Complaints

This profile includes complaints for Washington Federal Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Washington Federal Bank

  425 Pike St Seattle, WA 98101-3902

• 

  Washington Federal Bank

  191 W Washington St Sequim, WA 98382-3337

• 

  Washington Federal Bank

  PO Box 412 Sedro Woolley, WA 98284-0412

• 

  Washington Federal Bank

  300 Ellsworth St SW Albany, OR 97321-2213

• 

  Washington Federal Bank

  400 108th Ave NE Bellevue, WA 98004-5562

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:01/21/2024

  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.

  On 1/15 /24 I deposit a regular check received from a customer total of $800 . Waiting 3 days after the deposit the funds were nor available I called the bank they informed me of an extended hold confused I took the check to the bank that issued the check they had confirmed that the check had cleared on there end so the hold is very unreasonable. As the check was good I called several times to deal with rude customer service. On my 3rd call I was very upset about everything at that time the bank teller decided to call the police in regards to a situation that had previously occurred 5 days prior sending the entire swat team to my house with out even telling me that they had contacted the authorities there was no indication that there was any active threat in the neighborhood I had heard the teller in the background with her colleagues laughing just before she hung up the phone minutes before the entire swat team arrived at my home home ordering us hands in the air into the pouring rain for 45 minutes my hired help was then pulled out of the house at gun point and subsequently quit working for me as the work conditions were unsafe he is wanting paid and my account is still on hold I have suffered great emotional distress and lost sleep as I am having night ***** about men and guns kicking in my door. Even worse these people are lying about the situation she even told 911 I was unwilling to call the police myself but also never informed me she was calling 911. Furthermore I live in a small outlaw community and the gossip around this situation has made it almost impossible to find more help around the farm.

  Business Response

  Date: 02/01/2024

  Please see attached.

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service 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.

  WAFD Bank website and support staff expertise is below par. The alert notification system on their website, to notify via text and email about transactions/activity on the account has stopped working since 18 months now. I have contacted their support group several times, worked with the local manager and even now the issue has not been resolved. I have been following up with them regularly and really frustrated with their service. Finally, they tell me to use their mobile app to get notifications. The upper management should take more interest in keeping their customers satisfied, else this 100 year old business will bite the dust soon.

  Business Response

  Date: 01/16/2024

  Please find response in attachment

  Customer Answer

  Date: 01/16/2024

   
  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:11/25/2023

  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.

  On 08/10/2023 my client engaged in a scam and ultimately was out $6,000.00. He not only reached out to his bank for support who have denied him any type of coverage. The bank failed to repay him his total loss. Even after acknowledging it was a scam, They simply decided they will assume no liability because he was tricked into sending money for an x amount of revolving line of credit. They denied his Initial dispute and also the one reopened. As they followed his direction to wire the money.

  Business Response

  Date: 11/27/2023

  We will be providing a detailed response directly to the customer.

• Initial Complaint

  Date:11/04/2023

  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.

  (The dates range from October 26 2023- current day as it is a pending issue)WaFD has suspended my checking account and refuses to un-suspend my account. I opened the account on October 26 and from the day I opened it I have not been able to spend the money on there. I activated my debit card and went through all the required steps. I was forced to deposit 25 dollars before my account was created since they have suspended it I have no access. I have called numerous times and they consistently tell me that they cannot fix the problem or say they will escalate it to a superior. Which they did not do. This has been an ongoing issue that they seem to be unwilling to resolve. All I want is my money back so I can delete my account and no longer be involved with a bank unprofessional as this one.

