# embedding_metadata

key: chroma:document
string_value:
I’m a 37 year military and Government employee, I made an allotment from my government 401 (TSP) to USAA savings and made the mistake of using my member I.D number instead of my account number. Come to find out my member ID is the same number of an Air Force ladies account number. USAA never matched the name, social or DOB on the transfer. I notified USAA on what happened and it’s been almost 2 months of trying to get the money returned. First your member ID should never ever be the same as another person’s account number, second my other information I.E, social, DOB, address should’ve been matched and was not.


key: chroma:document
string_value:
I’ve been a member with USAA for over 10 years. Customer service has definitely changed over the most recent years. I’ve had fraud on my account and USAA calls it legitimate. I recently deposited payroll checks under $5,000 and USAA has placed a 7 day hold on the check. This is ridiculous. I have to get a loan just to pay bills! I’m definitely looking for a new bank!


key: chroma:document
string_value:
Our son had hydroplaned his vehicle and was a total loss. USAA seemed responsive and helpful initially. However, in the days proceeding that was not the case. We never spoke to our assigned claims adjuster. Instead we spoke to several other representatives that lacked quality training and information. The inadequacies and inconsistencies were continued through every call. The quality of service was poor and I was yelled at several times and given the runaround. I was promised the funds would be there and day after day there was no deposit.


key: chroma:document
string_value:
Been with USAA for 15 years. I have auto and credit cards with them. Been great up until I decided to bank with them. Opening an account with them was easy. Making my first deposit was not. I get paid bi-weekly so my direct deposit isn't going to take effect till like 3 weeks after I open an account. So I had a paper check from my job. I made a mobile deposit. Bit mistake. They put a hold on my money that I needed to live on and pay Bills for 7 days. I called and chatted repeatedl, "Can you release some of the money so I can get by?" They said, "No it is in the agreement" which I didn't know about because no one talked to me about it. Set up all online; no person interaction. No matter how much I called they said cannot help til the hold is off after the 7 days. In the mean time Bills goes unpaid and I have to borrow money just to get what little food I need to get by.


key: chroma:document
string_value:
I'm not one to post reviews, but I felt this was necessary... A few weeks ago, I learned about USAA Insurance and Banking, since I was looking to lower my premium, and interested in debt consolidation, I decided to reach out. First it was seamless, I moved my auto insurance from Geico to them, I refinanced my Auto Loan, and requested a personal loan to consolidate my credit card bills.


key: chroma:document
string_value:
I have been with USAAFSB for a very long time. I started with USAA insurance over 50 years ago and have been with the Bank for probably about the same length. Last spring the Bank totally screwed up my automatic payment for my car insurance that had been paid from my USAAFSB account for many years by first listing, without my knowledge or consent, my wife's Bank of America account, as a recipient of money from my account. My wife has absolutely nothing to do with my account. She has her own totally separate USAA insurance account as the result of a prior marriage. Neither of us has anything to do with the others account. It took me many phone calls to get that resolved. Poor customer service. I don't think some of their people are very well trained. 


key: chroma:document
string_value:
The worst customer service representatives ever, people just transfer you around and never help, the screw you out of NSF fees by not allowing hinges to come through at the right time, they don't help you if you have a claim. They don't pay you even when they have your title and car, and when they do they screw you out of at least 5000. Still on hold as I type this, no help. I am switching today. Don't waste your time or money. You will regret it.


key: chroma:document
string_value:
I was recently locked out of my accounts until I had answered a series of highly personal and offensive questions concerning my finances. No explanation given, and attempts to get one were not successful. After over 40 years with the organization, I will close my accounts. No other bank has treated me in such a disrespectful manner, and I see no reason to keep supporting this one.


key: chroma:document
string_value:
For more than 20 years my VA compensation was deposited via auto deposit in a USAA money market checking account; with the sale of these mutual funds to Victory Capital (VC) doesn't not accept auto deposits. On a 6 Nov USAA press release "members do not to take any action on their accounts", however, my last VA allotment was accepted 31 May 2019. Allotment thereafter was returned to the VA, without alerting me. I did not discover this issue until the end of September, so I've missed 4 months payments. Neither USAA nor VC contacted me. Since then my VA account has been suspended and I am trying to work though VA's process to get my benefits restarted. All VC/USAA had to do was contact me, they didn't! I even wrote a letter to MBRS ADVOCATE at USAA, did receive a phone call, all I got was a "sorry" and VC will contact you, they haven't. Still awaiting VA to restart my payments, and reimburse me for missed payments.


key: chroma:document
string_value:
I used my USAA credit card's cash advance feature to borrow money for one week while a lost check made its way to our checking account. I paid the exact amount back a week later and expected to see an interest rate charge for the 7 days that I used the cash advance. Later, I found out that my payment went towards the prior month's bill and saw that my monthly debit in full was indeed reduced by that amount. Note - I pay off my credit cards in full each month. 


key: chroma:document
string_value:
USAA has been downright awful to my family recently. As a customer with outstanding 100% on time payment history, with 6 different products over the 14 years I have been with them, they Reduced my wife's credit card limit without specific reason by more than 60% which caused great harm to our financial borrowing rating, with no changes in credit history or habits on our part. They increased our homeowner's insurance by almost double. We have never filed a claim or had a problem with our home. And after 14 years of banking they are placing holds on checks that used to clear without problem. 


key: chroma:document
string_value:
I rarely write reviews unless something is stellar or absolutely horrible. In this case, USAA's Banking is complete garbage. I've been with the company for over 9 years. Their insurance is stellar and anything I've needed on that end has been fantastic. USAA falls completely flat on the banking end. I had a card stolen and used which cleaned out my account.


key: chroma:document
string_value:
Recently I sold a car and deposited the buyers check via mobile deposit. I called the day prior and asked if a hold would be place on the check and they said only a small portion would. When I deposited the check the entire check was held for 10 days. Now I can not pay off the loan immediately like I told the buyer. I was about to leave the country and wanted to get this taken care of quickly. I called USAA to ask if they could take off the hold and put the funds towards the car loan and they said no. If this was any other bank they would have worked something out. Also I had no other options because they don't have physical banks so I couldn't just walk in with the buyer and pay of the loan in cash. I am closing my accounts and will never work with them again. They are way too inconvenient.


key: chroma:document
string_value:
Our refinance was supposed to close on the 26th of September, but it took them 2 weeks to get an appraisal on our home! It cost us an extra monthly mortgage payment and other payments as well! Everything we were supposed to send was sent on time, but waiting on their end was very irritating! I was told they were just too busy!


key: chroma:document
string_value:
I'm a retired Navy Captain and a USAA member for over 31 years. As we say here in Montana, I have always "rode for the brand" when talking up USAA. But the last several years the company seems to be set on self-imploding with the subcontracting and selling off of its services and products. USAA Bank's (Feb 2019) recent fine of $15.5 million dollars for "unfair acts and practices" in its banking division has earned it a two star rating by various national consumer groups. In its Insurance divisions, USAA no longer carries Recreational Vehicle(RV) or Watercraft(boats) insurance (subcontracted to Progressive Insurance). 


key: chroma:document
string_value:
Was trying to figure out why I was removed from one of my joint accounts as I needed to put some money in it. Was chatting online with “Deanna **” and I couldn’t believe how rude she was. She kept telling me contradicting info as to why I couldn’t access the account and she got very upset after we went in a couple circles. It was unprofessional, I finally asked if she actually worked for USAA or if this was some sort of outsourced customer service company. She snapped back again then sent 4 or 5 messages about contacting a manager unless I wanted to “keep going around the same ground on this fine Saturday afternoon.” I just left the chat with my question unanswered. Seems like hit or miss with their service reps. She even threw USAA under the bus at one point saying USAA does this and leaves people like herself on the front lines to deal with it.


key: chroma:document
string_value:
I was a USAA customer for 18 years, never had an issue with them, used them for insurance, checking. Out of nowhere they just shut down my checking account, no reason, no explanation, nothing... One representative told me they detected "business activity" another one told me "due to the agreement they aren't required to provide explanation".... So I'm not exactly sure the reason, but that was my primary spending account, and didn't even realize they closed it until I needed gas and my card didn't work so I'm stranded with no gas no card, luckily I was able to make it home on fumes and grab some cash I have laying around. But I'm still SOL until they send me my money. So while they were good for a while I gotta say at this point they get a big ** USAA.


key: chroma:document
string_value:
I have been a member of USAA for 13 years. My son and daughter were each set up with student checking accounts, promised to move over to regular checking automatically when they turned 18. My daughter is 21, never uses her account, and has $0.51 in her account, yet it is still open and active. My son is 19 and has an active account which he puts all his part-time spending money into. He started getting calls from USAA that he needed to verify his identity and provide his SS card. I adamantly told him no as I thought it was fraud and a scam. 


key: chroma:document
string_value:
Not only do I work there, but also have been a long time member prior to working there and have had nothing but bad experiences. From holding my money for no reason to rude and inconsiderate people that have no empathy and compassion since they don't have the military family experience. People that they are now hiring lack that lifestyle and don't care about the situations our members are experiencing. I've even been told by a representative, 'well, that's your fault, not mine'. Wow! I've since then switched banking to Navy Federal and still having issues with them transferring my money correctly. I hate this company and do not recommend anyone in the military or their family members to go with them. They no longer care what Integrity, and honesty stand for. Instead only to make a quick buck and hire cheap labor.


key: chroma:document
string_value:
Read online for more information about USAA PRACTICES- Fraudulent, Crooked Dealings leaving 40 yr members High and Dry on insurance claims, Depleting members' bank accounts from unconfirmed reasons and perpetrating these scams themselves that you yourself committed, freeze your accounts and collect the fraud amounts, ALL WITHOUT YOUR KNOWLEDGE AND WITHOUT GIVING YOU ANYTHING IN WRITING TO PLEAD YOUR INNOCENCE! This is highly commonplace inside this evil entity USAA, hiding itself behind its claim in supporting our freedom fighters and families. It’s happened to my family recently.


key: chroma:document
string_value:
I have been with USAA since the 70's, so a loooong time. I've always sung their praises but I'm trying to buy a house now with plenty of assets and they are making the process absolutely miserable. Stay away from them for a home loan at all costs. I've had to provide so much documentation, it is absolutely ridiculous. And this is how they treat a long-time customer. I'm a person who has never filed a claim, has always had a good credit record and they are acting like they are doing me a huge favor by thinking about lending me money for the house. Today I'm ready to pull the loan and say good-bye to the house I wanted so bad. It's not worth what they are putting me through.


key: chroma:document
string_value:
Have been banking here for over 20 years, multiple accounts, all our insurance, car loans, mortgages, etc. We had a lot of issues with USAA mortgage customer service with our last house, absolutely horrible experience but I overlooked it. I love the website and do all of my banking, bill paying, transfers, etc from USAA online banking. But, what I thought was going to be an easy request, turned into being on the phone for over 3 hours throughout the day and still not obtaining a simple car loan. I was in a hurry to obtain a loan to buy out my lease quickly. Through the website, I got approval, but the request didn't have the option of lease buy out only buying a used or new car, so going down the used car route did not generate the proper paperwork.


key: chroma:document
string_value:
I applied for a credit card that was approved immediately. Two months later the credit card was cancelled by USAA. My credit score dropped 11 points. Their reason for cancelling the card was for, "lack of identification". I sent copy of state driver's license, retired military ID and proof of residence. What hurt the most was the drop in my credit scores, 11 points! I didn't even used their credit card, zero balance at the time they closed it. I Should have read all these reviews before applying for a card with USAA.


key: chroma:document
string_value:
More than two weeks ago I was told that my son and I could get a joint account in 3 days. We are long time customers of USAA. USAA has now spent more than 2 weeks doing an ID review on my son. If they don’t want our business - tell us! Stringing us along and not keeping their end of the business deal is just wrong. My son is leaving the states next week and has no debit card thanks to USAA jerking us around so long. I called and called and called. No results. Today we walked into the local bank and had a joint checking account with a debit card on the way in a half hour. I really expected to be treated better, all my money is with this company that obviously does not value my business.


key: chroma:document
string_value:
Have had USAA for a long time. Sometimes they are helpful, but lately they have been snippy and frequently disconnect the line. Our latest problem is in collecting the most recent two months of bank statements for our savings account. They refuse to generate July’s because of the “lack of account activity,” even though there has been an interest deposit each month. NOBODY will do it, so our home loan application is at a standstill for 2+ months. Irritated is an understatement.


key: chroma:document
string_value:
USAA has been great for a lot of services, but for mortgages they are a total disaster. You can get a hold of anyone on the phone after leaving messages and they utterly ignore emails. Their escalation phone numbers that you may find reassuring on their emails and VM messages? DISCONNECTED! Seriously, I can’t warn you strong enough. Don’t bother with this. Just keep moving to find someone that will be on your squad when you go for a new loan. Everyone who is on your team during your home purchase will be frustrated by these folks. It’s not just your calls they don’t return, it's all of them. The title companies, the employers, anyone involved in the process is going to get frustrated.


key: chroma:document
string_value:
I was unemployed for several months. Finally got my first paycheck and deposited it electronically. Then USAA decided they need to verify funds and puts a hold on the deposit!?!? I tried with no avail to get the funds released early. They wouldn’t do that because my last couple of months balance average was not higher than the check amount. WELL DUH! It’s my first paycheck in a couple of months. They can verify funds for the deposit a number of way. Go through the Fed, call the bank the check is written on, etc. THANKS USAA FOR NOTHING!!!


key: chroma:document
string_value:
The online experience with USAA is a trip back in time. It's like it was too much trouble to create an online service, so, at all levels, it's just the basics. Most of the so-called services are in reality, come-ons. It's relentless. If you call to get your missing info; it will take about 15-20 mins to get to someone who has no answers not otherwise found on the website. Then it's phone tree pinball time. The people assigned to answer phones, hide behind the site and their anonymity. Why should I do business with a banker that won't tell me their name? The final insult was after just short of an hour on the phone, while trying to report suspected fraudulent use of my card, I was told they have no fraud response protocol/department/team. My only recourse was to cancel my card. Well, that's just incompetent. Like so many, just another veterans scam.


key: chroma:document
string_value:
They have great customer service and I love their attitude. I love their banking facility in San Antonio Texas. Their insurance prices cannot be beat. Their website is user-friendly and can handle any of my financial needs. I can deposit my checks online so I never have to go to an ATM or a physical bank.


key: chroma:document
string_value:
In general, I love USAA. I've been with them, using various products, for more than 25 years now. The disconnect comes in banking and investments. I asked them to remove my younger son's 529 account months ago. The rep. was more concerned about selling rental insurance and other products than in listening to me. That 529 account? It's still on my profile. I'll have to call again to get it removed. 


key: chroma:document
string_value:
USAA offers members cash back points for purchases made everyday. We appreciate the level of help and support USAA provides that has not been experienced by other online institutions. In addition, the fact that members can call in requests just simplifies transaction ease. USAA offers various incentives to its military members that other institutions and insurance agencies do not...all rolled into one transaction. This is why we have been members for over a decade! USAA has not only simplified ease of access in transacting for members, but offers greater value for remaining members that cannot be matched by other financial institutions.


key: chroma:document
string_value:
The most customer focused bank anywhere, if you are eligible as military, ex-military, or direct family member. Member owned, you are rebated for atm fees, can deposit checks and do everything online, and if you need to call customer service they answer and it works.


key: chroma:document
string_value:
I've been a customer of this bank over 30 years. I live in Puerto Rico and from here I can deposit checks, withdraw money and have up to $15.00 cash back, investment, loans, etc. Interest rate not that good but the rest of their products are excellent.


key: chroma:document
string_value:
Fantastic service, but aimed toward military personnel. Great loan servicing and auto insurance. They do have a few brick and mortar locations, but mainly near military bases. Their app is easy to use and deposit checks through. Fee rebates on ATM machines. Very friendly and excellent customer service when calling by phone.


key: chroma:document
string_value:
I recently opened a joint checking account with my fiancé because I have always had wonderful experiences with USAA in the past and was looking forward to more. But... What happened to this bank that used to be so awesome?? I often transfer funds from our Chase account to pay bills, I like the convenience of being able to do that, but WHY is MY money often put on hold for seven days?? I’m very irate today, as I NEED every dollar I transferred to cover outstanding checks. This seems so unfair. My money is MINE, therefore it should be available upon transfer just like it stated before I confirmed it. Start making your customers happy again, USAA before you start to lose them.


key: chroma:document
string_value:
My banking experience with USAA has been outstanding! No other banking institution compares (in my mind); customer service is exceptional: Their CSRs are knowledgeable, and diligent, in resolving issues/answering questions, etc.; and, because I'm on a fixed income, banking fees are non-existent! Their website/app/and fraud/security precautions are outstanding, as well; in the eight years that I've banked with USAA, negative experiences have been few and far between; even with a rare occurrence, whatever the issue, it was resolved with courtesy, consideration, and yes, even kindness; online banking with USAA is better than any brick-and-mortar financial institution that I've encountered!


key: chroma:document
string_value:
Online banking with USAA is easy. The website is easy to use once you get used to it but it does take a few times through to get the hang of modifying automatic payments. It is a matter of clicking on unidentified symbols.


key: chroma:document
string_value:
USAA has the best website and online banking is phenomenal as is their customer service. My only complaint is that they don't do business accounts so I have to have another account elsewhere and that is how I know, most other bank sites suck!


key: chroma:document
string_value:
I started to have issues with USAA as soon as I moved from Tennessee to Arizona. They blocked my card stating it was fraud when I traveled and then sent me a card without notice. A family member threw away that card before I could activate it and I also needed to change my last name due to getting married so I called in to get that fixed. The agent removed the replacement card and made me sign a bunch of paperwork to change my last name. I was told to wait 4 business days and call back - still no change on the account and when I called in an agent was able to automatically change my last name. 


key: chroma:document
string_value:
Pay bills, transfer funds, no charge for checking acct., best deal in banking. I have also savings account, IRA, investment account. Unfortunately you have to be connected to the military to belong to this bank.


key: chroma:document
string_value:
If I could give 10 stars I would. They are user friendly and professional. The friendliness of their personnel sells their bank. The products offered makes you not need another bank, or credit union. They are THE bank!


key: chroma:document
string_value:
I have been with USAA Bank for 20 years. No problems. Their security is the best. User name, password, and then a six digit code is sent to my phone. I can talk to a Real person quickly with a different code. I have also had an IRA with them since 1994.


key: chroma:document
string_value:
I think USAA is great. We not only have banking through them, but also homeowner's, life, auto, and renter's insurance through them. I personally have had my auto insurance with them for over 40 years.


key: chroma:document
string_value:
I've been with them since I was 18 and they used to be SO GOOD back then! So good! Now, they're by far the worst bank I've ever dealt with. They make Wells Fargo and Bank of America look like perfection, I'm dead serious. No bank is worse than USAA now. They'll put random holds on deposited funds and then prevent payments from happening, resulting in NSF charges and pissed off mortgage lender and HOA board. I have had enough of their nonsense with the random holds and NSF charges despite having the funds in my account. Oh, a big issue with them is they will not update the charges and payments on your bank statement daily when you look at your acct via the app. Charges won't show for days and then suddenly you overdraft?! Are you kidding me right now?


key: chroma:document
string_value:
USAA has top notch customer service where they will get the right person/dept to assist you with specific matters. They make depositing checks with my cell phone so easy! I've banked with them for over a decade and can always rely on USAA for managing my money and financing.


key: chroma:document
string_value:
I have banking with USAA over 35 years. Security concerns are a top priority with me. USAA has never failed to protect me from shady vendors, or failed transactions. I have never had to deal with over charges or inaccurate account information. I can open a car loan or another such transaction on my phone while making the transaction. Their charges are reasonable and they are always extremely courteous.


key: chroma:document
string_value:
My husband and I got a loan for a pop-up camper through USAA which was simple enough but once we went to do the walk through of the vehicle we realized the one prepared was not what we discussed. The check had already been cut with a different vin number so since we live in San Antonio we went to the main branch to find out that no one could help us in person. This is the most disappointing experience I’ve ever had at USAA. First they send you to the little cubicle to call someone in a different department then the 1st person we spoke with told us we would have to apply for a complete different loan and re-run our credit. Which wouldn’t make sense anyways because a credit report that’s been pulled is good for 90 days when everybody was the same for loan except the Vin number that was put on the check. She wasn’t willing to help us. 


key: chroma:document
string_value:
This a crazy store. You won’t believe but it’s 100% true. Back in 2015 I was hurt very bad at work, so I was placed on worker comp and started depositing check for over 2 years. Then problem with me payment for worker comp were found so they sent me a check over $17K. So I tried to deposit check (that was a big NO GO) ok after multiple call I had to give up. They would not raise deposit limit on mobile banking app (Hello you are a Bank correct?) so I was forced to go to the bank the check was drawn on. I had to account they close after I pulled money out. Crazy right. Go to another bank.


key: chroma:document
string_value:
I submitted DD214 member 1, member 4, copy of expired active duty ID card, current VA healthcare ID, promotion warrant from while I was IRR. None of this is considered acceptable proof of my military service so I can't join.


key: chroma:document
string_value:
Recently had a check bounce, was a few dollar short in checking. I knew I had my savings linked to my checking account and there was plenty to cover the cost. I then get an overdraft fee also a fee from the company who tried to cash it. So I called and they denied my accounts were linked. They have just lost a 10-year customer. I would not recommend!


key: chroma:document
string_value:
They take advantage of veterans by putting you on hold for extended periods of time. Half explain processes then blame you for the issue, and have a serious lack of customer service. Go with your local bank because these guys are just out for your money. I have also dealt with their insurance side and they denied a claim after a F0 Tornado hit our home causing 30k in damage. They stated it wasn't that much damage. Had to push it with an attorney.


key: chroma:document
string_value:
I have been a customer of USAA for a year and a half. I am getting married on July 20th of 2019. Today is the ninth. I deposited my birthday checks into USAA and they put a SEVEN day hold on them! I needed this money to pay off the ring for my new wife and called and explained this to them and they were TOTALLY unwilling to help me given the circumstances. I have NEVER done anything dishonest to USAA or given them a reason for this hold. I can understand 24 or even 48 hours but seven days on $800???? They have completely ruined my wedding and I will never forgive them for this.


key: chroma:document
string_value:
I sent a payment to my mortgage account, that is owned by a different bank, through USAA electronic bill payment program online. The money cleared from my USAA checking account on time but never made it to the other bank. That was a big chunk out of my paycheck and set me back that month considerably cause I had to make another payment in person to the other bank so I wouldn't be late. 


key: chroma:document
string_value:
We have had a bank account with USAA for many years and have been happy until today. We have multiple accounts with a significant amount of money in those accounts. I work for a company that does not offer direct deposit and have worked there for over 6 months submitting my payroll check weekly via mobile deposit with no problems. Today they put a hold on some of the funds for a week. My husband recently took a new position and his direct deposit has not been completely processed so I deposited his check through mobile deposit and USAA put the entire check on hold for a week. I called because I thought maybe it was a fluke in their system but they told me that they although they did not know why this happened, that they could not release the funds. They said that it might be because my husband's job is new but I was like well how do you explain the hold on my check? No answer.


key: chroma:document
string_value:
I have banked with USAA for 25 years. Unfortunately, their banking services are now 100% automated with no ability for customer service of just about anything. The phone support is just for them to tell you why they can't help you. They also don't really care how long you have been a member because there is nothing they can do according to them. VERY DISAPPOINTED!


key: chroma:document
string_value:
I have been with USAA for about 17 years and I started getting away from them last year because something changed (Management or something). This here tonight took the cake. They would not let me pay my wife's credit card account from my personal checking account because SHE has no signature authority on MY account that I was trying to use to pay her account. This is after she gave them permission to let me pay it. We went through all the authentication on the phone and it came down to quoting federal law that only relates to corporate and foreign accounts to punish a husband trying to take care of his legally married wife. Mark you I am the military sponsor... Every other card my wife owns I pay by via web, phone app, phone call or at Walmart from that same account that is only in my name; EXCEPT USAA card.


key: chroma:document
string_value:
USAA thinks nothing of their customers. Amazingly oh, their ATMs never work on a consistent basis. It's really amazing how terribly inconvenient this makes USAA. And the idea I thought behind ATMs was to be convenient? Time after time they do not work on a regular basis which makes you have to go all the way back and do your business the next day at the bank itself. It's truly unbelievable!


key: chroma:document
string_value:
USAA proved the best customer service in the industry when it comes to property and casualty insurance. The USAA Bank is ridiculous. When dealing with member "service" representatives from the bank, I am reminded of the scene from the Star Wars saga where Jedi master Yoda instructs Luke, "There is no try. There is only do, or not do." I tried very hard over a period of several day to resolve issues with my credit card account. All I heard from the member "service" representatives was reasons they could not handle my very simple request.


key: chroma:document
string_value:
I loved USAA. I have been a member for 25 years. I trust them with all my banking, credit cards, auto insurance, home insurance, and life insurance. That's why I'm taking the time to write this review. They let me down, big time. They instituted a national signature card review. The short story is that my daughter's account was separated from my husband and I's account, after we were expressly told that her account would not be separated from our account. After several calls with different customer service reps (could never get the same person twice, had to start over with the situation each time), we sent in a signature card that had the effect of allowing our daughter to see our account but we couldn't see her account. It was truly amazing to call back repeatedly and get terrible customer service. 


key: chroma:document
string_value:
I have just read multiple complaints similar to my complaint about USAA. It amazes me, that this company is still in business. Both of my parents now retired from the military, have banked with USAA for over 10 years. My parents opened an account for me when I was 17 and I’ve had it since then. I am now in college, so I’ve been a member for a few years now and never had any real problems. On Jun 9, 2019 I was contacted by USAA about suspicious activities/transactions being conducted on my account ($2500 check deposited into my checking, a $2500 check deposited into my savings, a $2500 USAA transfer into my checking and then four debit card transactions around Metro Atlanta). I told USAA that I had not made those transactions, being that I was in another city three hours away. They told me that they would put my account on hold and look into it and not to worry.


key: chroma:document
string_value:
I deposited $3990 into the USAA atm machine right after selling my motorcycle and the atm only gave me credit for $3390. I immediately called to dispute the transaction and was told sometimes with brand new bills the machine does not recognize all the bills and they reimbursed me the $600 difference. Then a month later they took it back, said they couldn’t locate the missing bills, wouldn’t explain to me how they went about recounting the money to see there was a discrepancy and basically told me to get bent. I would not ever recommend depositing ANY money into a USAA machine after this event. BEWARE!!!


key: chroma:document
string_value:
USAA denied our homeowner's insurance claim because according to them as best as I can understand, because I changed our deductible before we had a bad event happen. I had no possible way of knowing what was going to happen after changing our deductible. I appealed and the same adjuster who denied the claim the first time also denied my appeal. I kept pleading with USAA as I didn't know what was going to happen and I had no bad intent. The adjuster's supervisor responded online that his decision will stand. 


key: chroma:document
string_value:
I’ve been with USAA quite a few years with my checking and savings. Have used them in the past for automobile purchases. Just yesterday I applied for an automobile loan and was sent a loan estimate that had my amount, interest rate and monthly payment. It fit my budget so I’m all in now right? I hit the green button to finalize loan and guess what...BANG!! THE BIG SURPRISE!! Interest rate was doubled. Now I have a hard hit on my credit, dealership is calling for me to come pick up the car as we agreed. 


key: chroma:document
string_value:
Another horrible banking customer no service experience. After nearly 3 decades of membership I have had it. Moved to Costco for mortgage and auto loan. Will take auto insurance to Costco too, and move savings and checking to local credit union. Tried to figure out why my SS deposit suddenly has label underneath it that it is "pending direct deposit". I saw this label last month too, but after 5 clerks and 3 supervisors and nearly 1.5 hours on the phone, I gave up trying to get an answer.


key: chroma:document
string_value:
I have had several auto loans with USAA. Always been great until June 2019 declined. They could not verify my identity. Really? Just got 75,000 Dec. 2018 for new truck. All you get when you call now is ** females with a profiling attitude. Every time I call USAA that's who answers the phone and you never a positive solution. It's like they have a second agenda. No I am not racist though it could sound that way but just call USAA and see if I am right. I’m leaving USAA and going to Navy Federal Credit Union. Bye bye USAA.


key: chroma:document
string_value:
Since April, I have been trying to open a checking account with USAA. I did all of the preliminary work to become a member (I sent in my driver's license and proof of military service) and quickly started my membership. Once becoming a member, I wanted to open a checking account. When I tried to open one, the website said that I was ineligible because my military service could not be verified. I called them, and the representative that I talked to put in a front door request for my verification, and said to wait 2-3 business days. 


key: chroma:document
string_value:
It saddens me to have to write a poor review of USAA Banking. We have been members for many years and always felt valued until the last year or so when we began to experience degradation of service. Beginning in August 2018, we had an issue that could never be resolved. More than that, we could never reach anyone in their escalation office who would speak to us. 


key: chroma:document
string_value:
USAA froze all of my accounts because they said a check I deposited over two weeks ago looks suspicious. They said the check did not return and they are still waiting to see two weeks later to see if it will. What is especially frustrating is that they initially told me the hold would be released within 3 days. Meanwhile they've frozen my savings accounts and checking account including my recent direct deposit from my job. Furthermore, it now commonly takes upwards of 15 minutes to get an associate on the phone. USAA has all of the headaches of a bigger bank but with none of the conveniences such as abundant ATMs or branch offices to visit when dealing with issues such as mine.


key: chroma:document
string_value:
I banked with USAA for 3 years without too many issues. Come to find out that was because I was giving them a steady cash flow. Had some unlucky turn of events on top of going through a divorce. So my daily account balance started to decline. Since that happened they started putting holds on my checks for 2 weeks causing my auto withdraws to not clear, then charging me ISF fees. I call to see why this is happening. They tell me it's happening because I don't have a lot of money in my account. So when life gets tough USAA makes it infinitely harder. So all in all just another predatory banking system that gets to use your money freely how they want but will not give you access when you need it.


key: chroma:document
string_value:
The associate sounded very immature and I heard commotion in the background. I have been a member for almost 15 years now and got denied in less than 30 seconds. The associate seemed relieved to be done with her job. She gave no other options. ** USAA.


key: chroma:document
string_value:
I have been a USAA member in good standing for about 8 years. A month ago I deposited two money orders and the amounts were put on hold. There is no local branch office, so I could not do anything about it. I called them to find out why my amounts were held when previously my deposits have always been fully and immediately available. They had no answer. I waited a month and needed to deposit more money, so I called to find out why that had happened and what was going on. Crickets. I got some fancy e-mail saying their office is investigating, but I never have received an explanation. Previously I was able to cover any kind of issue or overdraft or whatever same day with a money order deposit from their app. Now I can't deposit anything without a week long hold.


key: chroma:document
string_value:
All three of my children have bank accounts with USAA and I have credit cards with them. Used to have car insurance but their prices just finally became way too high so I switched out. Youngest daughter opened up a savings account. They sent a form saying must have a W-9 signed. I uploaded it, faxed it, mailed it and called at least three times as kept getting letter saying it wasn't done. Rep told me the document was in hand and all was in good order on their side and that they would stop mailings. Well they did stop the mailings and then started tax withholding on account also.


key: chroma:document
string_value:
USAA is a great company in general in light of the fact that it deals with the military, and has a lot to offer as far as a variety of services. Mortgages, on the other hand, are relatively new, and since they deal with the VA, it adds another layer of communication necessities. Sometimes it is hard for the right to know what the left is doing, and because of that, the customer, is left out in the cold as far as what is going on. As they continue to work with these mortgages, I am confident they will do better.


key: chroma:document
string_value:
Was notified on a Monday that there was "suspicious activity" on our account and froze both accounts so neither my husband or I could access any of them. Called and was told within 24 hours it would be released after we verified. That Friday they were still frozen, and was told Monday it would be unlocked. Monday comes and goes with yet another phone call and was told it would be Wednesday or Thursday. We can't close our accounts because they are locked. As soon as they are released you can bet we are taking our accounts and insurance coverage somewhere else. What a joke USAA is!!


key: chroma:document
string_value:
I have been a member for 30 years. No longer, I will be ending my association with USAA. I was sent notification to upload documents for my daughter’s youth spending account. These documents included a driver's license and social security card. The day I received the notification the documents were uploaded and the website stated successfully received under review. Over 20 days later her account was closed for not providing the requested documents. I contacted USAA to find out what was going on. NO ONE could tell me where the documents I uploaded were and I was told a “security department” could view them.


key: chroma:document
string_value:
What happened to USAA? I have been a member for over 10 years and have had nothing but positive experiences until recently, which seems to be a new trend as I'm seeing on this site! I have recommended USAA to everyone! As a struggling college student, then a struggling young adult, they had ALWAYS helped me to work through any issues. My checking account has always been used for direct deposit from my jobs over the years.


key: chroma:document
string_value:
USAA is a horrible company to do business with. I have been with this company for about 30+ years and it appears to be time to withdraw all my investments and go with another financial services company for all of my needs because their level of service just keeps dropping and dropping and dropping. I have noticed this over the past 2 decades. Their service started to go down when they opened their member enrollment to military non-officers, and it just keeps getting worse, and worse, and worse. It appears to me that they are now all and only about turning a profit, rather than assisting their members with their financial needs. I used to recommend USAA to all my family and friends but my advice is to now go with another company, or companies.


key: chroma:document
string_value:
I made two mobile deposits today in the amount of $1799 total. One deposit was for $299. The other was for $1500. They released $500 total and kept the remaining $1299 on hold until 5/16/2019. I called to see if they would release all of the funds as there are things that will draft against these funds and was transferred to a senior representative charged with addressing these requests.


key: chroma:document
string_value:
Member since 1993. Grateful for the many years of superb customer service, but seems USAA’s tremendous growth has forced them to outsource. Now it feels like a below average bank. To make matters worse, rates are not as competitive as they used to be; could not match GEICO by a whopping $1,000!


key: chroma:document
string_value:
This is about the loaning department and does not reflect the people, rather the service they provide. Do not take this when considering their other services. They say personal info is taken into account of other situations when it comes to unsecured loans but that is not true. They really only use machines that automatically checks the numbers and keywords and that's it. And if you need money that bad pull an AER loan, trust me you want 0% interest. I know many young service members join but if you are young or have bad credit and would like to finance for a car or anything tough luck. You'll have to wait at least 6 months or whatever it takes to have a decent score of 660 or higher. They also are bad when it comes to financing with credit. They report whenever the machines feels like reporting. So your credit score can drop by not being updated and can update mid month. 


key: chroma:document
string_value:
I attempted to have a portion of my payroll distributed to my USAA account. I entered my member number instead of my checking or savings number. And from that mistake, my funds are seemingly lost...even though my member number is connected to my account? How is that right? They contacted me to tell me they conducted an investigation and that my funds have been deposited into an account but they cannot retrieve said funds. And to contact my employer because there is nothing they can do on their end. Absolutely the worst financial institution I've ever dealt with. Never again. Despicable.


key: chroma:document
string_value:
I have been a USAA member for many years (over 50) mostly for insurance (car, boat and home) and have observed a steady decline in service. Recently I have had to deal with the investments group. My recently deceased son signed on with USAA several years ago and made investments with them. As I have tried to settle his estate I have had to deal with the investments group. What a nightmare this has been! Picture dealing with the worst, most inefficient government bureaucracy imaginable. Every time I try to talk to this group I get transferred several times and then they don't follow through on my request. I must call back several times to complete simple transactions and of course you never get to talk to the same agent so I must go through the story again and again. It is not only annoying but also an emotional strain.


key: chroma:document
string_value:
On Wednesday I deposited 2 paychecks into my account via mobile deposit. I had a payment scheduled to come out of the same account the following day. USAA put a hold on most of the funds and hit me with an nsf fee for $29. I called to complain and find out why my paychecks had been put on hold. No reasonable explanation other than my account balance was lower than the amount of the checks and the funds would be on hold for a week. A WEEK!!! In this day and age, NOTHING should take a week to verify! I could understand if the checks were personal in nature, but I have been depositing checks from this company for a while now. Unacceptable. I am switching to Navy Federal and see if they treat their customers better.


key: chroma:document
string_value:
The other departments at USAA have been good (in my experience) but the Dispute dept and CEO office are horrible. They lie to you, they don't send notices like they should (which is part of why they got fined 12 million dollars) and they still haven't done anything to fix it. I get an email in Jan that says I'll be getting a restitution payment "in the coming months", here it is the end of April and NOTHING. They've even had the audacity to tell me over the phone they've paid other members but not me. It's laughable how horrible USAA has gotten. Even the CEO office doesn't respond when it says they will. They are liars and thieves, like most banks, but there are better banks out there. Check out Navy Federal, they have WAY better reviews! I'm switching also. :)


key: chroma:document
string_value:
Rec'd a letter dated January 3rd concerning a restitution check of $181.59 being sent to me. Well, today will make 111 days with no check in sight. In fact, Dewey, Cheatham & Howe (or Larry, Moe & Curly-take your pick) say it could take up to a year to receive anything. Meanwhile the pansy***** are intimidated to the point that I have been blocked from their FB page to voice my concerns and read those of others that have been screwed over


key: chroma:document
string_value:
I had an issue with my checking account. I used the online chat and began the process of seeking assistance around 11:00 am. I was given the runaround and then disconnected so I started the chat process again. Again I was given the runaround when I asked to speak to a supervisor. I was told all supervisors were in a meeting but someone could call me back within 24-48 hours. It’s Friday. I needed my issue resolved immediately bc I had no access to funds in my account. I left my number anyway and ended the chat and called back, thinking if I actually spoke to a live person they might help. I again asked to speak to a supervisor since I was told the first representatives are unable to help. Again I was put on hold while rep contacted a supervisor. 


