Broadway Bank Mobile

The app just locked me out of my account on a Sunday and no one is on the phones to help me. I urgently need access to my account and there’s no way to unlock access without a person at the bank manually unlocking it. No security questions, nothing. I’m done this time with Broadway Bank. I said that a couple of years ago when they cancelled my debit card for some stupid fraud alert without notifying me in any way, causing me to be late on multiple bills, but this is the last straw this time. That time, literally the only way I found out was by calling the bank when my card didn’t work and they told me they’d cancelled it TWO WEEKS ago without calling me, emailing me, or notifying me at all. My credit took a hit because it caused me to be late on credit card bills; those two weeks happened to fall near the end of a month. Also, the Broadway Bank online login does not play well with other apps in my experience, like my Roth IRA managing company’s app, making it really difficult to move funds where I want them. And that would be fine, I know they’re a smaller bank and may not have the highest tech resources, if not for the two experiences I’ve just mentioned. Cancelling my card without notifying me and allowing me the chance to order a new card ASAP is not good customer service. Locking me out of my account with no way of clearing the security block and no one manning the phones is not okay. People need access to their banking info in emergencies and it is unacceptable to lock them out on a whim with no recourse. So after 15 years with Broadway Bank, I’m done. Here’s hoping they take this feedback for whoever banks with them after me.

There is only one thing stopping me from saying this is one of the best local banks to go with. The mobile application. I have had numerous banks in the past, BofA, Wells Fargo, and etc. All have extremely well or decent mobile apps that allow you to complete your business quick and easy, especially BofA. This app is absolutely garbage and does not represent the bank at all. I LOVE the debit card design, the bank itself, employees, and accounts, but this mobile app almost ruins it all for me. The UI is poor, there’s a big white box covering half of the items on my screen, the slow UI makes it feel like a kid designed the app and the accessibility to get to most used places (such as Zelle) is so hard because of poor UI, the lag, and the placement. If Broadway Bank had an app like BofA, Chase, or even Frost (one of the most popular local banks in SA) who has such a minimalistic and modern UI, that would make Broadway the best. It’s the mobile app that’s lacking excessively, not the bank itself.

I have been a member and customer of the Broadway Bank for many years and have enjoyed great outstanding service in all aspects of banking. We can see and appreciate the bank having expanded the services and branches to better service its growing number of customers and making it even easy to provide more convenient service to existing members. I believe the biggest assets of the bank is the people who work and represent the Broadway. Everyone that I have had the privilege of talking with have always be courteous, professional, kind, and helpful. It’s everything you want a bank to be. Thank you. Allan Staley