Bank of the West

BOW has been a solid bank for me for the past decade or so and I’ve recommended them to friends and should have rated them earlier. Had I done so they would have received a 4 or 5. In the past few months though they’ve started having significant difficulty cashing checks (holding them with «uncollected funds» messages), despite the fact the person writing the check tells me/​my wife the amount has already been taken out of their account. I don’t know if this is some plot to make a few bucks of interest or what, but it’s getting annoying and it won’t take much more of this to have me looking for other options.

It’s been one month after requesting my lien satisfaction letter for my car so I could sell it, and I still haven’t received this simple letter. I’m glad that their customer service can actually rewrite history and claim that I requested this letter a week after I did. Even with $ 6,500 of my money on the line and my $ 20k loan paid off, they still can’t send me a letter.

I have been with the Bank of the West for many years now. I have experienced so many numerous issues that I have no idea why I have waited until now to change to Bank of America. I initially liked the Bank of the West’s feel of a small town branch. However, as the years went on and I experienced more issues that I can remember or go into, I will touch on a few. #1 they are very technically behind. Their ATM’s are old school and cannot distinguish the difference between a cash deposit or a check deposit, so if you make a cash deposit your funds will be held just like a check deposit. I called the bank about this, and asked the question that when your employee retrieves the deposits daily from the ATM, they can at that time see the cash vs the check deposits, so why hold the cash… the response back was «it’s how the ATM works we cannot do that». She didn’t care either… she lied and said she couldn’t make my funds available, then I got to another person that same day and she did make the funds available. You cannot chat with a rep and only can send email or call but again, get with the 2016’s technology and online is how most prefer to handle their banking. The emails, are not timely and most responses are text book and essentially say to call. Well if I could call, and wasn’t at work, I would possibly do that but there’s a reason I’m needing help in a timely manner «online». Not all, but most of the employees I have had to deal with at the Blue Springs and Independence 40 Hwy bank could really care less about helping you. I have moved to Bank of America and already feel like I’ve moved forward a couple centuries with their customer service and awesome advanced technology. Thank you for not making my banking comfortable and pleasant, Bank of the West.

The Dublin branch of Bank of the West is the slowest branch the company has in my believe. Every time I go in there the employees are extremely slow working on other projects and not paying attention the customers.

This is for the 301 Mission St branch.
Recently I deposited funds for a promotion. I was off a few days so it when it came due it was rejected by the main office. The personnel in the branch however took some extra effort to get me the promotional funds. This is a small branch but it feels like a small town branch where the personnel are especially considerate of their clients.

I have an Auto loan with Bank of the west. Totaled my car, and not only did they demand that I continue to make payments after the insurance claim was filed they threaten to report it to the credit bureaus if I did not continue to make payments that. The very 1^st representative stated I did not have to make payments since the insurance was in the process of paying the claim. My insurance paid the Bank and there was a balance owed which my secondary insurance would cover that (GAP insurance). Of course this process was delayed because the Bank did not send over the necessary documents as requested which delayed payment. But continue’s to demand payments and threaten to report to the credit bureaus if I didn’t make a payment. But these payments will MAYBE be refunded once the GAP insurance is settled. At this point they told me all documents were sent in to The GAP insurance company to receive payment. A month has gone by all documents were not submitted and I am stuck continuing to pay them for there mistake. They did not apologize nor own up to there mistake. They just demand payments. Avoid this bank and there mishaps, in the end you will suffer for it.

I overpaid a Bank of the West credit card. I called and they agreed I had overpaid. I asked for a refund, since the amount was 100 times what I owed. They said it would take 7 – 10 days to get my money back. I had paid by electronic bill pay. I asked why so long. I asked for a manager. They said the same thing. I asked for someone in charge and they said they were busy and would take several days to return my call. I sent a certified letter to the CEO — have not heard a word back. I was a 25 year customer of the bank and was treated with no courtesy and no respect. I think this bank is worthless. Totally unresponsive and unprofessional. Do yourself a favor and go somewhere else. There is a reason why they are so small.

Avoid! Avoid! Avoid! Very Bad Customer service — This is the third time this has happened TO US at The Bank of the West 27 011 McBean Pkwy Valencia, CA 91 355 We have many Complaints against the current employees and the Bank Manager Patrick Rodriguez who has done NOTHING to current the problem with Very Bad Customer service of it’s employees: Alisha Martin Teller unprincipled — dishonorable, unscrupulous NO-​Confidence, — Failing to greet customers when they walk in the door. We as a customer that is not acknowledged upon entering the business — Avoiding eye contact — Socializing with other employees when we as customers are present. NOT being very courtesies. — but consistently being VERY RUDE!!! Yelling at us when we try to discuss our account. bad-​mouthing — The Bank in front of our several Children. This was the same Complaint against the employee Ciara Cooper Loan Officer who was TERMINATED!!! We contacted Customer Service Main Office There Response was Bank Manager Patrick Rodriguez who has done NOTHING!!! Who does NOT CARE!!! About the banks customer service in relationship to the Banks employees. What Bank Allows employees to openly show off and brag about there TATTOOS Patrick Rodriguez ALLOWS this who has done NOTHING it looks very bad and distasteful especially in front of the Children. Customer Service Main Office has referred us to this District Manager GEORGE MEUGERIAN 16 027 Ventura Blvd Encino, CA. 91 436 818−742−1160 WHO ALSO HAS DONE ABSOLUTELY NOTHING!!! Avoid! Avoid! Avoid! Very Bad Customer service!!!

