Do you bank online? You may want to avoid Net Bank...
By way of background information, I ER'd in Thailand almost three years ago. I had been a Net Bank (NB) customer since about 2000, so I decided to continue using them while living abroad. NB did not charge me a fee to make ATM withdrawls and they were reasonably responsive to email inquiries. They also offer free bill payer, making it easy to pay credit card bills.
Long story short, on September 8, I lost my Net Bank VISA Check Card (luckily, I have two checking accounts and have one VISA Check Card for backup)
After discovering that I lost my card, I immediately sent NB an email, requesting that they cancel the lost card. I also followed up with a phone call and verified that the card was cancelled. Then, online, I ordered a replacement card.
On September 15, I emailed NB asking for verification whether or not the card had been mailed.
The preceeding emails were sent from NB's secure "Bank Mail" site and as of today, September 18, I have not received a reply.
I did contact a NB representative on September 16, by unsecure mail, and he responded the same day saying that no "ATM" card had been mailed. In my email to him, I did infact mistakenly say ATM card instead of VISA Check Card, so technically I was in error, but it would have been nice if he had also verified if a VISA Check Card had been sent.
For NB purposes, I use my sister's stateside address and she forwards the card to me.
Today, September 18, 1517 hours Bangkok time, I phoned NB again to verify whether or not the card had been mailed. The CSR was very polite, but the system was down for updating, so she suggested that i cal back. I tried to explain to her that I was calling from Bangkok, Thailand, and I would appreciate it if she could take my name and send me an email about the replacement card. I also tried to explain to her that my emails were unanswered and could she look into that problem for me?
No, I would have to call back later. In other words, don't waste her time, waste the customer's time instead.
VISA Check Cards/ATM Cards (what ever the name of that piece of plastic that you use to get money from an ATM machine is called) are very important to me and I can not accept being ignored by my bank.
So, does anyone care to refer me to an Intenet bank (or bank that is Internet friendly) AND provides prompt, efficient customer service?
PS - In fairness to the NB Customer Service Reps, perhaps they are understaffed and over worked. Unfortunately, at the first sign of reduced profits, many firms cut Customer Service departments first. I suppose that I should be grateful that they even answered the phone