I have gritted my teeth trying to be polite and accept Water Stone's apologies for their inconvienence, but after enough mishaps, the routine gets old.
On three ocassions, my debit/credit card has not worked for no reason at all. Usually, this occurs in the evening, and at times, while on travel. They have no 24 hour customer service line. They falsley claim to by having a "24 hour support" icon with a number, but this number only offers account balance, stolen cards, and tech support...whatever that means. I tried to get past the automated phone recording, only possible if you dial 2 for tech support, but tech support actually has no ability to enter an individual's account. I recently called because I needed an emergency plane ticket, but my card didn't work. (Check the service for yourself by dialing 1-866-679-7683)
I checked my funds, re-checked that my billing adress matched my card during over twenty times, searched all over my Water Stone account Web site, and found nothing. I called this "24 hour" support, and after three attempts, reached a human being. This man was polite, but he said he had no way to access my account, he only offers "Tech support". He said that the only time to reach customer service reps are Mon-Thur, during normal business hours, or just go into a branch.
Emergencies happen, and Water Stone is not prepared. I am sitting here, trying to book my emergency plane ticket, and the truth is, I have to wait 7 or 8 hours for a branch to open, or customer service to actually work. Imagine if I was stranded somewhere, which did occur while I was in New York.
I did learn to utilize a bank that is everywhere with 24 hour banking, such as Chase. Please remember that piece of advice. I felt that the Water Stone Staff was friendly, but after the basic 9-5, customers are on their own. I wish my account at least explained the flaw, alerted me, or that I could get assistance. Even the FAQ section of their page falls inadequate. Get with a larger, well-known, easily available bank. Don't waste time on the little guys who cannot supply the basic necessities of a bank. Oh, their Debit/Credit card cannot be used outside the U.S. According to the web site, to obtain currency, money has to be wired from the bank into the country...and that is the only way. Sorry for the length, but hopefully I could at least help someone else before they choose to bank with Water Stone.
I lost time, money, and trust in Water Stone. I plan to close all accounts as soon as the bank decides to open its doors.