Some financial institutions are known for offering much better customer service than others, although factors that make them superior vary from bank to bank. There are banks that stand out due to their extended branch hours and around-the-clock phone support, whereas others shine due to their intuitive mobile apps, their vast networks of fee-free ATMs or their overall lack of fees.
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The best banks for customer service typically have a combination of winning features that help them keep customers satisfied and score highly in various rankings nationwide. If you’re looking for a new bank that offers top-notch service and a broad range of accounts, this guide breaks down some of the best national banks for customer service in 2024.
We receive compensation from our partners for Featured Offer placements, which impacts how and where their offer is displayed.
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Methodology
Our team of experts analyzed hundreds of data points and then used data-driven methodology and thorough fact-checking to determine the best banks for customer service. We heavily emphasized Trustpilot ratings, customer service availability, fees and product offerings because they all factor into a positive customer experience. You can read more about our methodology below.
Show summary
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Quontic Bank
: Best for large ATM network
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SoFi
: Best for Trustpilot ratings
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Revolut
: Best for no overdraft fees
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Bethpage Federal Credit Union
: Best for mobile app ratings
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Bank5 Connect
: Best for ATM fee reimbursem*nt
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NBKC
: Best for no 3rd party ATM fees
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Capital One
: Best for customer service availability
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Connexus Credit Union
: Best for checking APY
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Varo Bank
: Best for savings APY
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Ally Bank
: Best for no monthly maintenance fees
Quontic Bank
Best for large ATM network
Customer service availability
Monday-Friday, 9 a.m.-6 p.m. ET
Average APY
3.69%
Apple Store rating
4.8
5/5
Why we picked it
Quontic Bank is an online-only bank that focuses on offering excellent customer service and many of the features of larger national banks. Consumers can earn competitive rates on their savings accounts and on certificates of deposit (CDs), and Quontic Bank even has an interest-bearing checking account. But where Quontic Bank really shines is with its network of more than 90,000 fee-free ATMs nationwide. Having access to this many ATMs not only makes banking convenient, but it also helps cut down on unnecessary fees.
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Because Quontic Bank is a digital bank, it has no physical locations. However, phone support is available during regular banking hours. The bank’s mobile app is also highly rated with an average star rating of 4.8 out of 5 stars in the App Store and on Google Play.
Pros
- Huge ATM network
- Competitive rates for banking products
- No hidden fees
Cons
- No physical locations
- No phone support on weekends
- Checking minimum deposit of $100
Who should use it
Consumers should consider Quontic Bank if they want to earn competitive rates for savings products and access an interest-bearing checking account. This bank is also best for people who want access to as many fee-free ATMs as possible.
SoFi
Best for Trustpilot ratings
Customer service availability
Monday-Thursday, 8 a.m.-10 p.m. ET; Friday-Sunday, 8 a.m.-8 p.m. ET
Average APY
2.55%
5/5
Why we picked it
SoFi is unique because it is an online-only bank that offers a combination checking and savings product. This combo account comes with no banking fees, a bonus of up to $300 if you meet direct deposit requirements and the ability to receive your paycheck up to two days early.
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Users can access their funds via the institution’s vast network of 55,000+ fee-free ATMs, and the account comes with fee-free overdraft coverage.
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SoFi also stands out due to its spectacular ratings from past customers. For example, the online bank has an average star rating of 4.6 out of 5 stars across almost 8,000 user reviews on Trustpilot. The SoFi mobile app also ranks fairly well with 4.8 out of 5 stars in the App Store and 4 out of 5 stars on Google Play.
Pros
- Exceptional reviews from past customers
- Competitive rates and no fees
- Large ATM network
Cons
- No physical bank branches
- No 24/7 phone support
- No option for separate checking or savings
Who should use it
Because SoFi is an online-only bank, it’s best for consumers who are willing to bank online and with a mobile app.
Revolut
Best for no overdraft fees
Customer service availability
Live chat and email only
Average APY
4.75%
Apple Store rating
4.7
5/5
Why we picked it
Revolut is a digital-only company that offers several types of personal accounts and a business account option. Paid monthly accounts cost consumers $9.99 to $16.99 per month, but the Standard free account may be enough for most people.
