Umpqua Bank
reviews and complaints

My adult sons put their names on my mother's account and used her debit card. She had advanced dementia - document well before this happened. She had no idea what they were doing until much later when my sister and I were able to get her away from them. We contacted Umpqua right away - my sister has a legitimate Power of Attorney filled out by someone from you La Grande branch when my mom still had her memory! My sister contacted your bank as soon as she realized that the grandson's had kidnapped our mother from the nursing home where she was recovering from injuries that she got in a wreck. Your bank is responsible for allowing these funds to removed from her account, including charges on her card for airline tickets that the airline will Not refund to us. These funds were insured, and we should be provided back the funds your bank allowed those boys and their spouses to take. Anyone that talked to Mildred Aleene Hayes for 2 minutes would know she didn't have a clue. I have complained before, But no one will help me get back our mom's money! For heaven's sake, she didn't even know their names or her birthdate? Since you are insured, please get the insurance to refund our mother's money. I have documents showing that they purchased a car with her funds, their utilities and groceries, as well as the plane tickets to Disney land for them! I've sent certified letters and gotten No response. Delynn Miller Guardian and Conservator

Hi,

I'm awaiting check clearance from Umpqua bank issued by my Uncle Mr ARIFULLA KHAN MD via check number [protected] [protected] 7129 dated August 13th 2018. It's been more than 50 days and my bank in India has not heard from Umpqua bank.
Kindly consider this on highest priority and help to release funds immediately. I'm attaching picture copy of the check for your reference.
Thanks in advance.

Thanks
Ibrahim Khan
Phone: +[protected] (India)

Not only has Umpqua expressed fault as me about an issue at their bank, but Umpqua wouldn't even let me access wires came into the account. I asked my finance manager to send 1 wire to check the account and he accidentally sent 3. Umpqua froze the account as if I had done something wrong. Umpqua didn't call or even care to hear from me. I found out by calling Umpqua. My finance manager apologized but I was like why. You mean I can't have 3 wires come into my account? The attitude I experienced at Umpqua is Umpqua will do whatever Umpqua pleases. Eventually my money had to be sent to me. Even a response to my letter was still Umpqua will do whatever. I responded with ONE MORE TIME THIS is the truth. Umpqua did me a favor by saying 13000 is too much money. I said good thing I didn't have 100000 put in you all may have had a heart attack. To this day not one apology and no recognition their procedures are disgusting. Umpqua even tried to impress upon me my clients need to note their wires to Umpqua satisfaction. I said oh now you are running other people's businesses right? I filed an FDIC complaint. Umpqua is wrong in it's actions to me as a person and account holder. So far I haven't lost any money due to their neglect, but it's time banks get fined heavily for treating people like lower class filth. How about the judge looks in on all of the facts Umpqua. Too sad when people are treated wrong there is not enough loss to go to court. I think court should be changed to principle of the matter as the most important reason then if there is financial loss. Umpqua and other banks may change their policies.

