Right now, I have been on the phone with Bank of the West customer service for almost an hour! I am on hold again. That is what prompted me to write this review. I have all day to write it while I wait, and wait... I was unable to change my primary Zelle contact online, so I called. The rep is difficult to understand. (She didn't want to give me her name.) She is struggling with her English. I can put up with that, but she doesn't seem to be trained. She keeps putting me on hold, and doesn't seem to have a clue on how to make this change. This should have taken just a few minutes. She is trying hard to figure it out, and I can tell that she is nervous. But she has stayed on the phone with me. Poor thing. I don't blame her. I blame Bank of the West. They need to do much better. After 45 minutes or so, I finally asked for a supervisor. I am still waiting on hold! This is ridiculous. Now she is telling me that the info I am seeing on my screen is wrong, and that she is seeing something different. I am now running very late and my frustration level is maxed out. Now she is saying that she spoke to "a lead," and that I need to add another contact. What? That makes no sense. There are already three on there! This was a waste of time and inexcusably unsatisfactory. I am going to have to call again and get this resolved, after all of that! I can't even believe this. I am increasingly concerned about doing business with Bank of the West. The staff at the local branch is very pleasant, but they have closed their doors and drive-through during business hours, sometimes for days at a time, due to staffing shortages. Scary.

Used them to purchase an RV from a private party- they had the best rates I could find. Got an almost instant pre approval for the purchase amount. The loan process was rough. It would have been ok if they would have laid out the timeline after the initial approval so I and the seller would have understood what to expect. I called in daily to them to find out next steps and what was going on. The loan processor I dealt with (Ricky) was nice but obviously very busy. In all, the loan took about 10 business days from approval until I got the check, and I am pretty sure that is standard for them. Luckily I had a very nice seller. My biggest complaint was that following the loan close they were supposed to transfer the title and send out a new tag. I was told I would have it in under 30 days. After 25 I called them to find out a status update and was told no one had done anything with the paperwork. The apologized and “put a rush” on the transfer. I was told that would take 10 days. On day 10 I called again. Still no tag, still no one could figure out what was going on. I have now called about 5 times. Each call taking a minimum of 30 minutes of my time, 8 weeks after purchase still no tag, and the best answer I have gotten is that the title work paper was complete last week and I should have the plate “soon.” So I have an RV parked that I cant use legally and no one at Bank of the West cares.

Bank of the West on Bush Street was next to my place of work and a logical choice to open an account when I arrived in San Francisco to start a new job in 1996. From the very start, I had difficulty with this bank accepting checks and depositing them into my account. We aren't talking about sketchy out of country checks from foreign governments, no, they had difficulty with checks from major institutions and other banks just down the street. They would hold them for as long as possible and give every sort of reason for not clearing them for as long as possible. Case in point, today I was told my account was locked because of suspicious activity. What suspicious activity you might ask? I deposited a check from my tax return, from the state of California. Clearly suspicious! How do I find out my account was locked? When I was trying to buy Christmas presents for my family. Over an hour and a half on the phone and four phone calls later I was put in touch with Victor at my home branch on Bush Street. He could not have been more rude and obnoxious. He even said he could fix the problem, but for the fact that I was so angry! Three days Half-past and still no money in my account from this check, because it looks like a “security risk”. Do yourself a favor, find a bank that isn't on its way out of business. I’m moving my account to USAA.

The Bank of the West has the most horrible customer service. I am shocked by their disturbing behavior to threaten a customer. When I contacted them about an overdraft fee caused by system errors, the CSR made up a fake story saying that the fee is not an overdraft fee but a cancellation fee after I clicked a "cancel payment" button. But I never did that. When the CSR realized that I have solid evidence in my message box proving her story is fake, she threatened to close my account! The CSR tried to force me to say "I clicked the cancel payment button" over the phone. She told me if I refuse to say that, she would shut down my bank account. I did not click such a button, so I cannot say that. The CSR got mad and rudely hanged up the phone. The bank crossed the line here. They forced a customer to say some unreal things in favor of the bank by threatening the customer. I want more people to be aware of how the Bank of the West treats the consumer with troubles, insults, and threats.