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The Standard personal account from Revolut comes with access to the bank’s robust mobile app, no monthly fees and access to a network of 55,000+ fee-free ATMs. Users can also send money to others in more than 25 different currencies, and they can use the app to invest in fractional shares of stocks with no commissions.
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Since Revolut is less of a bank and more of a digital finance provider, there are no overdraft fees to worry about, either. The Revolut app also has a respectable rating of 4.7 out of 5 stars in the App Store and 4.5 out of 5 stars on Google Play.
Pros
- Free accounts available
- Large ATM network
- No overdrafts
Cons
- Mobile app banking only
- No physical locations
- Some plans require monthly fees
Who should use it
Consider using Revolut if you want to bank entirely using a mobile app, and if you want to minimize banking fees. This institution is also great for spending abroad due to its competitive exchange rates for various currencies.
Bethpage Federal Credit Union
Best for mobile app ratings
Customer service availability
Monday-Friday, 7:30 a.m.-7 p.m. ET; Saturday, 8 a.m.-2 p.m. ET
Average APY
2.11%
Apple Store rating
4.8
4.9/5
Why we picked it
Bethpage Federal Credit Union may not be a household name, but this institution has received solid marks and ratings from those who use it. For starters, the credit union boasts an average star rating of 4.8 out of 5 stars for its mobile app on both the App Store and Google Play. The app itself stands out because it lets users deposit checks on the go, transfer money to others using Zelle and monitor their accounts 24/7.
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This institution also scores well on Trustpilot with an average star rating of 4.1 out of 5 stars from past and current customers. Ratings this high are uncommon among banks and credit unions, and Bethpage Federal Credit Union has some of the highest star ratings of all institutions we considered for this guide.
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Bethpage Federal Credit Union has checking accounts, savings accounts, CDs, money market accounts and more. The credit union offers a free checking account, and savings accounts can be opened with a starting balance as low as $5. Customers can also access more than 30,000 fee-free ATMs nationwide.
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Membership is open to anyone who opens a $5 minimum share account.
Pros
- Highly-rated mobile app
- Competitive banking products
- Large national ATM network
Cons
- No 24/7 phone support
- Only 33 physical branches (all in New York)
- Membership required
Who should use it
Bethpage Federal Credit Union is for people who want to work with a credit union but also have access to a useful, highly-rated mobile app. The fact that there are only 33 physical branches also means that this credit union is best for people who are comfortable banking online.
Bank5 Connect
Best for ATM fee reimbursem*nt
Customer service availability
Monday-Wednesday, 7:30 a.m.-5 p.m. ET; Thursday-Friday, 7:30 a.m.-7 p.m. ET; Saturday, 7:30 a.m.-3 p.m. ET; Sunday, 11 a.m.-3 p.m. ET
Average APY
2.57%
Apple Store rating
4.9
4.7/5
Why we picked it
Bank5 Connect has solid APYs across its accounts. The High-Interest Checking Account stands out with an APY of 2.70% with no monthly maintenance fees and offers cash back rewards with your debit card. You only need to maintain a minimum balance of $100 to qualify for the APY.
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Bank5 Connect also offers other perks to make things easier on customers, like up to $15 monthly in fee reimbursem*nts for using out-of-network ATMs.
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While Bank5 Connect doesn’t have physical branches, customer service is available by phone seven days a week, and it also offers video banking.
Pros
- Strong high-yield checking account
- Video banking available
- Strong Trustpilot rating
Cons
- No physical branches
- Savings APY lower than other banks
Who should use it
Bank5 Connect is a good option for those who don’t mind banking online. It’s also great for anyone who can take advantage of the highly rated high-yield checking account and ATM reimbursem*nt perks.
NBKC
Best for no 3rd party ATM fees
Customer service availability
Monday-Friday, 8 a.m.-5 p.m. ET
Average APY
1.78%
Apple Store rating
4.4
4.7/5
Why we picked it
NBKC offers a wide selection of services, but its Everything Account ranks particularly well. The checking account offers a 1.75% APY with no monthly, overdraft, or third-party ATM fees.
