ComplaintsforRiver Bank
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Complaint Details
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Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have tried to pay off a tiny $0.04 amount of money (three different times)I wrote to the River Bank twice I telephoned River Bank three different days River Bank accepted two of my payments but processed the transactions days later This caused me to be charged over and over because of their slow processing I am so upset, because I have to waste hours of my time I want monetary award for the aggravationBusiness response
09/19/2024
Thank you for reaching out regarding the ongoing issue with your overdraft protection account. We sincerely apologize for any frustration this has caused and understand your concerns.
As weve advised before, its important to ensure that youre selecting the open detailssection of your account online, where the interest and correct payment amount are displayed. This step is crucial to ensuring the correct payment amount is processed. Additionally, as stated in the past, we are more than happy to assist you over the phone to either guide you through the payment process or confirm the correct amount to be paid. However,our advice has been met with actions that have been less than courteous towards our staff and requires cooperation on your part.
As recognition of the frustration this issue has caused, the bank has refunded the interest you have paid during this period in question. We hope this helps alleviate some of the inconvenience youve experienced.
We appreciate the opportunity to address this matter and reaffirm our dedication to providing exceptional customer experiences and delivering trusted online banking services.Initial Complaint
04/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Unable to access account via Internet or phone. This happens very regularly, there's really no excuse for this. I (on multiple dates, multiple occasions) tried to access my online banking balance. There's been multiple times I can't access my information. I attempted through the app, through the website, through customer service... And none were available. This is absolutely unacceptable.Business response
05/07/2024
Thank you for bringing the recent complaint about online banking downtime to our attention. We sincerely apologize for any inconvenience this may have caused our valued customers.
At **********************, we understand the importance of reliable online (mobile) banking services. While downtime is an unfortunate occurrence, we would like to reassure our customers that such instances are infrequent. Our online banking platform maintains a robust uptime of 99.5%, a testament to our commitment to providing uninterrupted service.
Upon reviewing the complaint, we found that the customer in question has been actively accessing their account multiple times a day, at all hours, throughout the previous months. This activity suggests that the reported downtime may not have impacted their ability to use our online banking services as significantly as indicated. Nevertheless, we take all customers concerns seriously and strive to address them with the utmost care and attention.
In addition to our dedication to uptime, we prioritize exceptional customer service. Our team is available to assist customers during business hours, Monday through Friday, from 8:00 AM to 5:00 PM. We strive to address any issues promptly and effectively to ensure our customers have a positive experience with our services.
We appreciate the opportunity to address this matter and reaffirm our commitment to delivering reliable online banking services and exceptional customer experiences.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.