After being a customer for 2 years
Leaving after 2 years. Here's why. For a bank that serves startups, it's abysmal at tech, and doesn't offer standard protection/service that more established banks offer. Here's a horror story for you. My cofounder was using our debit card, accidentally entered the wrong zip code. They CLOSED our debit card, which was linked to essential business services, without a single text message or in app alert. In fact, the only way I learned this was when I got alerts from services with payment declined. There's no way to see this in the mobile app (they're bad at tech). It was only after digging on the desktop app that we discovered this (bad at design). This being an urgent matter - we're a software company - I called hoping to get this resolved quickly. After 3min navigating automated voice tree, I reached an AI agent, which was great, but it had to route me to a human to resolve this. Here's where bad got worse. They put me on hold (standard), but the wait time escalated from 2 min to 4min to 6min (wrong direction), and every 30s it would ask if I want to continue on web chat. I said no each time. Even after saying no - clearly - on 2 separate calls, it hung up on me, and then, get this, texted me a link. But not to a chat. Oh no, they texted me a login link to my bank account. A login link! (They're bad at tech). So no link to chat, and I figure the link is somewhere on the site. Wrong again! Because, see, there is no way to chat online with Bluevine. In fact, there's no email to use, either, even under their "Contact Us" section. Seems like their design/product team, if they have one, set up a painted door test and decided web customer support wasn't needed. So I called a fourth time - I've now been trying for nearly 45min to talk to a human, in the middle of the day. This time, when is spoke with the AI agent, I threatened Bluevine with loss of my business and a negative online review unless I could talk to a human immediately. And, wouldn't you know, I was promptly connected with a very nice overseas support person. They did their best to help, but alas the best they could do was send a new card in 7-10 days. No rush on this. I'm sorry, but if you have a business you care about, you owe it to yourself to bank with a company that takes customer support and fraud technology seriously. Bluevine's tech is a decade behind, and the lack of clear access points for customer service goes beyond ineptitude to frank deception.