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You may be able to find a higher APY elsewhere on certain accounts, but NBKC offers a well-rounded experience in terms of features and minimal fees. Plus, it has a 4.6 average rating on Trustpilot.
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NBKC’s business accounts are also strong with no maintenance or overdraft fees.
Pros
- No monthly maintenance fees
- No overdraft fees
- No third-party ATM fees
Cons
- Only four physical branches
- Better APYs offered at other banks
Who should use it
NBKC is a good option for those seeking an option with minimal fees and good customer service. Its Everything Account is a standout option among high-yield checking accounts.
Capital One
Best for customer service availability
Customer service availability
24/7
Average APY
2.61%
Apple Store rating
4.8
4.7/5
Why we picked it
Capital One is best for customer service availability since it features more than 70,000 ATMs nationwide and 24/7 phone support. The bank’s checking accounts, savings accounts, CDs and other banking products are also largely free of fees.
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The Capital One mobile app is highly rated with an average ranking of 4.8 out of 5 stars in the App Store and 4.6 out of 5 stars on Google Play. These factors likely helped Capital One earn the top spot in J.D. Power’s 2023 U.S. National Banking Satisfaction Study with a score of 706 out of 1,000 possible points.
Pros
- Large network of fee-free ATMs
- Offers around 50 Capital One Cafés
- Excellent third-party rankings for customer service
Cons
- Only 291 physical bank branches nationwide
- Low Trustpilot rating
- Average APY across accounts is on lower end
Who should use it
Capital One accounts are best for consumers who want to avoid fees for checking and savings accounts while receiving optimal support. Customers who want to use a mobile app to pay bills, transfer funds and track their spending should also use this bank.
Connexus Credit Union
Best for checking APY
Customer service availability:
Monday-Friday, 7 a.m.-7 p.m. ET; Saturday, 8 a.m.-1 p.m.
Average APY
2.77%
Apple Store rating
4.7
4.7/5
Why we picked it
Connexus Credit Union is another online financial institution that aims to compete with large national banks based on its offerings and lack of fees. This bank grants customers access to 67,000 fee-free ATMs nationwide, and it offers checking accounts, savings accounts, CDs, money market accounts and more.
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Where Connexus Credit Union really stands out is its interest-bearing Xtraordinary checking account that lets customers earn a competitive 1.75% APY on balances up to $25,000. However, you’ll need to either make 15 debit card purchases each billing statement or spend $400 on your debit card to earn the yield. The Connexus Credit Union also offers an attractive teen checking account that has a 2.00% APY without any usage requirements.
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Connexus Credit Union also has a useful mobile app that earns solid rankings, currently at 4.7 out of 5 stars in the App Store and on Google Play.
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Anyone can become a member of Connexus Credit Union with a one-time $5 donation.
Pros
- Interest-bearing checking
- Huge ATM network
- Customers can visit more than 5,000 co-op branches
Cons
- Phone support not available 24/7
- Membership required
- Low Trustpilot rating
Who should use it
This credit union works best for those who want to earn an exceptional yield on money kept in a checking account and don’t mind meeting some usage requirements to do so. Consumers can also benefit from the bank’s ATM network access, which is larger than many credit unions offer.
Varo Bank
Best for savings APY
Customer service availability
Monday-Friday, 10 a.m.-6:30 p.m. ET
Average APY
2.50%
Apple Store rating
4.9
4.4/5
Why we picked it
Several important factors helped Varo Bank earn a spot in our ranking, including its highly competitive savings account. This account offers one of the best savings rates available today: 5.00% APY on balances up to $5,000. Customers also earn 3.00% APY on balances over that amount. Direct deposits of at least $1,000 per month are required.
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Checking accounts from Varo Bank are also highly celebrated due to their lack of fees and the fact you can get paid up to two days early. Of course, Varo Bank has no physical locations to visit as an online bank. Instead, customers will do their banking with the institution’s mobile app, which currently boasts 4.9 out of 5 stars in the Apple Store and 4.7 out of 5 stars on Google Play. This bank also has a network that includes more than 40,000 fee-free ATMs.
