Banktastic Posts Interviews with FinovateStartup 2009 Companies

imageThe Garland Group’s banking community arm, Banktastic, has provided thorough coverage of Finovate and FinovateStartup events (note 1). This year they are way out in front, posting video interviews with Finovate Startup 2009 participants in advance of the upcoming April 28 conference (see note 1).

imageSo far Banktastic has posted a half-dozen 9- to 10-minute video interviews here (note 2) with more to come. Here are the interviews in reverse chronological order: 

Screenshot of Banktastic interview with ZimpleMoney founder Steven Rabago (link, 25 March 2009)

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Notes:
1. Thanks to the Banktastic team: Brad Garland, Lisa Randolph and Mark McSpadden.
2. You can still save $100 by registering for FinovateStartup (here) by the end of March. 
3. Banktastic’s interviews are done via webcam, with the image of both participants superimposed over screenshots/demos from the company’s websites (see above). Interviewer Brad Garland controls the website views. 

Bill Pay Needs an "Oops" Button

image Gmail’s new undo send option, aka the “oops button,” has been well received in online circles. Gmail users that enable the feature in the Google Labs area, have 5 seconds after hitting send to recall the message by pressing “undue” at the top of the page (see screenshot below). It’s a nice addition, although it would be better if you had more than 5 seconds to react.

The same concept would work nicely in online bill payment. While most bill-pay systems have several safeguards to prevent unwanted payments to go out, including a confirmation screen and an “edit pending payments” function, those functions still require some knowledge of the system to properly use.

A simple “undoue” button would make the process much faster. More importantly, it would make the bill-pay system appear more user friendly, helping increase usage. 

Gmail undo send function (24 March 2009)

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Trusteer’s Rapport Security Solution Now Available at UK’s RBS and NatWest

image Last May, Trusteer launched an optional added security measure for customers of ING Direct in the United States (note 1, see previous post). Although, it’s not perfect, users of the Rapport service are less vulnerable to viruses and malware running on the their PCs. We gave the new service an OBR Best of the Web award last fall in our Online Banking Report on Security Innovations.

Although, ING Direct is a great reference account, being endorsed by Royal Bank of Scotland, really puts Trusteer on the map. The security solution is offered for download at both Royal Bank’s RBS and NatWest sites (see screenshots below). Anyone visiting the banking sites can download the software, you don’t have to be an RBS/NatWest customer. 

Trusteer also lists Huntington Bank as a customer but there is no mention of Rapport on the bank site yet. Other providers include Authentium’s SafeCentral (note 2) and Check Point’s ZoneAlarm (note 3). 

Bottom line: Security is an issue for many bank customers, now more so than ever. Extra security options deserve consideration to improve customer satisfaction/trust and help reduce fraud losses. 

Rapport download page at NatWest (link, 23 March 2009)

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Rapport download page at RBS (link, 23 March 2009)

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Notes:
1. Later ING Direct Canada and ING Direct’s Sharebuilder added Rapport support.
2. Authentium demo’d SafeCentral at FinovateStartup 2008 (video here). A new version of SafeCentral is in the works. 
3. Check Point demo’d ZoneAlarm at Finovate 2008 (video here).

ING’s Ultra-ATM Finder Android App Uses Augmented Reality (AR)

image While working my way through the RSS backlog tonight,
I found a post from Rob Findley at The Bank Channel, I wish I’d seen a week ago. It would have made a nice example in our latest Online Banking Report on the iPhone and other mobile applications

image Last month, Dutch giant ING released a Google Android mobile application called ING Wegwijzer (see translated page below), that goes one step beyond the iPhone’s GPS-enabled ATM finder apps.

In the ING (Netherlands) version, you have three choices of how to view the nearest ATMs (see below):

  • List
  • Map (regular or satellite)
  • Camera

The camera option is very cutting edge. Users point the camera in their G1 mobile phone camera (inset) and the app overlays a pointer to the nearest ATM (see below). The application works for all ATMs, ING-owned and others, but only in The Netherlands. 

The application was developed for ING by SprxMobile using technology from Australia’s Austria’s Mobilizy.

I saw a Japanese startup demonstrate a broader mobile shopping app at TechCrunch50 last September, the Sekai camera from Tonchidot, but this is the first production app I’ve seen using the technology.

