Apple Bank Complaint - Apple Bank "customer service" is unable to resolve problems
NEW YORK, NEW YORK -- I've been an Apple Bank online customer for at least 5 years with their Grand Yield Savings account. I infrequently log in and the first problem that you should be aware of is that if you don't log into your account at least once every 120 days they will remove your online account.
As you might expect, this is a particular problem for online customers that don't frequently access their savings account online but I have always been able to get it reestablished so up to now it has just been a hassle.
However this last time when the account was reactivated I can no longer access the money transfer section. As a Grand Yield savings online customer, I don't have any other method of accessing money from the account, except online.
I exchanged message with Apple Bank customer service and their only answer was to call a toll number for support.
I called for support and was immediately told that there wasn't anything that Apple Bank could do (no attempt at understanding or troubleshooting the problem) and of course blamed the customer and computer. Since I have tried 3 different computers and all have the same problem (they have different browsers and OSs) and they meet Apple Bank's "online requirements", it seem quite unlikely that this is a 'customer computer problem'. More importantly is the simple fact that if Apple Bank requires such an unusual and special configuration ( i.e. not a standard "out-of-the-box" browser and/or browser configuration) that requires 'fine tuning' to get working, then this probably isn't a good bank for online banking.
Yes, for those whose online banking is working, I'm sure you didn't have to make any special configuration changes. Additionally it has been working fine for me during the time that I've been a customer until recently. Yeah, maybe something got changed on one computer, but on all 3?? So, back to the point about unusual/specific configurations.
It seems pretty clear to me that Apple Bank's online customer services is completely out-of-touch with their online system and therefore expects their customers to go away when there is a problem. Considering the old 80/20 rule, perhaps it is cheaper to dump the 20% of your customers that have problems.
Most importantly is the fact that Apple Bank was unable to:
1) Explain or identify the error message that was displayed by their system.
2) Understand and perform any basic troubleshooting on problems with their online system.
3) Even if it is a customer computer problem, Apple Bank should have enough ability to understand what their system doesn't like to help guide the customer to a resolution.
4) The configuration that Apple Bank "requires" for the browser is not a secure privacy configuration. The insecure configuration is the first thing that their customer services tells you to change, which of course also didn't resolve the problem.
5) Apple Bank is apparently unable to design or write requirements such that web site errors display clear error messages rather than meaningless messages ( i.e. Error SS24) that only the programmer that wrote the code understands.
Bottom line is beware of Apple Bank. As long as you never have a problem with their online system you may be OK, but at the first problem you might be left without any access to your money and don't expect any assistance from the bank.
My only option was to close the account and I'm sure that I'm much better off without it.