by Sean Ellis, Head of Customer Operations

Simple’s Commitment to Support During Coronavirus

As the COVID-19 situation affects people everywhere, Simple is committed to making sure our customers can count on the banking services and great customer support they need to manage their finances.
Simple Financial Office Simple HQ in Portland, Oregon.

At Simple, our mission is to make our customers feel more confident with their money—and that means making sure you feel confident in us, too. You’ve probably been inundated with messages from companies about what they’re doing in response to the COVID-19 pandemic; we want to make sure you know that Simple has your back—and how we’re ensuring your banking services are here for you no matter what.

Digital-first banking

Simple is a digital banking platform—all your banking and budgeting is right there in your pocket. The same principles we used to design banking solutions that put you in control of your money mean that you don’t have to worry about closed branches or curtailed hours. Access your account and manage your money from anywhere 24/7 as usual with our app or website.

As a reminder, here are a few of the things you can do in your Simple app:

Support when you need it

Count on the same friendly service you’ve always enjoyed from Simple. We’ve built our customer support systems so that our staff can work from home and abide by the sensible precautions everyone needs to take. When you call, a helpful human will pick up as always (from their kitchen table or couch as needed!). If you’re on hold for a bit (or a reply to your support message takes longer than usual), we appreciate your patience as our staff helps other customers and navigates any challenges related to COVID-19 in their personal lives.

Reliable infrastructure

You can expect uninterrupted access to all the digital banking features you rely on. Simple is partnered with BBVA USA (part of the BBVA global banking family), which is one of the largest and most well-regarded digital-first banks in the world. In addition to being FDIC insured, BBVA USA will continue providing the infrastructure to maintain Simple customer accounts.

Consistent service

In addition to ensuring our support team members are ready to give you uninterrupted support by enabling them to work from home, we’re also asking the rest of our company to maintain business as usual while taking smart precautions. Putting prevention first helps everyone, so we’re asking our teams to follow all recommended best practices: working remotely, frequent and thorough hand washing, keeping environments clean and sterilized, limiting person-to-person contact, etc. We’re taking every step possible to ensure we can continue delivering unique and effective banking solutions for our community.

Things are changing quickly, but rest assured that Simple is working hard to deliver the kind of consistent service that we would expect for ourselves. We’ll continue to communicate with you as the COVID-19 situation progresses, including reporting on impacts to customer contact volume and wait times. For now, we encourage you to take the time to ensure your expenses and goals are set up to meet your needs; you might find these blog posts useful:

From everyone here at Simple, wishing you health—physical, emotional, and financial—during these uncertain times. If we can help you in any way, don’t hesitate to send a support message through your Simple app or give us a ring at (888) 248-0632.

Disclaimer: Hey! Welcome to our disclaimer. Here’s what you need to know to safely consume this blog post: We do our best to make sure information is accurate as of the date of publication, but things do change quickly sometimes. Any outbound links in this post will take you away from Simple.com, to external sites in the wilds of the internet; neither Simple nor our partner bank, BBVA USA, endorse any linked-to websites; and we didn’t pay/barter with/bribe anyone to appear in this post. Individual situations will differ; consult your favorite finance, tax or legal professional for specific advice. And as much as we wish we could control the cost of things, any prices in this article are just estimates. Actual prices are up to retailers, manufacturers, and other people who’ve been granted magical powers over digits and dollar signs.

Important! Keep your account safe from fraud

As fraud attempts are on the rise recently — especially related to unemployment funds — help us keep your account safe by following these guidelines.

Use your Simple Account only for your own personal use. Don’t share your account with others or receive funds on behalf of third parties.

Don’t share your username or password with others. Never give out your login information. Simple will never ask you to tell us your password — if any third party makes such a request, it’s an attempt at fraud.

Don’t open an account at someone else’s request. If someone else asks you to open a Simple Account — such as a real estate company, prospective employer, or someone you met online — it is likely an attempt at fraud.

Be alert for unemployment insurance fraud. You may be violating the law and the terms of your Simple Account if you receive deposits of unemployment funds on behalf of someone else. There are state and federal penalties for unemployment insurance fraud (including potential fines and incarceration). If you suspect you are a victim of unemployment fraud, contact the appropriate state fraud hotline listed here.

Don’t receive funds on behalf of a third party. Keep in mind that receiving funds on behalf of a third party violates the terms and conditions of your Simple Account; in such instances, we may restrict and/or close your account and hold the funds while we await direction from enforcement agencies.

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