ComplaintsforHomeStreet Bank

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Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I will attach all the messages from start to finish. I attempted to open a CD account with $5K. I submitted docs online. A few days later, I received a call from a banker who asked me several questions and told me everything was complete and we are good to go. Several days later, I receive a call and voicemail from another rep that theyre missing info. I call back, was transferred several times and reached someone after about 10 min. The banker says my submission is incomplete and I need to sign the forms I received and mail them back within 10 days. I said I never received any forms and I was told everything was complete previously. We argued for a few min, I got frustrated, and said cancel the process, I dont want anything opened. She said she cant cancel over the phone, I have to go to a branch. I said theres no branch near me and the account wasnt even opened by what she said! She refused. I messaged the bank online. They refused to close via email or phone. I asked them to escalate to a manager. They finally replied saying they will close it, but the penalty is $61. I said Im not paying any penalty, esp since their customer service is poor and they lack communication. Supposedly my account should have never been opened since I didnt sign any forms per their deadline. They ended up closing the account and charging me a penalty, regardless, without giving me the option or asking if I would be willing to pay that penalty. I want the $5k in full back into my account and for this bank to have more training for their employees.
Customer response
05/05/2024
Hi, the bank refunded the $60 after a couple more emails with the manager. I wanted to close this complaint, if possible. Thank you.
Business response
05/07/2024
HomeStreet Bank takes customer complaints seriously. When complaints are received, we work directly with our customers to resolve their concerns.We have spoken with our customer and provided a full refund of the early closeout fee as a courtesy. Thank you for the opportunity to respond to this complaint.
Customer response
05/07/2024

Better Business Bureau:

Thank you. 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
01/13/2024
Complaint Type:
Product Issues
Status:
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.
I opened a merchant dispute with my bank Homestreet on 08-17-2023 for merchandize not received, for 3 smartphone ******** Edge. I provided all the information requested to the bank, and also the invoice receipt showing the delivery date and what was purchased. The bank never provided any status of the claim, didnt provide provitional credit or any letter. The bank didnt follow the transfer act, and regulation E and Z. If the bank denied the claim they must provide proof of delivery or a valid tracking number.Checking *********************
Business response
01/24/2024
HomeStreet Bank takes customer complaints seriously. When complaints are received, we work directly with our customers to resolve their concerns. We are in the process of resolving this matter with this customer. Thank you for the opportunity to respond to this complaint.
Customer response
01/25/2024

Complaint: 21141050

I am rejecting this response because:
Nothing has been done since I opened this case. Need to have the merchant dispute opened.

Sincerely,

*****************************************
Business response
02/07/2024
HomeStreet Bank takes customer complaints seriously. When complaints are received, we work directly with our customers to resolve their concerns. We are in the process of resolving this matter with this customer. Thank you for the opportunity to respond to this complaint.
Business response
02/07/2024
HomeStreet Bank takes customer complaints seriously. When complaints are received, we work directly with our customers to resolve their concerns. We are in the process of resolving this matter with this customer. Thank you for the opportunity to respond to this complaint.
Business response
02/07/2024
After additional review, we have provided final resolution of this matter to the customer. Thank you for the opportunity to provide further response to this complaint.
Business response
02/07/2024
After additional review, we have provided final resolution of this matter to the customer. Thank you for the opportunity to provide further response to this complaint.
Business response
02/07/2024
After additional review, we have provided final resolution of this matter to the customer. Thank you for the opportunity to provide further response to this complaint.
Customer response
02/07/2024

Complaint: 21141050

I am rejecting this response because:
The bank didnt contact me about this case,

Sincerely,

*****************************************
Business response
02/16/2024
We value you as a customer and thank you for the opportunity to respond to your concerns. We sent a response letter to you via US Mail on February 6, 2024. We invite you to reach out to us directly if you have not received the response letter or if you have additional questions. Thank you.
Initial Complaint
03/16/2023
Complaint Type:
Product Issues
Status:
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.
I have left over 20 voice mails regarding getting a call back to set up mobile banking since the union bank transfer. I've spent over 40hrs in total on hold to be hung up on and multiple trips to the ************* branch to be told they can't do anything about it. This is beyond ridiculous.
Business response
03/22/2023
HomeStreet Bank takes customer complaints seriously. When this issue was brought to our attention,our *********************** contacted the customer and believes her concerns are resolved.

The Bank encourages our customers to work directly with us to resolve any issues; however, we recognize that we are currently experiencing a high call volume due to a recent acquisition. We are responding to our customers as quickly as possible. We apologize for the inconvenience and appreciate everyones patience.

Thank you for the opportunity to respond to this complaint.
Initial Complaint
03/15/2023
Complaint Type:
Billing Issues
Status:
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.
Recently Homestreet purchased branches of *********** During that time homestreet hit people with overdraft fees. I attempted to close my account and get the fees reversed. I was told by a manager that it was done and approved. A week later they denied my fee reversal (without telling me) and continued to add more fees onto it. They also never closed my account. I called the corporate number and was told by a teller how shady the bank is and that they would escalate the matter. Once I got a supervisor I was told there was nothing they could do and it was up to the individual branch since they don't control the branches. So a branch that already lied to me and continued to rack up fees without notifying me control everything. STAY FAR AWAY!
Business response
03/22/2023
HomeStreet Bank takes customer complaints seriously. When this issue was brought to our attention,the Bank immediately investigated the customer allegations and have resolved his concerns.

