Sovereign Bank totally sucks ass

Today I went to Sovereign Bank (incidentally, at the branch that's attached to their headquarters), pulled up to the drive-thru ATM, inserted my card, typed in my PIN, was told to insert my deposit.

Then the thing froze up. With my card inside. Wouldn't display anything other than "please insert your deposit." I pressed the living bejeezus out of all the buttons, smacked it a few times, got out and kicked it. Nothing.

So I went inside, told them their ATM had just frozen with my card inside. "No problem, we'll get you a new one."

Um, what? My old one is inside your machine. Can't you override it and get it out? Or call the IT people and have them restart it?

Nope, they can't do any of that. "It's not a technology issue, it's a security issue."

OK, and I'm right here, in person, with my ID. My ATM card is right there, a few feet away from your head, stuck in your ATM that just ate my freakin' card.

So they ordered me a new card, which takes SEVEN TO TEN BUSINESS DAYS. They're able to tell me the card number, but not the expiration date, so I can't use it. They insisted on canceling the old one ("for security reasons!") that I have set up in various online billpay things that I need some way of paying. So pretty much for the next 7 to 10 business days I can only access my account in person at a Sovereign branch during business hours.

Oh, and they're charging me $25 for a lost card. WTF?

The best part is that after this happened, I mentioned it to a friend, who told me that she recently forgot her ATM card when going to Bank of America, and they offered to give her a temporary one right on the spot. Sovereign apparently can't do this even if THEIR TWENTY-YEAR-OLD CRAPASS MACHINE EATS YOUR CARD RIGHT OUT IN FRONT OF THE HEADQUARTERS.


27 comments:

Jodie said...

Customer service won't matter at all when the final phase happens and they're all just "BANK" and suck equally.

eeka said...

Totally. Unfortunately, there are some advantages to giant soul-sucking corporate banks. We pretty much have kept this account open for the sole purpose that they'll front you the first $100 of a check right on the spot. The independent banks can't do it until the next day, because they don't have that kind of cash.

I personally hope that the first bank to get eaten by BANK is, dammit, what's the name? First Republic or something? The one with the sappy commercials about how their bankers are like close personal friends and know all the details of your life. Um, hi, creepy?

Jerry said...

Have you considered switching banks or moving to a credit union near where you live or your employer?

Gerard

eeka said...

Yes, as I said, the only reason I still have this account open is because small independent banks won't let you get cash from a check (unless you have that much money in your account, in which case, you don't need to cash the check immediately). We love our Wainwright account in general, but we can't get cash from a check until the next business day. So we also have the Sovereign account pretty much for that reason.

Anonymous said...

I work for sovereign bank and there is not a fee for a lost checkcard. If you being charged unless were not talking about the same Sovereign!

eeka said...

"If you being charged unless were not talking about the same Sovereign!"

what

Anonymous said...

yeah.. i work for sovereign banks as well. We don't charge for card replacement. Next time, get your fat ass out of the car and go in and see a person face to face. That way you need not worry.

eeka said...

Nice to see that Sovereign Bank's alleged employees are so polite to customers.

They charged me $25 for a card replacement, then eventually refunded it. By the way, my fat ass was inside the bank when I talked to the representative who told me I would have to wait 7-10 days and who charged me $25. If you're actually interested in being helpful, feel free to e-mail me and I can tell you his name and you can contact him and share with him how he can order replacement cards without a fee. Or if you're just here to be an ass, then carry on.

Anonymous said...

Ok, I know I am pretty late on this one however I am the one who posted there is not fee and meant to say we must not be talking about the same Sovereign. However the only $25.00 fee I know of is for expedting the bank card which honestly should of been done for you because it wasn't your fault the ATM was stupid or that the teller didn't tell you prior that they would expedite and waive the fee. The bank can definetly have its moments but that should not have happened that way.

Chaka Benson said...

They also lie about your account balance so they can get you in a compromising position and "pop" your account.

The banks made record money from Overdraft fees this year. Sovereign hits you to the tune of $35.

Try it.

Get an account balance from the ATM, and then use their website to check your balance.

It won't be the same.

I am going over there right now, and withdrawing every penny from this #expletives deleted# UHHHHNNNHH!

Anonymous said...

I love reading these blogs and posts online about how people hate banks. Now I will admit, banks can be ridiculous at times, but you're a moron...I work at the branch located in the corporate office in Boston...there is no drive-up to speak of. Also, every banks atm's break down from time to time...they're computers. But you had the right idea in punching buttons and smacking the machine...that usually works. I think the $25 fee they charged you was the "dumbass customer" fee.

eeka said...

Again, Sovereign employees are showing how classy they are by searching for people who complain about the bank and then calling them names.

