Business Profile

Bank

Umpqua Bank

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Umpqua Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recieved a check from my insurance company to pay for water damage in my home. The check needs to be endorsed by Umpqua as they are my HELOC loan carriers. They are refusing to endorse the check so I have no access to those funds. I have tried for over a week to have them approve the endorsement and they will not.
Customer Answer
Date: 04/05/2023
My complaint has been resolved with Umpqua bank
Initial Complaint
Date:03/13/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint involves automatic payments that have been deducted from our business accounts to make ACH payments to our vendors over the last several months. We now have three different vendor accounts wherein the funds have been withdrawn from our account but have not been deposited to the vendor's account. In the course of the last month, I have made multiple contacts (over six) with Umpqua's online banking customer service department, treasury department, and local branch; these contacts are both in person, over the phone, and in writing. To date, I have received no confirmation of the payments making their way to the respective vendors. I receive no response, even when promised or committed to. The vendors in question are now seeking collection actions against my company for non-payment. The BBB is the only attempt I am going to make prior to going to the **** FDIC, as regulatory authorities, and filing in court. At this point I am being harassed continually by vendors claiming they are unpaid. I have spent hours of my time over a month chasing the information to disprove their claims only to find that the bank withdrawing these automatic payments cannot provide evidence that the vendors have been paid.
Business Response
Date: 03/30/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 3-30-2023.
Customer Answer
Date: 04/03/2023

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.

One question you might ask yourself, however, is why a customer of 20+ years has to go through 6+ attempts and the BBB just to get a competent response and resolution. Perhaps acquiring other banks and getting larger does not make one better... Just saying.

Sincerely,

*******************
Initial Complaint
Date:03/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reported missing payments to credit - THEIR BANK CANCELLED MY AUTOPAY (have proof) I was called about my missed auto pay (which unbeknownst to me hadn't gone through)on MARCH 1st the bill was paid in FULL that day and they reported me on 3/3. I even spoke to the woman ***** who is responsible for missed payments on February 15, 2023 requesting some other info and there was NO mention of this. Their antiquated system apparently requires a second approval in a separate part of the website for all transactions that are made by a customer online. When setting up auto pay, there was absolutely NO prompt to need to approve this transaction, this is not my fault. This is a trap, I'm happy to send all the documentation showing that I had/have payments set up and was never called before I was reported or I would've rectified that my auto pays were canceled. I have ALWAYS remained in contact with Umpqua. By legal terms, I am supposed to have 60 days after contact to rectify before being reported and I intend to take legal action if this is not removed from my near to perfect credit. I have a LOT of financial institutions I manage with investments personally and through my business and I'ver never missed a payment. This company was recommended by the top lender in W, Academy for HELOCs and if this is not rectified I will be letting them know not to refer to Umpqua for future business. You can see in the attached documentation that I ADDED a NEW autopay to actually increase my payment amount going forward from January - hence why November was cancelled. THEY ARE THE **** THAT CANCELED THE JANUARY PAYMENT. WHY DIDN'T ANYONE CALL ME TO TELL ME IT WAS CANCELLED???? I'm requesting the credit response be adjusted to the accurate information. This bank needs to take responsibility.
Customer Answer
Date: 03/21/2023
To further my case, Im also sending a screenshot, which I was able to take today of what happens when you arrange a new AUTOPAY. NO WHERE DOES IT SAY that it requires further authorization, like it does with payments/transfers. This is absolutely a problem, it says, AUTHORIZED meaning its gone through so any person would hit close and not look back. Such a horrible entrapment. Please add to my case
Business Response
Date: 03/22/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was uploaded 03/22/2023.
Customer Answer
Date: 03/22/2023

Complaint: 19589148

I am rejecting this response because:

The payment on the account was made 3/1/23 I have proof on your banking website - see below. You are exactly right, my auto pay was never canceled, it showed AUTHORIZED when I arranged it, there was NO prompt to need further action so why would I have thought my payment hadn't gone through. I will be taking legal action, moving my activity to BECU and spreading the word on the shady banking practices that Umpqua is already known for. She called me 2/28 and the loan was brought up to date THE NEXT DAY on 3/1 and you reported me 3/3. I would like an activity log sent on ALL activity on my account, including auto pay structuring by bank and person.

