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.
We started multiple accounts with Umpqua as they are local, portrayed themselves as different + had great offerings. At first, four years ago, they lived up to their motto as "Greatest Bank in the World". This was as all the big banks were in trouble both financially + with customers.
As what I can only guess as larger veteran players swept into the Umpqua system + greed replaced any sense of community + service the whole product range + experience has gone into the toilet.
Every aspect of what I've encountered lately from multiple same business errors to online banking to customer service both in branch + online has been pitiful + lacking. It's only compounded to read about the shiny new store in SF + the millions spent on buying out a CA bank only to lose all the perks that brought us into the Umpqua fold in the first place.
We're are currently looking to take all of our accounts + business elsewhere + I can only recommend you do the same.
Umpqua Bank 625 E Gibbs Ave, Cottage Grove, OR 97424
This has got to be the worst bank in the world, for website and customer service.
Bank declined our credit card payment because they "didn't like the looks" of the company I was buying from. We have ordered from this company many times without a problem. It is for medication. The money was in the account, but this Bank declined the transaction without even contacting us! (I heard about the decline from the company we were ordering from.)
Took us 2 days to get a 1 minute answer from the bank (and still waiting for this transaction to be fixed!). Unanswered emails, long waits on the phone line with obnoxious music & ads designed to drive you away from Customer Service Help as quickly as possible.
Website has been very bad from the start; Multiple re-works without any improvement in functionality. A high-school kid writes could write software programs better than this: Out-dated from the outset. Help Page has no active links. Random extended down-times for maintenance. Slow updates to transactions. Transactions that come and go, and then come back again. It's crazy. I recommend a different bank. Any bank has got to be better than this.