As I am sitting here next to my mother in the hospital with my dad, she is trying to get access to her online banking which timed out and did not let her set up a password last night. We call and talk to 3 different people, get placed on hold for 20 minutes, have to change phones bc here died, call in from my cellphone, and talk to someone who had no compassion for our situation or for my mom. My dad is unable to speak and the security code will only ring to our house phone which is 4 hours away. This uncompassionate individual then says she doesn't believe my mom is who she says she is which she has on speaker phone and I am hearing this unhelpful lady tell my mother this. My mother answered all security questions and because of their websites mess up is causing this issue in the first place! My mother is in tears as she's just trying to get things set up that my father usually takes care of. Oh and did I mention that my parents have been members for over 40 years. We now have to leave my dad's hospital room to track down a fax machine to send in her driver's license and a written statement that she can get online access to her own account. I'm all about security measures absolutely. But when you answer them correctly and it's bc of your websites initial screwup that is causing this, maybe apologize just once and own the fact that you are causing my mother more undue pain in an already terrible situation. Congrats as you will now be losing a 40 year long customer as she will be closing this account soon, not bc of the security questions, but because of your uncompassionate employee. read more
