I have some CD's accounts there. I'd previously phoned with some very basic questions about a current so-called "bonus" offering. As usual, I provided all of the requisite personal ID data.Then I asked the rep to access my accounts data. She did so.With that information directly on her screen, I first asked that she acknowledge the financial number I cited, the very one on her screen. The reply she was not able to"calculate" the total. Good grief. It did not require a calculator to add up the on screen numbers.The reason for my asking directly related to a forthcoming series of related questions bearing on the "bonus" offering, such seeking some simple verifying answers.Finally, I asked to speak to a supervisor. I was then put on hold for maybe 3-4 minutes.That rep then came back on line and asked if I'd wait another 5-10 minutes to be connected to a supervisor.At that point, I'd had enough and said to rep, thanks, but no, and I'll hang up now.Previous to the phone calls, and first occurring ovwer the last few days, SEVERAL times I tried to solicit the same desired information by means of accessing the bank's chat room. Only EVERY time I entered my text information, then clicked to transmit, the same message appeared. "Sent failed." Also, when some minutes ago I'd asked the aforesaid phone rep what the problem is with the supposedly 24-7 available chat room, the reply received was no such problems have been reported. You bet! Now today I tried that chat room again, and finally I was able to transmit the same as before questions, and then followed a series of replies, some notably at variance depending on which rep responded. However, when direct questions were again posed, each rep was only able to repeat certain Marcus Bank scripted answers. Ultimately, I discerned the need to really limit the scope and nature of my questions, the last limited to just two related ones. And one of the answers received? Totally at odds with the very text which appears in the FAQ section of the bank's website! On another topic, Marcus Bank would do well, as do some other financial institutions-- at least from the customer point of view-- to allow email exchanges. Among the useful advantages, the account holder would readily be able to have a written record of what discourse had actually transpired!In all, this outfit is long on hype about its alleged, but deemed missing superior customer service, but woefully short on actual delivery of it.
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