key: chroma:document
string_value:
I had fraudulent activity on my credit/debit card. I was told a new card will be sent in a few days. Never received it. I had to wait 9 days without a card. No access to money whatsoever. I was told to borrow money.


key: chroma:document
string_value:
USAA was recommended to me by my brother. So I gave it a chance. Seems to be a mistake. After joining and opening a bank account I wire transferred a substantial amount of money, then during several following days, 2 small bank to bank transfers just to get some confidence. One day at noon after only 2 weeks, I opened the online access to check the status of the account. Later that SAME day, and for now 4 days, I was denied the ability to sign on with NO advance warning or explanation. All I was told after a lot of effort and nagging and phone calls on my part was that "They" wanted a copy of my driver's license, with no reason why. I sent it to them the same day. Now after 4 days, I still cannot get access to the account holding MY MONEY. They blocked me in less than one day, and will take 3 "business days" to resolve my problem. AVOID USAA.


key: chroma:document
string_value:
Their entire 'Customer Service' department seems to be motivated to avoid any sort of 'service' and to turn their customers away. Examples are too numerous to list, although I am on extended hold/transfer right now with USAA and am using this otherwise wasted time to write a scathing, but well-deserved review.


key: chroma:document
string_value:
I have been a USAA customer since 2008 and the past couple of years have been pretty lackluster. I live in the Philippines and can't use a debit card to pay all my bills like in the States so I have to withdraw everything from an ATM. I have to call every week to get my limit increased to the amount I need and I have to give the same story EVERY time even though I ask them just to put it in the notes. Eventually I got my limit increased through a request and that took over a year. When I withdraw I pay a fee of $5 from the ATM service I am using and another $5 for international fees charged by the card provider so this would leave my account negative by $20-$50 every month but my disability always covered the difference on the 1st when I am paid. 


key: chroma:document
string_value:
Customer service is absolutely the worst I've ever dealt with!!! For the past 2 months I've called and spoken with at least a dozen different reps (half of which were at the executive level) to resolve an issue caused by THEIR error and the issue is STILL NOT RESOLVED! They keep telling me a different story every time and each time, they say that the issue will be resolved in 2-3 days and "someone will call you back" to confirm. No one ever calls back and the issue is never resolved. I'm convinced they are just trying to wear me down in hopes that I'll give up and stop calling. As a veteran, I am so completely disappointed in USAA.


key: chroma:document
string_value:
I am a disabled veteran with PTSD, I have been banking with USAA since 2010. Over the past couple years because of my illness and trying to navigate the trials of the VA, I have not been financially stable. In August of 2018, I lost my job. Since that date, USAA has charged me more than $2000 in NSF or Overdraft fees. $844 of which was taken directly from a deposit of my VA disability, leaving me with less than $200 to survive on for the month, and absolutely no way to pay my bills. 


key: chroma:document
string_value:
Used USAA more than 30 years. Pleased with banking, insurance, credit cards, bereavement services, brokerage, fraud handling, etc. Their customer service has always been helpful and resolved whatever issue I have had and always asks if there is anything else with which they can help me. Our only bad experience was with a mortgage refinancing application. It seemed every time I was close to finishing the application, there would be more documents to gather. We couldn't finish the application in the allotted time and had to pay for an extension. I complained to one of the reps about the "run around" I was getting and she apologized and finally explained they were getting handed thousands of new regulations from the Obama administration each month and couldn't keep up with the constant changes. We got all the issues resolved during the extended period and have been pleased with the loan maintenance service since.


key: chroma:document
string_value:
I had fraudulent charges on my account in the amount of about $95. It’s been a month and they still won’t help me, they say the charges are valid when it’s an absolutely obvious scam from the UK. I will be leaving USAA completely after this nonsense. I will trust my money to a bank that doesn’t take care of their customers.


key: chroma:document
string_value:
We've been with USAA for years and have always had amazing customer service - every time we've called! Website is intuitive and easy to use, insurance is great - Love all their services - only wish they offered business accounts!


key: chroma:document
string_value:
USAA used to have good customer service, but that has deteriorated and USAA is now among the worst banks. USAA's mismanagement is so severe that it is under 2 separate recent orders from Federal Agencies relating to USAA's woefully inadequate customer service and management, as well as USAA charging illegal fees to customers. One case was brought by the Consumer Financial Protection Bureau, the other by the Office of the Comptroller of the Currency, and both orders are from early 2019. In one of those cases USAA had to pay millions of dollars in refunds to customers it charged illegal fees to. That is how terrible USAA's management is.


key: chroma:document
string_value:
Over forty of my 90 years I had utilized USAA, until I eventually found its auto rates were exorbitant, not veteran friendly as advertised. Then, determined to end my remaining relationship I approached USAA Banking to settle the credit card account; but my issues were ignored, no replies to emails, phone calls, or letters, just negative credit card reporting. Recently I was notified that the balance on the account was cancelled. Consistent with its poor service, USAA Banking has, nevertheless, continued negative reporting on an account which no longer exists.


key: chroma:document
string_value:
I am currently searching for another bank. USAA Federal bank has high-jacked my bank account and I cannot use it. I have spoken to the CEO's office, who promised to call me back this past Friday 3/1 and I am STILL waiting 3/5. I can't leave the house to grocery shop, because all of my money is frozen for some idiotic policy they claims is Federal. It's nonsense. I can't wait to get away from them. Further EVERY time I call there is more than a 15 minute wait time. I just called and the current wait time is 25 minutes! They're almost as bad as calling the IRS! I want nothing to do with them. My advice is that you don't either. It's too bad, I was looking forward to a long relationship with them since my mother was with them for years. And after reading all of the reviews on this site, I'm concerned about the auto and home insurance I have with them. What a pickle!


key: chroma:document
string_value:
After 14 years of having a w9 on file they said it wasn't filed correctly (which it was and I have proof) and they stole our money from savings and checking interest. They refused to refund us the money back to our account. This is very upsetting and probably a case for a class action lawsuit. The form was correct for over 14 years and interest was given up to Dec 2018 and in 2019 it is all of the sudden it is incorrect and they steal our interest. You even can't speak with a clear higher management to resolve the issue. They just call and leave messages on the machine to call the main 800 # to call back. It is absurd! I can't believe they are willing to lose a long time good client over such a small amount.


key: chroma:document
string_value:
USAA has never supported me as a disabled Vet. For one, they never refer to me with my rank like they say in their false commercials. They have never approved any loan request but I have 4 home loans through other financial institutions including a VA loan. I have over $250,000 in another bank but I was just declined for a $12,000 loan!! They are definitely the wolf in the sheep skin and could care less about veterans.


key: chroma:document
string_value:
There's a customer service reg rep who gave my asset to child support... yeah I'm putting her full name out there. Her name is Karen **. She is a disgrace to the company as well as USAA for not examining proper documents and also USAA for not overseeing... She gave ALL my assets to CSS Child Support Services not only did she do that... but the USAA under Color of Law 1983 didn't even notify me. Don't worry I'll be writing the CEO and if he doesn't respond I'll go straight to media and and write a story so compelling that USAA will go out of business. Mark my words. USAA then proceed by saying, "is there's anything I can assist you with and thank you for trusting USAA" lol...you gotta be kidding me. You give all my assets away and you want me to trust you... tip ALL Veterans stay out of this bank. I'm going to tell my friends to drop it. They used to be a legit company. I couldn't rate it a zero but this company is a zero zero zero...


key: chroma:document
string_value:
My family currently has USAA Insurance, auto loan, credit card, and has had more loans. 10 years with this company. First of all my husband was married well before the 10 years we have been with the company. I had insurance in one state and transferred it as we PC's to another, no problem. Later we PC's and transfer insurance again. Well apparently my husband's ex-wife had a charged off checking account, many years ago I assume and they refused to transfer my insurance back unless I paid for her charge off. Which was close to 400$. I knew it wasn't right.


key: chroma:document
string_value:
I have been a member for 18 years. Recently, USAA lost a $20,450 cashier check that I provided to them via UPS overnight with signature on 20 Dec 2018. The check was made out to me, which I endorsed and sent overnight to USAA Priority Bank Deposits department in San Antonio. USAA signed for and took possession on 21 Dec 2019. I sold my 2012 Truck. Sold directly to a nondealer buyer, I still owed money on the truck, called USAA to find out how to expedite the process and did EXACTLY what customer service informed me to do. After USAA signed the UPS receipt document in San Antonio for the check, USAA lost my check. Worse, spent the next 45 days yanking my chain.


key: chroma:document
string_value:
I am/was a ten year vet with USAA (insurance). Loved them so much I wanted to do banking with them. I was looking at buying another home and was determined to go through USAA. My agent(s) we’re unorganized and slightly shady on how they wanted me to word my childcare and other expenses. I let it go, mainly because the home I wanted had too many issues. I dropped everything and told USAA we can try again another time. But to be honest I had no intention of going through USAA home loan again. 


key: chroma:document
string_value:
Called the Bank from Britain and was put on hold while the customer services attempted to find out some information. This was very expensive and the services rep did not even provide the correct information!


key: chroma:document
string_value:
I have been with USAA for nearly 20 years and leaving - entirely! They used to be an organization truly committed to serving veterans and with programs and support that was competitive in the market place as well as empathetic to the conditions of military and veterans. That has changed - they are simply in it for the money now with rates that are no longer as competitive and zero understanding of veterans and their families. The level of customer service in addition to the financial package offers has declined to a level that is intolerable as a customer. Sad to see an organization fall this far. One star offered only because it was mandatory to give them one.


key: chroma:document
string_value:
I have had both a checking and savings account for a few years. I have never once been able to access either account. Both always say unavailable. The only option available to me is to add money. I've tried calling several times and never receive a callback. I tried their chat on the website and am referred back to the call center. All I want to do is close the accounts since they have proven that they are incompetent. I need to access my money to pay bills but since I can't do that, I want my money back! This is no way to treat any person, much less a VET!


key: chroma:document
string_value:
I’ve been with USAA since I turned 18, 19 years ago. Never had any issues at all, loved and raved about USAA all the time. Then in 2018, all hell broke loose! They blocked my card for groceries from a place I go every weekend. Not only that, but they froze my account AND shut down my online access. When I called the lady told me she unblocked my card and it should work. I told her that it is still getting declined. She said then it must be my Apple Pay, she didn’t know because on their end everything was fine. I had to call back 4 more times over both days on my weekend Sat and Sun and spend hours on the phone to gain access to MY MONEY.


key: chroma:document
string_value:
I had read reviews of USAA, and was disappointed with my previous bank. I initially had issues with hold they placed on funds, but continued to work with USAA, and in general terms the bank is functional until... I initially thought since the tout their military membership this would be a great bank if I moved overseas, as they would have the experience, and expertise to provide competent banking services for overseas personnel. This was my mistake. Having been overseas with others of my banks I have found I made a horrible mistake. If you change your address or phone to reflect your true physical address you have made a grave mistake. Every little banking activity comes with the price of an overseas phone call, with the traditional voice menu, of course reminding you of the website features which you have already been denied. 


key: chroma:document
string_value:
I have been with USAA for 20+ years. My spouse has their own business and we regularly mobile deposit checks and none have ever bounced. For some reason USAA will withhold a major portion of the deposit without any warning. I will admit our book balancing has not been 100% and we have overdrafted once or twice (my bad). This has really put us in a bind a number of times. I now absolutely DISTRUST USAA with our monies and will be finding a new banking institution. Previous to all of this I would have given USAA 5 stars. How is it their right to withhold MY, not theirs, money? Insurance...I’ll keep it, as it is awesome. 5 star.


key: chroma:document
string_value:
We have been with USAA for a long time and over the past year they have turned into a nightmare bank. They hold money for extended periods of time, their customer service sucks and they Rob their customers and we all are left to deal with it. They never are responsible and if you try to change banks that put roadblocks up that makes it difficult. They have stolen so much of our money. I have a settlement with them and I probably will never see it as well as them closing my accounts and holding my funds. When I tried to get my pay that was deposited from my paychecks they refuse to release the money and hold it for over 90+ days. Stay far away from this bank. They are very shady.


key: chroma:document
string_value:
I have been a USAA customer for over 10 years. I used them exclusively for checking, savings, and insurance. This past year I have gone through a lot of financial struggles and loss of income and have not been able to make a few of my insurance payments on time. USAA canceled my insurance because of a failed payment when they tried to charge me double of what I was told on the phone I would be charged. When I called and tried to explain that there must have been some miscommunication, they said there was nothing they could do. I tried to reinstate my insurance but they told me they would need the whole 6-month balance up front, which I definitely could not afford.


key: chroma:document
string_value:
About a week ago, on a Monday (Jan 8, 2019) I woke up and something told me to check my bank account with USAA. I noticed that one of my accts (my son's acct) had a $8500 deposits. This was strange to me so I asked my son about it and he had no clue about any check nor deposit. It was suspicious to me because I then saw two withdrawals; $20 and $500 that were made on Jan 7 ($20 withdrew first, deposit was made and then $500 withdrew). I called the bank's fraud and banking line as I wasn't sure what department would handle it considering the issue was multifaceted. 


key: chroma:document
string_value:
When my son and when he arrived back to his base on New Year's Day he couldn't even take a taxi back to the base because USAA left him stranded. All of a sudden his account disappeared. He has tried calling and calling was placed on hold until he finally had to hang up because he had to report to duty. This is how you treat young soldiers? He has now been dealing with this issue since his return to his permanent station and no one has helped him resolve this issue. What kind of bank are you that you would do this to young men and women of the Armed Forces? Not to mention, leaving people stranded because of your system. This needs to be fixed now! He keeps hitting a brick wall. I will move on to more drastic measures if this does not get resolved soon. Can you imagine if one of these young soldiers were deployed and this occurred to them. Someone needs to help resolve this issue immediately!


key: chroma:document
string_value:
I opened an account with USAA on December 19, 2018. About two days after opening the account, they froze access to it a couple days after opening with no reasoning. When I found out that they froze the account, I called them. It took several calls to them to find out they needed some documentation to be sent to them. So I complied. They still kept the account frozen and wanted more documents. They keep on saying it takes 2-3 days for review. Here it is January 4, 2019, still frozen then I called them again. 


key: chroma:document
string_value:
I have banked with USAA for almost 20 years. I contacted their banking office twice and spoke with two different agents about Deposit at Home to ensure that funds would be available immediately. They confirmed that their executive team would be able to ensure the funds were available and that they do it all the time. After I deposited the cashier's check, 75% of the check amount was on hold for over a week. The total check amount did not exceed my daily deposit limit. I spoke with the executive banking team and they informed me that there is nothing they could do and that the banking team provided me the incorrect information... twice. 


key: chroma:document
string_value:
USAA is using third-party people instead of their local offices to help with situations. I have been lied to. Placed on hold for over 6 hours one time, and today been on the phone with their third party people since 9:30 this morning. I have still not got any issues resolved. I've been dealing with he said she said. I'm at the point to where now I'm going to print off all my documents screenshot and file complaints with the BBB as well as the credit companies. I have every person I spoke to in every state as well as credit reports and all documentation to back up my records. This bank is horrible now!!! If an actual person who works at USAA in the San Antonio office would like to reach out to me to help with this matter I would greatly appreciate it.


key: chroma:document
string_value:
Tried to Increase the limit on my USAA Secured Platinum VISA I had initially set 2 months ago at $1K to $2K. But despite the fact one of the chief reasons I chose this card was that USAA advertised I could increase my limit by putting more security down at any time or interval up to $5K, was just told that my limit could not be increased, per policy that was adopted on the day I signed up, leaving my family and I in a giant holiday travel conundrum. Not cool USAA!


key: chroma:document
string_value:
We have been posting a check to our USAA account monthly to cover a loan payment through that account. Suddenly, USAA decides to hold part of the check. Nothing changed with our usage of the account (no overdrafts, etc). When we called, we kept getting excuses that made no sense. They finally said that they have an algorithm that withholds money from deposits to ensure a stable daily balance for the bank. In other words, it randomly chooses to withhold money from deposits to cover its own loans and investments. USAA apparently steals customer money to make money for itself. We are closing our accounts and using a bank that does not steal or cheat customers.


key: chroma:document
string_value:
I have been a member of USAA for 16 years. For the past 2 years I transfer money from my Bank of America account into my USAA checking account every 2 weeks of approx $1,200. The beginning of November I had an accident and I was out of work. By the time I got my short term disability check I definitely needed it cashed. I tried to do mobile deposit to USAA but they were going to put a hold on it. I canceled the deposit and put it in Bank of America because there was no hold (mobile banking). So as always I transferred $1200 to USAA, with no warning, they put a hold on the instant transfer from Bank of America for over a week. 


key: chroma:document
string_value:
I opened this account to replace an old account with a very small bank. I made a few transfers from the old one to here with no problem. When I had to pay my rent I transferred $725. They put $525 on hold for 7 days. My complex charges $75 on the 2nd of the month then $10 each day after that. I'm now at $165 in late fees! Because they wouldn't pay the rent when it came through. They charged me am NSF for $29!!! I will NEVER bank here again.


key: chroma:document
string_value:
I have been with Navy Federal since 2010. Never once have my checking account been locked. I recently opened a checking account with USAA and learned that my checking account was locked because of a verification document they needed that the agent never asked me for when my check card was being mailed to me. As soon as I received the email from them requesting the document, I uploaded it to their web page. Later that same day I called USAA to speak to an auto insurance agent about my bill and the agent informed me that she could not speak to me because my account was locked. 


key: chroma:document
string_value:
Well I been with USAA for 3 years now. I have 3 checking account over the years. I also have saving account with them. Well a few place back in Hawaii was hacked and I used my debit card there. So called them and told them what happen. Well they blocked the card. In case of any fraudulent happen they couldn’t use my card. They are always asking, "Is there anything else I can help you with."


key: chroma:document
string_value:
So this my last straw with this bank! I wouldn’t give this bank any stars if possible! I wrote a check for my rent and water bill. They had returned it. My daughter came in from out of town. She tried to CashApp the money into the account and was returned back to her for Verification reasons. So I deposited $200 because she had used the card when she was here. Note there is no local anything to deposit money, Nor does anyone tell you that the first $200 you deposit is available and the remaining balance is put on hold for 7 days! Didn’t realize that until I did a mobile Deposit. She gave me another $250 before she left. Called the bank, got the first NSF refunded because of the CashApp issue. Then was transferred to see if I could get the $50 released. This was a money order I deposited, So it’s basically cash.


key: chroma:document
string_value:
They set your daily check cashing limit to $10,000. Cool, normally no biggie. But I have a check for over that amount that I need cashed ASAP and there is not 1 location in all of Oregon that I can go and cash this check. They would not increase my limit (even temporarily) to allow me to cash this check. The only option is to mail it. They wouldn't even send me a label to safely overnight it to them. Horrible customer service!! We will be finding a bank where you can actually cash checks. Or at least offer to email you a UPS label so you don't have to pay for that yourself. That would have shown proper customer service. Very disappointed.


key: chroma:document
string_value:
My son-in-law and daughter recently moved to New York to stay with a friend while trying to get on their feet. They did not have a checking account, so they opened one with USAA. They had to deposit $25 from a card to open the account. Their friend let them use his card to do that. In the meantime, I sent my daughter $50 to help with groceries and diapers for my grandson. USAA won't activate their account because they do not have proof of residency (remember living with a friend). 


key: chroma:document
string_value:
I deposited 2 Cashier Checks into my account. Each time after they cleared USAA comes back with a problem and the take the funds and locked my accounts and then charge me for the money used. They have broken several laws in the State of Virginia which states that regardless of the outcome with the check being rejected as long as the check has not been altered and they deposited my option is to sue USAA for this act.


key: chroma:document
string_value:
I applied to USAA for a mortgage loan in 2018. I have used my VA certificate and obtained mortgage loans three times prior to USAA. All my mortgage loans were processed professionally and without undue stress. Then comes my USAA experience with their mortgage product. I’ve been with USAA over 30 years. My experience with this company was stressful, frustrating and unpleasant. After numerous phone calls and providing a great deal of information, I finally was relieved to have a ratified contract on a property. The loan officer who processed my loan declared at the end stages of the application that the contracted property was not a VA approved property. She failed to check the property address before wasting hours of my time. Not only did the entire process halt, but she declared I would have to start everything OVER again including a new application and credit check!!! 


key: chroma:document
string_value:
USAA has done this so many times where they charge me a crazy amount for insurance. I’m being charge 510 dollars for one vehicle!!! Then they did this before without notifying and it’s hell to set up the automatic payment. I try every damn month for the savings in insurance and yet it seems like it doesn’t work then I miss a payment so I see I missed one payment and should not owe them 510 dollars!!! I’m sick of USAA. They’re a fraud company and not for the military. They steal your money! Beware. 


key: chroma:document
string_value:
I have been with USAA for over 11 years now and I have never had a problem up until now. Less than a week ago my account was hacked. USAA failed at protecting my account and personal information. As a result a new card was ordered to Chicago, which I live in Kentucky let that be known. USAA did not notify me of this action at all. Along with the new card being sent to Chicago there was several deposits made into my account and withdrawn almost immediately totaling $14,000. This happened in Chicago - again I live in Kentucky. 


key: chroma:document
string_value:
I want to rate USAA as less than one star unfortunately that is not an option here. We all see the commercials on how USAA supposedly cares for their clients. This is true up until the point that you are a victim of fraud which happened in my wife and I’s case. The bank suddenly did a complete 180 and turned accusatory to us, the victims and were completely unhelpful throughout the process. No offering of working together for a solution, only accusations that the fraud must clearly have been our fault and that we would have to bear the consequences. None of their departments communicate with one another which ends up that victims of fraud will be sent in an endless cycle of getting nothing accomplished and having the fault thrown at them. 


key: chroma:document
string_value:
Honestly, I knew better. I read the reviews and figured surely these are just angry unqualified people, I am perfectly qualified. All should go smoothly. WRONGGG. DO NOT USE USAA. They were nowhere to be found throughout the entire process. After weeks of BEGGING THEM to take documents I KNEW they would need and them saying they didn't need them yet, they had the audacity to ask to extend my close date out two weeks. The seller was displeased but agreed, still, it seemed nothing was being accomplished, no appraisal order, nothing. 5 days after making me move out my close date they DENIED MY LOAN for credit history, I have NO DEBT and over a 700 credit score.


key: chroma:document
string_value:
I transferred money from my local bank to my USAA checking account as I have been doing for years. The funds have always been available immediately. But this time, there was a hold placed on the funds. This had never happened before--the amount was an amount I have transferred frequently in the past. Once I realized I would have to wait a while to use my money, I transferred it back to my local bank. USAA promptly charged me an NSF fee because of the hold, even though I transferred the money back. The reason I am giving my experience two stars instead of one is because the representative I chatted with refunded the charge "as a courtesy."


key: chroma:document
string_value:
On Sept 28, 2018, I logged on USAA to download a Proof of Auto Insurance for our new car. I noticed a withdrawal of $603.'s had been made on our Savings Account. I called USAA--Banking at once and learned someone had requested a Debit Card in my name and the card had been mailed to Oklahoma City. (We have never had a Debit Card nor have we ever requested a Debit Card for our Savings Account and we don't live in Oklahoma.) I was transferred to Fraud and made my report and changed all the security codes.


key: chroma:document
string_value:
I have looked at other reviews for USAA and I am really bummed that they did not have positive experiences. My husband is a vet and we signed up for USAA in 2011. Initially we just had vehicle insurance (the best price in our area by far) and then started using them for banking and homeowner’s insurance. The customer service has always been fantastic, even when I am pretty grouchy with them. Our homeowner's insurance is $44 a month...FAR lower than any quotes we had been given, and our vehicle insurance is fantastic, had to use roadside assistance many, many times and they have been fantastic!! We were stuck on a remote logging road and they were able to get a tow truck up there and out truck out, at 2am! I recently got rear ended and my adjuster has been amazing and helping me deal with the other insurance who are not very great.


key: chroma:document
string_value:
I have been a member of USAA for many years. My father served in the military for 34 years. Im a military contractor overseas and I cant get any help from no one at USAA!!! My mother passed away on July 11th. I flew home from Iraq, Thank you Military and Red Cross, just to take my mom off life support. I only had a short time at home but tried to get things taken care of. USAA Was The Worst!!! So my Mom had bought a truck for me thru USAA. We called on the phone and did the loan over the phone. The rep forgot to put in death protection. I have tried over and over to have them bring up the calls. They said they were ERASED. Well I thought phone calls were kept for a year at least. 


key: chroma:document
string_value:
Applied for a loan with USAA to refinance our home. Arthur ** (senior real estate processor) and Lohendy ** (mtg processor) the two most unprofessional people we have dealt with. We sent every bit of information and paperwork they asked for in a timely manner even though at the bottom of each email from Arthur he stated if not received by such a date and time the loan would be canceled. Like it was a constant threat. Almost always it was within 24 hours or less. We had a glitch - they said we could not have the house in the trust the way it was - we asked what they wanted changed. (Our lawyer was going to change it to how they wanted it worded.) Arthur said he would ask his boss what we needed to do.


key: chroma:document
string_value:
Im done with USAA. I have been a member for a few years now and they have just "lost me as a member for life"! I have closed my checking, savings, an IRA and all my auto insurance because USAA is not trustworthy. NOW I am now getting ready to roll the rest of my annuity and my spouses annuity out of their hands for the same reason, incompetence. They kicked my retirement account around like a piece of dirt and it wont happen again. A week and a half after I requested a withdrawal from an IRA I still have received NOTHING NOTHING NOTHING!!! 


key: chroma:document
string_value:
You have to expect sometimes of encountering someone who may be having a bad day and takes it out on you by being short or unwilling to help entirely. I have met with that type of situation only a couple of times dealing with USAA. Today, Narhonsha took fantastic care of me as has been the general rhythm of my experiences with this bank. The insurance portion could use some tweaking. Narhonsha was incredible in the fact she looked at past issues in depth and was able to assist me positively. Don’t put a check mark in the terrible column until you have dealt with different reps and rate this bank based on them as a unit. I still love this bank immensely after many encounters over 5 years. Give them a chance to remedy your problem by talking to a few reps and not based on one encounter.


key: chroma:document
string_value:
I’m a 29 year member of USAA but only recently (a couple years ago) started using USAA products. I paid my credit card balance in full. I had also returned an item to a vendor and received the refund back into the credit card account. I was told by USAA that they put a hold of 10 days on credit refunds. The amount wasn’t that large so I can wait but I think this is a little strange. Given this experience and all the negative reviews I’ve been reading concerning holds placed on funds by USAA, I will stop entertaining ideas about opening up any other accounts with USAA including banking and car insurance.


key: chroma:document
string_value:
Want a mortgage loan from USAA? Be prepared to be asked the same questions repeatedly by different loan officers; the first one will ask you to complete an application, provide proof of income, credit check. Done? Not yet. Another loan officer will ask you the same questions and more, even request the same documents; because one office is in Texas, the other is in Florida -- they don't communicate. Can't reach anyone on the phone to speak with as they don't work full weeks (probably part time contractors) as USAA seems to be trending toward having other companies service the loans after they set it up. 


key: chroma:document
string_value:
They refuse to accept mortgage payments to force me into foreclosure then rush to court for a judgement against me while I was in the Hospital following lung infection & brain surgery for another infection that left me unable walk or stand without help. Also I could barely talk but it didn't stop them from harassing me while I lay in my hospital bed. For which my doctors think I might have also had some kind of stroke. They also paid someone to terrorize me and vandalize my home to scare me off as well as potential buyers or other mortgage companies to block them from refinancing my home by claiming my home was in foreclosure and default of loan when it wasn't.


key: chroma:document
string_value:
USAA determines holds on personal bank account systematically. Meaning, a human doesn’t look at your account to determine if a check should be available. They rely solely on a lifeless system to make choices. This bank is not for the people but for profit only. I’ve never in my banking life had a check on hold for 7 days. At most, 2-3 days because it was a large check. The check I deposited with USAA was from the Treasury department for the State of Kentucky. I was employed by the state for 4 years up until recently switching jobs so a paper check was sent. I’ve never had a bad check deposited or fraudulent activities. 


key: chroma:document
string_value:
I could not get a Executive Resolution Team member to tell me why there was a hold on funds. She instead spent the entire time quoting the customer service agreement and federal bank regulations to me. It was on par with a fly-by-night operation!


key: chroma:document
string_value:
Today I called USAA and asked for internet. The two individuals to whom I spoke (I had to call twice) did not know how to correct the problem of their putting the wrong username when I would connect. They placed a # sign instead of an !. I checked my account and it was correct. The man to whom I spoke said I should contact a company who works with fixing my browser. There is no problem with my browser. So I called the third employee and asked for the Complaint Department. I was passed on to the Insurance Dept. The gal who answered it tried hard to help, but in the end I fixed it myself. Years ago we left USAA, and put our money elsewhere. 


key: chroma:document
string_value:
This bank is a joke! Never, ever bank with USAA. If you're in the military, go to NFCU! It took $323.84 from me unauthorized; when I got my money back, it took it again! It's a long history of mistransferred calls, disconnects, having to re-explain myself multiple x, and misinformation. Do not bank here!!


key: chroma:document
string_value:
This company gives the appearance they are a military friendly company: they are actually con-artists. They don't have any brick and mortar facilities, so all of those operating cost don't exist. Instead, they put the inconveniences of not having a physical bank to walk into to conduct business in back on the customer. This is a burden, and in most cases manageable, but when/if a problem arises from not having a physical bank (i.e. a egregious fee imposed for pulling out cash from a 'partner bank') they are unbending. Complete lack of understanding and respect for my time and service. I do not recommend.


key: chroma:document
string_value:
A few months ago I called USAA to ask if I can sponsor my mother for membership. They said yes that's not a problem. My mother got very excited and wanted to invest with USAA as well. So we set her up a membership. But bam, nope shes not eligible due to her state. Wow... USAA does allow parents to be sponsored by their veteran kids just not where she lives. That is ridiculous, my mother took care of my kids, financial stuff, payments for things, every issue that arises here while I was deployed. That to me is service enough. She served the veteran while her veteran served this country. Wow. This bank has really disappointed me and my family, thinking about closing all my accounts and going to a different bank. My mother's service is adequate to me, is honorable to me, is highly respected by the military branches and to say otherwise is a disgrace to me.


key: chroma:document
string_value:
I was assigned an adjuster. When I looked the person up they went to jail in Florida for theft of thousands of dollars. If USAA is willing to be this careless in their judgement of people, then they shouldn't call themselves a bank. It's a JOKE! I am afraid she might write false checks from my claim and keep for her own personal use.


key: chroma:document
string_value:
My account recently got restricted, when I called USAA they informed me that my account is closed due to fraud and my funds will not be given back to me, no other explanation was given and I was told not to call them back. I have been a member since 2005 and it is just ridiculous they can't even give an explanation of the reason why the account was flagged as a fraud.


key: chroma:document
string_value:
On 30 July a vendor received a web bill pay check from USAA via me. She deposited it via mobile deposit and was told that funds were available immediately. The check was returned by her bank as USAA my bank left a digit out of my account number!!! It caused a cascading effect on her account and she bounced 4 checks. Overdraft fees of $36 a piece which is outrageous were charged. I called USAA and was on the phone for over 4 hours so far trying to get this woman her money back. Even a person on the Executive fix it team couldn't help. It has now been three days and no money. It was the fault of USAA clearly and they acknowledge that. Still nothing!


key: chroma:document
string_value:
They can't even take care of an unauthorized transaction, anything that gets charged to your account if it's something you have no clue about or didn't authorize you have to eat it. The phone support is a joke and I have to get a money order to deposit any money. This was a mistake. I'm going back to Chase. At least the screw job I get from them isn't as painful.


key: chroma:document
string_value:
I have lived thru USAA getting my cards hacked (at their processor) twice, and a few other misdeeds, But this one got to me... Been a member for years... They decided I needed to fill out electronic signature cards months ago... I filled out the cards I believed I was supposed to. As it turns out, I only filled out Checking, not realizing the ones they sent me later were separately for savings. The way they solved the problem, was right after they sent me my electronic notice of the $ in my savings acct on June 30th, they closed out my acct., and mailed "a check" to an old address I no longer live at, AND didn't send me any electronic notice or alert (which I am signed up for). I discovered it a couple days ago, when I happened to check my acct., and saw NO Savings acct. listed. 


key: chroma:document
string_value:
This bank is a joke. They are not competent and they do not care about Veterans, I had over $2000 fraud charges. They issued a credit then two months later they removed the credit and said the charges was authorized which caused me financial hardship. They would not return my calls and I ask for proof I authorized the charges they would not provide any information. I would not recommend this bank to anyone. They do nothing to protect their clients from fraud and your money is not really insured. It's just part of the slogan.


key: chroma:document
string_value:
USAA believes that someone that paid late once on their home equity loans once, July 2014, while not able to receive communications due to chemotherapy should have it on their credit report for 7 years, the same as if I had defaulted on the loans. Never late, loans are paid in full, and they still will not remove it from my credit report because it was not in error. If you cannot take a personal approach in banking and forgive one month out of 119 other months being paid early or on time you are not a good bank. I will remove all my business from them. I will no longer ever recommend them to anyone. They completely understand says David ** who works in conjunction with the CEO's office on complaints but no exceptions are ever made. It will remain on my credit report for 7 years. It is the only negative thing on my report and I just turned 60 if that gives you an idea of how I pay my bills and how USAA treats their customers. I will find new providers for all my needs.


key: chroma:document
string_value:
Absolutely awful experience with USAA and their ability to manage security. Our accounts have been broken into 6 times over the past 2 years. We have set up the maximum security possible with them and this continues to happen. They allow inbound callers the ability to change our passwords and add emails all without our text confirmation code. Inside job for sure. Very disappointing that their security team cannot resolve.


key: chroma:document
string_value:
I took two checks issued by USAA to the main bank off of I-10 in San Antonio and the USAA teller, and then her manager both refused to cash them. It is pathetic when a bank refuses to cash checks it issued and says a good deal about the incompetence, lack of professionalism and lack of fiscal integrity displayed by USAA on a daily basis.


key: chroma:document
string_value:
I have used USAA because I thought that they were veteran friendly and all about service to our country. I was taken for a fool! Not only do they not care about men and women in the service, veterans, but 100% disabled veterans like me get the worst treatment. Lol. I don’t have the money to pay back over $1,350 in fraud charges that USAA promised to cover! A bunch of thieves!!!


key: chroma:document
string_value:
Opened new checking and savings accounts in March 2018. USAA requested IRS Form and additional ID proof. I complied with both requests. Unable to access my accounts after calling daily, hours on hold still cannot get access. Requests to resend same forms 3 times so far. Complied and advised accounts still blocked. I have met every request, spoken to numerous agents of bank. I am a retired government employee, no reason for this inability to just close my accounts get my funds returned and put USAA in my rear view mirror. I opened an account at a local bank with no problems yet USAA continues to obstruct my refund request. Tomorrow I plan another 60 minutes on hold while another operator tells me there is no reason why I cannot access my money but I am still blocked and they will get back to me with in 24 hours. Customer service is terrible. What a mess due to USAA incompetence. I won't give up...


key: chroma:document
string_value:
I've been using USAA for getting a VA home loan and it has been painfully slow. I was qualified for a loan and then after buying the home I found out I had to take a longer term mortgage because I wasn't qualified for the original price. Furthermore, I have had to bug them about doing every little thing. They should be the ones bugging me about getting stuff done not the other way around. Would not recommend for mortgage.


key: chroma:document
string_value:
USAA Banking reps are very helpful and quick to reply or respond by calling. I feel appreciated and been giving opportunities to grow financially and with all the benefits on discounts.


key: chroma:document
string_value:
I have always received great customer service from this bank until my last deployment where I had to get renters insurance for my apartment. They are suppose to understand the military yet they kept changing my home of residence to my deployment location. When I had to cancel my renter's insurance because my deployment was over early, I was told they did not give refunds based on a cancellation of the policy. Later I found out this was not true, but never got a refund for the time I was not living there and I was back home.


key: chroma:document
string_value:
After 29 years with USAA I will be closing as many of my accounts as possible tomorrow. These accounts include checking, savings, mutual funds, an IRA, a mortgage loan, homeowners insurance and car insurance. The quality of their Customer Service is so poor that I no longer have any confidence in them. I could write about a number of incidences that have occurred over the last 6 years but the latest took the cake and I’m done with them. The fact that all business is conducted on the phone and you can never talk to the same person when you call back and no documentation of your conversations is sent to you puts you at risk and I believe that’s their intent. I haven’t ever been able to solve a problem with them with one call. No more banks for me. I already have a local credit union account and that’s where I’ll be banking from now on.


key: chroma:document
string_value:
We have been USAA customers for a few years now, and generally things work well, with the exception of one HUGE problem. Anytime I deposit a check, it is held. I am not talking about a personal check, these are checks from another institution, for example a rollover payout from a 401K. They claim they have to 'hold' the funds for five days. It's 2018, and I am sure that funds can be verified faster than that. I agree with another reviewer that they are holding my money to gain the interest. This is the second time this has been done, and makes me wish we had never left our old credit union, who credited funds immediately. We are in the process of moving to a new city, and you can guarantee, as soon as we get settled, we'll be leaving USAA.