I filed a complaint of fraudulent activity on my bank card, claim number [protected]. Three items were listed as fraudulent. As it turns out, I mistakenly added the one transaction that was to Healthy Body Massage. That was in fact a legitimate charge that I meant to make. The other two, one for 75.97 to DSN-GYM-POST.COM, and another for 89.97 to WWW.MUSCLE-DSN.COM, were in fact fraudulent, and were charged without my knowledge or authorization. I was told by your bank that I had failed to read the small print on a previous transaction and didn't cancel some agreement I knew nothing about when I ordered a vitamin suplement from GNC earlier. I went to two different branches in an attempt to get help for these issues, and was treated with rudeness and disrespect. The lady at my home branch in Medford, OR kept rolling her eyes at me and acted like I was nothing but an inconvenience. She told me I would need to talk with the manager, and that she would be in the next day. I live in Grants Pass, but drove back the next day, a 45 minute drive, only to be told the manager was out yet again. I tried to get help a couple more times, and was told there was nothing that could be done. The bank gave me a tracking number for products that I was supposedly shipped, and was told that I would have to contact the companies directly for recourse, and to contact the bank again if I was unable to do so. I attempted to look up the tracking number I was given on the USPS web sight, and found that there was no such tracking number. I contacted the companies, which were in reality the same business. I told them that I never even received any product for the money they stold, and at the very least wanted to get something for my money. Iwas told that since I brought the bank's fraud department into the situation, they weren't going to help me. I asked for, and was supposedly given over to one of their managers, who told me the same thing. Evidently, they figure if the dispute is rejected, they are in the free and clear, and don't even have to give a product for the money taken. So I went back to the bank, yet again, and was told again, there was nothing they could do. Umpqua Bank likes to say that they will never treat its customers the way big banks do. How true. A big bank wouldn't have treated me as poorly as you people did, nor do I believe they would have actively ignored, and even participated in a fraudulent activity the way you did. I am carbon copying this corespondance to everyone on your board of directors, because I want them to know they can't just brush people off. I am a disabled American Veteran, and I refuse to take this lying down. If I don't get some help for this, QUICKLY, I will spend 500.00 of my VA disability pay to make as many copies of a letter I intend to draft to the general public, describing what you people allowed to happen to one of their disabled veterans, and the way in which I was treated. Don't bother threatening me with liable or any other such nonsense, as all I will be doing is telling the truth about how I was treated by your organization. I am unable to work, so have nothing but time to hand out letters on the streets and in businesses in Medford and Grants Pass. I am very upset by how you people have treated me, and by your complete lack of concern and rude customer service. Should you choose, I can be reached at [protected], or by e-mail at [protected]@gmail.com I hope you surprise me and show me some integrity and concern for what is right, and descent. The tellers in your employ should be ashamed of themselves, as should the manager who can't seem to bring herself to work each day. I hope to hrar from you before my next pay day. If I don't, part of that pay will go to making copies. In case you have failed to understand this, it is no longer about the money. It is about the principle. I hope you do the right thing.

Sincerely,
Eddie Martin
Account #[protected]

cc:
Cort L. O'Haver CEO
Bryan Timm Vice Chairman
Peggy Fowler Board Member
James Greene Member
Luis Machuca Member
Hilliard Terry III Member
Maria Pope Member
Susan Stevens Member
John Schults Member
Ronald L. Farnsworth Jr. Exec. VP/CFO
John Baker Senior VP
Les Bedford
Brad Bleything
Joel Brabdenburg
Mark Brody Senior VP
Richard Cabrera Executive VP
Kristee Chick Senior VP
Jonathen Dale Senior VP

