the misunderstanding about where you mentioned (that you will not be sending anyone else out for service from now on)Jesse was mentioning this particular issue since we have been out there on several occasions and came up with the same conclusion every time we went out. We honor all our contracts with the thousands of customers we have and you are part of that. Let me assure you that we are a company that has been around a long time with a reputation that is far beyond many other companies. I must say I do take offence with these words ([redacted] told us he'd forgotten to turn the gas back on to the heater that Friday night, maybe on purpose, I can't say for sure, but his attitude makes me suspicious, as does yours) With all this said we bent over backwards to find a solution to her complaints and finally after we finally found a problem we went beyond and replaced her entire heater when all we had to do was replace the gas controller but I felt concerned for her in the back of her mind that she would always think there would be other problems with the old furnace. Sometimes on rare occasions things like this happen and companies have to return several times to find a solution. I fell we did and went beyond. I am not responsible for the defect in the part that went out that is the responsibility of the MFG. But I am willing to send a $200 check if this will help.  This will be my final response to this complaint and my final email as now I feel I am being harassed by the home owner by the MUTIPLE emails I have received from her on several occasions…..3 on Christmas Eve. I am sorry this has happened and we strive to go beyond to find a solution when problems like this arise. I hope The MFG will be of help to you

In response to Mr. [redacted]'s rebuttal, all I can say is that his remarks are not true.  Without revisiting all I mentioned to date [both calls and emails well over a dozen], I can only point out that in his very first remarks about the air vents or ducts, he is completely incorrect, our problem wasn't with him having failed to tell [redacted] about it, but rather that [redacted] had insisted he had done the work when we knew he hadn't & the call to my husband was him relentlessly insisting he had. As I have already said, we could hear [redacted] in the attic and he only went from the closet crawl hole to the other end where he installed the vent and right back.  So you see we believe it is he who misunderstands - not us.I could mention more, but do not care to belabor each issue line by line, because I have already done this adequately.  But want rather to address the major issue, that he without any regard, put us danger for our lives and property, and then left it like that for nearly two months.  All while treating us rudely and with care!Since filing my my original complaint I have had the opportunity of speaking with two other HVAC contractors and the one thing they both confirm that is that if gas is smelled the first thing you do is to test for it and where it is coming from,  not the last thing you do!   One is my niece's husband, having some 22 years running HVAC service and he added that this was quite a serious situation and that he was surprised we're alive!We complained about gas smell and noxious odors from the 2nd service call the second week in Nov. -  clear through until Dec. 22nd., while [redacted], [redacted] and [redacted] kept insisting that it was impossible!    We even stood outside right below the vent blowing with [redacted] once and [redacted] on at least 4 occasions and them insisting it was only normal exhaust.  [redacted] being flip at one point saying we should  "call [redacted] *", knowing we are on propane!   When I badgered [redacted] enough they finally came out Dec. 18th to check on it and after a long while, they were about to leave when they were reminded to check for gas with the meter that I reminded them to bring.  This resulted in both [redacted] and [redacted] stating it showed gas present in the exhaust fumes but they said their meter could read how much was present.  [redacted] hurried off no apology and said we'd have a new heater the next day, although I wasn't until Dec 22, that they installed a new unit.  It should be noted that as of today's writing we've have nor problems with fumes or odors and are back to our normal propane usage.We did have had to refill our propane for the 2nd time this month, so the the reimbursement for this has gone up another $500 ($462.00).  My propane supplier has been kind enough to give us a written statement to the effect that our average winter usage is 2.5 gallons per day and that we have been using 8.5 gallons per day with the new heater.  He further went on to state it "put the [redacted]s at risk of injury and loss of personal property", Copies of this statement and supporting emails may be furnished at your request.    [redacted] - 1/2/18t to the effect that our average winter usage is 2.5 gallons per day and that we have been using 8.5 gallons per day with the new heater.  He further went on to state it "put the [redacted]s at risk of injury and loss of personal property", Copies of this statement and supporting emails may be furnished at your request.    [redacted] - 1/2/18