What is going on at Bank of the West? I’ve had nothing but trouble with them the past year. Most recently they cancelled my pin number — not the card just the pin. My pin suddenly quit working so I stopped by a local branch to get it reset only to learn that they can no longer offer this service and that I need to call customer service, which I immediately did. I was told the pin had been cancelled and that I should have received a letting letting me know along with a new pin number. I told her that had I received a new pin that I wouldn’t be sending 45 minutes on the phone asking about it. She said she would send out a new pin and, in the mean time, I could use the card like a credit card. Well, its been a week and no pin has arrived.
And why can’t a customer walk into the bank and get a replacement debit card on the spot? We instead have to call and pay the $ 65 rush fee if we want it in 3 – 5 business days. BofW says its for security reasons but I can walk into Bank of America and get an immediate replacement card so it makes no sense. Is BofW saying the BofA isn’t a secured bank? I am done with the crap I’ve been through and will be going to withdraw my money today. I would completely close the account but our house loan is through them so we have to keep an account open for automatic payments. Guess its time to refinance and be totally done with BofW.

Customer service online hold time is 7 minutes, was 22 minutes yesterday; Bank of the West needs to reevaluate what customer service really means.

Never, ever in a million years did I ever think I would leave a five-​star review for a BANK, but here it is.
I moved back to the states from the UK about two years ago, and you couldn’t have PAID me to go back to my old bank before I left, which was Bank of America.
Bank of the West, and this branch in particular, has made the transition back as seamless as possible. Every single time I’ve visited the branch, the customer service is nothing short of excellent. CONSISTENTLY excellent. It’s been two years, I’ve visited a dozen times, and never once did I have an unpleasant experience.
There was even a time I had it out a little with one of the manager guys there, because I changed my name and didn’t have proper paperwork for it, despite having all my ID in my new name. I lost my cool and cursed in front of him, he (rightfully) got visibly angry, stormed off, and handed my case to someone else, who was incredibly friendly, calm, and helpful, especially considering the heightened state of emotion I was in. I don’t fault the guy for leaving, I was in the wrong there, and instead of getting into it with me, he walked away from the situation and deescalated. Those are the kind of people/​social skills you never expect!
There was another time I needed a cashier’s check urgently. Again, stupid me, I left my ID home. Instead of just turning me away, the manager lady asked me a million and one questions, the kind of questions you get asked when you call in for phone banking, and verified my identity thoroughly. She was then satisfied enough to give me a cashier’s check, but their check printer was broken! So get this: she calls up the manager for the BotW branch on Mission Street to explain to her the situation, so that the other branch wouldn’t turn me away for lack of ID!
This is the kind of customer service that Apple used to provide. That Taylor guitars is known for. I’ve never tried to get a loan or anything like that, but I can tell you now that in terms of CUSTOMER SERVICE, Bank of the West is the noughties Apple of the banking world.

Review of experience with 1 – 800 Online Internet Banking service line only:
Called twice today to unlock my mother’s internet account which they locked out transfers due their own faulty algorithm for flagging security concerns. It’s a brand new account with zero balance, I’m trying to transfer in funds (not take them out). 45 minutes on the line with customer service (William), Cantonese interpreter and service supervisor (Hailey) and they are asking my mother who doesn’t speak English very well to answer all kinds of security questions — after verifying ID several different ways, they go on and on, suspicious and concerned there is «coercion» of me trying to help my mother solve a problem and some fishy business going on. I could not convince them otherwise. I have many loans and commercial and personal accounts with them and with several other banks but never been through such unreasonable and suspecting lines of questioning from a bank customer service line… ever! Bottom line, they refused to help out and even entirely disabled the online account after the call. Nice job building Fort Knox and wasting a lot of my time, but please, how about providing some regular industry customer service and making it easier to bank with BoW rather than making it harder to impossible to efficiently transact.
Will have to think twice about doing any future business with Bank of the West and referring others.

Short story: Bank of the West took a $ 400 application fee from me before fully disclosing what they could and couldn’t do and then they were too stubborn to work with after that.
Details: after I paid the $ 400 application fee they wanted me to put in a heater in my house which they should’ve brought up prior to taking my money. It’s understandable that they’d want a heater put in but they insisted that I get a permit to do it. I gave them 3 choices:
— allow me to do the heater without permits (since I was concerned about the inspector calling out other issues),
— refund my $ 400 or
— apply the $ 400 to a new loan application.
They stubbornly refused all three. It was unprofessional of them that they did not make sure there were going to be any issues like this prior to spending my $ 400 IMO yet they refused to take any responsibility for their actions.
I should also add that Bank of the West has dicked me around 2 years ago as well: after paying and applying for a loan they jacked up the closing costs by another $ 1200 and didn’t tell me until the day of signing!