key: chroma:document
string_value:
I have a checking and savings with them and I opened both accounts in 2006. It is an online bank for military and their family members. Customer Service has always been friendly and pleasant and I have not had a problem they were not able to help me. I withdrawal from on any ATM and reimbursed for any bank fees. You can also use them for insurance.


key: chroma:document
string_value:
We have been members of USAA since 1975 and have used their banking facilities and other areas of the company thru today. We have been pleased with their support and their being pro-security in all that they do.


key: chroma:document
string_value:
The service is horrible. I still haven't received my secured credit card and my checking account debit cards. I called customer service and they said they just mailed the secured yesterday. This is 10 days after they already pull the $250 secured deposit out of my Chase Bank checking account. They are very slow at processing things. My Chase Bank debit card was in my hand from the mail 2 days after I opened it. They have very little ATMs in the area too.


key: chroma:document
string_value:
Literally the only things we liked about getting process through USA was the pre-approval part. The lady that was in charge of our loan was very helpful. She did everything she could to get us approved for the highest amount until we got our house and we tried to get the loan approved. In the beginning we are already approved. The house we liked was actually $15,000 under our budget so we thought it would be no problem and fortunately however they needed so much paperwork to verify and I kept sending everything and they still were saying, "No. You need to put more money down" so we decided okay we'll put more money down.


key: chroma:document
string_value:
No branch locations, no ATMs, you can deposit a payroll check and they will hold 75% of your money for up to 12 days, nothing you can do about it. Flat broke, no money to eat, buy gas, or pay a bill but you can stare at that hold amount that literally no one at USAA can seem to help you with. Their suggestion; "Can you borrow money from a friend or family member?" Thanks USAA.


key: chroma:document
string_value:
I used to be a faithful member of USAA – I had just moved across the country and was prepared to mortgage my next home with them. Things became concerning when between the pre-approval and the actual loan origination the rate increased by 0.50%, which adds up. I asked for a rate concession and was told no, so I decided to shop elsewhere. I got the lower rate standard, elsewhere. I was not too disgruntled so when I was shopping insurance on my new home I gave USAA a shot at my business. I work next to a USAA building in Tampa, reasonably I figured they would be able to provide homeowners’ insurance no problem. Nope, per their response, due to sinkhole possibilities in the area prevents them from offering homeowners insurance.


key: chroma:document
string_value:
After being a customer of 23 years, I was verbally offered not once, but twice, to use a convenience check as part of a 6-month interest-free offer. When I saw they were charging interest I complained and they said will check the recording. That turned out to be another of three inaccurate statements, also counting when they recently did a credit check for nothing as I did not request a higher limit, which hurt my score.


key: chroma:document
string_value:
I’ve been a USAA member for 22 years and had generally been happy with USAA. However, USAA has recently exhibited mind-boggling incompetence which resulted in all my accounts being closed due to USAA’s error. One day last year, without warning or explanation, I got a letter in the mail from USAA saying that it was closing all of my accounts in 30 days. Figuring this must be a mistake, I called USAA customer service to ask what was going on. I was told that USAA had decided to stop doing business with me, that the decision is final, and that no reason would be given to me. This meant that my children’s college accounts would be closed, my wife’s and my retirement accounts would be closed, and our checking account and credit card would be closed. I pleaded to customer service supervisors for an explanation, knowing this must be a mistake, but they said they did not have access to the reason for the decision.


key: chroma:document
string_value:
We filed a dispute on our debit card for a purchase through an organization that misrepresented themselves to us, as well as many others. When we became aware that the company misrepresented their product to us, 4 business days after purchase we decided to take action. We tried to fight the company itself but we got transferred around, promised things that never happened and ultimately the company blocked us from calling them. We contacted USAA, our primary financial institution and disputed the $4k through them for deceptive practices against this company. We have been fighting USAA since November and they refuse to reverse the charge and help us recover our money. We have no recourse right now. The bank is refusing to help, the company isn't taking our calls and we are out the $4k. My husband and I both served our country and this is how they treat us?


key: chroma:document
string_value:
They love to rip off military members, they will charge you fees then when it's found to be their mistake, they start holding your funds. I have been with this bank for over 10 years and have the same amount deposited on the same day every month, it is a complete rip off and scam to hold people's funds, knowing they have automatic payments set up and then have the nerve to charge them a fee, because they are holding the money that pays the bill for NO reason. I am leaving this bank asap!


key: chroma:document
string_value:
I have been a USAA customer for years. I had auto, life and renter's insurance with them, and checking and savings accounts. I recently canceled all three insurance policies because their rates were significantly higher than other companies' rates - if many of your customers are veterans and you claim to be proud to serve them, why would you do this?


key: chroma:document
string_value:
USAA FSB has three strikes within the relationship between USAA and myself. First strike was a mortgage refinance - they drag their feet and lost the lock in rate. They wanted me to pay $$$$ to lock in at another rate. Made no sense - and throughout the process the amount of people we had to deal with was unreal. Very unprofessional and the worst experience I've ever had trying to obtain a mortgage. We canceled the refinance and I simply paid off the note. Second strike - I have an RV loan with USAA. 


key: chroma:document
string_value:
I have been dealing with USAA for a few years and up till recently I have been satisfied. Lately the service has gone way down and there is no customer service worth anything. I started a new job and now my checks can be put on hold because they are not direct deposit at the bank's choice. I am afraid to deposit any amount of money into my account due to not having access to it right away. I will keep my account open just for my insurance payments and car loan payments. Other than that USAA is not any value to me. USAA cannot guarantee that my funds will not be put on hold and how much will be on hold till AFTER I deposit the check! No way is that happening! I would think twice about doing any business with USAA and do as I did and go to a local bank or credit union and do your business. I would give them a -10 but it will not go that low. RUN FROM THESE PEOPLE!!!


key: chroma:document
string_value:
We have been customers of USAA for over 10 years. In the last 2 we have had instances where they took advantage of us. Most recently they said that funds were not in our account when they clearly were and they held my rent check for almost a week and then charged us a 29.00 fee resulting in the check being returned. I even spoke to an agent on the phone and she ensured me that it would all clear up. This was the absolute last straw. We are in the process of switching to Navy Federal.


key: chroma:document
string_value:
I’m a 20+ year customer and realized after my motor vehicle accident this company was only good until I needed them. The USAA claims process has failed me. It’s been over half a year since my accident and I’m still not back in my car. The adjuster actually just told me my vehicle would not be totaled out because the repair cost wasn’t close to the value. In what world is $27,975.00 not close to $33,000.00? I guess if you don’t add in the $6,000 in rental car fees these six months or the current costs that the second collision company will charge for the new seatbelt and fixing the constant rattling noises, labor, oh and the dealership charges for making sure the repairs were done correctly.


key: chroma:document
string_value:
If I could, I would give them 0 stars! My husband is an Army vet and we have had our account with USAA for a few years. When we were using this account as our spending account, things were great! Now that we starting paying bills from this account, things have dramatically gone downhill! Changing banks is never easy. I began transferring funds from our Bank of America account to USAA to start paying bills from our USAA account. I transferred the funds and scheduled payments to 3 bills to be paid the next business day. When I did the funds transfer, the system said the funds would be immediately available. The next day, I check my account and there are 3 NSF fees at $29 a pop and 3 bills returned unpaid! I call USAA to find out what happened. The customer service rep was unable to provide an explanation so he refunded the NSF fees and had me reschedule the payments. 


key: chroma:document
string_value:
USAA offers great financial tools as well as insurance, however where they egregiously fall short is banking customer service as they pertain to military service/disabled combat vets (me). For 20 yrs things were status quo, until after my deployment; I called to reconcile issues from that deployment with them when I was met with Christine (customer service "specialist") who accused me of being a fraudulent criminal for a so called charge on an account that I had thought I closed. I was unaware of the charge and Christine told me it was from a check I wrote. I knew it was incorrect because I never wrote any checks from that account... Long story short the call became adversarial and I had to strongly request a new rep. The new rep and I figured things out and found it a charge that went through unknowingly to me.


key: chroma:document
string_value:
Thirty plus years ago, when my husband was new to the Air Force and we were a young, naive couple, USAA gave us a chance when no other large company would. We insured our one vehicle. We were given a credit card with $1000 limit to allow us to build a credit score. Now, all of this time later, when there are advertisements everywhere on TV and the company has significantly grown, all decisions are made based on "automatic systems" and not on individuals. A year and a half ago, our USAA account was hacked. We eventually received our money back and tightened security on our account.


key: chroma:document
string_value:
This bank is the worst!! Bunch of incompetent idiots. I was told that I was a victim of “skimming” after being charged almost $500 for a charge I didn’t make. It has been over 6 days and have not gotten my money back into my checking account. Ruined my kids Xmas! Run from this bank! I am tired of being lied to and misled by them. Filed a complaint with the BBB. Will also be contacting visa and an attorney as well as closing every account my family has with this “bank”. Gimme back my money USAA!!


key: chroma:document
string_value:
I recently made an online purchase with a company named Rural King, don’t buy from them, I purchased a propane heater & they sent the wrong one and refused to replace it. I contacted USAA to dispute the charge. It has now been 12 days and I still haven’t heard from them. I’m a disabled vet who lives on disability and they could care less that a vendor stole my money and I can’t heat my house properly.


key: chroma:document
string_value:
Unfortunately I’m aware now that USAA is authorized to withhold cash in a family’s checking and savings accounts for undetermined amount of time. That’s right. All accounts and for as long as they like...and they can do this by just putting the account or accounts in “review” status. So why am I writing this? Because I can’t believe I’ve done business with since 1981 did it! My fiancée, her son at the Naval Academy and her other son also in College at UNF in Jacksonville Fl. All their accounts were locked without notice 6 days ago Dec 14th and unlocked today after 4 days on the phone with several departments including 1-800-USAA general, Fraud, Executive Resolution Team and several failed attempts to reach the Financial Crimes Department, whom we were told locked the account and were not available to comment or provide information why.


key: chroma:document
string_value:
I recall having a small amount left over in my account, after being told that my account was closed, I then said to myself, "maybe a computer glitch things happen." I decided to give USAA a second chance, I was then told by one of the online banking person if I was to wire money to the account they would reopen my account and it will show up on Monday seeing that I was wiring the funds on Friday, I waiting till Monday to give them a call to check and see if the account was active, with all my time and effort, they had rejected the wire and funds from going into the account. When ask how come it did not go in, then I was told that I would have to reopen a NEW ACCOUNT. I recommend that all military personnel go with Navy Federal, this bank is surely not a good bank that will support the military or any other Government agency. I give it the 3 Ps. Piss Poor Performance.


key: chroma:document
string_value:
They were reliable, even if a little pricey. They made the deadline and did not let me down at any point. They called to make sure everything was going according to plan and let me know everything I needed for the entire process.


key: chroma:document
string_value:
I transferred 3000.00 into savings from another bank account linked to my USAA account followed by a 2000.00 transfer into my checking account. Now a week later my money is still not available. When I called them they said there is nothing they can do even though my other bank says the funds have been transferred on the same day transfers were made. USAA is holding the funds for 10 days drawing interest and preventing me from buying x-mas gifts for my child and family. They are a terrible bank. I do not recommend them...


key: chroma:document
string_value:
Paid account on a direct debit that cleared as day of transaction. Refused to take any action on account for 14 days. Held up purchase of home with potential loss of property and earnest money. No way to run a banking operation.


key: chroma:document
string_value:
After being a customer for over 10 years they have decided to cancel my bank account with no warning or explanation of why. How this all came about is I lost my atm card, I requested a new one. After receiving the new one I tried to activate it. After being on hold for 20-30 minutes I was told I no longer have an account. I flipped out because I had account with a positive balance and now they are telling me I don’t. They stated if I have a positive balance they will send a check in 30-45 days. So you can imagine how upset someone would be if this was their main form of banking and now you have to wait 30-45 days to get your money. I am not talking about 100-200 dollars, I am talking about over 50,000. This company is discriminatory against anyone with a history and it’s not right.


key: chroma:document
string_value:
USAA Federal is a great place for lending whether it be auto loan or mortgage. The service is fantastic and the rates are more than competitive. Highly recommend.


key: chroma:document
string_value:
My father has been with this bank for years, I opened an account with them and it's been hell ever since. I transferred money to my account when I opened it, a week later I received an email stating that they needed a copy of my DL, a copy of my SS card and verification of my address. They also locked me out of my account until they received the documents. I sent it in and never heard back from anyone. I decided to call them to see if they received everything. They told me yes but they needed my documents to be in color and they needed a back copy of my DL and my SS card which the email never indicated that. Mind you all my documents were readable, so finally a supervisor came on and said that she didn't know why they told me that my documents had to be in color. So she told me to just send in proof of my address like a lease. So I did that. 


key: chroma:document
string_value:
I have been a customer of USAA for about 12 years and never have I been treated so poorly. They closed my checking account citing that I was using it for business purposes and they don't have business checking accounts. I received a letter regarding this issue about a month ago and I called them immediately and was told my account was flagged due to my Paypal business account being linked and transactions that were made. I explained that this has always been the case and was never an issue before. I further explained that my checking account was for personal use and was left with the impression that everything was handled and my account was in good standing.


key: chroma:document
string_value:
Like many above we are a three generation member family, all military. I have been an insurance member since 1975. To date I've had excellent service from USAA. We started internet banking with USAA about three years ago. Four months ago I was unable to login to my account. Each attempt comes up with a window that says they are having technical difficulty and to try later. I didn't realize how prophetic that statement was. Thus far, after almost five months, my experience has been as others have described above. Compartmentalization (one hand there does not have access to what the other hand is doing or knows), "tickets," raising the priority level, complete lack of follow-up, and long hours spent on the phone re-educating the latest supervisor on the problem. The original problem continues to exist. After dealing with the seemingly uncaring entry level person I end up with talking to a caring supervisor. But it never goes farther.


key: chroma:document
string_value:
USAA is such a racket, it's hard to articulate. I would not encourage ANYONE to bank with this company. Once upon a time, long ago, USAA was the elite of financial institutions. Now they are the same if not worse than the big conglomerate institutions that hide behind automated tellers, offshore customer service, savvy marketing. I haven't heard "I'm sorry but there's nothing we can do" so often in my life. Huge disappointment. I pray the young veterans seek financial business elsewhere and not get caught up with ridiculous institution. Just horrible!!!


key: chroma:document
string_value:
I have been a USAA member for over 45 years. I have used most of their banking services especially to pay bills and make money transfers to and from other accounts. Recently I made a $3000 transfer from another bank to my USAA account using the USAA website to originate the transaction. When I looked at the other account, $3000 had been transferred out twice. Each time I call USAA bank for assistance, I get a new clerk who does not understand what happened and I have to explain what I see in the accounts. I have gone back and forth several times with these people with no satisfactory results. The other bank, Bank of Pensacola, has been very helpful and has also communicated directly with people at USAA bank. 


key: chroma:document
string_value:
USAA Federal Savings Bank is the worst bank anyone can deal with and I feel people should be warned before they get ripped off. I had a CD with them that matured while I was in an induced coma in intensive care. I called them as soon as I got out of the rehab facility and was sent home. I explained to them that I couldn't call them to tell them to close the matured cd which had matured on 9/07/2017 because at that time I was in an induced coma. If they would look at the last two CD I had with them I believe they matured this August you will see that I had you send me the funds from them, within the penalty free time just like I would like you to do with this CD. I am asking you to do this because there was no way I could call you because I was In an induce coma! 


key: chroma:document
string_value:
In August of 2010 I opened a 7 year CD at 3.85% with USAA. When the CD matured this past August 2017, USAA automatically rolled over the proceeds from that CD into a new 7 year CD without my knowledge or consent. The new CD has an interest rate of only 1.1%. In order to get my money out I had to pay a $2,500 early withdrawal penalty from the new CD that they opened without my knowledge or consent. I tried several times to get through to the bank in late August and early September. It took me several attempts to get through to the bank by phone, each time being transferred and placed on endless hold. This is a predatory practice aimed at cheating unsuspecting customers.


key: chroma:document
string_value:
I believe the employees are committing fraud. My account was hacked and when I called to close it down, they left it open for 3 additional days where someone stole 12K move dollars and now they won’t fix it. I have been in constant contact with customer service, security, fraud, member services and banking. They give me the run around every time. All my money is frozen and I cannot get any help. I have reached out to the FDIC and FTC because the bank is not helping at all. The fraudsters wrote themselves 12K in bank checks and had an ATM card delivered and money withdrawn.


key: chroma:document
string_value:
Extremely helpful bank, no branches so ATM costs refunded. No way to deposit checks here where I live in Mexico but no problem if you live in US. USAA does make it easier to function living in foreign land because ATM withdrawals costs minimum. Much better service than mainstream banks... seems more like belonging to credit union.


key: chroma:document
string_value:
The other reviews posted is enough! I've been a banking with USAA since 2011-12 and never had a need to reach out to them up until the last 2 years. The customer service is by far the worst. If you're disconnected for some odd reason, they refuse to call you back even though they verify "a good contact phone number" at the beginning of the call. They will repeatedly charge you insufficient fee charges every few days to gain revenue. For example, I paid my $259.61 electric bill with THIS checking account, thinking I submitted payment from my Suntrust account. My electric company attempted to take the funds when $247.11 was only in the account. YES, that's my mistake and I'm okay with taking responsibility for that. 


key: chroma:document
string_value:
I have been a USAA customer for around 20 years and feel lucky to have them. Their customer service is excellent, you can always reach an live agent by phone very quickly. I pay my bills through their online service and they have never been late or made a mistake. Checking is free, including the checks, they even refund ATM fees. Their app makes it very easy to pay a bill, transfer money between accounts or check balances, and money transfers occur instantly. My checking account is linked to my USAA credit card, so I never worry about bouncing a check. When I have had disputes with creditors, they have always had my back. I don't think you can do better than USAA.


key: chroma:document
string_value:
Great, secure bank. As they do not have branches, they will refund any atm fees you accrue monthly. You can also use mobile deposit or go to specific locations to deposit. Transferring money from bank to bank is also a piece of cake!


key: chroma:document
string_value:
USAA makes it unnecessary to put up with WF, BoA, etc. and their poor service plus high fees. I have been with them 50 years and never disappointed in their banking services. Note that I can do everything on the web, no need for a bank branch.


key: chroma:document
string_value:
I have been a customer with USAA for over 15 years. I give them all of my business. I retired from the Army in March and had to scramble my funds to adjust to the cut in pay. I miscalculated and several transfers were returned, but funded immediately. I have been transferring money between my two accounts for as long as I have been a customer with absolutely no issues. Now I am not allowed to transfer any funds between those accounts, even though the miscalculation was immediately funded and all fees covered.


key: chroma:document
string_value:
When I call to ask questions, and what I can do to fix something, I get "I don't know. We just do that." They say they are here for military members but they charge fees for everything. I bought something with the wrong account number and I have automatic over draft from my other account, and still got charged a fee. This bank is ridiculous and they are NOT for the military. They are here to take all they can from them.


key: chroma:document
string_value:
USAA is the worst bank to bank with. I have never had so many security breaches/issues as I have had THIS year 2017. I have been a member of USAA for over a decade and am discontinuing all banking services. My account was able to be taken over within a month of them walking me through and setting up all of this additional security for my account. My account was used as a pass thru account since I never use it and it only had $50 in it for the past several years. A USAA employee had to have done this. There is no other way that anyone would know that I never check or use this account. The "fraudsters" siphoned money from another USAA customer's account, put it in mine and then a Wells Fargo employee withdrew the funds from my account with a debit card they had expedited to Miami in my name from my account. 


key: chroma:document
string_value:
I have had insurance with USAA for over 50 years and recently started using the bank bill pay. Customer support is pathetic as they have boundaries separating various departments (customer service, web support and IT). Each group will gladly agree to create a "ticket" to help you, but you get nowhere. My payments to critical accounts were mysteriously canceled without notice - no excuse. Avoid this bank.


key: chroma:document
string_value:
I have been a member for 9 yrs and always a great member. This past year when I moved to NY, all of a sudden my money was going missing a lot and USAA would do nothing about it. I would email constantly and not receive a response for about a month. The escalation team is a joke as you can hear it in their voice that they don't care. I have written and tried my best to convince USAA to get me back my money that was taken and instead of helping me, they kindly let me know that they are deciding to end the relationship.


key: chroma:document
string_value:
I recently applied for an auto loan through USAA since I already have my car insurance and investment accounts with them. I applied for a 10k loan and they accepted it BUT they gave me a 14% APR on my 60 month term loan. Now I may not have the best credit but that is pretty high for a stay at home mom of 3 kids. I called to see if I could get it lowered but they said no. In the end of it, I accepted the loan in order to get a new vehicle. Just wanted to share my experience. Thank you USAA but please consider offering lower APR rates to families.


key: chroma:document
string_value:
My husband is retired from a twenty five year Military career. We have used USAA for the majority of that time and since his retirement. We own a farm and have hunters who lease the wooded area and a farmer who rents the land for farming. I have received large checks from these individuals and have always deposited online since we are not near a branch. There was never an issue. Ever. Until... Our payroll company made a mistake and my check was not direct deposited. My company issued me a check and I deposited it as usual. Then I saw they had put a hold on most of it. It happened to be at a time when I was using those funds to go out of town. I called to explain the situation and was told that they have the right to hold any check at their discretion. I was treated worse than I have ever been treated by a business. 


key: chroma:document
string_value:
We have been with USAA for all our banking, mortgage and car insurance over 10 years. We noticed that our loans have been sold to different banks over the last few years. Our most recent experience with applying for a new mortgage has been a disaster. There was poor follow-up, lack of ownership of various loan processors. 4 days before closing, we were told that there is additional paperwork that's missing and we can't close on time. We are a 2 surgeon family with good income. Their lack of responsibility is a disgrace for a company that advertise taking care of "military families".


key: chroma:document
string_value:
When you sign up for USAA services you may be a "lifetime" member, whether you choose it or not. When I realized that USAA was using me and my military service to link to other family members without my expressed permission, I was outraged and requested my account be cancelled. When I logged into my account, I found that another named person appeared on my account. The person named was my son, or so it appeared. 


key: chroma:document
string_value:
It has taken me over a year and a half to close accounts with this financial institution and if I do not request a letter of closure then they illegally leave the account open maybe to up their numbers. No one is able to assist me with the issues I am having. Because they cannot authenticate me they can't even give me the number to the department that can assist me. Once I get these accounts closed I will be sure to post to the web how to do it because it is probably the hardest thing I have ever done in my life.


key: chroma:document
string_value:
They seem like a good company at first. But there are some issues which they seem not to be able to fix. I moved about 3 months ago. Changed my address online in my profile/account. They still have not figured a way to update their credit card to reflect that. I get declined for my online purchases and have to go back and re-enter my old address which I am no longer living at as the billing address. I don't feel comfortable putting my billing address as I don't live there anymore but that's the only way to get purchases to go through. Did some research and it seems to be an ongoing problem with this company. 


key: chroma:document
string_value:
I have been a USAA Customer for over 40 years. I have always gotten good service until lately. This review is based upon multiple times of dealing with USAA over the last six months. (1) They switched credit cards from Master Charge to VISA. When they sent me the new cards they made an error in my name. I called them to attempt to get this corrected and their system verifies your phone number based upon the phone number stored in your profile and your four digit pin. Great, you should be all set then. No, once they pass you on to a human, they start again on a long series of verification questions. Why do they do this? It is wasting my time. The person they connected me to did not help me. I asked to speak with her supervisor. The supervisor then has to re-verify who you are. When I challenged her on that, she hung up on me. I reported this incident to USAA and never heard back from them.


key: chroma:document
string_value:
I have been a member since 1982. I have noticed over the years their interests rates aren't competitive with other financial institutions. The car insurance was the only competitive entity of USAA. I have a credit card with USAA and when the bill comes; I always pay double the amount due. Recently due to my miscalculations I went $268.00 over my limit. Mind you, my average payment has been $500.00 depending on the amount is due obviously. I recently received a phone call about the overage, and I explained acknowledging it was my error and I will send a payment next billing cycle, which is 10 days away. She tried to force a payment right then; I was firm about when I would send a payment. She told me she would note the account.


key: chroma:document
string_value:
I have been a member for 6 yrs and have been banking with them for 6 months. My account was hacked and all money was stolen from account. However dealing with them for 5 Hrs on the phone resulted in nothing but headaches, transferred call, put on hold, hung up on, disconnected and most of all no progress. The phone numbers that appeared on my smart phone (1800 531 8722) the day of the breach came back to USAA Fax number. Makes me wonder. Now because the number was spam it is blocked on my phone so I am unable to receive any communications from them. Not a big deal except they could not proceed any further with my inquiries because I could not receive their text. I was told to call the security dept. (1877 762 7256 ) and change all my information however no one can access my account to do this. I am now in possession of a new debt card that is linked to hacked checking account. Makes no sense.


key: chroma:document
string_value:
I left Wells-Fargo after more than a decade. I just couldn't bank with an institution that preys on people. So, I went to USAA... 'Cos they ostensibly care about veterans. They engage in the same practices as any other large financial institution. I deposited a check from a reputable firm on-line. At no point during the process was I advised they would hold the funds for 8 days. I pleaded with them to release the funds on my birthday and they denied my request.


key: chroma:document
string_value:
Unsolicited on my part, USAA sent me an invitation for a Rewards card. I really was just going to toss the offer in the garbage because I have all the credit that I need at the moment and I am more than satisfied with those banks. I love those banks, no annual fee, rewards points! BUT since this offer was personally sent to me from "trusted" USAA I went against my judgment and applied for this "rewards Military Blue Star families" Card SINCE I assumed USAA had likely prescreened me (being professionals and all) and would approve me for a good starting limit, that would benefit my "credit available" and would subside the hard check on the credit.


key: chroma:document
string_value:
I have to strongly contradict the many negative USAA reviews. I have been a member for about 20 years. My mother was a member long before. My daughter had been a member for over 5 years. I do not have a checking acct with them, but have savings, several insurance accts, and a credit card. I am an average person with average means. I have never had a negative experience, never a discourteous representative. They are helpful, compassionate, understanding, go the extra mile, bend over backwards. I continually rave about the company to friends, particularly those who use huge corporate, impersonal banks - and hate the service they get, or rather lack thereof. USAA rocks.


key: chroma:document
string_value:
I have been a member of USAA for 35 years, since then USAA has gone downhill. My first mortgage in 2002 was a good business experience, fast, and friendly service. I paid off my mortgage in 2012. In 2017 I took out a mortgage on my house for a real estate investment. The second mortgage was a 45-day nightmare. Constant delays and endless request for additional information. I had three loan officers in the 45-day nightmare. Finally, we had the closing and I expect that the problems were over. I was wrong - the closing was handled incorrectly and as a result my funds were not available to me for 15 days after the closing, but I was charged interest on money that I could not use.


key: chroma:document
string_value:
In 2007, I was forced to file bankruptcy due to many financial and medical setbacks. My husband served as a Sergeant in the Army in the late 1970's and honorably discharged in 1982. We originally had a savings account set up with USAA, but because of financial issues, we had about $3.00 in the account. For some unknown reason, USAA decided to close the account which was unfair and uncalled for. We are in a much better financial situation now and we want to open another Savings account.


key: chroma:document
string_value:
Tiffany ** was also our Loan Officer. In the beginning, she was overly nice. All documents that were requested for obtaining our mortgage loan, my husband uploaded them on USAA website. Then we were informed by Tiffany ** that our mortgage loan was undergoing the first review. Last week I received a call from Tiffany **. She stated that she had a few more questions for us concerning employment. She started off by asking if I was planning on making the 5 Hour drive from where we moving to in Hickory North Carolina to where I was employed currently in Newbern North Carolina every day once we move.


key: chroma:document
string_value:
I've been a customer of USAA for 25 years. There are at least 50 of my relatives who are either retired or on active duty. Twenty years ago, my 20-year-old wonderful son was killed in an Air Force training accident--in other words, he was burned alive. My husband flew Air Force jets to the Russian border and back (in the cold war days). My nephew graduated from West Point four years ago and was in Afghanistan two weeks later. My brother-in-law flew three tours of duty in Vietnam. He returned to Vietnam after the war to help the South Vietnamese rebuild their country. Later, he was one of the founders of the Wall South Foundation. And then there are my eight uncles and their extended families. Are these bonafides enough to earn respect from a company that claims its very existence is to support the military? One would think so. Apparently, USAA doesn't believe so.


key: chroma:document
string_value:
Back when I joined USAA 26 years ago it meant something. It was a special company that catered to military officers and took care of their customers. When they opened up membership to anyone even remotely associated with the military and became solely profit driven the customer service went to crap. If they gave 2 cents about their members they would read these reviews and adjust fire. But, alas, the almighty dollar rules this business.


key: chroma:document
string_value:
Love U.S.A.A. but their bank sucks. To consolidate my banking I opened an account. When I decided to add some money to the account I called and was given an address where the funds could be sent. I sent a check from the bank I was planning on leaving, checked the postings, and... Nothing. After numerous calls someone told me "we don't know who gave you that address, but it's not correct". (Well, YOU gave it to me, but clearly I'm wrong here.) I requested a good address.


key: chroma:document
string_value:
In January of this year I made my regular USAA credit card payment. I then waited until the period closed and made the following month's payment right after the January period closed. On my February statement, the payment is posted, but on the same statement that shows the payment having been made, there is a missed payment fee of $25. I called to protest. The first call was dropped (perhaps intentionally) and on the second call, after great difficulty in explaining my problem, I was told that the late/missed payment charge would be reversed. It was not. I made my regular March payment, but since I did not pay the extra $25 fee, I was hit with another late/missed payment fee! At that point to keep this travesty from rolling out another month I paid the entire amount that USAA showed as being currently due. 


key: chroma:document
string_value:
Very disappointed at their insurance rates for auto and home. Better deal at GEICO. They also have some banking policies that are unfair to consumers and veterans. They hold monies too long on deposit transactions, even after they have clearly received the funds. It appears to be a high degree of distrust.


key: chroma:document
string_value:
I am able to deposit my money quickly and it is available right away period. I have never been able to do this with any financial institution. They also refund ATM fees, which I thought was a thing of the past! You can also each expense and income.


key: chroma:document
string_value:
Spoke to a loan officer for an auto loan. Everything seemed to go flawlessly. We discussed the amount (which was to cover taxes) and APR. I went on the computer with the officer on the phone and electronically signed for the amount and APR. I was told during the call that the money would be sent direct deposit to the dealership next day. Two days later I get a call from the car transportation company stating the dealership can't release the car to the driver because they haven't been paid. Called USAA and the rep told me they put a 48 hour hold on the funds because it was the end of the month and they are busy. This would have been nice to know. Now there's a driver waiting and I can't give a timeline. Now flags are raised and I ask about my loan. She tells me I'll find out my APR after the deposit is made to the dealership... WHAT?


key: chroma:document
string_value:
This is a horrible bank. I closed a jumbo cd. They mailed me a check that is written to the wrong person. They made the check out to their employee. Again instead of making the check out to me they made it out to their employee. Horrible customer service. They have not corrected the problem.


key: chroma:document
string_value:
Bought my first car. Loved my representative. Love my insurance payment. On time every month. I was tight with money so I waiting until the day before to use that damn app assuming it would do as you say it should do, access my account, CHECK, view balance and spending history, CHECK, sit for 7 hours watching the bank NOT accept my payment... I woke up early to make sure it sent because of course it should have being I had well over the amount to pay it. YOUR SIDE SCREWED UP. Your app is very poor, remove it if it's going to screw people over and cost them money. Every dollar counts for a young man getting out in the world. I thank you for ruining my day and causing drama in my life that was unneeded. Now I'm being told of course it's my fault, I'm not responsible enough. It's as if someone purposely took off just enough so it didn't go through.


key: chroma:document
string_value:
I received a call on my answering machine from a lady who, I think, identified herself as P__ and provided a phone number and a specific extension for me to call back. But when I attempted to call back, I provided my USAA member number and got past the robotic call screening, but then the switchboard operator would not connect me to the extension unless I provided additional information even though I had already provided my USAA member number. I've been a member almost fifty years and subscribe to multiple USAA products, but member service has deteriorated to the point I wish I had never gotten involved with USAA. Their motto is something like "We know how to serve", but the cold, hard fact is that they mostly serve themselves.


key: chroma:document
string_value:
USAA does not represent the government at all. The banking dept should be completely shut down and they make the military look bad for business. They really needed to be boycotted. They close your account for no reason. They are full of crap. I would never, ever bank with them. They lie and give you the runaround. The banking dept is a scam and ripoff. They are full of crap. I really want to start a petition. I think people need to come together so their banking dept can stop ripping people off especially those they have served this country, put their life on the line to be mistreated.


key: chroma:document
string_value:
I have been a USAA member for 15 years and always lauded this company's excellent customer service. In recent years, this has not been the case. First, I had issues with the auto insurance when my car got broken into and I needed new windows - they said they couldn't provide a rental vehicle because the car was still drivable - there was broken glass everywhere and they were ready to send me on the highway with shattered windows. Just last month I switched to a new credit card and the automatic payments I had set up did not transfer over. I had no idea of this until I received a late fee. I reached out and they refunded the fee recognizing the automatic payment should have transferred with the new card. I set up the automatic payment and thought I was all set until I received an even larger charge and a lowered credit score this month. 


key: chroma:document
string_value:
My husband and I have been NFCU members for over 20 years. We were excited to see we could become members of USAA since we heard many positive things about them. We were slowly moving all our accounts over to them until we went through the refinance process and now we would never move our accounts! I first called USAA to refinance my mortgage in December. Today, a few hours before closing, they called my husband and told him it's not going to happen! 3 months of countless phone calls, emails, and faxes with completely incompetent people has made this experience miserable. They were constantly not getting things accomplished, getting defensive when asked, pointing fingers and having meltdowns. Finally, we get a closing date and we think all is well. It's just unfathomable to think a couple hours before close they cancel. Never again will I give USAA our business.


key: chroma:document
string_value:
I feel like they need to do away with some of their policies. I have been labeled a convicted felon, yet I've never been in trouble with the law. So I am ineligible for a savings account for a crime I did not commit. I was told that my name would be cleared in 48 hours, yet 4 days later I'm still labeled a felon and they conveniently can't find any notes on my account saying that my name would be cleared. I've been given the runaround for over 2 1/2 hours and still was told that I'm guilty by association for a crime that happened over 12 years ago in a completely different state when I was in high school. I had not clue the crime had even occurred. Yet I'm labeled the felon.


key: chroma:document
string_value:
So, firstly, we have been with USAA for over 20 years, both banking and insurance. Unfortunately, as time has gone on, we have become more and more disillusioned with this bank. We have a savings account and a checking account. However, this last time that we were going to buy a car the bank wanted to charge us almost 4% interest rate. I asked why that was. My husband has a credit rating of 798 and mine is 820, plus what we retain in our checking/savings account, plus the fact that we've been with them forever--have never been overdrawn, have never been late with our cc, insurance payments or car loan payments. So, what gives?!


key: chroma:document
string_value:
USAA uses bait and switch tactics. Initially was told .99% and when I asked about why I was going to be charged 2.45%, I was told it was because of my credit wasn't good enough. I asked how much better than 817 credit score does one have to have in order to receive .99%. BTW, we've been with USAA almost 30 yrs!! We will NEVER again apply for a loan w/ USAA. The past few years they have been horrible and caught them making mistakes.


key: chroma:document
string_value:
I've noticed that USAA's App re: Web Bill Pay indicating a payment was "sent" on 2/8/17 but today is 2/7/17. Thought to call to advise this technical error but their cust serv employees really don't care trying to bluff their way through conversations avoiding understanding to improve the quality of their company's performance. Pointed out that improvements should be noticed but they really don't care. Spent 30 minutes with banking pointing out this tech error trying to empathize sending a ticket for improvements then bounced to Web Service Bill Pay to spend another 15 minutes again to point out this tech inefficiency only for them to really think it's not an issue of importance.


key: chroma:document
string_value:
I have been a member of USAA for 10 years and have always enjoyed my experiences with them. However, due to some unfortunate events in my life I had to declare bankruptcy. Not only do they bar you from getting full access to your account for SEVEN years, they will not issue you any new banking products (no new checking, savings accounts, nothing). I completely understand not wanting to give me a new credit card based on my lending history. My situation though, was entirely reasonable.


key: chroma:document
string_value:
I have been with USAA for almost 40 years. Today we made the decision to move everything bank accounts, insurance, etc. out of USAA after a very bad experience with an overcharge on our daughter's debit card. Our daughter used her debit card at a store in the amount of $40.20 (she signed receipt). At the time she signed the receipt the amount was correct. When the debit was posted it was posted in the amount of $14,481.00. We immediately called the store and they issued a credit. It took one week for USAA to refund the money back to the account. They used every excuse in the book--saying at one time she authorized the charge. Totally not true. Since there is a $3,000 purchase limit by signature on a debit card we are having trouble understanding how this problem ever occurred. 


key: chroma:document
string_value:
I am business owner who has used car dealership and offer service to USAA members. USAA offer Dealers Electronic Check as guaranty payment for members. On this form say that funds will be released within 24 hours of receipt of the form (Dealer electric Check) at USAA. All documents was faxed and verified of receipt by USAA on the 20th and today is 30th and no funds yet. Start calling on the 24th and getting the same respond that will get funded within 24 to 48 hours! What can you do and where can you go to get resolutions? Dealers beware of accepting these electronic checks, means nothing. I would have understand if there is any problem or issue with my transaction but holding my 17K money and not giving me a clear answer for the reason is a mystery!