December 15th, 2016Revdex.com 1411 K St, NW, 10th Floor Washington, DC 20005-3404RE: [redacted]ID#[redacted]Dear Sir or Madam:In response to the above referenced consumer complaint recently filed with your office, we have conducted an investigation and will share our findings:On or...

around October 15th, Mrs. [redacted] visited City National Bank's Front Royal location requesting to deposit a $3,952 insurance check made payable to both she and her husband, [redacted], into checking account #9[redacted]. The Customer Service Representative handling the request, Anya M[redacted], noted that this account was owned at that time by Mrs. [redacted] and [redacted] jointly, Mr. [redacted] was not an authorized signer on this account. As a security/fraud measure, bank policy dictates that items made payable to two individuals should be deposited into an account owned by both. Ms. M[redacted] explained the bank's policy, that the item could not be deposit into the checking account and offered to deposit the insurance check into savings account #9[redacted] which was owned jointly by both Mr. and Mrs. [redacted]. Ms. [redacted] declined and left without completing the transaction.Mr. [redacted] called the Front Royal Office later that day to confirm that he was not a joint owner on checking account #9[redacted], inquire about being added to the account and ask if Ms. [redacted] would be required to come in to the branch to sign the account modification documents. Upon hearing of Ms. [redacted]'s poor health and inability to travel to the branch, Amy H[redacted], Personal Banker for the Front Royal location, agreed to make an exception in this circumstance and allow the account modification documents to be completed without Ms. [redacted] traveling to the branch. On October 24th, Mr. [redacted] was added as a joint account owner to checking account in question,Checking account # 9[redacted] is set up as a Simply Free E-Checking account. This account type is an "E-checking” product, meaning that the $4 monthly paper statement fee is waived for this account type as long as the statements are delivered electronically to the customer, Electronic statements are delivered to City National customers through their online banking access. Because Ms. [redacted]'s online banking account experienced greater than 12 months of inactivity, online access was terminated on November 18th. The account statements were converted from electronic delivery to paper delivery and the $4 paper statement fee was reinstated.December 1, Katrina M[redacted], Regional Manager for City National's Front Royal Office, received a complaint filed by Ms. [redacted] via City National's website and immediately called Ms, [redacted] to discuss. Ms. M[redacted] explained the bank's policy concerning deposited items, refunded the $4 paper statement fee assessed against the checking account and instructed Ms. [redacted] on how to re-establish online banking access and electronic statement delivery,City National Bank An Affiliate of City Holding Company [redacted] Road Cross Lanes, West Virginia. 25313  December 1st at 1:25pm, Ms. [redacted] called my direct extension and left a voice mail requesting a return call. I returned her call on December 2th, was connected to voice mail and left a message requesting a return call. I have received no response,Ms. M[redacted] also called Ms. [redacted] on December 13th, was connected to voice mail and left a message requesting a return call. Ms. M[redacted] has received no response.We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] have experienced and customer service issues have been addressed with branch personnel. It is noted that Ms. [redacted] re-established online banking access and electronic statement delivery on December 8th. As a result, going forward this account should experience no monthly paper statement fee as long as online banking access remains active.Thank you for the opportunity to respond to Ms. [redacted]'s complaint, If you have further questions or need additional information, I may be contacted by calling ###-###-#### or in writing at the address noted below.Sincerely,Sheila D[redacted] Vice President Branch Operations Manager [redacted] Rd Cross Latles, WV 25313

To Whom This May Concern: I am still an unsatisfied customer of City National Bank in Front Royal VA. I am still unable to access my online account, which if not accessed will be charged a fee every month. I did not appreciate Ms. Sheila D[redacted] response to my former complaint. The reason being that she disclosed sensitive information online about our account (account #'s were posted online in her response), something that came as a great surprise, adding insult to insult of their supposed "security code". As far as pleasing the customer, this is not what these people ever have taken into consideration, that we have been customer's since 2013 with no issue until, my husband went to add his name to the checking account. Now it is like we are being punished, for their mistake that they have never admitted to. Online access is impossible! They don't care about their glitches they need to fix in their online banking system. Make online banking possible!