Due to our corporate privacy policy, the Bank cannot respond on this website with the customer resolution; however, we will be following up directly with the customer via US mail.

Thank you for the opportunity to respond to this complaint.
Initial Complaint
02/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have enclosed the problem in my notes and messages with ******* of the bank.
Business response
03/06/2023
HomeStreet Bank takes customer complaints seriously.
When this issue was brought to our attention,our *********************** contacted the customer and believes her concerns are resolved.
The Bank encourages our customers to work directly with us to resolve any issues; however, we recognize that we are currently experiencing a high call volume due to a recent acquisition. We are responding to our customers as quickly as possible. We apologize for the inconvenience and appreciate everyones patience.
Thank you for the opportunity to respond to this complaint.
Initial Complaint
02/21/2023
Complaint Type:
Product Issues
Status:
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.
Its been a week since I first complained and I have received nothing. No email. No call. Im beyond angry. I need my funds. I have no food or gas, my bills cant be paid, and Im trying to start a new job.This is ridiculous.
Business response
02/23/2023
HomeStreet Bank takes customer complaints seriously.
When this issue was brought to our attention,we contacted the customer and believe her concerns are resolved. Account validation was expedited and access to her funds is restored.
The Bank encourages our customers to work directly with us to resolve any issues; however, recognizes that we are currently experiencing a high call volume due to a recent acquisition. We are responding to our customers as quickly as possible. We apologize for the inconvenience and appreciate everyones patience.

Thank you for the opportunity to respond to this complaint.
Initial Complaint
02/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have been attempting to close my account that homestreet acquired through a merger for a week now, I have called over 30 times at this point with no success. I am unable to access any of my funds or contact anyone. They leave you on hold for 30 minutes and disconnect the call as soon as they pick up, do not answer messages with anything other than an automated response and dont follow up on calling back anyone who decides to leave their number for a callback. The only positive reviews I have seen are from obvious spam bots and I am beginning to think they are not going to release my funds.
Business response
02/17/2023
HomeStreet Bank takes customer complaints seriously. When this issue was brought to our attention,we immediately contacted the customer and provided her with the information she needed to complete her transaction.

The Bank encourages our customers to work directly with us to resolve any issues, but we recognize that we are currently experiencing a high call volume due to a recent acquisition. We are responding to our customers as quickly as possible. We apologize for the inconvenience and appreciate everyones patience.

Thank you for the opportunity to respond to this complaint.
Initial Complaint
02/13/2023
Complaint Type:
Customer Service Issues
Status:
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.
My old bank was bought without warning and Ive been told to contact them when I found out. Ive been on hold since 9 am Monday and I need to access my funds. I need help and they have a high caller volume? I understand theyre trying to help everyone but I need my account working today. This is unprofessional. I am technically a new customer and I have a horrible first impression.
Business response
02/16/2023
HomeStreet Bank takes customer complaints seriously. When this issue was brought to our attention, we immediately contacted the customer and believe her concerns are resolved and her access to her funds is restored.

The Bank encourages our customers to work directly with us to resolve any issues, but recognizes that we are currently experiencing a high call volume due to a recent acquisition. We are responding to our customers as quickly as possible. We apologize for the inconvenience and appreciate everyones patience.
Thank you for the opportunity to respond to this complaint.
Initial Complaint
09/28/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I was unemployed and they stop my mortgage payments for a period of time. When the time came to leave program and to start paying my loan again. The requirements where to pay it in full or agree to their unfavorable loan terms. I choose to pay my balance in full. They did not like that I choose that option. But it was very unfavorable it changed everything about my loan. After I paid it off. HomeStreet reported me to the credit Bureau as delinquent. Which according to the program guidelines they were not supposed to do that. I am still suffering from there mistake. I would like something done.
Business response
10/05/2022
HomeStreet Bank takes borrower reviews seriously, and we encourage our borrowers to work directly with us to resolve their concerns.
Due to privacy concerns, the Bank cannot provide public responses to any particular review. We have been communicating with our borrower in the past year to address her concerns and will be responding to her directly again.
Thank you.
Initial Complaint
09/01/2022
Complaint Type:
Customer Service Issues
Status:
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.
I opened 2 disputes with my bank (Homestreeet) for 3 transactions made with my debit card because the merchant never sent the items. 1) 834,20 posted on May 16th, opened the claim on July 13th 2) 640,55 posted on may 16th, opened the claim on July 13th 3) 862,97 posted on may 16th, opened the claim on July 29th I never receive any letter or something about the case, even I never get the claim number. Until now I don't know what is going on with the case, and the credit has not been posted on my ******************************
Business response
09/09/2022
HomeStreet Bank takes customer complaints and transaction disputes seriously.
Due to the Banks Consumer Privacy Policy, we are unable to share any resolution information with the BBB directly. However, please note that we are following up with ******************** directly to ensure his concerns are resolved.
Thank you,
*************************, FVP
Deposit Operations Manager
HomeStreet Bank

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