ComplaintsforUmpqua Bank

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Umpqua Bank is charging me $3.00 each month for my bank statements. Why is this a thing and is this legal? This is absolutely disrespectful, absurd, and financially abusive. I'll be taking my money out.

  Business response

  10/01/2024

  Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. Response letter sent on 10/01/2024.

  Customer response

  10/03/2024

   
  Complaint: 22301391
  
  I am rejecting this response because:
  
  Branch Manager from the *********** branch DID NOT attempted to contact me on September 26, 2024, and September 27, 2024, to discuss the options available regarding my account and the $3.00 fee. She DID NOT leave messages requesting I return her call to discuss the matter further.

  
  Was this policy enacted when ************* became Umpqua Bank? Did I sign something that I agreed to these terms and conditions? In my experience, bank statements are free with every financial institution membership I have ever worked with. Was I charged $3 for the bank statement I received in the mail when I closed my account? Because that would leave my checking account -$3.00.

  
  I feel it's important to highlight that it only costs Umpqua Bank $0.54 to mail a statement. Much less that $3.00. This "policy" is financially abusive, and I request every month I was charged $3.00 refunded back to me.
  
  Sincerely,
  
  ****** ******
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/6/24, I called Umpqua Bank and spoke with them about the process of closing my account. I informed them that I had possibly one more transaction coming in then would be moving the money to a new bank and asked the correct steps for how to close it after that. I asked whether there would be any fees incurred in the interim until I closed the account that I have had for around 10 years and was told no, simply to contact them and they would assist me in closing it. I got a statement email today, 7/23/24, Email ID: ********, and decided to check the account so that I could contact them about closing it. I quickly noted that I was falsely told there would be no fees for moving my money, as in the time I had spoken with them accumulated two $5.00 maintenance fees, which brought my account to a -$9.29 balance. I contacted their customer service and spoke with ****** who informed me that he could not assist me in closing my account as the balance was negative. I told him repeatedly that I did not overspend and the balance was due to maintenance fees. He then sent me some copy and paste looking AI script that said the three things I would need to do to avoid these fees, which were completely irrelevant as I had already explained multiple times that the account was no longer used. I gave up and here I am. Not only was I given false information on the phone on 6/6, but to have them expect me to pay money for an amount that should not even have been accumulated is disturbing. The debit card is long discarded, I have a new bank, and as I told them almost two months ago, the account is not of use to me. I am not understanding why they would treat long term customers like this, especially when they were informed it was going to be happening. Very distasteful.

  Business response

  08/05/2024

  Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent on 08/05/2024.

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a letter from the ** ************************* saying Umpqua Bank had money due **. The mortgage on my previous house was held by Umpqua Bank and it seems that the money due us was the refund of the last payment made. I contacted Umpqua Bank and they said I would have to go to a branch to submit documentation. In spring 2022, I went to Umpqua Bank's ********* branch and submitted the letter I got from the State Controller, a mortgage statement, and my driver's license. They said the bank would look into it and get back to me. It has been a very long time and I have not received any news about the funds. I recently called the customer service number, was told I was being transferred to ******************* and after being on hold for a long time, was hung up on.Please contact the bank and find out what the delay is and why they haven't been able to find these missing funds. The ** State Controller does not have the money, which I have repeatedly checked for on their website.Sincerely,******** & *************************

  Customer response

  01/22/2024

  More Information..."AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU
  
  I ******** Bajwa expressly authorize Umpqua Bank to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.
  
  I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Umpqua Bank.
  
  I acknowledge without this authorization, <Umpqua Bank would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.
  
  
  Yes, I understand & Consent - Insert Your Name here:________Sukhdeep Bajwa________________ Date:____1/22/24_______________
  
  

  Business response

  02/09/2024

  Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter will be mailed 02/12/2024.

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  02/28/2024

  Hello, I would like to reopen my complaint against Umpqua Bank. They are holding onto my last mortgage payment. I complained to BBB a month ago and they responded, agreeing to send a due diligence form to me to fill out so they could release the funds. However, I have not received such a letter and when I called customer service at ************, they told me they could not verify me over the phone and I would have to go into a branch. I did go into a branch last year and after taking a copy of my license and other documents, ******************** never responded to me. After my BBB complaint, they did send a letter stating that they had tried to contact me in 2022 (which I have no knowledge of) and that they would send a due diligence letter. This time, I would like to keep this complaint open until I have received my funds from Umpqua.

  Refund

  Business response

  03/06/2024

  Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent on 03/06/24.

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged an annual fee with no notification, or any way of viewing it or subsequent late charges through their online services. It did not show on my amount due or transactions which i check a few times each month. I was told by their general ***********************, that this was not correctly done and my credit report would be corrected, but never was. The only way I found out about the 90 day late assessment was when my credit was pulled by our loan officer. This action by Umpqua violates federal law and they are refusing to correct it.

  Customer response

  01/04/2024

  Authorization attached

  Business response

  01/18/2024

  Response letter uploaded 01/18/2024.