key: chroma:document
string_value:
An employer of mine provided 3 checks as payment – and each one bounced – total loss $6650. It took USAA 7 days to let me know the first check was not valid!!! In addition, when talking to a representative at USAA she convinced me to move my $10,000 savings from Chase to USAA when I explained I was concerned that my Chase account had been compromised also. USAA then proceeded to take a portion of my $10,000 and use it to cover the $6650 of bounced checks. Since when are we responsible for criminals who give us bad checks? They labeled it as a SCAM instead of FRAUD, and got themselves covered so they had zero losses. Further, they said now they are not responsible for helping get the money back. Really? To address this I must work with the local law enforcement, which I was doing anyway, however they are extremely busy and this avenue DOES NOT RELEASE USAA.


key: chroma:document
string_value:
I've been with USAA for 7 years. Mom was Air Force, so she got me the account when I went off to school so I could have a debit card and not just deal with cash. That being said, they treat me like a criminal, an idiot, and a person with buckets of money to just fling around. Several things have gone on. Firstly, I have their mobile app. I check my balance regularly. REGULARLY. Like every few hours! I'll check before I go grocery shopping and have $500. I'll spend $50. I'll come out and be overdrawn the next day without spending another penny after that. Why? "Oh, well your previous purchases have just processed!" Umm... It's a debit card. This is a mobile app. These things are supposed to reflect changes in real time.


key: chroma:document
string_value:
When I had just graduated college and commissioned, I was moving so I did a loan through USAA. If I could go back in time, I would have never taken it out. I had to go through so much just to get someone to actually help me with getting the loan. Every time I would call, I got taken around in loops just to get the loan. Getting the loan required me to open an account with them. One day, while I was out, they mysteriously shut my card off. I called them several times to get the issue taken care of and again no one was able to help me. After a week, I finally managed to get someone to help. Once I finish paying this loan off with them, I AM DONE WITH USAA! I STRONGLY RECOMMEND TO ANYONE WHO IS READING REVIEW TO STAY AWAY! THEY ARE A TERRIBLE ORGANIZATION!


key: chroma:document
string_value:
Worse customer service I have ever encountered. Opened Checking & Savings account 1 month ago. Still have not received checks ordered same time opened account. With apologies from two different representatives on two separate calls, I still have not received correct check order. That's just one simple issue I have experienced. Don't know how people can be confident in the handling of their funds by these goofballs. Closing all my accounts with this poor excuse of a financial institution, especially after reading all of these complaints from customers that have experienced far worse than what I have gone through.


key: chroma:document
string_value:
I have been with USAA since 2001 and have been a loyal customer since then. What happened recently made me so disgusted with them as I have never experienced this before. I opened a checking and saving account around May of 2016. Approx September or October I attempted to transfer 200 dollars several time and the app makes mistakes and keep telling me bank administrator. I had money in my account, and I was dealing with a health problem so I did not call them right away. Well when I finally decided to call them they told me that my account was charged off. I told them "How could that happen if I had money in my account."


key: chroma:document
string_value:
My son signed up for a checking and savings account with USAA when he joined the Army. Upon signing up he gave them permission to take a total of $50 out of his joint account with me at huntington $25 to start each account... Well he's goes to boot camp unable to have any contact with me or anyone from the outside world and I notice they took $50 out twice and $25 out 4 times. 


key: chroma:document
string_value:
In six years of banking with USAA I cannot remember ever overdrafting. I know what I have in my account, and if there is an issue I deposit to cover it or I move money from my savings over to cover it. Lately, they have been shuffling transactions. Yesterday, I checked my account balance while at Target on my mobile app. I had $620 in there. I spent $100. I knew my car payment was scheduled, so I went home and moved $98 from savings to checking. I had $718 in my account when I went to bed and $0 in my savings.


key: chroma:document
string_value:
We have a checking account with them. We direct deposit our paychecks but sometimes if we need to put cash in the account we will use a money order. They place a hold on your funds. They are the worst bank I have dealt with. We cancelled our car insurance, homeowners insurance and are in the process of closing the checking account!! Don't bank with them. To think they are a military bank too!


key: chroma:document
string_value:
I have a BMO (Bank of the West) credit card, and have used it in many instances for purchase protection. I was recently scammed by a seller on ebay, who substituted a purchase with a cheap alternate. I tried to file a dispute with BMO, and was refused because that is not considered "fraud." Switch and bait and any other known criminal activity is ok with BMO, just as long as it does not fit their definition of fraud. The phone help, especially Tina Slocum, was dismissive and annoyed. She could care less. I sent all the info requested, and she shut down the case. The BMO master card will not offer you any protection. If you are using it for that reason, don't bother.


key: chroma:document
string_value:
The bank tellers and the branch manager at Bank of the West in Arcadia, California cannot keep customers' confidentiality. They gossip and create major problems in companies and accounts holders. You cannot trust your personal information with them.


key: chroma:document
string_value:
I paid OFF my card ($1,087.00) BEFORE the due date 0n 1 JUNE 2023 and they won't credit the card until 9 JUNE and the money was taken out of my account TODAY 2 JUNE 2023!!!! This is the same bank that was taken over by a US/CANADIAN bank after it folded!!!!


key: chroma:document
string_value:
I went to the bank and closed my account. They said the account is closed and gave me a final check that would zero out the balance. A month later I got notice from Bank of the west charging me insufficient fund for trying to send money to my mortgage company and other creditors under banking online auto pay. Not to mention all creditors were charging me for sending money for sending them insufficient fund checks. Went to the Bank of the West, talk to the manager, asking them why they are still sending out checks on an account that was closed a month earlier. She told me they have corrected everything and I need to pay them $47 under overdraft protection. Again a month later I got a letter from creditors that Bank of the West was sending them check and rejecting it for insufficient fund. Now the creditors are charging me again for sending them check with insufficient fund.


key: chroma:document
string_value:
I was charged a late fee for an additional payment that I made. Instead of reversing the late fee, they went and reversed the next payment I made & I still have not received the $$ back in my account. Nobody seems to know what happened and even though I can see all of the activity on the loan site, they swear there are no late fees and nobody can explain why they reversed my next payment and why it has taken over 2 weeks and I still don't have the money back in my account. I will NOT recommend this bank to anyone.


key: chroma:document
string_value:
BOW this is the second chance I have given to earn my business and you have failed. I thought by now you would have worked out your very clunky HELOC process. Other companies are blowing you away. In 2016 I had the same experience of overkill and redundancy to the point I moved my entire mortgage away from you. After weeks in chaos I started over with Amerisave and was done in 6 days. For now you still hold my checking, savings accounts (4 in total) that I only keep because of my relationship with my personal banker. BUT I can't say I feel safe in your hands and I don't foresee that keeping me here much longer. Streamline your application process, know your customer, stick to timelines.


key: chroma:document
string_value:
I received a mail from the Bank of the West for a balance transfer. I applied for the card and requested a balance transfer of $7200 on January 9. The money never came but the Bank of the West was withdrawing money from my account on February 9 and March 9, $225 and $218. When I called, the representative said they cannot refund money but will reissue a check. When I called the second time, they put me on hold for an hour. They stole my $443 and refuse to refund. If this is not a thief, I don't know what is.


key: chroma:document
string_value:
I wanted to call ahead (day before). I purchase something that is more than my spending limit. Supervisor says I need to call the exact day to let them know. I said I will be too busy to call the day of so I wanted to call ahead. Supervisor says it's their policy that I need to call the day of the purchase. I said, "It's for a doctor's procedure and I won't have time to call tomorrow." I asked him to provide me that policy but he says he could not cause it's internal. How would people know it's their policy if they cannot even provide that policy to us. I'm just trying to use my own money. It's not their money! They are treating your money as if it's their money. Wth. All I needed was money for my doctor's procedure and now I'll have to find time tomorrow to call knowing I'm going to be very busy. Don't bank here. My other bank already approved my limit increased as of yesterday. I will likely pull all my money from this bank.


key: chroma:document
string_value:
Bank of the West worst customer, my account was overdraft on 01/24. I have money Zelle to Bank of the West to cover overdraft. At 3:11pm bank charge me $35 saying cutoff time was 3pm so money post next day. After calling to complain Bank of the West charge me another $35 for overdraft on 01/25 for the overdraft charges, try getting in touch with CEO Nandita Bakhshi in SA but no phone number to contact headquarters. I contact the Better Business to further investigate.


key: chroma:document
string_value:
Have called their customer support line multiple and their hold time is more than an hour. I went into one of their branches, but denied service and told to return another day because they were too busy. I called their headquarters and this rude female picked up the phone and refused to provide her name saying she can't give it out. I was told to call another number. I spoke with a male who also had an attitude. He said he'll have someone from their management team give me a call. This is unacceptable. I can't believe this bank operates this way. It's a shame they operate this way.


key: chroma:document
string_value:
I have been a client of this bank since 2017, I have an auto loan with them. I had never had a problem until now. I make a payment every month, I have a couple of years making the payment online. Earlier this month, when I was about to make a payment online, my account said I had no payment due and that my next payment had to be done by 1/19/2023. I thought it was weird, since I didn't made a payment since November. It was like a week before Christmas so I decided to call Customer Service to verify this was true. Their representative confirmed it was true and had told me that my next payment was due in January. I asked why was that if I didn't make a payment in December and the Customer Service told me that I must of made a payment for more than the amount due before and that was probably why I didn't have to make one. 


key: chroma:document
string_value:
On November 28, 2022 I went in to a Bank of the West branch to deposit a Required Minimum Distribution Inherited IRA check into my savings account with less cash back. It is drafted in my name including “beneficiary” and my late brother’s name. I have done this every year since my brother's passing in 2011 and had never experienced any issues or refusal. But this time, the teller pointed out the fact that it was drafted as such, she needed approval from management. So, I was agreeable and she went to seek approval from a supervisor. Unfortunately, she came back and told me that the supervisor had refused to authorize it. 


key: chroma:document
string_value:
Worst bank to work with! DO NOT FINANCE WITH THEM! We paid off a loan held by Bank of the West for a boat purchased. Have been requesting paperwork for over 90 days to get the US Coast Guard documentation deleted from the vessel. Bank of the West has not complied with our request after weekly phone calls, emails and faxes. It should not take over 90 days to fill out 1 piece of paper! Completely unacceptable banking practices.


key: chroma:document
string_value:
After being a customer for 1.5 years, I received an obscure document stating that I was under investigation and not explaining the reasons. Some questions were really suspicious without context, others did not make any sense. Upon completion of the document, the money disappeared from my accounts, and I was refused the service with no explanation. The employees were rude and the management was unresponsive. I felt insulted and humiliated. I will never trust this bank again with my finances. I have reported them to FDIC.


key: chroma:document
string_value:
I have dealt with Bank of the West for 3 years now. I make my husband’s loan payment for a camper he purchased while on the road. They won’t set up automatic draft for the payments and reaching someone to make a payment is a nightmare! If you reach a human, they say it’s a different department and transfer to someone who doesn’t answer and returns your call a week later so you can’t get paid off because of the late fees they add. It operates like there are only 2 employees who don’t communicate with each other at all!! Do NOT use this bank for anything!


key: chroma:document
string_value:
Date: 10/12/2022 We have been business customer of this bank for over 35 years, and we have multiple accounts with high figures. We are a small business we international and national sales. Out of all accounts, one checking account is used to interact with the outside and the rest are either strictly CC accounts or saving. On 9/16/2022, the bank put a hold on our main checking account due to fraudulent deposit, and this happened when I and another person on the accounts are out of town. This caused a huge disruption to our payments to our vendors and services; since we were locked out of the account and unable to access the online banking to make payments. Some of our vendors and service providers put us on prepayment.


key: chroma:document
string_value:
7 weeks since they accepted our check to pay off our motorhome loan and no title. We have called 7 times and are still waiting. I have financed over 20 vehicles in my life and have NEVER had this much trouble getting a title and the best is they will only send a release and I need to pay to do title work in PA. DO NOT USE THIS BANK for any reason unless you want the runaround and get no resolve to problems and weeks to waste.


key: chroma:document
string_value:
Worst bank ever! The customer service is very hard to reach and they need a week to answer a simple message. My debit is going to expire very soon and I didn’t get a new one. I contacted them several times but they lied to me. They told my new debit card will arrive the first week of the month and a week after it was the 10th and now they don’t even know if I’m going to received my card before the old one expire. I told them that this card is link to bills and that I would not be able to pay because of their incompetence. I don’t even have a credit card 'cause they forget to send me a new one. I keep asking them when I should get my new card and the answer is, "We don’t know…"


key: chroma:document
string_value:
Bank of the West has been a nightmare! The bank is so poorly managed and they are crooks. I would steer away from Bank of the West if you value your money. They charge fees on our accounts without reason nor services we signed up for to line their pockets. They lost their rights to use Zelle due to their own fraudulent behaviors costing us since we now cannot collect monthly revenue for our business via Zelle. They lie, cheat and should not be trusted. We recommend banking with the MOB before ever choosing to do business banking at Bank of the WILD West because, you will be sorry like we are for taking our business banking here. 


key: chroma:document
string_value:
I have only had an account here for about 6 months. First I deposited a check into an ATM at one of their branches. The next morning I look at my account online and instead of there being the amount on the check available to me, it was negative the amount of the check I deposited. When I called customer service and put on hold for 2 hours they said it was an IT problem and they said hopefully it would be fixed but they didn't know when. It was fixed 2 days later. Then, I lost my debit card, called customer service again 3 times in a month to have them order me a new one and I still have not received a new debit card.


key: chroma:document
string_value:
Had an account for over ten years. Recently changed mobiles to Apple - both IPad and IPhone. Trying to use the mobile deposit has resulted in abortive phone calls and repeated log-ins and verification. Visited the local branch that is still functioning to find a notice ‘Temporary Closure’. Every time I try to access the Mobile app on the website it informs me that the sessions has timed out. One of the worst banking experiences I have had with any bank.


key: chroma:document
string_value:
I have been trying to pay off my loan. They took the money but are giving me the run-around about getting my title. Every Time I call they tell me a different time frame. This is very bad business. It is so frustrating. I will never get a loan from them again.


key: chroma:document
string_value:
We recently paid off our car loan with Bank of the West. The Bank of the West decided to retitle the car in a different state then our home of record and original title of the car loan. We are military and our original title was in Oregon as is our home of record. We have all of our cars, travel trailer etc in Oregon. We purchase all of our cars etc in Oregon, however The Bank of the West has decided to do commit banking negligence and malpractice by choosing to retitle OUR car where THEY wanted it titled. The Bank of the West did not call us, did not inform us this would be done or that this was a policy of any kind. When we called to try to clear this matter up, they simply said "sorry, we can't help you, you are are on your own." So basically The Bank of the West got their money, and we paid them off early by the way, and then decided to intentionally do harm to their customer. That is the very definition of bank negligence and malpractice if you ask me.


key: chroma:document
string_value:
Bank of the West's incompetence is costing me money. A few times over the past years I missed payments BECAUSE I NEVER GOT A STATEMENT. They blame USPS but I never had this problem with other cards. This also doesn't explain why I never got email reminders for the same months. This happened again last month - but then my bank account disappeared off their system so I COULDN"T make the payment. I told them about this and it never got resolved. Fast forward to this month. I STILL didn't receive a statement (in either paper or electronic form), but now I am "delinquent" because their web site STILL won't let me make a payment!!! The cherry on top - they will not credit the fee/interest even though this is their fault. Slick way for them to make extra money...


key: chroma:document
string_value:
Since I upgraded my iPhone 6 Plus to iPhone 13, the Bank of the West Mobile Deposit App does not work. On May 3, I deposited a Business Check in my Savings Account in the amount of $5,300. It was accepted, got an e-mailed confirmation. Unfortunately, the amount was not reflected in my account because the same amount was debited. To make the story short, I ended up depositing the check to a nearby bank after talking to the Manager. I was told they were understaff and that the mobile deposit was treated like it never happened. He said to mail it or deposit it to another bank.


key: chroma:document
string_value:
Is this financial institution a complete joke? Should others be concerned that this financial institution is not backed by the FDIC? Can we assume that this financial institution is purposely ripping off its customers to make money in this troubling economic time? This bank has systematically drain my accounts over the course of three months for no reason per hidden overdraft protection fees and other hidden payment systems that they do not tell their customers about. This bank is easily compromised through security and for that reason alone I do not trust anything this bank has to offer in the least and if I were you I would take all your money out of it immediately. Bank of the West has made my quality-of-life exponentially worse in less than five months of having this Bank. If you are considering Bank of the West please use another-federally backed- financial institution.


key: chroma:document
string_value:
I opened an account with Bank of the West because they were offering a $250 sign up bonus after 90 days with direct deposit and because I was taking a trip to Mexico and I was told that to buy Pesos I would be charged the current days mid-market exchange rate plus an additional $17 for processing and delivery. Then on the day I went to order them they overcharged me by about $130. Then, when in Mexico I tried to establish a transfer from my prior account with another bank to the BOTW account. It was flagged as fraud and my account was frozen because of the Mexico IP address. 


key: chroma:document
string_value:
I went online to my account, it said I was locked out. I had them send me a code. It said wrong code, resend. I had them resend the code. Again, it said wrong code. I called the 800 number. I was on hold for 30 minutes. When she finally answered, I asked her if we were disconnected would she call me back. She said, "No, we don't have that ability." Then she tells me she would have to transfer you to online services. The message came on saying the wait is 60 minutes. I had to hang up because I had to leave. I called back this afternoon, after waiting over an hour on hold a voice came on saying sorry we cannot help you, call back. UGH Worst customer service ever!!!!


key: chroma:document
string_value:
Rude for sure! After speaking with someone about a late payment to let them know I made it online I asked a question regarding the posting of that payment so calls would stop and lady said, "I just explained all that to you so have a nice day or evening wherever you are!" Wow I just needed clarification because the call was breaking up lady! I will be so thankful when this loan is paid off and will never use this bank again!


key: chroma:document
string_value:
I wish I read reviews before I opened account with them. Bottom line, please stay away from them. I cannot access my account. I cannot get money transferred out. As others mentioned I was on hold for hours and not much help you get there either. You need to go to branch. The teller in branch is so useless and they have to call in and not able to assist you at all. This was my experience as of March 24, 2022. For your own sake please stay away from them.


key: chroma:document
string_value:
I had problems from day 1. This is absolutely the worst bank. Who is the CEO. Please hire more employees. I don't want 45--60, min wait when I call to inquire about my money. Do it right or don't do it at all. When you have a scheduled transfer don't deviate. My is are so unreal. I was disappointed With the banking commission. CEO should be ashamed of the work. Automated call distribution manage your service level. We don't care about clients you won't finance. I got solution. Hire me as CEO. I will elevate this bank to 1rillion in assets inside 5 years. This most recent issue started with external transfer initiated on March 16th 2022. Spoke to rep Friday March 18th lied. Said it would arrive on monday March 21st. It Did not. Branch manager he lied. Said back office is processing by midnight meanwhile the date of arrival 03/23/22. Why the jet eye mind trick. Be honest with your customers..something Bank of the West needs to practices.


key: chroma:document
string_value:
I just paid off my Bank of the West Home credit line I've had for approximately 5 years or so out of escrow from a new loan I took out on my home. B of the West although paid by wire in full on the first of Feb, failed to record the payoff and continued to call me that the loan was past due. Weeks of this went by without them recording the payoff and they continued to call and mail me.


key: chroma:document
string_value:
We had a commercial loan with them and when the term was coming up, we didn't receive a single notice about it or asked if we wanted to refinance. Out of the blue, we get a letter stating the FULL BALANCE of the loan was due. We were on monthly autopay this whole time so wasn't expecting this at all. Then after receiving the notice, we get a call from the bank asking if we wanted to refinance. A bit late since they were already planning to charge us huge late fees! All the paperwork to refinance would take weeks or months while the interest and late fees keep adding on. Luckily, we had enough to pay off the loan. If we didn't, Bank of the West would have caused us financial ruin.


key: chroma:document
string_value:
I would never do business again with this bank. They are very incompetent and their customer service is terrible. I bought an RV with a loan from them in November of 2020. I paid off the loan in May of 2021 but I never got the plates and title. Every time I called they said they were working okay. In December of 2021 after calling every month about it they said they could not get it done and they sent me all the paperwork for me to handle it. I did at that time registered it in a different state. It took multiple calls and talking to different people for them to understand that I was owed money to my name from the tax and title fees. They kept telling me I had to find out from Essex (it looks like they bought that bank and they handle the RV loans from them). They made me call them and of course they said I had to talk to Bank of the West not them. 


key: chroma:document
string_value:
I got two letters from them that I was preapproved for their credit card. I applied and later got a refused letter from them. Told me the reason is "Unable to Verify Identity of Applicant" with a report of my credit score over 800. How they got my credit score without having my identity? I called the number on the refusing letter, could not get through for choosing the options were told on the phone. I called the number on the preapproved letter that was credit department. They could not gave me a reason and transferred me to a different department which was not related. This department told me they would transfer me to the related department then the line was cut off.


key: chroma:document
string_value:
Having great credit I signed for a 20 years RV loan at 7.5%. It has been 14 years and after paying my normal payment every month I'm told, "We never received your payment." After telling several people that I made my payment it was deducted from my checking account on Jan 19th. I sent them proof of payment last week because the email that was given to me couldn't be delivered after several attempts. What is wrong with you people???


key: chroma:document
string_value:
I don't recommend this bank to anyone. I had someone send me money on Zelle and it was sent to Bank of the West and they can't find the money and when you call customer service you're on hold for hours and I mean that literally hours I hung up to call right back got a rep that opens new accounts. But she couldn't help me like you would think if ya'll need help In that area they would help but no. I got placed back on hold. Oh and I can't access my account and no one can tell me why. Worse mistake opening a account w/ these folks. Waste of time and money because when you need help you damn sure won't get it. I repeat do not use Bank of the West.


key: chroma:document
string_value:
Let me start with some background. I live in Wyoming, small town. They closed the branch where I live as well as the branch that I opened my account at. I had an account that I forgot about, small $185.00 Savings Acct. so I received a letter stating I needed to make a deposit or close the account (in so many words). So... I call the corporate 800 number to close the account. Now mind you, like millions of others I work all week so time is kind of limited. Day 1, I call and wait for 42 minutes for someone to answer before I need to hang up to attend to my job. Day 2, I call back, wait for 26 min. before again, I need to hang up to attend to my job, I call a second time that day on my 30 min. lunch, on hold for 31 min., no one answers, I need to hang up to attend to my job.


key: chroma:document
string_value:
I hate this bank. Worst customer service, I’ve been trying to register my trailer for the past 6 months! And they haven’t released the paperwork to the DMV. Wait lines to speak to someone are way too long. Find another bank. I bet if I stopped making payments they would call me in a heartbeat. Ridiculous that I’ve been dealing with this for so long.


key: chroma:document
string_value:
I went to my local branch to close my accounts, which took over an hour. I requested a written letter stating that I closed my account. They thought it was as a silly idea and told me not to worry that my account would close the next business day. It has been 2 weeks and my accounts are still open. I have written two letters to customer service through the app with no response and have tried to call, but am on hold until it finally rings only to be greeted by silence and then I am hung up on. I really do not know what to do at this point. Bank of the West is holding me hostage. Soon I will be charged for no active deposits. If you complain using social media they just block you and do not help.


key: chroma:document
string_value:
And it's steadily gone downhill. Initially it was a smallish regional bank with great customer service, convenient locations, and low to no fees. They were my choice for my first credit card and then my very first mortgage. Then they got bought up by an international bank and that's when things started to go south. First it was little things like increased fees on what used to be "free" checking. Then longer wait times for telephone support. Then reduced hours and closed locations. Lots of little annoyances that added up to a poor experience.


key: chroma:document
string_value:
Terrible. My husband and I have been with them since 18 for business/personal. Rose at the Holbrook, AZ branch is the only reason we have stayed this long She is GREAT, deserves a BIG raise. Every other part of the bank is useless. $9 to use an ATM that isn't theirs but guess what- they have 1 branch in a 4 hr radius. $12 monthly fee. And my absolute favorite banking feature is that they LOVE to your turn your cards off for suspected fraud for the most minuscule things. Tried to send my sister in law a small sum of money ($50), fraud. Went on an outdoor day trip with my kids 3 hrs away where phone service is minimal, fraud. Spent 5 HOURS on the phone that day trying to get my cards back on while running out of gas in an area I wasn't familiar with. Alternating between turning car on and off because... it is 100 degree SUMMER in Arizona and I had 4 children under 10 in the car. 


key: chroma:document
string_value:
Terrible, sexist management. I thought that because this bank was headed by a female CEO it might be different. Not so. First, the manager canceled my first scheduled appointment to eat his lunch in the conference room. (I could clearly see him through the glass). Then the manager actually questioned whether or not I as a single mother could open a child savings account with my surname. After setting up the account, he actually wrote me to ask me to re-prove she had my surname with a birth certificate. Oh, and this was after we had had a tedious hour-long appointment in which had been told my entire employment history as a Ph.D. professional and all my financial history as an independent woman who owns her own house. Even so, he wrote me the next day as Mrs.


key: chroma:document
string_value:
I paid my automobile loan off over a month and a half ago and still have not received my title. I tried to call and got disconnected 3 times then was on hold for over a half hour before I hung up. Still trying to find a way to contact someone. Since my loan is paid off, I no longer can access any information I need to try to get through the options faster.


key: chroma:document
string_value:
AVOID THIS BANK!!!! They don't care about their customers, their wait hold times for a customer "service" rep are absolutely outrageous - almost an hour every time!!!, They aren't FDIC insured or back by any federal reserve and they WILL in fact charge you any fees anywhere they can. With all the wonderful online only banks available today who do NOT charge any fees whatsoever there is no longer ANY reason to deal with this corporation!


key: chroma:document
string_value:
No option available to customers to pay more on auto pay; it's either the minimum or last statement balance. We want to pay more than the minimum due. BoW is QUICK to take your money but extremely slow to respond to emails or phone. Additionally, 823 credit score and $500 limit!! 4 other cards we have, all 4 are well over $35K limit each. 2 have 0 balance.


key: chroma:document
string_value:
BEWARE, Bank of the West has ABSOLUTELY NO CUSTOMER SERVICE WHATSOEVER! THE WAIT TIMES ARE RIDICULOUS and if you do get through there are scripted answers to your questions. Good luck getting a title issued if you pay off a loan. HORRIBLE BANK TO DEAL WITH!!! Will NEVER go near them and if you are smart, you never will either.


key: chroma:document
string_value:
Last week I made a deposit in person with the teller at the Beverly Hills Branch: the bank itself looks like a dark studio set in a scary movie; across the Hall from Citibank… The employees working there are demure, uninviting… If the ATM was working I’d never enter the branch… Yesterday I was on hold for 50 minutes trying to talk with a rep about a $35 charge to my account: I was explained that was an error and as a courtesy the charge would be reimbursed. I did not write a check, nor should an erroneous charge be “courtesy return”… best part is the employee on the other end started to cry…? Bank of the West seems to have an unbelievable amount of 1star ratings - it’s actually shocking! Stealing money from your entrusted consumers is not acceptable… (no, so far the missing $35 have not been returned).


key: chroma:document
string_value:
IMPOSSIBLE TO GET CASH BACK AT $25, ARDUOUS AT BEST and they don't honor the category promised at the 3% level of reimbursement....Also getting the cash back is a joke. It's has to be ordered via outside vendor....BEWARE OF THIS BANK CARD


key: chroma:document
string_value:
We have a 5th wheel trailer financed through them and it is horrible. Your monthly payment goes to interest and hardly anything to principal! Don't ever use them for a loan. We will never pay this off!


key: chroma:document
string_value:
This company has a real problem with access. My online service wouldn't allow me access. I called the phone tree and was put on hold for 40 minutes until I just hung up. I called my local bank and they just connected me back to the phone tree, where I sat on hold for 30 minutes until they told me that I would have to call back before 5:00 tomorrow because this is a business account. I can't get help from them by phone, computer or in person. We are talking about MY money. I need professionals. Time to switch. NOTE TO NEW CUSTOMERS.... RUN.


key: chroma:document
string_value:
I opened a checking account on a Wednesday and had to wait until Monday for my enrollment to complete in online banking. I tried calling on Friday but hung up after being on hold for 90 minutes. Called Saturday morning and was on hold for 9 minutes. They need a call back option if the wait time is more than 3 minutes. Agent sounded extremely weary, like he'd been yelled endlessly by angry customers but he told me right away I would get an email by Monday at the latest to confirm my enrollment. I got two emails on Monday, 1st to confirm my enrollment and an hour later to apologize for not being able to enroll me (?). Webpage & Mobile app likewise gave me conflicting messages. They're a lot better than Citi. (I couldn't log in to Citi webpage & mobile app for 18 months until a year ago)


key: chroma:document
string_value:
Wait times to talk to someone are so long one finally gives up. That has to be their plan. I spent literally hours yesterday trying to talk to someone. After hours of waiting, the woman said she would have to transfer me. She did so & no one ever answered. I have never dealt with a worse financial institution in my life. I have accounts with a bank and two credit unions all have great customer service. As I write this review I have been on hold for 45 minutes. Still no end in sight. I will pay off this loan early & never deal with this bank again.


key: chroma:document
string_value:
Do yourself a favor and find another bank to deal with. I have called and left seven messages with the person handling the loan (Ken). I’ve also left two messages with two different supervisors. It’s been two weeks and I haven’t had a single person ever call me back. Maybe if I was borrowing $1 million they would call me but maybe my $75,000 is just not enough for them to want to help me. They will absolutely not call you back and by far have to be the slowest bank I have ever dealt with in my life. It took nine days to approve a loan with a great credit score. By the time the loan was approved the seller grew impatient and sold the boat to someone else Which I can’t blame him because I wouldn’t wait nine days either. So thanks to Bank of the West for me losing out on something we have been wanting for over seven months and searching high and low to find.


key: chroma:document
string_value:
The overall experience if you need to communicate with BOW for any reason is just atrocious. I paid off a Jet ski loan and was told it would take 7-10 business days for them to get the electronic lien release for the title, that took 85 minutes of hold time to get that answer. Day 10 I call to check on the status and now the time frame is at least 10 days, that was two on-hold times of 35 minutes and 45 minutes then I am suppose to call a different number. Day 12 they blame it on the state. There is more but it just reinforces what I said in the beginning, absolutely terrible customers service and almost impossible to contact. Never Again!!!!


key: chroma:document
string_value:
My husband and I purchased an RV, the initial process was slow and the contact person would not answer calls or emails. We finally got the paperwork and go ahead to purchase the RV after weeks of delay. Long story short it has been almost a year since we bought the RV, we still do not have any title papers, license plates or registration with California DMV. This is a process that was to be handled by the bank. When I tried to contact their Nebraska office that handles RV registrations I had to leave numerous messages and emails were never returned. Of course they always try to blames it on COVID. But please!! A year later and we are still working on this. DO NOT use this bank for an RV loan.


key: chroma:document
string_value:
Worst bank ever! Incompetent loan officers, impossible to communicate with and at age 71 and an 800+ credit score, an RV loan with huge down payment shouldn't be any problem. Unfortunately, that was not the case. Avoid this business unless you have NO OTHER CHOICE!


key: chroma:document
string_value:
I have been a customer personally and through my business for approximately 22 years. I have endured many mistakes such as the most recent $150,000 bank error. Managers failing to properly close accounts and hours on hold trying to find out what is happening with my account. Yet I decided to apply for a HELOC loan with BOW because I had been with them 22 years. I have excellent credit, a high excellent fico score, minimal debt (car loan just to keep credit up), cash and assets. I applied for 37% of the low end value of my home. After countless requests for information they already had, being sent packets requesting signatures and legal documents that later I was told to dispose of they finally called me with a counter offer. We were being offered 3.1% of our home value. I am insulted, outraged and quite disturbed.


key: chroma:document
string_value:
I recently paid off my RV loan with Bank of the West. As soon as they received the payoff, they killed my online account. Wondering what happened to my RV title after the loan was paid off, I have been attempting to contact someone with a heart-beat to determine where they sent my RV title. For over two weeks now I have been trying to contact Bank of the West Customer Service for this issue. My god, what a stupid company. It seems like they do EVERYTHING they can to avoid talking to you. This starts out with one of the most onerous computerized phone trees I have ever experienced. Once you navigate their phone tree, you are put on hold for hours with no one ever answering your call. They have NO email customer support, no chat customer support, only their ridiculous telephone system that nobody ever answers. Never again. I will never do business with Bank of the west again. EVER!


key: chroma:document
string_value:
I bought a RV in December of 2020 and had no say in who financed it. This is the worst bank I have ever dealt with. I paid the loan off in early March, 2021. They received payment but held the check and charged interest for the days they had the check. I overpaid and figured like most reputable institutions I would receive a refund. They finally sent my refund the middle of April but kept all but $6.50 of my money. I don't believe this is legal, the date the payment is received is the date the interest should stop not when they get around to processing it. NEVER doing business with BANK OF THE WEST again, as far as I am concerned they stole money from me.


key: chroma:document
string_value:
Our car loan was paid off 2 weeks ago. Our buyer is still waiting on car title. Repeated phone calls several days over an hour each... Today one hour 53 minutes so far!! Cannot speak to anyone at this joke. Impossible to reach even online. Will NEVER, EVER do business with this company again. Eventually, they hang up on you. Does not say anything good about their company, their high interest rates, or California in general.


key: chroma:document
string_value:
BANK OF THE WEST CHARGES YOU .50 JUST TO CHECK YOUR BALANCE AT ANY OTHER ATM yet, theirs are down. I closed my Savings account, because they were charging me TO HAVE IT! I withdrew all of my Savings and switched to Veridian because they actually PAY ME to use my money. Stay away from Bank Of The West, they are getting as bad as Bank Of America. I have been with BOW for over 20 years.


key: chroma:document
string_value:
I have been trying to get a loan through Essex and it is like I am bothering them to do business. That's if you're able to even get someone to answer or respond to emails. I am currently on hold now for 58min waiting to cancel the approved loan. Jim ** was my agent and he has no desire to help his customers. He is in the wrong business. I asked customer service if I could swap agents and they wouldn't allow it... I have swapped over to New Coast Financial Services and what a breath of fresh air. Samantha is taking care of everything! Please don't waste your time with Essex or Bank of the West.


key: chroma:document
string_value:
The Bank of the West has not completed DMV paperwork and I have not been able to use my trailer I bought for 8 months. I have called the bank over 35 times and on hold for over 40 hours and hung up on over 11 times. The DMV paperwork is still not completed.


key: chroma:document
string_value:
Bank of the West charged me a $35 overdraft fee caused by their system error. When I contacted them, Bank of the West tried to cover up their mistake by claiming the $35 fee is a service cancellation fee caused by my operation to cancel a transaction. They insisted that I clicked the "cancel payment" button in my account so I should be responsible for that charge. But I never clicked that button, and my online banking message clearly states that the $35 is an overdraft fee, not a cancellation fee. Then Bank of the West threatened to close my online banking account for security reasons because "if I did not click the stop payment button, some hacker did." In short, the Bank of the West lied, insulted, and threatened a customer for a $35 fee caused by the bank's mistake.


key: chroma:document
string_value:
Do not consider for one fraction of a second conducting business with this so called bank. This "Bank" is a joke. Sadly the joke is on you, the customer. You'll have endless issues with these incompetent, careless and reckless people. They NEVER answer calls or return email correspondence, hold time in excess of 1.5 hours is the norm with this joke of a bank.


key: chroma:document
string_value:
Playing games such as website difficulties, website down, so that you can't pay your bills then it goes to the weekend. So then you have to call on Monday to pay the bill and they charge you interest for their scam on those down days. This happens repeatedly and this is just one way they take your monies. In the five years I have been with them the interest on the loan has not changed and when repeatedly asking them for a amortization schedule they continue to deny me one. I am paid up seven years ahead of time on a 15 yr note. Need to find others and put in a Class Action Lawsuit against them and sue them! Few other issues as well placed using the Better Business Bureau and have shown the BBB their caught red handed lying. I'm sure others have faced others scams from them as well!


key: chroma:document
string_value:
I have interviewed 2 financial services and found BOW to offer more options and higher earnings in their portfolios. Their personalized service helped me to understand the whole process better. My advisor took the time I needed to understand the difference between their product and others. The only concern I have is they don’t have much data on their ethical portfolios.


key: chroma:document
string_value:
I've been a client for far too long due to laziness. This bank has so many fees. It's ridiculous. They make account changes and then you receive a letter 5 or more days after. I don't know why anyone would bank here. I'll be finding a new online bank that takes care of business properly.


key: chroma:document
string_value:
I called Bank of the West to inquire on how to close out an account. I was on hold for 51 minutes, then the phone system disconnected me! Prior to doing so, a recorded message came on that said "We are experiencing difficulties, goodbye." I have screenshot of recorded call from my Ooma dashboard, if this will let me post a picture.


key: chroma:document
string_value:
DO NOT GET THEIR CREDIT CARDS. 15 days to post payments, 3 days to post charges, $500 credit limit, and they expect you to spend $1500 in 90 days to get intro bonus. My credit score is 800 and they only give me $500 credit limit. Do the math, not worth it. Please do not expand their customer base.


