Banks Online Service Proves Popular

December 6, 2002
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GRAND RAPIDS — Bank One says customer response has been “phenomenal” to the free online check imaging service it introduced to customers Aug. 1.

The service allows customers to retrieve, print and save digital copies of the last 75 checks that have cleared their accounts.

Customers viewed more than 100,000 check images on the first day the service was available and have viewed more than 1 million since the service went nationwide.

Banks often get customer requests for copies of cleared checks, said Michelle Shangraw, area manager of retail banking for Bank One in West Michigan.

The check-imaging feature eliminates the wait.

“Customers love it because it’s right there. They don’t even have to call the bank; they can just pull it up and look at it themselves,” Shangraw said.

“A lot of times when they come in they have to wait, and it could take a couple of days, depending on how old the check was. Sometimes there are fees to get copies of checks from a while back. This is just so customer-service oriented.”

Bank One also added an e-mail alert service in October, but it’s too early to tell what customer response will be because the company has yet to do a mass mailing announcing the service, Shangraw said.

The e-mail alert notifies customers when their balances are getting close to a limit or an amount they set for themselves.

For instance, the $14.95-per-year service will alert customers when account balances are above or below a specified amount; when deposits are made above a selected amount; when a specified amount is charged to an ATM or debit card; or when an account is overdrawn.

It’s an especially nice feature for customers who may not balance their checkbook weekly and are worried about the possibility of becoming overdrawn, Shangraw said.

Currently, more than 1.2 million registered users access Bank One’s online banking Web site and the number is growing daily, according to the company.

In August, Gomez Banking Performance Index ranked the site No. 1 among bank Web sites for speed and performance.           

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