Bottom line: This is probably overkill in terms of a mobile ATM finder. However, it shows the power and versatility that’s rapidly being engineered into mobile phones.   

ATM location as pointed out by ING app running in camera viewfinder

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ATM locations also displayed via typical mapping

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ING landing page for the Wegwijzer (link) (Google translation, 18 March 2009)

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Wesabe to Power Bank and Credit Union Personal Finance Communities with White-label Deals

image Today, Wesabe (company blog post) joined Geezeo (press release) in officially pursuing a strategy of white-labeling its personal finance services for banks and credit unions (note 1). Wesabe CEO Marc Hedlund told me they have three deals in various stages of the contract process, but none have signed on the dotted line yet.

You can get an idea of how this will play out by visiting Wesabe’s first co-branded site at the UK’s Daily Telegraph (see screenshot below). However, in the banking rollout, the service can truly be white labeled with no mention of the Wesabe name. Wesabe provided a mockup of its white-label product for the fictitious Springboard Bank (see second screenshot below).

As much as I love online PFM sites, the future for most financial management activity is within the confines of online banking sites (note 2). Why? Most people do NOT enjoy tagging purchases, tracking their budget, monitoring their net worth in real-time, or debating the latte factor.

Banking, like most chores, needs to be accomplished as efficiently as possible. And the easiest way to track financial activity is at the place the customer already knows, trusts, and uses, their online banking site (note 3). 

That doesn’t mean there isn’t a place for Mint, Quicken and other PFM sites. Millions of consumers and small businesses pay close attention to every transaction. And they’ll invest time, and money, into standalone sites that offer state-of-the art tools and independent perspectives.    

But by partnering with full-featured PFMs like Wesabe, banks and credit unions give customers little reason to look elsewhere. Wesabe is particularly well-suited for the role of financial institution service provider (note 4):

  • Technology: It owns the aggregation engine, so they have more flexibility in pricing and contract negotiations
  • API: Wesabe has featured a public API since 2007, so it’s easier for bank developers to hook into its rich dataset
  • Features: Has state-of-the-art user interface including a Twitter interface, widgets for Mac and Windows Vista, an iPhone-optimized site, and soon an iPhone app
  • Brand: It has taken the high road….positioning the Wesabe brand as an unbiased financial guide; in fact, they’ve never taken advertising or commissions from financial providers
  • Experience: Launching in 2006, they have been around longer than most other players, giving them credibility and a better longitudinal database
  • Traffic: Of independent PFM sites (see Jan. traffic here), Wesabe trails only Mint and Geezeo in monthly traffic (120,000 unique visitors in Feb according to Compete), so it brings an established community and financial database to their financial institution clients

Make vs. buy
For a financial institution, the advantage of working with Wesabe vs. building PFM capabilities in-house include:

  • Speed to market: Outsourcing allows FIs to get the PFM features in to the market much faster; depending on level of integration, could launch in a few months
  • Integration: Although young, Wesabe is an experienced aggregator and technology company; this expertise can be tapped to provide integrate bill payment and funds transfer capabilities
  • Existing community: FIs can leverage the vibrant Wesabe community to instantly provide interesting content and community
  • Cost savings: Gives the financial institution state-of-the-art features much faster, and usually at a lower cost, than building them in-house

Wesabe’s co-branded site at UK’s Daily Telegraph (link) (18 March 2009)

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Wesabe mock-up of white-labeled PFM interface (18 March 2009)

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Notes:
1. Wesabe’s new service is called Springboard and Geezeo’s is Spectrum.
2. Assuming banks and credit unions offer a reasonable set of personal finance management tools.
3. For more info, see our Online Banking Report on Personal Finance Features for Online Banking and Online Banking Report on Social Personal Finance.
4. Geezeo also boasts similar benefits; while it’s a year younger and doesn’t own the aggregation engine, its provider, CashEdge is already used and trusted by many large financial institutions, and Geezeo boasts higher traffic than Wesabe. 
5. Come talk to Wesabe’s execs at our FinovateStartup 2009 conference, April 28 in San Francisco.

Reference: Media Categories for Delivering Bank & Credit Union Marketing Messages

image I was reading Currency Marketing (note 1) founder Tim McAlpine’s ten-part blog opus (here) on so-called Challenge Marketing, a mix of social media, sweepstakes and viral marketing. It’s great reading, especially if you are thinking of embarking on a new-media marketing campaign.

