With the exception of BB&T, TD Bank and Capital One 360, all the big banks I called featured a menu that used voice commands. Specifically, I paid attention to whether the system was entirely voice-activated or required me to use my phone's keypad. When calling each bank, I made note of how their customer service phone system was set up.
Navigating the customer service options Image via Flickr All of them allow you to use automated support to check your balance or make transfers any time day or night, seven days a week. Half the banks have representatives on hand 24/7, while the other half operate on limited hours each day. I also made a point of asking each representative when live phone service was available. The majority of people I spoke with worked at call centers in the U.S., although Chase, Citibank and Wells Fargo connected me with reps overseas. None of the banks were able to offer an alternate number, although a few of the representatives I spoke to suggested calling the branch directly instead. I also asked if there was another phone number I could call that would be more direct and whether their call center was located in the U.S. These are accounts that are designed for people who've been denied a regular account because they have negative information on ChexSystems. I used the customer service number listed on each bank's website for new accounts, and for the sake of not hanging up after the representative answered, I asked about second chance checking accounts.
To get a feel for how each bank's telephone customer service works, I spent some time calling them up and asking a few questions. I put customer service hold times to the test at the top 10 big banks to see which ones have the shortest and longest waits. However, with more banks converting to automated systems, getting an actual person on the line may mean waiting a little longer than you'd like. When you've got a problem with an existing bank account or a question about opening a new one, calling customer service is often more convenient than visiting a branch.
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