Customers rely on banks not only to keep their money secure, but also to make financial transactions simple and safe. To determine which bank is the best – and which is the worst, PissedConsumer recently analyzed 2776 survey responses. The ranking is based on three measures: issue resolution, customer satisfaction, and recommendation intent, combined into a single score. Only companies with at least 50 valid responses for each survey question were included in the ranking; as a result, some large or well-known banks may not be represented. Using this information, we have compiled a list of banks with the best and worst customer service. Where does your bank land among our list of the worst banks? Content: List of the Worst Banks in the USA List of the Best Banks in the USA Detailed Survey Methodology What Are the Worst Banks in the US? To determine placement on the list of the best and worst banks, the rating was based on survey responses regarding overall issue resolution and customer satisfaction scores derived from customer reviews. Customers’ desire to recommend the company to others was also factored into the ratings. These factors combined gave us a comprehensive ranking. Detailed methodology outlined below.* Based on consumer feedback collected by PissedConsumer, the banks that most frequently received complaints about poor customer service, unresolved issues, and low recommendation rates include CitiBank, Varo Money, GO2bank, Chase Bank, and Credit One. Companies were ranked by overall customer satisfaction. So, what is the worst bank? Our results are in the chart. Company % of issue resolution CS satisfaction % % of recommendation Score CitiBank 20 20.00 0.00 400 Varo Money 35.8 27.80 14.40 780 Credit One Bank 45.5 36.40 17.70 996 GO2bank 56.3 55.00 14.00 1253 Chase Bank 50 46.70 36.40 1331 CitiBank: “They’re holding my money hostage” At the bottom of the list of worst and best banks, customers have found CitiBank lacking in customer satisfaction and issue resolution. Currently, 0.00% of CitiBank reviewers would recommend the bank to a friend or family member. Overall, CitiBank has a 1.4-star rating out of 5 based on 885 bank reviews. While customers note that the bank offers good promotions and fair, competitive rates, they are extremely frustrated by customer service failures and long wait times. Customers are also very frustrated with account freezes and withheld funds. For example, one customer opened a new account and deposited their paycheck using the mobile app. CitiBank then “decided to hold [the funds] for a week and a half.” This delay prevented the reviewer from seeking medical care or paying bills. I spent every day for week a total of six to seven hours on the phone.. and STILL GOT NOWHERE. Varo Money: “There’s absolutely no customer service available.” Varo Bank currently sits at the very bottom of this list of the best and worst banks according to consumers’ opinions. It is a digital bank offering traditional bank accounts and debit cards for consumers. 2416 online reviews for Varo Money on PissedConsumer.com have left the bank with a 1.7 star rating out of a possible 5 stars. And only 14.4% of users would recommend Varo Money to a friend or colleague. Customers like that Varo Money is online and that it is easy to work with the direct deposit features. However, customers struggle with finding ways to communicate with the company. Varo Money customer service resolves only 35.8% of customer issues and has a satisfaction score of 27.8%, according to survey respondents. One customer explains (#6910612) that the “app is constantly down” and that “there’s absolutely no customer service available.” The customer warns, “Don’t trust your money with these crooks.” See List of Best Banks Credit One Bank: “I want to speak to a human now” Over 660 customers reviewed Credit One Bank, praising the good deals and noting that the company resolved issues. However, customers are frustrated by recurring billing and fee disputes, account blocks, and complaints of fraud and identity theft by the company. These issues have left Credit One Bank with a score of 1.4 out of 5 stars, and customers complain that only 45.5 percent of issues are resolved. One customer did find a resolution with the bank. The customer was confused (#6233605) about an email the bank had sent and had struggled to reach customer service. When they called customer service, the customer would get an “automatic message that does not help.” Eventually, the company did fix the issue and apologized. Go2bank: “You can’t get through to talk to anybody” GO2bank is another online bank near the bottom of our list. More than 600 reviews have given the bank 1.5 stars out of a possible 5. Customers complain most about a lack of human support and the potential for fraudulent activities in their accounts. While some customers do praise the early direct deposit features, the GO2bank customer service satisfaction score is only 55%, and only 14% of customers would recommend the bank to a friend or colleague. In review #7104708, a user shared that their attempts to connect with customer service were not successful: You can’t get through to talk to anybody. It goes to automated system and nobody can ever get on the phone. It takes forever to get on the phone where you can talk to someone to get help. Chase Bank: “The absolutely worst customer service experience” Chase Bank is one of the largest financial institutions on this list, with both commercial and consumer services offered. Chase Bank currently has 2402 customer reviews on PissedConsumer.com, and 36.40% of customers claim they would recommend Chase to a friend or family member. These reviews have created a 1.7-star rating for Chase out of a possible 5 stars. Customers frequently call the company about payments, charges, and other account issues, and 50% of these issues are resolved, as reported by consumers. While some customers praise the bank's convenience and accessible ATMs, many complain about poor customer service and security issues. A Chase customer recently wrote that Chase has “the absolutely worst customer service experience” after the bank refused to cash a check that stated it could be cashed “at any Chase Bank location.” When the customer called a local branch to complain, they reported that the “manager actually hung up on me when I called!!!!” Share your experience What Are America's Best Banks? Consumers ranked USAA, American Express, Wells Fargo, Bank of America, and Capital One as the top-rated banks. The same formula was used to rank the best and worst banks on this list, based on feedback on issue resolution and overall satisfaction. Here is our list of the best banks as ranked by consumer input: Company % of issue resolution CS satisfaction, % % of recommendation Score Capital One 57.1 52 39.40 1485 Bank of America 56.5 76.30 50.00 1828 Wells Fargo 63.6 