News : Sterling National Bank Call Center Delays Over Passwords
Nov 19, 2014 -- Efforts by Sterling National Bank to improve online banking security have led to long call center wait times for customers needing help.
The Montebello-based bank apologizes to its customers on its website, noting that it is getting "a significant volume of calls."
The operating systems upgrade requires online banking customers to change their passwords.
One lohud.com reader said on Nov. 18 that wait times are more than an hour and that he couldn't change his password even with help from customer support.
Rodney Whitwell, Sterling's chief operating officer, said the call center delays are an expected result of the bank's Nov. 10 software upgrade, related to Sterling's merger with Provident a year ago.
Whitwell said the bank had some technical issues with its phone systems the first few days of the transition, but he added that there is no problem with the bank's software.
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"It's simply a predictable glut of phone calls from people who need help," said Whitwell.
Sterling sent materials to its customers prior to the software change explaining how to change their online passwords, but Whitwell acknowledged that customers may not have kept or heeded the messages.
Posted by Veronica Silva Cusi, news correspondent
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