This is completely the case with Chase. I had several accounts with them over the years and increasingly had issues (i.e. false positive fraud alerts, unexplained account locks, etc...). At one point the closest branch was an over an hour away from my home (I had moved since opening the account). When I would call the phone support they would tell me I needed to go to the branch. I would then make the drive to the branch only to have the branch manager call the same phone support I had. It's so bad that I once was locked out of online banking for over 6 months on one account and no one, both at the branch level and corporate level, seemed to know how to fix the issue. When I would go to the branch they would call support, support would tell them it is a branch level issue with needing to verify my identity, and the circle continued. I finally just gave up and closed all my accounts with them.
On the other hand, I have an account at BB&T, and their in branch help is phenomenal. Most issues are resolved direct in bank without having to call outside support. Only time they have contacted outside support is when they don't know the answer to a question. On the other hand, if I call support they are quick to answer questions and provide detailed explanations.
I have other accounts at another local bank and the same holds true. In branch support is where it is at.
There is no question that as a bank grows in size and territory the level of support at the branch level and via phone support seems to degrade rapidly.
On the other hand, I have an account at BB&T, and their in branch help is phenomenal. Most issues are resolved direct in bank without having to call outside support. Only time they have contacted outside support is when they don't know the answer to a question. On the other hand, if I call support they are quick to answer questions and provide detailed explanations.
I have other accounts at another local bank and the same holds true. In branch support is where it is at.
There is no question that as a bank grows in size and territory the level of support at the branch level and via phone support seems to degrade rapidly.