Alterna Reviews

Overall customer experience with Alterna is sharply divided, with a significant majority reporting severe dissatisfaction while a small minority praises specific positive interactions. Many customers express extreme frustration with customer service, citing unresponsive phone lines, unreturned calls, and rude or unhelpful staff. A common complaint involves technical and systemic issues following Alterna's takeover of previous institutions like Pace, leading to lost account history, buggy software, and frequent service interruptions. Serious concerns are raised about financial handling, including accounts being wrongly flagged for fraud, funds being held for extended periods, and unauthorized charges appearing on accounts. Delivery of core banking services is criticized as unreliable, with reports of ATMs frequently out of service and a lack of local branches forcing long travel for in-person service. The returns or resolution policy appears ineffective, with customers reporting being blamed for account compromises and struggling to rectify errors or retrieve their own money. Product quality, referring to banking platforms and tools, is frequently described as outdated, buggy, and difficult to use. However, a few long-term customers report consistently good, personalized service and efficient problem resolution when dealing with specific helpful staff members at certain branches. Overall satisfaction is very low for most, with terms like 'worst bank ever' and 'absolute garbage' being common, though a handful of customers report high satisfaction based on long-term relationships and positive local branch experiences. The merger transition has evidently created significant operational and trust issues for a large portion of the clientele.

Last updated 4 months ago