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Comment by tempsy | Hacker News Reader

I can call Chase/Amex/Etc and have someone pick up in seconds or minutes.

I have signed up for some neobank accounts out of curiosity and there’s no phone number just email and chat, and when I’ve asked a question it’s taken at least 2-3 days to get a reply on average.

Reducing cost might be good for the business but as a customer I get no additional benefit (my Chase account is free) and reduced quality of service. Why would I want that?

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I had the opposite experience, I needed a refund on a purchase. Revolut was immediately on the case and issued a refund (in BTC, moreover) in less than 48 hours including the time required to check what I was arguing about. And with the support chat I never really had issues thus far, with neither Revolut or N26.

Similar situation with UniCredit (of the largest banks in Italy) and it took me ages, was really close to give up. On top of that, their email support is pretty trash...

Big American banks have decent customer service IMO. I’ve had particularly good experiences with Chase, Amex, and Capital One. And those ones have invested heavily in their IT/digital experience. Might not be true elsewhere, in which case the case for a neobank is probably stronger.

Also I signed up for Revolut in the US and not sure why it’s better from a fee perspective. It charges a percentage fee for ATM withdrawals which I’ve never seen before and frankly insane.

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