In part 4, Tim created a list of media available for marketing messages. I started with his list, added to it, and rearranged the topics. Use this as a cheat sheet in your planning meetings to make sure you’ve covered all the bases. I know I’ve missed things, please add to the comments and I’ll update the list.

  • ATMs
    • Screens
    • Enclosures
    • Receipts
  • Blogs
    • Posting/commenting on your own blog
    • Guest posts on others
    • Commenting on other blogs
    • Asking for reciprocal blogroll listings
    • Sponsored blog post (tread carefully)
  • Branch
    • Posters
    • Brochures
    • Plasma screens
    • Floor decals
    • Window decals
  • Call center
    • On-hold messages
    • Press 1 for more info on ____
  • Charitable activities
  • Cinema advertising
  • Door-to-door
    • Flyers
    • Conversations
  • Ecommerce
    • Powered by your brand
    • Advertisements on confirmation screens/email receipts
  • Direct mail
    • Postcard
    • Letter
    • Welcome packages
  • Direct-to-desktop computer applications
    • Widgets
    • Toolbars
    • Buttons/alerts
  • E-mail
    • Direct messages to house or rented list
    • Advertisements/sponsorships within third-party email letters
    • Advertisements within triggered account alerts
  • Joint marketing (with other companies)
  • Mobile
    • Text messages
    • Downloadable app (iphone, Blackberry, Android)
    • Advertising in other apps
    • Sponsoring other apps
    • Featured at carrier/manufacturer site
  • Newsletters
    • Your email/printed/RSS  
    • Third-party properties
  • Online advertising on outside properties
    • Banners and other on-screen ads 
    • Advertorial
    • Sponsorships
    • RSS feed ads
    • Social networks (Facebook, MySpace, MSN, others)
    • Search engines (Google Adwords, Yahoo, Microsoft, others)
  • Online advertising on your properties
    • Main website
    • Online banking site
    • Logon/logoff splash screens
    • Microsites/landing pages
  • Outdoor
    • Billboards
    • Transit
    • Wall projection & other non-traditional outlets
    • Building site signage (construction loan clients)
    • Vehicle signage
  • Print/newspaper/magazine
    • Display ad
    • Classified ad
    • Column/op-ed articles
    • Inserts
    • College and other niche publications
    • Yellow pages/programs/directories/etc.
  • Promotional item giveaways
  • Public relations
    • Appearances and interviews
    • Press releases
    • Spokester (see Currency Marketing’s Young & Free)
  • Radio
    • 15/30 second spot
    • Advertorial
    • Sponsorship
  • Social media activity (note 2)
    • Facebook
    • MySpace
    • LinkedIn
    • Microsoft Live
    • Twitter
    • YouTube
    • Forums
    • Wikis
  • Sponsorships
    • Sports
    • Events
    • Charitable efforts
    • Schools
    • Green efforts
    • Anti-fraud education
  • Statements
    • Stuffers
    • Messages
    • Envelopes
    • Estatement advertising
  • Street-team marketing
  • Sweepstakes (on- and off-line)
  • Telemarketing
  • Third-party locations/publications
    • Advertising/messages
    • Signage
    • WiFi sponsorship
    • Billing statements
    • Websites
    • ATMs/kiosks
  • Television
    • 15/30 second spot
    • Product placement
    • Sponsorship
    • Infomercial
    • Online streams
  • Word of mouth

Notes:
1. Tim McAlpine has achieved near-rock-star status in credit union social media circles as the mastermind of the hugely successful Young & Free campaign.
Update: 18 March 2009, Tim posted a comparison of the latest Y&F campaign at South Carolina Federal Credit Union compared to the original Alberta one. The latest version is up in every category, a partnership with a local radio station is credited with part of the gain.
2. If you need examples from outside banking, here’s a 2-part wiki (here and here) created by social media guru Peter Kim with almost 1000 examples of social media efforts by various brands.

New Online Banking Report Published: Mobile 2.0 — iPhone Edition

image This is a report I’ve been meaning to write for a few months, but it kept getting pushed back for more pressing (Growing Deposits in the Digital Age) or timely (Year-end Wrap and Forecast) reports.

