I started using NetBank for I wanted online banking and bill paying. At first all was well and we used the account very little. We then closed down our local account and started making large deposits into NetBank. They took a few days to make deposits but still it was OK. I called to tell NetBank that I was going to deposit a large sum of money and that I could not wait longer than three days to have the funds available. The lady I talk to was was polite and told me that would be no problem. I stated that there policy says they MAY hold deposits over $5,000 but she told me because I was not a new customer that this would not happen. I then deposited $25,000 into my checking account.
After three days they made $5,000 available but then after five days the funds were not there. I then called and they told me their policy was to hold Deposits over $5,000 for ELEVEN BUSINESS DAYS or two weeks. I told them that their policy says they MAY hold funds and the woman quickly corrected me and said that they ALWAYS hold the funds. I tried to explain that I was told on the phone that this only happened with new accounts. She then RUDELY corrected me and said it was on ALL accounts and that the computer did it and they could not change it. Five phone calls and eight emails later I was told that the policy was NINE days then ELEVEN days and then when I told them I do not believe they understand their policy they told me to complain to the OTS but chances are they won't do anything. Also so you know I contacted the company that wrote me the check that I had deposited and the check had already cleared and the funds were already at NetBank. I then asked would they at least call and see that the funds are clear. I was then told they do not work that way and that the policy to hold for ELEVEN days was it.
All I can say is NetBank has no clue what a good customer is and I encourage anyone thinking about changing to a internet bank look elsewhere.netBank's customer service is just a bunch of Auto Replys and people that say "This is our POLICY" even when they do not have a clue what the POLICY is.
Very Bad BANK.
Fred
Santa Fe, New Mexico
0 comments