ComplaintsforWintrust Financial Corporation

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted ********* and ************* ********* where I originally opened my account I contacted the bank and spoke with *** who's supposed to be the manager there to inform him that I noticed that my account was in the negative on the behalf of them withdrawing funds that was supposed to been placed back into my account due to a company taking funds out of my account that I knew nothing about I do know that the funds obviously have been placed into the account six days prior through a refund instead of the initial disputed charge back that I did overall they did place funds in the account as well obviously if they place funds into the account you would believe I would think that they would have looked into the account obviously they were not in contact with this business like I had noticed when I ended up contacting them to find out if it's true that they didn't speak to the bank like they said so so the thing is who initiated the refund because I did and overall this company have been charging my account and my debit card have been changed anywhere between three to four times so how did they continue to keep going into the account overall I do know that I told them that somebody had been doing some fraud in my other banking accounts I don't still know who it is obviously he does because when I told him that their company had no right to bring my account in the negative and which it is in the amount of $69 and somehow change I would like for them to put back into my account because they had no right to put my account into the negative I do know that me and *** have words he threatened to just close my account I do know that I do need to have a debit card some form way to have access to my account because I do know that spending cash is illegal so I like to have a debit card overall I do know that I would like for them to bring my account out of the negative because what they should have done was check with me first and told me that obviously mix up!

  Customer response

  11/07/2022

   
  Complaint: 18324339
  
  I am rejecting this response because: I made this complaint just a simple I informed you that I use mobile banking so I would really like to know why are you guys sending me letters when Im supposed to receive emails and also you need to look into the mobile banking mobile banking is totally different the days in the times the accounts and the payments are different from what you see from your other banking type overall I do know that your company put your provisional credit in after the fact that you either receive the credit which was a refund already and I also noticed that your business put my account in the negative after I did a purchase of medical marijuana and which I am in the business of  an overall when I spoke to your banker he threaten to close my account just as you all have threatened to close my account by bringing my account in the negative after the fact that you know that you were supposed to look into my account before you put this provisional credit union to create this backlog on my account your business needs to do the right thing  and put those funds back into the account because it is your fault not mine and also I noticed that when I spoke to the banker that my account is set up to use my debit card at a ATM location and I had distinctively inform the banker and which home opened up the account initially that I do no checks  no ATM transactions whatsoever and I do not handle any cash but I see that every sense that Ive been at with this bank Ive been having to handle cash and Ive also even noticed that obviously your bank has it designed where these businesses can use a debit card that isnt even the sign to the account anymore to make payments because if you pay attention the account was actually  charged by different debit cards and I hadnt been in contact with this company but once and I was to find out how did they even send the refund because I didnt even initiate it because I had no clue on who they were so somebodys doing something inside this business  you guys need to find out who it is because it is some psychics messing around and all of my accounts I explain this to this banker and I need for you all to stop these people from going into my account and you all listening to them I know that they come from forensics they work for them but you all need to stop trying to play games because Im making a complaint on them as well  and I would like those funds to be refunded back into my account of $69 also all of those negative balance is that youre putting in there that you stated that your banks not charging me and Im showing you a screenshot that they are and Ive noticed that the fee was $69 and some change pay attention because I do notice that it is supposed to show what the bank draft was before so why doesnt it show that it was in the -$69 and then the other amounts were applied here it is now its showing its $87 and some change so thats quite obvious that somebodys making changes to the account information which is mine and not showing complete detail I would like total refund of the $87 total plus I want my maintenance fees refunded back to my savings account as well I will be sending the same complaint over to the *** as well if this matter is not taken care of correctly!

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

  

  Business response

  11/15/2022

  We have left 2 phone message for ************************* to contact me back today.  (11/14 @ 2:05 PM and 4:12 PM)
  We will be depositing $178.96 (the amount of 4 provision credits that were credited to her account, refunded by the merchant and then reversed from her account due to the merchant credits)which caused her account to become overdrawn.
  Her account will then be positive by $10.61
  We will close her debit card effective today (11/14) and will not reissue her one for a minimum of 6 months due to the number of disputes and debit cards that have been issued to her.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wintrust closed my checking account with no warning the same day my employer made a direct deposit for my paycheck. Not only was I given no warning for the account being closed but now I cant access my paycheck of over $1800.

  

  Business response

  10/17/2022

  On 10.8.22, the Branch Manager spoke with the customer via phone to address his concerns. The *** deposit that the customer was expecting to be credited into his account was rejected by the Bank and returned to sender due to account closed status. The account was closed automatically on 10.5.2022 with $0 balance.  Additionally, the Branch Manager followed up with the customer via email and clarified all the details pertaining to dormant status of his account along with providing dormant and inactive notices that were sent to the customer earlier. The manager offered reopening the account for the customer but no response was received.