But a few days ago, we put the finishing touches on the latest Online Banking Report. It will be mailed to subscribers by the end of this week. It’s also available online here. There’s no charge for current subscribers; others may access it immediately for US$495.

——————————————————–

Mobile Banking 2.0: iPhone Edition
How to build a smartphone app even
your CFO will love

In the report (press release), we outline the reasons why every financial institution should consider an iPhone app, even if it’s just a simple surcharge-free-ATM/branch finder like 1st Mariner Bank (iTunes link; see note 1) or a one-screen interface to your mobile website, essentially what Bank of America started with last year. Being on the iPhone is like having a website in 1995. Just by being there, even if it’s crappy, you are ahead of the curve. And for the rest of time, you can brag that you were an early adopter of all things mobile.

And the icing on the cake, you get to slap Apple iPhone pictures all over your website. Baltimore, MD-based 1st Mariner, a bank that doesn’t appear to even support basic mobile banking (note 2) has the most iPhone-ish website in the land (see screenshots below).

The report also looks at:

  • Mobile banking application market (Apple’s App Store, RIM’s Blackberry App World, and Google’s Android Market)
  • Mobile banking forecast (U.S.)
  • 33 features to consider for your mobile banking app
  • Leveraging iPhone hype to increase interest in financial products and services
  • Legal issues in mobile banking from our guest columnists at Chambliss, Bahner & Stophel

1st Mariner Bank homepage (16 March 2009)
Note: Nice job with the St. Patty’s day theme too!

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1st Mariner iPhone landing page (16 March 2009)

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Notes:
1. The 1st Mariner app, built by PointAbout, identifies the nearest of 16,000 surcharge-free MoneyPass ATMs. It also features other integrated apps for local weather, lowest gasoline prices, accident alerts, traffic (powered by MapQuest), grocery stores, and Zagat restaurant listings (but not reviews or ratings).
2. Ironically, if you navigate to the bank’s website on your iPhone, you cannot even see its iPhone homepage graphic (shown above) because the graphic is Flash-based which is not supported by the iPhone’s Safari browser

Banks and Credit Unions on Twitter

image If you haven’t been following Twitter the last few months, you may not realize it now has almost eight million monthly unique visitors according to Compete. That’s almost double the traffic it had just two months ago and a nearly a nine-fold gain from a year ago.

To put that traffic in perspective, it’s more than half that of the NY Times and slightly more than banking giant Wachovia (see Compete chart below).

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Banking activity
Financial institutions are pretty new to the micro-blogging platform. In a search today, we found 15 U.S. banks and 22 credit unions with active Twitter feeds (see notes 1, 6-8). There were also and nine international banks for a total of 46.

See the table below for the non-inclusive list ranked by number of Twitter users that follow the bank’s feed (note 2). Wachovia (now owned by Wells Fargo), the only major bank that has promoted Twitter on its main website, leads with 2,000 followers (see previous post on Wachovia’s foray on to Twitter).

Opportunity 
Participating in Twitter is a low-cost entry into social media that can actually help save a customer relationship or three. Compared to blogging, it is much less labor intensive. It’s also less of a marketing platform given the 140-character limit in posts. But in the current environment, perhaps less truly is more. By all means, find a gung-ho Facebook devotee in your bank and let him or her get you into the Tweeting game.

Table: Banks and Credit Unions using Twitter (updated 16 March 2009)

