Ask the Readers: The Best Online Bank for Service and Security?
Published on - January 21st, 2011 (by J.D. Roth) It’s been a while since I’ve written about the best online bank accounts. Usually when I cover online banks, I’m focused on their interest rates, such as in this constantly-updated list of which online high-yield savings accounts are best.
But interest rates have been low for nearly three years now, and there’s not much difference between earning 1.11% on your savings at one bank and 1.09% at another. In an environment like this, how do you decide which online bank to use? That’s what Jennifer wants to know. She wrote looking for the best online bank accounts for service and security. Here’s her question:
I have a question about the pros and cons of online banks. I’ve read horrifying reviews from customers who have had problems accessing their money, with transfers, and with identity theft when using this type of account. I’ve been considering opening an online account to get a higher rate on my emergency fund, but each time I get close, I see another bad review and get scared away.
Have you (and other GRS readers) had bad experiences with online banking? Which online banks have people had success with?
Jennifer’s question is tough for one person to answer. Though I can crawl the web looking for the best high-interest savings accounts (or partner with Money Rates to do the work for me), there’s no easy way for me to test the service and security of every online bank. (Trent at The Simple Dollar once decided to make a project out of testing and reviewing online banks. That lasted just a single month!)
Online banks offer the same sorts of products and services as traditional banks, but online banks don’t have storefronts, so you can’t walk in and talk to a teller. You have to make all of your transactions online, by phone, or via snailmail. But for many people, these aren’t drawbacks — they’re advantages.
Some folks are worried about online financial transactions of any sort. But the July 2009 issue of Consumer Reports Money Adviser cites research predicting that three-quarters of American households with internet access will bank online by the end of this year. And Money Adviser claims that online banking may actually be safer than traditional banking because there’s less of a paper trail and your transactions are digitally encrypted.
There are sites out there that allow customers to review varios online banks, but I think their methodology is flawed. Who’s going to seek out a place to review an online bank when they’re happy with the service? Instead, you mostly get folks who are disgruntled for various reasons. (And reading some of the reviews, it sounds like the problem is often with the customer, not the bank!)
So, if a single blogger can’t survey all of the online banks for safety and security, and if the review sites aren’t really that effective either, what’s left? Well, this sounds like a job for crowdsourcing. What one man can’t answer alone, maybe many people can!
Leaving interest rates aside for a moment, please share your experiences with online banking. From your experience, which is the best online bank for service and security? Which banks are not so good?
I realize this survey is completely unscientific — and that most of us will have tried only one online bank — but maybe our personal anecdotes can help paint a picture of which online banks offer the best safety and security. Maybe we can help Jennifer (and others like her) enter the brave new world of internet banking!
GRS is committed to helping our readers save and achieve your financial goals.Savings interest rates may be low, but that’s all the more reason to shop for the best rate.Find the highest savings interest rate from Ally Bank, Capital One 360, Everbank, and more.
This article is about Ask the Readers, Savings
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I use Charles Schwab High-Yield checking account and a brokerage account, and Sallie Mae for savings. I can’t say enough good things about the Schwab account. They called shortly after I set up the account to ask if I had any questions, and I haven’t had any problems so far. Being able to use any ATM, anywhere, has been the best feature for me. Transfers and bill payment are much quicker than with my old Bank of America account.
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Great question! NOW Can a Canadian (like myself) open an Online bank account in the US? or one in Europe? Or are we stuck to those online banks inside our countries? thanks!
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Let me add my voice to those who’ve recommended USAA. Savings account rates aren’t great, admittedly — currently 0.30% to 0.55% APY depending on balance and inital deposit — but the customer service is top-notch. We’ve had our various insurance policies and most of our finances with them since I was in college, and my parents have had insurance with them for as long as I can remember.
Love the ability to deposit checks from a PC/smartphone, or mail them in. The inability to do a cash deposit occasionally annoys us, but I’ve heard they’re working on a way to make that possible as well….
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I use Ally, Capital One, and Smarty Pig and like them all. I’ve used Everbank, but took my $ out because they changed their terms mid-CD.