  Business Response

  Date: 11/06/2023

  We have provided an attached response letter.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My 89 year old mother died this year, january 12, 2023. I am her Son, with ALL legal documents on file with ********** including EIN, POA, her Notarized ****, her ** Govt official death certificate, and more all sent in January following her death. My mother had a 2022 IRS Federal Tax Return Refund electronically deposited into her "frozen/closed" checking account with WaFed (by IRS error vs a check sent directly to me-form 56, form **** irs.gov). THIS DEPOSIT WAS MADE 12 WEEKS AGO YESTERDAY for $2713.33. The Branch Manager in *************** confirmed the deposit as well as the **** For 12 WEEKS the Branch Manager has been emailing the LEGAL ********** of ********** asking for the deposit to be moved into my account. SHE HAS HAD NO RESPONSE FOR 12 WEEKS FROM HER OWN BANK LEGAL **********. Noone from WaFed will speak to me regarding this issue. WaFed Bank customer service line says only the ********************** Manager can fix the problem. They have MY Money for 12 weeks with NO REASON to be holding it, and WILL GIVE NO RESPONSE FROM THEIR LEGAL TEAM to their own Branch Manager in ***************. I have received No emails, No phone calls, No written letters, Nothing from WaFed. THEY HAVE NO RIGHT TO HOLD THIS MONEY which does not belong to them. My TAX accountant says this is ILLEGAL and ABSURD, and so does the **** THIS IS INSULTING to Me. This has been continuing for 12 WEEKS SINCE JULY 12, 2023 IRS ELECTRONIC DEPOSIT. No Replies to Me nor the Branch Manager as I grieve the Loss of my *********************************************************** I still have a basic checking account in great standing with this bank plus a Family Trust Account open with WaFed. The Wonderful Branch Manager has emailed her **************** several times according to her, and I have No Way of speaking directly to them. What are they doing holding these funds with NO COMMUNICATION WHATSOEVER? We are excellent clients of this bank for about 4 years and I do NOT deserve this despicable lack of service.

• Initial Complaint

  Date:09/08/2023

  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.

  On approximately august 22, 2023 I contacted Washington Federal bank regarding me placing a travel notice on my account. I was informed that my online banking had been frozen pending an investigation and my debit card was frozen but that since the travel notice was placed it would be accessible in **** *******. The card was not usable and upon calling again I was informed that I needed to contact another department to have a travel notice placed for a high risk area. again confirmed my identity and was placed. Over the course of 2 weeks I kept being told that they were not able to take care of the issue in their department and I needed to contact someone else. Eventually I got in contact with my local branch again and upon them contacting other departments for me I was told that they could not allow access to ******* due to a Federal Agency not allowing U.S. banks to operate in *******. I am currently here with dozens of other American volunteers who have access to their ************* visas and I have a second bank that allows access. Upon calling them and telling them that all my money to get home was in that account and that it is an emergency they said I should ask a family member for money. Nobody seems to have access and the information I have received has been blatantly false if not simply misleading. Upon calling on September 8, 2023 I was told that the investigation into my online access was complete and they would not permit me access to my online account to even transfer my funds to my bank that does work until I am back in *******.

  Business Response

  Date: 09/19/2023

  please find attached document.  We can not share private financial information and are working directly with the customer.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Without notice or ever any communication of frozen account and reverse of deposits and took my available balance with no information or reasons to why , I've never gotten any information as to why any of this has occured

• Initial Complaint

  Date:06/21/2023

  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 recently opened a checking account with WaFd because I previously had an account with them, but it was closed due to inactivity. I had no complaints before. They were great and easy to use. Also, I have swayed several of my friends to open accounts with them and they all are happy they did. So, after opening my new checking account, I went to set up my online banking account. I tried multiple different ways, and every time received an error message that either A. I am already enrolled, or B. Authentication failed. I first called on Wednesday, 6/14 to try and get some help with the issue. I was told that their online banking team would be receiving an email so they can resolve the issue and I would hear back from someone the next day. I never heard back from anyone, so I ended up calling about 4pm on 4/15 and was told that they had not gotten a response to the email and they would be sending another one, marked urgent. Also, again telling me that someone would contacting me tomorrow. Tomorrow, 4/16, I still havent heard from them by 4pm, so I call back. Again, the same story, havent heard anything. This time the gentleman told me that if I havent heard back by Tuesday, to call again. Tuesday comes, havent heard from anyone by 4pm, so I call again. Same story. This time, the lady says they usually have 72 hours to fix these issues, so something should be happening soon and she was going to look in to it and call me back either that evening or tomorrow morning, 4/21. That doesnt happen, so I call back at 3pm and am given the same story. This time, I asked to speak to a supervisor, and was told one would call me back. For some reason, I highly doubt that is going to happen. I get that people are busy and I am not the only customer with issues. But, to tell me repeatedly that the emails to online banking tech support are marked at urgent, but they havent responded in a weeks time now, and that they would call me back, but never do, is getting frustrating.

