MyBankTracker rated Umpqua Bank based on the following criteria that includes real customer reviews and bank fees, among others. Our bank report card is a proprietary rating system that highlights the financial health and stability of the bank.
I went into this new noe valley branch (was a circle bank branch before) on christmas eve around 1pm to personally deposit a large check and some cash. Branch personnel assured me that $200 of my check and all of my cash would be available for withdrawl immediately. On christmas morning, i went to send my giftly gift certificates to my remote family and loved ones and... No money. No money, not even the cash, had been posted!!! I am new to this bank, and though staff is friendly, staff is not competent nor well-informed. Umpqua bank has ruined christmas 2012. The bank is in violation of its own stated policies regarding money handling (listed on their website and on the deposit receipts i was given yesterday). If a bank cannot handle my money in a consistent and trustworthy manner, what good are they as a bank?! In fact, what the hell are they even doing in the banking business?!! **************
update: the day after christmas, my account manager contacted me directly and apologized. Apparently the circle bank employees had not yet been fully trained on umpqua bank processes and one of them had not written my deposit amount in a way that the computers could read the scans, so in fact the deposit needed to be manually entered later on, which wasn't discovered until the day after christmas. While it is clear that they need to be more on-the-ball with this merger, it is also clear that it was not intentional, and that it is in the merger process that performance results are going to be a little uneven until they complete the transition.
Have to wait 30 minutes to get person on their main phone number since their "change over".
Access to funds unavailable for an entire weekend because of "change over" being done.
Incurred fees on cash advances because of non-access to funds during "change over". Complained an phone to branch and did receive verbal apology. However, was not offered reimbursement of fees incurred because of their inability to give me my money when I needed it. Unacceptable.
Horrible telephone service on their main number since the turnover.
If I could put zero stars I would. I have had so many problems with this bank. Hidden fees, they choose not to inform you of the many ways you can set up your account so that you can prevent fees and when there is an issue the customer is to blame. While I agree whole heartedly that it is my responsibility to keep track of my money, I do not agree with Umpqua not informing you that there has been an overdraft. When I looked up my account I had TEN overdraft fees. Yet not a single phone call to let me know what is going on. Other banks do. Not Umpqua. When I asked why they don't call, she responded saying some banks do but we are not required. She tried talking me into setting up all these ways to prevent overdraft fees in the future (which by the way, I was never informed of in the first place). So in the end nothing was fixed, no apologies and I shall be telling all my friends and family to get a new bank. I for one will be closing down my accounts as soon as I pay off the overdraft fees.