  Customer response

  10/18/2022

   
  Complaint: 18180727
  
  I am rejecting this response because: a branch manager spoke to me AFTER trying to get ahold of people for 2 days. No correspondence was sent to me notifying that the account was closing. That is an absolute lie. Just because the branch manager says it doesnt make it true. My account was not dormant either. I received payroll deposits every two weeks. Again, I was never notified that the account was closing. That is a lie. Yes the branch manager reached out to ask if I was *** my account reopened. No I will never have an account there again after being treated like this. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  10/31/2022

  Dear ************************,
  
  We apologize for the inconvenience & frustration the closing of your checking account caused for you.
  Your account was closed based on the provisions of the consumer deposit account agreement (see Exhibit #1 deposit account agreement),that gives the Bank discretion when making these decisions.
  When your account became dormant, the bank started charging a $5 per month dormancy fee (see Exhibit #2 *************** Fee Schedule). On 9.15.22, when the first fee was charged, the account balance was $0.01 &was consequently brought to $0.00, which triggered the automatic account closure process.  The bank attempted to contact you via phone on 10.6.22,to advise you on the received direct deposit that couldnt be deposited to the closed account; however, due to lack of contact a decision was made to return the *** deposit to Loyola (the sender).
  As you had indicated, your account was subject to regular *** deposits and preauthorized debits; however, such transactions do not keep an account from becoming dormant under our process, which is designed to mirror the State of ******** abandoned property monitoring requirements for banks and other institutions.
  Again, we apologize for any inconvenience and frustration this situation caused for you, and if you have any further questions or concerns please contact me at the number provided below.
  
  Regards,
  ***********************
  Vice **************** Manager
  Direct phone#: ************

  Customer response

  11/04/2022

   
  Complaint: 18180727
  
  I am rejecting this response because:
  Again, I received no notice that the account was closing. Yes someone called on the 6th and I wasnt able to answer but their voice message did not say that my account was closed and that my deposit was being returned. Youre blaming me for not answering a random phone call on the 6th?   I called back and spoke to several people at Wintrust and no one could explain what was happening. I was put on hold several times for sometimes close to an hour. The lack of customer service was awful. Check your phone records. Then I physically went to the branch on the 7th. Because of the continuing condescending replies and lack of understanding I am taking my business to chase bank who accepts ach deposits as not being dormant. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  09/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a Total Access Checking account with Wintrust Bank (for the location at **********************************************************************) by phone on 4/20/22 because of the $300 bonus they offered to do so. I had the phone rep set everything up needed to qualify for it, enroll me for online ************statements, transfer $100 from my current bank account to theirs to start off the account, and I set up my job's payroll company to deposit $500 from each of my paychecks into that account every 2 weeks. The entire time that I had this account (and a ***************** account with them), I was NOT able to access my account online. I always received error messages on both my *************** would have to call them on their limited business hours repeatedly to help and they were never able to. For months and months. So I just let the accounts open until the months necessary to get the bonuses, then went in person to the ******/Mayfair branch to close the accounts and get my bonuses because of how awful & non-functioning their online system is and how unhelpful & pointless their customer service is set up. At the branch they informed me that they wouldn't give me the $300 bonus because the e-statements were never set up, even though the initial rep already did or was supposed to do that, and I was never able to even access my accounts online, even though I tried countless times, thru their online system and with reps by phone. The lady at the branch promised me that the Supervisor would call me the following week to take care of this, as she was the only one able to. I never received a call. I followed up at least 6 times after that. I kept being given the run around that Supervisors were supposedly unavailable because they were with other clients and that I would get a call back. This still is unresolved and it appears that this is a scam/fraud to get consumers to open up accounts with them and transfer funds into their banks without honoring as many bonuses as they can however they can.

  

  Business response

  10/06/2022

  Response from Bank: *********************************** visited the Mayfair location on September 3rd to close her savings account.She spoke with *********************** who confirmed with her she had not completed all the required steps to receive the $300 bonus for the checking but did receive the $200 bonus for her savings that she began to open online. I did also speak with her on multiple occasions prior to her coming in to close the savings and after. She initially stated she set the account ** in person with a banker than said she stated the process online and finished it up over the phone.Additionally she contacted the customer contact center and there she also spoke to a Team Lead ***************** who confirmed with her not all the requirements had been met to receive the payout for the offer.( Additionally he confirmed he checked the activity log for her prior incoming calls early on in account opening nor attempts to get online. He however sis not share this with her as she was upset and it was not helpful to the situation.) There is a confirmed successful login noted at her profile level on 4/27/22. After that she did attempt to call in August on the 9th and 11th and failed authentication and was directed to the branch. She received her bonus payout in her savings on 8/18/22.
  