Tracking ID:
********
Created:
03/01/2023 11:00 AM
Created By:
*****************************
Authorized:
03/01/2023 11:01 AM
Authorized By:
*****************************
Will process On:
03/01/2023
Amount:
two thousand, six hundred sixty five dollars$2,665.00
From Account:
External Checking ******7087
To Account:
HELOC ****3312-1

FROM YOUR BANK

Sincerely,

*****************************
Business Response
Date: 04/06/2023
Umpqua Bank take consumer concerns seriously and appreciates the opportunity to address them. Our research is underway, and a final response will be sent no later than 04/14/2023.
Initial Complaint
Date:03/08/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2022, my father, *************************** and I signed documents to enter a trial period to modify the mortgage on his residence at ************************************************. We were informed all we had to do was successfully make the first 3-4 trial payments and then the mortgage would be finalized for the modification. In February 2022, my father passed away. I continued to make the mortgage payments through all of 2022 after multiple interactions with Umpqua Bank associates in the mortgage preservation department including ***************************** and an associate Name *******. Upon their notification of his passing, I was provided some documents to take over the mortgage, however as the probate filing is still open as of March 2023, I have no legal standing to sign those documents. I was informed new documents would need to be drafted, however those were never provided. I informed them multiple times and my attorneys sent multiple letters notifying they have no right to attempt foreclosure on the property. In October 2022 Umpqua moved forward with Foreclosure proceedings even though the mortgage payments were actively being made the entire year and legally the assets of the Estate of *************************** are frozen until the probate filing is completed in the ***************. I was harassed by multiple Umpqua associates around the holidays in attempting to collect the full mortgage balance and once the house sold for the probate in February 2023, I was mandated to pay Umpqua's foreclosure attorney fees after the wire was already transferred to the attorneys to move forward with probate accounting, causing additional delays. Again LEGALLY UMPQUA NEVER HAD A RIGHT TO FORECLOSURE ON THE PROPERTY!! I'm thoroughly disgusted in the manner they conducted themselves in this situation and the entire process through. This is a dirty nasty company to deal with and miles from where their grass roots start when this mortgage was originated in ****. I'm ashamed to have conducted business with them.
Business Response
Date: 03/14/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 03/14/2023.
Customer Answer
Date: 03/14/2023

Complaint: 19556766

I am rejecting this response because:this is not a response or resolution

Sincerely,

*************************
Customer Answer
Date: 03/21/2023
***************** is delusional if she thinks the response letter with ZERO time for me to even read and respond before closing the claim is sufficient. Most of her facts in the letter are correct, however she conveniently left out
the fact that the Probate is still OPEN! No Successor in Interest can be named until it is closed to sign any types of forms for the mortgage, otherwise I'm signing without authority and moving into illegal ground. But
seems this company is perfectly fine operating in that space. My father's and my understand when we signed the mortgage modification in January 2022 was that all that needed to happen to finalize the modification was
to complete the trial payments, however he died literally a week after signing this, a fact this company is not sensitive to at all, and god forbid they ever have to experience someone close to them dying suddenly and
being left with $80,000+ debt stretched across every lender possible, and then add in the fact that I was fully supporting the man. I can't believe the lack of tact of this entire company! This lady is so backwards in her
facts, they were provided the letters of administration prior to being notified of his death?! This makes no sense, those letters of administration cannot be issued prior, in additional ***************************** reached out before this
date with forms to move forward, however back to the issue of a successor in interest cannot be determined until the probate is closed! So repeatedly this company attempted to get my to commit fraud in this process!
The letter is also very incorrect in stating the phone calls I received were about my capacity of the administrator, the brutal calls I'm referring to were in the Fall of 2022 and WAY AFTER they had legal documentation of
my status, all calls were in reference to collecting the full amount of the mortgage with reps yelling at me about the situation. In my entire experience with this, I encountered 1/20 mildly understanding people!
Unacceptable!!
Initial Complaint
Date:03/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is about Umpqua Bank of ******, and it's management. Deposit $7,500 into a well established checking account via a bank to bank transfer. The bank updated my available balance to reflect the deposit. However, when I went in to withdraw $5000 cash, all of a sudden my available balance WASNT available. Essentially, this bank LIES about what your, "available" balance is (arbitrarily). I've put over $100,000 through this account over the past year. This bank has no regard or respect for its established customers, and I will be closing my account and warning everyone I know to stay away from this fraudulent operation.
Business Response
Date: 03/16/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent on March 16, 2023.
Customer Answer
Date: 03/16/2023

Complaint: 19534214

I am rejecting this response because:

The bank acknowledges in their response that the funds in question were listed as, "Available" rather than "pending". They cannot have two categories representing two states of a deposit status and then ignore their own designations on the whims of an individual banker.

