Complaint Review: URBAN TRUST BANK/PT + - Nationwide

On December 5, 2014 I received a text alert from Urban Trust Bank/Opt+ stating my authorization to a merchant I no longer do business with. I immediately contacted Urban Trust Bank customer service representative. The disrespectful incompentent customer service rep name Charla had the audacity to connect me with the merchant I no longer associate myself with while she was on the line. When this was done by Charla without notifying me we were on a three way call...basically escalated the problem which I was call Urban Trust Bank/Opt+ to help me as their customer.

Instead it was rude Charla who went on to talk over me while I was debating with the merchant about the charge which I did not authorize them to charge to my Urban Trust Bank/Opt+ bank card. Charla again had the audacity to tell me I must be professional and continue to say this when I told the merchant that they were committing fraud and they are liars and thieves. Charla continue to say to me that I better be professional and I stated to her that she is the one on the job and she is the one that is being truly unprofessional and I want to speak to her supervisor or manager. Charla went on to apologize numerous times to the merchant as if they were Urban Trust Bank Customer.

I stated to Charla I am the customer you are suppose to be representing me not the merchant I am having this three way call with who continued to lie. Actually, representative Charla and the merchant when on to continue to talk over me aa I continue to advise Charla to give me her supervisor over seven times. The merchant thought is was funny that my bank represntative was not helping me but actually helping them and the merchant sarcastically went on to ask Charla for her name and her direct number so she could call her back and I couldn't believe sherep Charla went on to provide her information as if she could care less about me not being assisted properly nor respected as their customer...Actually, I am no longer their customer after awful experience with Urban Trust Bank/Opt+debit card.

After the incompetent Charla finished giving her information out and saying how sorry to the merchant about everything!!! and went on to tell the merchant I was debating the unauthorize charge with to have a wonderful day!! I then had to speak up again and request to speak to Charla supervisor and she finally acknowledge me and said hold on!!!! I then held for over nine minutes for a supervisor by the name of Ricardo went on to at least to apologize that I do not feel I received the assistance I wanted. I went on to say...it's more to it than just that, I did not get the respect or the help that I deserve to resolve the claim of fraud on my account and I would like the name of the CEO/President  of Urban Trust Bank. Supervisor Ricardo went on to say that he couldn't give me the name of the CEO/President. I then stated that is simply ridiculous and I can get it on my own.

To The Public...This bank does not appreciate/value their customers and they will not represent you in a appropriate way as other high end banks do most of the time. This is a low class bank with low class representatives/supervisors/managers that don't have a clue what good customer service means. Please do not give them your business and please read the other complaints online about Urban Trust Bank/Opt+ which charge customers a monthly fee plus additional fees for banking with them. I regret doing business with them for 4 months. I canceled my account as of December 5, 2014.