Michelle H.
Billpay blocked by "Security features"
If I could give a zero I would. I have banked with mainstreet for over 25 years and been happy with their service. But as of today, I am switching my direct deposit and all my banking to another bank. In the last several weeks I have been locked out of billpay twice. The message is that my "device" is blocked. This is untrue - it's ALL my devices. The only way to get back in is to call them. But it doesn't stop there. The first time, the person I spoke to was able to fix the issue. But this time they did not. I discovered lost access July 3rd after hours. Emailed them on Monday after the holiday weekend but the answer was rediculous: "The device you are using must have had an update as it is showing as a new device. Your device has to be remembered for one week to utilize the Bill Pay feature". 1 week !!??? Emailed them again: " So you are saying if my devices all get updates, which happens all the time, or if I clear my cache or something, or I use a new device to log in, I lose online banking for a week? " : still a rediculous answer. So I called them and yes, it is true. A dynamic IP address - which is common - will do it. Clearing the cache and cookies - also a common resolution to web issues - will do it. Windows or browser updates could do it. Too bad, its a security "Feature". You'll be able to access in 7 days. So all told - 13 days after I discovered the problem, I'll be able to access bill pay! No - This is completely unacceptable. Will they pay the fees if I can't get my bills paid on time? Of course not. Changing banks immediately.