The other comments spanned a range of issues, including overly aggressive sales pitches for banking products, difficulties navigating automated call centers, a lack of disability accommodations at bank branches, and dwindling retail locations near elderly communities.Ĭonsumers in rural areas also expressed their frustration at the lack of branches and having to travel long distances to get access to in-person banking as well as the exceedingly long wait times they experienced once they reached a bank. “When I had to have my name added to a business account, it took three days, the second of which lasted over an hour with two of us present to (supposedly) take care of everything.” she wrote. Some consumers, like Jane Fasullo, treasurer of the Suffolk County Math Teachers’ Association, from East Setauket, N.Y., complained about how long it took to have seemingly simple information changed or added to an account, even when going to the bank branch in person. But now, even banks with physical branches seem to be falling short on customer service, according to the CFPB, consumer advocates, and numerous customer complaints.
Hundreds more responded to a forum over the summer that was organized by the Consumer Finance Protection Bureau, which has supervisory authority over large banks, thrifts, and credit unions with assets over $10 billion, totaling roughly 175 banks.īanks where consumers can walk in and interact with human employees have long been thought to offer better customer service than online-only competitors which rely on non-human technology.
Seyfried was among some 350 people who responded to CR’s request for members to share their customer service experiences with big banks.
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