Further, this response mentions a later $500 atm withdrawal, but fails to mention a transfer of those very same Available funds OUT of the account BACK to Cash app the very same business day. This proves that those funds WERE available for withdrawal, yet denied at the counter.

Those funds were transfered via Cash App to another bank for immidiate withdrawal.

Additionally, federal law requires two types of deposits to be made immidiately Available for withdrawal. One is a cash deposit made in person to a teller. The second, though less well known, is the of the electronic type my original Cash App deposit was made.

Umpqua banks management employee at the ****** branch broke federal law by not allowing immidiate access to funds deposited in this manor, as recognized by Umpqua itself designating these funds, immediately, as "Available " for withdrawal. Further, and again, these very funds WERE transferred IMMIDIATELY OUT of the account that same business day under the policies of the bank itself.

Umpqua has failed to properly educate its lower level store management on the legal federal requirements surrounding funds availability and electronic transfer deposits versus ACH deposits. Their management broke the law.

Sincerely,

***************************
Customer Answer
Date: 03/27/2023
Tell us why here...
I would like the bank to acknowledge that my funds were listed as available for use and withdrawal on the day I attempted to withdraw those same funds.

I would like the bank to acknowledge that they were wrong to deny my withdrawal request for funds listed as available.

And I would like a written apology from that bank manager for her mistake in denying me funds listed as available.

Business Response
Date: 04/17/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent April 17, 2023.
Customer Answer
Date: 04/19/2023

Complaint: 19534214

I am rejecting this response because:
The funds in question were listed as available.
The bank allowed the funds to be transferred OUT of the account, PROVING they were indeed available.
The funds in question were NOT listed as PENDING in the balance.
The bank cannot BOTH list the funds as AVAILABLE AND ALLOW the transfer out of funds, AND DISALLOW the withdrawal of those same funds at a teller window.
There was no hold on those funds.
The bank has NOT offered a satisfactory response that explains these discrepancies in posted availability and ability to transfer, versus the actions taken by their employee at window, in person.

Sincerely,

***************************
Business Response
Date: 04/26/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent April 26, 2023.
Customer Answer
Date: 05/02/2023

Complaint: 19534214

I am rejecting this response because:
The funds were listed as available.

Sincerely,

***************************
Initial Complaint
Date:02/10/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unable to access information on my account. Called in to find out what type of account I have due to another bank merger and client care specialist supervisor ******* on 2/10/23 at 2:00pm notified me she was unable to tell me what type of account I have. She said even though I could give her my name address, account number, date of birth, social security number, home phone, State id number, Debit card number, my personal pin number, previous address, phone numbers. She could not verify me???? Not one other bank in my senior life span has treated me with so little respect. They don't even mail paper statements anymore yet they wanted me to tell them information about transactions that happened long before in an account i barely use. The number I called was ************. It is ridiculas that I can't access basic account info over the phone and find out what kind of account I have. Heck I should be able to get balance info over the phone.
Business Response
Date: 02/14/2023
Please see attached.
Customer Answer
Date: 02/14/2023

