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.
Umpqua bank recently went through a computer upgrade. I was unable to access my accounts for over 10 days. I called umpqua right away - was promised a call back within the same business day - never received a call back. I called again the next day, sat on hold for 46 minutes when i was disconnected. Again, was promised a call back as the customer service representative could not help me. I didn't receive a call back. On the third day i finally reached someone after waiting on hold for 34 minutes and was told due to the computer upgrade i would not be able to access my accounts until someone called me back.
Day 10 and no one has called. So i called again today, sat on hold for over an hour and was disconnected! I called back, sat on hold for 21 minutes and was repeatedly put on hold to find someone who could help me. 10 days without access to my accounts! This is the worst customer service experience i have ever encountered and not having access to my money makes me very nervous but umpqua isn't taking any steps to help me out.
I made the mistake of trying to open an account with this bank. The representative clearly wanted to get rid of me and suggested that I go someplace else, which was a surprise since I was talking about making a large savings deposit. Normally a bank is happy to get a new savings customer. Goodby Umpqua!