consolidation – changes for the worse

OK … so it’s the end of the first week after the ineptness of the FNB assumption of Metro Bank … Here’s what PennLive is saying:



Metro Bank


sound off on

F.N.B. transition

Columbia news, view & reviews has wondered about the “improvements” that are promised when consolidation happens. Other than diminished Customer Service, reduced staffing and increased fees, we’re still wondering.


Some time ago a North Carolina-based bank took over a local bank resulting in outcries from long-time Customers. Read this too.

Here’s the latest. Metro Bank Customers were warned in writing about the First National Bank takeover of Metro Bank … in writing and online. Sets of instructions were sent advising Metro Bank Customers about the transition to online banking and bill pay services that would become effective after 8:00 am yesterday.

Fine, you say. Trouble is that some Customers could not long in to the accounts … by following the instructions. Today (below) this is the screen that comes up.

bad change

So, the Customer is forced to resort to dialing the FNB Customer Service Center number, Guess what, after a dozen or so rings, an automated voice says because of the volume of callers all of our people are tied up. Please call back at a later time.

HELLO, FNB! Why is it the Customer’s responsibility to call back for service? We think we now know what the “F” stands for in FNB.

So the Customer writes an email to the email address listed:

Online Banking

The Customer asks why – in the year 2016 – a large operator takes over another operator and has not tested the systems for workability and synchronicity. The Customer also advises in the email that the Customer will make a trip to the local branch to try to get the situation resolved.

At the branch, the Customer Services representative, though pleasant, was unable, too to access the Customer’s online banking. But the representative promised to call the Customer later in the day.

Did that happen? NO.

Did the email get a response? NO.

In fact,  the Customer sent a second follow-up email. Was there a response for that one? NO.

The Customer is looking for a new bank … one that is competent to handle change … one that demonstrates concern for providing services … one that doesn’t place responsibility for Customer Service on the Customer.

Looks as The York Dispatch was spot on when it published this article “Metro Bank customers fear changes from FNB merger.” Over a month ago!

And this commenter to a Central Penn Business Journal article says: “Just got the new welcome packet. Looking for a new bank. I’ve been with commerce/ metro for 15 years and i LOVED my bank. New terms are not appealing and they’re making me pay for my savings account? No thanks.”

Here, too, is the Better Business Bureau’s report.

“Customers Are Not Always Right. They Are Just Never Wrong.”


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