When I dipped into my line of credit, there was no way to pay it off on the Web site. When I emailed to ask why not, and what I needed to do to pay off the balance, I didn't get any reply. A week later I got a reply, but only after I mailed them to inform them that I was closing my account, effective immediately. That's not the most encouraging sign. I'm totally onboard with the entire concept that a fast-growth business is going to make mistakes here and there.
Retail banking is a service business.
If the company doesn't absolutely strive to be the best in this area, I'm just not interested. Here's the thing. I've had an online brokerage and banking account for two years. I earn money market rates on my cash equivalents, I can trade stocks, I can use a debit card that draws off the money market fund balance, I have online bill payment, and I'm happy with it. What would make it special is how well it can service customers.