William Umberger sent a message to Bruce VanSaun that said:
I am attempting to open a savings account for my family trust in your Citizens Access division. I called yesterday 2/24 prior to opening the account to confirm the process. I was told to open the account in my name then go under account services to convert it to a trust account.
That generated a form that I had to get notarized and submit back.
This is where the issue began when I generated the form there was no option to add my wife as the cotrustee. But there was blank on the form for that. So I wrote her information in and we both signed the form and notarized it. I submitted the form back on the website as requested.
Then the issue occurred your people rejected the form saying I modified it. With no details what to do. So I called customer service to see what was wrong. I spoke to a supervisor there named Ebony. She explained that apparently I had to open the account a joint account prior to submitting for a trust. My issue is I didn't know that and I already went through the time and cost $30. to get the form notarized. I don't understand why this can't be corrected. Why I have to start over again and take the time to get the form re-notarized.
She also tried to walk me through making my account a joint account but that is broken too as when I go into that screen there is no account to select. Ebony said she had no access to do that for me?? Are you really relying on the website to work for that and canât override in customer service??
Do you want my business? Why can't your team figure this out?
I am not going to pay to get this notarized again as this was your error. I would prefer to do business with you but if this cannot be resolved I will have to choose another bank. I had been banking with Barcley's for many years and they couldn't do the trust account I was hoping you could.
Thanks,
William Umberger
