Consumer complaint received 2024-02-12
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: WSFS FINANCIAL CORPORATION (PA)

Dear Consumer Financial Protection Bureau ( CFPB ), I am writing this letter to express my dissatisfaction and concern about the ongoing denial of access to my online banking account with WSFS. The bank has been unable to resolve this issue for a significant period, which is causing distress and inconvenience to me. 

In the week of XXXX XXXX  2024, I attempted to log into my online banking account as usual but encountered an error message that prevented me from accessing the platform. After multiple attempts and contacting the customer support team of WSFS, it was determined that there seems to be a technical issue with security team preventing my login credentials from being accepted. 

The customer support team has made several assurances that the problem would be resolved quickly, and asked many identification verification questions, and I have truthfully answered all of them to confirm my identity. The representative promised to give this information to the security team and my account access will be restored within 3-4 days. However, I checked back on XX/XX/XXXX, my account was still blocked. I called the customer service again, and they asked for my banking account and activity, and identity, which I confirmed again ; the customer service proceeds to transfer me to a local branch of the bank, which they refused to perform any action unless I come into person. As of right now, I live XXXX hours away from that branch and can not walk out of the house due to a XXXX XXXX ; it's inhumane to ask an injured person to accommodate such outdated request. 

On XX/XX/XXXX, I called the customer service again, but they can not help and request that I called back on XX/XX/XXXX. 

On XX/XX/XXXX, I called again and they asked me to submit my identity, which I happily obliged, yet they also request a notarized letter to confirm my identity. I found this as a form of extortion. I did not do anything wrong on my part. Why should I have to pay money to see my money because of their system 's shortcomings? Thus, I refused to submit any form of notarized letter. I spoke to a manager, who told me that they will send out an email to the security team with urgency and I will get a call from the security soon. I even confirm my email address and phone number with them to make sure they have the right information. I even send an email to the customer service, asking to speak to someone who can help with this issues. Yet, I have not heard from them at all. 

At XXXX XXXX   eastern time on XX/XX/XXXX, an email from the customer service told me resubmit my request calling ( XXXX ) XXXX, which I did. The customer service failed to get into contact with the security team, and reassured me with " we'll send the security an email and call you back ''. 

Despite heavy efforts from my side, I am still unable to access my account online. At this point, I've decided to turn to CFPB for help. 

This lack of access to my banking information has caused considerable inconvenience in managing my finances and keeping track of my account balance. Furthermore, it is causing unnecessary XXXX as I am not able to monitor any unauthorized transactions that may have occurred during this time. In addition, I am suffering from a XXXX XXXX. 

I am deeply disappointed by the bank 's failure to resolve this issue promptly and efficiently. As a loyal customer for 5+ years, I expect a higher level of service from WSFS . The continued denial of access to my online banking account is unacceptable and has significantly damaged my trust in the institution. 

I would appreciate your assistance in addressing this matter as soon as possible and request that you investigate the bank 's handling of this issue, including their efforts to resolve the technical problem and provide adequate communication regarding the progress made in resolving it. I would also like to know if there have been similar complaints from other customers experiencing issues with online banking access at WSFS Thank you for your attention to this matter.