Starr M.
Charlie Bank Horrible Experience
My sister switched her account from Direct Express for her Social Security check. Big mistake. Outrageous fees to get cash. When you use their network ATMS. Still fees. Website sucks. Can never get into it. Change password Still doesn't work. And the worst part, someone used her card and made over 200 dollars worth of charges. Was told by Charlie, you had possession of your card, so the charges are on you. Wrong She is a disabled vet on a fixed income. We have problems where we live, of management going through mail. Asked Charlie to send replacement card direct to us. Nope. Went to the office. Rude customer service. When this happened with Direct Express, they promptly refunded her money and sent a new card via UPS. Charlie treated a disabled vet with PTSD, like she was a liar or a criminal. Going back to Direct Express as soon as possible. Oh. FYI Charlie. I worked at a bank. Just because someone has the physical card on them, doesn't mean your card can't be accessed. And your fees are crazy. So when she goes to the ATM she is charged by the machine and you. 3 bucks a pop. Even in your network. And don't look up your transaction history at the ATM. You are charged 50 cents. Customer service. RUDE. She is transgender and that was a source of amusement for them. They were laughing in the background. Calling her sir, instead of ma'am. Even when she corrected them. Direct Express. You get one free ATM withdrawal. And they lied to her .Representatives said you could deposit money on your card WRONG. Do not recommend. Especially for the flippant and callous plus unfeeling way she was treated about the money she was scammed out of. Hello. She is a disabled vet, who served her country with dignity and honor. Still fighting with the VA for benefits. She lives on a tiny Social Security check and losing over 200 dollars really sucked that month. Maybe not a lot, to a big corporation like you. But I would give you 0 stars I would. Your customer service team needs to learn how to treat customers with a little more kindness and respect. And this is supposed to be US based . They need to go back to school and learn some customer service skills. And I have been in customer service for over 25 years. I know what is good customer service and like the Tuna commercial says, Sorry Charlie. You dropped the ball to many times. And don't have the exact date as my sister has it in her phone. So estimating it. And not a peep from Charlie. You say something nice about them they reply. Don't like a review. No answer. That is not professional. And shows a complete disregard of a customer.
Response from CharlieNov 8, 2024
We sincerely apologize for any frustration caused by our customer service. We understand how important prompt and effective support is. We tried to reach out to better understand the situation. Please give us a call back. Thank you for your feedback, and we look forward to hearing from you.