key: chroma:document
string_value:
I have had nothing but trouble with this company. I have only had this loan for a few months. You can never reach a real person, payments will say they can't process online or through the app and will still be taken out of your account but with no payment confirmation, they say they have to refund through a mailed check over a several week period instead of refunding the money to the bank account it came from which they refuse to mail out before a one week waiting period. There is always some problem with paying online and every representative you talk to will have different information that doesn't match what the last person said. Their APR is unusually high. They will sign you up for automatic payments without permission. I thought Bank of America was bad but this place is the absolute worst. I plan to refinance as soon as humanly possible to escape. Don't make my mistake.


key: chroma:document
string_value:
This bank prefers mail in claims which take up to 30 days to process. Very frustrating because we are in a fast pace technology driven society so when your money is held up because of paper mail it’s sad.


key: chroma:document
string_value:
I had an RV loan with this company for 12 years. During the great recession, I lost my home and asked them for temporary assistance with my loan. They refused any assistance and were extremely difficult to get through to (no email, no chat option, long phone wait times, bad fax numbers). When I finally paid off this loan, my auto payment sent an additional payment of $1800 dollars of overpayment. This payment was deposited and never refunded.


key: chroma:document
string_value:
Bank of the West keeps saying I owe them money on my loan but I have made every payment on time and then some. I have all the receipts and have even sent them to them but they never credit my account and it shows on my end they cashed them. I have tried to make online payments and they have don't go through. I tried to set up automatic withdraw and they said I can't do it with my bank but then randomly pull the money out. They have destroyed my credit even though I have made every payment on time and I can prove it but no one will investigate it. I call every day and get told someone will call me or they are looking into it but nothing ever happens. Most incompetent and unprofessional bank.


key: chroma:document
string_value:
Recently I noticed that every time when I make a phone call to take care of an issue the operators have very bad customer service. They have an attitude on the phone; simple things like changing a pin they take 45 minutes to do. Then they couldn’t figure out how to do it. Until I decided to basically tell them I’ll just do it myself on the self-help automatic phone system. I don’t know what it is but they seemed to really be good at first but not anymore. The bad attitude over the phone and the over the phone customer service is not very good anymore.


key: chroma:document
string_value:
I paid off my loan early by 1 year and I was never more a few day past my payment date so they added 25.00 every time. Well they put this money into a special employee savings account. At the end of your loan you have to pay every 25.00 that was add into this account before they release your title. They never tell you this until the loan is paid in full.


key: chroma:document
string_value:
I have a lease with Bank of the West for my 2016 FORD F-150, I have not been able to re-register it here in the state of Kentucky, not due to any fault of my own, Bank of the West has failed to renew paperwork with the state and pay back fees due to the state not related to my truck. So now the state of Kentucky has put a block on any renewals with any leases with The Bank of the West, I have spoken to a AVP with the bank with no results, and now she refuses to return any of my calls. So I have paid off the lease, and the residual via an ACH payment and they claim I have not, so now they have 31k of mine and not applied it to the lease and the residual and send me the title so I can transfer it to me and register it. Never again will I do business with this bank.


key: chroma:document
string_value:
Goal: I wanted to open an account with a bank that had a local branch. Week 1. I went in person to the local branch to open the account on a Saturday. The banker advised me it would be quick and easy to open it on-line. Later that day, I used the on-line application process. At the end of the process, I received a pop-up that stated it would take 3-5 days to verify my identity. So, not quick. On Thursday I received a brief e-mail stating additional information was required and a link was provided. The link took me to a webpage that did not ask for any information or indicate anything was needed. So, not easy.


key: chroma:document
string_value:
I have a loan with this bank for my motorhome. I had no choice in the matter. I immediately set up auto pay. No problem. UNTIL I wanted to send more $$ and have it applied to the principle. Well, shame on me for going to the website and setting up this second monthly payment. Guess what? It IS NOT being applied to the principal. And I am unable to cancel future second payments via the website. It is not even visible in my account info. So I sent a message via the website to resolve this. It takes 4 days to get a response. Guess what? I MUST call to resolve. The wait time for a call to this bank is ALWAYS in excess of 40 minutes, often longer!! I've tried different days of the week, and different times of day. So here I am on hold (going on 30 minutes). DO NOT DO BUSINESS WITH THIS BANK! The website is antiquated, worthless, and customer service is non-existent.


key: chroma:document
string_value:
I purchased a travel trailer back in October 2019. Upon purchasing the trailer the finance personnel used Bank of the West in Calameda, CA. After reviewing my account I discovered that their finance charge rate was way higher than what I could get at any bank so I opened a line of credit at a local bank that was way lower so I arranged to pay off my loan of almost $27K. After reviewing my balance I noticed that the payoff wasn't posted yet and it had been over a week. I tried repeatedly to contact someone at the bank to find out when my payoff would be posted however that was a lost cause as there is always a long wait time of at least 45 minutes or longer.


key: chroma:document
string_value:
The bankers are very good, honest people you can work with and trust with your money. I have multiple accounts with the bank. Online banking is excellent. Financed my mortgage through them. It was done well and timely.


key: chroma:document
string_value:
This is the best bank I have ever used! Not even one time have they messed up in all the years I have had my account. Customer service is really good and they don't fool around getting you what you need right away. Before BotW I had ridiculous problems with other banks with stupid policies used that didn't make sense. I highly recommend Bank of the West! Do yourself a favor and switch to Bank for West and relax. They're looking out for you.


key: chroma:document
string_value:
Last week, I attempted to open a checking and savings account online at Bank of the West. I decided to go the online route rather than stop into a branch to maintain social distancing during the pandemic and I also figured it would save me some time. WOW, was I wrong about saving time. I filled out the online forms, everything looks good. I fund my account using my debit card from an existing checking account. Perfect. I go to the last step and I'm under "extended review". That's fine, I appreciate extra security and I assume it's because I have a PO Box as a a mailing address. 


key: chroma:document
string_value:
I applied for a boat loan with BoatUS, and they passed it on to Essex Credit, a division of Bank of the West. This has been the worst customer service experience I've ever had. BoatUS just told me that they no longer deal with this bank, which didn't surprise me. While the loan was being processed, I needed to constantly follow up, with multiple emails or phone messages, to even get a response. Now, the loan is complete, and I'm making payments, but I've been waiting for over 5 weeks to get the registration and title. I've been calling and emailing, and can't get any answers. I would never recommend this bank to anyone. In fact, I'm looking into changing my loan to another bank if possible.


key: chroma:document
string_value:
I attempted to sign up for an account online, everything was fine and legit, and didn't think twice about anything. Then I get a notice that my application has been sent for an extended review. Then I get a notice that they need more documentation and will essentially accept any document from a third-party that is addressed to my new address. So I go ahead and scan and submit that documentation. Then get another email saying that that document is not sufficient and that they need another document. Now normally I would accept this kind of bureaucratic b.s. except that I already had another local/regional bank already accept my documents and open an account for me. And I also rec'd a thank you and welcome letter from that bank. 


key: chroma:document
string_value:
I had a loan with Bank of the West since 2015. The loan I had was for a travel trailer. I have good credit and always pay my bills on time, I never made a late payment and never had a reason to contact them before now. I recently paid this loan off so I could sell the camper. They received the payment on July 3rd. I can no longer access my account online. I have called 5 times (with each wait time of a minimum 45 minutes) to see when I can get this loan to show as paid so the people who want to buy the camper can transfer the title. I have been told different time frames every time I call. I was told they would fax me a payoff letter that I never received. The next time I called they emailed me a payoff letter that was not on company letterhead.


key: chroma:document
string_value:
Worst customer service I have ever had with any company EVER! I actually created an acct with Consumer Affairs just to write this review. After getting a travel trailer loan and having to have a constant balance in checking and savings acct I did not need in order to avoid penalties, I finally paid off the loan and wanted to get my trailer title and close out the accts. I am getting NO response to online customer support cases after 10 days! No confirmation of when trailer title will be sent even though I have confirmed through their automated process that it's paid off 10 days ago. Several dropped calls on their 800 number trying to get to an agent, and every call attempt stating longer than 30 min wait times due to high call volumes no matter when you try to call. Avoid this banking company at all costs!!!!


key: chroma:document
string_value:
The absolute worst company to work with. Lack of communication, pride in their work and BS reason why they stopped our equity line quest. Even though we make $175,000 year made us feel small/inadequate.


key: chroma:document
string_value:
I called Bank of the West for debit card access being denied. I called once and gave information to satisfy security for the customer service agent. She told me she reset the card and I should have access debit card. She also informed me the bank was having technical issues with debit cards. The reset did not work. I called back within five minutes. The agent was rude and harassed me to the point of me requesting a supervisor. I gave two transactions for security she request to the cent and day the transaction. They worked just fine with the first call agent I spoke with who reset my card. This agent stated my information was not acceptable. Let’s review. I gave my account number, social security last four digits, all my account information, two transactions to the penny, and day. I gave her more information related to other accounts I had as well. She was clear I had not given her adequate information for her to access my account. 


key: chroma:document
string_value:
Almost 2 months ago I made a payment online by mistake. It was supposed for other bank but instead I made a payment to BOTW. I called BOTW the next day since it was late at night. The Rep said he took care of it. I waited for a week and I called BOTW back & a Rep said nobody had done anything. And then she said she took care of it. I called back again after 10 days because I hadn’t got my money back. And to make it short I called them 7 times total and I still haven’t got my money back.


key: chroma:document
string_value:
I took out an installment loan with this bank and learned my first additional principal payment was held up for 3 weeks. When I called to inquire what the hold up was, I was advised their Alameda location was behind but I could expect my payment to clear within another week. I was hoping to reduce my interest payment on my loan by paying additional principal so the delay raised the first red flag about this institution. I have since used their Pay by Phone feature as their online payment system does not include an option for additional principal but this hasn't been easy to accomplish. 


key: chroma:document
string_value:
Got a junk mail with their offer, went on their website to see what it looks like and the very 1st page prompting for my SSN doesn't even use masking techniques to hide my typed SSD. You are amateurs and should be out of business, period. I'll take my money elsewhere!


key: chroma:document
string_value:
The thing I look for in a bank is: Customer service, monthly fees and location. I have no monthly fees which is the only thing keeping me there right now. But I am starting to look around. For the last 11-12 years, I have a 25-30 minute drive to go to the bank, but have been there for about 20 years so that’s fine. However, Customer service is terrible. Oh they tell you all the time how great their customer service is.... but you just don’t see it. It is almost like if they keep telling you over and over how great they are you will believe it.


key: chroma:document
string_value:
We bank at the Bank of the West in Coralville Iowa and I wanted to open an additional savings account with cash from Christmas. First the staff asked me to come back tomorrow then the manager treated me like I was a new Bank of the West customer requiring my ID and credit card as proof of ID. Then he asked me if I am a citizen and if I wad born in the US. I am not even Hispanic. This man treated me like an illegal alien simply because I have dark brown hair. To make matters worse we are in a diverse area compared the the rest of Iowa. We also have an indian reservation nearby which would put all the indian population in my situation.


key: chroma:document
string_value:
On 2/15 I opened an account online. I transferred money into both checking and savings accounts electronically. Those funds were put on hold for several days. New account, understandable. After waiting for a week and not receiving a debit card I called and asked what the status was. The guy on the phone told me the generic “cards can take up to 10 business days.”  In my experience with other banks and credit cards it has always been 2-3 days max. I asked if I could go into the branch and have a card made at the branch like all other banks do. He told me that I could not.


key: chroma:document
string_value:
I purchased a car in 2016 using Bank of the West auto loan and I have had nothing but headaches using them ever since. I should have refinance out of that bank immediately once I knew of their unfair practices. As a young naive person, I didn’t care much about credit and did not pay close attention to my credit profile and credit reports. 


key: chroma:document
string_value:
We bank at a few different banks. Bank of the West has long been my least favorite for a few reasons.


key: chroma:document
string_value:
I have been a loyal customer of Bank Of The West for over 30 years. I was told to stay away from the large banks because they are predatory and will use bait and switch tactics on you. Bank of The West was just right, not too small, not to large. Transactions have always been easy, and customer service had always been top-notch. Bank Of The West, has a credit line that you pay $25 dollars for to use as a overdraft account if needed. This is called a "Gold Line" account. This was great since I work for the State of California, I only get paid once a month, and I don't need to move money over from my savings account every day for purchases while using my debit card. 


key: chroma:document
string_value:
I’ve been with Bank of the West since my high school days. I’m mad that it took me this long to realize what a crap bank this is! I’ve been calling mobile banking for an entire month regarding a Zelle payment that was deposited into my bank account and then wiped out as if I never received it, although it was still in my zelle past transactions as if I had still had it. Every time I called mobile banking they told me that they’ve never seen anything like it and that they were opening a ticket with zelle and “investigating” the transaction. Most of the mobile banking representatives I spoke to were nice but they never had an answer as to what happened to my money. Finally the last guy I spoke to was by far the worst. He made me feel like a liar and like I was the one who had to figure out what happened to my money. He spoke over me like a child and didn’t let me get a word in until I finally just had enough and hung up.


key: chroma:document
string_value:
I purchased a trailer from La Mesa RV, Sanford, Fl and they financed it thru Bank of The West. Calling this bank to get a payoff is the worst experience I have "ever" had in trying to get someone online, you have to go thru an enormous number of "click this if you want this" and if you are lucky enough to get someone they are rude, none caring, abusive to a fault and apt to hang up on you with no concern of helping. I have never dealt with any lending institution that has a "I don't care attitude." Worst bank and La Mesa of Sanford should be ashamed for using such a bank but no doubt they get a kickback so probably don't care.


key: chroma:document
string_value:
Bank of the West is a trusted institution with great CD rates over the years. I have two checking accounts with Gold Lines of credit. I love that I can write a check, for an amount over what I actually have in my account and instead of it bouncing Bank of the West covers the checchi (purchase) and it's not considered overdrawn; it's automatically drawn out of the Guild Line.  It used to be $2 transaction fee but I think now it's $6, last time I checked. Then I pay interest on the amount. It has been a LIFE SAVER for me. Thank you Bank of the West. Another perk, is that they have several drive through branches SJ Ca. They've been closing the drive-throughs which is difficult when you're disabled. Please don't close them!!!


key: chroma:document
string_value:
I’m not sure what it is with Bank of The West but this by far is the worst banking experience I’ve had. For some reason they are constantly letting charges go through 2, 3 or even 4 times for things I’ve never had issues with before I switched to these guys. They also flag random purchases so my card gets denied and I look like a dummy at the store. The only answer they ever give is “it’s a hold from the vendor”. That’s crap considering it never happened with my last bank. I also don’t buy it because it’s always a difference of 1 cent. It will literally be 10.50, 10.51, 10.52 etc. Last month got charged twice for my TV and internet bill and 4 times for a Footlocker purchase, this weekend got charged 5 times for a purchase at Kohl’s.


key: chroma:document
string_value:
Customer service rep told me to put cash in an envelope, leave in the bank drop box. Just put my ATM card number on the envelope. I was attempting to make a deposit. The ATM machine was broken so I call to report it. She was so stupid. Very rude. Kept telling me to just put money in drop box. I was like "Are you crazy?" No way I am going to put $2000 cash in drop box so they can come back, say they never got it the way BOTW handle things. She said, "Well what you want me to do?" I was like really? How rude. I told her, "Is there any way someone can look into it? See why the ATM machine at the branch was not working?" I told her both are not working. She said oh well. After that I just hung up. Like talking to a wall.


key: chroma:document
string_value:
I have been accounts holder of BOW for many many years and I ordered a checkbook as I used to do. But after 3 weeks, I still had not received the book yet and called. The representative told me that they sent to the checkbook to a wrong address and not worry they would stop the use of the checkbook. I was shocked they took this lightly and I asked if they are sure my account is safe because my route number and account number can be in a wrong person and jeopardized my account.


key: chroma:document
string_value:
Earlier this year I opened new accounts at Bank of the West under a promotional offer. I handed the promotional code/offer from the BOTW site to a branch manager, who personally opened the account, and verified that I would get the maximum bonus. This never happened, and I contacted customer service who said "the person opening the account didn't use the right code to open it". I have attempted to contact the branch manager for several weeks to discuss it. None of my calls or emails have been answered. 


key: chroma:document
string_value:
I walked in, handed my check to cash, check was for thousand dollars, I swiped my ATM card, entered my pin and waited to get my money. Teller said she can't cash my check from my Citibank account. I asked why, she said I don't have enough to cover the check I'm presenting. Here's the issue, I worked as teller, and I know most procedures haven't changed much. I'm presenting check drawn on Citibank, not Bank of the West; therefore whether or not I have enough funds to cover should not play a role. Instead of offering me other options, deposit today and you can withdraw tomorrow, or withdraw what's available which is in my account, she just stood there. I offered to deposit and withdraw, was told I can't deposit either. I asked to see a supervisor; she said they aren't a supervisor or branch manager here.  


key: chroma:document
string_value:
I don't wish this complaint to reflect upon the persons in any particular branch since most seem to do an ok job within the bank's policies. This is intended for the Bank of the West institution itself. Before now I have never had a bank that "floated" MY money so often and so long. How can you make a cash deposit unavailable for two days? They have a way! Worse yet there is an absolute lie on their reporting to the credit bureaus about an account I had with them. And after more than 2 hours on the phone: they won't correct the mistake; they have to stick to their policy no matter what; they can't change (correct) what they did; THEY DON'T CARE. BEWARE of this institution--they will find ways to take advantage of you for their benefit--once your money is in their bank, it may not be yours again for a while--BEWARE.


key: chroma:document
string_value:
My husband and I opened a new checking account with BOW with their latest promotion offer. New checking account required for us to set up a recurring deposit every month. Now that we are trying to stop the recurring deposit into BOW checking account, we realized that their online banking does not have the option of canceling the payments.


key: chroma:document
string_value:
I used to have several accounts at BOW, both personal and checking plus an IRA. I could not get the personal banker at my branch to call me and she was never available when I went there in person. The bank manager was never there or was busy when I went in and would never return calls. I had a business account to use the BOW app to upload checks but they set my limit so low I could not upload all my checks. I requested several times over a 2 year period that they increase the limit but they refused. After 2 years of poor customer service and no help, I finally closed all my accounts and put them in another bank which has much better customer service and gave me the daily deposit limit (through app) that works for my business. After I left, BOW started calling me asking me to bring my business account back but I refused. They have also increased my daily deposit limit but too late - they don't know what good customer service means and they don't care.


key: chroma:document
string_value:
I have been charged so much money in fees it's unbelievable. All because the way they post your transactions. I check my account often with the app to make sure I've got money. Couple days ago, I knew I had like $8 so I spent $5 at jack in the box. Then I was almost out of gas so I bought $2 in gas to get home. Under the $8 right. Wrong. They decided to back-post an $18 online purchase that wasn't showing until I checked my account over $100 in the negative. I don't get it.


key: chroma:document
string_value:
I received my debit card over a month ago and have still not received my pin number. Talked with 8-10 people over the month each promising to send a newly generated pin number. The card sent out said pin would not change but this card rejects the old pin number. Each time I am promised a new number but it never arrives in the mail. I spend 15-45 minutes on the phone each time. They think they have the answer but does not happen. Super frustrating since I don't live in the area. I can't walk in and get a new pin. Totally at the mercy of the customer service people on the phone. Three or four of the phone customer service people I could not understand and were very annoyed and upset by my request to repeat themselves several times so maybe they ignored my request to send a new pin. Others though seem to be competent but still no pin. My thought is it should be an easy process.


key: chroma:document
string_value:
In my 30 + years now with B.O.W I have had minor issues with them. Most no big deal, once they did something to really piss me off and at the time I had financed a truck with them. I had the money to pay for the truck but didn't want to use it and the interest rate wasn't bad so I financed it. After they did whatever it was – I can't remember – I paid the loan off so they wouldn't get any more interest from me. Other than small issues for about 11 years they started calling me literally almost every 3 weeks to verify my last 3 charges on my debit card. Borderline harassment in my opinion so I got a Cabela's credit card and that's all I ever used. Then they charged me 3 overdraft fees for something that wasn't my fault and would only waive 1 of them telling me I had to take it up with the credit card service that double dipped my account so I pulled my money market savings account and put it in my other bank. 


key: chroma:document
string_value:
When opening an account the lady was so friendly, caring & told me about all kinds of services they offer. I have no credit so she told me about a card they offer which is specifically for getting credit started. It's a secured credit card.so the money on the card is your own money. No risk to the bank. I said great let's do it! I did not think I would get denied since it would be totally supported by my own money & you can not spend more than you have on the card Yet I was denied! Now to me that does not seem like a bank that cares about helping their customers like they say. It was at no risk to them, my account never gets low & yet they are sorry they cannot help me at this time. WHY? I'm very disappointed in you B.O.W! You portray such caring customer ethics but do not follow thru.


key: chroma:document
string_value:
Sold my RV on 8/23. Mailed a check (the buyer's) to BOTW same day. Also same day paid small balance by e-payment thru bank. By 8/28, no online access to my acct. Called on 8/28. Balance is zero. When will I get title? Once payment clears, which takes 5 to 10 business days, they'll process title. How long will that process take? 5 to 10 business days. Called 9/13. Title was mailed today. Called 9/23. Yes, title was mailed 9/13, but they won't pursue any follow up until 5 to 10 business days after mailing date. If no title by 9/27 (10th business day after said mailing), they'll initiate a process (you guessed it ... which takes 5 to 10 business days) to review to ensure title is clear.


key: chroma:document
string_value:
I have consistently requested a payment book and account balance in order to pay off my car loan in full. After six months of not receiving any requested documents indicating my balance, I stopped regular payments as I know I was so close to pay off, and clearly deserved to know the amount remaining. BOW continued to cash my sporadic payments, but never provided any documentation showing me the balance, and had the audacity to report "late payments" which affected my credit. I am consulting with my attorney to possibly sue for their negligence which impacted my credit score.


key: chroma:document
string_value:
My husband and I are named in a trust for life insurance proceeds. Mind you the trust was set up in May. We have still yet to receive the funds due to banking regulations that hairs being split due to the "reasonable time" extended holds on new accounts. Our attorney suggested Bank of the West and we didn't have any apprehensions. In hindsight we should have read these reviews and that of the BBB BEFORE agreeing.


key: chroma:document
string_value:
I'd advise just getting an account with USAA, or US Bank. (Or even Chase, Citi, or Wells Fargo, if you need a BIG Bank.) Credit Unions are always the way to go if you can do local, and don't need sophisticated online services. This bank should be called, "Bank of the Fees"! Terrible service at this branch! Bank anywhere else, if you can. My wife, who had her personal and small business account here, got charged over $500 in fees just to import her own transaction data into Quicken! And then there's all the other fees for stupid things (NOT insufficient funds, or anything that's her fault!).


key: chroma:document
string_value:
We bought a 2014 Motor Coach in 2016 through BOTW and was not informed by the dealership that it had been involved in an accident. Had we done a history check on the vehicle it would have shown the vehicle had been owned by 4 other people before us within a 2 year time frame. We wondered if the vehicle had been in an accident because of certain things being damaged and/or missing, but being new to the Motor Coach family we were unaware of things. It was causing us $1000's of dollars every time we went on a trip because it had to go back into the shop upon our return from a trip because something else would be going on with it. Well, after being told we'd have to pay $2000 more just to diagnose what could be wrong with the vehicle because they'd found Coolant in the oil, we decided to relinquish it back to the bank. 


key: chroma:document
string_value:
Bank of the West is a phenomenal banking institution. It not communicated relative to customer service. They literally practices it each and every day involving all customers. Representatives are more than knowledgeable, welcoming, and willing to provide valuable assistance.


key: chroma:document
string_value:
A week ago I was using the mobile app and made a mistake. Instead of switching money from my savings account into my checking I transferred money from my savings into you my credit card. I overpaid my credit card by over $800. I immediately called them to say that it was a mistake. They said there was nothing they could do for me until it posted. The next day Friday I called back and they said if I had called the day prior that they could’ve reversed it and that now it’s going to take through the weekend because of business days. So I wait and call back on Monday when it still wasn’t done that gentleman told me it would take 3 to 5 business days. Which would make it Thursday that it would be transferred back. Thursday morning the money still wasn’t & I was overdrafted on my account. Called again & they said it needed one more day to transfer.


key: chroma:document
string_value:
Never hear never have a business with this bank. I signed a contract on what if a zero is on the account. You can't buy anything. But there is already three time the bank removes 5-10 dollars in me. Not looking about what I have. A 0 on the account. And for a day I have to pay overdraft on $150. Hate them.


key: chroma:document
string_value:
We paid off our boat over a year ago. We went to have the title printed and was told that Bank of the West has not released the lien. We call Bank of the West Monday morning and they put a request in on RUSH. It is now Friday. They have released the lien but only for the trailer, NOT the boat and NOT the motor. We call to let them know that only the trailer release was received and they say we have to do a new request and start all over. They are a joke and apparently no one has the power to make anything happen.


key: chroma:document
string_value:
Recommend not doing business with these folks. Paid off auto loan. Every payment on time and paid in full. Received letter I would receive title papers in 10 working days. Never happened so I called and people were rude and condescending, now claim letter not correct. I will never get title unless go to DMV. All my vehicles are in state and never had anyone refuse to provide title documents when paid.


key: chroma:document
string_value:
KOA recommended their RV members use Bank of the West for RV financing. Bank of the West now has sellers title and power of attorney. Seller has the money and RV. We have nothing to show we have a loan, the bank retained the title and has not filed it with my state so we can not get it licensed. Customer service is rude and troublesome. I am going to my State Attorney General and considering filing interstate bank fraud charges.


key: chroma:document
string_value:
This bank refuses to close my account, and I do not have access to see any transactions to ensure that the account will stay closed. No answers for fraud on my account. I just want to get away from this company, but they refuse to close my account.


key: chroma:document
string_value:
When opening the account the person who was opening the account refers to me and made reference of terrorist activities based on my name. After being unhappy with their services I closed account and was given a credit for a refund to a closed account. Bank of the West instead of giving me the remaining balance kept my refund.


key: chroma:document
string_value:
My father had 7 different accounts at this bank. After they helped sort through those and close them out I was so impressed with them that when I moved and learned my current bank didn't have branches here I opened my own account with them 7 years ago. They've been great for me.


key: chroma:document
string_value:
I have been a Bank of the West customer for a few years and they simply do not provide the customer service or product service that I need and want. 1. They do not allow wire transfers online. 2. Their Zelle payment offering is very misleading. 3. They charge very very high fees ($40 for a wire payment). 4. Their branch employees do not offer any assistance and I ended up shutting my account in the branch and at no time did an employee try to stop me. 5. Their credit card offering isn't great at all, they don't even offer points on some of their cards. Please stay away from this bank - you can sign up to a much better service in the USA.


key: chroma:document
string_value:
Service online was excellent. Updates were readily available and what few times I needed customer they were knowledgeable and friendly. Also, interest rate was competitive and coupon book was accurate.


key: chroma:document
string_value:
I am in the middle of a number of critical personal transactions while I am selling and buying a home. Their online banking has been down for over a week and asking people to call a customer support line with wait times over an hour. Should you wait an hour, you may receive a voice message saying that the system is down and disconnect you. I managed to speak with one person who could not unlock my account, but stated that they have been hacked and working through the issues although their firewall was not breached. (Yeah... right!) Waiting again in the hopes of speaking to someone so that I can ensure the transactions are going through while I am on the road. I am switching banks as soon as possible. AVOID AT ALL COSTS!


key: chroma:document
string_value:
This is the worst bank anyone can have. Website do not work. You can't make payment online as if you have missed payment, it doesn't allow you to do it. Customer service sucks and they have no manners. High interest and a lot of fines.


key: chroma:document
string_value:
My password disabled??? Day 5!!! I cannot access my online accounts, the hold times are horrendous, and then I get disconnected after waiting for 45 minutes? I NEED to check my accounts!!! No explanation on their website!! WTH is going on?? This is so unnacceptable! I have been with Bank of the West for over 20 years, and now I am seriously thinking of closing my accounts.


key: chroma:document
string_value:
Been with BOW for a year. They charge an arm and a leg for anything. The workers are really nice because they're paid to be nice but other than that, I'm not very satisfied with how they charge fees for almost everything. You still have to roll your coins and their check processing for large batches is not efficient. Their check machines are constantly breaking down.


key: chroma:document
string_value:
So I'm on top of my accounts especially when they're low, I checked my balance before every purchase but I don't know what happened and I saw I was pending -8 so I quickly before cut off deposited $75 in thinking it would cover any overdraft and that would be fine. I was wrong. My bank statement shows that the deposited money cleared and AFTER they charged me a 175 overdraft fee. Because the 8 were all $1 payments. So they gave me 5 $35 over 5 $1 payments. But they also went on ahead and waited another day to finish processing things because they only charge 5 fees a day. So then the next day I'm hit with 70. And this morning another random $35.


key: chroma:document
string_value:
If at all possible, do NOT do business with this bank. I have been with them over 15 years and finally today could not take it any longer and switched banks. Such a pain and hassle, moving all of my direct deposits, automatic payments, etc. but that is far less than the hassle I experience with Bank of the West on a daily basis. A mobile app that NEVER works, ATM's that are USUALLY down and horrid customer service. Wish I had switched years ago.


key: chroma:document
string_value:
I called Bank of the West in Albuquerque, NM and asked if I could set up a Cash Donation Account for my daughter and her two babies who almost lost their lives in an apartment fire that was intentional set by their neighbor. My daughter's two dogs died in that fire and all her material things were lost as as well. She and her family were left with nothing. I thank God that she and her family are ok. Bank of the West Representative advised me that the bank can not help set up the cash donation account due to my daughter not having a bank account and or in good standing with the bank. Be advised that my daughter did not set the fire nor did she ask to be left homeless and lose all her possessions. I know now that Bank of the West is out just to make money and cares nothing about helping out humanity.


key: chroma:document
string_value:
Potential fraud activity on account and cannot speak to anyone. Cannot access online banking via laptop or mobile and one-hour plus hold times only to have the call terminated by the BOW online system. Branch workers are useless at resolving this issue. I've been with BOW since they acquired Commercial Federal and due to lack of customer service and fees have slowly moved all my business, mortgage and auto accounts to other banks. I'm done with this bank.


key: chroma:document
string_value:
After 45 minutes being on hold. I'm told reason why I am kicked out of online banking is because my bank account was compromised!! Someone in Georgia hacked my account! I'm told I need to go into my bank and close my account!! Why wasn't I emailed or called when this happened? I'm 2 days away from having to fly to La!! I go online and read complaints that a lot of people aren't able to get on their online banking! What the hell is really going on?? So much for my payday since I have direct deposit but yet I have to close the account and will be stuck in LA! I'm livid!??? If the bank cared they would have called me or emailed me! Something fishy going on big time!


key: chroma:document
string_value:
There is now a prerecorded message, (Regardless of what time you call), that they're "experiencing higher than usual call volumes". This is FALSE. What they mean is they've cut their Customer Service so much there's no one there to take your call. They don't care about the customer. I was on hold for over one hour and finally when the rep answered they cut me off. I phoned again and waited another 30 minutes. My account is locked due to me putting in wrong information. I called them at 5:00 am and got exactly the same message. I am now on hold for another hour. DO NOT BANK WITH THIS BANK. THEY DON'T CARE. As I write this I am listening to the same stupid message. I was forced to give 1 Star. I would minus Stars if I could.


key: chroma:document
string_value:
My free checking became not free overnight. This bank has no integrity and lie to customers all the time. This week mobile app is not working and I have been on the call for 45 min. I do not recommend this bank.


key: chroma:document
string_value:
I have been a loyal customer of Bank of the West for over 7 years. I currently have my savings, checking and RV loan with Bank of the West. In July of 2017 I started a divorce and my spouse failed to make a payment on my RV. I contacted the bank and caught up the missing payment. I have requested they remove the late payment ding from my credit report, based on past and current payment history however they have refused.


key: chroma:document
string_value:
This company returned a small check from Capital One and charged me a fee as well. In trying to figure out the situation I was treated like I was at fault and they refused to even attempt to work with Capital One. Basically the Bank of the West made a mistake and ran something incorrectly and refused to own the mistake. They cost me and Capital One more time than any of this was worth. The Bank manager did not even care that I was leaving the bank. This bank charges fees for accounts and offers nothing in service that others don't have. Choose a different bank if you can.


key: chroma:document
string_value:
BW bought old established local bank that we had accounts with since 1970. We had numerous accounts including CDs, auto deposits and large accounts doing multi state business and international business. After rude very poor service we have moved all but one account. The original bank and 5 managers over our 35 yr history the BW had over 23 managers in 14 years. Senior VP of the BW located at home office in calif office sent letter of increased charges. After 5 calls to her number over 7 days with no response we are changing our last BW account. There are many good banks to chose from some give service Bank of the West does not.


key: chroma:document
string_value:
My home was damaged May 5th in Wichita, KS. My insurance company sent my claim check in my name and Bank of the West. Instead of endorsing the check and giving it back so I could start the process of the roof replacement they took the insurance check and kept it. Said they would send another check in 10 to 14 days. After waiting and waiting on what is "my money" not theirs I called. They wanted information I had already provided to an employee who went on vacation and apparently they couldn't access her email. They wanted the licensed number to the roofer and his quote. They were going to send the check directly to him. My roofer has been doing this work for over 20 years and has never had a mortgage company do this. So what happens if I decided on another roofer, or this one takes money without doing the work. 


key: chroma:document
string_value:
I have had this happen a few times. I use my card and put my balance into a negative. Because there is not a branch or close ATM I immediately use Zelle to send money from one account to cover the amount. I receive an email from Bank of the West stating my deposit was made and in zelle it shows date sent and date deposited. However it still shows up as pending instead of posting at midnight with my charges that put me negative in the first place. They show my deposit as going in a whole day later there for charging me OD fees. When I call they reverse them BUT tell me zelle it’s guaranteed. Well when I get an email stating it’s deposited and it shows in my acct I expect it to cover the charges for the same damn day. I have never had this happen at any bank other than Bank of the West. I can’t imagine how many people they do this to who don't dispute. They are stealing our $ so they can accrue interest in their holding accts. What a joke.


key: chroma:document
string_value:
The payment process is a joke....no online payments, wait time to make a payment is a joke, also who puts out a payment book anymore???? I made a payment and the lady on the other end couldn't find it. I have nothing nice to say so I will leave it at this. DID NOT WANT TO GIVE IT ONE STAR!


key: chroma:document
string_value:
Good Sam Finance Center is a specialized division of Bank of the West. As a Good Sam member, I contacted the Good Sam Finance Center to refinance our 2018 Entegra Cornerstone 45W. The process started out well with the online application and almost instant approval, but it went downhill from there. Ricky ** is the most unresponsive individual that I have tried to work with in many years. He does not answer his phone, nor does he respond to e-mail or voicemails. Natasha is the worst customer service representative that I have dealt with in many years and she has no business dealing with the public. Jim ** is the Supervisor and he also doesn’t answer his phone or return phone calls.


key: chroma:document
string_value:
This year alone. 4 debit cards screwed up in ordering and mailing to me. Yesterday, they managed to lose a deposit of almost 3k from my acct. It's been over 24 hrs and the error has not been corrected. What is wrong with this bank?! I have yet to receive a call from the branch group either. I'M DONE.


key: chroma:document
string_value:
The on boarding process has been an absolute nightmare. My husband and I started the process online, submitted the proper documentation and were informed that within 48 hours a representative would follow up and complete the process for us. Approximately 4 days went past before someone finally called us back and let us know that they were so backed up with online requests that we should cancel the online order and go directly to a branch. We did so.


key: chroma:document
string_value:
Bank of the West recently Started Charging a $3.00 Fee for paper statements on checking accounts. I have two Accounts and didn't notice the reoccurring monthly fee for four months so it cost me $24.00. I asked a teller about the fee and they told me I have to go online and chose electronic statements only to avoid the fees. I have since done that but it got me thinking. I was not adequately notified of the new fee and it cost me 24.00. If Bank of the West has 1,000,000 accounts and they started charging $3.00 a month each then they made $3,000,000 the first month and if on average it takes 4 months for people to realize the fee is there that is $12,000,000 dollars they have stolen from their customers through deceptive practices.


key: chroma:document
string_value:
I have banked with this bank for several years. Over the past couple, employees have left and new employees have arrived. They are rude and uncaring. They made a mistake on a cash deposit (not posting to my account) and thank goodness I had the receipt, because they were fighting me on their error. This caused overdraft charges, of which only a few were returned, because it was "past the limit"!! I met personally with the bank manager who wouldn't do anything. Just yesterday I pulled up to the drive-through to make a deposit and was told that there was one person ahead of me. After waiting about 10 minutes I went into the bank and there were 2 employees doing absolutely nothing. Their hours of operation are bad also. They close at 5 and 5:30. Who can get to the bank by then if they work. Finally, doing mobile deposits is the worst. My paycheck is held 2-5 business days before I can use the funds. I'm shopping for a new bank right now.


key: chroma:document
string_value:
I recently changed banks from USAA to Bank of the West. I was pleased with my last bank and never had any issues but had to change over due to there not being any USAA banks nearby. I have to admit I didn't do my research when choosing this bank and now I regret not doing so. I recently withdrew money from Bank of the West while on my way to my duty my location and later found out I had a pending transaction which over drafted the account. Bank of the West obviously capitalized off my mistake and chose to backdate previous transactions to after after the incident which left me with 350 in fees. I realize this may not seem like much but being a single father it's a lot. I'll be shutting down this account after I pay it and moving on.


key: chroma:document
string_value:
Liars and thieves! We took out an RV loan 4 years ago and needless to say are still accruing interest on a fixed loan! When asked why we got a bunch of run around, now we want to pay it off and we have to jump through hoops while we are still being hit with interest! I'm ready to get an attorney!! Who's with me!? This is robbery at its best, and it needs to stop now!


