CNB Mobile Bank 4+

Terrible customer service options and passkey option not working

I’ve been locked out of my account for months and unable to get in. I moved abroad and haven’t been able to get back to the US yet, and my us phone number , which I recently had to get rid of, is still attached to the account. I went to change my number, but because i failed a random password verification prompt, I ended up locked out before I could make the change. For most apps, this is resolved with multiple options for recovery or authentication, including email or security questions. But this service only offers calls and messages, which i cannot do. They offer authentication through the Authy app, but that requires a pin for the company, which I cannot get until I get back into the banking app. As if there weren’t just authentication flaws, but contacting them is also limited to calling and messages—ie just phone methods. All social media doesn’t receive messages, and there’s no email for customer service. In 2023? That’s not good.

And the cherry on top of the mess is that the passkey login, which uses your thumbprint to log in, isn’t even available on the app. It is, however, available on the online site. Where it’s impossible to scan a thumbprint.

I love this bank. But. In terms of online/app services, I’ve never encountered such issues anywhere else. I hope they can fix it soon and update to the modern era!