This is the second time I visit this Branch with an extremely simple request and both times I was redirected to call a phone number. If physical offices still exist is for people who, like myself, still prefer to talk to a Banker in person. Even though the employees are nice (that’s why I didn’t give just one star), if they can’t help with simple requests then why do they even have a physical office in the first place. On the flip side, the other Branches I visited in Daly City and the one near Castro, they have very knowledgeable and helpful professionals that were able to help me solve the exact same questions I made at this Downtown location. We already pay a lot of fees to Banks so at the very least they should provide a service that makes your life easier

They are finding ways saying my account is new to closed it. I'm withdrawing because I do not receive the same 24/7 service I got from wells fargo. Plus the people working in this bank is mischievous, Especially in castro branch, the indian lady and the indian guy is the worst people to handle your complaints and making you feel so uncomfortable. They issued me a check, knowing my account has only 100 so the check bounced, I was charged 12$ in wells fargo. I am withdrawing both checking and money market accounts. Poor people service and app and website verification takes forever. I do not want to go back here. Lesson learned. Wells fargo is certified the best bank for me. Please allow people to leave your bank.

On November 27 Bank of the West was sent a 2 checks to pay off a Car and RV Loan. They picked up the check at the Post Office and I have a signed receipt for picking them up. The check for the RV was cashed and the loan paid off. The check for the Auto somehow is missing. I've speaking with many different people in the loan department and each one has given me a different answer that includes a supervisor. It is one month since they received the check and no one has any Idea where the check is. This will be the last time I ever have any business with this institution. I'm presently waiting for a call from a Kim from Corporate. I contacted them today and left them all my information.

I am a new customer and purchased a $130k 5th wheel. They are the most unprofessional bank I have ever dealt with. They did not send any welcome paperwork and then called when first payment was late. I immediately paid the 1k per month payment and let them know that customers who can afford payments of 1k per month may need some welcome packet material to know when to make their payments. Lack of workers or having issues sending materials is not an excuse. Demand better from your employees Bank of the West and preach excellence in customer service. I accept solutions not excuses.

Very dishonest company, very bad customer service. At all costs, this bank should be avoided! If I could give less than one star, I would. We got an RV loan through them and three weeks later have no plates, no registration and no communication!! We waited on hold for 2 1/2 hours to reach someone and a very snippy supervisor refused to give us any contact info or information at all and said sometimes it can take 4 MONTHS. We were never told that when we did the loan and never would have done it with them. Look this company up, we should have. Hope this helps someone else.

Online experience and back-end tech are a nightmare. Security is was too tight and locks me out of my own account all the time, and customer service is abhorent. When I share my feed-back it never goes anywhere. currently in Mexico and their 800 #'s will not accept "international" calls. Been trying to stick with them because of their "green" investing, but it is just not worth it anymore. Can't wait to be done with this company.

If could give bank of the west a negative star I would. Bank of the west purposely make it extremely difficult to make a payment over the phone, maybe they do that to make folks default on their loan. I will never use this institution, they're not insured by the FDIC or any federal agency. I don't recommend them for anyone, stay away from those crooks.

Bank is not a real bank. Was denied an account online after I was approved over the phone. Very disorganized and very misleading. They are also a bait and switch company. Their debit cards are also readily rejected and long hold times on deposits negate anyone (hopefully) from wanting an account from this seedy company.

I moved here last month and I started having issues on my account. Thelma S. And Mila S. Both tellers were very helpful! In fact i get a call occasionally just to check how I am doing. I love banking with Bank of the west especially at this branch staff are very friendly and accommodating. Kudos to you Thelma and Mila!

I open an account online and it was a bunch of b******* what they did to me when I went to nem in person and because of a disagreement they shut my account because they didn't like hearing the truth of the matter so I don't recommend this Bank to anyone and they don't ensure your money be careful.

Worst customer service I have ever experienced. Takes minimally 10 days for them to respond to an online banking message and when they do, they still fail to resolve the issue. Don't even bother trying to call them as you'll need to spend hours on the phone waiting for someone to answer.

Worst experience ever! I waited over 25 minutes to deposit cash with a teller. Bank manager & Personal banker could have helped, but their 2nd teller was on lunch! …

I have been a client for decades and never had anything but the best experiences with this bank. The staff are fantastic in my experience.

This bank is trash they almost are not even real. Worst bank I've had to deal with in my life. I do not recommend them at all.

Fast and efficient. I went in and they took care of me right away. Very professional. Great customer service.

A fraud attempt was made using an account at this bank. we will see if I ever hear from them.

The staff were great. Went above and beyond to make sure that I got exactly what I needed.

Efficient service, qualified staff and friendly atmosphere.

No compassion or concern for customers