Poor support

Great product but really not great on your support side.

I moved to you from my previous bank because your product seemed innovative and refreshing, but I am starting to reconsider my decision after two experiences with your support service. Everything works great, until your staff actually has to fix something.

A monthly payment was double deducted from my account this morning. Your fault, not the merchant.

I called in about it. Was told I'll have to dispute the 2nd payment and wait a week or more for a refund. I wasn't happy to just accept that. I was told to hang on for 2-3 minutes while it is "escalated".

Well just over 20 minutes of listening to your really irritating music I was finally told that someone would get back to me.

This never happened at my previous bank. Such mistakes were reversed within a minute or two and it was clear that my interests were put first instead of forcing me into some costly beaurocratic process because someone else made a mistake.

This is the 2nd time in 3 months that something like this has happened. Not going to take much more of this, I am clearly not the priority in how your systems work.