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
Date:01/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used to live in ****** So I came to ******** because my family needed me, I needed to cash a check so I thought of a bank and put a call through to Umpqua bank and ask the representative if I could open an account and I'll be able to do a mobile deposit and also have access to online banking, the representative told me yes and that I could easily set up and account online, so I went to the website to set up an account, and I provided everything that was requested got to a point opening deposit of $25 was requested I thought I could use the check to pay but I couldn't so I talked to a neighbor and requested to borrow $25 and I'll pay back the next day since I have a check in hand, so **** gave me access to take $25, and my account was successfully opened,my account number is ********** and I was able to create an online access and have full access to my account, so I download the app took a clear picture of my check and submitted, Umpqua sent me an email that the check was processed and it cleared successfully, few hours after I got the email , I tried to log in and I couldn't, I thought I was hacked then I decided to call Umpqua and they confirmed they deleted my online access and I'll have to wait 48 hours for them to see what's wrong, I need access to my Money, I want to log into my account, I want to be a belt to withdraw my money at the **** I need access to my account .it's either you provide your services to me or you don't, Umpqua does not have the right to hold my money I don't owe loan , I don't owe debt and the check wasn't illegal, I'll attach a copy of my check ! if i didn't provide the requirements my account would not have been opened, I want full access to my account, if I take out my money , Umpqua can go ahead and to close it ! If this is not resolved asap I'll file a law suit, why open an account for me only to keep my money ?? Umpqua has refused to mail my atm even after agreeing to pay $60 for expediting! What kind of scam is this !
Business Response
Date: 01/31/2023
Umpqua bank takes consumer concerns seriously and appreciates the opportunity to address them. Our research is under way and a final response will be provided no later than 02/17/2023.
Customer Answer
Date: 01/31/2023

Complaint: 18837891

I am rejecting this response because:Theres no point mailing me a letter , I have submitted my letter for account closure and I have attached same here , send the check for my balance to my mailing address I am also a legal practitioner theres no way Ill let you get away with any form of breach of agreement! I dont owe loan , I dont owe debt , youve refuse to provide your service to me according to the account agreement youre supposed to mail me a check after closing my account! , you have no right to hold my balance after closing my account !

Sincerely,

*****************************
Business Response
Date: 02/03/2023
February 2, 2023
*****************************
9441 ******************
****** **, 20708
Dear *******:
This letter is in response to your complaint made to Better Business Bureau on January 19th. We
appreciate the opportunity to address your concerns and thank you for bringing this to our attention.
In your complaint, you expressed frustration with access to an account you opened online.
To address your specific concerns, we have partnered with leadership and multiple departments to better
understand what transpired. The following is what we have found as it relates to your complaint.
On January 17th a savings account was opened online via online account creation with an opening
deposit from a debit card in the amount of $25.00. The same day the account was restricted as the
online account application was deemed suspicious. The name on the funds on the opening deposit did
not match the name of the individual opening the account.
On January 17th a mobile deposit was made for $3,821.36 a new account hold was put on those funds
and a hold notice was sent January 17th to *****************************************************************************. The notice advised that
the funds would be available on January 26th
You contacted the bank and were advised your account was being reviewed. It was determined that you
will need to provide proof of external ownership of the funding account and be positively identified in
person.
Following review of the account Umpqua bank has made the decision to issue a cashiers check and close
your account per your request. On February 2nd the cashiers check in the amount of $3,847.20 was
mailed to the *********************************************************** and your account was closed.
We feel this response adequately addresses your concerns and thank you for bringing this to our
attention.
If you have any remaining questions or concerns, please contact the digital store at ************.
Sincerely,
Umpqua Bank
Customer Answer
Date: 02/06/2023

Complaint: 18837891

I am rejecting this response because:
I will wait till I receive my check in the mail and able to cash it before accepting this is resolved !
Sincerely,

*****************************
Customer Answer
Date: 02/28/2023
I previously filed this complained against Umpqua bank my account number is ********** and I have attached Umpqua banks response to this case, which should lead us directly to the case , Umpqua responded saying they mailed my check already today is 28 of February and Im yet to get my check , its been a long wait and I cant go through this route again ,and to avoid a case of musing check Umpqua bank should provide my balance through ach to my account with routin number 124 303 120 and account number ************** which is the same account I submitted for linking before Umpqua closed my account . For verification purposes I have also attached the 2 direct deposit made by Umpqua bank to this case $0.81 and $0.29, I hereby authorize Umpqua bank to make a direct deposit/ach into my account !
Business Response
Date: 03/13/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A Response letter was sent 03/13/2023.
Customer Answer
Date: 09/29/2023
My Grow saving account number is **********, the security answer to the question who is my bestman is *******, and name of my pet is JUMBO, my account has been closed since February 2023 but I am yet to receive the balance on my account , I brought this to the knowledge of Umpqua bank because I will not be responsible for a lost check ,which they let me know before they will reissue another check I have to get police report and a notarized letter , both have been submitted to Umpqua via certified mail and it was successfully delivered I have the tracking number , its over 4 weeks and I am still yet to get my money a copy of the letter from Umpqua is attached to this complaint , as contained in the letter I sent dated august 18 2023 I want my money sent via direct deposit / ach into Amount : $3847.20 Routing : 124 303 120 Account number : ************** Account type : Checking Account name : ***************************** P:s this is the same account linked to my ********************** before it was closed If I do not get my money this time Ill be filing a case with the small claim court Thanks ******************************

