I lost my boat in Sandy, and have been trying to resolve my claim. This morning I called Bank of the West for the third time for confirmation of the process, and received the third DIFFERENT list of requirements. There is absolutely no sense of urgency or concern...forget about being able to understand the representative.
Branch managers have a lot of leeway in how they treat their customers.
Find a branch that you can work with and do your business there, even if it's not the closest to your home. Bank of the West is not the crème de la crème, but also likely not the worst bank in town.