I was with Arvest from 2003 to 2011. I finally got fed up and switched to Bank of the Ozarks. I was out of town for a few days and withdrew cash to take with me. My account was at $0 for about a day and a half before my paycheck direct deposited. When i returned home the day of the paycheck deposit, I went and bought $150 worth of groceries. Well my card got declined in the middle of a huge line at the store. I'm sure you can imagine how embarrassing that is. After calling customer service, I learned that if your account sits on $0 for more than 24 hours, it's considered "closed." So even though I've banked there for 8 years and had a check of over $1500 wired into my account, it took ANOTHER 24 hours for my debit card to re-activate so I could use it. Also, after YEARS of being with them, they constantly put 2-3 day holds on checks that weren't any more than a few hundred dollars. It was always a hassle and some new drama with them. The ATM at the branch closest to my house is usually down 1-2 times a week as well. Just avoid them. These are all instances that happened more than once. Having the same ownership as Walmart has given them the same fake "customers are #1" theme when you will quickly find out that you don't matter.
I went in to make a deposit. I was at the counter for about 5 minutes when I was asked to remove my sunglasses. I was shocked. I took it all in stride and thought it funny that I could be viewed as a potential bank robber, otherwise why would I be asked to remove my glasses. I was told it is the company policy, but as I thought about it, i realized I had been profiled and humiliated. My purse and my checkbook were on the counter, and that's not a behavior of a bank robber or whatever the reason I was asked to remove the glasses. And even if it is company policy, the situation should have been handled better rather than looking at a woman and saying, "Remove your sunglasses." That was the most humiliating situation ever, and I hope it doesn't happen again. It is not only humiliating but also invading.
Someone from that bank had called me, I am assuming the manager, (she never introduced herself) after I had talked with Charles in customer service. She wasn't understanding of how I felt. She said she would talk to the teller. I asked her to call me after she talks to the teller to let me know how she handled it. It's been a week since then, and I have not heard from her. I wanted to go to that location today because it is closer to my home, but my last visit experience was too humiliating that I won't go there. And especially because I was not called as promised.
It seems there are a lot of mixed reviews, and I tend to agree with all of them. Sometimes there seem to be specific locations that are less friendly than others, sometimes you get the snippy person that has had a bad week, and sometimes you get the location where the golden goose just laid eggs and everyone is your best friend. And what makes it tough is that there is so much turn over that it's rarely consistent. the location I've been going to for almost 3 years has seen 3 complete rotations of their 6-8 person teller line.
I like Arvest and the customer service is generally very good. Their fees are much better than a lot of banks and the reason that you might wait in line sometimes is because they are a popular bank! Someone was talking about regions, and how they get greeted by name and they don't have to wait in line, I also get greeted by name at Arvest and occasionally have to wait in line but I bet the reason Regions has no lines and everyone knows you by name is because you're one of the 10 customers they see in the entire day.
Anyways, All that to say I give Arvest a solid 4/5. From my experience personally, I've seen that they do everything in their ability to make me happy even though I'm not among the rich folk and they always go the extra mile.