Forty-six years ago we got our first credit card. We have been with the same bank/credit card company ever since. It is now called US Bank. Last spring, a local business had the credit card numbers of its customers--including our card number and Maricopa County, AZ, Sheriff Joe Arpio's card number--stolen. Before we were even aware of the data breech, the US Bank fraud division called to ask if we had used the card in a Texas Walmart. When we said no, we were in Arizona and hadn't used it in Texas, they told us the number had been stolen and used. Therefore, they were sending us a new credit card and cancelling the old one. It was a real hassle for a few days. We pay absolutely every thing with that card. However, after I changed our card number with every business where it is used to pay our monthly bills, everything was fine. We know other people who don't learn their number has been stolen until they discover charges on the account that weren't theirs. We were more than pleased with US Bank's protection of our account and our credit.
Fast forward to last week. We have our checking account with US Bank, as well. Every month, I reconcile our credit card account, then enter the necessary payment into the bank's automatic online bill-pay. The payment was due on Dec. 23. I checked that day and saw it was still scheduled. But when I checked on the 24th, I found the online payment had been processed, but it had not been credited to our credit card account. I immediately instructed the credit card account to take the payment from our checking account. When I looked online on the 26th, the original payment had been credited, but a day late, resulting in a late payment fee and interest on the entire balance. It took two phone calls to explain what happened and get the late fee and interest payment amounts deducted from our balance. Since we always pay the balance in full and never accrue interest, the bank was very cooperative.
Then, over the weekend when I looked at our checking account, I found we had been charged a return item fee for the second attempt I made to have the credit card balance paid. I called the bank again today and they reversed that charge, as well.
Needless to say, we will continue to be US Bank customers for a long time. They are great. And good customer service needs to be publicly recognized.