key: chroma:document
string_value:
We close over 100 transactions a year and this is the first bank that made our BLACKBALL list. They blatantly lie to their customers and dealerships. Unless they are the dumbest run organization in the universe. POSSIBLY BOTH. They should be shut down. Look Out!


key: chroma:document
string_value:
There are purchases I didn't make, withdrawals I didn't do, double charged on all services, and being fully ignored when I complain. I really feel a class action suit needs to start asap!!! So I'm in, any other customers want in???


key: chroma:document
string_value:
Do not borrow money from this bank. They don't care one bit about their customers. I made that mistake and took out a loan from them to buy a boat. The first 4 years or so I paid extra on the note each month. I ended up getting kind of lazy on my payments because I had paid so far ahead on the loan. After about 10 months or so I was no longer paid ahead on the loan and got a call from the bank to let me know. I mailed a payment that day. A couple weeks later I got another call saying that I still hadn't made the payment asking me to pay over the phone. I told them no that I had mailed a payment. 


key: chroma:document
string_value:
I opened account at Bank of the West. I deposited money into the bank and I had gotten debit card issue and I made some applications in regards to my personal affairs my insurance and they made the first mistake to electronically allow funds to be taken out of my account when I did not authorize it. When I went to the bank and explain the issue they realize that it was not my fault. It was the electronic Bank's fault so they reversed it but they continue to charge overdraft and continue to apply certain payments to my account when there was not enough to cover. I've had fraudulent activity in my account done to my account and with the information submitted there was no communication. 


key: chroma:document
string_value:
Phone app glitchy. Tried to do Zelle money transfer, kept not going through. Tried again. Both transfers went through (duplicate). Hit with overdraft charge. I transferred back one of the errors. Luckily they referred they reversed fee. But they also reversed one of the error initial duplicate transfers without forewarning or my permission and charged me another fee! For what? Omg. Ludicrous company. Closing account.


key: chroma:document
string_value:
Had a loan through Bank of the West, was declared total loss on 1/22/19. Insurance waited until 2/8 to receive a letter of guarantee. Also took them 14 days to issue the information needed to process my Gap insurance. I have been told those checks have been issued by both companies. Bank of the West states it is possibly in processing. May take up to 30 days!! In the meantime they continue to harass and ask for payments. State it will back date to date of loss. I have not issued a payment due to fact if they cannot issue a credit from insurance. I can only imagine how long to get a refund.


key: chroma:document
string_value:
I had a car loan I paid off in November 2018. It was overpaid by $1000 and needless to say I have been told by numerous different people on the phone that my refund check had been mailed. Here it has been 3 months later and I STILL do not have my refund check Or a lien release for that matter. I have called this place (and let me remind you that you have to wait on the phone every time for over an hour to talk with anyone) and no one will let me talk to the President of the bank. I am fed up, my next step is a lawyer. I literally have called them 8 times so far and every time I get a different answer. Also, I have had several supervisors tell me they will call me back with an answer or solution and they NEVER call me back. This is the most horrible place to bank with ever. It is so frustrating. I can bet you money that if I didn’t pay my bill on time I would have lost my car, however they feel they can just keep lying to me about my own money they owe me.


key: chroma:document
string_value:
I was a customer at my local branch for 25 years. I get a certified letter telling me my account is being closed. I carry a large balance, excellent credit, have never even bounced a check in my life. Went to the branch, was assured by the manager she would deal with the people in Arizona who sent the letter. Long story short, they close my account FOR NO REASON. It has been 3 weeks, guess what... I still don't have my money! Next step I will be contacting my attorney. Do not do business with this bank.


key: chroma:document
string_value:
I use Bank of the West for daily banking, an RV loan, and a mortgage. I am greeted by name as I enter the bank, have my problems listened to and solutions offered. Fantastic bank with fantastic people. The mortgage has been the most painless process I have ever encountered. I love my bank and its staff. (Kudos to manager Connie!)


key: chroma:document
string_value:
Bank of the West lost every deposit made yesterday, has acknowledged the problem yet will not put the money back until they fix their computer problem. No reason the money should not be accredited as soon as the problem was discovered. Looking for another bank, needless to say.


key: chroma:document
string_value:
Never have I been treated so rudely!!! My father had hip surgery and has been in and out the hospital. I called and made a payment on his car on the 10th of January. On January 18th they came and picked up the car??? I called today to try to get this fixed and was treated like Crap! They would not talk to me because I’m not on the loan... But when I called to make the payment on the 10th they happily took it! They told me they would take money from anyone... I had to wake up my dad and have him authorize for them that it was ok to talk to me. Now they're saying I have to wait for the recovery department to call me before I can get the car back. I told her that was unacceptable because now I’m incurring more fees at the tow yard. She said that wasn’t her problem and that was too bad and I would just have to wait.


key: chroma:document
string_value:
Sold my boat RV in first part of November 2018. Have been on the phone 3 days just this week, they still have not released interest to get a title even after my check cleared my bank on November 19 2018. This is hurting both me and the person I sold to, this is guide boat and he cannot do any business till he has it in his name. As of today 1-17-2019 (almost 60 days) it is still not done and don't know when it will happen due to I am getting 3 different answers to same question ask every time.


key: chroma:document
string_value:
Updated on 04/08/2019: The seller's lender requested a 15 day payoff & front & back of Title. After finally being connected to the Payoff Dept (a wait as long as 10 mins. at times). When I was finally able to speak with someone to ask for a payoff and a copy of the Title. I was told it would take 7 to 10 days and then they would only fax or snail mail it. They would not email. We asked to have it faxed and follow up with snail mail. When they finally faxed, they only faxed a 10 day payoff (already expired) and only the front of the title. We went back and forth like that for almost 2 weeks. After almost losing the sale, we asked the seller's lender to please get involved. They were also frustrated in the unprofessionalism and incompetence. Never again!!!


key: chroma:document
string_value:
I applied for a Bank of the West credit card. Later in the day, I was contacted by the credit department and was asked several questions and then passed their check. He then stated I was approved and the limit was $2000, and I waited 12 days and no card, so I called and asked about it. I was told my app was declined. I said, “NO”, I was given the limit and all. They stated they would check the recording and I was then told to apply again. I did, then needed to go give 2 forms of ID, SSN card and fill out forms (I walked 2 miles to this branch) and waited a week, and then was told again DECLINED...WTF. THIS BANK LIES AND IS HORRIBLE. All the holding, waiting and giving up info to be denied again... Hmmm, never again will Bank of the West get my business nor interest.


key: chroma:document
string_value:
I have been with Bank of the West since they were Continental Pacific. I Bank in Fairfield California. Recently, they closed their Empire branch and now you can only go to the branch on Oliver Road. Every time I come here now the service is horrible!!! There's only two tellers and there's long lines! They finally made it to where on Friday they're open until 6 (used to be Thursday!), Saturday only till noon! Horrible horrible service. I think I'm ready to go to Wells Fargo now because they are open until 6 every day including Saturday.


key: chroma:document
string_value:
Everytime I got call from them or contact back, they treat me like ** and never listening to anything I said. I'm a customer not killer. Pls provide profession, polite and service mind since you are in the service business. Every time I have to deal with this bank I want to refinance my car and get away with nasty, unprofessional and this low class bank. Only time I got professional and nice service from them when I call to complain department.


key: chroma:document
string_value:
First I want to say that I wanted a second bank account so that I can save the little money I receive from one of my daughter's for childcare. It wasn’t much but these days it’s hard to save money. So I opened a account with these people. My daughter posted a 40 dollar payment. I in turn forward to this bank. I went to my local pharmacy to pick up and pay for medicine - my card was not accepted. I call, come to find out my account was closed without my knowledge. Where is my 40 dollars that I transferred to this account. I’m without medicine because of this. I will never do business with this bank again.


key: chroma:document
string_value:
I went to Bank of the West on my lunch hour, there were 2 cars ahead of me, after waiting for approximately 10-15 minutes for them to complete their banking I pull up to the window. Tellers were there talking to what looked like salesmen for ADP, no acknowledgement, no attention, nothing. I don't look for special attention but my time is also valuable and I have been a customer of Bank of the West for well over 22 years. To make matters worse I called to speak to the manager and she was out, I was told to call back the following day. I asked if the customer service manager was there and she rudely asked what I needed. I explained what had happened and she again rudely asked me what I wanted her to do! Really? I have been in customer service for well over 25 years, when did the customer become unimportant? I will be taking my banking elsewhere! It wasn't the situation. It was how it was handled after the fact!


key: chroma:document
string_value:
Be careful with this bank. They are how do you say less than pathetic in the compassion dept. And even if you have an available balance they still will hit you with an overdraft fee even if the transaction happened less than 24 hours of funds being put back to cover horrible and (supervisor) Michelle...??? Should def not be in a supervisor role. Def. more training needed on her part and maybe even anger management?!? Hope and pray you don't encounter her.


key: chroma:document
string_value:
Received my credit card bill and upon reviewing it appears that they have added my last month's bill and this month's bill together for the total amount due however this is not correct as it also shows that I paid last month's bill. I attempted to town customer service and was on hold for over 34 minutes yesterday. I then filled out email with an online banking system and was told the amount is correct however it is not. Upon reviewing all of these reviews online it is more convincing to me to not bank here.


key: chroma:document
string_value:
I was so excited to join the Bank of the West family, for a short while. I attempted to establish a mechanism to pay my monthly house payment via my checking account at Bank of the West. The person in customer service at the Oakland California Branch, Christian, didn't know how to set up bill pay properly, and when the checks are sent for my house payments, the money does not come out of my account. I inquired about this several times but never received a definitive response. Recently I decided to stop bill pay, and called the bank to cancel. I was told that bill pay couldn't be stopped until the following month because they were already processing the current month (really). 


key: chroma:document
string_value:
Bank of the West goes above and beyond all other companies to make their process more difficult for the average person. Their customer service plays into this by not knowing what they are talking about and giving false information. I have found the only way to ensure you get the proper information is to call multiple times, ask the exact same question, take the closest 3 answers and fill in the blanks. Usually I have to call at least 5 times to get 3 answers that are similar in nature. This is assuming that you are able to get through the tangled web of their automated system to get a live representative. 


key: chroma:document
string_value:
I have had nothing but problems with this bank since opening my account in November of 2017. I decided to stick it out to see if it would get better but today has proved me wrong. I know I'm only a small fish in their pond but my business means something to me. All business should be equally as important to them but unfortunately that is not the case. 


key: chroma:document
string_value:
I have had a mortgage with this bank on auto-pay since Janurary 2006. I received a call this evening and the CID showed Toll Free Call 1-866-243-1808. They stated they were Bank of the West and that a “banker" wanted to discuss redoing my loan. They said they had sent a number of marketing pieces in the mail - I have received NOTHING from them. They obviously had no information about my mortgage account as they were offering a higher interest rate than I actually pay plus the fee for just the paperwork was quoted at $875 plus all the additional title and appraisal costs. They didn't properly identify themselves and they think I should spend at least $2000 to redo a loan that has a higher interest rate than I currently pay. 


key: chroma:document
string_value:
1st off let me start by saying I have been a Bank of the West customer since almost the day they opened their locations in Reno, Nevada; which was 18 years ago. I currently have two bank accounts, a savings account, a business loan, a business credit card and I process all my credit card transactions through this bank. Dave the branch manager at the Lietzke, Ln branch has single handedly lost my business after 18 years. I will be finding new bank today. On Tuesday I went in to the Reno Nevada branch location and paid $9000 cash towards my business loan. Today is Friday and the loan payment has still not been posted. 


key: chroma:document
string_value:
On September, 18 2018 I had my truck repo. I immediately thought it was stolen for the reason that I had made a payment on that previously Monday. Never did I imagine my truck being repo so I went to the police and they search it. To my surprise it was at the repo yard. So when the finance company finally open I called and ask why was the reason my truck got repo and they said because they’ve been trying to call to schedule a payment and since they don’t get a hold on no one they automatically thought I was trying to avoid not paying the bill. The same lady that help me out don’t took it upon herself to noifty on Monday when I made the payment that my truck was already on the system for repo. 


key: chroma:document
string_value:
In January of 2018, I got a car loan for $38,500. In July of 2018, the car loan was paid off, and I accidentally made an overpayment of $320. When I realize that I made the overpayment, I called and they said that they would send me a check in five business days. It has been 33 days and I still have not received a check. When I called to ask about the status of the check, they told me that I needed to prove that they were overpaid. I have spoke with several people at the customer service department and nobody seems to know where the money was put, but they said it could take up to several months to get my money back.


key: chroma:document
string_value:
Oh goodness. Don’t EVER fall on hard or rough times with these people. If you’re 50.00 short on your auto loan, they’ll be sure to call you 50 times daily to remind you just how broke you are! And when we went in to open a saving account the branch manager failed to tell us of the account that was only $25.00 to open. He only mentioned the highest ones because my mother is an elderly woman and I guess he didn’t think I had the slightest clue. Also when they ask me to verify with written consent so they can contact me on my mother's loan, which I have yet to give them, they CONTINUE to call me! But when I call (because I’m not on the loan documents) all of a sudden they can’t discuss it with me. Also when you do call their collections dept. they’re very rude. But we reap what we sow. Lesson learned #138.


key: chroma:document
string_value:
WORST BANK EVER. I only had account for 2 months but had nothing but problems and finally got a letter from them opting to close my account. I opened my account and received my DMV registration. I used bill pay to pay it. I thought that because DMV is one of the largest "companies" in the US it would be in the 21 Century and my payment would electronically be paid. I received my registration and tags in the mail and thought all was well until I came home on a Fri about 2.5 weeks later and got a notice from the bank that a check I had written for $384 had bounced and was charged $35. I immediately called and explained that I had just opened an account and that at my previous bank when I made a bill pay the bank deducted payment at that time so I had a "living" balance so to speak. The rep was good and said he understood and we made a transfer of funds so that they would be there if the DMV tried again and he removed all fees. 


key: chroma:document
string_value:
I paid off my car loan on July 3rd 2018 at the Chatsworth branch in Calif. 2 weeks later I am told it never happened. They have no record of my payment, yet my check was cashed at my bank. I have made Several calls to the bank in Chatsworth and their headquarters in Nebraska. After last calls they said they are researching the problem. It has been over 3 weeks and the problems has not been resolved. To me this feels like a very shady practice. I would never use this bank again!!!


key: chroma:document
string_value:
I went in to close a savings account because I was not using it and because I had another savings account in another bank with better interest rates (that's not saying much). A week later I went to my online banking and my active checking account was missing and only the savings account which I had closed was there with a zero balance. I called the branch on Martin Luther King Blvd., and they said that in order to have my checking account online I had to fill out some paperwork. 


key: chroma:document
string_value:
I banked there for 28 years with no apparent problem except they failed to notify me. I qualified for free checking which they continued to collect fees for after I turned 55. Recently I had a family tragedy when both my younger brothers died traumatic deaths in a short period of time. I was devastated and faced with a horrible task to reconcile two estates.


key: chroma:document
string_value:
We wish we had never allowed anything to be financed through Bank of the West. Can't get anyone until you hold for 20 min. Then they have to put in work orders for anything you need that takes several days to a week! They get attitude when you let them know your needs. They are not about serving their customers with quality.


key: chroma:document
string_value:
I re-financed my motor home & ended up w/ BOTW. Long story short, they have absolute idiots as CSRs, not to mention rude. Since the inception of my loan with BOTW, I have been making additional payments each month & each payment has been clearly marked as PRINCIPAL ONLY PAYMENT. With each check that I mailed to them, this was also noted in my cover letter in bold lettering, all CAPS & underlined.


key: chroma:document
string_value:
We searched and found a great rate for an RV Loan at BOTW (Bloomington) where we live in MN. Logan and Jarod were outstanding in handling our business - professional, personable, and found the answers we needed to move ahead with our business; we are nothing but highly satisfied with this branch.


key: chroma:document
string_value:
** at Bank of the West at 505 Montgomery St in San Francisco was very rude and asked inappropriate personal questions. He also demanded that I tell him names of previous banks where I banked in the past and where I currently bank. When I refused to answer, stating that this information has nothing to do with my banking at Bank of The West, he said he will close my account and hung up.


key: chroma:document
string_value:
They keep changing the website and confusing customers. The HELOC loan statements do not show balance forward after each transaction, just the starting and ending balance.


key: chroma:document
string_value:
Bank of the West is the worst bank I have ever had, they charge fees for everything and steal money from you, I added all deposits for the yr and everything that has ever been deducted and I have over $400 missing money unaccounted for. I checked this because my account was always being charged NSF fees when I had enough money to cover costs. They are far worse than Wells Fargo; I have stopped my direct deposits and closing out my account! Their customer service is horrible, they don't care about their members, nor care to investigate any issues you are having. Do not sign up with Bank of the West!


key: chroma:document
string_value:
I opened a new account a couple of weeks ago and I had filled out my direct deposit with my employer but it did not process this payday which was the 4th of May. They sent me a live check and I used the mobile app to deposit. I was lead to believe when I had asked an agent that it would not be a problem and it would be available in 2 to 3 business days. Well then I was told that it was now going to be available on May 17th. I got paid on the 4th. I have 4th stage metastatic melanoma, which is spreading rapidly. I have a new medication that is waiting to be picked up and that is very expensive called **. I have no money to be able to get it and I need to buy groceries, pay bills, give kids school lunch money... etc. The teller at the branch was nice and tried to help but no luck.


key: chroma:document
string_value:
Called Bank of the West customer service to cancel this monthly fee, they refuse to do it. They say go online and do it yourself. Bad customer service, bad attitude, just another way for rip off banks to take your money.


key: chroma:document
string_value:
Applied for $650,000,000 agricultural division loan. Provided major application package. Eight businessmen partners. New ranch corporation holding company in new Mexico. VP agriculture reviewed package and offered to provide an equity partner for downpayment. VP making loan asked me for the CEO's job and he was making the loan. Loan verbally, prelim approved. Several ranches and cattle under purchase contract by group, CEO did not get the top job-denied. This is illegal for banker to make a loan and get a job at same company. VP banker no job so he changed all the loan terms previously offered ruined loan. SEC and bank regs say this is illegal. It cost our group the whole project as critical time was lost. Reported crime to OCC and bank denied all twice. Criminal charges should be file here. Major damages in millions. Prosecution here? Bad experience trying to get OCC and SEC help.


key: chroma:document
string_value:
My business, which did bank at Bank of the West (BofW), was fraudulently scammed in an equipment purchase by a business banking at another US bank. When the fraud was disclosed to the banks, BofW was slow and seemingly unconcerned in pursuing the matter. The other bank could not talk to me as I don't bank there but I was told by them that BofW needed to contact them to resolve the issue. In frustration at the lack of communication between the banks, I filed complaints with the FDIC and CFPB as well as AGs and finally got to talk to someone at the other bank who told me that they would have refunded the money (1000's) if the Bank of the West had responded to their request for a letter of indemnity. 


key: chroma:document
string_value:
In November of 2017 I accidentally overdrew my account. We paid the fees, and I went to my online banking profile, where I was able to opt out of overdraft protection. Problem solved... until February of 2018 when my account was once again overdrawn and hundreds of dollars in fees were charged. Checking my online banking profile, I discovered my account was once again set to receive overdraft protection. Once again, I turned it off. 


key: chroma:document
string_value:
I will say when you talk to Bank of the West employees at the branch or on the phone they are helpful and very nice people. However to be able to reach them is a total nightmare. You have to follow their automatic system witch lack some of the question you have. Mine was about a loan already paid off. It took a long long time to be able to get the info.


key: chroma:document
string_value:
I have always had positive experiences when dealing with BOTW branch banking representatives. They are always friendly and efficient. I cannot say that about their telephone banking reps however. Most of them appear to be very young females who are inexperienced at customer service, ill-equipped to deal with the public, and can become very arrogant and bossy if you have a complaint. The last one I dealt with had no tact and did not know how to handle an unhappy, dissatisfied customer. She talked down to me as if she was in charge of everything, the customer is always wrong, and I was a child who needed to be put in their place. I finally had enough. I ended up hurling the "b" word at her and hung up. I must have gotten blocked because I was unable to contact another telephone banking representative.


key: chroma:document
string_value:
I have only had exceptional service with friendly, professional help from everyone at Bank of the West. They always go to bat for me when I get scammed or ripped-off. They are fast in their investigation and have recovered money I thought was gone. Hundreds of dollars have been returned to my account when someone got my number and used it for numerous Uber rides in England. That was one of many times they helped resolve problems. I have read some of the bad reviews written about the bank. I can only assume that those people's standards are too high for anyone to meet. They have only exceeded in meeting my needs and were super friendly and professional doing it. They are my best bank yet.


key: chroma:document
string_value:
I am a small business owner in Illinois. I recently found that an ex-employee had gained access to our business checking account. He purchased a car in Oct or Nov. 2016. He called in his car payments to BANK OF THE WEST and gave them OUR BUSINESS account info to pay his car payments. BOW was able to access the phone recording where this person states he is a signer on the account. I also sent them the bank signature cards they requested from our bank. Now BOW won't return my calls and states their "investigation dept." has closed the case. I just attempted to contact them again and was informed there is NO investigation dept. I have filed charges in Illinois against the ex-employee. BOW will not cooperate in providing a name and contact number for the State's Attorney to speak with them. This is so illegal and unethical! STAY AWAY FROM BANK OF THE WEST.


key: chroma:document
string_value:
After having banked with four other financial institutions, I feel I am of the informed opinion to unequivocally state that: this bank is by far the worst I've yet to encounter. Here's why (not exhaustive): The bankers are rude across the state of California (irrespective of my consistent six figure balance- I can only imagine how badly they treat clients with a lower balance). There are lots of fees, many of which are unbeknownst to a client (unless you actually read the 56+ page contract). Horrible telephone customer support. Very limited hours of operation compared to other banks. The various branches aesthetic resembles that of the DMV (and have the same impersonal, bureaucratic, and unwelcoming vibe). Complaints are never addressed. I could quibble on and on but, the point is: look elsewhere, this bank is atrocious.


key: chroma:document
string_value:
For the past month I have been trying to close my bank account with Bank of the West. I have contacted all businesses that I had direct deposit with to let them know that the account is closed and gave them all my new bank info. However something is definitely wrong since I'm still receiving bank statement from Bank of the West and the direct deposits are still being deposited when the account is supposed to be closed. I have been in 3x to find out why the account is still open and they all claim that it is closed yet no one has or will give me any form of confirmation that the account has in fact been closed. 


key: chroma:document
string_value:
In preparation for my 2017 tax return, I ran across a year-old file with an account number and debit card, along with a statement with $120 remaining in my account with BOTW. I call them (spoke to a rep then supervisor named "Latrell") and after giving them all the information about me over the phone, they state they cannot help me. No other reason given beyond that. After giving you my social? My business' name? Fine, I moved on to another financial institution and operations without your bank, but I'm not giving up on $120 now, out of principle. Buyer beware!


key: chroma:document
string_value:
BOW added a "new" $15 fee to my 12 yr old $0 fee money market. So on Jan 31 2018 I changed the money market account to an any deposit checking account at the clerk's suggestion. Today in my balances I see I was charged $13 dollars for that last January business day, $13 dollars! I am on my way to my local branch to close the new account. Running some kind of BOW ripoff okie dokie game here? I am a senior, there are laws to protect old people like me from financial abuse like this!!! Snakes! Not only am I looking for a new bank but they are losing my family business account of $220K. Enjoy the stolen 13 bucks because it's the last dime you will see from us.


key: chroma:document
string_value:
To my knowledge I never signed up for a Gold Line account, but one was created for my regular checking account. There were fees and deposits done automatically, which I didn't know was happening because I'm not that attentive to monthly banking activity. My needs are simple. As a result, I ended up losing several hundred dollars. I think this was one of those situations where you will automatically get this account unless you specifically say you don't want it. I remember seeing it and deciding I didn't want to sign up for it, but I imagine I needed to decline it. This is a dishonest practice, in my opinion. It lacks transparency and takes advantage of people.


key: chroma:document
string_value:
Today was the second time (different locations) in a month a Bank of the West atm has taken my cash without posting the funds. The first time I went through the claims department and later received a letter basically saying they didn't have my money. There's no other process in place for investigating, so I just have to hope they don't steal my money again.


key: chroma:document
string_value:
I had opened my new checking account with Bank of the West in August and I believe they took advantage of me because I was new. So what happened was I used PayPal to pay for a few items. When I say PayPal that is the debit card I used thinking it would draw money from my PayPal credit account which I also have. I quickly learned I had my PayPal card in sync with Bank of the West. 


key: chroma:document
string_value:
For 7 months I have been sending in payments on a loan at or near the beginning of each month. Payments are due on the 14th of each month. The Bank of the West, so far, waits until 1 or 2 days prior to the scheduled payment date to process these funds, cheating me out of interest credit. This, in my opinion is a lack of integrity on the part of the Bank of the West. I would appreciate either an email or phone call from Bank of the West with regard to this issue.


key: chroma:document
string_value:
Bank of the West is one of the worse banks I ever dealt with. They sign me for overdraft protection but what they don’t do is just that they charge the account every time but they don’t pay for the charge that came to the account. And when you call them they have no answer. Another thing, I was going to vacation. I called them 3 days in advance. Give them the date and time I am leaving town. When I got to my destination they froze my account. It took two days of phone calls before I was able to use my card. Wouldn’t recommend them to anyone.


key: chroma:document
string_value:
Made it my day start all bad. I went to deposit my money on Sat morning 09/23/2017. Was out there for 15 min. The teller seen me when depositing the money. Out of nowhere the ATM machine kept saying in process. 5min before opening I told them what going on. The teller just told me give it some time. When they open I told them what was going on instead of helping me they help 3 customers before me and I was the first person there. And on top of that made me late for work 40 min. But what upset the most was that they still wanted me to come back in one hour. Then she told I would have till Monday after my money card getting stuck there. They didn't bother to look into it. Because of that I didn't have no money because they had to do a claim and I wasn't able to get my car. But to collect the overdraft you guys are good but when come to helping you guys to take forever. I’m really disappointed with this bank. Smh.


key: chroma:document
string_value:
Since becoming a customer with this bank last year, I have noticed that there have been repeated discrepancies involving what is reported as my balance (both available and current) and what is later changed to show an overdraft. For instance, I closely monitor my balance due to budgetary restrictions. I not only keep a running balance based on my records but I will check online and at the ATM site where I make my withdrawals to be sure I have enough that is "available" (the actual amount) to withdraw so that I am not overdrafted. 


key: chroma:document
string_value:
I purchased a boat back in 2007. The financing was done by Bank of the West. I have had no problems with them until I paid off the loan in late July 2017. After waiting until about 15 August 2017 to receive the title I called the bank. I was told that all paperwork required had been sent out but they would send another copy. I waited until around the 27th of August 2017 and received the title for the trailer from Virginia DMV. I called customer service again and was told again all the paperwork was sent out but that the title was held by the dealer I purchased the boat from 10 years ago. I knew that was bull but told the customer service person I would contact Lynnhaven Marine and inquire. 


key: chroma:document
string_value:
There is NO security, day or night. My closest branch is practically in the middle of a homeless encampment. So it is a little scary. Super happy with the behind-the-counter staff. The tellers are very, very friendly and nice but the bank officers, not so much.


key: chroma:document
string_value:
Today I made what I thought was a simple transaction from the drive-in window transferring money from one account to another... After the transaction, the teller returned the tube with no paperwork or receipts. I ask her for the transaction receipts and her response was to give me balances on both accounts that were involved in the transaction. I ask her for receipts showing both the withdrawal and the deposit into the corresponding accounts and I was told she didn't know how to print those receipts. I asked her how long she worked in the bank and her response was 3 months. I asked her the question assuming she didn't know how to perform the receipt transaction and I told her I have copies of previous receipts showing the information that I requested... Deposit receipts. I proceeded to go inside the Bank of the West building to talk to the teller and was told the manager of the bank would discuss the situation with me...


key: chroma:document
string_value:
My response to the Relationship Banker concerning a home equity line of credit... have been going through this revolving door for months: You say the appraisers will be here in a few days. Then you say you need more paperwork. I supply paperwork. You say all is well, the appraisers will be out in a few days. Now you say you need more paperwork. Let me talk with my wife, but this has become silly. Probably we will just forget the whole thing.


key: chroma:document
string_value:
I love my branch & employees, Castro Valley, Ca. I put the bank itself in with all the banks. No longer a real branch manager who makes credit decisions. They're just a title. The Back office is the Iron Curtain between old way & this new way. Some of this evolved out of the 2008 US "E" collapse. And we can thank Wall Street Financial Inst. & Congress for the over correction.


key: chroma:document
string_value:
They are wonderful and even know my name when I enter and say "hello". Their accounting and advice have been great. They send out notices when CDs are due and get you the best rate.


key: chroma:document
string_value:
I have been dealing with this bank since I got a car loan and they were the lien holder so I opened an account. Big mistake. I have had so many complaints and incidents, most recent today I go to their ATM and withdrawal 300 from another bank account. At a different bank the machine gives me fifteen bills like it was supposed to but in the middle was a $5 instead of a $20. I go inside and ask them to count the ATM out and find out what happened and of course they look at you like you're a second class citizen. Had to leave before I say something to get arrested. They called me to submit a claim about the money and left me on hold 6 minutes then hung up on me. Excellent customer service!!! They SUCK!!!


key: chroma:document
string_value:
The Bank has been handling my grandfather's trust for 2 years. My father passed away and I have been trying to get information. The account manager told me I was not the major person and he had 100 other accounts that were more important. The Trust is worth over a million dollars. They have been rude and talked down to me. I also feel there is an issue as to how this has been handled. I asked for an accounting and was told this would cost me a lot of money. I would never use them for a trust and I should not have to get an attorney to obtain information.


key: chroma:document
string_value:
I was referred to BOTW by a friend who is a real estate agent. Called into the number to apply for a home equity line the morning of July 21, 2017. Spent 40 minutes on the phone with Jacqueline giving information. With the loan I would have a 30% LOE and I have a credit score of 803. I heard nothing back, not even an email that confirmed that I had applied until Friday the 27th. In the meantime I received another referral to BVNA Compass. Called, spent 30 minutes on the phone. Sent my documentation an hour later, received a conditional approval within two hours. Was called by the branch manager in Walnut Creek to make an appointment the next day to open the checking account. Also the rate was 2% lower. BOTW needs some serious work on customer service.


key: chroma:document
string_value:
When everything is going good they are your best friend. When you have a problem not so much. The BotW in Tehachapi doesn't return calls and when you are mailed a ph# 800-488-2265 for customer service and asked to call it and give your reference # the employee that answers the phone says the number you called does not handle problems with reference #s? and refer you back to the local BotW.


key: chroma:document
string_value:
My story is so long... But in a nutshell. Held my check beyond where they advised me. Spent 25 minutes on customer service line, disconnected. Asked my branch, Redondo Beach for assistance completely worthless. The highlight was when I asked my branch why they couldn't give me quick ring that they were bouncing my check, charging me 35.00 when I had the funds in my account. She said, "We used to provide customer services, but people complained we called too early, so we don't do it anymore." IF ANYONE who worked for me said anything like that to a customer they would be fired on the spot.


key: chroma:document
string_value:
I want to file a complaint against your employee ** NMLS # ** located at the 201 N Church Street office in Las Cruces 88001. I had a Farmers Insurance check deposit transaction and received orders from Ms. ** instructions to get my wife to endorse the check and include the Farmers Insurance claim review information or statement. I said to Ms. ** this a deposit not a new loan, she shouts back at me, with four customers in the bank that the bank owns my house and requires this information. I told Ms. ** that the bank does not own my home, only has a lien on it. She again repeated that "the bank owns your house."


key: chroma:document
string_value:
It takes a lot to get me upset enough to write a review. This bank, Bank of the West, needs to do some serious, serious employee training and firing. I was floored reading the number of complaints with the exact issue I experienced on here. We were promised title to boat 10 days after payoff. On the 25th day after talking to 3 different people the last Dana ** who claimed to be the manager and told me we had been talking to the WRONG people and they didn't know what they were saying. HELLO didn't know what they were saying. She said the title would be sent out the 31st or the 1st. I then asked her because of the runaround what will be the excuse on the 1st if it's not sent. No reply. Thought she hung up on me then asked her why she couldn't understand that question and please treat me like she would want to be treated. She eased up a little but said she has heard enough. 


key: chroma:document
string_value:
I added my checking ATM (MasterCard) to Samsung Pay (android). I deposited $1,000 in cash on a Friday afternoon. I couldn't get to my money using Samsung Pay. I called customer service and they said I had an old card even though they had just sent it to me. They suggested I call MasterCard but wouldn't give me the number... my other card from Chase (visa) worked fine. It is now 3 months later and still didn't work. Bank of the West won't return my phone calls and letters to their headquarters go unanswered. I opened a new account at Wells Fargo and the ATM card worked in Samsung Pay the same day. My conversations with Bank of the West employees about this issue usually result in rude, arrogant, and disrespectful responses by the bank's employees. What a horrible experience. I hated it. Maybe they are going out of business? Bank of the "Past"?... call me!


key: chroma:document
string_value:
I have headaches with this bank from the start, should have closed my business account at day one. Nothing but trouble with them, charging for stuff not needed to be charged. They will decide what is priority cheques and hold cheques so your account can go in default just to charge you NSF fees. When you deposit a business cheque into your business account they will put a hold on cheques, although the cheques has cleared and been paid to them from client's bank, just to see if they can cause something that they can charge you for.


key: chroma:document
string_value:
I would give this horrific bank a zero rating if possible. They don't deserve even one star. Aside from manipulating debits to gain overdraft fees they closed out account in a heartless and devious manner. We were still struggling after the loss of our company due to the 2008 big bank corruption. When our BOW went $160 overdrawn we called to explain a big deposit was due in a week's time. The conversation was amicable. The deposit was made on a Wednesday. It showed up as being in "processing" and as Available Balance as well on Thursday.


key: chroma:document
string_value:
Bank of the West has been a horrible loan service. We had a boat loan for 10 years and had nothing but problems. Found ourselves late on a payment and informed the first person who called that we would have the payment made on the 5th and asked that the account be noted. They proceeded to call everyday straight for 6 days while claiming that the automated system does not allow for notes to be considered. When we paid off the loan, they sent the title to a home address we left 8 years ago! They were informed of the move when it occurred and they had no problem sending statements to our new home but when it came time to send the title, they didn't know we moved. Such BS.


key: chroma:document
string_value:
Bank of The West is Horrible. First off this bank does not provide great customer service with any department or branch you come in contact with. I am a business owner and deal with PayPal to pay different merchants to vend at their events. I had two events which I paid through PayPal, one for $500 and one for $1,000 two weeks apart. The event for $500 never happened so I called PayPal to dispute and receive a reimbursement. They notated the account and advised that all I had to do was call my bank and have them contact PayPal to reverse the transaction. I was very specific with Jeremy from the claims department on date I paid, and amount. Two days later I had a reimbursement for $1,000. Bank of The West reversed the wrong PayPal transaction. 


key: chroma:document
string_value:
Very dissatisfied is way too high of a Rating for this bank. They don't deserve a single star. This bank should be investigated for all their re-arranging of debit card transactions to acquire more overdraft fees. When I talked with a regional manager, actually 2 different regional managers, I got two different stories from the both of them explaining why transactions were put on a so-called hold status while other transactions made after the one on hold gets processed. Well of course they hold the small amount and process the larger transaction because regional manager says "Well we want to make sure the important ones go through which are the higher amount transactions."


key: chroma:document
string_value:
I recently created an online banking account for my Bank of the West Mastercard (This is the only account I have with that bank). First, If you mistakenly sign-in with the wrong password after two attempts the system disables your account and you will need to call the number that's listed. This situation has happened to me twice. The first time the representative reactivated my account quickly by asking a few questions. Unfortunately, again I forgot my password and my account was disabled. 


key: chroma:document
string_value:
I’ve been with them over a year. My initial credit limit was $5k. Over a year later I called for a credit line increase and I’m declined. I have perfect payment history with them and a high credit score. I have Amex accounts with $25k plus credit lines. I paid my account off and closed it same day. Plus their app/web performance is horrible! Sluggish and constant error messages. I’d bank at a place that doesn’t seem like it’s still stuck in the 90’s.


key: chroma:document
string_value:
Being with PenFed a little over a year and I have had fake overdraft fees that required me calling to correct. They have rude customer service that talk over you and never get to your issues without wanting to transfer you. Upon changing my direct deposit all of the sudden overdraft fees coming in, I would consider this as the worst credit union ever.


key: chroma:document
string_value:
Don't trust this bank, they do not protect your money. I lost my iPhone and Wallet and within hours notified them, provided police report and proof of new iPhone purchase and they still denied my claim with no reason as to why. I am shocked every other financial institution assisted me and was able to credit me back my stolen unauthorized fraudulent activity except PenFed. I would think twice before opening account with PenFed as they do not protect your money.


key: chroma:document
string_value:
PenFed now requires 2-factor ID to login to your accounts. PHONE is the only option for verification. No phone access, no account access. We were given NO OPTION to select an email verification. If using desktop, IPAD or tablet, you need 2 devices just to log on to your account. Obviously these arrogant IT nerds do not travel often to areas with no or limited or costly phone access. Plus I am concerned there must be a significant security issue with this institution because none of my other online banks have this mandatory phone requirement to get a login code. After many years and with sizeable deposits, I will be diversifying.


