I joined FIB after poring over as many reviews and other sources as I could. I had settled on a handful of options, none of them very well known to me, but all seeming to offer many customers a reasonably good experience overall, in addition to high CD rates. FIB happened to be the place with the least painful application process (really, all were equal/similar, but others had technical difficulties with their site/process, including Marcus/Goldman Sachs, which I had considered to be more reputable; I couldn't get past the initial part of their application). A FIB relationship banker was in contact with me within a couple of days to walk me through the necessary paperwork. The first CD was opened, no problem. The second CD was somehow funded incorrectly (wrong deposit amount). Very concerning, considering the potential for negative financial impacts to me, not to mention the very clear instructions that I had provided (written and verbal). That said, they reached out to me almost immediately to work on making things right. I appreciate that.
Due to my experience with FIB so far, it is hard to give a single rating. I would have to rate them average to low on competence; not to be mean, but they did mess up a pretty simple request. I would rate them highly on customer service/responsiveness. Not only have they been responsive and helpful, but I was able to easily reach the relationship banker by phone and email, while getting in touch with someone else via online chat (which I didn't need, since my banker called back at that time). I have confidence that they will always try to do right by me, but I can't have confidence that other errors won't happen. I would also have to rate them high on a big part of what matters to me, which are the CD interest rates! This can change, but right now, they're among the highest available.
Also, a bit of a disclaimer on internet banking in general: Most of my research leads me to believe that many of these online-only banks are providing savings/value to customers at the expense of service. They may have fewer employees (relative to number of accounts) and no "bricks and mortar" presence. Wait times (and general accessibility) might be poor in some cases. In my case with FIB, I wouldn't say that CUSTOMER service has been bad, but I feel like the banking service I am getting so far is not up to the standard of traditional banks that I have worked with. The kind of error that happened in my case has never happened and probably will never happen with any other bank of mine. It is a very bad look for the described mistake to happen with any customer, let alone a brand new customer! To be fair, I am giving FIB a chance and I plan to stay with them unless I have another bad experience with them.
As they say, your mileage may vary. I think internet banking is destined to be imperfect at times, but so long as you get what you expect in the long term/overall (good rates, good service when it comes to servicing your accounts), I hesitate to complain that much.
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This communication is in reference to your Checking accounts at First Internet Bank of Indiana.
All Financial institutions are required by federal and state regulations to understand ongoing customer activity, therefore new account reviews are conducted on all accounts.
After further review of the new account details, we have decided to exit the relationship.
We apologize for any inconvenience this may cause you.
Respectfully,
Michele Petrey
Deposit Operations Analyst
also this trust pilot website is barely functional. Who made this? Stop outsourcing to those who would prefer to defecate in the street.
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