This is the ‘main’ branch of BOW. This review is for the seriously antiquated, infuriating and down-​right incompetent corporation. One department has no idea how the other works, you will be shuffled back and forth during any issue.
Things I have been told by BOW ‘customer’ service representatives:
-«It’s not our fault! The is the online groups responsibility!»
-«This is an issue that has been impacting many customers — not just you».
-«We know that’s an issue, but we don’t know what is causing it and have no idea when it will be fixed»
If you need a bank, new bank, loan or even directions… choose a bank that has their act together and avoid this disaster.
To senior managment: Invest in technology that works. Invest in training and people that actually solve problems, not give excuses. And for crying out loud — quit paying for customer service awards — JD Powers awards are bullcrap and any company that touts one has paid for it (did you know that?).
Worst bank in California.

Let me start by saying «don’t waste your time.» These people are not making loans. They are looking for fees and then turn you down. One of the worst experiences of my career. Promise promise promise… then nothing. Run… don’t walk away

Note: This review is for Bank of the West as an institution and not this particular location, there is no easy way to accommodate this so this is the best I can currently do.
I have been meaning to write this for a while, but when I purchased a new car my loan ended up being through Bank of the West. When I initially tried to setup automatic payments, I followed the instructions that were on a piece of paper that came in the welcoming packet, I filled out the forms and mailed them off to the address that the packet had originated from. Seeing as there was no address listed in the instructions, this seemed to be the logical thing to do.
When they date for payment was coming closer, I noticed I had not heard from Bank of the West regarding my signing up for automatic payments, so I gave them a call to make sure everything was ok, rather than leave it to chance. When I called I discovered that the address I had to send the information to was in Nebraska (At least I think thats where it had to to) and not the address I had sent it to, you know, from the packet that had no specific address listed to mail the requested information to?
So I had to get them this information and then make my first payment at a local branch, since by that time there would not be enough time to even mail in a payment. After this I figured everything would be fine, however after a few weeks I received a sternly worded letter saying that I had not sent in some form or some such, a form that after checking my original paperwork, was never requested. I suppose Bank of the West expects me to be some sort of mind reader? Were that the case, I would have used my supernatural powers of premonition to get a car loan somewhere else.

Bank of The West needs to review their «Cisco customer service line»
What a joke. The Gold line collections department continually calls our home but you cannot return the call. Their mailboxes are full… have been for the past 30 days… including the operator. I suggest they call their own customer service number for the Gold line and see what I mean. By the way… why does BOTW allow Cisco to identify themselves on their outbound message? Odd and a bit confusing. Sloppy.
They continually call my home over and over Monday — Sunday 8:00 am or 8:00pm even after the banking issue was resolved. We have even contacted the SF branch who apologizes, but nothing ever happens. We went into our local branch… no resolution. What is a customer supposed to do?
Why anyone would bother to put up with this nonsense is beyond me.

Daniel Custer. In short he is the man. The man to go to for a home loan, professionalism, and expediency.
He kept his word, every deadline, and was able to process our loan and close us in ¼ of the time it took Chase.
Due to his care of our loan, we have since closed out our Chase accounts and moved them to Bank of the West.
He is your go to guy for amazing excellent service!

Total waste of time.
I’m a customer. I want to arrange six-​figure financing. I want (ed) to do business with Bank of the West.
First attempt: contact using web form.
Result: no response
Second attempt: call 888 number
Result: get forwarded to the wrong person. he gives me the direct line of the ‘right’ person. that number leads to a residential line where a kid answers.
Third attempt: call 888 number
Result: call is routed to a residential answering machine (???)
Fourth attempt: call 888 number
Result: routed to ‘right’ person, who does not answer. message left with human to call me. never get a call.
Why don’t you want my business Bank of the West? My company’s money is green just like everyone else’s. How am I supposed to contact you? Why don’t you return calls? Why do calls to your 888 number get routed to residences? Why does no one know who the ‘right’ person is for me to be talking to. When they do claim to know, why can’t they forward me to them?
I really, really don’t appreciate having my time wasted.

Cashed out.
No no no no no no no no no no no no.
Yes.
Such was the saga of becoming a first time home buyer.
Building litigation made a traditional mortgage impossible. Short term fix was found. But still needed a long term solution.
Daniel Custer was the one who gave me the yes.
Affable. Actionable. Accessible. He said he’d get it done and he did. Answered all my questions. Gave me confidence. Gave me hope.
Working in the banking business is one thing. Working in the hope business is another.
Home is mine. People are paid back. San Francisco/​American dream is alive and well.
Five stars for Bank Of The West and their five star general Mr. Custer.