ComplaintsforWintrust Financial Corporation

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2023, I signed a contract with a qualified buyer of ***********. *********** has an assumable mortgage from Wintrust Mortgage. The buyers submitted the documentation requested by Wintrust Mortgage on Oct 6, 2023. Wintrust failed to process the initial packet in a timely manner, leading to a second assumption request being opened sometime in the last week of October. I have tried to call and get a status update on the assumption, however, Wintrust's phone system has been down for the past week and no one else I have spoken to is able to provide me with any information. I am unable to make an offer on a new home for myself without the information from Wintrust, which means I don't know where my daughter and I will be moving or living for the upcoming holidays. Wintrust has had the assumption packet containing ALL required information for more than 30 days and Wintrust has refused to provide any information on the status or estimated processing timeline for the request. All I want from Wintrust is a SINGLE POINT OF CONTACT WHO CAN PROVIDE TIMELY INFORMATION.

  

  Business response

  11/22/2023

  Please see attached document for response. 

• Initial Complaint

  11/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/03/2023, my debit card was restricted due to a supposed daily limit of usage. I called Wintrust customer service which was helpless and unable to provide any assistance. Wintrust customer support attempted to contact the Mont ************************* and, as usual, nobody answered the phones. At no such time did any member from personnel advise me of any quasi-communist spending limits and/or maximum daily usage parameters. My Personal banker, *****************************, has failed on multiple occasions to reply to emails and return phone calls. I want this banker removed from my account. Moreover, the general manager of the Mont ************************* submitted an inappropriate email to me, citing a series of unsubstantiated insinuations and remarks. The Wintrust ******************** has failed to service my checking account on every given occasion. I know longer wish to have any further dealing with the Mont ************************* location.Wintrust Bank has left me stranded this entire weekend with no access to a functional debit card. Despite calling Wintrust customer support several times and expressing the urgency of the matter, all that I have received in response is that everyone went home for the day. Finally, Wintrust bank was unable to facilitate providing me with a replacement debit card. I was told by customer support that the Mont ************************* has to handle the above captioned issues, however, all employees at that location are too busy playing five card poker to respond to any emails and phone calls. It is absolutely stunning that Wintrust bank that manages billions of dollars in assets cannot seem to hire responsible and professional employees to represent their financial institution.

  

  Business response

  11/21/2023

  Please see attached documents for our response. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to make a payment on my loan and payoff my loan. Wintrust (for some reason that they will not explain) will not allow me to make a payment on my loan from my bank account and then make a wire payment (which they for some reason require) to pay off the balance of my loan.Now they want me to wait for my additional principal payment to hit my account, not apply it to my balance, and refund it to my checking account (according to the lady I just spoke to on the phone).Then she states I can request a new payoff quote and wire the funds in. I wonder how long of a process this will take I bet this is not going to be resolved within a month's time!!!Post my payment to my account so I can pay off the balance now, please! This is fraud!

  

  Business response

  10/19/2023

  Please see attached document for response. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deposit my hard earned money in Wintrust bank atm. the *** took my money and gave me a receipt and told me there was an error, to go see the teller. The teller at the bank told me I might get my money back. I called the police to the bank and call Wintrust customer care number. Ive have talk to everyone. Wintrust bank scammed me out my money. I need to file a complaint with the better business bureau.

  

  Business response

  10/10/2023

  Please see attached document for our response. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Insurance premiums in ******* where to be *****ed extensions due to hurricane ****** per court order. The company refused to acknowledge the court order and ***** premium extensions.

  Customer response

  10/02/2023

  The company name is first insurance funding which is owned *** operated by wintrust. When I put their information wintrust comes up. I've attached a screenshot for example.

  

  Business response

  10/16/2023

  Please see attached response and reference documents. 

  Customer response

  10/16/2023

   
  Complaint: 20672064
  
  I am rejecting this response because: paragraph 4 of the executive order that was amended on Aug. 29th 2023 list orange county as an effected area. Please provide an explanation as to why that is not being acknowledged.
  
  Sincerely,
  
  *****************************

  Customer response

  10/16/2023

   
  Complaint: 20672064
  
  I am rejecting this response because: the executive order ****** was amended on Aug. 29th 2023 to include additional areas which included orange county. No further communication is needed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wintrust bank deactivated the Zelle feature on the account and refuse to reactivate it after an unknown individual sent money v.i.a Zelle without my knowledge or consent. I contaced the bank multiple times and stated that I did not know the sender who sent a payment that arrived into the account in the beginning of June.I also explained to the bank that anyone who sends money with ***** and enters an incorrect phone number, user name, email address, etc, can result in funds being sent to the wrong account. I also indicated to the bank that I have no access to Zelle nor any information pertaining to the individual that made the payment in effort to have the money sent back to where it came from.I have volunteered to return this money and the bank has offered absolutely no assistance in facilitating this matter. Wintrust has allowed an unknown financial institution to lodge a dispute against my account despite having informed the bank to send the money back to where it came from.********, the personal banker that opened the account has been absentee throughout this entire matter, an has ignored over a half a dozen emails sent attempting to resolve this issue. I have never had any issue with my account, and now total chaos has erupted due to an unknown individual sending money without my knowledge or consent, then lodging a frivolous dispute in effort to recover their funds.

