Chris S.
New Account Experience
Your bank has great online reviews and I look forward to utilizing your tools. However, it would be helpful to share/educate new business accounts with some unique things about your bank. 1. New accounts have extended holds on the funds. I should have kept my old bank account open during the transition, as the new account has impacted business operations and bill paying. 2. Grasshopper Bank has a different way of endorsing checks for remote deposit. I have never signed my personal signature on a business account check deposit and special wording has to be written or the deposit is rejected causing additional holds and delays. By the way, the special wording instruction is after you have already taken the picture and uploaded the check image, if you made a mistake it is too late as you cannot correct the deposited image. 3. There is something strange with Grasshopper's Debit Card that does not link with apps like Zelle, as it is not recognized as a US Bank debit card, this is concerning to me and I am not why this is happening, but I would like to be able to utilize Zelle. 4. Your customer service is responsive and professional, I appreciate their quick responses and guidance during this transition. I wish I didn't need to use it.
Response from Grasshopper BankAug 7, 2024
Hi Chris, Thank you for taking the time to submit a review! We appreciate your detailed feedback and regret to hear that you are not satisfied with your digital banking experience. Regarding your concerns, we understand how critical timely access to funds is, and we apologize for any inconvenience our funds availability policy has caused. In some cases, delays can be due to security measures and inter-bank processing times. However, we are actively exploring ways to expedite these processes to better serve our clients. Second, we sincerely apologize for any confusion regarding our remote deposit process. We recognize the importance of clear instructions and are actively working to optimize and improve our client resources, including remote deposits, integrations and the use of Plaid. For security reasons, we do not support Zelle. However, we have partnered with Plaid to provide clients with a safe way to connect their checking accounts to other modern payment apps. This partnership ensures your transactions remain secure while offering flexibility with other payment platforms. Although your experience has been less than satisfactory, we are pleased to hear that our Client Services team has been responsive and professional during your transition. We strive to provide the best possible support, and we appreciate your patience and understanding as we continue to work diligently to improve our services and resources to better meet your needs. Your satisfaction is important to us. If you have any further questions or need assistance, we’re here to help whenever you need it.