I am a small business owner
I am a small business owner. I’ve been a loyal WSFS customer for over 30 years. Both my personal and business accounts are with you.
In May I went to the Pike Creek branch to dispute 4 charges (ach). I was told that the bank couldn’t tell me who/where the charges originated from but that we could dispute all 4 but only the charges within the last 60 days would probably be removed. The gentleman also said he would stop the recurring ($142.89) charges immediately. Received a letter saying the dispute was denied. I thought I’d let it go - Shame on me for not reconciling the account on a more consistent basis.
6 weeks later - the recurring charges are STILL posting (7/2 and 8/1). I go to a different branch (College Square). I am told the exact same thing - no problem -both charges are well within 60 days - we will follow the process and it will all be fixed. Additionally the young woman tell me that the first gentleman did NOT issue a stop payment and that is why the charges continue. I also gave her a new address and phone for my business. TODAY. Get a letter saying dispute denied - past the time limit. I call the 800 number on the letter. A very well informed young woman named Kristen tells me that ach charges must be disputed within 24 hours. She also tells me that College Square put a GENERIC stop on the checking account (just for description BANKCARD) and they should have specified the amount ($142.89). She also tells me that the address and phone do my business account was never changed. She put me on hold (to her credit for less then 3 minutes) and give me the name, phone number and company ID for the disputed transactions.
I have so many questions- how could 2 representatives of a bank that purports to LOVE SMALL BUSINESS be so poorly trained??? I understand it’s my fault for the first 2 - but the last 4 transactions were well within the 60 day limit that WSFS told me I had. Additionally how can I be penalized for the last 2 as they were a DIRECT result of the Pikecreek Rep not doing what he said he would do.
I understand training challenges. But when 2 people (not tellers - they say at desks) give the exact same incorrect information I have to belong to be this is a systemic issue.