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October 2023 by Mary
Why is your teller asking what I am doing with my cash withdrawal? Apparently the answer I gave was not satisfactory enough as she kept asking for more details. I finally said it was none of the bank's business what I am doing with my own money.Is this the US Bank policy now? She said she only asked because there have been people scammed out of their money and she wanted to make sure I wasn't being scammed. Does she think I get scammed easily? Does she ask all customers this question or just people she perceives to need protection?I don't tell US Bank what to do with my money you loan out and make money off with. Don't you worry what I do with my own money!!! I have withdrawn money before at this and other branches and NO ONE has said anything except "How would you like that?" !!!And why was she telling me she only wants guns in the hands of police like they have in Australia? I didn't bring up guns. What does that have to do with my withdrawal of money and/or my banking concerns?
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September 2023 by Just Me
Why is your teller asking what I am doing with my cash withdrawal? Apparently the answer I gave was not satisfactory enough as she kept asking for more details. I finally said it was none of the bank's business what I am doing with my own money.Is this the US Bank policy now? She said she only asked because there have been people scammed out of their money and she wanted to make sure I wasn't being scammed. Does she think I get scammed easily? Does she ask all customers this question or just people she perceives to need protection?I don't tell US Bank what to do with my money you loan out and make money off with. Don't you worry what I do with my own money!!! I have withdrawn money before at this and other branches and NO ONE has said anything except "How would you like that?" !!!And why was she telling me she only wants guns in the hands of police like they have in Australia? I didn't bring up guns. What does that have to do with my withdrawal of money and/or my banking concerns?
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September 2023 by Dillon Tackett
Could not ask for a better banking experience. Huge kudos to Ryan for his customer service expertise!
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May 2023 by Brooklyn Lynn
Not exactly sure why the Willoughby branch has quite honestly THE WORST customer service of any bank I have EVER been to. The tellers there act like your bothering them and are unprofessional, judgemental and extremely rude! Avoid the Willoughby branch if at all possible. I live closer to the Willoughby branch but drive out of my way to Mentor bc Mentor US branch actually knows appropriate behavior and customer service. The heavy set blonde "lady" who shockingly is somehow the manager at the Willoughby branch is consistently rude, makes snide remarks and rolls her eyes smh. Just absolutely ridiculous and uncalled for. I would strongly suggest putting the tellers through customer service training. They flat out refused to make me a temporary debit card bc my other debit card was shut off. I went straight to Mentor and they gladly made me one and said there was absolutely NO reason the Willoughby branch could not have made me one. Kim was the one at Willoughby branch who refused to make the card. Again smh! Corporate office is getting a call today bc I've about had it.
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November 2022 by Terry Lew
Very knowledgeable, super courteous associates, you feel as though you are in competent hands in this bank
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September 2022 by christopher johnson
On September 10th my wife and I went to the US Bank branch on Monticello and Richmond there were two tellers working that day a male and a female apparently the male was having a bad day because he was very rude to my wife she had deposited a escrow overpayment check into her checking account then proceeded to withdraw money from her checking account he handed her a withdrawal slip my wife is blind I filled it out for her and she was going to sign it she asked him should she put her full name on the withdrawal slip he said I don't care if you put an x on it the female teller shot him a side eye look cuz she heard what he said not wanting to cause any trouble we left with our withdrawal the man needs to go through customer training again
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April 2022 by Arlon yeager
Woooooow. The ignorance of the elderly lady who is working at this location I’m downtown Willoughby at 4:07pm on Friday 4/1/22. I came in with a US Bank issued check that she would not allow me to cash. She asked me well don’t you have a bank account of your own bank in a condescending tone, I thought we as a nation moved past this type of racial profiling. What does that have to do with anything I should be able to cash a check from its issuing bank. I asked if that policy was in writing, she then stated that it was at discretion… discretion of who?! The teller? The manager? Or the discretion of a racist? The protocol is to have 2 forms of ID. She then proceeded to tell me that they barely have enough money for their own customers and that the limit was $500. As I wait in the lobby I decided to call over to the mentor branch and they said why sure we can cash it all you need is to have 2 forms of ID and asked if my ID was from this state. If your Racist Ms. Lady just say that I can’t cash my check from the city of Willoughby because my skin is a darker hue then yours is. Mentor US Bank definitely just earned my business! This willoughby branch needs to do better and have a meeting on cultural issues, she also wouldn’t let me speak with a manager. She didn’t even attempt to verify any of my documents or identification. I’m appalled….. update… just left the mentor branch very nice and friendly staff that took care of me in record time and didn’t racially profiled me!!
