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When it comes to providing strong customer service, banks with extended branch hours and friendly phone support have traditionally stood out. Nowadays, an added component of the customer experience is how well a bank’s mobile banking features meet people’s needs.
Priorities for bank customers these days often include aspects such as:
- An intuitive mobile app with self-help options
- In-person banking services
- Around-the-clock phone support
- A large ATM network
- Services such as Zelle and mobile wallets
The good news is there are more options than ever to meet your specific needs. We examined data from Bankrate’s bank reviews to determine the top contenders when it comes to customer experience. Here are the banks that really stood out for providing a great experience when it comes to factors including mobile banking, branch availability, ATMs and phone support.
The well-known and widely used Chase Bank is the largest bank in the country by assets. Chase also offers the most branches in the U.S., with more than 4,900 branches in 49 states. It continues to expand its footprint in new markets.
The bank’s user-friendly mobile banking app has earned favorable reviews in the app stores. You can use it to open accounts, pay bills, set up credit card travel alerts and more. The app also publishes a daily snapshot of your account transactions, which includes both a list and a bar graph.
Chase offers representatives on the phone 24/7. If you prefer to avoid waiting to talk with an agent, you can send a message to a bank representative from within the app.
Chase ranked highest for customer satisfaction in three of 15 U.S. geographic regions in J.D. Power’s 2023 retail banking satisfaction study.
Where it shines: Chase provides ample access to branches as well as a full-service digital app.
Wells Fargo is another option for a banking experience that delivers on both the branch and digital fronts. It operates more than 4,500 branches in 40 states. The bank’s highly rated mobile app allows you to open and review accounts, transfer money, make payments, manage investments and get access to your FICO score.
Customers have access to more than 12,000 Wells Fargo ATMs nationwide, as well as phone support on a 24/7 basis.
Where it shines: Wells Fargo provides robust digital banking features and a large branch network.
Where it could offer more: It’s still recovering from a major cross-selling scandal where customer accounts were opened without their permission.
The online bank has long been recognized for its strong customer service — and for good reason. Bank representatives are available 24/7 by phone, and when you’re logged onto the Ally website or mobile app, you can see the estimated wait time. Live chat is also available to customers through the app and website.
While you will give up access to branches by choosing Ally, you will gain access to a comparatively large ATM network. By partnering with the Allpoint network, Ally provides fee-free access to 43,000 ATMs. The bank also gives you the option to put controls on your debit card transactions, such as blocking transactions based on merchant categories.
Where it shines: Ally makes agents available 24/7 and offers a virtual assistant.
Where it could offer more: You’re not able to bank at a branch.
Bank of America
Bank of America offers plenty of digital features, an extensive network of around 3,900 branches and about 16,000 ATMs — which is fewer ATMs than what Ally offers but more than what Wells Fargo makes available.
The bank ranked highest for customer satisfaction in one of 15 U.S. geographic regions in J.D. Power’s 2023 retail banking satisfaction study.
With Bank of America, customers have access to a mobile app that stands out from many of its rivals. The app includes a virtual assistant, called Erica, that can provide account insights, notify you of duplicate charges, help you redeem rewards and send you bill payment reminders.
If you need to meet with a branch specialist, the bank lets you schedule an appointment online.
Where it shines: Bank of America offers a useful mobile banking app and a large branch network.
Where it could offer more: As a deposit customer, you won’t have access to phone agents 24/7.
Capital One maintains only around 300 branches in just seven states, although it also offers cutting-edge online banking through its highly rated mobile app.
The bank also operates around 50 Capital One Cafés, where you can open accounts and make transactions — and customers and non-customers alike can purchase food and drinks. Free financial coaching sessions are also offered at the cafés.
Through its own ATMs as well as the Allpoint and MoneyPass networks, Capital One provides customers with more than 70,000 fee-free ATMs — which is more than Chase, Wells Fargo and Bank of America have to offer, combined.
The bank’s customers can also utilize the Add Cash in Store feature to deposit cash at CVS stores at the register.
Customer service phone support is available from 8 a.m. to 11 p.m. Eastern
Where it shines: Capital One offers plentiful access to fee-free ATMs, as well as a well-regarded mobile app.
Where it could offer more: The bank doesn’t offer as many branches as most other big banks, and phone support is not available around the clock.
Citibank provides the kind of access you ought to expect from a big bank: It offers 67,000 fee-free ATMs in the U.S. and makes bank representatives available 24 hours a day, seven days a week over the phone. You can find banks with a larger branch footprint, but Citi’s selection is still impressive with more than 600 branches.
When it comes to its mobile app, Citibank lets everybody use the app without having to have a Citi account, so you can explore the bank’s account offerings before committing to anything. However, you won’t have access to the full menu of the bank’s mobile features until you open an account. The app allows customers to deposit checks, pay bills, turn their card off if it goes missing and click to connect to a financial adviser.
Where it shines: Citi offers a large ATM network and provides useful digital banking tools.
Where it could offer more: You can find banks with a larger branch network elsewhere.
PNC Bank offers a robust network of 2,600 branches in 28 states, along with access to about 60,000 ATMs and useful digital tools. It was also named the Most Trusted Bank as part of the 2023 Bankrate Awards, which recognizes the best in personal finance products.
PNC’s well-regarded mobile app allows you to incorporate tools for money management, pay friends with Zelle, lock or unlock a debit card, pay bills and locate nearby ATMs.
Through the bank’s virtual wallet tool, you can establish savings goals and view a calendar of upcoming paydays and bill payment deadlines. A color-coded feature breaks down money earmarked for expenses and savings goals, as well as what’s available to be spent.
Where it shines: Maintains 2,600 branches and offers digital money management tools.
Where it could offer more: You won’t have access to 24/7 customer care consultants via the phone.
These days, it’s not hard to find a bank that provides a customer experience that suits your needs. This is true whether you value plentiful branch access, a large network of fee-free ATMs or a full-featured digital app with all of the bells and whistles.
Do your research to find a bank that offers the features that matter most to you. In addition to customer experience, be sure to take savings account yields into consideration when shopping for a bank.
– Writer Mary Wisniewski contributed to a previous version of this article.