Customer's Bank

Review: On Oct 11, 2013 my accounts were made unavailable with no prior notice. When I called the following Monday I was told it was because of a "security upgrade". Again on Dec 30th, my savings account was inaccessible and simply gone from their mobile application and online banking. I had no access to my funds, the account was simply gone. When I called to find out why, I spoke with [redacted]. No apologies, he said it was my fault, I had been notified to an old address by letter that the account would be switched to a new account due to federal regulations. There was no reason given for why my savings account disappeared from the online and mobile banking and no reparations or apology was given for the fact that my money had been inaccessible. I decided to close out my accounts and switch to a federal credit union. I called and spoke with [redacted] who recommended I create an external transfer to transfer my funds from Customer's Bank to my new one. I followed his instructions, and then called him back. He said he did not see the external transfer in their records. I asked him if I could withdraw my money from an ATM without incurring fees. He said yes, so I moved forward by withdrawing my funds from my new bank's ATM and depositing it into my new account. The external transfers were then processed a week later - TWICE for each account - and I incurred insignificant fund fees.I called again and emailed requesting my accounts be closed (as [redacted] had told me to do) and was met with hostility. The regional manager, [redacted], was aggressive and berated me for my actions and refused to close my accounts or waive the fees. I had to ask her to slow down and stop speaking to me in a raised voice. She did, and finally agreed to freeze my accounts until I could send a notarized letter stating the closure of my accounts and a check for the fees. She threatened me by saying she would "put me on a list" that other banks could see for collections if I did not pay the fees that I incurred.Desired Settlement: I would like the fees waived and my accounts closed.

Business

Response:

January 30, 2014

Dear **. [redacted]:

Thank you for speaking with me on Friday, January 24.

We are in receipt of your letter dated January 14, 2014 regarding **. [redacted] and her recent experience with Customers Bank. Customer service is very important to us and we take all customer concerns very seriously.

After reading and researching **. [redacted]’s concerns, we are disappointed to learn that we didn’t meet or exceed her expectations. Providing a variety of options/solutions to help our customers achieve their goals is at the heart of our customer service. However, it appears that the options our Team Members provided to **. [redacted] didn’t work as we would have liked them to, and for that we do apologize.

We agree to **. [redacted]’s request and will complete it today.

While we strive to always provide advance notice of system upgrades to customers, in this particular circumstance, we were unable to apprise our customers ahead of time for the scheduled system maintenance that we moved up from later in 2013.

Since there are many required notices and statements that financial institutions must mail to customers, our notices/statements are mailed to the address of record that the customer provided to us. The mailings to this address would continue until such time the customers notify the Bank of a change in address. Upon this notification, we would promptly change the customers’ address as requested.

If you have any questions, please feel free to contact me at ###-###-####.