O M.

A few months ago we were devastated to find out our account was hacked, and we lost half of our life savings within a matter of two weeks and not once GTE send an alert even thought the transactions were all out of character for an account of 25 to 30 years. We didn't not realize the hacked immediately, so we didn't report it as soon as it happens. My husband was going through a health crisis and that's where our focus was; our mistake was to put our trust on GTE. We reported it as soon as we notice and were told there were at least 30 complaints with similar issue. Unfortunately, GTE set their eyes on the delay and has been less than understanding or helpful. The Branch manager tells you one thing when you in front of her and turns around and respond with something different via email… "let me talk to my regional manager see if we can refund at least something", but turns around and emails saying " my manager cannot do anything…? It took GTE 37 days to tell us the claim was denied because 1) the login history from those dates and there is no evidence showing the online banking was compromised 2) the form was also filled out incorrectly as only one form was completed for multiple transactions even thought the Branch Manger completed the form and had my husband signed it and their web page states it can be use for multiple claims. At this time, it is not clear what our rights are and looking for another financial institution we can trust.