Primis Bank markets itself as a friendly, relatable bank you can contact 24/7 for human support. Let's see how its image stacks up to customer reviews.
Customer reviews
Customer reviews are mixed. On one hand, Primis Bank has an A+ BBB rating, indicating it responds to most complaints. On the other hand, its Trustpilot rating is middling, and its BBB reviews are even worse. However, this is standard for brick-and-mortar banks, which typically get 2-star reviews. Compared to competitors, Primis Bank slightly leads the pack.
- Better Business Bureau rating: A+
- Trustpilot rating: 3.2
Customer service
Customer service reviews are mixed. It seems that the 24/7/365 human support is a blessing and a curse. On one hand, you get human help. I called customer service on a Tuesday morning, and they picked up within five minutes. My question was answered promptly, and the representative was friendly and sympathetic.
On the other hand, many customers complain about long wait times during busy hours. Without an army of bots to handle customer complaints, human resources must stretch to answer calls. It seems many customers feel Primis Bank is under-equipped to handle the load. One notable, recurring mention is the CEO personally calling customers to resolve issues. No promises there, but it's an interesting move you won't find from the likes of J.P. Morgan.
You can contact Primis Bank for human support 34/7/365 at phone number 833-477-4647. Or, you can email [email protected].
Mobile app
The Primis Bank mobile app isn't a top-rated banking app, but recent reviews skew positive. The app isn't feature-packed, but it's simple to use. According to one reviewer, many of its older glitches have been ironed out. Recent reviewers appreciate how easy the app is to use. A notable perk: you can use Zelle through the app to send money to people. The biggest complaint is that logging in can be a hassle, and some users struggle with check deposits.
From the app, you can view balances and transactions, send money, and deposit checks by snapping photos of them. It covers all the basic functions you need from a banking app. If you plan to do most of your banking from your phone, you can probably get away with it here. That said, it may be easier to manage your account online or in person.
- App Store rating: 4.7 out of 5 stars
- Google Play rating: 3.8 out of 5 stars
Physical locations
Primis Bank is based in Virginia, and has a network of 34 branches in that state. So if you live in Virginia, this is a rare combination of an online bank APY/fee structure and the convenience of a brick-and-mortar bank. However, Primis is a truly national bank, with most accounts available to open online and offering ATM fee reimbursement nationwide.
A key differentiator is the V1BE mobile banking service, which literally comes to you to provide banking services (if you live in certain areas). For example, instead of going to the ATM to get cash, V1BE will bring cash to you within two hours.