  

  Business response

  07/25/2023

  Please see attached document. 

  Customer response

  08/01/2023

   
  Complaint: 20295660
  
  I am rejecting this response because: The branch submitted a response claiming the issue with my account would be immediately resolved. Wintrust bank has arbitrarily restricted access to account features, and this matter has persisted for over a month with absolutely no resolution from the banking branch or corporate.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/08/2023

  Please see attached document. 

  Customer response

  08/08/2023

   
  Complaint: 20295660
  
  I am rejecting this response because: Branch manager sent inflammatory email backpedaling on the previous response submitted claiming that the matter would be resolved in a few business days.   ****** manager replied to complaint stating my ***** access would not be restored, and then used the guise of "terms and conditions" to further obfuscate the situation.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had pending transactions since last week. I went and deposited my checks on July 1st and July 3rd. Im trying to figure out why is checks I just deposited being used to pay for transactions that have been pending since last week. I would also like to know why are my transactions being rearranged.

  

  Business response

  07/14/2023

  Please see attached document. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct of 22 my Wintrust mortgage was sold to...Wintrust Mortgage, they say different company, but same name. on 5/2/23 my payment changed from roughly **** to **** with no notice what so ever. I called the customer service and they said that my escrow was short and that this would be my new payment for the next year. I said "you mean to tell me that my escrow account that you manage, is now going to be over 7 thousand dollars short, on top of the $10,000 that was already collected?" The previous "Wintrust" failed to send in my tax payment. I got a notice from the county that my taxes were delinquent in Jan of 22. It took Wintrust 4 months to figure out how to pay the taxes. They eventually did pay them, but they paid them in April of 22. When they sold the mortgage to "wintrust" they ran an escrow analysis and saw that a tax payment was made in april, this was not expected so they increased my payment $600. Then on 6/15/23 we activated autodraft on their website, the payment came out on the 16th. Then on 6/20/23 another payment was drafted from my bank, putting me in the negative by $2,500. I called this morning and they said that wintrust could issue a refund but it would take 3 to 5 business days. So they expect me to sit at a balance of -$2,500 for a week. No! They called my bank with me on the line, once connect with them I told the bank to issue a stop payment. then the :"wintrust" reps said I may have to pay an NSF fee for issuing a stop payment! This is the worst **************** I have ever worked with in 30 years of buying homes. Messing up Escrow accounts, failing to pay taxes, running payments through twice and then charging for their own s**** **** This is absolutely unacceptable. Charges need to be brought, class action at a minimum. In a time when rates are going through the roof and the economy is tanking, these greedy pigs don't care about their customers. They figure most won't say anything. Not this customer!

  

  Business response

  06/30/2023

  Please see attached resolution letter. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had called to make a ****** payment. I had paid ****** extra last month and was playing on doing the same this month from a different checking account but instead the company took two full payments ignoring the money **** put in. I got Covid-19 April 21th and was out of work for two weeks. So instead of taking the ****** they took out ******* out. Two full payment. When I called and asked why they could t explain only that they have it at ******. I wanted it fix or get the ****** back so I can at least get food for the month but I was told they cant do that and kept the money. My bank account went into overdraft and some of my bills were not paid but the company didnt care. Now Im afraid of paying over the phone or even the computer because this will happen again because no one can me if it will happen again. I want the ****** to go to next months payment so I can take care of my late bills.

  

  Business response

  05/31/2023

  Please see attached resolution letter. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally had a loan with Wintrust through ************************ 2022, they transferred that loan to a different branch, Wintrust Mortgage. This complaint is about Wintrust Mortgage. On April 21st, I attempted to make a $3000 payment inputting the routing and account information multiple times. Third time, it went through. A few days later, I saw they took the money from a completely DIFFERENT ACCOUNT FROM A DIFFERENT BANK. First fees from the bank they overdrafted was $70. I immediately wrote and called Wintrust Mortgage to straighten this out. I also attempted to get the $3000 in there from the correct bank AGAIN to cover. THIS time it went through. I made 3 payments. $3000, $2000 and $1400. They suspended the first 2 instead of applying them or returning them and applied the $1400. They have the funds suspended. They tried a second time to get funds out of the wrong bank overdrafting and return fees again another $70! They don't return my calls despite them saying so. They keep sending me automated letters saying they will look into it. I wanted to wire the payoff of the mortgage on April 28 but because of the glitch in their system this still is not done. Interest is accruing since April 21st & April 28th through May that is NOT RIGHT! Already have these tickets: 0006718349, 0006678292, 0006664791, **********. One of the phone representatives was extremely rude. She wouldn't allow me to express what I needed, automatically assumed and wouldn't allow me to speak...she kept saying I was talking over her instead of taking a moment to find out what my actual concern was. Been waiting for an executive manager to straighten this out. I want all interest removed back to April 21st (including May) and get the house paid off immediately! I also want them to admit to the glitches in their system and correct it. There were even glitches on the phone system...representative using my credentials locked her into SOMEONE ELSE'S ACCOUNT.

