Transfer of funds
I have never had a problem before in all 50 plus years of banking with BOW. This April’s auto mortgage payment did not go through as my checking to savings transfer did not go through. I contacted my “base” bank location and asked. She transferred me to mobile banking and the call was dropped. I’m going by, since I’m stuck in a rehab center right now, this is causing my problem. The person at my base location assisted me and I was able to achieve my goal, I thought. I was still charged a late fee after being told there was a fault on their part. Ownership change sometimes compromises former quality. This is my first frustration with the bank. Thank you for accepting my grumpiness.
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Response from developer
We're sorry to hear this. We understand that Mobile Banking is important to you. Thank you for your feedback. If we can be of assistance to you in the future please call the Contact Center at 1-800-488-2265, option 3, Monday through Friday, 4 a.m. - 10 p.m. PT and Saturday, Sunday and most holidays, 5 a.m. - 10 p.m. PT.
Transfer Trustee funds
I am Bill’s wife trying to carry out his wishes while he is in the hospital. I’m not on his Trustee account and don’t want to be, but he can’t come to the bank because he has been in the hospital almost 2 weeks now. I deposited a $65,000 check for him and he wanted me to have it transferred to his son’s account In Sonoma. His son has passed away with cancer and his wife needs the money. You don’t have any way that I can do that for him. You should have a form that I can have Bill sign to have the money transferred. I was led to believe by one of your tellers that I could do that the day I deposited the check. She said it would post that night and I could come back the next day and transfer the money. When I came back the next day, it was impossible for me to transfer the money. I had told her the situation and that I was not on the account, but when I came back the next day, the manager said I couldn’t do it. This would be the second time that Bill has transferred money to his son’s account In Sonoma recently. Bill Peden has been a customer there for several years and has had plenty of money in his accounts. I am on both of the checking accounts. If I have anything to say about it when Bill gets out of the hospital, we will be changing banks.
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Can’t deposit checks with the app
I’ve been using this app for years. Depositing checks has always been finicky, but I could usually make it work eventually. But the last three checks I’ve tried to deposit continually fails with a message that it can’t read the account information at the bottom of the check. The pictures of the checks are perfectly clear with all four corners within the frame. Two of the checks were actually written in BoW accounts. But I keep getting the error. I’ve tried uninstalling and reinstalling the app. Nothing works. We moved a couple years ago and the closest branch is 35 miles away. I wasn’t going to switch banks because I do pretty much everything online. But I guess I’ll have to switch banks after all. Can’t do a 70 mile round trip just to deposit checks.
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Response from developer
We're sorry to hear this. Thank you for reaching out. We want the opportunity to look into your concern and help. Please contact our Online Banking at 1-800-488-2265 option 3 at your earliest convenience. We are here to help, Monday through Friday, 4 a.m. - 10 p.m. PT, Saturday, Sunday and most holidays, 5 a.m. - 10 p.m. PT. We value your relationship.
Finicky app
App is overly sensitive to network latency at sign-in. And Touch-ID spontaneously stops working. Get an error to call customer service, but trying to log in after waiting (TIME) usually works. Or no message at all…just a sign-in failure. Bank-wise, they commonly charge us service fees that don’t apply. Then we have to spend TIME getting them reversed. Including having to loop back and ask them again (TIME) when they don’t reverse all that apply. Then we wait for new ones, and the process to repeat itself. I don’t want to make a career out of this, but the joint acct was set up by a relative and I’m trying to live with it. That fact means using the app, and hence this review.
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Accounts
We have been extremely happy with our checking account & decided that we would open a savings account also. B of W has very nice, professional employees who actually care about their customers satisfaction. We have never had any “Missing” funds like at a large bank we used to have. The online services are easy to use & see everything with our accounts. Have had our account for years & plan to continue with B of W. Thank You for proving that a bank can care & be efficient too.
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One star since zero is not an option
Bank of the West is among the most disorganized, user UN-friendly, technologically archaic banking systems I’ve ever had the displeasure of using. Clearly I no longer bank there, and it’s because a simple sign up for Zelle turned into a 12-phone call, three-inbox messages sent but not replied to, and numerous attempts via the app and website experience that opened my eyes to just how dysfunctional this company apparently is. On one call, to the branch where I opened my account, the representative did not even know of Zelle despite it being an option on the bank’s services. Perhaps you’ll have better luck, but in my humble opinion, I’ll pass on any bank where luck is your only hope of having monetary issues resolved..
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App MOSTLY works
So far it seems like the only button that doesn’t work is the verify button for when you’re updating your contact information.
Plus, Alex played around with my check last week so I only got $100 a day. The check is from a family member in a different state and they don’t want to use Walmart or CashApp because money might go to the wrong place. It looks like I am using the wrong bank. The bank I had before I moved to this side of the country was a better bank for me.