Pros
- No hidden banking fees
- Large national ATM network
- Highly competitive rates for savings
Cons
- Caps on best yields for savings
- Direct deposit requirements for savings
- No physical bank branches
Who should use it
Varo Bank is for online banking enthusiasts who want to access their money via a mobile banking app. This bank also works well for consumers who want to earn great rates on savings without worrying about hidden fees.
Ally Bank
Best for no monthly maintenance fees
Customer service availability
24/7
Average APY
3.31%
Apple Store rating
4.7
4.4/5
Why we picked it
Ally Bank is an exceptional choice for consumers who want to avoid monthly fees on their checking and savings accounts. Both account types are free of monthly maintenance fees, low-balance fees and other hidden fees. You can also get started with a checking or savings account with Ally with no minimum deposit or balance requirements.
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While Ally Bank doesn’t have any physical branches for customers to visit, its network has more than 43,000 fee-free ATMs. Ally Bank also offers 24/7 phone support and online chat. It’s also worth noting that Ally Bank secured the No. 3 ranking in J.D. Power’s 2023 U.S. Direct Banking Satisfaction Study, which compared online banks based on overall customer satisfaction.
Pros
- 24/7 phone and chat support
- Accounts with no hidden fees
- Large nationwide ATM network
Cons
- No physical bank branches
- Disappointing mobile app reviews
Who should use it
Because Ally Bank is a digital-only bank, it’s best for consumers who are comfortable banking online and with the help of a mobile app. This bank’s 24/7 customer service options also make it ideal for people who want to access help with their accounts when they need it.
Our picks at a glance
| | Customer service availability | Average APY | Apple Store rating |
|---|---|---|---|
Quontic Bank | Monday-Friday, 9 a.m.-6 p.m. ET | 3.69% | 4.8 |
SoFi | Monday-Thursday, 8 a.m.-10 p.m. ET; Friday-Sunday, 8 a.m.-8 p.m. ET | 2.55% | 4.8 |
Revolut | Live chat and email only | 4.75% | 4.7 |
Bethpage Federal Credit Union | Monday-Friday, 7:30 a.m.-7 p.m. ET; Saturday, 8 a.m.-2 p.m. ET | 2.11% | 4.8 |
Bank5 Connect | Monday-Wednesday, 7:30 a.m.-5 p.m. ET; Thursday-Friday, 7:30 a.m.-7 p.m. ET; Saturday, 7:30 a.m.-3 p.m. ET; Sunday, 11:00 a.m.-3 p.m. ET | 2.57% | 4.9 |
NBKC | Monday-Friday, 8 a.m.-5 p.m. ET | 1.78% | 4.4 |
Capital One | 24/7 | 2.61% | 4.8 |
Connexus Credit Union | Monday-Friday, 7 a.m.-7 p.m. ET; Saturday, 8 a.m.-1 p.m. | 2.77% | 4.7 |
Varo Bank | Monday-Friday, 10 a.m.-6:30 p.m. ET | 2.50% | 4.9 |
Ally Bank | 24/7 | 3.31% | 4.7 |
Why get an account with good customer service?
- Assistance: Banks with superior customer service are easily reachable over the phone, via online chat, through a mobile app or all of the above.
- ATMs: Consider banks that have large networks of fee-free ATMs within your area and places you frequently visit.
- Locations: You may also want the opportunity to bank in-person for personalized service and advice on banking products.
- Safety: Checking accounts provide a safe spot to store your funds, especially if your account is backed by FDIC or NCUA insurance.
We receive compensation from our partners for Featured Offer placements, which impacts how and where their offer is displayed.
Featured Offer
Fifth Third Momentum Checking
Maximum bonus value
$325
Required actions
Direct deposit at least $500
Monthly maintenance fee
$0
The importance of customer service in banking
Customer service in banking may seem like an afterthought, but it can become a crucial component of your banking experience if you have a problem with your account. If you find yourself unable to access your money, need to solve an issue, or have discovered signs of fraud in one of your accounts, you’ll wish you had access to a bank that offers 24/7 customer service support online, over the phone or in person.
That’s why, ultimately, you’ll want to pick a bank that has serious customer service options you can access when you need to. The banks in our ranking all offer access to customer service representatives in-person, online via chat or over the phone.
Criteria for choosing the best bank for customer service
The best banks for customer service can look different from one customer to the next. This is mostly because some people bank only online and others prefer in-person banking for a more personalized experience.