Not online savings, but I need to rant. One of my mortgages is with Bank of America, and I simply hate their online site. You cannot just go in and pay more on principal–you have to send them a check. WTF? I also have to call them when I want to change the payment amount (adding additional principal monthly) because their website is so clunky that I cannot find what I need easily. Luckily, their customer service is good on the phone. Every other mortgage I’ve had, I could just go in and transfer $ from my checking to the mortgage to pay additional principal when I got extra money, but not BofA. I really wish my mortgage co. would have sold my mortgage to Wells Fargo or U.S. Bank.
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You know, JD, this would be a GREAT post to put a poll on. One with a top 10 or something like that. It wouldn’t capture all of the banks, but it would capture the most common ones (and you could put an other category). The poll might be slightly skewed if it’s mostly US banks, though.
As far as a favorite online bank goes, ING. With a savings and a checking account, in an emergency you can just transfer the money from checking to savings and have it instantly. I also like the multiple account options (slush fund, e-fund, car fund, etc.). I just have to make sure to keep the check card out of my wallet so I don’t use it all the time.
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My husband and I have been using Westfield Bank’s (westfield-bank.com) Dream Big Checking account for about 4 months now. I have to say, it’s incredibly awesome. It’s a 3.5% interest rate up to $25,000. We keep our emergency fund AND our checking in there, so we’re maxing it out (we generally have around $27K in there).
To get the interest rate, there are 3 requirements:
1. get statements online
2. have one direct deposit or ACH transfer per month
3. make 12 debit transactions per month
All those things we do anyway. There are no fees for anything we do, and ATM fees are reimbursed up to $12/month. The only thing that’s not the best is that it’s out of state… we send in deposits through the mail, but this isn’t a big deal. We keep a local Wells Fargo with a couple hundred bucks for doing cash deposits. We decided to switch when Wachovia turned into Wells Fargo and started screwing things up for us.
Anyway, I would HIGHLY recommend this account, if you’re looking for a checking/savings solution.
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I’ve used Emmigrant Direct for the past 5 or so years. Back when interest rates were going up they tried to keep their rates slightly above ING. I think they still are but both are pretty low anyway. It takes about a week to get money out right after you transfer it in but only about 2 days if the miney’s just been sitting there. I still have a local bank so I’ve never deposited a paper check. We’ve never really had any issues with them. Our money mainly just sits there and we occasionally transfer some in & out (mostly just money for taxes since I’m a 1099 employee and don’t have any tax withheld from my paychecks).
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I used ING but cancelled b/c interest rate dropped too low.
I now use First Arkansas Bank & Trust. There are some hoops to jump through (minimum number of cash card uses, auto deposit, etc.), but worth it for the interest rate.
And I think the service at First Arkansas Bank & Trust is great. I can call with questions (allowing for Arkansas time difference) and always get directly connected to a competent person with a loverly Southern drawl. Also, last year the Bank sent me a $25 Visa gift card because of any inconvenience their transition to a new computer system may have caused me. It didn’t cause me any inconvenience.
I feel my funds are very secure; I get personal phone help when needed; I get a good interest rate; I got $25 dollars from the Bank because they might have inconvenienced me? What bank does that?
First Arkansas Bank & Trust. I highly recommend them.
Alisa
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Myself and my fiance bank exclusively with USAA and ING. I am in love with ING, the multiple savings accounts, the incredibly easy interface, the no fees (even if you accidently try to overdraw an account), the line of credit on the checking account, everything. I really feel like they care about their customers, they have a great aesthetic and personality. And most importantly to me, when you call, a real live person answers the phone immediately. Not after pushing 0 a million times, not even after you’ve entered your account information, immediately. I called to find an ATM expecting to work through a computerized menu and actually felt a little bad when I got a live person immediately for inconveniencing her (but she was very nice and gave me walking directions to the nearest ATM). Another pro is use of the AllPoint network of ATMs.
USAA I don’t have quite as much of a love affair with, but it is also a solid bank. They offer rewards checking, which is nice, but mostly I use them for the ability to scan checks to deposit them, eliminating the need for a local branch. I can’t wait for ING to get this feature, I have to imagine it must be coming. Also nice about them is that all ATMs are free and they refund up to $15 a month in other banks’ fees.
Both of these companies have excellent, friendly customer service available at seemingly all hours. I realize you USAA isn’t open to everyone, but USAA + ING is excellent and means no brick and mortar bank for me.