Name Twitter URL (4) Updates Followers
1. Wachovia (Wells Fargo) /wachovia 257 2,058
2. Bank of America /bofa_help 557 1,486
3. Wells Fargo (3) /wellsfargo 4 548
4. ING Direct (6) /ingdirect 50 451
5. North Shore Bank /northshorebank 194 319
6. MSU Federal CU (7) /msufcu 180 270
7. Chase /chasebank 11 260
8. Pioneer Credit Union /pioneercu 225 251
9. 1st Mariner Bank /1stmarinerbank 140 227
10. Group Health CU /ghcu 353 219
11. GLS Bank (Germany) /glsbank 279 204
12. Brewery Credit Union /brewerycu 65 194
13. Bellco Credit Union /bellco_cu 67 192
14. Banco de Chile (Chile) /bancodechile 175 181
15. First Federal /firstfederal 89 177
16. Oklahoma Employees CU /oecu 14 148
17. CU Credit Union /mycucommunity 73 147
18. Allegiance CU (7) /allegiancecu 29 141
19. Heartland CU (7) /heartlandcu 33 125
20. Hopewell Federal CU (7) /hopewellfedcu 74 122
21. Tech CU (7) /techcu 62 115
22. Ubank (Australia, 8) /ubank 151 113
23. Banco Sabadell (Spain) /bancosabadell 2,272 111
24. FORUM Credit Union /forumtalk 19 97
25. Citibank /citi_forward 16 96
26. Fidelity Bank /fidelity_bank 11 92
27. Northeast Bank /northeast_bank 5 84
28. Banco Popular (Puerto Rico) /mi_banco 15 65
29. U.S. First Credit Union /schecking 43 61
30. Oklahoma Central CU (7) /okcentralcu 5 60
31. First Arkansas Bank /fabandt 27 59
32. SEB Bank (Germany) /seb_bank 37 59
33. 66 Fed Credit Union /66fcu 8 47
34. Telesis Credit Union /telesiscu 18 46
35. University CU (7) /universitycu 18 46
36. Nicolet Bank /nicoletbank 15 43
37. Chesapeake Bank /chesbank 8 41
38. Libra Bank (Romania) /librabank 14 38
39. KU Credit Union /kucreditunion 8 32
40. TwinStar CU (7) /twinstarcu 19 32
41. Capital Credit Union /captialcu 7 30
42. NW GA Credit Union /nwgacu 18 30
43. Banco de Guayaquil (Ecuador) /bancoguayaquil 77 28
44. COP Credit Union /copcu 7 26
45. Webster Bank /websterbank 3 20
46. Friesland Bank (Netherlands) /frieslandbank 8 10

Source: Online Banking Report, 13 March 2009 (see notes 6,7,8)

Notes:
1. To be considered active, the bank or credit union had to have set up a Twitter account, customized it with its logo, have made more than 1 update or “Tweet,” and have at least 10 followers. 
2. This is not a complete list. With a few exceptions, we only looked for financial institutions with “bank” or “credit union” in their name.
3. Wells Fargo’s Twitter page says it will be launching soon.
4. Twitter URL = www.twitter.com/<shown below>
5. For more on bank blogging, see our Online Banking Report on Banking 2.0
6. List and totals updated with ING Direct and First Federal on 16 March 2009
7. Searched on “CU” and found eight more credit unions on 17 March 2009. Thanks Gabriel Garcia.
8. Added NAB’s Ubank from comments, unsure why it didn’t show up on “bank” search

The Upside of a Down Market

image Is it just me, or have people become more friendly lately?

I was flabbergasted, in a good way, by the service I received from Comcast yesterday. When our Internet service started failing Tuesday morning, I was initially worried we’d be out for a long time. At mid morning the Comcast call center was already backed up more than 10 minutes, but the friendly robot asked whether I’d prefer a call back instead of waiting on hold. I went with that option of course. Then, not only did they ring me when they said they would, the woman who called was the most empathetic tech support person I’ve ever conversed with.

Then (here’s the part that floored me), she said someone could come over that very day to fix it (note 1). The repair guy showed up on time, was nice as can be, seemed extremely knowledgeable, installed a new modem, and even put covers over his shoes before coming in the house. Comcast, you rock, and now I don’t feel nearly as bad about the $150/mo we send your way!

One thing about a nasty recession, it makes you appreciate your customers.

So in the vein, I’d like to thank the sponsors of our Netbanker blog, WorkLight, a Finovate Startup 2008 alum (video here), who has been handing out a free white paper via the ad on the upper right. And also our link sponsor on the bottom- right, Bankaholic, who is on its second year with us.

And as much as we like our sponsors, our biggest thanks is to you, the reader, who makes this all worthwhile. We’ve added more than 1,000 new subscribers in the past year, bringing the total to more than 8,500.

So thank you all from the Netbanker team!

Note:
1. This is just standard residential $45/mo Internet service.

Money Link from the University of Wisconsin Credit Union Makes Electronic Transfers Simple (like they should be)

imageFinancial institutions vary considerably in how easy they make it to move money in and out of bank accounts.