Generally speaking, the best national banks for customer service make themselves easy to reach through more than one means. Other factors that can impact customer service and satisfaction include:
- Trust in a banking relationship
- Quality of customer service
- Training of representatives
- Availability of phone support
- Digital banking options
- Problem resolution
Also, make sure banks you consider offer FDIC insurance or NCUA insurance (in the case of credit unions). Note that all the financial institutions in our ranking offer this important coverage.
Unique customer service features of U.S. banks
- App reviews: Most banks and credit unions offer mobile apps that let you bank on the go, but you’ll want to read reviews to find out how well these apps actually work. Some have stellar reviews from current and past customers, whereas other mobile banking apps are known for their bugs and operational issues.
- ATM networks: Make sure banks you’re considering offer access to a broad network of fee-free ATMs. Also, look for banks that offer ATM fee reimbursem*nts if you’re prone to having to use out-of-network ATMs.
- Fees: Check for banks that offer plenty of no-fee accounts and watch out for various hidden fees that can apply. For example, you will need to know if letting your balance drop too low will trigger a monthly maintenance fee.
- Get paid early: Some checking accounts offer early direct deposit, which can help you access your paycheck earlier than normal.
- Sign-up bonuses: Finally, many large national banks offer sign-up bonuses you can earn if you meet direct deposit requirements. However, these bonuses are usually offered in lieu of other banking benefits like competitive interest rates.
How to switch to a bank with better customer service
Switching to a new bank with better customer service, more rewarding accounts or both can be relatively easy. You can start the process by opening the new account you want online. From there, you can transfer funds to your new account online, which you may be able to do through your new bank or your old one.
Once you have moved all your funds from your old bank account into your new one, you can close your old account online or over the phone. Before you do, make sure you take steps to redirect any direct deposits you were receiving in your old accounts into your new one. Also make sure you do not have any outstanding checks, automatic withdrawals or bill payments tied to your old account before you close it.
Methodology
CNN Underscored Money analyzed more than 60 financial institutions to determine the rankings for the best banks for customer service. This included accounts from a mix of traditional banks, online banks and credit unions available nationally. We ranked each account on 21 data points across seven categories.
Here are the categories we analyzed and how we weighted each:
Customer experience (20%)
It’s important to have a bank that’s trustworthy and easy to reach when you need help. We considered customer service availability and Trustpilot ratings in this category.
Product offerings (15%)
Many customers are looking for a range of banking products and services when selecting a financial institution. We rewarded banks that offered a full suite of products.
APY (15%)
APY is a key factor to consider for any bank because this determines how quickly your deposit will grow. Accounts with higher APYs scored better.
Fees (15%)
A bank that puts customers first won’t charge high fees for monthly maintenance or other services connected to their accounts. Banks with fewer fees graded higher.
Digital experience (15%)
You’ll want a bank with a usable app and plenty of online features so that it’s easy to bank from anywhere. We analyzed app reviews and the ability to bank online.
Minimums (10%)
Minimum opening deposit or balance requirements can be an obstacle for a bank’s customers. Accounts that have low or no minimum opening deposits scored better.
Access (10%)
A bank with more branches and ATMs can make banking easier for its customers. We gave higher grades to banks that had these features.
Frequently asked questions (FAQs)
Capital One earned the top spot in J.D. Power’s 2023 U.S. National Banking Satisfaction Study with a score of 706 out of 1,000 possible points. Ally Bank also secured a rating above the industry average in J.D. Power’s 2023 U.S. Direct Banking Satisfaction Study.
Compare banks based on factors such as customer service access (phone, online chat, in-person), available customer service hours and customer reviews.
Online banks can offer incredible customer service, although not all of them do. Factors that can help online banks stand out include 24/7 customer support online or over the phone, mobile chat options and app access. Make sure to read individual bank reviews to find out about the customer service experiences of past and current customers.
Where the best banks for customer service can take the hassle and stress out of paying bills and growing your savings, banks with less than impressive customer service can make managing your money miserable. If you have a problem with your account, knowing you can reach out to your bank and get a handle on your issue quickly provides incredible peace of mind.