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I used to use Countrywide Bank (associated with the mortgage lender) until Countrywide was bought by Bank of America, and BOA ruined a great online-only savings product by adding all sorts of fees and restrictions.
Since then, I’ve had an account with Discover Bank (associated with Discover Credit Cards). Rates are decent, the website is easy to use, and I’ve had no problems with customer service. One nice feature is that you can get a live person on the phone at all hours, as opposed to many banks that only have live customer service during business hours.
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I bank with a regional bank (BB&T) for my checking account, ATM, and online bill payment needs and have a modest savings account with them as well. But almost all my savings is at ING Direct. Never any problems–and I’ve never had such an urgent need for large sums of money that I couldn’t wait the three days it took to transfer money. I also have a Sharebuilder account as well that is linked to my account and it’s very easy to transfer money between the two.
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I was on ING for a long time, but since moving to Charles Schwab bank I have been blown away by the great service.
I get Schwab level service, online convenience, a checkbook with real checks, and can make check deposits with postage paid envelopes.
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I love all three of my online banks.
USAA checking. ATM fee refunds up to $15 a month means never having to think about using any ATM. Free checks with postage-paid deposit envelopes. No fees. No minimum. Free online bill payment. Fantastic.
PerkStreet checking. Lets me make cash deposits via Moneygram at Walmart for free every day of the week up to 9 pm! No other online bank I know provides customers a way to make cash deposits. Rewards on debit card use. Free checks with postage-paid deposit envelopes. Free online bill payment. No minimum. No fees.
FNBO savings. 1.1% rate. Gave me my first “real” credit card when my own local bank of eight years sent me a form letter of denial. FNBO trusted me so they earned my loyalty. No minimum or fees.
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Been using ING Direct since 2004 with no issues. I have the ability to easily transfer funds with my Bank of America checking account, which I use for Bill Paying, and my Schwab investment accounts. I too use multiple accounts at ING for targeted savings and CD’s.
Don’t ding ING’s rep on being forced to answer security questions during login. If you cannot successfully “register” your computer, this is more often a browser issue on your home PC. Don’t know for certain, but I believe it is related to the browser add-ons you have elected to use.
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I have a local CU that I do most of my ‘in person’ banking at, but they added the deposit checks online feature (not that I get a lot of checks) but it is nice!
I have ING Direct and Organge Checking, been with them for 4 years. I have a set amount pulled by ING for my monthly bills, used to be everything that I used bill pay for but I am trying ALLY and have moved a little over there. ING is now set up for all my mortgage payments.
Pro’s: love their computer interface, easy to use, intuitive, etc. Like the multiple savings accounts for different goals.
Con’s: Takes 5+ days to get savings available to use, checking is 2 days. So I have eveything sent to checking then moved to savings. Slow on withdrawls. Played their bill pay contest and didn’t win anything
I have started looking at ALLY due to their barely higer interest rate on bill pay, but have found a few issues/glitches.
When I set up a bill to be paid, sometimes it shows up in the calander and sometimes it doesn’t, too glitchy.
Auto transfers don’t show up as pending like ING’s.
When I look at ING I like how it shows pending transfers/bills to be paid/etc for the next few weeks. Ally needs to incorporate that.
Ally seems to hold onto deposits for an extra day.
Tried IGOBanking, but their system not only sucked, but they charged me a fee for a stupid error that they wouldn’t credit, so I closed the account.
As every other member here that has ING we can earn $10 to refer and have people sign up/deposit into ING. If anyone wants to join email me at ronrph2000ATgmailDOTcom and I’ll send you a link
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I’ve been using ING for a few years and I’m quite happy with them.
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I was an early adopter of internet banking as I hate going to local branches. I was using Netbank before they went under. Current setup:
ING Direct (since 2008) for savings, and will soon open a sharebuilder account for each kid, since I can access with the same info.
US Bank (since 2003) for local banking and Health Savings Account.
*Subject to change if (when) the banks start charging fees for free services.
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I have had only good experiences with USAA for regular banking (and insurance). Card-carrying member of their fan club.
For high-yield savings, I’ve had good experiences with both HSBC and AMEX. I switched to AMEX only because they have one of the best interest rates currently.