On the one extreme is U.S. Bank, which still requires a retail customers to visit a branch to initiate an electronic payment (note 1). Plus, if you come in after the wire transfer deadline, 2 PM I believe, you can set it up to go out the next day, but you still have to call back and reconfirm before 2 PM the following day. When asked why they needed a phone call after I’ve already appeared in person, shown my ID, and signed multiple documents authorizing the transfer, they responded in all seriousness, “to make sure you are still alive.”

image Then there’s University of Wisconsin Credit Union, who not only assumes its members are alive, but also wants to keep them satisfied.

The credit union’s novel Money Link service allows anyone to send money to a UW CU member via an email-enabled system similar to PayPal but free of any fees and branded by the CU. The service can also be accessed via UW CU’s mobile banking. 

Transfers from outsiders take 3-4 days for the ACH items to clear. But member-to-member transfers occur in real time. It’s a great way for students to get money from mom and dad in time to thwart that Monday morning overdraft.

image The CU also supports full inter-institutional account-to-account transfers online. There is no cost to move money into UW CU, but there is a $2 fee for outgoing transfers.

Members who can’t wait for the 3 to 4 days for an ACH to clear, can elect the the Express Service that offers one-day turnaround for $10. The Express service has a $2,000 limit where the Standard Service can be used up to $10,000 (see inset).

Bottom line: This is the type of transfer service most consumers expect from their bank or credit union. It’s amazing that it’s still not supported at many financial institutions, including some of the majors.

Note:
1. Referring to wire transfers here initiated in the Seattle area. There could be other procedures in other areas of the bank’s footprint. Also, customers can CheckFree-powered online bill pay to pay any U.S. resident or business within 5 days. 

RIM’s New Blackberry App World Includes Wells Fargo, E*Trade, Fidelity, and Bank of America

image_thumb[12]It will be a long time before the new mobile application markets, Google’s Android Market and RIM’s Blackberry App World, get anywhere close to Apple’s App Store in breadth or depth. Currently, there are 162 apps listed across all categories in the Android market and 88 for the Blackberry (North America), compared to more than 25,000 for the iPhone (U.S.).

However, Blackberry already has tied the iPhone in one sub-category, big-name U.S. financial services companies. As of today, each has four. Bank of America is the only one supporting both.    

iPhone App Store Blackberry App World*
Bank of America Bank of America
Chase Wells Fargo
Citibank E*Trade
PNC Bank Fidelity Investments

*Blackberry App World also has an Obopay mobile payments app with ties to Citibank.

Financial institution opportunities: The list of participating financial institutions won’t stay short for long. You must support iPhone and Blackberry users, the sooner you do so, the more free publicity you can garner. For more information, see our latest Online Banking Report, published today, Mobile Banking 2.0: iPhone Edition.

Blackberry App World Finance & Banking section
(9 March 2009, 10 PM Pacific)

image_thumb[2]

Will the Online Personal Finance Specialists Survive?

image I love personal financial management websites. Not so much for the reality, actually I hate tracking expenses, but for the promise. The illusion of having everything under control, never overdrafting, never missing a payment, and with perfectly-shaded multi-color pie charts just a click away (inset from Mint). 

But I’ve always thought that once banks and credit unions added basic PFM functions to their online banking services (see note 1), it’s game-over for most independent PFM sites. They would have to either license their platform to financial institutions, sell out, or close their doors.

Now I’m not so sure.

Mint did something recently that made me reconsider. It was really pretty simple when you think about it. Yet as far as I know, no bank, card issuer, or even credit union has ever taken this on. 

The Mountain View, CA-based startup scanned their members’ credit card statements to identify bogus charges from a known scam. And the company plans to make the resulting fraud alert service a standard part of its offering.  

From American Banker (23 Jan 2009):

Mint Software Inc. is planning to roll out a tool that will automatically scan its 800,000 users’ accounts for potentially bogus charges….Aaron Patzer, Mint’s founder and chief executive, said the idea for the new product came after his company heard of a scam involving Adele Services of Melville, N.Y., a bogus merchant that was making 25-cent charges to millions of consumer accounts. The news was widely reported, and Mint decided to check its users’ accounts its to see if any had been affected; it found 800 that were.

Score 1 for the upstarts.

Bottom line: If the online PFM purveyors harness technology to take better care of banking customers than the banks themselves, especially with practical, money-saving ways such as Wesabe’s Cutback Tool (below), the newcomers have a bright future indeed.

image

Note: For more info, see our Online Banking Report on Personal Finance Features for Online Banking.