Yep. And the good ones tend to be smaller or regional chains.
At a certain size you just become too big to be competent, and the incentives get FUBAR. After that they don't really care about customer satisfaction because they're really focused on investors or the next 1mm corporate customers.
If you're looking for good technical support and features you're not going to get it with your local credit union, they're even worse than the major banks.
If my local credit union has an accessible branch office where I can speak to a human who can assist me, I have no need for technical support. Which is the way I prefer it anyways. Most financial corp tech that I've had to deal with has been trapped in an uncanny valley, doing a horrifying ineffective mimicry of secure services and account management. If they're incapable of crossing the divide to being actually good, I'd rather they'd just stay on the no-tech side.
There are quite a few local credit unions that I've heard good things about. Some are run in a way that all the profits are equally divided by the account holders (after expenses like comp for the employees). Some also offer credit cards and mortgages.
Credit Unions are usually hyper-local or for special interest groups so you'd need to look around by you.
Charles Schwab has been great for me. Specifically for the stuff in the article, statements back to when I opened it in 2012 are available in my portal and their bill pay worked flawlessly for me. On top of that, they have US based customer support, they refund atm fees, and their fees are about the lowest out there.
The only downside that I've run into is that they don't have branches that take cash deposits.
The question, though: is that to avoid more targeted attacks against you (like not telling people you own gold or bitcoin) or to avoid your bank becoming so successful that they can use their market position to become abusive to customers (like not telling people where you get your news on the off chance that you have a trustworthy source of news)?
Then why even bother? Really? You bank with some one that you feel like is good, but you won't tell people the name? Fine, you think that reveals TMI. Then don't tell us who you bank with, but tell us what bank you feel is good and the maybe some supporting reasons. You could do that without, "that's who I bank with".
Otherwise, this was a completely wasted/pointless use of electrons.
like any market, there are competently run companies and there are terrible ones (e.g. HSBC)