ComplaintsforWintrust Financial Corporation

• 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 & ***************************

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in person to the bank because my Debit card was lost. The ******************************* informed me that she would have to contact her manager **** . He was contacted via the Telephone and stated that he would not issue me a business debit card. I have been a customer at this location over 15 years with no issues on any of my accounts. From the managers actions he has caused me harm by limiting the way I can operate within my business. He has no reason to not issue another debit card associated with the account. I had my drivers license and llc documents to prove my identity.

  

  Business response

  04/07/2023

  Initial decision of denying this customer a debit card was based on a continued effort to manage risk & minimize fraud potential. While the client has been a bank member for several years, the account attached to the debit card in questions is less than 2 years old. This account has had several debit cards issued in that amount of time prompting the review &denial of a debit card at the time.  ******************************* understands the customers position & has decided to reverse our initial decision.Customer has been contacted & will be in to receive a new debit card at their earliest convenience.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 19i discovered my debit card missing and reported it the next **** The same day an Amazon employee imposter hacked into my phone and using AnyDesk drained my checking account and my savings account.I am on Ssdi for learning disability and mental and emotional disability and I initially reported the incident to a telebanker bc it was president **** However I was in a emotional melt down,panic mode therefore unable to accurately describe the situation at that time due to my disability. The bank has a rule that if you have lost and reported your lost card you will be compensated for any fraud that occurred after reporting the card being missing. I went into the bank when I was more able to explain the incident accurately, explaining my learning emotional and mental disability first to a banker who talked down to me refusing to take the historical logs off AnyDesk that could lead to the perpetrator. She just repeated told me that in ten days as long as the investigation was ongoing I would receive a provisional credit of $550 until the conclusion of the investigation. They never contacted me and I never got my credit. Once I called them the Fraud Investigator said she was going to make sure my $550 was in my account by the end of the **** However due to my inability to accurately describe the situation initially due to my disability and state of mind (panic shock fear, total meltdown they refused to issue my refund even after hearing about my disability and receiving my disability check every month and have discriminated against me repeatedly

  

  Business response

  04/06/2023

  Our response is attached.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First Insurance Funding has charged late fees 4 out of 11 months. The first time, forgiven. Each to follow occurred even after moving the auto delivery payment date to 2 weeks prior to the due date, direct from my Bank via check, yet the company has continued to claim late delivery. I have NO issues with ALL other companies paid via this method: payments going to ***** and ********** without issue. I am very skeptical of them and am reporting them for their underhanded activities. I am sure I am not the only customer who is dealing with this issue

  

  Business response

  03/21/2023

  Our response and supporting documents are attached. Thank you. 

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wintrust transferred my loan to another wintrust branch and now they are requiring flood insurance. I called when I got the first notice since I had turned in a letter of map amendment (****) from FEMA with the original loan package. The new wintrust branch did not receive the document from the original branch but claimed since the first branch did not require flood insurance to disregard the notice. A month later I received a 15 day notice and called again. I was told the same thing, to disregard and the file would be updated. 3 weeks later I received my new flood insurance policy purchased by wintrust for my home. Called again and demanded to speak to a manager. This was a month ago and I have still not been contacted by a manager. I called again and was given instructions on how to provide the **** again to resolve the issue as timely as possible. Called again a week later and they claimed they did not receive the email when I even received a confirmation email saying they received the information. I was concerned about my payment going up but they claimed it would only change after the next escrow assessment that only occurs once a year and had just happened. Just got me new monthly bill that increased by over $200. Still have not been contacted by a manager and have no idea if they received my **** paperwork. Worst customer service ever and they flat out lie about the process that ultimately effects the customers monthly payment.

  

  Business response

  02/23/2023

  We've attached our response. Thank you. 

  Customer response

  02/23/2023

   
  Complaint: 18904223
  
  I am rejecting this response because:
   After calling wintrust today 2/23/2023, the monthly payment amount after the out of cycle escrow adjustment does not match what was stated on the phone call. I was told **** and change. Also I was told there was an escrow surplus of over 400 and I should be expecting reimbursement via check through the mail. Also they did not explain what happened to the original LOMA paperwork, why I was being charged 1 dollar annually for flood insurance prior to the mortgage transfer and did not address the multiple occasions I requested to speak to a manager. Coincidentally they only discussed what made them look like a sub par (at best) mortgage lender. Losing paperwork after a mortgage transfer that I had absolutely no say on is completely unacceptable. Especially when it results in a drastic increase in monthly payments after calling several time to resolve with ample time for them to look into the issue.  Wintrust gets 1 star. 
  Sincerely,
  
  *****************************

  

  Business response

  03/06/2023

  We've attached our resolution letter. Thank you. 

  Customer response

  03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See Encl (1) Letter of Service Transfer for reference to following issue:The 11/10/22 letter Encl (1) from Wintrust Mortgage (********* **) states that the servicing of my mortgage was being transferred to Wintrust Mortgage at ********************************************************************** PH: ************. When I call the ** 833 number, **************** Mortgage answers the phone, but falsely says they are Wintrust Mortgage. The 11/10/22 service transfer letter Encl (1) leads me to believe that Wintrust Mortgage operates at the ** address. **************** Mortgage operates at *******, ** address, not WTM as stated on the letter. This is false representation and is misleading me to think Wintrust Mortgage is still servicing my mortgage.When I call WTM at the IL location *************), the person identifies as a WTM employee, but when I give my loan number, they can't find my mortgage and refers me to the ** phone number. WTM has not given me a copy of the new loan with new loan number. Moreover, when I go on the www.mywintrustmortgage.com website and pay my mortgage, the site misleads me to believe (as in the website name mywintrustmortgage.com the money is going to Wintrust Mortgage when it's going to **************** Mortgage.The whole process raises a giant Red Flag. 1. The letter falsely lists Wintrust Mortgage is operating at *********************************************************************** when *************** Mortgage is at that address, but answers the phone as Wintrust Mortgage.2. The www.mywintrustmortgage.com site falsely leads me to believe my mortgage funds are going to Wintrust Mortgage when they are going to **************** Mortgage.3. Why does **************** Mortgage not send me a letter stating they are servicing my mortgage.4. Why does **************** Mortgage answer the phone as Wintrust Mortgage (very deceptive)5. Wintrust Mortgage can't they find my mortgage under new loan number.6. Why does Wintrust Mortgage list their name on the letter as operating at the *******, ** address?

  

  Business response

  02/14/2023

  Our response is attached. Thank you. 

  Customer response

  02/15/2023

   
  Complaint: 19328297
  
  I am rejecting this response because:

  
  

  Wintrust Mortgage did not explain why my mortgage went up 250/mo last year.  They didn't explain why the mortgage is different and/or when the mortgage payment will return to the original amount as written, signed and notarized in the closing of my loan. Also, I requested a full accounting of all fees, principal and escrow increases for the fY 2022.

  
  

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

  

  Business response

  03/17/2023

  see attachment 

*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. ↩