As someone who works on information-security software, I’ve found both to be good. I tend to not log into the latter regularly since I used direct-deposit, so I tend to forget my password now and again. The customer service is very helpful, but they have a good set of protocols to ensure access to your account is protected. Which is something you definitely want if you are not keeping a regular eye on things.
Their web interfaces are not necessarily as pretty as others, but they provide everything you need and it all works very well. Account transfers, changing account information, etc.
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Also, as a former customer of Bank of America, I had only bad experiences before I left in the early 2000′s. Mysterious balance issues. Difficulty getting help from customer service.
They are too big and grew to fast for their own good.
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USAA all the way. It is a military only bank, but barring some crazy disaster in service (which I doubt), I’m a member and a customer for life! I’ve never had a bad service experience.
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I love ING! I have had them since 2005 – super easy to use, set up and transfer money around. Instant transfers to the Orange Checking account and to my Sharebuilder account! I get an email to my smart phone everytime I use my debit card – so it is easy to see if their is unauthorized use. The online banking is easy to use and I can send a paper check from my computer if I need to send my niece money for a birthday or pay the dog walker – all without paying for a stamp! Also – to one of commenters who said they can have a user name – you can – go into account settings and set one up! You shouldn’t have to log in seprately each time and answer security question – unless you are on a computer you have never used before?? I can’t recommend them enough!! I do still have my BofA account – but mostly because I have been too lazy to change my direct deposit with work – but it is on my list. I also have an online savings account with HSBC -it’s ok – more cumbersome login process – but my city(Seattle) has a branch!
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Both my husband and I have savings, checking, and CD’S with Ally bank. We love Ally. They’re available 24 hours a day 7 days a week. Their Customer Service is fantastic and their interes rates are very competitive.
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I vote for Ally. I’ve used their chat, email, and phone support. The experience has been great. I had a little trouble with an international wire, but that turned out to be an issue on the sender’s end, not mine or Ally’s. I’ve found myself contacting them more than I would normally just because it’s so easy to get answers from their team.
I’ve also used E*Trade and Century Bank Direct. E*Trade has OK support, not great. CBD has great support, but mediocre features.
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I have online accounts with both ING and HSBC, and have for over 5 years. I think I’ve had ING for over 10. I’ve never had security problems with either.
I have had issues with HSBC’s interface a couple times–among other things, you have a (very long) random string of numbers for both a login and a password. So I have to keep them written out full form somewhere (and if its electronic…that sounds unwise; handwritten…obnoxious to type all those numbers). So that annoys me. I’ve also found HSBC to be less user-friendly, and had access problems three times several years ago. But I’ve never heard much about security problems.
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USAA: checking, savings (currently changing over from BOA, who seem to be getting fee-hungry).
Their customer service rocks. Great website with all the standard online banking stuff, as well as scan & deposit feature. They also provide a nice iphone app that locates ATMs and that allows deposit using the camera! I’ve used both deposit methods. They work well.
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I have an online account with CapitolOne Direct Banking and it’s been great for me.
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I’ve had Wells Fargo (previously Norwest, and I’m a former employee). I like having several branches close by, so easy to use. I have checking and savings, but if fees start to climb more I may need to reconsider.
Also have had an ING for savings for a few years. Seems fine except for low rates.
I’m one of the lucky USAA insurance coverage folks, as my father is retired military. Had them for over 30 years now, and they have the best customer service, bar none. Will never change to anything else, and maybe need to look at more banking services. We get some nice discounts for having multiple products.
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ING tops my list. Easy, simple, no nonsense, no spam, and the multiple savings account option is so nice for targeted savings accounts.
I loved WaMu, had been with them for eons, and was so ticked off when they derailed. I’m now with Chase, though I’m not loving them. I’ve only kept them because I have so many automated accounts and deposits that changing banks would be a total pain. I only use them for checking/debit.
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If you are eligible, you will not do better than USAA. This company is the most service oriented, friendly, efficient and forward thinking financial services company I’ve ever worked with. Some of their products are pricier than other companies, but the service more than makes up for the disparity.
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I’ve used ING for years (a savings account, TSFA, and mutual funds), and its been good to me. I haven’t had to do much out of the ordinary though, so I haven’t put their customer service to the test much. I have never had a problem with them, and I don’t think I have had to phone them since my original account activation.