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April 2022 by A y
Woooooow. The ignorance of the elderly lady who is working at this location I’m downtown Willoughby at 4:07pm on Friday 4/1/22. I came in with a US Bank issued check that she would not allow me to cash. She asked me well don’t you have a bank account of your own bank in a condescending tone, I thought we as a nation moved past this type of racial profiling. What does that have to do with anything I should be able to cash a check from its issuing bank. I asked if that policy was in writing, she then stated that it was at discretion… discretion of who?! The teller? The manager? Or the discretion of a racist? The protocol is to have 2 forms of ID. She then proceeded to tell me that they barely have enough money for their own customers and that the limit was $500. As I wait in the lobby I decided to call over to the mentor branch and they said why sure we can cash it all you need is to have 2 forms of ID and asked if my ID was from this state. If your Racist Ms. Lady just say that I can’t cash my check from the city of Willoughby because my skin is a darker hue then yours is. Mentor US Bank definitely just earned my business! This willoughby branch needs to do better and have a meeting on cultural issues, she also wouldn’t let me speak with a manager. She didn’t even attempt to verify any of my documents or identification. I’m appalled….. update… just left the mentor branch very nice and friendly staff that took care of me in record time and didn’t racially profiled me!!
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March 2022 by Marieta Velecina
The worst service bank I ever have! Unfriendly staff! I ask help to one of the staff to help me !! She just look at me!!! This before pandemic!! I cannot never forget my experience in these bank!! And I been this bank for while! I have i investment Acct which I canceled!!! But i still have loan mortgage left!!! I saving Acct they canceled with out my permission!! That make a big issue!! I complained nothing happened!!! So I hired a lawyer to help me!!
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January 2022 by Lindsey K
If workers are going to have food delivered then TIP!! 20 min drive and then another 10 mins just looking for parking. CHEAP!! Sorry but it really makes the company look bad too!
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May 2021 by Gregory Wilson
Predatory staff that steals customer information for other organizations. Doing business with them is a quick way to get spam calls. Avoid at all costs.
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October 2018 by Britani von Busse
For a few years I was struggling with US Bank. I was originally going through the branch out in Middlefield, Oh. Once I moved to lake county I started going through this one and my whole opinion on them has changed! Kim especially has helped me not only understand more about banking but she truly shows concern and care for her clients! Because of Kim I don't want to bank with anyone else! Thank you so much Kim and US Bank for everything you have done for me!
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August 2018 by Tim P.
Poor customer service! My account was hacked and my account is now in the negative. I talked with the branch manager regarding getting a letter to send my credit card company saying my account was a victim of fraud and I would not be able to pay the bill on time which I was told by their fraud line that I could only receive by going into the bank and talk to the branch manager. The branch manager got very annoyed by me asking her this. She made me feel like i was trying to scam the bank and was completely uncaring about my situation. So now I'm stuck waiting at least 10 days to hopefully get the money returned to my account. Stay away from this bank. They don't care about their customers at all!
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October 2017 by Desmond Jacobs
Incompetent individuals working at this branch and it's really unfortunate because US bank has great things to offer but this branch is tarninishing the reputation.
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February 2017 by Brooke Daugherty
I am a victim of fraud, and the manager Leigh at the Willoughby location refused to over ride the hold and transfer my funds into a new account. I am a single mother that needs to feed her child, and pay bills and she did not care one bit.
