Complain about a product or service

Netbank

Paul of Chicago, IL (05/15/06)
I closed my account but my check for $101.03 was never sent.  The check was supposedly mailed on 03/29/06. 

I have left several messages and they still have not returned my calls.

Zachary of Poway, CA (05/03/06)
When I set up my money market account there was a $250 minimum balance to avoid a service fees. Sometime in December 2003, they state that they mailed a notice that the minimum balance would increase to $500.  I either never received this notice or don't recall receiving it.

In August 2005, I transferred some money that brought the balance in my money market account to less than $500. In September 2005, they started charging me $5.00 per month. This charge appeared on the EStatement, but there was no other notice sent by email or by mail notifying me of this fee.  When I checked my online statement, for the first time, May 3, 2006 I noticed this fee and called customer service.  They said that they could only reverse 1 charge as a courtesy.

There really needs to be better notification other than an EStatement.  I was charged $40 by Netbank in 8 months time.

Lee of San Francisco CA (03/08/06)
They rejected a bank-to-bank transfer I made to them. Their reasoning was 'system upgrades.'  3 months later they are trying to debit my account for the same transfer, even though they already debited it at the time of the incident.  They did not notify me of their debit, just took another $600 out of my account one day without me knowing.. I spent all of one day and several phone calls with their customer service. No one seemed too concerned and kept making up illogical reasons for their mysterious debit.

They came up with several incorrect stories, trying to convince me that $600 had not been debited (even though I was looking at a statement from them saying it had been). If I had not aggressively fought this, they would have been very happy to keep $600. I have yet to retrieve my $600 even after providing proof from the other bank about the transfers.

Jeffrey of Windsor IL (02/22/06)
I initiated a transfer from my Fidelity brokerage account to my Netbank Money Market account. A week after requesting the transfer I noticed that the funds were no longer in my Fidelity account but had not arrived in my Netbank account so I sent them an email asking if they were aware of the incoming funds. They told me that they were but that even though the transfers are electronic they are not automatic and that the transfer would have to be manually initiated and manually verified and that it would take 4-5 business days.

Four business days later the funds had been deposited in my Money Market account. My checking account had a -$3.94 balance so I attempted to transfer money into the checking account so I could pay a debt and put it into the black. The Netbank system told me I didn't have enough valid accounts to do a transfer so I called customer service and was told that the matter would have to be researched by the security department and that I would have an answer (notice they didn't say resolution) within 24-48 hours. I asked them if my understanding was correct in that even though my funds were in their possession I was not able to access them at this time. They told me I was correct.

I then asked to speak to someone in the security department but was denied and told I would have to wait for the higher level team to look at the situation. All this because the account I wanted to transfer funds in to was showing a negative balance of $3 and change. It seems to me that they would WANT me to transfer funds to bring it to a positive balance but instead they hijack my money and refuse me access to it until they can research the issue.

Philip of St. Louis MO (02/16/06)
One of my two mortgages was bought by another servicer from NetBank. My local bank's bill-paying service sent the check to Net Bank and the money was debited from my local account January 31, 2006 (this is partially my fault; I was unaware that the mortgage had been sold. As of February 16, 2006, the deadline to avoid a late patment charge, the new servicer has not received the payment. When I called NetBank February 13, I was assured the payment had been sent February 10 by overnight.

When I discovered today (the 16th) that the payment had not been made, I called Net Bank again. This time they said the patment had mailed regular mail on the 8th of February. Then I called again, and they said the 10th of February. They could provide no information about to which of the new service's many addresses the payment had been sent. One NetBank representative told me I would not have to pay a late charge on a oan transfer. When I asked her name I was told it was Wachovia Player. Since Wachovia is one of the servicers for NetBank loans, you can imagine I was just slightly suspicious. So as far as I can tell, the first Net Bank representative lied about the payment being sent overnight mail. The third Net Bank representative refused to give any information by which she could be held accountable for the truth of her statements.

Jill of CA writes (5/31/01):
I am a former Compubank customer and Netbank purchased Compubank. The new bank, Netbank, has thus far misrepresented their services and obligation to the customer. First, I have no free access to my money via ATM. On Netbank's own site they list Coop ATMs that are "surcharge free" and this has frustrated Coop since they are a surcharge-free ATM network for their own customers. Coop stated they have asked repeatedly that Netbank stop using this link to advertise free ATMs and that they have not gotten anywhere. Following Netbank's advice I called Coop for my refund from their ATM. As you might expect, they directed me back to Netbank. Netbank refuses to credit me. There are also other issues ... they promised to maintain my Compubank data and I can't access that at all. People who I pay bills to that I used to pay online with Compubank were entered in my Compubank profile. I cannot access that information and Netbank assured me that this information would be available. It was not. Netbank has a master list of "payees" that are generic in nature and that is what they supplied. So because I reside in two states I don't have access to the information like account numbers here. Netbank says this is my problem, not theirs. Netbank utilizes East coast business hours only. They have account help in the form of someone who can answer the phone but not staff to actively work on an issue. I was told by one customer service representative that they are there to help until 5 PST. So even amongst the internal customer service representatives they have different information. Netbank utilizes First USA as their Visa product except they do not disclose this until the packet arrives advising you that your agreement is with First USA not Netbank. Years ago I was hit with incorrect late fees by First USA and avoid them, now I am stuck with them again. I am 32 so I can discover this and complain to you or another agency. What about others, such as the elderly, who are less fortunate? I am an advocate of online services and would like to see online banking succeed ultimately. I would hate to have companies like Netbank erode consumer confidence.

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