  The call with *** was on 9/23 and I forwarded the information to my Regional on that day as well confirming the contact with both myself and the Team Lead in the ************** 2:48pm.This was prior to her filing her complaint so she had interacted with leaders however was not satisfied in not receiving the bonus as she stated the initial representative should have automatically set up everything for her. Please let me know if you have any additional questions.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a previous Wintrust Bank customer. I contacted Banker ******************* at 12/2021 by call **************, notify him that I need end up use this bank. And Ask him how he want me return the safety box key. He encourage me to keep with this bank. He also informed me that I dont need return the key. I believe him. This bank did not make any connection with me after that(No phone call, No email, No mail). Then, today, when I try to open a bank account at my local bank. They informed me that because I owe Wintrust Bank almost 200 bucks. So They put me in "Block List". I am unaware this amount. Because the banker's dishonest behavior, I ask BBB agent invlove this case.

  

  Business response

  09/08/2022

  Hello, response from the bank is attached. Thank you!

  Customer response

  09/09/2022

   
  Complaint: 17793674
  
  I am rejecting this response because: I HAVE NOT RECEIVE ANY MAIL(ABOUT DETAIL RESOLUTION) FROM THIS BANK. 
  
  Sincerely,
  
  **************

  

  Business response

  09/20/2022

  Hello, please see attached second response. Thank you!

  Customer response

  09/22/2022

   
  Complaint: 17793674
  
  I am rejecting this response because:

  I received respondant(****************************)'s email at Sep 19th. I replied to respondant at same day. I follow respondent's suggestion to offer my contact method to them. But I did not receive any response from respondant after. I am positive to corporate with respondent to slove the issue . But They would like procrastinate it. I hoping respondant can reply my last email and the issue can be complete settle down. Not process in the middle. Attached is the writting communication between respondant and me. 

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

  

  Business response

  10/12/2022

  Please see attached 3rd response from the bank. 

  Customer response

  10/13/2022

   
  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

  08/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wintrust Mortgage changed web portals for mortgage payments and will not accept any payments through the new portal. Since they no longer mail bills or accept phone payments, the company is basically forcing individuals to miss paying their mortgage on time, which will impact credit scores.

  

  Business response

  09/09/2022

  Hello, attached is the response from the bank. Thank you!

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Veterans First Mortgage (which is a trade name of Wintrust Mortgage a subsidiary of Wintrust Financial Corporation) when I won a bid on Auction.com for a SFH located in *********, **. The main reason why I'm disappointed is because my loan officer ****************************** NMLS# *******, hired a VA required appraiser before the Seller approved my VA loan and clearly not having had a signed VA Addendum beforehand. Additionally, somehow she got the appraisal company to say the home in question was in good condition and appraised for the exact amount I won the bid for even though my hired professional home inspector noticed several red flags to include the water being off and a leaking pipe, and a bad slab foundation that had noticeable corroded ground ducts where the wet concrete was exposed in addition to a musty smell that was a sign of likely mold in the home among other concerns. I contacted the appraisal company leadership and they agreed there was something fishy and they revised their report and submitted it immediately to the VA which ******** never handed to us until I asked for it which was after a week of it being submitted.

  

  Business response

  06/22/2022

  See attachment

  Customer response

  06/22/2022

   
  Complaint: 17256285
  
  I am rejecting this response because: Opinions given do not address my stated facts. Please help address. Thank you.
  
  Sincerely,
  
  *************************

  

  Business response

  07/06/2022

  Dear ******************,
  
  We have received your feedback and after an additional review of your file we have nothing further to add to what weve previously provided.
  
  Thank you.

  Customer response

  07/06/2022

   
  Complaint: 17256285
  
  I am rejecting this response because: *********************** a trade name of Wintrust Financial has not put a good faith effort in addressing my initial feedback. Please reconsider correcting your position on the grossly misconduct of your agent.

  If veterans are truly first, please show it.

  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a bank account last week was not told that check deposits would be held for 6 days. Cant confirm or deny that as that was in the disclosure documents somewhere and was never given copies of that information. If it was there it was buried. I was willing to let that go but it has been 6 days and I still dont have the deposit of $1155. I have bills to pay. Bottom line this deceptive business practice and fraud. I will never do business here again. Customer service is horrible and as far as i am concerned they are stealing my money.