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@Mary, #124:
You can change both your username and password once you log in. No need to keep the really long, random alphanumeric strings assigned by HSBC.
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E*Trade without a doubt because of there security token. You must request it for a fee of….I think it was $25, for this battery powered device about the size of a key. A security number on it changes abour every minute. You must enter this number in additon to your user# and password when logging in to your account.
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I have tried just about all of them. Two that stand out have been Ally and Clearsky. I like them for different reasons. Ally has a well thought out Site, customer service is good and located in this Country, transferring money is real easy, it has a variety of innovative products, the interest rates might not be the very best, but they are always competitive and above average, it only charges two months interest for canceling a CD (this comes in handy for those five year CDs that have double the interest rate of the one year CDS), and when you renew a CD you get a quarter point bonus over the then prevailing rate.
I like Clearsky (and I don’t know if it still does this), but I opened up several accounts with it. After opening each account I was sent a free iTunes gift card of fifteen dollars for each account. What I liked about that was Clearsky just did that as a simple thank you. It was not part of a promotion, and it wasn’t mentioned anywhere on it’s website. The rates aren’t quite as competitive as Ally’s rates, but the customer service also is very good and again located in this Country. The website, however, could use a little work. It obviously farms the Site out to somebody else and isn’t spending big bucks. Clearsky also has an interesting newsletter and financial information on its Site.
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I will also chime in on Bank of America. Besides being one of the big banks largely responsible for the whole housing mess and economic downturn that followed, it really stinks. It used to change polices on its credit cards like every month. For instance, changing the payment due date. You’d get hit with a fee, and the Bank wouldn’t waive the fee even though you never previously missed a payment because you had automatic payment set up. It also would regularly up its interest rates. My mortgage is through it. The website interface changes constantly. It doesn’t work often. The amount it tells you to pay is different online sometimes then at a physical bank location. I’d keep cash under the pillow first before going back there. Unfortunately, it is my mortgage company so I have to deal with it somewhat.
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Barry:
Clearsky does the whole security token thing. It sent me one without me asking, so I suppose it does it for everybody free. That beats twenty five dollars. Truthfully though, I actually put that in the negative column as it seems like extra work. What am I missing?
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Two of my 3 main bank accounts are with online banks: USAA (my main checking account) and ING (my main savings). Both have been excellent and I can highly recommend them.
I do also have a checking account with a local credit union, which I primarily use for bill paying. Having a “brick and mortar” option is also good for those few occasions when I need to deposit either cash or a paper check.
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I had an account with ING direct. I verified my identify and linked it to my banking account with no problems. I easily transferred my money to this emergency account.
When I tried to add my mother as a co-account holder (so if anything happened to me, she could get to my money to pay bills, etc) a problem arose. My mother is not so tech saavy and ING initially didn’t actually send her the password in the mail. Several times she went through the on-line verification process with their person on-line but it kept failing. She either had an old password or could provide the accurate deposit amounts (partly because they kept telling her it was put by them into her account. but really it was put into my account.
I would call and try to escalate to a manager and they would resist or refuse. I tried to cancel putting her on the account and they refused. I tried having them transfer my money to to the account it came out of and close the account, but they refused. I tried sitting with her to go through the verification process, but it never worked.
Without being able to go into a place where we could verify some other method than the small transfer method, we got no where. I was even locked out of moving money from teh account during this process. It took 9 months to resolve. I finally filed a complaint with the oversight government agency. Then I got a call tellign me all I had to do was request the money be moved back to the account it was originally transferred out of and ask for the account to be closed. I pointed out that I was explicitly told I couldn’t. They said their service person must have misunderstood me.
I was appalled at the customer service and that they never owned up to mishandling the verification. I closed my account and have on-line accounts only with my credit union now.
Unless, everyone in the family is extremely tech saavy, there is a benefit to having an in-person option.
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I have only used two online banks – HSBC and Ally – so I dont have a large sample size to draw from
However I have been very pleased with Ally and their customer service. The few times I have needed to get someone on the phone I have been able to quickly.
I also like how they have a timer on their website showing you how long the call wait is before you call.
I also find their user interface to be easy and intuitive. While they dont offer sub accounts, it is easy to set up multiple accounts for different savings goals.
