Consumer Reports: Potential problems with online banks

PHILADELPHIA (WPVI) -- Online-only banks are popular alternatives to traditional banks, offering services like no overdraft fees and early payment options. But if a problem arises with your account, you can't just walk into a branch to fix it. As Consumer Reports found out, getting hold of someone to help you may be more difficult than you think.

If you find yourself needing to get a problem resolved with your online-only account, you might have to get creative. Try to find the company's main number online, and ask to be transferred to the office of the CEO.
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Explain your situation clearly, and remember to be nice no matter how frustrated or angry you get.

Another option is to head to social media. Send a direct message to the company on Twitter instead of a public tweet.

Give the company a chance to fix the problem before you make a scene publicly. It may appreciate that and give you a quicker and more helpful response.

Chime, the biggest online-only bank, told CR that it plans to offer full 24/7 customer service.
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If you're still having problems, you can file a complaint with the Consumer Financial Protection Bureau.



If you think you've gotten bad service, make sure you report it to the Better Business Bureau. And before you choose a service, it's always a good idea to check the BBB website to see what consumers are saying about the company.