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January 2024 by M F
After 8 years, I threw in the towel!! Basically useless when it comes to helping clients. When I did go in to close out my accounts, the human atm didn't even ask why! Zero client retention skills. Fraudulent charge to my account, to bad for your luck they say. I cant believe they let a teller just closeout my accounts with no managerial input whatsoever. All my money is going over to Chase, don't give yours to the Canadians who don't care about you anyways!!
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September 2023 by Susan P.
Every time I go it seems the drive through is closed, paper signs on front door with shortened hours, I thought banks were regulated and had to be accessible to public?!?
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August 2023 by Shayne Moses
I had the worst experience when I called and spoke to a lady named Cathy. I had explained to her what the issue I was having regarding their fax number since I keep getting a failure notice from both numbers given to me prior to calling and speaking to her. She tried giving me a number again but since I was already given 2 different numbers prior, I started talking to let her know what numbers have been given to me already but she just started to sound upset and started yelling at me on the phone. I had told her calmly that she didn't have to yell and she just hang-up on me. I called back again 3 different times after that and they would pick-up and purposely hang-up the phone. Mind you, I am also just doing my job and as part of it we have to call the bank for account verifications of our clients.
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July 2023 by Nate G.
This branch does not keep it's promises. And when you try to hold them to their vocal agreements, they send you a letter saying they are closing all your accounts. Go elsewhere.
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January 2023 by Sean Reyes
How can this national/international bank be short on staff for years? Running the same "higher than expected call volume" for literally years, but making record profits over and over. The most useless bank i've ever used, transferring my money out after they cancelled my personal card, instead of re-issuing a business card, and then wasting 45 minutes of my time setting up a new PIN. Unbelievable.
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November 2022 by Maxwell Edison
Good money is good.
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October 2022 by J K.
I've been banking with BOTW for nearly 15 years. The last few years this bank has tanked in quality. If it wasn't so much work to switch all my accounts to another bank, I'd do it in a heartbeat. This year, they've screwed up every single thing they touch, from setup of new accounts, to customer service, to fees charged in error, to the mobile app missing payments and glitching out. This last phone call to this particular branch was especially irritating when talking to Monica on the phone. She was incredibly rude the whole conversation and kept telling me it's all my problem even though I repeatedly explained how I've tried everything at my disposal as walked through by another representative and their system is still malfunctioning. I guess I'm just on my own! Thanks bank of the west for ditching me after 15 years of loyalty...
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September 2022 by Toni G.
Been with this bank for 2 years now all of a sudden I look at my account multiple times a day it shows I have money in my account then I do a transaction then check days later they charge me overdraft fees for the stuff that was processing and coming our of my account but really isn't then take 2 days after to charge me 35 overdraft fees in the last 3 days I have been ripped off $260 in fees called they don't care it's my bill money they r stealing. Don't bank with them save yourself
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July 2022 by Lindsey H.
They continuously charge me overdraft fees when I signed to opt out of the THIRTY FIVE dollar fee. i can usually call in and get it waived because they know i signed that contract. Well it happened again and so I called, I immediately got attitude, and could hear the teller talking with someone else about my account??? then acted like it was my fault and straight up ARGUED and kept INTERRUPTING me on the phone just to hang up 30 seconds later. I'm changing banks after 3 years. F*CK this place.
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May 2022 by Dennis C
My God this and all these banks of the west are completely trash ? the customer service the worst and don't even think of call the customer service line 1 hour or more wait
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June 2021 by Samantha E.
Tried to deposit money through the atm, didn't work so I went to the drive through teller. I've been here for 20 minutes and they keep holding up a finger but don't bother to come assist. If I didn't have to have this money in today I'd leave.
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March 2021 by Sandra Crippen
Maybe they should have warned people they were closing so people could get their money out. It's a little fishy
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March 2021 by Jack T.