My wife and I have three accounts with Ally – Emergency Fund, Car Savings Fund, and our Travel Account.
We have had no security issues to report with either bank.
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I’ve had the worst experience trying to setup an INGDIRECT account.
First, they refused to give me the 6digit pin over the phone citing security reasons.
When i get my pin through the mail, they run me through the most ridiculous online signup process.
each time i sign up i need to go through the biggest hassle including entering a pin with my mouse…. jesus christ ingdirect.com aint no ipad so there’s no need to force us to use the mouse.
and then when i finally log in, im confronted with the ugliest 1995 website i’ve ever seen.
I’m so pissed i’m going to close my account and forgo my signup bonus.
on the flip side, the customer service has been friendly.
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#77 friend – Inability to name a beneficiary sounds frustrating. But your question “what happens to my money if I die”: this is why you need a will! Naming a beneficiary may avoid probate, but you should have a will so that you can designate the disposition of your assets.
On the topic of security: your online security is often tied to the strength of your passwords. I recommend a password manager (e.g. “keepassx”) that encrypts all of your usernames and passwords and helps you log in to websites after you enter the master password for the manager. That way you only have to remember one good password instead of dozens, and all of your other passwords can be randomly generated and as long as the website allows — like “b[qGQ[1jy69|ealUkhk+”.
On the topic of service: I’ve had accounts at a number of different banks, and I’ve used a handful of online banking interfaces over the years. I’ve had some truly bad experiences with customer service both in person and on the phone. The two worst were at Bank of America and Citizens Bank (New England area) — stay away from these, I’ve heard awful first-person stories beyond just my own. Currently using ING, a local bank, TD Bank, and a local CU.
Someone previously mentioned “testing” the call centers, 2-3 times each. This is a good idea. Especially try calling during busy hours and late in the evening.
Where you can, you should also try test-driving the website. I haven’t been shopping for a new bank, but I’d hope that some of these website have demo versions where you can test out making deposits, withdrawals, and paying bills. If the demo is hard to use, the real thing will be too!
Local bank:
* The online security is clearly sub-par, for a couple of different reasons that become obvious when you use the service. The only reason I stay there is because the branches are nearby when I need to make a deposit, the in-person service is good, and inertia. If I didn’t need a specific feature from the online interface, I’d shut it down. If they had competition nearby that met my specific needs, I’d switch.
* The website is ugly and hard to navigate.
* Interest rates are low.
ING:
* I’ve had savings there for over 6 years. At one point we also had a mortgage with them.
* I’ve also got a “snail mail” account with them in a child’s name — this one does not have online access.
* I’ve had automatic savings pulling money into the savings account for years, this is a nice feature.
* I’ve had direct deposit pushing money into the account.
* Account opening and setup is no more a hassle there than it is with any other account opening I’ve done.
* A human picks up quickly (American English speaking). Others have mentioned the PIN-entry feature when you call in, this seems to add an extra layer. There have been multiple times when I’ve had to call (moving/change of address, questions about things, and setting up the mortgage).
* The PIN pad gadget on the login screen is probably not any more secure than the 20 character randomly generated password I would be using with my password manager. But once you get used to it (i.e. after a couple of logins), the PIN pad is not so bad.
* Someone mentioned the special-access feature you can enable to work with Mint. This is a nice addition for a bit of extra security.
* Someone mentioned the six withdrawal per month limit. This is a federal regulation for every savings account at every bank.
* Several people have mentioned the 2/3 day time required to move money from ING into their account. This is the speed of the banking system — I make ACH transfers between banks and this also takes 2-3 days. (It beats running to one bank to get cash or a cashier’s check and then the other bank to make a deposit!) You should have plenty of cash (i.e. hard currency) on hand for emergencies so that you can wait the couple of days for a transfer if needed.
I’m not online at TD Bank, and I’ve only been with them for about a year, but service at the branches has been very helpful. A couple of friends recommended them based on this strength.
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Navy Federal all the way.
Bare bones interface, but gives me exactly what I need quickly. Web bill pay, free ATM, free checks, interest on my checking, just got set up for a 3% CD with a $50 startup (hello emergency fund). Also – AWESOME customer service. I will NEVER go back to Citibank again.
Also, all of my acounts – checking, saving, CD & Credit Card, are on one screen.
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