  

  Business response

  05/05/2022

  Response attached.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We opened a few accounts in 2020 and just had the worst time with their book keeping. The app wasnt updating in real time, causing me to overdraft pretty frequently.We decided to bank elsewhere and closed the accounts after someone at the branch told us that if we didnt like the way they did things to go somewhere else.Flash forward to this past month, I started receiving statements from the bank again, showing one account ad still open, but with a zero balance. My attitude was, ok, its open, Ill use it for **** paying. I called the bank and verified the account was open and functional. I then requested debit cards and set up online banking access again. My cards arrived in the mail yesterday and today I made an electronic check deposit that was accepted by the app and put into pending. A few hours later, I received an email that the check was not accepted and flagged as other. I called the bank and was told that the check was flagged as fraudulent. (Rent payment from my grandmother who lives with me- definitely not fraud) and to bring the check in to deposit in person. I asked if there was some reason, they said no, just to go ahead and come in. I planned to do that today in the morning. However, its 1:30 a.m. and I was awoken by a text message after midnight from the bank that my debit card has been deactivated now. Obviously theres something funny going on with this bank again and no one wants to communicate clearly to anyone I speak with. Its just a farse and at this point, a clear understanding of if this account is functioning as requested and some troubleshooting is necessary. If its not, then please close it once and for all, and properly.

  

  Business response

  04/06/2022

  Hello, we are unable to locate an account in *************************** name. Can we ask the complainant for the specific bank name and title on account? Thanks!

  Customer response

  04/07/2022

   
  Complaint: 16975440
  
  I am rejecting this response because:

  its with a ************************- a subsidiary of your bank.

  I cant even access my account number because you guys shut everything down. Someone can call me and Ill provide my social

   security number.

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

  

  Business response

  04/12/2022

  Hello,

   

  Attached is the letter sent to the customer.

   

  Thank you!

  Customer response

  04/15/2022

   
  Complaint: 16975440
  
  I am rejecting this response because: 

  This letter telling me my account was closed due to suspected fraud is a farse.

  
  

  First, this bank has been sending me statements for over a year that showed the account was kept open and active with a zero balance.

  Next, before I deposited a check into the account, I called the bank, spoke with a rep at my branch about the status of my account, verified that the account was not only open, but in good standing, and able to be used. This rep reissued debit cards for me and my husband on this call.

  Then, I called again and spoke with another rep because I was unable to log in to my old online banking app. 

  This rep was able to verify my information, reset my password, and give me access to my account.

  
  

  At any point during these conversations, no one communicated any issue with my account.

  
  

  After I made a deposit into the account, the deposit was accepted by the system.

  A day later, I received a vague email that it was not accepted. I called the bank and was told by a rep that the check was flagged as possible fraud and to bring it into the bank if I wished to deposit it.  I then deposited the check into another bank account with zero issue.

  
  

  I never received any communication after that about the status of my bank account, I never received any communication from the bank that my account needed any kind of further verification, and at one in the morning the same day I filed this complaint, I received a system-generated text message that my debit cards were cancelled.

  
  

  At no point in time, did anyone attempt to contact me to express any issues. At no time did the bank reach out to me, and at no time did they attempt to be helpful in any way until they were made aware of this complaint. And even now, this letter sent was we did something without contacting or speaking to you first. 

  
  

  This is not an apology or a resolution. My next step is to continue on in the complaint process, escalating now to filing complaints with government banking authorities and regulation organizations.

  
  

  You can resolve this issue by reinstating my account and by providing a written apology and assurance that behavior such as this will not happen again.

  
  

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

  

  Business response

  05/04/2022

  Response attached.

  Customer response

  05/04/2022

   
  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

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a mortgage with wintrust mortgage beginning december 2019, the loan was recently entirely paid off on 3-2-2022. The mortgage however still shows on my credit report. I am trying to buy a new home / primary home and right now I have nowhere to live. I am processing escrow paperwork on a new place to live and I have requested several times now for official documentation of the loan payoff, or for wintrust to process the paperwork and remove it from my credit report. I was told to call, I called and they told me to email, I emailed them and got a response "It's been paid off, Sincerely your support team" this doesn't work for me. I need official documentation or removal from my credit report and have asked several times. I am getting the run around and it is going to cost me 20,000$ in deposits if this is not removed in a reasonable time frame. It has been 2 weeks already.

  

  Business response

  04/12/2022

  Hello,

   

  Responses attached. It is being mailed to customer by EOD. 

   

  Thank you!

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Money was debited from my credit card for an appraisal by this company under the impression that my refinance loan was approved. The locked in date had pasted, they told me that my was not approved approved by VA. I requested that my money be credited back to my card or I be sent a reimbursement check. I have been trying to get my money back for months now, and when I call about it, keep getting the run around. I NOW QUESTION WHETHER THIS COMPANY IS A LEGITIMATE COMPANY.

  

  Business response

  04/13/2022

  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. ↩