Bank of the West
Reviews and Complaints

I called the cancel our business account. 1.19.2021 4: 03 pm with Chicago timing. After being hold for a long time a rude and not helpful bank teller answer the phone. First she said she needs the person who signed present to close the account. I asked her if she is okay I can put my husband on the phone. She acted like she is giving me a favor and said she can only wait for 2 minutes. I contact with my husband and after all she said since I am on the phone she cant talk with him. She can make that comment in the beginning instead of wasting everyone's time. She gave an impression of not willing to help. Are you deducting bonus point or what if your teller cancel someones' accunt? Her tone was not right and her attitude was not right. I want you to know about it.. Cant recall the name something like janice
Fraze & Company LLC is the name of the company

I have had a motorhome loan with Bank of the West for several years that was paid by electronic bill pay. The loan was paid off on November 30, 2020. I forgot to cancel the the electronic payment and it was received by Bank of the West on December 7, 2020. I called them immediately. Since then I have talked to them several times. I have been told it had been sent back to my credit union electronically, one time I was told it would be refunded by cashier check. Last week I was told it had been sent thru ACH and would be in my credit union account on January 5 or January 6. As of today, I have not received my $1500. I have asked several times to speak with someone in authority and told that would not be posssible.

YOUR COSTUMER IS INVOLVED IN FRAUD HOW DO YOU HANDLE SUCH SITUATIONS? You're useless in communicating!

My wife and I make $175, 000 a year. Been with the same bank for over 20 years. Now bank of the west. Our home has been appraised at $1, 075, 000.
We are livid with the lack of communication and process. Asking us to jump from one hoop to another and we did... Now they are asking for 2.

A deed of trust to secure an original indebtedness of $650, 000.00 recorded 08/08/2007 as document

Number [protected] of official records.

Dated: 07/12/2007

Trustor: melissa s. Morris and kevin a morris, wife and

Husband as joint tenants

Trustee: fidelity national title - joel

Beneficiary: mortgage electronic registration systems, inc.

Solely as a nominee for

Lender: american mortgage specialists, inc.

To whom it may concern,
This is a formal complaint for your loan processing department. My office has been incorporated for 75 years and the officers in my office have been working here for thirty years plus and never in those years have we ever dealt with a department that has no idea what they are doing and consistently give the run around to us as an escrow office and my client as well.

The clients name is San Juana Lujano and Luciana Lujano. They are sellers on a property located at 7560 Woodman Place #130, Van Nuys CA. We sent in our request for a conditional loan release on 11/15/19 and when we called to follow up on it they told us to re-send it to two separate fax numbers. They were resent on 11/22/19 at 9:53 am PST and 10:43 PST. After these request were sent we attempted to rush this and spoke to a supervisor EVERYDAY and they told us we should have it no later than 12/02/19, which at this point is STILL a large amount of time.

We called on 12/03/19 at 9:15am PST and were told that it was sent to the wrong department by Kate (who would not provide me with her last name, but claims she is a supervisor in that department). After calling everyday and being told we would receive the document, I am unaware as to why no one would make us aware of this in the many attempts to follow up. The client is now stating that they are wanting to cancel the file and file legal action against your company for the lack of attention to the matter. The client also called directly and they told her that there was no such thing as a conditional loan release. So now the client is getting false information as well.

This complaint is to formally advise to you how unprofessional and untrained your loan processing department is. I have dealt with over hundreds of loan servicing departments and none of them have I will in turn also be filing a complaint with the Better Business Bureau.

Bank of the West has the absolute WORST customer service. 6 years to get an address change. Refused a deposit for 250.00 as it said two fifty and no instead of two hundred and fifty and no, then charged me a late fee. Now, they have suddenly stopped waiving my 5.00 a month on the savings account I have had to have for 7 years because I have Good Sam loan with them. It was set up to waive with an electronic deposit. I make 2 electronic deposits a month. Their whole front page ad is fee waived with any deposit anytime. Still, they charge me 5.00 a month. What a bunch of scam artists!