key: chroma:document
string_value:
I have the Penfed Platinum Visa for over 12 years. At the beginning, I was getting True 5% on Gas and 3% on grocery. Then things changed. While they continue to give the same cashback, when you try to claim your rewards they will deduct 5880 points for a $50 Visa. Which is 880 points or $8.80 extra. It's is way less than 5% or 3% redemption. This is deceiving business practice. You can still get some store gift card on sale, $50 card for around 5000. Buyer be aware.


key: chroma:document
string_value:
Transferred money out of my local credit union to PenFed. Money came right out of my credit union but PenFed decided they want to hold the money for several days bouncing the check. Do not recommend using them, poor customer service.


key: chroma:document
string_value:
I highly recommend NOT using this CU. I recently used PenFed CU for CDs and found that they are by far the worst (member unfriendly, staff incompetent, slow, and have the most exorbitant fees/penalties) credit union with which I've done business. And I have done business with several local and online financial institutions over many years. To close my CDs it took a ridiculous number of contacts (phone and email). I was given the wrong information more than once, my requests were not completed or not completed timely and several of the customer service people I communicated with were short and not at all helpful. It took close to a month to get my money! Again, I highly recommend NOT using this CU.


key: chroma:document
string_value:
I have a been a member of this bank for 20 years but with all the updates and people on board with not experience or care has caused major problems for me. The new bill pay system has caused me to have to make payments myself that I otherwise wouldn't have to. They know it's not working properly and have not allowed the members to not speak with the bill pay department directly. This is terrible coming from the 2nd largest credit union. I mean the representative get on the phone and try to talk to you like you are a dumb and that you are the problem when it's PenFed. I am very disappointed in them..very! :-(


key: chroma:document
string_value:
Literally PENFED is messing up my credit score! The payment method is outdated, the application is horrible and 70% of my payment get kicked back for "insufficient funds" no matter how much money I have in the account. It makes no sense and it takes a whole week for the payment to process? No more payment options? I don't have this issue with my other vehicles! They need to update the payment method and let the customer pay at the spot with their debit card AT LEAST! The late fee is extravagant and it should be like that if you have the funds. When you call, nobody knows what is going on, there is no use when they "leave a note" in the system. AND STILL WAITING for my debit card in the mail AFTER 8 MONTHS!


key: chroma:document
string_value:
I never write reviews, good or bad but here goes. I did an early withdrawal on 2 CDs in November knowing and paying the early withdrawal penalties - no problem. For the next month I tried to set up an external account online to transfer my money to another institution. To set up a new account you log in and go to Link External Account. Once there you are presented with 2 options: Immediate Verification and Manual Verification. Using Immediate verification I enter all my financial institution info, respond to their validation text and then get this message: "Unable to Complete Request. We had a problem gathering the account details from your other Financial Institution. To register your account, either use the Manual Verification option, or you may attempt Instant Verification again later."


key: chroma:document
string_value:
The level of dysfunction of the online banking website is becoming intolerable. Functions like links to external accounts for transfers, and the online payment function for loans…inc my mortgage…just “disappear”. Customer service is a joke, want to make it look like problem is with my “device” though same problems with multi devices and OS. After literally decades with PFCU and some pretty sizeable savings accounts, I am exploring alternate online services.


key: chroma:document
string_value:
PFCU has been my go-to bank for many years. However, recent "updates" to the website have made it slow and cumbersome requiring multiple clicks to do anything. Getting to your credit card charges takes multiple tries and is very slow to pull up info. I've been trying to change something online to no avail. So I called them, only for them to tell me they needed a "verbal" passcode that I assume at some point provided them (?). The first person I spoke with said it would be a couple of hours for the request to delete was "processed", when I called back later the second person said 3 hours and then when I called back again a third person said 24-48 hours. (??)


key: chroma:document
string_value:
The customer service rep just told me their IT department doesn’t work weekends and can’t fix their app (won’t deposit checks) until Monday when the staff come to work. What kind of organization has a major functional issue and doesn’t have it fixed before three days have passed???? Not one that I can count on, that’s for sure.


key: chroma:document
string_value:
Penfed is the worst checking account, transactions are slow, just deposited a check that will take 5 days for availability. The absolute slowest bank or credit union mobile check deposit there is, come on it's 2022.


key: chroma:document
string_value:
For 40 years PenFed was my “go to” lender. After negotiating a loan & term online, drove 60 miles to pick up check & they had changed the interest rate & electronically “forged” my signature on forms.


key: chroma:document
string_value:
Penfed Credit Union allows customers to initiate a Non-Fraud Card Dispute process on a credit card transaction. However, they do not take any action and the dispute is always closed in favor of the merchant. They say that they can only handle fraudulent transactions. I have never seen this behavior from a credit card company. Also, they miscalculate the statement balance and keep tacking interest charges and finance fees. I email their customer service ahead of time indicating the statement balance calculated by me based on the transactions for the previous statement cycle. I do not get any kind of confirmation. After I pay the balance, they add interest charges and finance fees.


key: chroma:document
string_value:
I would caution anyone from ever using PenFed Credit Union for their Mortgage. Our initial call with the Loan Officer went great and they locked us in for 45 or 60 days at a rate lower than market value which appeared phenomenal. We put an offer in on a condo and PenFed claimed they may even be able to close in 25 days but guaranteed 30 days, which was great! Then the trouble began:


key: chroma:document
string_value:
If I could give it no stars I would. Beware of their conditions! They take forever to close an account. It's been over two weeks and I still can't get my money. I have two cds with them and I need the money so I have to close two of them. They dont tell you that if you have to break it before the term, that you lose all interest and if it's over 365 days, you get charged not only all the dividends and interest you made but the amount that you would have made for the term of the cd money market so now it's eating into your principal! I had money transferred from another bank into their savings account and then opened a cd money market with it. Now I can't get my money back for 60 days until money has been transferred into an account with them for at least 60 days. I am fed up. Who does that. Beware!!! Everytime I call or send an email, I am told to wait another 10 business days. I am just warning all of you out there, do not put your money in Penfed!


key: chroma:document
string_value:
I have been with PenFed for about 3-4 years, I always accounts in good standing, banking and savings, and I never missed any payments. All of a sudden I keep getting late charges from PenFed for payments that I ALWAYS made on time. The past few months every time I've made a payment I get a system error, but then eventually I get it to go through. Then when I go back the next month to make a payment on my credit card, the payment I made is gone, and I'm charged crazy fees, which equate to 4 x what my payment was. I'm curious to know how many other people have experienced the same thing for several months now. I can only imagine how much all of those fees add up to. 


key: chroma:document
string_value:
- In person was not very customer service like. Rude employee who assisted me in applying for an auto loan for used vehicle. - Today 20220505 I spoke with an employee on the phone about several questions with my pre-approval loan and she was rude as well. Not to mention that when I was asking about which APR I would select and what my payments would be for the used auto loan, she informed me that my loan was a new auto loan, and that my rates would be different.


key: chroma:document
string_value:
As a Pentagon Federal customer for the better part of 20 years, it is startling that people that are obviously barely employable have access to financial information. The hoops and the nonsense and the button pushing and the waiting on hold is insane. It took me 45 minutes to get connected to a 'mortgage officer' and once I gave him all the information I never heard from him again. I emailed, I called, I emailed, I called.


key: chroma:document
string_value:
They made a mistake when reversing a fraud charge at the same time they were converting from one accounting system to a new one. They put the charge back on my account and 6 months later I still cannot get anyone to actually fix it or that knows what happened to actually call me back. Their customer service reps are very low functioning and seem completely untrained. Always several transfers to someone else that I then have to re-verify with. They are a nightmare to deal with. 


key: chroma:document
string_value:
After over a year of trying to close my autistic younger brother's account so we could deposit the money in a court-ordered trust fund, they finally sent the check, to the wrong address! This sojourn started over a year ago when my mother died and her estate went into probate. After supplying PenFed with the court order placing myself and my brother as co-guardians and co-conservators of my autistic brother's estate, plus all relevant information, they continued to drag their feet on liquidating the account month after month. Finally, they mailed the check on April 2nd of this year to the wrong address after they had been supplied the correct address well over a dozen times as well as it being recorded on the court order! As the title sums it up, the level of incompetence is unprecedented. If you open an account with these people, be aware that you may not be able to close it without playing musical chairs for the better part of a year.


key: chroma:document
string_value:
My experience with these PenFed employees was terrible. Angela **, Megan **and Brandi ** don't know what they're doing. Angela is a Mortgage Processor, Megan is a Digital Mortgage Loan Officer, and Brandi Balch is a Director of Mortgage Operations. Unfortunately I had to do their job. We were supposed to close on 03/11/2022, but since Angela doesn't know what she was doing, she submitted my documents late to the VA. Obviously, VA has its own rules. I had to contact the VA loan department to get information that the lender was unable to obtain for some reason. Then I had to email them the information the VA gave me. Also, they do not verify the documents you send them. Why am I saying this, because when I contacted the VA, the officer told me that the Closing Disclosure was unreadable. PenFed has a good rate, but these mediocre employees raise your blood pressure. Buyers should be aware of these mediocre employees.


key: chroma:document
string_value:
Pen Fed Loan Officer had me pay for an appraisal for $580 then told me my debt to income ratio would not permit loan approval. I clearly explained my income reduction due to COVID impacts on my employer out the gate because I didn’t want to waste time. After charging my credit card $580, the loan officer then told me underwriting wouldn’t approve the refi and that I should not have been required to get an appraisal because they knew my debts and income long before and had analyzed it. They stole my money, wasted my time and lied. I will NEVER spend money with them again although I’ve been a member for 30 years. I withdrew all my money and deposited it in another institution. PenFed is a fraud, the loan officer is incompetent and they’re both thieves. I hope everyone takes their business elsewhere. PenFed is criminal.


key: chroma:document
string_value:
I've had an account for over 20 years, and what I've found is that their app always has problems and $250 dollar checks take an entire week to clear. I don't know how anything takes a week to process in this day and age.


key: chroma:document
string_value:
PenFed uses the acronym "credit union" when in fact they do not help anyone lower income! I have perfect credit and was looking to refinance my home with over 200k in equity. I have been receiving emails almost every other day from Penfed asking me to refinance with theme, they will even offer $500 at closing and no closing costs to try and bait you in. So I finally gave in and applied, most of my income is rental income which my loan processor told me I should not include on my application? I knew that was a mistake, but I went ahead and of course was eventually denied by the underwriting department because of excessive debts relating to income without any further communication from Penfed. SAVE YOURSELF the aggravation and apply for a HELOC or look elsewhere other than PENFED!


key: chroma:document
string_value:
Pentagon Credit Union redesigned their website and now it is not user friendly. It is difficult to make a payment on a home equity loan. If you click on make additional principal payment it removes the standard payment for principal and interest making your account delinquent. It looks like you must make the interest and principal payment, then log out and log in again to make an additional principal payment. I am not happy with their website.


key: chroma:document
string_value:
I have over 25 years of investing experience and secured over 40 loans from 20 banks other than PenFed. I have never witnessed such incompetence, never experienced such a lack of basic communication and never received such abysmal treatment as I did with this company. The following are some warning highlights based on my personal experience. Failure to head them MAY cause severe financial upheaval as well as destroy your ability to buy your dream-home...


key: chroma:document
string_value:
My husband and I just closed on our refinance with PenFed, which we used based on a friend's referral for a good rate. While we did get approved for a decent rate, the experience after the initial quote was absolutely horrible. I'm not sure it was worth the .2% we saved. Our loan process began on 9/24/21 and was consistently delayed despite our providing every requested document in a timely fashion (4 months to the day!!). The loan processor was rude, treated us like a chore and like she didn't have time for us because she was just so busy (like we don't have jobs), and always tried making up a zillion excuses as to why she couldn't manage our loan properly. 


key: chroma:document
string_value:
Well it used to be 4 stars - but that is because I never asked for more of my $ than the ATM can give out. December 9 I took almost a 100K check to Pentagon Federal Credit Union on Miramar Rd. - because they had refused the wire transfer from the mortgage company. I requested a large cash out from that check. It is December 28 and this cash out has still not been successful! Pentagon Federal on Miramar Rd as well as thru the 1800# has consistently failed with any pro-active customer care, situation ownership or active problem solving to attain the resolution of simply complying with my legal request to access and possess my legally earned earned funds in a cash form.


key: chroma:document
string_value:
PenFed, Worst credit union ever, their system is screwed up and removes a number from my account in their system when they try to take a payment. I've made them aware of this after spending HOURS ON THE PHONE with customer service, twice they've made the payment on the phone with the correct account number but when they try to process it through their system it gets screwed up, twice I've initiated it online, and even though it's stored correctly online, same thing happens.... SO MY PAYMENT NEVER GETS MADE, YET NO ONE CONTACTS ME ... IF I DIDN'T PAY ATTENTION THIS CRAPPY CREDIT UNION WOULD RUIN MY CREDIT SCORE SAYING I MISSED A PAYMENT, EVEN THOUGH I'VE MADE IT 4 TIMES!!!!


key: chroma:document
string_value:
My recent experience with PenFed mortgage financing was awful and I would not recommend them at all to anyone. I started my loan process back on August 9 and at that time, I was told that the typical time to close was 60 days so I fully expected that PenFed would be able to close this loan by the middle of October at the latest. Since August 9, I have submitted and resubmitted all of the requested supporting documents and attempted to stay in regular contact throughout the loan process with my loan processor, rarely receiving a return email or phone call. For every request from PenFed, I responded immediately after I was asked and followed up each time. Conversely, PenFed did little to bring this loan to a close and rarely communicated with me. 


key: chroma:document
string_value:
We got a mortgage about a year ago. It was our first one, and we were prepared for it to be difficult, but it was a disaster. Constantly asking for documents we had provided. Asking the same questions over and over again. Something was going on where they didn't have much faith in us and this slowed down our loan to the point we had to pay the seller off to stay in the deal. Because of our experience our broker stopped using them, saying he had never seen such a qualified couple have such an issue with a lender, going back to 2008.


key: chroma:document
string_value:
After being approved for a $20,000 loan, receiving the check, depositing the check into a savings account with their institution, transferring $2600 to an external account and twice making $999 Western Union transfers to my granddaughter.,,suddenly just out of nowhere my identity needed verification again. I had been in the hospital and my Social Security card had been lost but I was told that along with my government issued ID and utility bill some kind of tax form would work as verification of Social Security Number.


key: chroma:document
string_value:
Like Jennifer who reported in August 2021 she felt that the Penfed customer service dept is disjointed and on something (paraphrasing her review), I too felt the same way. Something is very very very wrong/off with Penfed. This is NOT the Penfed of OLD but the Penfed of new and this is a wake up call to upper management to check your front line. Your customer service reps are TERRIBLE!! They don't answer questions, emails correctly. They constantly hang up on you. They don't show any empathy. Based upon my own personal experience, they don't have any respect for the customer. We're just another number to them and they don't care what they tell you. 


key: chroma:document
string_value:
I received a flyer from PenFed saying I’m preapproved for up to $30,000. (And I have an account with them but bank with USAA.) Decided I would get a personal loan for $10K to pay off another higher interest loan. First, their website…On your phone and probably other hand held devices…primitive, lagging and all kinds of issues. It’s 2021 and you don’t have a website that can work properly?? That’s a good clue to probably stay away. After several tries I finally sent in the information to be approved or not. I understand that they do a soft pull and see I could possibly get this loan but not a guarantee. After hitting send You’ll get the standard “you will hear back in 24-48 hrs on our decision”. 


key: chroma:document
string_value:
I am seriously at a loss for words at the way I have been treated by this company. Not once, not twice but three times now!! I should not write a review now as I am still so angry. Dealing with the people who work in member services, (toll free number), is like dealing with two year olds who are in their own world. It is like dealing with zombies! I ask a question and the responses are not even related to the question! Are they on drugs? I'll write more later. I am too ticked off right now and I very very rarely post bad reviews but this company should be ashamed of the way they treat people. The people who are training and doing QA need to be fired, along with the employees. I am closing my accounts ASAP today!


key: chroma:document
string_value:
I have been very frustrated with PenFed regarding my loan for many reasons. First, I have reached out via phone call and email several times to have a supervisor contact me and no one ever did. Eventually my loan officer reached out to say the underwriters were still processing the loan and never explained or apologized for the delays. The loan took 5 months to close! I always provided all documents within in days but then it took weeks to review then ask for additional documents. This process was a torture. I finally signed the closing documents then it took 11 days to send funds to my old bank and 2 weeks to send me my funds which was suppose to be overnight!


key: chroma:document
string_value:
Started a refi application in March 2021. I checked with Penfed being that I have an auto loan and cc account with them all in good standing. The penfed employee was great, took tons of personal info, pulled my credit, etc. and was approved by penfed confirmed by the employee. The employee said I would be contacted by another employee with further instruction. Well that's where it went downhill. After about two weeks I'm asked by a loan officer for a ton of information, most of which was submitted with the initial application. Send in all the info, two weeks go by then another loan officer contacts me requesting the same info, submit all the info again, two weeks go by then another loan officer contacts me requesting same info, now I contact the initial employee expressing my concern as to what is going on. 


key: chroma:document
string_value:
The rates on deposit accounts are above average. Customer service falls incredibly short. Expect to wait 15 mins+ each time you call. I had a credit card charge that was disputed, as the merchant put in writing I would be refunded. With this in writing PedFed said “There is nothing we can do, and at least it’s only $112 lost.” Really? I immediately transferred all accounts $25k out… Trust is a major factor of banking and if I can’t trust a small issue to be handled, I can only imagine the maze with larger concerns.


key: chroma:document
string_value:
We decided to refinance our home after 17 years and decided to go with Penfed. The loan processors were great until we decided early in the process to cancel. Now Penfed refuses to return our calls regarding our $490.00 appraisal fee.


key: chroma:document
string_value:
Bad bad bad! They said I was approved for a credit card, but still have my account as restricted. They keep telling me I have submitted all required information but keep asking for documents I uploaded already. It has been over 90 days!


key: chroma:document
string_value:
I wish I could give a NEGATIVE 5 star score. I have been a member of Pentagon Federal since active military duty in the 1980's and in the past I had no issues with their customer service. Recently I decided to refinance my mortgage with them. I spoke with a loan officer named Rocky, who seemed like he knew what he was doing. He offered a great VA loan rate and I decided to go through the process. He never discussed locking the interest rate and I was shocked when many weeks later the loan processor called and questioned why the rate had not been locked. This step had not been discussed with me and I was made to feel that it was my fault for their lack of attention to detail. 


key: chroma:document
string_value:
Had a horrible experience with PenFed Mortgage Department, I was on hold for a long time every time I called them and the loan officer “Randina” was totally useless and unprofessional, she never answered any of my question correctly, although I sent her all my documents ahead of time she never done her part to qualify me right, I worked with her for 2 months before I get into contract and sent her everything she asked me, when I actually got into the contract and after paid $300 to do the home inspection she told me that they can not get the loan done, she wasted so much of my time and not only that I paid for home inspection for no reason. I have many emails in writing from her that she confirmed that I am good to go for the loan.


key: chroma:document
string_value:
Don't leave a bad review. They will drag their feet and become more inept. My wife and I are trying to refinance our home, but once we hit 140 days waiting to close, and for them to do their jobs, my wife wrote a review saying that they are slow. Know today, we hit 183 days!!! We have an email telling us closing would be in a few days. THINKING it was finally over, what happens they never pulled the title. BLOW US OFF. NOT EVEN A CANCELATION EMAIL, NO PHONE CALL, NOTHING!!!


key: chroma:document
string_value:
I started the VA Loan process on 9 June 2020 and received a closing date of 10 AUG 20020. I was contacted a few days prior and told that, “due to covid” the closing would be postponed, but my rate (2.5%) would carry until closing. I requested an increase in the loan percentage, I borrowed, and lowered the APR, but all paperwork was completed by 7 OCT 2020. It’s now 16 FEB and the closing dates I was given (one at a time) “the end of January” and when that didn't work, “5 FEB” have both passed, uneventfully!


key: chroma:document
string_value:
We started a home loan with PenFed in July with a closing date of Dec 31, 2020. They waited until Nov 15 asking for a ton of information, to process it, which we provided. Then on Dec 2, 2020, they tell us they can not get an appraisal done before closing which meant we would lose the house. This left us scrambling to find a new mortgage company with less than a month of closing. Very bad service with no concern to help with this.


key: chroma:document
string_value:
They froze my debit card for unusual charge to a vender that I make monthly purchases from. No text, call or email asking to verify purchase. Instead you have to call and wait on hold for about 30 minutes to get verified by one agent then they transfer you to another agent who you are placed on a long hold again. Then you have to verify as well with that person and start over like they have no idea who you are or why you are contacting them. This was a huge time consuming process but I could deal with that. These things happen especially this time of the year. 


key: chroma:document
string_value:
Sad to report that PFCU mortgage let me down. Once a place to get great products and service no more... I have been struggling since July 2020 on a PFCU equity refinance. The PFCU mortgage folks found a great 15 year fixed solution for me. The problem, it took nearly 5 months to close. Now the refinance with PFCU to a fixed 15 year is finally closed November 13, 2020 and we were able to payoff the first mortgage, the PFCU equity line, and a PFCU VISA card balance. Pretty awesome...


key: chroma:document
string_value:
I would greatly appreciate a reason why my wife and I can't get a straight response from PenFed for this awkwardly long refi process. We have made financial plans based on the constant coming and going of closing dates we've received for the last seven months and it's deflating. We have made numerous attempts to get in touch with someone and when we did, shortly thereafter the contact stop. This experience has been so disappointing compared to our previous transaction with PenFed. I'm in finance with my work and the way my wife and I have been treated currently by PenFed is totally deplorable. At this point, it is beyond getting the refi request to feelings of being disregarded, disrespected and totally neglected. I'm sure, in the past seven months business didn't stop for PenFed, but for whatever reason PenFed business stopped for us. Prayerfully, someone from PenFed will give my wife and I some clarity or closure. Thanks.


key: chroma:document
string_value:
So for many years we were highly satisfied customers not Belvoir Federal Credit Union... then Penfed (initially we thought the 2 merged, quickly realized that Penfed took over.) We also realized that we were dealing with the “Kmart of banking”. Familiar Tellers were gone with young or foreign born replacements, void of the basic customer service skills we had experienced before. Long lines, unexpected closures, no working ATMs, etc. now I’m sitting in a drive through line with 10 others cars and finally. Considering a bank change ASAP after an unannounced week long closure where a note was posted on the door with no reason that they would be closed. I’m done. I’ve voiced concerns before with no service recovery efforts returned on their part???‍♀️ Do not even consider trusting your money with this organization.


key: chroma:document
string_value:
Over 5 months to get a simple refinance in which Pen Fed is already the mortgager. No one calls back. Suddenly added points to the loan- saying lock expired- and wants me to pay for their incompetence.


key: chroma:document
string_value:
Penfed Credit Union was a great decision. Jeremy ** was our loan officer and if I could give 10 stars, I would. He was great and very helpful in the whole process. Not only did the rate beat every other rate, but Jeremy also took time to answer my texts, emails and calls to help walk me through every step of the process. He responds quickly to all of our questions and was a great help on each and every step of the entire process. I had an amazing and impressive customer experience because of Jeremy. Highly recommend Penfed and Jeremy in particular! Thanks to both!


key: chroma:document
string_value:
Factual. Approved in 2 days on 10/06/20. As of 11/14/20, no funds have arrived. Multiple calls, I stopped the check 11/6 requested a replacement. They said sending Express mail. Still no check. Pmt due.


key: chroma:document
string_value:
I applied for VA refinance of my home on June 8, 2020, and had my VA appraisal completed on June 16, 2020. On July 2, 2020, PENFED after advising my loan was approved advised they had everything to process my loan. I paid for my the appraisal and began asking for a closing date. The first excuse given by loan officer was that my loan was low priority because it was not under contract for a home sale. The second excuse given was that the loan officer takes 60-70 days to close a loan. Then I was told on September 16, 2020, my loan was sent to underwriting, this was relayed by the third loan processor assigned to my loan. Twenty seven days later the loan officer claimed the loan processor had completed my loan and it was ready for submission to underwriting. 


key: chroma:document
string_value:
Worst customer service ever had...Each day different stories from different people. They dont have any knowledge about what they are saying. I was reported ID theft numerous times for 2 credit card fraudulent charges but they never took serious about that. Now they are reported one more credit card opened in my name so total 3 cards (credit limit 90k..cant believe) now charged off and 2 previous cards they sold to UHG I LLC. Now I am facing legal issues for those cards' fraudulent charges because of Penfed's negligence not taking any action even after I reported ID theft, I am suffering now.. mentally, financially, emotionally and they screwed my credit file. They threatened me by calling to pay the cards even if I reported ID theft. They are irresponsible due to ID theft for those 2 cards they got paid by Insurance according to Penfed rep., but now they are denying what they told me.. STAY AWAY FROM THIS SCAMMER!


key: chroma:document
string_value:
I had back to back BAD experiences with Penfed over the past months starting with their mortgage department. I just needed a final quote for the closing on our house 9/8/2020. The title company had sent them a request (with our signatures) more than 3 times, several weeks prior but no response. Long wait over 4 hrs and whoever answered cannot help me anyway. I was the one who actually solved the problem when I mentioned to the customer rep to guide me through the new mortgage system they touted on the phone while I was waiting for someone to answer. Lo and behold, the final quote was in a letter form along with instructions for the title company what to do. They need better training for these customer reps. She did not even offer to check the new system. By the way Penfed's new mortgage online system is excellent. 


key: chroma:document
string_value:
I only gave 1 star because there is not another option. Negative 5 stars would be fair. We refinanced our house and a month later, PenFed bought the Mortgage (I hate that this can happen without consent from us, but...). Before our first payment was due, we got a notice that we had an "escrow shortage" and needed to pay or have higher monthly payments, so I paid the shortage after taking several weeks to get in touch with someone. I was told our payments would be the amount listed on all the refinance paperwork since we had paid the shortage. The first payment we made has been the only payment that was the amount our mortgage paperwork states. 


key: chroma:document
string_value:
We applied for a mortgage on the 24th of July. It is now September 16 and we are in jeopardy of losing our sizeable deposit due to the terribly inefficient processing and managers at PenFed. We had a 45 day closing window and we were told that we were on track. Excellent credit and 26% loan to value. File sat around for 3 weeks before anyone looked at it. We asked all through the process if more info was needed. No, as no one had looked at the file. Email today stating that they are meticulously reviewing the file, which means that we are not closing due to PenFed taking on way too many applications. Run, run away from this credit union. Their emails are vague and do not answer the questions you ask. We will never deal with these folks again.. The company is not staffed well so applications sit around waiting, no matter how much you impress on them how timely this is for us. Absolutely terrible workflow and terribly inefficient.


key: chroma:document
string_value:
If I could give PenFed negative stars I would and I recommend everyone choose any other lending institution than PenFed for their banking needs. PenFed has been the worst experience I’ve had with any company, and especially with any lending institution. When opening the account, the representative made multiple mistakes and asked for documentation that was previously provided multiple times. Further, the representative stated the process should only take two weeks and the process took well over six weeks to complete due to the representative’s delay and incompetence. I should’ve taken the representative’s incompetence as an indication of things to come, but I was a couple weeks into the process and I didn’t want to start over with another bank. 


key: chroma:document
string_value:
So we are in process on a new purchase home loan. One week after applying for loan, we finally get request to pay for appraisal. $490 paid same day. Now, 4 days later, we get notice that appraisal is $700. Unacceptable. The home is a brand new home, in a community 90% sold. It is selling at a price the developer is selling a new home at.


key: chroma:document
string_value:
Opened account to buy used car - easy process and set up because it was automated online application. They DO have best rates on everything but if you can stay with the checking/cc side of finances you will be good. Avoid the mortgage department - financing or refinancing your home - absolute nightmare of ignorance and lack of professionalism: you will spend days waiting on the phone; if you leave a message you will never hear back from anyone. Save yourself the headache. Those agents must late their work or are paid to do nothing (since PenFed has no closing costs).


key: chroma:document
string_value:
PenFed has continued to hit lows in all aspect of service on our mortgage -- right back to the application. Every month we pay a little extra as a principal only payment and EVERY MONTH they misappropriate the money. This has happened at least 9 of the last 12 months and EVERY TIME I have to spend hours on hold and wait weeks to get them to fix their errors. I send the payment in with "PRINCIPAL ONLY" written on the check, accompanied by a letter that says "PRINCIPAL ONLY" and every time they put money in escrow and double charge me interest for the month (since they've already taken interest out of my normal payment). EVERY MONTH I send it multiple emails, letters and wait on hold for 30-60 minutes (I'm not exaggerating) only to be told that they'll have to open a ticket for someone to look into it and then it takes days to weeks to get the money paid back to our principal. I HATE THIS COMPANY!!!!


key: chroma:document
string_value:
First off, I currently have a used auto loan with PenFed. I have had the loan since 2017 for a truck I bought, and everything has been simple - until now. I applied for a loan on a classic car from 1971. The loan amount was about $16,000 after I paid for some in cash, and I was pre-approved right there on the spot. The car is a completely rebuilt classic with only 2,400 miles on the new engine and transmission. The car is in pristine condition. 


key: chroma:document
string_value:
I have been with PenFed for over 20 years, going back to when I was in the military. PenFed was a good deal 20 years ago but they have failed to keep up with the times. The first issue is PenFed is unable to deliver a functioning mobile app. This is no longer a luxury but a requirement. Paying bills using the mobile app works maybe 10% of the time and the app usually requires 2-3 restarts just to be able to view transactions. After complaining about this to the bank I was told to use the "web browser. It works fine". I know the web browser works fine - I want to use the mobile app that you gave me that doesn't work... I am tolerant of bugs in apps and that they take time to correct but this has been going on for 2 years. The app is garbage. Where does the $60 per year online bill-pay fee go? 


key: chroma:document
string_value:
I have never dealt with a bank as bad as this. The hold times on the phone are insane. They will fee you for ANYTHING and everything under the sun. Even if it's THEIR fault. The menu to even get to a live person is clunky and deliberately made to make it hard (they want you to use the automated system). I was so fed up with PenFed that I asked them to do a ACH transfer (ALL MY MONEY) to Chase.


key: chroma:document
string_value:
My NRA card account was taken over by PenFed. The first bill I got from them said my payment was past due. I never carry a balance. Paid in full immediately online and submitted a complaint. Got call from their robot the next day with message to call. I called thinking they wanted to discuss my complaint. Nope, they said my account was delinquent and they wanted payment. I told them I paid in full yesterday. They argued about it. Finally after several minutes they were like "Oh, there it is, now I see it." No apologies, condescending tone, their auto pay options are so lacking compared to other cards I have. Like simply a selection to draft my account for statement balance. 


key: chroma:document
string_value:
Let me tell you something. This bank is living in the stone age. The customer service hours are terrible. The customer service representatives are not helpful. They accused me of fraud because I applied to open a joint account with my grandmother. They put my money on hold for a week and counting. They asked for extra information. I gave it to them and I'm still waiting to have access to MY money. They don't return phone calls. I also cannot bank in person or online! They blocked me from my own money. The moment I get my money back I will close every account with them. Never again.


key: chroma:document
string_value:
Took at an auto loan at the bank. Everything started smoothly and suddenly that changed. I closed my checking and savings kept my low interest credit card. For some reasons the bank will not surrender my title.


key: chroma:document
string_value:
I have had the worst experience in my life with PenFed's Mortgage process. First of all, it took them 4 months to complete my loan. This should of been a big sign, right! I could not get a response on the status of my loan via email or voicemail. Apparently everyone is in different States that you talk to. My loan was re-started by 2 loan officers because I guess the person doing my loan quit. Well, I finally got loan approval, however they included my Condo (personal) insurance in the loan. Condo HOA's pay the entire homeowners insurance for everyone and individual homeowner insurance is paid for by the individual. I pay this on my own. I called Penfed to take this off of my monthly invoice because I already pay this on my own. They told me over the phone to request this be removed from my impounds via email, which I have done 8 times. I have also sent them a letter in writing, still no response.


key: chroma:document
string_value:
I cannot express how TERRIBLE THEIR Customer service has become, GOOD LUCK getting anything done by email or phone, and be prepared to be on hold for a long time when you call. The latest screw up, I was closing on a property and arranged a wire transfer. The wire department said all was good to go. Next day, I'm about to close on the property and I see the wire hasn't happened. Couldn't even get a simple wire transfer right. If you need to do anything more complex than a basic account creation, it will be hell on earth getting one. Perhaps it's not too difficult if you are actually in their office, but for someone who lives in Florida with no nearby branches, it's SO BAD, I will be leaving them as soon as I can get rid of my loan balances. They used to be awesome for military and government members. Maybe they have downsized with the internet and cut personnel or new management, who knows, but I'm so fed up with them.


key: chroma:document
string_value:
Been a member for 6 years. Completed a mortgage app online and called several times and no one will call me back to help with a preapproval. Guess this place is very relaxed and not hungry for business. I mean what bank or lender doesn't want a mortgage loan. These people must not be paid on commission and their livelihood doesn't depend on actually working and providing good service. You call and all they say is, "Let me take your number and someone will call you back." They never do.


key: chroma:document
string_value:
Disappointing Phone Service. After over 25 years as a customer I can no longer recommend this bank. Unless you want to run a digital nightmare (being dropped after being told to wait for a representative, giving information electronically then being dropped) trying to get a phone call through, this is not the bank to deal with.


key: chroma:document
string_value:
I have been a PenFed member for over 25 years, they used to be a very good credit union but within the past five or so years I have experienced a declining customer service experience and an overall decline in competency. My reason for writing this review is in regards to a recent international wire transfer and the failure of PenFed to make the transfer.


key: chroma:document
string_value:
Had an question with my mortgage payment and while the service member didn't know an immediate answer, they did some quick research and made some helpful suggestions to resolve the problem. I felt like they were genuine and wanted to help vs. transfer me to person after person to resolve the issue.


key: chroma:document
string_value:
Our Family have all been PenFed members for years. While not the best, customer service which seems to be contracted out is absolutely horrible. Not to mention accounts have many fees assessed. Their website & app are so outdated. They don’t have Zelle or any instant transfer options to others. They hire Andrea McCarren to head a marketing campaign “PenFed Digital” yet their back office backbone IT system is like a dinosaur from 1990s. They say they help Veterans, yet reviews by Veterans, especially those deployed, who also have been PenFed members for years, of how badly Veterans are treated by poor inept customer service Representatives. Fees assessed can’t be waived until you hang up & call again & maybe get someone that understands & will reverse. 


key: chroma:document
string_value:
Opened and account and applied for a HELOC online. Never got a response other than an email stating that if I wanted information about their HELOCs to call PENFED toll free number. I called 3 days in a row trying to find out what the status of my application is to no avail.. Every time I called I'm told someone will get back to me, yet I have yet to receive a call.


key: chroma:document
string_value:
They are the worst.... I looking to close my accounts. On hold for hours. They are condescending and rude.... They try and control you after they are the ones that caused the anger. Can't even make a payment or get information without getting angry.


key: chroma:document
string_value:
A single start is too good for this awful credit union. Loyal member since 2013. Recently acquired about a checking account. Got a run-around, different stories, and lousy customer service. I am not sure why I even bothered because this credit union has been problematic before. Even with an 800 credit score. With so many other institutions competing for your business. Look elsewhere.


key: chroma:document
string_value:
I called Pended to initiate a domestic wire to another bank in my name. This call was placed on the morning of Dec 4th. The representative assured me that the wire transfer would go through after verification of all the information. Later that day, close to evening, I checked my account to learn that the money was still in my account. I called Penfed & after speaking to a representative, I was told to hold. After 10 mins of holding, the phone disconnected. I called again. Spoke to a representative & again placed on another hold. A few mins later, I was told that the wire should be going through any time now & to be on the lookout for it. I continued checking the rest of the evening & the money was still in my account.


key: chroma:document
string_value:
I have had an account with PenFed for several years. Last year, due to a divorce, I was forced to file bankruptcy. When that happened, without warning, PenFed cut off access to my DEBIT CARD on my checking and savings account IN GOOD STANDING with them. I immediately stopped all direct deposits going into this account and figured I'd just wait until my bankruptcy was finalized. 


key: chroma:document
string_value:
I joined in 2013 because they had the best deal on an auto loan. Very smooth experience. Since then I have a credit card, checking and savings account. Also a very good experience. I use their credit card overseas because they don't charge a foreign transaction fee.


key: chroma:document
string_value:
Well this bank tops the charts for the worst customer service I have ever received in my life. One star does cover it. Waited about a month for a replacement debit card as I watch my cash sit in a bank I can’t access. There should be laws against this. Think twice before using this bank. You’ll be talking to them about problems more than you’d like.


key: chroma:document
string_value:
For three days straight I have called PenFed Credit Union to get information on a HELOC Program and each time I am told that all the loan officers are busy and because my call is important they will forward my information on to the mortgage department and they will call me back as soon as possible. In three days I have yet to receive a call from any mortgage officer.


key: chroma:document
string_value:
Pentagon Federal Credit Union has changed for the worse. The customer service of simply deplorable!!! They’re extremely rude, and insensitive to the customer needs. I’ve been calling for two weeks to determine why they’re NOT receiving my loan payments from my banking institution. However they’re the least helpful! My banking institution shows paid but of course PenFed can’t assist; they have various PO Boxes so maybe some of the issues are the damn boxes. My loan will not be into week three showing LATE and more than likely they’ll send out to the credit report. I’m in tears dealing with PenFed and I’m working to loans from them to my other credit union in an effort to continue holding a very good credit rating. I’m working on a story trying to sale it to the media who will hopefully investigate this institution; it should be CLOSED PERMANENTLY!