I don't know why I even bother, but here's the streetview showing the drivethru. There's a driveup ATM and a driveup teller window. Somehow I'm not surprised that there's someone who works in the branch and doesn't realize these features exist there.

http://maps.google.com/maps?source=ig&hl=en&q=morrissey+blvd+boston+ma&ie=UTF8&hq=&hnear=Morrissey+Blvd,+Boston,+MA&gl=us&ei=7Iy1SpXYCKOI8Qby4MGyDQ&ll=42.319502,-71.049882&spn=0.004101,0.008937&z=17&layer=c&cbll=42.319585,-71.049923&panoid=HhqLsQb_N1Fg7Z60ddhlRg&cbp=12,67.57,,0,5

Bryan said...

Today, I recieved $600 in insufficient funds fees because I was in the red from a charge I DIDN'T want and specifically called and asked them to remove (which they said they couldn't, but that it would just get bounced and I might get changed a bounced check fee), and they never declined my credit card over the holiday weekend. When I called, they basically said "too bad."

I have always had trouble with them, but this is too far. I am switching banks at the earliest opportunity, and will spend my dying breath shouting at people to switch banks.

eeka said...

Bryan, I'm not sure where you're located, but if you're in Boston, Wainwright Bank is the only one I've found that will allow you to choose whether to have overdraft "protection." If you choose not to have it, it will decline purchases or ATM withdrawals that will bounce your account. It's especially great for elders or people with disabilities, or people like me who are using that account for spending money and have another account (with overdraft allowance) for paying bills and all that. If my spending money account is running low, no big deal, and I just forgo the latte or whatever. I don't use that account for things where getting it paid is worth the overdraft charge.

For paying bills and stuff, I have an ING Direct Electric Orange account, which is available anywhere in the U.S. Their overdraft thing charges you interest on the amount overdrawn, up to $160 I think. So if I overdraw the account by a hundred dollars for a few days, it charges me a few cents. Totally worth it.

Anonymous said...

To the genius anonymous sovereign employee:

they do charge a fee for an EXPEDITED card, and refund it later. But the fee always has to go through. I hope your not in a position where you help customers if you don't know policies & procedures. But good job insulting the customers who only explained her experience with the bank. Your wicked awesome.
Oh and yeah, they SHOULD have just grabbed your card, unless they didn't have access to it. Your one of the lucky ones. There are FAR WORSE customer stories I could share...

Randi said...

I googled, "Sovereign Bank sucks" and this was the first hit. Just wanted to share my experience: I went in to open a checking account, and the employee opened me a savings account. So I told her no, checking, and she opened that one as well. I asked her if there was a minimum amount required for the accounts and she told me, no, everything was free. No minimum required. I also told her I did not want a debit card, ONLY an ATM card and she said that was fine. So...they mail me a debit card a week later, as well as a letter saying I was denied a credit card I never signed up for because my credit was bad. Or actually, whoever "Randy" was - HIS credit was bad, as they obviously spelled my name wrong and looked up a fake person's credit. That was actually fine, though, as I never signed up for a credit card in the first place. They made ME come into the branch in order to switch out the debit card with an ATM card, even though they were the ones who sent me the wrong thing. Then they deducted money out of my account for not keeping the minimum amount in it that they told me was not required. When I called up and explained, and asked them to waive it, they said no, they wouldn't waive the fee, despite their employee telling me a lie! They instead blamed me for not reading all the fine print for this account I didn't even request to open! So I sent them a nasty email, closed my account, and they eventually gave me the money they stole back. But yeah - this bank has the worst customer service.

Cristafer said...

I just Fired Sovereign Bank... Loudly and Proudly... they are fee hungry, creative accounting bastards and I'll NEVER do business with them again... they've sucked their last dollar from my pocket today.

Anonymous said...

Sovereign bank REALLY sucks ass. Judging by the way the customer service representatives handled my problem, and the idiot alleged employees commenting on this blog, they must really look for the most inept, bottom of the barrel candidates when hiring.

I lost my ATM card Saturday the 17th and called immediately after I had noticed, to have them cancel the debit card and send me a new one. I just moved a few miles away at the beginning of July, so the first thing I did was tell the person that I moved and to make sure they send the card to my new address. The last thing I did was verify my new address and ask them which address it would be sent to, and they assured me it would be sent to my new address 7-10 business days later.

10 business days later I still haven't received the card. I call the customer service line and they tell me that it was sent to my old address even though they had my current address on file. Now I have to wait another 10 business days to get a new card.

Not everyone has the time to visit a branch during business hours when they need cash. Sovereign Bank sucks ass and I will switching to a less shitty bank asap.

karen marie said...

Sovereign Bank does indeed suck.

My house was robbed on Christmas eve and my wallet was taken. Before I called the police I called Sovereign to report the card stolen. I found out 13 hours later that the idiot who took my information was "not authorized" to take a stolen card report.

After I called to report the B&E to the police, I called my local branch to make sure they were aware of the stolen card. I was told the manager was busy. I asked she call me back. No one ever called me back.

When I went in the Tuesday after Christmas, after spending Sunday and Monday digging myself out after the blizzard, they gave me a ration of shit because I expected an apology for their fucked up service.

Nine days later I still have no debit card for the new account and no one at Sovereign is willing or able to tell me if the card has even been mailed.