Plus, Alex played around with my check last week so I only got $100 a day. The check is from a family member in a different state and they don’t want to use Walmart or CashApp because money might go to the wrong place. It looks like I am using the wrong bank. The bank I had before I moved to this side of the country was a better bank for me.
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Horrible costumer service and organization
I have many Credicards and my credit score is over 800, I never had any issue with AMEX, CITI , DISCOVER , Wells Fargo, etc… and this bank of west has giving me headache since day ONE , I never got my Credicard on the mail , I never got any statement or bill and every time I called them to pay my bill they said I do not have an account with them .it took them 2 months to make the balance transfer I requested and it’s a whole mass. I had to find a branch to resolve the problem and my Credicard was already past due for 5 days because they are horrible organized .
This is the WORSE Credicard company I ever see in my whole entire life .
I regretted deeply I applied for this one .
Very disorganized company.
This is the WORSE Credicard company I ever see in my whole entire life .
I regretted deeply I applied for this one .
Very disorganized company.
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Feeling no loyalty to the customer at all
I feel treated like a cash cow. Just taking my money. Contacting the bank is made difficult. Also charging fees for everything that has been made difficult so you can rob me . By charging 35$ for anything and everything. a hard work woman. At time your fees take from my rent or food to eat . Because you put long holds on checks I put in my account. To make my bills not clear to change me a fee. I hate how hard thing are with this bank I will change it the first chance I get.
My Husband died an you still can’t have any compassion just take . It’s already hard . But be sure you get your take. I don’t like this bank.
My Husband died an you still can’t have any compassion just take . It’s already hard . But be sure you get your take. I don’t like this bank.
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So frustrating
I have always loved working in person with Bank Of The West. But every encounter I’ve had with customer service has been terrible. Recently I called and was on hold with the person in customer service for about an hour. Throughout the experience he talked quickly. I asked him to repeat what he said three times throughout my experience. The first time, he did not repeat himself and there was about a 5 to 10 second pause, so I had to ask him to please repeat what he said. He said the exact same thing in the same way so again I did not understand what he said. I asked if he could help me know what the next steps were, trying to have him explain things to me in a different way, and he repeated himself again very quickly. None of my issues were resolved. I just said OK, and he quickly and hastily said “have a good day.” (It did not sound like he meant it, his tone was harsh). He did not offer any further assistance on the matter. I have had many other experiences that have been similar, and that is why I will be closing my accounts as soon as I can get my money transferred into my new bank.
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Response from developer
We’re very sorry to hear about this. We understand your frustration, and we’d like to help. Please send us an email (social@bankofthewest.com) and let us know where and when to contact you for more information regarding your concerns.
Re
I wish all my retirement accounts can be viewed all at once on online. I don’t have access to all of them. They said they are working on it. You (bank) always say you are working on it. It has been over a year and still. I love your staff at the branches, they are all hard working people. I would like to make special mention to your Brentwood Br. Thank you for all your undivided attention when helping your clients, thank you for your help in my problems on my credit card.
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Worst bank ever
I paid off the loan January 2021. They never sent me a statement or anything. They double charged me for my pay off at the time, then I had to request a refund for the amount over paid. Then they charged me fees without telling me for my refund. Found out a year later and I paid the fees. Then they added more fees without telling me. And on and on and on. I ended up having to overpay extra fees to just get the loan paid off and stop dealing with them. It seems what they’re doing is illegal. But it’s not worth the extra effort for 40 to 50 bucks that they’re taking to hold onto my title I guess? Hopefully one day I’ll get that payoff statement. Still waiting. One year three months later after paying off.
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Good but last update is buggy
We use the mobile app for our business on nearly a daily basis, it’s generally a workhorse. However, this latest update is giving me fits with mobile deposits. The process for taking photos of a check (previously super simple) is funky - like it can’t find the device camera lens. The app crashed before a deposit transaction was completed. The display is messed up, with the link to email a deposit confirmation overlapping other text on the screen. Hopefully this can be fixed soon.
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Customer Service
Ive been on hold now for an hour and 25 minutes. This call is the 4th time Ive tried contacting BotW and the second time ive been able to get somebody on the phone with me. After experiencing difficulty and technical problems setting up a credit card account on their confusing and trouble ridden app which is oriented towards bank account and debit card holders I tried to get someone to help me so that I can setup autopay for my credit card. At this point Im considering cancelling the credit card and being done with BotW altogether. Ive been a customer of SEVEN credit card companies over the last few years and have NEVER experienced this level of difficulty and lack of customer service support. Im honestly not sure if anyone is going to answer my call at this point its been almost an hour since the last person transferred me. Wish me luck..
