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November 2024 by JEFF C
Service and attention to detail could be better. Arrived mid afternoon on a Tuesday to open up a checking account. The branch manager saw me as I entered and asked me to take a seat while they found someone to assist me.
I counted 5 employees on duty and besides me there never more than 1 other customer in the bank but for some reason I had to wait almost 10 minutes to be seen by a banker. The person who finally took care of me was sitting at the counter talking / working with another employee as I waited.
The Banker was pleasant and knowledgeable. Setting up the account went fairly quickly… perhaps too quickly.
A big hassle presented itself the next day when I needed my drivers license and realized that the banker had never returned my DL to me after account set up.
I needed my license back that day so I dug in. Luckily I had grabbed the bankers business card so I was able to leave a voicemail and send an email. After waiting an hour for a response I realized I didn’t even know if that banker was working that day.
I called the branch at least 10 times over the course of the next hour and I kept getting the message “we’re busy taking care of other customers . Call back”.
I switched gears and called the 800 number and was get to the branch and someone picked up on the 1st ring. I was transferred to my banker who said they had just read my email and yes—my DL was in their scanner. They apologized.
When I returned to the bank- again, 5 employees on duty and just me and another customer in the lobby.
Based on my limited experience at this branch- things seem to be a little too lax, and sloppy. I don’t see that being responsive to calls and waiting customers is a high priority.
If I can’t trust a bank to return my DL and answer the phone in a timely manner - I wonder what else are they dropping the ball on?
Update: the district manger called me the next day ti apologize and indicate he will follow-up and make sure branch staff are reminded about attention to detail and picking up the phone.
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September 2024 by Angie Fritz
My mortgage has been with this bank since 2008. Unbeknownst to me they sold my mortgage and did not send me any notification…still need to see if this is legal!…took off work and went into the branch the next business day and at first they couldn’t figure out what happened. They kept telling me that they thought someone paid my mortgage off, definitely not the case! After being there for about 20 minutes, I found out that my mortgage had been sold to a different company. I have not missed a payment or had a late payment since I had set up direct payment many years ago(makes me think that this is the reason). I then received my letter dated 7/15 but the envelope is stamped 8/29! Nice try! Guess it’s time to change banks! Good-bye to this ridiculously unorganized bank!
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April 2024 by Anthos Lykos
The first bank I've ~ever~ been to that wouldn't exchange change for bills.
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December 2023 by arisbel chapeton
Horrible experience and still dealing with the situation a month later! Went in to pay my mortgage via cash advance and they failed to process the transaction on their end but the money was taken out of my account. Had to place a dispute and I can’t get ANY answers from this bank or the back end to release my money to be able to pay and be up to date on my mortgage. The “help” that is being provided isn’t even helping, instead has me waiting an unacceptable amount of weeks with my money floating who knows where.
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November 2023 by Aleksandr
Went to this branch to do an international wire transfer. The Hispanic lady that "helped" me had no idea how to do the transfer I was told I needed a SWIFT code and account number. Which I had an IBAN number and BIC number which equals to the SWIFT number. I know this because I googled it myself when I got home. I went to the Gurnee location with the same request and information and they did the transfer without any problems. Perhaps some training is required for the staff? I was left with wasted time and uncertainty dealing with this particular banker. I would go back to this branch for basic things like depositing and withdrawing, but not anything that requires a banker.
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October 2023 by April Garcia
My mom has this bank and everytime she goes to the ATM it is always broken, never works to get money back, and there’s always an issue with it. It’s frustrating when you need to take out money for personal reasons but can’t because it’s always down. The spending limit on the card is also bogus, rarely any other bank has a spending limit of $200 daily. People got bills to pay and things to do, $200 is not enough.
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July 2023 by Adrianna Harding
Absolute WORST bank to ever deal with. You will never get a phone call back so don't bother even calling them. They are less than helpful and everyone that works there is extremely rude.
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May 2023 by Toni C.
Terrible customer service. I have more than one account and they have made several mistakes by withdrawing money from the wrong account even when I specify which account to withdraw from. Not willing to help when there are issues. I recommend any other branch besides Round Lake. Even the ATM is inconvenient since it is often out of order/ out of money.
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March 2023 by Alexandria Keating
No good
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February 2023 by Christin Kaufman
The ATM is always broken and there is only ever 1 drive thru teller available. I've been banking here since 2006 and unfortunately banking here is no longer convenient.
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February 2023 by Christin Robinson
The ATM is always broken and there is only ever 1 drive thru teller available. I've been banking here since 2006 and unfortunately banking here is no longer convenient.
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August 2022 by Kenia T.
A horrible experience, the manager and two other employees were enabled to help me at all, it was just a waste of time opening my account with them. The first little problem I had with them was handled so poorly, that I just had to close my account. Please don't waste your time and look for a different bank
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February 2022 by Magdalena Oliva
The costumer service at this locations really stands out. They have amazing team always welcoming and very fast and helpful. Especially Jackie and Lupe always are rockstars. The other day my husband was inside the location and misplaced his medication while get his wallet out. Lupe went above and beyond helping him look for it. Thank you guys for amazing service!!!!
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October 2021 by Green L.
Terrible Terrible customer service. Stay away from this bank and go to a real bank. We had the same experience as others, after waiting for a long time, we didn't receive any attention from anybody. Manager not on the branch at all. Opened a terrible account without even one check and we asked for check they told us you had to let us know ahead of time. Terrible people. Manager Chris is above all a terrible person, racist and didn't pay attention to our request. They call themselves a bank and can not print a check for a new customer, but they do advertising. This manager (Chris) and all staff should be fired. Terrible behavior and customer service. Stay away from this bank and go to a real bank
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October 2021 by Jennifer Vecchio
Opened an account here a few months ago. Was asked to take a seat while a personal banker got ready to help us. Waited over 20 minutes when the banker wasn’t even working with another client. Almost walked out.Then, when we sat down to open the account, we were asked if we would be willing to answer some questions. The banker proceeded to ask standard questions for any account opening, but then started asking about our mortgage and how much life insurance we had, etc. I asked her why these questions were needed for opening a bank account. After much back and forth, she finally admitted that those weren’t standard questions and it was for their marketing purposes. Now I get spam emails from random life insurance companies as it seems my information was sold.We decided to give Fifth Third a try and now have had an account for a few months. We originally got some check in calls to see if we were happy customers. When I asked for some help with a stop payment, I was assisted, but then was told to call back and they would help waive the stop payment fees. I have tried calling back my contact at this branch multiple times to help waive the fees and can’t seem to get a call back. Not sure why I have to leave five messages and can’t receive customer service.Seriously considering taking our business elsewhere as it doesn’t seem like anyone really wants to help you. Extremely frustrating.