Tomorrow I am going to withdraw all my money, close the account and find another bank.

Anonymous said...

fuck sovereign fuck soveriegn fuck soveriegn fuck sovereign.... now i feel a little better. to the sovereign employee forum trolls, fuck you fuck you fuck you... i just checked my my savings account online. i have 2.5k in there and i got charged $5 in service fees. what is that shit? fuck you. also when i called to activate my new bank card a few weeks ago the shitbag operator kept trying to get me to pay for some identity theft bullshit while he finished activating my card. the way he kept phrasing it was "ill just go ahead and sign you up..." NO SHITBAG, NO YOU WILL NOT. if i was an elderly person i would have fallen for that shit. fuck sovereign, fuck their dirty underhanded ways, and fuck any employee that doesn't acknowledge what a piece of shit devil spawn bank they work for. rant concluded

Christopher King said...

They have no sunday hours, they suck.

Anonymous said...

sovereign bank sucks, they cashed someones 1500$ check in my account that had the same 4 numbers in there account. it took them a week to put the money back in my account and doing so they canceled my car payment... Try to do some online banking from 1am-3am and you will be out of luck. Why? also don't get overdraft protection, it's just the banks way of stealing money from the poor... I barley keep money in my sovereign account anymore, just waiting till i use up all my checks... i had to use my other bank atm card in a sovereign atm and sovereign charged me 2.00 but the bank I have now refunded me 2.00

Anonymous said...

I know this post was made over two years ago, but I'm upset and have to rant about what just happened. Apparently, Sovereign decided to put a block on my card because of "suspicious activity." This just led to an incredibly embarrassing yelling match with a cab driver after I tried to pay with my card, couldn't, and then couldn't take money out of the ATM he drove me to. What was the suspicious charge you ask? A $6.75 TICKET FOR A COMMUTER RAIL TRAIN I TAKE EVERY GODDAMN DAY.
After years of issues with this bank I really wonder why I'm still with them.

Mary Jane Gilbertson said...

I was with Sovereign for 18 years, no problem until they went "international" when bought out. I was 48 years old working 9-5 and in one month there were 9 withdrawals at the branch at MIDNIGHT for 20.00 Now why am I suddenly a night owl, why would I take out 20.00 9 times at midnight in one month? After 18 years there was NO pattern like this at all. I inquired nicely, thought something was awry and I was called a liar via a two page letter from Corporate, yes a liar. It was in fact me, I wrote back about being called a liar and another individual at Corporate took up the defense, another executive felt this was perfectly sane and reiterated that I was a liar. OMG

Jules said...

I also typed in "sovereign SUCKS" into google just to see if other people were experiencing the crazy sneaky things that this bank does. It does not suprize me AT ALL that the employees from sovereign are complete asses because they are just as bad if not worse at my (soon to not be my) branch in Southern New Hampshire. I am so glad I found this! The same thing happened to me with the identity protector thing! I told the lady literally 7 times (I kept count) that I DID NOT in any way want it. She kept insisting but after saying "no" a few times I started getting frustrated. I never once agreed to sign up for it. So a few months later I notice I get charged for an "Identity protector fee." I saved all the paperwork, all the notes about how I had repeatedly said no because I had a feeling it would come back to haunt me. OH BOY IT DID. I called the stupid helpline where they were just as bone-headed as everyone else employed by sovereign one way or another. The lady kept saying "We strongly advise you rethink canceling." To shorten the story that call ended with me screaming "CANCEL IT OR THERE WILL BE CONSEQUENCES, NO EXCUSES!" Then, my naive self thought it was over but a few weeks later I got charged again! I call back and by this time I have had it. The lady says it's because I called too late in the last month for it to be cancelled. I never even wanted the stupid service in the first place, but noone would listen. The craziness, I'm telling you!
Now back to the terrible employees:
A few times at my branch I have waited (being the only one in line) for about 5 minutes while the same couple of people have their personal conversations about how cute so-and-so is or how much they hate so-and-so. It may not sound like long but to actually wait for five minutes is a long time. I'm a patient person but last week I was in quite a rush just as most of us are. So I say excuse me would you mind helping me? She says, "Umm did I call you up to the desk?" EXCUSE ME!? That is only the last thing I remember but as a Sovereign Member I am a part of this bank. Why am I a part of a bank that charges up the bum for things I didn't even want and for their employees to give me more attitude than my teenage brother on a bad day? I have no idea! I need to switch to a better bank and so does everyone else! Hey Sovereign, up yours!
-Jules

Anonymous said...

all these comments sound so familiar why dont we leave go to a good local bank vote with your money come on lets get this going

Anonymous said...

Sovereign Bank has the worst customer service ever, both on the phone and in person. They don't understand your problem, they pass the buck ("That's not my job!"), and they won't solve the problem even though it's their fault.

And I agree with the person who commented on the employees ignoring them. I showed up at the branch and the teller said I couldn't speak to any of the reps because they were all "busy" but could I come back at 4 P.M.? NO! I'm on a tight time schedule and don't have time to schedule another trip!