Never fails everytime I go to the branch on brookhurst to wire money, there's only one teller working and its always the wrong person. They can't approve or sign the paperwork cause they are either at lunch, not in for the day, or the system is down or sometihng. More excuses then the length of my arm huge frustrating and the branch manager acts like "oh well". They might as well close all the branchs and just do online banking. Don't even know why they have branches. I'll be looking for another bank to use. Reading other comments, it seems like the bank as a whole has no desire to fix their problems.

id like to report a person doing fraud and trying to cash fraudelent check on your system the indivdual is using the name issac moran and issac moran sr. he lives in atwater so can u investigate and let the credit berau know this guy is a monster he is from atwater dcaliforniaand lives on grove ave
Current Address
Map 1873 Grove Ave
Atwater, CA [protected]

Phone Numbers
[protected] - Wireless

[protected] - LandLine/Services

[protected] - Wireless

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Bank of the West is the worst Company I have ever dealt with. They have taken hundreds of deposits from my boyfriend's employers into my account, but today when we are in a desperate situation after my boyfriend was in a horrible motorcycle accident on Saturday, they refused to deposit his check when he had already left to another state to recover for a couple of months with his family in Nebraska because I work and can not take care of him. I spoke to Ty in the Executive offices and while she was nice, she did not know policy and referred me to the Regional Manager. The Regional Manager refused to deposit the check as well even though they have done this a hundred times and kept saying she understood and I know it's frustrating. Really? She does not understand, what it is like to be without a dime. How can a Company without any warning do something like this and be so uncaring about it as well? The Regional Manager ended with this is not negotiable and we would be happy to mail the check back to you. Well, he is in another state now. So, mailing it to me, then me mailing it to him would take awhile. What kind of a heartless Company could do this to a family when all these other times they had no issue with it? They couldn't deposit this one check to help my family out of this situation and say we will not be able to do it again now that you know? I called back to speak with Ty to see if she could override this Regional Manager as they just told me this "policy" today, but she has not returned my call. If we would have known this "policy", we would have cashed it before he left. Stay away from this bank! Horrible, horrible uncaring people here. You should be ashamed.

On 6/11/19 I called to dispute a charge on my account. After staying on hold to speak with someone for 20 minutes finally went thru. The service was in and out on bank of the west's end. The lady could barley hear me. Transferred me elsewhere, spoke to Melissa Brown about disputing a charge. Have done so in the past, no issues with rep or with my account. She made this huge ordeal of my request, needing to close my card out and request a new one with a $25.00 charge. I requested to speak with a supervisor if she is unable to put in my request. She said she can do so, put me on hold for an additional 20/30 minutes. Then stated she was unable to put me with the supervisor and hung up the phone on me. I had to re call the customer service number and start the process from the beginning.
On another note, she closed down my card without permission. I had to contact so many people to keep my card from closing. An hr and a half later, I finally got my request.
Thank you for wasting my time and energy BOTW Customer Service you really know how to inconvenience your customer base.

I filed a complaint to Consumer Protection Unit in County of Santa Clara about the return check issue. But Bank of the West provided false statements in the reply. "On March 5, 2019, Mr. Cheung spoke with Tina Martinez, Regional Manager/Senior Vice President, regarding the returned item and his interactions with the branch personnel. Ms. Martinez also advised Mr. Cheung that the Bank would not refund the returned item to his account." However, I never discussed "return item" with Tina Martinez.in the letter, Bank of the West wrote "If Mr. Cheung should have any other questions or concerns, please have him contact Ms. Martinez at [protected], Monday through Friday, during normal business hours." When I contacted Tina Martinez, she didn't know anything about that letter. She didn't want to discuss with me and asked someone with the phone number 650-343-2792 to call me. But that person didn't understand the situation and argued with me about that letter.

I have a few of these so buckle up.
Ill start with yesterdays experience.
I have several websites that I generate income thru and must be deposited into a bank. On short notice I needed to chanfe banks so I did to bank of west.

When I get a sale amd a customer pays via credit card. It takes a day to process then it is delivered to my bank account. I hadn't had a sale in about a week, Jan 13 I had a $30 sale. It was deposited by Jan 15th. Immediately after shopify deposits the money for some reason they then take thier fees for servicing. it is a small percentage tags do the number goes up and down
On $30 its $3 so I had $27 deposited On the 15th. I transferred it out to another bank immediately. That also takes a day using Zelle. So on my. Bank account ledger it shows a $30 dollar deposit a $3 dollar debit from shopify and then a $27 zelle debit on the 17th.
Then I had 2 sales on Jan 21 for a total of $92.
The $92 was deposited on Jan 23. At the time of my deposit, my account was only $1.20.
Jan 23rd Shopify makes the deposit. Then debits the $9 fee. I check the account around 11am and verify it was deposited. I have now about $80 in the account. I do a Zelle transfer for $30. And I will go into a branch and get the rest. I don't have an atm card because of some other crap that happened with the bank so I have to go into a branch. Yes this sucks [censored].
So about 4pm yesterday I decide to go to bank. I checked one more time just for the hell of it... to see what I still have, in case of just such an event. And low and behold. A $35 FEE.

