Banks in Saint Helena, CA

“I have banked with Wells Fargo for a couple years now. I haven't had problems with them like I did with bank of the west. They worked with me by opening an opportunity account.I was in checks systems at the time ?. After keeping my account in good standing for awhile; I was able to switch to a regular account.”

“Shoutout to Ricardo Martinez at BMO St. Helena!

I recently ran into an issue with changing my phone number on my BMO account. Even though I had updated my number with BMO a year ago, my online banking was still showing my old number, which created an issue when I was trying to receive a verification code.

I called customer service three different times. Each call lasted anywhere from 45 minutes to an hour, and each time I was told the issue would be escalated to a supervisor or IT and that someone would get back to me. Unfortunately, that never happened.

I eventually went into a branch and explained the situation to the Branch Manager. I was told it had been fixed and would update overnight. A week later, nothing had changed.

That’s when I reached out to the St. Helena branch and spoke with Ricardo Martinez. I explained everything I had been through and was hoping for a different outcome. Ricardo immediately took ownership of the issue. At the end of our 10-minute conversation, he ran into the same technical problem others had encountered, but instead of simply telling me it needed to be escalated, he explained exactly what he was going to do. He submitted a work order, told me he would personally monitor the progress, and promised to contact me once it was resolved.

Today, I received a message from Ricardo:

“Maria, this is Ricardo. The issue has been resolved. You should be able to log into your account with no problem.”

I logged in—and he was right. I was finally able to access my account!

This is what customer service looks like. It’s not always about having an immediate answer or being able to fix something on the spot. Sometimes it’s simply about taking ownership, following through, communicating, and making sure your customer doesn’t feel forgotten.

Ricardo, thank you so much for going above and beyond for your customer. You made a frustrating experience so much better simply by taking responsibility and following through.

BMO St. Helena is lucky to have you—and Anthony—on their team! People like Ricardo truly make a difference. 👏🏼”

“Had no intention of leaving a review here, but the service was so stand out and exceptional. I could not help myself. Absolutely 10/10 customer service. What a sweet teller!!!”