★★★★☆
I am extremely frustrated with the level of service and support I’ve received. What is being presented as “fraud protection” feels more like a lack of consistency, communication, and customer consideration.
I contacted support today to complete a simple request, temporarily increasing my Zelle limit so I could pay a contractor. Instead of a straightforward solution, I received different answers from multiple representatives, none of which actually resolved my issue. Each time I need to increase my limit, the process feels unnecessarily restrictive, like I’m asking for permission to use my own money.
Additionally, I requested to update my primary phone number on the account. I was told I would need to visit a branch in person to complete this change. After calling me back on the same number I asked them to change it to. So why not change it on my digital banking app, to reiterate this phone number is secondary on the app. If I were able to go in person, I wouldn’t have called in the first place. This lack of flexibility is extremely inconvenient and out of touch with modern banking expectations.
These are basic account management functions that should be easily handled online or over the phone, especially for business accounts. In my personal banking experience with other institutions, these changes can be made quickly and seamlessly through the website or app.
Based on my experience, I would not recommend this bank for business use. The systems and support processes are inefficient and create unnecessary barriers for customers trying to manage their own finances.
★★★★☆
Matthew McDaniel does not respond to customer emails. Or he picks and chooses who he responds to. A considerable amount of time had passed and he saw I was repeatedly following up on a check, as well as the title to my car and he didn’t respond to any of my requests. My parents have also had issues with him being rude to them. I wish I had the name of the woman who actually helped me and apologized on Matthew’s behalf, which is a shame she had to do that. She’s the only reason I’m giving 3 stars instead of 2.
★★★★☆
I just want to say how much I love this bank. The people here are very courteous, professional, consistent and very friendly. I started banking with them since 5 years ago every since Bank of America treated me and their customers horribly. I don't do mega banks like them no more. Here at TBT, they treat me like family and even greeted me. I even got my mom an account with no issues. I do want to give a shout out to Kirsten from back office for explaining me about my previous interact with my account and Lesley at the main branch. All Five Stars.