I call the bank and I am a little heated. The first lady tried to tell me that the fee was for something from last week.
. I told her to just Get your supervisor on the phone. I wait on hold for 15minutes. Then the line goes quiet for the next 10 mins.. Not hung up. Just quiet. I hang up and I call them back. This time I get to supervisor right away. The supervisor tries to tell me that. although its not listed on my ledger that I see on website and its not listed on the automated phone system last 5 debits. But there is a mysterious $3 dollar shopify debit from the 23rd that they returned. Its just not listed for me to see anywhere.
He refused to reverse the charge. I am subsequently reporting the bank for fraud and theft. I believe that what he saw was that he looked back over transactions and saw a lot of $3 dollar Shopify debits. Thinking that was the regular fee he tried to say that they charged their fee before making the deposit. What he didn't understand is that a $3 dollar debit is only what they charge for a $30 deposit. I had $90 deposit and a $9 debit from Shopify.

Another good one ill make it quick. I a zero balance.
I ha d a deposit of $1150. I log in a 2am and verify the deposit.
Around 10am I make several small purchases online for a total of $100.
At 1130am I do Zelle transfer for $200.

I go into the bank and pull out everything. But the amount is $100 less. They somehow made the Zelle transfer before the deposit. Bounced it because I had no money. Made deposit. Took out $105 in 3 handling fee. For the Zelle and 2 online purchases. Paid the purchases with my money. And took out the 105 fee from my money as well. LoL. I had to spend another 30 minutes in the bank but they reversed charged. PHUK THESE CROOKS

Inaction on fraudulent check case. I was told there was nothing they could do and that led to more that two weeks of inaction on the case. After repaying the amount owed a call was made by the branch which is PITTSBURG CA to corporate office to get more information but it was late after the incident. I am now trying to get the amount paid by my mother returned to her if possible.

So I totally get that first checks for online accounts need to be held, but 5-7 days is far more reasonable the ten days they want me to wait. I submitted on the fourth and it won't clear until the seventeenth... What? Are you kidding me? How is anyone supposed to support themselves with a wait like that? So I end up on hold for forty five minutes. First lady keeps apologizing and doesn't offer any help. Talk to a manager and he says he'll ask the branch to lift the hold. The next morning I wake up to a voicemail from my local branch where she says 'I see you called customer service you could've just called us' and I'm immediately confused because they'd never been any help before? Anyway. I call back and she doesn't want to hear me, I get frustrated and express that this can cause me a lot of problems and doesn't the bank care about the customers? She said she was done talking and I could talk to a manager. So I go down there. No manager. Surprising. She swears she said something else and never told me what she said on my voicemail (which I saved). Talked to customer service again and got a nice lady that helped me out so I can go literally to any other bank. Totally not worth the monthly waived fee.

