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Most banks offer you email, live chat, and phone support for customers.
Honestly, this is something you should worry about. These people
have your money, you should get answers to anything you want to
know quickly.
If you are in a hurry, email support is the biggest joke
in the world as far as online banking goes. I have tried using email
support many times in the past. It usually takes 48 hour to receive
a response and it's obvious that English is not the primary language
of the people responding to the emails. Which in turn means that
it takes 2-3 emails for them to understand exact what you are asking
of them. A week to get an answer to a simple question. I wouldn't
even bother using email support. I do have to say I did have a pleasant
email support experience with ING direct.
Live chat is nice for a quick question. In many cases, you
receive a response much quicker than on the phone. If you need to
discuss confidental information like your account number, logins,
and/or passwords; I would hit the phone. While some banks offer
secure chats, they require you to install software on your computer
in most cases. If I have to download and install something it takes
just as long to wait on the phone. Plus, I will not have another
program hogging computer resources from my computer.
The phone is the main stay for support. I find 2 main ways
to evaulate the level of support you get over the phone. I cover
it in two questions:
1. Wait time to Answer Time- How long does it take for them to
give you a solid answer to your question after you picked up and
dialed the phone? In most cases anything under 10 minutes is pretty
good. Under 5 minutes is fantastic!
2. When you finally get someone on the phone are there constant
pauses? This means they are being trained or are not knowledgable
enough to answer the question themselves. When I call someone, I
want that person to be a know it all. It makes me feel good about
it.
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