NetBank Complaint - NetBank = Poor, Fraudulent Customer Service
I am writing this because they delivered a straw that broke the camel's back. Recently NetBank upgraded to a new system and required customers to change username and password. Now that I need to access my Money Market account...I can't! It is "hidden". I wrote to their BankMail system (the only way to contact them now, unless you want to wait on the phone to talk to a rude human), to be told that I have to use "my" username and password, instead of my wife's! (I've never used a different username or password) I've had it. They always make you do the work to correct their mistakes. They do as little as possible to help you.
This actual correspondence with NetBank should tell volumes - of what NetBank believes is "Customer Service". They refused to refund penalties they charged me - due to their error! You can see that I was, foolishly, a customer of theirs for over 3 years...
From: ceomail [mailto:firstname.lastname@example.org]
Sent: Friday, March 02, 2001 9:10 AM
Subject: Money Market Withdrawals
Dear Mr. Woolley,
Thank you for writing to our CEO regarding your situation with your new money market and checking accounts. We regretted to hear of the confusion that resulted when your money market checks arrived before your checking account checks.
I understand that Ginny Johnston has reversed a significant portion of the fees as a courtesy. We will not, however, be reversing any additional charges relating to this incident. I know this must be disappointing.
Sent: Thursday, March 01, 2001 4:17 PM
Subject: Ask The CEO
Mr. Grimes - Why has NetBank refused to refund monies due to an error created by Netbank?
After numerous calls to your company, which have proven futile, and inquiries with the FDIC and the Office of Thrift Supervision...I still have not had issues resolved. My next step is to go to the Manager of Consumer Affairs (with the OTS, SouthEast Region) - however, I thought it would be best to make one last attempt to resolve the difficulty with you directly, as advised by Tim Toepke from the OTS.
I would have called you directly - however, your employees will not allow us access. The highest individual we were able to speak with was Jenny Johnston, Director of Customer Care, who was rude and condescending to my partner Erica (who is on our joint account). Jenny was only willing to refund a portion of the fees enacted against me and Erica.
We were attracted to NetBank due to its high interest rates and this is our first ever foray into online banking - we were hoping it to be a pleasant experience! We have over $7,000.00 in our 2 accounts and both of our paychecks are being automatically direct deposited into these accounts - we hope that this small issue will be resolved and we can continue to have association with your bank.
NetBank errored in the creation of our checking and money market accounts - instead of funding the checking account initially (as requested), they funded the money market - thus delaying the creation of our checking account.
Meanwhile, they sent us a checkbook of "money market" checks (which was unrequested - we only wanted checks for the "checking account"). Once I was able to transfer funds to the checking account to enable it...I gave the checkbook to Erica (the other holder of the account), mistaking it for "checking account" checks. (We did receive two checkbooks - however, since they were mailed at different times, there was confusion - they were not placed in the same location in the house, both checkbooks are the exact same style, color, and only differentiated by tiny print saying "Money Market" or "Checking" - since I was not anticipating ever receiving Money Market checks, I thought there was only one checkbook, I did not notice the tiny print, and assumed it was for the "Checking account").
Erica, believing she had "Checking Account" checks, wrote approx. 18 checks during a 2-week period. I realized the error after two weeks and we promptly discontinued using checks drawing from our Money Market account.
NetBank charged us a $10 fee for each Money Market check over the first three...totaling $130 in service charges during this period.
I explained the problem to a customer representative at NetBank and requested that the charges be removed - she said she would refer the case to individuals "higher up" and email me the decision. I was never emailed nor notified of any decision.
Meanwhile, Erica pursued the matter and spoke to 4 different NetBank representatives - eventually contacting Jeff Wagner, Customer Service Manager - who was willing to remove only three of the charges.
As mentioned previously, I contacted the FDIC, which referred me to the OTS, your primary Federal Regulator - I have had a few conversations with Tim Toepke, who advised me to contact you or your V.P. of Depositor Services - however, we were only able to speak with Ms. Johnston, who once again was only willing to refund 3 more fees, still leaving $70 in fees unrefunded.
Since NetBank was in error and is responsible for the confusion, I feel all service charges should be removed and those fees deposited back into our account.
Any information/assistance you can provide regarding this matter would be greatly appreciated.