I noticed on wednesday 1/24/18, that I had received several fees on my account each at $35 each, resulting in my account being put in the negative $70+! I call the bank branch the moment that this happened and expressed concern. The girl I spoke to tried to tell me that one of the transactions that I was being a overdraft fee for was for an ATM withdrawal that I made... mind you I have made ATM withdraws before and were never charged a fee because the money is in my account or else I wouldn't be allowed to take out the money in the first place! Another was a gas station charge that I had not made on that day for $26. so after arguing on the phone for whole first part of my morning and making me late to work to deal with this, the phone call ended with no help what so ever.. was just told that there was nothing they could do. So! then later, just a few hours after I spoke with them, I checked my account again and noticed that there were 2 more $35 fees processing to my account making it now a total of $176, yet no new transactions were showing different from this morning! I then contacted the location again and was asking about those, I spoke with a different girl this time, and was told that one of those newer charges was for the charge that the other girl mentioned earlier that morning that I had supposedly already received a fee for! we kept going back and forth and I even got another branch involved and was still told that there was nothing that they could do and they could not remove the fees since this was not a bank error. I Borrowed a $100 from my friend and drove it down to one of the branches here in Boise, ID who I had been dealing with that day and was asking if I deposited that if the last 2 fees could be removed... they gladly took my money but the branch in Ontario, OR who holds admin rights to my account would not reverse any fees and work with me to avoid accumulating any further charges. So once paying the $100 I was still negative $76 bucks. This morning, 1/25/18, I checked it again and sure enough another charge from the same gas station who supposedly I had several transactions with over the last couple of days, charged me another $36 something. I called the BOW 1-800 # since the branch was not assisting me previously and was told that this charge was from back in NOVEMBER! This is absolutely absurd! I get paid weekly... if there were any discrepancy on ANY payment at ANY time, I feel like it should be resolved and removed from any of the other SEVERAL checks that I had received between that time. My debit card does not work if there is no money on my account... even if its only a dollar over... I know this because I have had it reject in those cases and had to alter my purchase... BOW tried to tell me differently. And now again today... because of that charge... I have yet another $35 fee just since this morning, again a few hours after speaking with them. I have been with this bank since like [protected]. I have never experienced this before and I find it unbelievable that they can overdraft a persons account over $200, which also causes bills to be returned because the money that was in my account was taken by all these Bulls*t fees and transactions.in just less than 3 days I have managed to receive 6 fees in the amount of $35 dollars each, a returned bill which now costs me more as well, and a short paycheck which causes me to be short on my car payment that's due this coming week! I will be closing my account with the bank and Will never recommend it to anyone! I bust my [censor] to earn my paychecks every week because I live alone and do and pay for everything myself... to have this kind of penalty with no understanding of my health situations and finances, even though I walked in there with cash to try and straighten the situation out... I got nothing! I did not appreciate the run-a-round information as to what the fees were for and I certainly did not appreciate the lack of understanding and sympathy for my situation. If there were a transaction that hit when there were no funds, I gladly take accountability and do not try to fight the charges... but this? this I repeatedly explained that on those dates listed I had not made those purchases and I was still told this was not a bank error and that there is nothing they could do... They wouldn't process the fraudulent charge request that I put in nor turn off my card. I do not feel that it is right to have that kind of control over the money that I and I alone work so hard to earn... and it certainly should be illegal for gas stations or any kind of business to pull such ridiculous stunts! When I make a purchase and pay with my debit card I expect my payment to be made when I make it and not several weeks or months later... I understand banks aren't open on the weekends, but a charge from NOVEMBER? I cant even believe I was given that response... I do not have a credit card, Just my debit card and the only time my card is not ran as a debit is when I am fueling at a gas pump! there should be no reason that ANYTHING like this ever happens. I have taken extra measures in insuring that I don't over spend my account, and there are times automatic bills hit or I ask for one to go through for a bill but again I dont fight those... I am accepting of the charges that I am accountable for and aware of for one thing! I certainly hope that other customers aren't being treated this way...

This is beyond unfair how bank of the west lies every time I call. I never thought this bank was going to be such a nightmare, when you first open the account they make it sound soo easy and you know what it is but they do not give their word at all. I call them to get my account started they said to visit a branch OK so I looked up my closes branch and noticed the hours were a huged problem for me so I call the bank they offer online banking which I didn't believe it at first but I gave it a try because is 24/7 so they had me make a deposit I right away did it the check took 1 day to clear the same day the deposit was made I called them to make the aware of the deposit so my part was done they say to me that they had already requested my card I should received 7 to 10 business days I asked if they can do expedite the card I mentioned I was willing to pay for the shipping fee so they said do not worry is on us for being first time banking with us. For me everything was great so 3 days nothing I called to check to the news that they didn't even ship the card, are you kidding me! I was so upset because nothing the guy said to me was done well I had her make sure to please ship me the card expedite and once again I pay for the shipping I mentioned to her this is an urgent request I have a son I am counting on my card to be able to get cash or use my debit car I need food, I need gas and to pay bills. She said don't worry I will be getting it in no time. I do not know why in the world I beloved them again, worse mistake ever. To this day I still have not receive my debit card more than 2 weeks. Last week I called to talked to a supervisor maybe they can help but guess what the person had no customers skills he was rude didn't even hear me out and he hung up on me, who does that?! If you are a professional business get professional employees to work for you and take good care of the customers in another hand if you have workers like the "supervisor" you will most likely run out of business soon. This bank has false advertisement, I will make sure to spread out the word so people know what to expect once they trick us to enroll with them and once they accomplished the new accounts with our money in their possession that is it meaning you have being robbed by Bank of the West.

My wife closed her checking account when we got married and forgot to switch over a few of her automatic payments to her new bank account. BOW re-opened her account without notification or authorization and obviously went negative by processing the charges. Now we're paying a bunch of money in overdraft fees and it's not fair. The payments shouldn't have gone through because the account was CLOSED and the companies could have contacted us directly for another form of payment.