  Business Response

  Date: 06/22/2023

  Thank you for bringing this complaint to WAFD Banks attention. The complaint has been escalated to management to research and respond directly to the complainant. To protect financial privacy, the Bank will be unable to provide additional comments or response within the public forum.

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  May 2, 2023: I was referred to ********************************* at WaFD (Washington Federal Bank), ******************************************************. ***** Downtown, Branch 24. NMLS: *******. During the initial call we discussed the ***** product, the costs involved, and financial guidelines. If the loan stayed under $250k, I was led to believe fees would be limited to $700.WaFD required production of documents purported to be obtained by their digital tools. The error or issue has never been addressed by ****. This deficiency was pointed out to ******************** on at least three different occasions. Additionally WaFD demanded documents that do not exist. Further WaFD demanded explanations for credit pulls within the time 14 day time window to shop for mortgages. Explanations were provided multiple times in writing but never acknowledged. Between May 4 and May 16, 2023 the deficiencies of WaFD applications system were pointed out to ******************** not less than 3 separate times. At no point were the errors, issues or items addressed. On May 16, 2023 WaFD ultimately denied the loan due to the inability to add me to the title at closing - an issue I was assured prior to application could be addressed suitably at closing. ******************** also provided the following logic: "Currently your home (see snip below) has an interest rate of ***** and if you would have had the heloc at ***** combined would have been *****% with the heloc being interest only unless you made higher payments." Tthe ***** was used as bait to get a loan application and all the personal financial documents in an effort to switch it out to a Cash Our Re-Fi at a substantially higher cost and a higher interest rate on the total loan package.

  Business Response

  Date: 05/31/2023

  Thank you for bringing this complaint to WAFD Banks attention. The complaint has been escalated to management to research and respond directly to the complainant. To protect financial privacy, the Bank will be unable to provide additional comments or response within the public forum.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20095003
  
  I am rejecting this response because: This is merely a deferral of action to another slower or responsive branch of the organization. No actual response provided here addresses the issues or claims, but merely defers response.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/15/2023

  We are responding directly to ************, responding and providing his personal information is not allowed under federal regulations.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20095003
  
  I am rejecting this response because:

  The resolution here was not resolution  in the least.  ******** blame shifted data to the customer, but failed to actually any responsibility for their own actions, staff training or deficiency of process.  WaFD does not accept that they are accountable to any sort of standard or process and can merely defer everything to whim of process and blame the customer.   I'd call this poor service, but that's complimentary.  WaFD has offered and nothing to make amends or make things right.  This is apparently their modus operendi - Deny, blame, defer.  As a business, I could never do business with this sort of entity and will never refer anybody to ever work with them again and will actively go out of my way to make sure the substandard communication, knowledge, training, and performance are well known.

  Clearly WaFD does not value their customers, potential customers, or any party seeking to do business with them. 

  Sincerely,
  

  
  ***********************

• Initial Complaint

  Date:04/25/2023

  Type:Product 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.

  around Aug 5th I opened a bank account using a check I got by selling a piece of furniture for ******** at the same time I sold my house and wanted to put that money in new bank acct, the check I opened the bank acct with had insuffenct funds the bank manager *********************** NMLSR#****** put a block on me with chexSystems ************** I didnt know the check was going to bounce I was going to ad many thousands to the acct.I didnt know I had a block till wanted to open an international bank acct and on 3-20-2023 I was opening an acct with US Bank they told me about block . I called *********** and *************** accused me of fraud I have had a business here for *************************************************************** Fed ************** talked to a ******* he said blocks are only put on people that owe money to bank ,I paid my 10 fee same day they told me checked bounced .Turns out no one knows how or willing to take block off now talking to a ******* thats says its an inturnal problem may take long time to fix I need an international bank very soon going overseas need banking I have credit union they dont bank over seas running out of time leaving in may

  Business Response

  Date: 04/26/2023

  Thank you for bringing this complaint to WAFD Banks attention. The complaint has been escalated
  to management to research and respond directly to the complainant. To protect financial privacy,
  the Bank will be unable to provide additional comments or response within the public forum.

  Customer Answer

  Date: 04/26/2023

   
  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,
  
  *************************