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.
I have been with Bank of the West for about two years now and have never really had any problems with them - financially - but I am really, really tired of the super clunky online aspects of the bank.
My biggest complaint is that BotW seems to give the computers weekends and holidays off... Anything I do Friday will not show up in their systems until Tuesday, and if there is a bank holiday in there things could take a week to show up.
So while I was 'grin and bear it' with the super-slow processing, I was willing to overlook it for convenience - my local branch is across the parking lot from where I work. But now with BNP Paribas (the French bank that owns BotW) getting hit is a nine billion dollar fine for helping places like Iran do financial work in US dollars, I think it is time to move on.