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Response from developer
Thank you for reaching out, we're sorry to hear this. Please call the Contact Center at 1-800-488-2265, option 3, ask to speak to a supervisor to further discuss your experiences and for resolution. We are here to help Monday through Friday, 4 a.m. - 10 p.m. PT and Saturday, Sunday and most holidays, 5 a.m. - 10 p.m. PT. We appreciate you taking the time to express your dissatisfaction with the hold/wait times for our Contact Center. Please be assured this isn’t the level of service we strive to deliver. We value your business.
Pleasanton Branch
Larry and all the entire staff at Bank of the West in Pleasanton are so personable and professional! They go out of their way to provide us with excellent customer service. We are long term customers with both business and personal banking needs. Recently, they made my son a new happy customer with helping him open his first checking and savings account. It’s your outstanding employees in Pleasanton that keep us banking with you.
Thank You! ~Sherry 🤗
Thank You! ~Sherry 🤗
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5 Stars Very User friendly and helpful
Love how easy and user friendly the mobile BOW app is. It allows you to do virtually EVERYTHING other than withdrawing cash from your account (obviously). I am very pleased how easy and convenient this app is for mobile banking users. I also enjoy using the notifications options with text and email notifying me if a charge or withdrawal is made on my account exceeding the allotted amount I have set, protecting me further from fraud and identity theft as I have had my bank account wiped out in the past using a different bank so I appreciate the security options the BOW mobile app provides its users such as myself.
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Response from developer
Thank you very much! We always appreciate hearing from our customers and thank you for providing such detailed feedback. We value your business.
Request feedback from online services is good, because of online is different than in line at branch
Feedback requests are good for online services. However for branch services should never be needed, because of many Bankers work very hard, very excellent. Very likely, they will be getting bad reviews. Especially front desk banker, be called Teller now they are working so hard, poorly receiving very low compensation, which is lower than many other fields of work.
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Don’t use for deposits
I’ve been using the app for mobile deposits for a while now. The bank just processed one of my deposits as a returned item and then charged me a service charge of $15. I get it, if this was a bad check (insufficient funds, post dated…), but it was because the image - that looked perfectly fine in my phone - was skewed on their end. The employee at the call center reversed the fee and let me know they can only do this once in 12 months. Why charge your customer for your technical issue? If I deposit at the atm, and everything is fine when I’m done, but the machine mangles my check, do I get charged for that? Now I have to go to the bank every week to make my deposits. 👎🏻
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Response from developer
We are sorry to hear this. Thanks for your feedback – the best way for us to get better is to hear directly from you! Please call the Contact Center at 1-800-488-2265 option 3, Monday through Friday, 4 a.m. - 10 p.m. PT, Saturday, Sunday and most holidays, 5 a.m. - 10 p.m. PT. We want to address your concerns.
Branch Temporarily closing Mid August 2021
I have made two visits to the bank on 64th St. In Kansas City, MO and the doors were locked with signs indicating they are temporarily closed.
You would think a notice or warning of this closure would be sent out to the customers. This cost me time and money making trips to the bank that keeps closing its doors.
What is going on? I should be able to walk in my bank during business hours and make money transactions. This is bad business in my mind and BOTW is hinting to me that they don’t care about the customers and don’t want my business. Not everyone can make electronic fund transactions and need access to their money by physically visiting their bank.
You would think a notice or warning of this closure would be sent out to the customers. This cost me time and money making trips to the bank that keeps closing its doors.
What is going on? I should be able to walk in my bank during business hours and make money transactions. This is bad business in my mind and BOTW is hinting to me that they don’t care about the customers and don’t want my business. Not everyone can make electronic fund transactions and need access to their money by physically visiting their bank.
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Update to mobile deposit
This update is poorly executed because only 1/2 of the printed words or amounts shows on the screen making it a total guessing game as to what is going on… or what account I am accessing….
Really quite bad.
Also after I make my deposit I like to keep track of the deposit by writing down the record number, which I cannot even access… at all because all the writing is so huge it will not fit on the screen.
NOT GOOD.
I recently updated my version… on line, however according to the guys in my branch I am
Missing the .2 version
The bankers tell me to delete my app and reistall to
see if it might remedy my issues!!!
Not
So professional…. Really.
Come on. Bank of the West….
Let’s get your act together… be professional.
The actual ‘new’ format seems awesome, it’s functionality is a flat failure
Marlee Rodrigue
Really quite bad.
Also after I make my deposit I like to keep track of the deposit by writing down the record number, which I cannot even access… at all because all the writing is so huge it will not fit on the screen.
NOT GOOD.
I recently updated my version… on line, however according to the guys in my branch I am
Missing the .2 version
The bankers tell me to delete my app and reistall to
see if it might remedy my issues!!!
Not
So professional…. Really.
Come on. Bank of the West….
Let’s get your act together… be professional.
The actual ‘new’ format seems awesome, it’s functionality is a flat failure
Marlee Rodrigue
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