My Mom is 82 years old. She went in for depositing a check from her companion, and at the same time withdrew some money for her monthly spending by writing her own check for cash. Believed it or not, the bank posted both transaction as withdrawing on her account! Fortunately, she found out about it, and asked me and her companion to accompany her and her to dispute the transaction. The bank was able to remove her companion check withdrew from her statement and put it on her companion's account correctly, but claimed she had withdrew the supposed-to-be-deposited check with cash. My mom believed she had deposited the companion's check, did not cash it that day. So, we requested to the bank to see that day's video to clarify the issue. Then, the bank made us jumped through the hoops by telling us that we had to file the police report in order to review the video together. We then filed for the police report, and gave a copy to the bank's senior branch manager during our 3rd meeting in 2 weeks. In the 3rd meeting, this senior branch manager (different from the 1st one) had promised to pull the video to review with their security team, as well as, providing the review results to us once done with reviewing, but they would not show it to us due to some privacy clauses, she claimed. We agreed to her recommendation if she had done that. Here came the interesting part. The bank's regional manager (her boss, I think) then decided that since we had filed for the police report, which the bank had initially told us to do in order to pull the video, they would now not even going to review the video by the bank's security team. But, wait for the police to investigate. As we had understood, the police report was stated as a civil case reported to the police, and the money involved might not be huge enough to warrant their investigation. Now, the bank would not do anything to review our dispute, would not review their own video with their security team to clarify the issue. How terrible this bank is, taking an advantage on a 82+ year old lady. It also made us jumped through the unnecessary procedures, and in the end it used the "police report filing" as an excuse NOT to resolve the issue. By the way, in our 3rd meeting with the senior branch manager, she had "suggested" us to go to banking with other bank because of the bank won't like to have such dispute in the future. Consider my Mom had banked with them for the past 12+ years, and never had a check deposit dispute until now. Besides, the mistake was not caused by her but by the bank initially. Look at how they had mistreated us blatantly with no respect. I am giving this bank a rating of 1 because I have no way to rate it as zero for such a poor customer service that they had exhibited. In the end, 3 weeks into the ordeal, we are still waiting for their kickoff of the video review if there would any. Watch out for your own money with this bank, I would say. Yes, I have also filed a complaint on behave of my Mom to the Consumer Financial Protection Bureau. I hope by sharing my Mom's experience will improve the bank's own auditing and customer services to take care its clients' dispute correctly.
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December 2020 by Terry R.
Do not use Bank of the West for a mortgage. I do however want to clarify that the bank itself has been wonderful for our everyday deposit and checking needs. But working with the mortgage division has been a nightmare. We've had seven Mortgages over the years and the loan process with Bank of the West mortgage division was the worst ever. Case in point, due to their last minute look at some of the financials that had been available to them from the beginning, they informed us that we could no longer get the 2.75% we applied for but instead could only get a 3.127% rate. Mind you, they contacted us the day before closing about this issue! We had only two choices, lose our earnest money and cancel the loan process one day before we were to close or take the last minute higher rate and proceed. Totally unsatisfactory. We applied for the loan in late June and much of our documentation seemed to fall by the wayside until the very last few weeks. Our loan officer did not take responsibility for any of the problems we had such as the initial loan application which did not contain the correct income and expense amounts we had reported. She told us "Don't worry about it, we can correct it later but need to get it signed now to meet deadline. " The loan officer was always behind causing everyone to scramble around at the last minute in order for her and the underwriter to verify information. Our initial closing date was July 31 but the loan officer and underwriter needed more time to verify some information which caused them to change the closing day to August 3. Then again the loan people were scrambling around and needed still more time, so the closing date then changed to August 6. Our loan officer had to call in her supervisor to help with the final processing. We went with Bank of the West based on the recommendation of our realestate broker and the available option of being able to reamoritize within 6 months without charge. We did want to reamoritize in December and deposited additional funds against the loan. But that process turned into a nightmare as well because we could never talk to a loan representative. I could always connect to one of their marketing reps but to get a loan rep was touch and go. We were always referred to another number or told that our message would be passed on to the correct y handler and we would receive a call back. Today I requested a supervisor, and was finally assured that our loan would be amortized in February. So if your thinking about using Bank Of The West for a new loan, don't do it. Use another mortgage company.
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July 2020 by Mary Ann F.
Wow this banking experience might be the worst of my life and the funniest thing it's NOT my bank. My BFF came to town for a visit and to conduct a financial transaction. She needed to deposit a large amount of cash, let's just say 5 grand. I had no idea where this place was located so we had to map it. Annoyingly the branch was not open, only the drive up. This was super annoying since we both wanted the teller to count out the cash to make sure I got it correct. The teller was incredibly rude to us actually telling us to stand back from the glass window! Like super wow! Gonna get Covid! I was worried that she might rip my friend off denying that the amount was correct. She wouldn't even let her watch thru the window,she had to put it in the tube and she took it far away where we couldn't see her anymore... she kept repeating for me (us) to pull my car forward which was nonsensical in ever manner! I told my buddy that we would find another location even if I had to drive to Tahoe. IIn the end she received her receipt with the correct deposit returned by a different teller. This episode just reiterates why I never, ever like this bank back in the Silicon Valley. The Worst!