  

  Business response

  05/30/2023

  Please see the attached file for our response. 

  Customer response

  05/30/2023

   
  Complaint: 20046426
  
  I am rejecting this response because:  There was a glitch in the system on the 21st.  They said that the ******************** Account that I was trying to use to make the payment was in the system.  On my end, it definitely did not show up and I tried 3 times for it to go through...in the end it took it out of a different account but I didn't realize until later.  The account it took it out of was still showing up from a previous payment.  Later, when I tried yet again to rectify the situation, it finally did take the ******************** account and THEN it showed up in the system as it was not even an option until then.  And there is a glitch in the system even for the representatives who answer the phones.  In fact, one glitch happened WHILE I was on the phone with the representative.  Using MY credentials it put her into SOMEONE else's account.  It took her a while to be able to get out of that account.  It was not the first time it had happened to her.  You may have protocols, etc. but there is indeed a glitch because I experienced it myself.

  Second, I received my refund but I was shorted at least $84.78.  By the 28th of April, you indeed had MORE than ample funds for the pay off.  Yes, it was not certified but it would have been had people gotten back to me sooner to rectify but I was consistently put off.  As a courtesy you waved the "wired" transfer since the funds were already there but chose to make it official on May 1 which I do not understand why.  And since you chose May 1 as the pay off, then what else was I charged for?  $84.78 cannot be the interest because that would be extremely high interest for an overpayment since I didn't owe anything...before the 28th, I owed extremely minimal but by 28th you had an overpayment.

  I owed $9754.33+$222.00 recording fee=$9976.33 However, I had paid $10,400.  $10,400-$9976.33= ****** overpayment + Escrow.  
  Break down of those payments are:
  4/21 - ****,
  4/21 - ****,
  4/28 - 1400
  4/28 - 3000
  = 10,400
  Instead of $******, I received $338.89 + $1314 escrow.

  
  Sincerely,
  
  Mark & ***************************

  

  Business response

  06/08/2023

  We've attached our letter, along with supporting documents in a zip file. Thank you. 

  Customer response

  06/09/2023

   
  Complaint: 20046426
  
  I am rejecting this response because: $9754.33+$222.00 recording fee=$9976.33 However, I had paid $10,400 by April 28th....I understand it wasn't wired....but it was there and as a courtesy you guys chose to accept it.  $10,400-$9976.33= ****** overpayment.
  Break down of those payments are:
  4/21 - ****,
  4/21 - ****,
  4/28 - 1400
  4/28 - 3000
  = 10,400

  $******

  Monthly Payment 04/01/2023 $1,405.34 $1,039.30 $31.48 $334.56 $0.00 $12,952.07
  Additional Principal 04/01/2023 $594.66 $594.66 $0.00 $0.00 $0.00 $12,357.41
  Additional Principal 04/05/2023 $103.08 $103.08 $0.00 $0.00 $0.00 $12,254.33
  Additional Principal 04/05/2023 $2,500.00 $2,500.00 $0.00 $0.00 $0.00 $9,754.33
  PAYMENT 4/21 - **** 7,754.33
  PAYMENT 4/21 - **** 3,754.33
  PAYMENT 4/28 ***** 2,354.33
  PAYMENT 4/28 ***** -645.67
  Recording Fee $222 -$****** credit
  $****** - 338.89(check received)=84.78
  You said that $45.83 being sent separate cover.
  
  Okay 84.78-45.83=38.95.  Where is that $38.95?  Where was it applied?

   

  

  Business response

  06/23/2023

  Please see attached documents. 

  Customer response

  06/26/2023

   
  Complaint: 20046426
  
  I am rejecting this response because:

  You simply aren't explaining where the difference went.  I'm attaching photos of what Wintrust said my balance was after April 1 payment.  Also attaching photo of the payments that I made.  There are a few day differences between pictures due to what day I made the payments online vs when they cleared the bank.  I still see a difference of a $38.95 overpayment that has yet to be refunded.  If you could explain where that money was applied that makes sense, I would appreciate it.  This is what I have:

  After April 1 payment, I had a balance of $12,357.41.  Please see attached photo.  Also see attached photo of the payments that I made as follows:
  

  
  5/1/2023 nf checking 2000
  4/28/2023 nf savings 1400
  4/28/2023 nf savings 3000
  4/21/2023 nf checking 4000
  4/5/2023 nf checking 2500
  4/5/2023 nf checking 103.08
  for a total of: $13003.08
  
  
  Payments: $13003.08-After April payment:$12,357.41 = $645.67 difference
  $645.67 - $222 recording fee=Overpayment of 423.67
  
  I was refunded 338.89+45.83 for a total of $384.72
  Overpayment of $423.67 - $384.72 (refund) = $38.95
  Where did the $38.95 get applied?  I keep asking this but it's not being made clear.
  
  Sincerely,
  
  Mark & ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