Banking Stupidity

Yesterday’s snafu, which cost me about 3 hours of my life.

I hate when things don’t work the way they should — or even the way you’re led to believe they should. That bit me yesterday and caused a time suck for me. Here’s the story.

I recently moved all my banking to a local bank with branches throughout the state. I was tired of dealing with the mobile app deposit limits imposed by my business and personal banks (BofA and CapitalOne 360 respectively), neither of which had local branches. I figured that having all my accounts in one bank would make it easier for me to do my banking. And I found a bank I really liked, one where I was greeted with enthusiasm when I walked in and gave me service beyond my expectations. One with the online banking, bill pay, and banking by mobile app features that I needed to simplify my financial chores.

All Accounts in One Place
How refreshing to be able to see and work with all of my bank accounts in one place.

I set up the business accounts first and then the personal ones. To access all of my accounts via online banking, they set me up with their Business Manager system. I could see and work with all of my accounts (two checking and two savings) with one login. I could even easily (and immediately) transfer funds between accounts to handle surpluses and shortfalls in my checking accounts. All good so far.

I immediately set up my bill pay information for business and personal bills. I even set up e-bills and auto-pay, which would automatically pay bills on time without me having to remember to set up a payment. I’ve used this capability with online banking for years and it’s a great tool for anyone with a busy life, especially if you travel as often as I do. When I set this up, I was very careful to use the correct checking account for each payee — business bills to be paid from my business account and personal bills to be paid from my personal account.

So imagine my surprise when I got a letter from Premera Blue Cross saying they’d rejected my premium payment because they don’t allow payments from business accounts.

I wasted about 15 minutes confirming that I’d set up the autopay to pay from the correct account. I had.

I wasted another 5 minutes confirming that the payment that had been sent in September was sent from the correct account. It was.

I then spent a total of 30 minutes on the phone with Premera, most of which was on hold — of course — to tell them that they were wrong, that the payment had come from a personal account. They told me that the payment instruction — this was an electronic payment — indicated that it was from “Flying M Air L.” I had to explain at least three times in three different ways that it was a personal account held in the same bank as my business account. (Being on hold for so long put me in a pissy, frustrated mood that got me shouting at the guy and didn’t help my blood pressure reading when I stepped into the doctor’s office 20 minutes later.) The Premera customer service guy told me he’d start an investigation with the accounts receivable people but I was okay for now since my account was paid up for the month. He’d call back (which of course hasn’t happened yet.)

Later, I spent another 20 minutes on the phone with my bank’s customer service department. After not being able to figure out, at first, what was going on, they eventually told me that since I’d used a business log on to create the bill pay instructions, any payments would indicate that they came from my business no matter which account I used. If I wanted payments to show my name instead of my business name, I’d have to create a personal account login and use the personal banking app to manage payments. Fortunately, this wouldn’t change my ability to see and work with all of my accounts from the business login. I just couldn’t create personal payment instructions there.

So this morning, I spent over an hour recreating all of my payees and payment instructions on the bank’s website for personal accounts. And deleting those same instructions from the bank’s website for business accounts.

It’s dumb and its frustrating but at least (I think) it’s fixed.

Now don’t get me started on the bank websites’ crappy user interfaces.

But despite all of this stupidity, I am much happier with my current banking setup. Honestly: why did I wait so long to make this change?

4 thoughts on “Banking Stupidity

  1. I am surprised Banks were open yesterday. Can you offer a hint as to the local Bank? Sounds like they are a winner even with the web issue.

    • Peoples Bank. They have two branches in the Wenatchee area. They really are GOOD, but I suspect it’s because they’re a small, privately owned bank that they’re a little behind on the tech stuff. I don’t know if the branch was open yesterday, but telephone support was. I didn’t even think about the holiday.

  2. Ugh, my next chore is to call my credit union since they considered Mon. to be a holiday too. Credit card quit working, branch/phone staff couldn’t figure it out (even after making a new card on the spot, way cool!), and back office people gone until now. Glad the branch was open and able to handle a sizable cash withdrawal to buy an amazon gift card so I could pay for my delayed online shopping.

    • Banks are one of those things you can’t live with or without. I haven’t had a good relationship with a local bank since I left Wickenburg for good back in 2013. (That branch has since closed.) My big mistake was keeping so many accounts in BofA after I moved. When they closed their Wenatchee branch offices, things just went to hell for me.

What do you think?