  Customer response

  01/22/2024

   
  Complaint: 21084286
  
  I am rejecting this response because:

  The response by Umpqua was not at all relevant to my complaint. They did not address my complaint and the legality of their business practices. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 25, 2023, I deposited a check into my IOLTA Trust account for client funds. I was provided a check hold notice which says that $5,525.00 would be available for cash on September 26, 2023 and $2,808.00 would be available on October 4, 2023. On October 4, 2023, my client and I went into the Umpqua Bank with a check in my client's name to cash out the entire $8,333.00. I showed the bank teller my check hold notice. The bank teller said that they only can give my client $3,000.00 in cash and the remaining balance would have to be in the form of a cashier's check. I asked what is the difference of having cash versus a cashier's check, and they told us that this is just the policy for non-customers who cashes a check but I was not a non-customer.

  Customer response

  10/17/2023

  I am providing my authorization for release of information to the Better Business Bureau attached to this response email.  ***********************

  Business response

  10/26/2023

  See attached response letter. 

  Customer response

  10/27/2023

   
  Complaint: 20710432
  
  I am rejecting this response because:  I asked the regional manager who is not being completely honest here.  I asked him if the bank informed my client and I that the branch did not have sufficient funds then why did the assistant bank manager say to us that the reason for the cashier's check instead of cash was because my client did not have an account with **********************.  The assistant manager was not referring to me not having an account.  She was referring to the person who was cashing the check who was my client.  The regional manager stated to me that he did not know why the assistant manager informed us that it was because my client did not have a bank account with ********************.  He said he would have to find out.  I told him it is because the assistant manager is back peddling to cover up her lie. 
  
  Sincerely,
  
  ***********************

  Customer response

  11/04/2023

  I have been inquiring to the regional back manger of Umpqua Bank whose name is ****** as to why my client needed to have a bank account in order to cash his check made out to me for $8,333.00. Instead it was necessary for him to receive a partial cashier's cash because he did not have an account with ********************. I have been making this inquiry since October 11, 2023 to ****** but he fails to answer my question. Now he has threaten me that if I don't comply with his mandate to stop my inquiry and let him talk with my client in two days, he will have my IOLTA account and my ******************** checking account terminated with 30 days notice. I should have an absolute right to make a complaint about what I find shows dishonesty on the bank employess and not be threaten with being removed from Umpqua bank, I have done absolutely nothing wrong to be terminated from any bank whatsover. I have my social security check direct deposits going into Umpqua Bank and my IOLTA trust account. These accounts are not easy to set up. I explain this to ******. I believe this is why he has now threaten me with being terminated.

  
  I am simply asking why did the assistant manager inform my client and I that the reason why my client could not cash his check in full but had to be issued a cashier's check was because he, and not me, did not have a bank account with ********************. I want to set up a meeting with ******, my client, the bank teller who handled the transaction on October 4, 2023, and the assistant manager who informed us that my client did not have an account with ******************** being the reason for the cashier's cash. I think this is a reasonable request which ****** wants to just cover up the lies and the integrity of Umpqua Bank.

  Business response

  11/15/2023

  Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 11/15/2023

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 18, 2023, I opened Umpqua Bank Account No. **********, taking advantage of the option offered to open my account online and made the required opening deposit electronically. I received immediate written confirmation by electronic mail (including confirmation number ***********), which stated that the account had been successfully opened and acknowledging my opening deposit (which was also successfully collected, as confirmed by my account records at another bank). I set up the online portal access offered for the account and found everything in perfect working order. The next day, online access to my account had been cut without explanation. I called the Umpqua Bank customer service phone number on the next business day and was told that it was impossible to complete the process of opening an account online because I do not already own an Umpqua Bank account, and that I would have to make an attempt at a local branch in person. My work schedule renders that impossible for me, which is why I had chosen to avail myself of the option to open the account online. Nothing to the effect of that extra condition was communicated while I was going through the online procedure, furnishing personal information, and paying the opening deposit. The customer service agent agreed to transfer me to someone who could refund the money I paid since they refused to open the account, but then hung up on me. I called again and reached another agent who gave the same explanation and promised to call me back the next day with a resolution. That call never came, nor did the refund. Umpqua Bank has now held my money hostage for twelve days (despite a broken promise to arrange for it to be refunded), moving the goalposts as to hoops through which I must pass in order to collect the services for which I paid, and evading communication with me. Since they refuse to provide the services they marketed and agreed to provide to me personally, I now want the return of my funds.

  Customer response

  08/31/2023

  Attached is my executed Authorization for Release of Information to the Better Business Bureau.

  Business response

  09/11/2023

  Umpqua Bank Response letter attached. 

  Customer response

  09/12/2023

  You're going down.