key: chroma:document
string_value:
I am moving back to the US from an overseas assignment. Got my orders, ready to purchase new car and potentially a new home. In order to check rates and potentially use PFCU, I applied for their membership. They state they will do a "credit check" to open a membership (just like other banks); however, they do NOT clarify that it is a HARD PULL. Every other bank I have dealt with (USAA, NFCU, BOA, CHASE, etc) DO NOT do hard pulls to join their bank. I DID NOT apply for any of PFCU's loans. I called their customer service rep and her supervisor, and the explanation they gave me was that it was a requirement by the Patriot Act. What a Joke. No other bank does it but they are required to do so? So, thanks to them, now I will potentially lose lots of money for having a horrible APR with multiple hits on my credit. Thanks for serving your customer base Pentagon Federal Credit Union. You should be ashamed of yourself.


key: chroma:document
string_value:
I applied for Pen Fed credit card with 0%, to move some balances from my other card (already have one - it was application for second card), my credit is a little down due to some balances, so I got declined, oh well I understand. A few days later I recieved a 25.000 check in the mail from Pen Fed. (Here take it. Pay down cards.) It was a great response from Pen Fed, even though I have to pay interest and it is not too low, but I got all my debt in one and my credit will be up because loans don't affect your debt on the credit as much as credit cards, so as soon as it goes up, I'll have doors open for many options how to save money, refinance and have not much debt.


key: chroma:document
string_value:
In the 1990s I was 20 years old in the Army and opened a PFCU account since they were there in the building I worked in Northern Va near the Pentagon. This was literally the worst experience ever. I requested a car loan to take advantage of the good loan rates, they quickly denied it and said I did not have enough credit. So I got a new car and the loan through the dealership which was nearly triple the loan APR. I paid on this loan with no late payments for two years. I also had a Good Year credit card and paid off a 1000 general purpose loan I use to buy a PC to help with my college work. So then I was 22 and felt proud of the credit I had built up with 0 loans from PFCU. 


key: chroma:document
string_value:
I took a vacation to Iceland this weekend to celebrate 20 years of service in the Department of Defense. I served in the Army and Navy and now Civil Service. I forgot to do the travel notice but I thought I could just call the bank when I landed. I tried all the numbers on the back of my card and to shorten the story none of them worked. I email the bank 8 times because every response gave me a 1-866 number that only allows to do the online services but none lets you do an on the spot travel notification or unblock your credit card due to using in Iceland. 


key: chroma:document
string_value:
Terrible interest rates. No one there cares about anything. Disorganized, poor customer service. IRA department cares nothing about your account. I just transferred a IRA CD that matured and they send to the other institution in just a regular envelope. Not an e-mail to me, as to what they have done. No calls, no letters, nothing. Like I didn’t exist. Nasty people in IRA department. Biggest mistake I ever made getting involved with them. I have lost thousands. I recommend stay away from them.


key: chroma:document
string_value:
I would give People need 5 stars for customer service and varied choice of savings and CD accounts and they offer competitive (usually higher than most on line banks) CD 6 months and 1 year rates.


key: chroma:document
string_value:
Their support people were great on the phone but then failed to help and follow through on requests on several occasions. It has been next to impossible to get my IRA transferred after 6 weeks of trying..


key: chroma:document
string_value:
Don't buy GAP insurance with these guys. You will never get it back partially if you pay your loan off early. Most companies and banks will refund your money when loan is paid off earlier than its original term. These guys Won't after 60 days from original loan date. They will also charge you High interests and insurance Fees if you drop full insurance coverage even if you are not using your car. Stay away if you like headaches. They are a Pain to deal with. Better off with a normal Bank.


key: chroma:document
string_value:
You sign in for service other than teller service. However, there’s no REASON FOR VISIT or ARRIVAL TIME on the sheet.... That’s your first clue they are not customer focused. No door on the offices, so we sat in the lobby area listening to an old man giving someone on a speakerphone his personal data. We heard clearly the entire conversation between the two.


key: chroma:document
string_value:
A longtime ardently loyal Penfed customer with 824+, pays cards in full often early each month, never missed any payments due even while on extended distracting trips abroad, yet yesterday & today decided to end a multi-decades primary banking use of this deteriorated institution. Their seemingly backhanded hidden unilateral profit-squeezing actions from, what I firmly believe in my firsthand accounts, the staffing of untrained, incompetent, at least twice outright lying or grossly fabricated & inconsistent query responses by supervisory level staff, has finally pushed me to not hold any sense of trust or honesty in their operations or my fiscal holdings. 


key: chroma:document
string_value:
Today, my using PFCU for most of my banking needs has stopped!! First let me state that I have been with PFCU for over "40 years" -- yes, that's right -- 40 years!! Now, in those 40 years I have bought homes, new cars, new boats, vacations and etc.... I always pay off the balance of these charge cards in 30 days and maybe 60 days -- sometimes. My credit score is right at 800. I am taking my granddaughter to Disney in September. I have two Visa credit cards with them. One has a limit of $16,000 the other has a $9,300. I want to use the $9,300 card for the trip. So, I called to extend the limit on the card to $16,000 -- just like the other one. We are only talking about $6,700 more?


key: chroma:document
string_value:
A long time customer with PenFed and holder of my mortgage. I was given an opportunity, I thought, to do a few upgrades on a low interest Signature loan. Now I’ve never been late on anything in my life and have a FICA score near 800. They approved my request for $5000 dollars only. I agreed to an ACH for to have payments made from another credit union checking and deposit the check to the same account. I found out the loan was approved by looking at my online account and finding a deficit of $5,000 ready to receive payments. I then found out online they had attached an interest rate of 14.99 percent. More than twice of what I was expecting and never called to see if I approved of the higher rate. 


key: chroma:document
string_value:
Cd's have changed. I will pay one year's penalty for breaking a long term cd, but not a penny more. They have also made the penalty complex to figure out without a calculator. I don't think they offer the 5% cashback card on gas anymore. I expect a letter in the mail telling me the card has been canceled. PenFed has become useless for me. It's changed. Hope it's easier to close the account than to open it. I'll likely just leave the $5 in there till the end of time. I hope I don't have to fax a copy of my SS card, dr. lic, and mother's CT scan.


key: chroma:document
string_value:
I've been a customer for over 15 years, first with Belvoir Federal Credit Union and then with Penfed after they acquired BFCU. I applied for an auto loan and was rejected. My credit score isn't the greatest, but it's far from bad and I don't have a lot of outstanding debt. "Penfed's got great rates for everyone"? I call BS. Everyone with impeccable credit, maybe. At the very least I expected to be approved at a higher interest rate. Had to go through the dealer. I'll be shopping around for another bank very soon.


key: chroma:document
string_value:
As a long time member with almost $40000 of my money in accounts, I received a letter with a offer for a personal loan with an interest rate of 6.49%. I decided to deposit the check that came attached. A few days later I received a package with documents to sign with a totally different interest rate. Called customer service. Was told to sign those documents ASAP. I informed them that I was not signing something that wasn’t agreed! Shame on them. Should I seek legal advice?


key: chroma:document
string_value:
I applied for a mortgage online and indicated that I wanted to be part of the real estate rewards program. I used the real estate agent PenFed linked me to as it is a requirement of the rewards program. I received very poor communication and customer service from my loan officer Blake **. He kept asking us for documents we had already provided him, was unable to answer questions we had and was VERY slow at responding to emails and calls. On closing day of our loan, I contacted him and asked when and how we would be received the real estate reward. He replied "I didn't know you were in the rewards program." I informed him that it was indicated on our loan application. Then he told us, "Well you didn't use the real estate agent we linked you to." Once again, I proved to him we did use the real estate agent that PenFed linked us to. 


key: chroma:document
string_value:
I transferred money to PenFed to apply for a credit card. After 6 days, two phone calls, two emails, PenFed customer service finally requested hard copies of Gov't issued ID. Home Depot issued me a credit card while I was standing in line at the register. I am a former customer since I canceled the application and requested a refund of my deposit. After some internet searching I discovered their reward points are not equal to other cards and there are redemption charges.


key: chroma:document
string_value:
I've been a long time happy PenFed Checking customer that would have given them 5 Stars on every website under every category. Today that all ended today. I had an NSF on a small ACH transfer. I immediately the same day went into to a local branch and deposited $400 cash to cover my error. I never even complained about the $30 NSF fee. Now, any check I deposit shows as unavailable funds for 9 business days. I'm just waiting for my last deposit to go out of unavailable status and I will close my account including my mother's large account that contains her retirement funds. I spoke with several customer service reps to fix the 9 business day hold, but they all concur in different language that their security department feels they don't need to do anything to keep customers. That's just bad business.


key: chroma:document
string_value:
I am extremely dissatisfied with the PenFed organization. Attempting to pay off my auto loan, I called them no less than 5 times to ensure the payment transaction went smoothly. Each time, I received different, and erroneous, information causing me to still not have a lien release. I was led to believe the release process would happen quickly. 


key: chroma:document
string_value:
I have been a PenFed member since 1973, over 45 yrs. I am in the process of closing out each of my CD's, credit cards and my mortgage to leave PedFed as soon as possible. What was the final straw? As an older retiree, I use CD's for safe, stable savings. In Sep 15, PenFed's board, seeing rising interest rates in the future, changed the early redemption penalty on CD's from the industry standard forfeiture of a max of 1 yr's interest to an punitive seizure of all interest earned. They seize 60% of the total the CD WOULD HAVE EARNED if held to maturity. That would be every cent of interest earned till approx 3.5yrs on a 5 yr CD.


key: chroma:document
string_value:
“BE WARE DO NOT BE DECEIVED BY THE LOW APR AND SWEET TALK DURING APPLICATION PROCESS”. 1, Customer service: they all have one answer for the entire Question? "We can’t provide that information at this time". 2, Managers never available and by chance you get them they will also have The same answer which is “we can’t provide that information at this time”. 3, Managers or the customer service people will not bring the credit reporting Department on line and they will simply use any excuses they can’t to waste your time until you disconnected the line.


key: chroma:document
string_value:
They have been approved transaction that I have nothing to do with it. I have give them a police report, they're telling me my money will be refunded to my account. This was from 2018 and I'm still waiting for someone to respond to my email or phone call. No one do anything for clarifying that issue, they pass the ball one to another. No one has explained to me how my account was negative more than 2,000 dollar from a debit card without a Visa or Mastercard logo. This card was used just for ATM machine and my balance was just 1,200 in that time. Now I'm paying back 4,800 in a negative balance and I'm still waiting for them to give me an explanation.


key: chroma:document
string_value:
Tried several times to reach a representative on the phone. Wait time 20-30 minutes each time. I also emailed my frustration along with my contact information. I received an email reply that “a representative would be contacting you shortly“. Three days later, still have not been contacted by PenFed Representative. Very bad “Customer Service”! I was trying to open an account but, I will not trust an institution like this with my hard earned money. I travel a lot, I’m very fortunate I found out how bad PenFed is while I’m still stateside. I will definitely look elsewhere. Only reason for 1 star is you must add a rating. “0” would be my official rating.


key: chroma:document
string_value:
Holy crap. They make it hard! Short version is they wouldn't accept my application online. Kept telling me the issue was fixed. Finally bothered to look into it, then told me I needed to apply via paper but never would answer my question about why, even when I told them the "why" would determine whether it was worth my time. Yeah, it definitely wasn't. Crappy customer service.


key: chroma:document
string_value:
My parents have an account with PenFed. A joint account. My mother passed away last month. My father told them about my mother's passing so they froze the account. His retirement and social security are deposited in this account. Isn't a joint account jointly owned? When my father told me of this today and I am furious. I feel this is an illegal maneuver by PenFed and just plain bad form. I told my father to call the State he lives in and file a complaint with the State Attorney. PenFed, you just might be fined for your actions. Shame on you. My father is 81 years old.


key: chroma:document
string_value:
PenFed is very difficult to work with. They screwed me out of points on a new credit card promotion. And you can never talk with someone. They only will email you. Very disappointing experience. Not happy with their customer service.


key: chroma:document
string_value:
Absolutely the worst experience in my life dealing with anything related to a mortgage or loan. After applying for a home equity loan and being harassed to supply documents that I've already given them and explained things over and over again, for days on end, they just keep asking for more of the same documents and for me compile more letters of explanation for everything under the sun. After more days of frustration, I gladly withdrew my application. I do not recommend Pentagon Federal Credit Union for anything.


key: chroma:document
string_value:
The loan was paid off and waited for my title in the mail, but never came. When called, I was told they already mailed it out a few weeks ago. When asked if they can trace it, and they said no. They sent out in regular mail. They told me to go to DMV and get a replacement title on my own cost. Nice!! Will never do business with this company again. Stay away!


key: chroma:document
string_value:
Have been dealing with PenFed for many years and they always offer top interest rates on their savings accounts. Also get pre approved credit card and loan offers frequently. Money is transferred fast and efficient between other financial institutions.


key: chroma:document
string_value:
What are these negative reviews I am seeing? Pen Fed has been the fairest bank I have dealt with. Customer service is great! It is all how you deal and talk to people. NEVER had one problem. Skip the negative reviews, give PenFed a try, you won't be disappointed!


key: chroma:document
string_value:
I have had numerous issues with PenFed since the 90s! As a single mom, I needed to be on a strict budget and "back then" I thought PenFed was the way to go. WRONG. In the past 10 years I have stressed over what they are doing to me. Just recently, after signing a "WAIVER" in 2017 to delete my flood insurance from escrow... what did they do?? Charged my escrow the flood insurance premium ANYWAY... and sent it to the insurance agency!! When I discovered it... they asked ME to send THEM the money back as it may take 6-8 weeks to get their money back from my flood insurance company. 


key: chroma:document
string_value:
An awful organization who don't care about what you are, all they care about is how much money you have, never again will waste one cent of time towards working with these people, PenFed is the worst credit union and it shows!


key: chroma:document
string_value:
I've received a personal loan and two credit cards from PenFed. Process with painless, polite and professional service, and received more funds/credit with Penfed than any of the others. The most highly regarded Corvette dealer in the US highly recommended them to me and he's been dealing ONLY with them for over 20 years. That said, your next car loan should be with Penfed. I don't make anything on this and I'm not related or affiliated with Penfed. I just read the reviews and had an entirely positive experience. Two thumbs way up.


key: chroma:document
string_value:
Since Pentagon Federal "acquired Valor FCU" customer service is awful and they do not have "real time banking." VERY DISAPPOINTED! Shame because Valor was a Great Credit Union!


key: chroma:document
string_value:
I requested a wire transfer of funds out of my account to my local bank account. Gave the person all of the information they needed - was told it was all set. Waited, waited, waited - funds never arrived. I call them back, and they have a record of me talking to someone, but NO RECORD OF MONIES MOVED, THE WIRE REQUESTED, OR RECORD OF WHO THE PERSON ON THEIR SIDE WAS!!! Could you imagine if one of their employees wants to commit a fraud with someone while on the phone with them?!?! They wouldn't know who it is!!! Tried to speak with someone of importance and was told they don't come in UNTIL 10AM (truly bankers hours). Then called back to speak to the president of the Credit Union, and they hung up on me!! Has to be the worst and least secure customer service I have EVER dealt with!!!


key: chroma:document
string_value:
Lost close to 80,000 points on two credit card accounts that I've had open for 10 years. Despite showing that the vice president a card services clearly indicated in 2010 there were "no limitations" on points earned in the accounts, PenFed put wiggle words in their agreement that they expire points yet failed to document this on statements, your accounts page in on my banking, or through online banking messaging. No one else in the credit card industry that I can find expires points on credit cards. No credit unions, no banks, new brokerage houses - except PenFed. Hell, the only loyalty program I can't even find that expires points is Wyndham. And those are loyalty programs, not credit card points.


key: chroma:document
string_value:
PenFed has probably the worst customer service. They put you on hold and leave you in the abyss for well over 20 minutes. They don't disclose their policies easily and even when they tell you a policy, such as ability to use one credit report as long as it is within 90 days, after 60 days they want another one. If you open a savings account the only way to transfer money out within the first 6 months is via wire transfer which could cost you as much as $60 depending on what your other bank charges.


key: chroma:document
string_value:
We have had a mortgage with PenFed for nearly 3 years and it has been the most cumbersome account. My husband and I own the home together and both of our names are on the loan, but for whatever reason, they opened the associated savings account under just his name. We don't use the savings account for anything, they just required it to be opened in order to have the mortgage with them. They obviously set it up wrong, since everything else is under both of our names, but they made an error and set up that portion under just his name. I still have to send in a check by mail every single month because we have not been able to set up online access with them. You have to have the member number in order to set up online access, but we never received a member number from them and we don't use the account so we have no need for a member number. 


key: chroma:document
string_value:
I've been with PFCU since the mid-90s; over 20 years. During that time, I have had 3 car loans and 2 mortgages with them - the rates are very competitive with cut-rate lenders who provide little or no service. PFCU Customer Service has always been there when I needed them, and never had an issue with account lockouts, etc., as described by other folks. Being the largest credit union in the world has advantages, too. Never had a problem accessing and using my PFCU cards and accounts overseas, and the exchange rate is better than what I could get with the money exchangers. Unless things change dramatically, I will continue to use PFCU as my primary financial institution. BTW - the PFCU website is very easy to use for billing paying, account information, requesting loans, and seeing what products PFCU offers.


key: chroma:document
string_value:
I have had multiple problems with the Pentagon Federal Credit Union and have experience terrible customer service while trying to resolve them. The last problem involved the bill payment service that resulted in a late fee because the credit union customer service could not resolve the problem. I spoke with five different people in two days and finally paid the bill with a credit card and I am closing the accounts I opened with Pentagon Federal. I do not recommend this credit union.


key: chroma:document
string_value:
I was harassed by a female customer care representative, she felt personal about my account and notarized copies of my documents. Just got my account opened few months ago. I am in Delaware on a trip. I used my atm debit card multiple times and in that effect I my card was locked which is weird to me, I even got an automated call from PenFed asking me if I authorized the withdrawal on my card and I said yes. I called PenFed and asked about my locked atm debit card and I was told I needed to send in some notarized copies of my ID's and utility bill which I did, I called back some hours later to know if they got the documents and some lady harassed me saying I don’t own the account, she was a ** on the phone and she even called back to harass me the more which sounded weird. I am still in shock right now if this is the way they treat their customer. I need and demand an apology and my card unlocked. Thanks.


key: chroma:document
string_value:
Horrible customer service on the phone, got impatient and hung up. Kept putting me on hold without telling me she was putting me on hold. Very upset with the way they handle customers through the phone. Impatient and rude, I don’t recommend even trying to apply here. It’s not worth anything.


key: chroma:document
string_value:
I've been with them for years. Any problems were taken care of immediately. Like their military 2% cash back on their Credit Card. Got rapid pre-approval on a potential car loan. Will have my daughter, who just graduated from USAF Basic Training, join.


key: chroma:document
string_value:
I have been a member of PenFed for several years and service over the phone nearly always been good (one exception was a car loan and an estate account that I will not bother to go into except to say PenFed will tell you one thing and then when it's crunch time says "we didn't say that.") Most recently I submitted a payoff request for a personal loan when I had the funds to pay it off. I noticed on the online provided payoff that it included an amount for credit insurance. I did not want credit insurance when I opened the loan and I did not sign the line to accept it on the promissory note.


key: chroma:document
string_value:
I am a US Veteran with a major health related disability. I have had a long relationship with PenFed; close to 20 years. The last 6 months I have been struggling financially due to several unforeseen circumstances and PenFed has went to town on me in unpaid overdraft fees, nearly $400. I have been rebated once, which I am grateful for even though I was given a hard time about it. The fees are excessive and have made my already difficult situation more frustrating. I had money in another account but they never cared enough to call or do a courtesy transfer. I Called 1-800-247-5626 today but I waited over 30+ minutes only to get disconnected; see pic below. Very disappointed! "Our long-standing mission has been to provide superior financial services in a cost-effective manner, while being responsive to members’ needs." Far from superior. Effectively places the cost on their members/customers. Barely responsive.


key: chroma:document
string_value:
I opened an account with $5. They gave me a tiny credit limit with a $500 credit score. After 2 months I asked for an increase. They asked for my tax returns. Within 1 hour they offered me a $20000 limit and now I keep $30000 in 2 accounts with them that pay more interest than most 1 year CDs. They also have great mortgage rates. My plan is to use them for my mortgage. I have never had a problem with them.


key: chroma:document
string_value:
I only created this account to write this review. Reason being, I just accidentally stumbled over a web link that showed review after review of negative comments or ratings towards my bank PenFed. I am shocked and amazed. About me: I am a retired disabled Veteran. I've served in two wars and would go to a third one if my country called on me. 


key: chroma:document
string_value:
I called to have money transferred from my Wells Fargo acct to Pen Fed. After a week and payment had not came out of Wells Fargo I called Pen Fed and the CSR stated that the last person doing my transaction had transposed a number. At this time the rep says I will refund late fee and do transaction again. Well he refunded late fee after trashing his co-worker but failed to post payment again. After calling 5 times and holding for over 30 minutes each time we got payment resolved. Then they put a manual hold on dep that had returned in their error and caused another return. Worse place I have ever done business with. Closing acct today!!!


key: chroma:document
string_value:
Purchased a new truck and had it financed with PenFed due to the low interest rate. I finally received a statement online to pay my first payment, however it does not have an account number or address. I managed to get one person on the phone after calling for nearly a week and they could not discuss my account without a pin. They mailed me a PIN number to use when I call. Now I have the pin and can't get anyone on the phone to get my "member" number so I can pay by car payment. My payment will most likely be past due by the time I get someone back on the phone. I also emailed about 2 weeks ago and have yet to receive a reply. This is a joke!!! Will never be using them again for anything!


key: chroma:document
string_value:
During the past four months, I have been dealing with PenFed on a refinance, line of credit and making a wire transfer. First it is very difficult to reach PenFed and at times even the main line is busy. If you get though, it can take 10 to 20 minutes to reach a representative. The mortgage representative was very good and after about 100 emails over two months, the mortgage was approved May 11, 2017. However, the process was very, very cumbersome. I then applied for a small line of credit. This was a horrible process. PenFed had all of my documentation from the mortgage application but kept requesting documentation they already had over and over. It is now June 19, 2017 and it still has not been approved.


key: chroma:document
string_value:
I was on the phone with PFCU for approximately 35 minutes try to get a skip pay. The first lady I talked passed me on to someone else. The next person I talked has me on the hold for approximately 10 minutes the first? Then put me on hold for another 5 minutes and then she passed me on to someone else. Then this lady had me on the phone for a while telling me I was close too on the date and she needs to talk to someone else, I stop her right there. The skip pay was for only 148.00. They has no problem in the past. I have been with PFCU for 33 years and this has never happen. Very dissatisfied!


key: chroma:document
string_value:
From day one I've been dealing with a lady by the name of Judy **. It's hard for her to answer any of my questions. She tell me one then days later it's something different. All I'm trying to do is understand what I'm doing, the type of mortgage I'm getting & the amount I need to finance with my down payment & she can't do that. She had the nerve to tell me ("I have 40 another customers I'm dealing with,") like my money & credit isn't good enough & don't matter. Really??? Maybe mortgage loan people or dealing with too many customers at one time. Not fair to the next person like me??? Supposed to be a great experience buying a house. Not this one, the worst. This not my first buying a home this my first financing one... This company will lose a lot of business because of nasty attitude & being rude to the customers. That's not how a company support to do business. My first & last time dealing PenFed for anything.


key: chroma:document
string_value:
Pentagon Federal closed my credit card when I was not late, and was paying on time. They said it was because my credit rating had fallen, and they had no information about what they were talking about.


key: chroma:document
string_value:
PenFed is described as very bad business. My experience with PenFed Credit Union was awful, unprofessional, several lost documents, given incorrect fax numbers and nothing but lies told to me...many apologies. I would never ever recommend this credit union. They recommend that I apply with joint and then faxed documents more than three times as well as emailed twice as many... Still couldn't locate documents then get e-mail from chief executive officer K.L. Myers stating that we need certain documents. I called to find out the decision wasn't good but all this time wasted on sending document after document for eight days when it only takes 24 to 48 hours for a decision... LETS JUST SAY PFCU IS BAD NEWS TO DO BUSINESS WITH AND I'M GLAD TO KNOW NOT TO GIVE THEM MY BUSINESS! Even after I've been told a decision I'm still receiving emails saying my application is still being processed...lol. Worst Credit Union ever. - RISING INVESTOR


key: chroma:document
string_value:
Retired, my wife and I have credit scores over 800. Minimum debt. Applied for pre-approval. Complied with all paperwork requirements and offered to withdraw more money monthly from savings to boost income if necessary, as we are able to live off little and leave our retirement funds alone. Told to just reduce loan amount request. Offered to put down 50% of purchase price. Denied! Then the clown asks, didn't I say I could increase my income? He resubmitted but I was told too much time had elapsed. Lesson learned - Don't conduct important business with near minimum wage call center employees or businesses that would ask you to.


key: chroma:document
string_value:
For the past 1 and 1/2 hour I dialed 8002475626 in vain. First is busy and then automatically cut off after few rings. Though I have in the past accomplished much when a representative talked to me, ** trying to call to no avail overshadows past good experience. TEAM PenFed: wake up your employees! Yes... 800 numbers can be busy but one and half hour is unacceptable! Never been so frustrated... And I sent an email, still no answer.


key: chroma:document
string_value:
In January 2008, my husband and I bought what was to be our retirement home. In May we refinanced our primary residence to get some equity out. In August my husband died. I kept up with the mortgage payments on both homes until 2010 when I decided I had to let the retirement home go. After having the house on the market for a year with no offers, I asked PenFed for a Deed In Lieu (a quit claim deed in lieu of foreclosure). They denied my request. When they had difficulty in the title search as part of the foreclosure process, they had the audacity to ask for my help, which would have meant hiring (and paying) an attorney. I said no. They said that if I did, they would "reconsider" my request for a deed in lieu. Notice reconsider, not approve. I declined.


key: chroma:document
string_value:
Comerica makes it really hard to manage our money. We have a HELOC through them and the online experience is horrible. They are not a bank that gives customers transparency. We want to pay down the principal and you have to be given a link from the teller (almost like a super secret code to get into a speak-easy). Then once you get the link, even if you mark to apply it all to principal they will break up your payment and apply some to interest if you pay on certain days of the month. There is a small window of about 5 days where if you pay on one of those days, it goes to principal (even if you have autopay set up to handle the interest). It just comes across as sneaky, and poor customer service. Go elsewhere!!!!


key: chroma:document
string_value:
I am a small business owner and I have been with Comerica since 2010. When I first started I had one credit card with a $2000 spending limit, now I have a $70,000 credit card. Over 13 years I believed, I built a relationship with my financial institution, but I have found out in recent days that it’s not so friendly to a small business owner, such as myself. I have never been late on a payment, and I’ve always brought my balance down to zero, which reflects in how I have achieved a higher spending limit. Instead of taking a loan this year to grow my business, I decided to use my credit cards which I’m finding out now is a huge mistake. For over six years Comerica was always kind because I could call every six months and get a promotional APR, which really helped me stay afloat and grow my business. So I had a time that I’ve spent a lot on my credit cards.


key: chroma:document
string_value:
My brother passed away and I call Comerica to inform them to stop all transactions and I would bring in the legal paperwork to show that I am the administrator of this estate. After a 3 weeks of phone calls and handled any response I final had to call the customer complaint line. Then I drove 3 hours to give me the originals and close the account and was told, "Sorry we need you to sign a form." After waiting 5 hours and the bank manager telling another manager I just want her out of my office because no one know where this form was. I was told to leave and they would call me back in 24 to 48 hours once they found this form. Ms ** the bank manager was extremely rude.


key: chroma:document
string_value:
Charging $3 Atm Fees & .50 Balance Inquiry Fees done in Illinois out of Illinois Child Support. Comerica Way to go is located in Texas. Illegally charging fees. Applc is online to view for proof. Type in Comerica Mastercard Child Support Illinois in Google Bar. I've complained many of times, each time I was charged (which just started happening over the last month in half) and they won't refund my charges that Never should have been charged to begin with. This is supposed to be an Illinois State Law that I should not be charged anything. They've given me every excuse they could come up with to not refund my money. A few times, I had trouble even trying to take my money of the card as they tried denying me from doing so when the funds were clearly available. 


key: chroma:document
string_value:
Nothing but issues with this bank since I started it up. Only positive is I can usually talk to a rep on the phone fairly quick. Unfortunately, I only know this because I have had to talk to them so many times. Do NOT sign up with this bank. I am canceling them this week.


key: chroma:document
string_value:
I wish I could tell you. Direct Express denies access to fund or online acct without notice or warning. Never gives a valid reason. I'm in trouble right now. I'm completely out of money and I can't even find out why. It can't be legal to deny SS funds to disabled seniors.


key: chroma:document
string_value:
My mother is in a nursing home, and somebody had ordered 15 DoorDash orders in one day. Their fraud department did not catch this nor did they return the money to my mother, refusing to give the money back. This is very unprofessional. We are definitely closing my mother’s account because she is disabled and they’re stealing her money and the fraud department will do nothing about it, you don’t even have to be that bright to look at this and say it’s fraudulent. My mother has banked with this bank for over 30 years. She will not be a returning customer.


key: chroma:document
string_value:
Can't believe they're still running in business to continue to mess with people's money and messing around all these years. I rather go back to Paper Checks that I can count on all the time with no problems.


key: chroma:document
string_value:
I've had a business account with Comerica for several years, but never used it due to multiple factors; 1) They always have log-in issues, 2) Their customer service agents act as if they just started today with no training, 3) They asked silly and impossible security verification questions like, what year did you open your account!, 4) Each time you call an agent will tell you something completely different. * They put my account in a "Shuttable" status due to inactivity. When I tried to close the account they kept telling me to drive to the nearest location 50 miles away. * They are holding my balance hostage & earning interest. How many more customers are they defrauding???


key: chroma:document
string_value:
If you want decent customer service, an efficient mobile app, fair fees, and fair treatment—look elsewhere. They have an antiquated mobile app. Their customer service is only available during business hours unless it’s technical support. If you do happen to need technical support you get the same sarcastic guy after hours. Their automated system is also a dinosaur and keeps repeating only one option no matter what you say and how clearly you say it. Overdraft protection is only for those with a checking account or one of their credit cards. Expect stellar credit to obtain that card. And expect to get hit with a lot of OD fees due to their slow as molasses system where they lack the instant bank to bank transfers of their competitors.


key: chroma:document
string_value:
I cannot currently access my Social Security funds using my Direct Express debit card to pay rent and buy essential medications and food. Like many elderly, disabled, poor I rely on this money to live day to day. Three weeks now they have refused me free access to my account. If you contact US government offices re the abuse and fraud connected with the Direct Express debit card business model, they will tell you to contact Direct Express, so it seems contrary to what the BBB is claiming, Direct Express is not in fact a government program. The card apparently is issued by COMERICA BANK who partners with a company called CONDUENT to service the accounts. Between them they block accounts arbitrarily without warning or notification, in complete violation of their own terms of use, claiming "suspicion of fraud.". 


key: chroma:document
string_value:
Horrible Fraud Resolution. We had a fraudulent charge on our account. It took them several weeks to "investigate" and once they finally returned the money withdrawn fraudulently, we had to argue with them another several days to get the insufficient fee charges reversed. Just awful, I wouldn't wish this on anyone. Use any other bank.


key: chroma:document
string_value:
I made a mistake and overpaid my credit card balance in March 2022. In an email from customer service they agreed to send me a check for the amount I overpaid. 6 weeks have gone by no check and no help on the phone or email. I received a letter from them stating they transferred the money owed to me electronically to my financial institution. What! They will not tell me where they sent my money! I have spoken to numerous agents and none of them ever heard of such a thing and told me this payment was refunded but can not see where it went. I have requested any and all tracking on this (check) but I have not heard anything. Not a small amount either $1158.48.


key: chroma:document
string_value:
Horrible bank that will rob you of your hard earned money, three overdraft fees because of one overdrawn item. 9 dollar ice cream on debit card cost me a 38 dollar overdraft fee when I had the funds in there, they pay the bigger amounts first. They should be shut down.


key: chroma:document
string_value:
The support was great with no ads and I found what I was looking for. There is nothing wrong with this website plus I enjoyed it. Please help me a little more to improve to community but other than that it's been good so far.


key: chroma:document
string_value:
After repeated attempts to notify they are sending mail to the wrong address, they will not correct it. Now they won't even answer the phone. Totally ignored here. I will go further to say rather than poor customer service, THERE IS NO CUSTOMER SERVICE!!!!


key: chroma:document
string_value:
Held, this line more tines than I'd like to count. Horrible customer service. Fuzzy math, they've allowed illegal transaction also. For no reason the card stops working... Then you slide it one too many times, boom, automatic 24 hour denial of transactions. Which is common. I think they're going belly up. Beware!


key: chroma:document
string_value:
Was visiting New York from Michigan and had a car accident. My car was told to do different shots. My card was in the car and was compromised over several different days when I did not have access to my car or purse or cards. My bank card and my Direct Express Card were both used during this time. I was not aware of this because I did not need to use them when I finally got my car back. Also during this time I had gotten the flu or covid or something and was very sick the whole time I was there and he been driving back home.


key: chroma:document
string_value:
No phone # on back of card. Goprogram.com would not let me register. I fear it will not be funded when It should be. # associated DOES NOT have a LIVE PERSON, RECORDED INFO only. What if Comerica Bank errs? "Yes there are fees for calling customer service.".. Why are there so many fees? I should be happy at least I got my card, the benefits are starting this week and some people have yet to get the card... Shameful.


key: chroma:document
string_value:
I had a check stolen from the mailbox - the thief changed the name and amount, for $1,500- and cashed it the same day it was electronically deposited into a Chase Bank account! I filed a claim one day after when I found out! The result? I had to close my account, wait for new checks, (3 weeks later) and the Comerica fraud dept. informed me my claim may take up to 120 days?? Well it has been over a month, no word, no response. I have had a business account with them for over 10 years, no interest checking, bad service, a manager who is always pretending to be busy whenever I am in the bank. They ignore customers, refuse to stand up to my fraud claim- don't they have insurance for matters like this? I am 60 years old and have never had a situation where the bank ignores the customer and passes the responsibility and refuses to respond.


key: chroma:document
string_value:
I have been a Comerica customer since the Detroit Bank and Trust days- many decades. Each year, their customer service deteriorates even more. The “customer service” people aren’t even courteous anymore. They are unprofessional and uncaring. My blood is boiling. My debit card was declined and I am traveling. The agent said she didn’t show any record of the card being declined and implied that it was my error. She said I should have asked the clerk for assistance. Frankly, at that point, I was too embarrassed. What happened to customer empathy? Thanks for nothing. I’ve had enough of Comerica!!


key: chroma:document
string_value:
Worst banking ever. I have a Credit card merchant machine that I’ve owned for three months and never worked. I’ve contacted the bank and customer service over 50 times and I’m still at the same position with the same machine. Worst customer service I’ve ever dealt with any years. Also slowing me down And messing up my business financially.


key: chroma:document
string_value:
The stimulus money was released from the U.S. Treasury last week. Where the hell is my money? I got bills to pay. Making disabled people wait is wrong. Need to have an actual person to talk to not a machine when talking about money. Now send out the stimulus checks


key: chroma:document
string_value:
Very disappointed with Comerica. They put me in foreclosures 2 times. Charging me $20.00 in maintenance fees. Lost my husband of 40 yrs. Income went down a lot. Had to sell house and file bankruptcy. Tried closing.


key: chroma:document
string_value:
This is an absolute joke of a bank. Unhelpful and unfriendly customer service, a TERRIBLE phone system that never lets you go through to an actual agent, and a dated website with frequent outages (don't even get me started on their app—it would get a C- on a high school programming test). Beyond that, their rates are seriously noncompetitive. To call Comerica a dumpster fire is actually quite accurate, because saving your money here is equivalent to burning it. Comerica is the bank you use because it's the bank your parents used. Do yourself a favor and go somewhere else.


key: chroma:document
string_value:
This is a "RIP-OFF" institution! I received a Way2Go card because I just became unemployed. I DID NOT sign up for this card but somehow it defaulted to it. When I received it, I made a cash advance at my bank so that I could put it into my account for bills. Comerica Bank charged me a $3.00 for each withdrawal (2 in total) and this now, as insignificant as the amount may seem, deducts from bills that still need to be paid! I am disgusted that an institution would take $$ from the unemployed in this pandemic. SHAME ON YOU!!! My rating for this bank is sub-zero stars!! They make you select at least one star - but I'd go with flames instead if I could.


key: chroma:document
string_value:
I signed up through Social Security for Direct Express Card. Why can't I have access to my account#? This was one red flag. The connection between the card and Social Security is a total disaster like milk and water. One doesn't know what the other is doing. I've had my card since September. It never connected with Social Security. One important thing to me is good customer service. This means being knowledgeable about your merchandise. Big hassle commuting back, and forth. The two should be connected. I thought my account was set up, but it's wasn't. I had to hustle information from them. It's not worth the headache. I'm trying to locate an deposit that was sent from IRS. They said they can't give it to me.... You can't give me my account#? No. Can't deal with that. I'm the customer. Why not? This doesn't make sense. So therefore will find another Bank for my direct deposit.