Refund

Business Response
Date: 10/11/2023
Please see attached response letter. Thank you.
Customer Answer
Date: 10/11/2023

Complaint: 18837891

I am rejecting this response because: I sent the document and here is the **** tracking number 9214 **** **** **** **** 11 the address is the same address I have always mailed you at P.O Box **** ******** ** *****, a scanned copy is also attached to this case and cc to the cfpb.

Sincerely,

*****************************
Business Response
Date: 10/26/2023
Good morning. We are currently in the process of reviewing this complaint with our Investigations team and will need additional time to respond. Thank you.
Business Response
Date: 10/31/2023
Good morning. We are currently in the process of reviewing this complaint with our Investigations team and will need additional time to respond. Thank you.
Business Response
Date: 11/01/2023
Please see attached response letter concerning this case. Thank you.
Initial Complaint
Date:01/17/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened an account online with Umpqua Bank on Nov. 21, 2022 (account ending in ****). I funded the account with $1901.25. The bank then took my money and prohibited my access to my account without explanation and without even contacting me. After a few days, I reached out to the bank. They claimed they needed to confirm my identity before letting me use my money I deposited with them. I believe I am a victim of criminal/predatory activity at the hands of Umpqua Bank. Why would a bank accept my funds if they still needed to confirm my identity? It doesn't make any sense. Any legitimate organization would reject the funds outright if more information still needed to be verified. I've been unable to get ahold of someone who could explain why they would do it this way. I was told this was for my protection. This is a very misguided definition for protection and confused me only more. I was told I would need to come into the branch to confirm my identity. I do not live in the area of a brick and mortar branch so that is not a viable option. They also told me I could file a claim with the bank (Barclays) where my funds originated to reclaim the funds. I'm not sure why I would ask Barclays to give me money that Umpqua has. I've been making it work the last two months without my money, but will need to use my money to pay rent next month. I'm hoping you can help me retrieve my money seized by Umpqua.Thank you
Business Response
Date: 02/16/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 02/13/2023
Customer Answer
Date: 02/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I'm happy they let me access my money. I accept the response.

Sincerely,

***************************
Initial Complaint
Date:11/14/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm not sure if this is the main office of Umpqua Bank since they have so many. I understand it's either in ******** ** ********. The service I've enjoyed so much over the years is their Anytime Line, which offered phone banking. It was easy to call and manage accounts. When it started to fail, they decided to "upgrade", which was a huge problem. My personal account is working fine, but our small business account has been inacessable directly since the upgrade took effect 11/8. I've had to get a rep to get the info I've needed. They told me all kinds of solutions, but none worked. A supervisor was supposed to call Friday, but did not. I can't even get a rep anymore, so have had no way to manage our business account directly since 11/8. I can't do online banking since I've been hacked. Their online chat told me the id question I've answered the same for years isn't correct. I'll call the branch to see what I can access, but that won't solve the Anytime problem.
Customer Answer
Date: 11/18/2022
Thank you so much. Yes, it has been resolved. It took a lot of time and effort and affected many more customers, but the case may be closed.

*************************** Teacher/Administrator
North *******************************************
Initial Complaint
Date:11/07/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Closed account with fraud protection on phone whom closed out access to my mobile banking and debit card. Allowing me first to transfer money to my chime account linked to checking at their establishment. They called stating charges were made on my account I was not making so account was shut off. Got letter a month later stating $440 was overdrawn due to overdrafts of $70 a day and I was still actively open with a checking account. I paid $250 in branch. Told I had 2 weeks to pay rest of fees when I complained of not knowing nor using a closed account I had no access to. The branch without notifying me closed my account. Now I have a letter stating $881.19 is owed to them and theyre going to garnish my wages if I do not pay when I owe nothing.
Business Response
Date: 11/22/2022
Please find the Bank's response to the complaint of ************************* attached.

Thank you,
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