61.10 66.70 1914 American Express 73.5 71.90 60.00 2054 USAA 71.7 75 60.70 2074 Capital One: “Hats off to Capital One” One of the larger banks on this list, Capital One, earns more than $30 billion in revenue. The bank offers a range of financial services, including credit cards, mortgages, auto loans, savings accounts, and more. Capital One currently has a rating of 1.6 out of a possible 5 stars. This is based on 2.1k customer reviews. Despite some frustration with hidden fees and inconsistent account locks, 39.4% of customers said they would recommend the bank to a friend or family member. Customers praise the support that is available over the phone and the user-friendly banking app. For example, one customer made two online purchases but never received refunds from the companies. Then they reached out to Capital One for help: I called Capital One and explained the situation with both charges.The very helpful customer service person filed disputes with both companies. I do have wait up 90 days for final resolution but in the meantime, they have credited my account. Hats off to Capital One Bank of America: “Persistent, polite, and helpful” Bank of America scores well among consumers, landing it on our list of the best banks. The company currently has a 1.7-star rating based on 2.4k customer reviews left on the PissedConsumer website. 50% of the consumers would recommend this bank to a friend or colleague, and the overall Bank of America customer service satisfaction score is much higher at 76.3%. While customers complain about app login issues and inconsistent branch treatment, many praise convenient locations and online availability. While one customer was frustrated after “a back and forth between Customer Service, Fraud, and Accounts” when calling Bank of America, the customer was eventually “connected to a Cheryl” who was “very persistent, polite, and helpful in trying to help.” Sometimes one friendly representative can turn an entire customer service experience around. Wells Fargo: “Wells Fargo is excellent” Another large bank with a long history in the United States, Wells Fargo in among the best banks on this list. Customers reported that 63.6 percent of their issues are resolved when they contact the company, leading to a 61.10 customer satisfaction score. Wells Fargo has a 1.6-star rating based on 2k reviews on PissedConsumer. Customers do complain about frozen accounts and high fees at times. They also express some frustration in trying to receive an advertised bonus, but ultimately, the customer service department and fast bank account transfers win out. Customers also noted the prompt fraud reversal when bank scams are detected. One customer discovered fraud (#6465476) with their debit card and reported it to Wells Fargo. Wells Fargo is excellent!! They handled my issue promptly and reversed the issue. I would recommend wells fargo to anyone American Express: “The service and staff are very good” American Express customers have given the company a 1.9 out of 5 stars. Customers might occasionally be frustrated by unexpected billing issues or fraud claims, but they can resolve these problems and account access issues with helpful customer service. Currently, 71.9% of surveyed customers are satisfied with American Express customer service, which closely aligns with the 73.5% of issues the company resolves. In addition to praising customer service, customers also appreciate the competitive interest rates on savings accounts and the American Express rewards program. One customer shared that they wanted to close their American Express business card and called to customer service. Even though, they encountered an issue with email confirmation due to lost acess, they acknowledged that it likely required “more help than they can provide” and shared: The service and the staff are very good, and I would recommend them... They were very helpful and said they would cancel my card/account and the service fee. USAA: “Exceptional customer service” At the very top of our list of the best and worst banks, USAA scores 75% in customer service satisfaction. When customers call, 71.7% of their issues are resolved by the company, and almost 61% of customers would recommend USAA to a friend or family member. Overall, the bank has a rating of 1.9 out of 5 stars based on 2.2k reviews. While some consumers are frustrated with scripted phone responses, higher interest rates, and insurance issues. Others consider the bank reliable, appreciate its security measures, and highlight positive customer service experiences. For example, in review #710986 consumer shared: I say that USAA has the best customer service ever. Agents are always polite and eager to help me out. Combining Financial Security with Customer Service Customers are seeking high quality experience with all their service companies, and banks are no exception. The top banks on our list are those that provide solid products and care with financial matters, combined with excellent customer service. While issues with money will always be stressful, the best banks know that customer service can not only resolve the problem but also reduce the anxiety and anger that surface when customers feel their funds are in jeopardy. How do you find the best bank for your needs? Look beyond the basic services offered and investigate how the bank will support your needs as a customer. Reviews from others can tell you more about the quality of a bank than anything else, and you may be in a position to help others. Write a review and help others find a great bank or avoid working with one of the worst. Share your experience Survey Methodology* PissedConsumer.com conducted an online survey among 893 U.S. visitors in 2024, focusing on their engagements with customer service teams to understand how consumers ranked the worst and best bank services. The report highlights responses to three key questions: issue resolution, customer satisfaction, and likelihood of recommendation (NPS score). Each company's analysis is based on a minimum of 50 responses per question. To calculate the rating of the company with the best customer service, we multiply each of the above 3 factors by the given coefficient of 10. The formula: Issue Resolution Score = % of Issue Resolution *10 Communication Satisfaction Score = % of Communication Satisfaction *10 Recommendation Score = % of Recommendation *10 Best Customer Service Rating = Issue Resolution Score + Communication Satisfaction Score + Recommendation Score *Disclaimer: Ranking and statistics are based on our users’ review texts and Pissed Consumer posters’ reviews. Also, a company’s rating is calculated using a mathematical algorithm that evaluates the information in the profile, including users’ rating, the number of resolved issues, the number of company’s responses, etc. The algorithm is subject to change in the future.