Online bank customer service comparison | General comparisons | Discussion forum

There are times (such as resetting a password or PIN) that you need to contact the customer service for help. Here are some of my experiences:

Hubert Financial (5 stars)
- Excellent phone support. I never had to wait more than 30 seconds to have a live representative talking to me, every time for the past 3 years.

Zag Bank (5 stars)
- Communication with Zag bank is super easy. There is a secure messaging feature right from the online banking portal. I always got a response within 24 hours. This is by far the most impressed communication option that makes me wonder why no other banks offer.

Tangerine (0 star)
- Phone and online Chat option are provided. However, chat option button is rarely available. Even if you are lucky enough to get to chat, you cannot ask anything that is account specific. To reset a PIN, one has to call. By phone, the recording always says unexpected high call volume, wait time can be longer than usual. Tangerine used to offer callback, but they are no longer doing that beginning 2018. Well, how about call them at midnight? Right, 45 minutes later, I was still waiting. I gave up. There is just no way to contact them to reset my ATM PIN. BTW, their music while waiting is so annoying to listen to after 45 minutes.

SIMPlii (2 stars)
- Phone wait time is about 30 minutes to get to a customer service rep. However, their wait music is more interesting. Love Adele.

Oaken Financial (2 stars)
- Phone wait time is about 30 minutes to get to a customer service rep. Soemtimes, I am thinking: customer service agent is available, but just the system purposely makes you wait 30 minutes before transferring my call to a live agent. Chances are you will voluntarily hangup during this mandatory 30 minutes wait so they can reduce customer service cost.

p.s. I am not affiliated with any online banks.