Los Alamos National Bank in Los Alamos, NM

This used to be a great bank, until they chose to "upgrade" their online banking and removed basic functionality. Transfers and bill payments are now handled through an outside clearinghouse, even between two LANB accounts. The staff has not received adequate training to guide customers through the transition, and the most basic of electronic transactions are now more difficult than just writing and mailing a check. There is no longer any advantage to using this bank with their crippled system.

I've been with LANB for a decade and a half. In that time, I've never lost a card, overdrafted my account, or even eaten the free apples they provide at the branch. Recently, I mailed a check that never arrived to its destination. I promptly mailed out another check, and called LANB to cancel the original check. Imagine my surprise when they notified me that they charge an large fee for cancelling checks! After asking multiple people for an explanation of the fee, and asking for the fee to be waived, they informed me that it was my fault for sending a check in the mail. My apologies. In the future, I'll be sure to never use the checks issued to me by LANB. Or, for that matter, to not use LANB, period.

Absolutely horrible phone service with conversion to new system. On hold FOREVER! Cannot get a human to answer the phone. December 16th update: still one star. Phone service is some what better but still plan on waiting if you want to talk to a human. Before the conversion when you made an internal transfer you could make a note on each transfer as to why you are making the transfer. Now you can't make any notation when you make an internal transfer. You can however wait a nunber of days after the transfer then sign back in and enter a note on why you made the transfer. Complete waste of time. The bank statement format is horrible. Set aside some time to decipher.

After more than two decades of excellent service from LANB, I was forced to move to another institution for my banking services. The unexpected cancellation of multiple, recurring and automated bill payments required weeks of effort to remedy. Recurring transfers between LANB accounts became impossible, meaning that I accrued legal risks with no tools at my disposal to make required, recurring intra-bank transfers that are routinely available at so many other institutions. In summary, the new online banking system is pathetic. Adding insult to injury, in my vain attempts to find solutions, I found the the bank staff to be either clueless or contemptuously patronizing - often both. Perhaps the utter failure of the online system allowed the customer service issues to become prominent, or perhaps there was a total and sudden collapse of both during the summer of 2016. I held out hope for improvement, but after months of disdain by lobby staff, it no longer matters.

On hold for more than an hour. Went to the branch and sat in the lobby for over 45 minutes before they called me up. They still could not resolve my problem and asked me to come back after lunch. Really!