Friendly staff and highly available, had to close out an account period will return professional…read morestaff also

I had fraudulent activity on my account so I called my branch location and reported it IMMEDIATELY…read more They told me the transactions were still pending but that they would either stop them from going through or process me a refund and that they would mail me a new card. The NEXT day- I call because no refund had been issued and the transactions were no longer pending. It was as if I had never called in the first place. The person I spoke to originally, "Brandi" , neglected to tell me that for a refund I would need to sign a form to authorize the fraudulent claim refund process. She also never sent me the document to sign!! GLAD I CALLED?! The next branch rep I spoke to was named Lani and she was INCREDIBLY rude. She literally sighed loudly and rudely over the phone when I explained my issue. She was incredibly rude and unprofessional the entire time I was speaking with her. My life has been greatly affected by COVID-19 as many others. This is a difficult time for me as I've lost my job and I'm just trying to make it by delivering food (which doesn't pay a lot). I barely had enough money in my account to afford bills before the fraudulent activity. I'm not even including groceries. She acted as if my life did not matter even a little bit to her. It is the end of the month and bills are coming up shortly- the process of the refund can take up to 5 days and they neglected to start the process or give me the information to do so. DO NOT BANK HERE.