[the_bear]

I tried signing up for Simple, and the entire experience was pretty terrible. I realize that they're a new company trying to tackle a big problem so I wanted to cut them some slack, but the ways in which they messed up are hard to forgive.

Last July, I got my invitation to use Simple.com, which I'd been really excited about for over a year. I start signing up, and instantly I'm surprised by how their signup form is both the most visually attractive form I'd ever used on a website, and how it barely worked. I ran into three different bugs just with the initial signup form.

One of the bugs was that it asks what type of smartphone I have. When I selected Android, it said to submit the form, but that they don't have an Android app yet. No problem, I don't care about a mobile app. The problem is that when you selected Android, the form broke and there was no way to submit it. I'd already spent several minutes filling out the form (including giving them info on my other bank account to transfer money into Simple) and I didn't want to lose all my info, so I just said that I had an iPhone so I could continue signing up.

Then I get to the next screen where it says that the only way to continue the signup process is to install the iPhone app. Of course I couldn't do this, so I emailed their support explaining that I'd mistakenly said I have an iPhone because of a bug with their signup form. I get a response back saying that if I don't have an iPhone, there's no way to use Simple, so I'd have to be added to the Android waiting list.

One problem: they'd already taken the money out of my other bank account. I assumed that they hadn't done this because I'd never actually signed up or agreed to their terms or anything like that (you agree to the terms via their app). I actually only know that they transferred money out of my account because a different support person emailed me in November asking why in the world I wasn't using my Simple account. I responded saying that I'd already talked to them about this, and I didn't have an iPhone. That person told me that I didn't need an iPhone and that I could use the service by logging in online. I forwarded her the email from a different Simple support person contradicting what she said, and she just dismissed it (basically saying, "yeah, that's not true") without apologizing or offering an explanation.

So I tried resetting my password online so I could log in, only to run into yet another bug with their software. The password reset feature was completely broken. So I emailed the support person saying that their password reset feature didn't work. She ignored the issue (no apology, no explanation, nothing) and just told me that I don't need an iPhone without explaining how to actually get into the software, or why I was given incorrect information earlier.

That's where we are now. I've been run in circles by their customer service, I've encountered a half dozen different bugs, and that's without even being able to log in! My next step is to call their 800 number, but I'm already completely fed up with the experience and I won't be a customer of theirs regardless of the resolution at this point. I've been frustrated by every bank I've ever dealt with, but none of them have been as bad as Simple so far.

I seriously hope they get these kinks worked out so that other potential customers don't have the experience I've had.

[jauer]

I've had a similar experience with their support. They asked me why I wasn't using the account and I mentioned no ATMs near me and no Android app and they directed me to the web site and didn't address the ATM issue.

IMO their online banking is pretty cool but the so far their customer service has been worse than every other bank and credit union I've used.

[rquantz]

I have only had great experiences so far with their customer service. Let me count the ways:

1. My girlfriend really wanted to join too. I sent them a message about this and they sent her an invite that day (this was before invitation were available to current customers).

2. They emailed me to ask why I wasn't using my account. I said I don't have direct deposit because I'm a freelancer, so it didn't make sense for me to use until they had check deposit. They said that makes sense, and a few weeks later they invited me to beta test their check deposit feature.

3. I asked about the possibility of giving goals the ability to withdraw a percentage of check deposited rather than a certain amount every day, since my income is variable. I got a response from someone saying they had just put in a request for that feature, and it should be on the horizon.

4. They've happily answered all sorts of weird questions regarding my particular circumstances, and indulged me more than any customer service people I've ever talked to.

This service is not perfect yet, but every indication I've seen suggests everyone there really wants to do well, and they really are trying to build a customer focused bank. After trying it out for a few months, I'm planning on moving most of my banking to my simple account.