  Customer response

  09/13/2023

   
  Complaint: 20544300
  
  I am rejecting this response because you stole money from me by accepting my deposit and then cobbling together an excuse to withhold from me the account that you agreed to provide in exchange for it.  How many other bank accounts I may or may not own is none of your business.  Regardless of that fact, however, the excuse you are now offering is only the latest in a line of several you have tried, and has nothing to do with the previous ones.  When you are burning in H*** for stealing, don't come crying to me to dip my finger in water to cool your tongue; you will be getting what you deserve in just the place you belong.  Do me a favor when you're down there and tell your mother I said hi.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This transaction took place 2 years ago and is still ongoing. I opened a new account at umpqua bank in *********. I had made two wire transfer from my father's account who had passed away and I am the sole surviving child to his account from ****************. I've manage the accounts for 10 years and was the care taker of my father's financial affairs all affairs. The first wire transfer went threw and I withdrew funds out if my umpqua account t. Short time later I wire transferred again same ccounts and mynwire transfers were okay. Spoke with rep on phone that Monday morning and she said everything looked good and I could go take out my money from umpqua for the buy back of my stolen car. I'm happy I get to buy my car I paid ************************************ and my money was ready to be picked up. So I go to the local umpqua in ********* and talk to the teller ask for the withdrawal of funds. She starts looking at me me like I'm a common thug. I she takes her time hmm hawing around doing math buy paper and pencil at this point. She looks into the account and says I need to talk to my manager. I had told her I spoke with a rep that morning and she said everything was fine go get your funds to get your car. So she talks to the manager and cones and tells me that I have to show proof of the transfer account cause they put a hold on my account. I have the proof on my phone at this point and say to her her isn't he proof on my phone. She tells me from behind the counter at her station lens into me so no one can hear her say with a smirk and evil look "that's just the way it is" I have never been so insulted I my life. She dedicated my character to all the other employees and customers in the bank. She made me feel like a ***** asnif I was stealing monet. That was left to me from my Veteran father that just passed. I was so shocked and humiliated It still makes me sick and still don't want to go back. I was so upset **** had my account frozen cause she didn't like me

  Business response

  06/20/2023

  Please see response attached. Thank you. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have bank accounts with Umpqua Bank and ************** The banks merged in March. I was told, by phone, that my ************* accounts would show under Umpqua. (A customer service representative called me to tell me this.) However, since the merger in March I haven't had access to my ************* accounts ending in **** (relationship account) and **** (business interest checking). I have called the "Having trouble?" number six times and finally visited a branch of Umpqua (Tanasbourne) in person. They were able to find my accounts and made a deposit I needed to be made to the **** account. They said the accounts could be found under the online "business" section of Umpqua and that my username and password should work. I asked for a customer service number in case this did not work and the teller was unable to provide me with a number. She said, "I can't believe I don't have one." We then talked about the fact it felt like my accounts were missing, she replied, "They are here, but that would be a big lawsuit."When I got home I immediately tried this although it asked for a company id and user id. I did not have either, although in the mailing literature I received prior to the merger I was told I would receive them. I didn't. I called customer service. They were not able to help me as they did not know what my company or user id were. When it asked for verification it also showed that it would text a one time code to my phone, a number I didn't recognize. I repeated this six or seven times and was given different phone numbers each time.I was on the phone with them for over 45 minutes. They kept trying to talk to other people and getting back to me, but I still do not have access to my accounts. (They said they don't know how to help. I should wait a day or two.)The bottom line is that I do not have access to these accounts with roughly the following balances: ****: $8,500 and ****: $7,600.I would like access to my accounts and my money immediately.

  Customer response

  05/09/2023

  I have resolved this issue with the compliance department at Umpqua Bank. Please close the case.
  
  Thank you,
  
  *********************
  

  
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recieved a check from my insurance company to pay for water damage in my home. The check needs to be endorsed by Umpqua as they are my HELOC loan carriers. They are refusing to endorse the check so I have no access to those funds. I have tried for over a week to have them approve the endorsement and they will not.

  Customer response

  04/05/2023

  My complaint has been resolved with Umpqua bank 
  

  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint involves automatic payments that have been deducted from our business accounts to make ACH payments to our vendors over the last several months. We now have three different vendor accounts wherein the funds have been withdrawn from our account but have not been deposited to the vendor's account. In the course of the last month, I have made multiple contacts (over six) with Umpqua's online banking customer service department, treasury department, and local branch; these contacts are both in person, over the phone, and in writing. To date, I have received no confirmation of the payments making their way to the respective vendors. I receive no response, even when promised or committed to. The vendors in question are now seeking collection actions against my company for non-payment. The BBB is the only attempt I am going to make prior to going to the **** FDIC, as regulatory authorities, and filing in court. At this point I am being harassed continually by vendors claiming they are unpaid. I have spent hours of my time over a month chasing the information to disprove their claims only to find that the bank withdrawing these automatic payments cannot provide evidence that the vendors have been paid.

  Business response

  03/30/2023

  Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 3-30-2023.

  Customer response

  04/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  One question you might ask yourself, however, is why a customer of 20+ years has to go through 6+ attempts and the BBB just to get a competent response and resolution. Perhaps acquiring other banks and getting larger does not make one better... Just saying.

  
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