If you have an immediate inquiry, please do not expect to hear a response during the busy hours. I love the bank, and how they treat new and loyal clients but reaching them during the day is a real challenge. Furthermore, I want to recommend you to overlook their FAQs page to find the answers to your questions. It will be faster than you will sit hours on hold waiting for a representative. Otherwise, all the rest is pretty awesome.
The rates are moderate compared to other banks but affordability is always their goal since they try to introduce you to some promotions if I can call them such. I hope they will introduce online chat for online users of their bank as well, maybe it will help to relieve a phone line.