To Whom it May Concern,

I have been banking with Umpqua for almost 10 years. (Formally Sterling costumer). I have always had nothing but positive experiences throughout my years of banking. I recently had an experience that has left me feeling torn between switching banks or continue using Umpqua. I hope you can help me remedy this situation.
Let me start with a little history that led up to my situation. I am paid a salary once a month which is directly deposited into my account the first of the month. I recently was out of town on a training, (8/28 – 9/1) when my deposit went into my account. After I was done with training, I checked my account on 9/1/17 to see if the fee for my motel had come through and noticed that my full check had not been deposited. I was unable to call the bank at that time due to it being after hours.
As soon as I was able I immediately contacted my local Umpqua branch (Tillamook 2405 3rd st.), Which was Tuesday 9/5 due to the holiday. I was told that she (do not remember the name of the person I spoke with) could see my direct deposits were the same and that this one was smaller. I told her that I had contacted my employer and they were working on the issue. She told me to not use my card, to keep the bank updated on the situation, and that the bank would work with me on this issue. I called again the next day and reported that I had spoken with my employer and they would be sending me a new check ASAP (did not get the name of the person I spoke to on that day either).
I again called my branch the day I received the check (9/6/17) from my employer and this time I spoke with Julie. She stated that she can see that I had deposited and would talk the branch manager and call me back. I did not receive a call back that day. I waited the next day for a return call and did not receive a call that day either.
I got off work early on Friday 9/8/17 and went to the branch to talk to someone there and see how it was going with working through my situation. I spoke to a teller, Rosalie, and she told me that she does see the deposit as well as several overdraft charges (7 charges) and gave me a print out of the transactions. I told her yes I was aware of that and that I had spoken to someone when the issue was first noticed. I told her I was instructed not to use my card and to keep in contact with the bank. Rosalie told me she would be right back that she would need to speak to her manager.
When she came back she informed me that there was nothing they could do but reverse one charge as a courtesy. At that time I left the bank very upset with how my situation was being handled. I returned to the bank approximately 5 minutes later and asked if I could please speak to the bank manager.
When I spoke with the manager I went over the complete story with her. She then proceeded to tell me that I had used my debit card after instructed not to. I explained to her that I had not and showed her that the reason some of those charges came through later was due to the holiday and some of my bills are paid directly out of my account. She then told me that “they” said I had over $900.00 come out of my account during that time. I explained to her that almost $600.00 of it was for a hotel stay I had to have due to a training I was at out of town. She then named a couple transitions that had went through my account and told me I had used my card. I pointed out to her that those charges were from a week previous but just went through due to the holiday. She then told me that there was nothing she could do but give back one overdraft fee as a courtesy.
I do not believe that I should have been shamed or be accused, in the manner I had been, by the manager. There were several comments made by the manager that started with “well you” “you did”. I was only doing as instructed from the beginning to keep in contact with the branch and that they would work with me. If this were not the case I should have been informed of that from the beginning, or during one of the multiple calls I had made to the branch.
I do not feel it was appropriate for me to have to defend myself like I had done something wrong. I was the one who contacted the branch due to this issue. I also did not appreciate the comment “well they said you had $900 dollars go through your account” which to me made me feel they were looking through my account and making judgment on me personally based on how much had went through my account in one week.
Thank you for taking time out of your busy schedule to review this matter. I would look forward to hearing from you.
I have placed two calls to the banks managers manager and submitted a complaint online. I have yet to hear back from anyone. I am looking to retrieve the bank overdraft charges.

Rose Barnes
[protected]@msn.com

Hi I enrolled in Paperless Activity with the Umpqua Bank in Gresham OR about 4 years ago and got paper mailed from them I moved to Tillamook area last year in May 2016 again no paper, yet I get Paperwork once or twice a month still get paper and am being charged 3.00! This has been brought to the Senior Advisor Debra Huffman at the Tillamook OR branch
I have given her the unwanted paperwork that I am being charged for to her on several occasions I am still getting paperwork/billing information that I requested to Be over E-Mail service I agreed to terms and conditions for NO Paper, I will proceed to the next level and/or seek another Banking
Company to do Business with this is Non Sense. I would Appreciate a Phone Call to Discuss this over the Tele.
Respectfully, James C. Clark [protected]

I asked a trusted family member to get $50 petty cash for a city business on January 20, 2017. I issued a check for that amount. When presented, the bank clerk messaged someone in the bank (I assume) and the result was they were unable to cash it because it wasn't made out to someone specific. The clerks at the windows went to school with the person I sent so I felt it wouldn't be a problem with identity, etc., And if someone was doing something illegal you wouldn't want to be known, right? The check was from a different bank, but we have accounts with Umpqua, also. I received no phone calls, but a member of the board (not on the account) was called and told of the incident and she in turn called and questioned me about the details she was told. I thought the privacy laws prohibited leaking information like that. When I called the bank manager she eventually called me back. She was rude, defensive and accusatory. Asking why I was making a big deal of $50, saying how could they be sure this person didn't have a stack of checks illegally, saying small towns with small businesses are being defrauded on a huge scale which I take as an implication of my honesty. I was having dinner with my husband at the time and he asked for food and she said who was talking. When I told her she said she would not speak to anyone else about bank business? She also demanded to know what the money was for, said she had every right to speak to someone not on the account, but on the board, told me I should have sent the person with the check to another bank and then again asked why I was making a big deal about $50. Rene is the most hateful person I have ever tried to deal with. I told her it wasn't about the $50, or them refusing the transaction it was about calling someone not on the account, and not calling me or another signer. The person called is a neighbor and friend to the clerks working the window and maybe Rene's friend, too. When I mentioned the people on the account weren't called she said why should she call me because I signed the check and that she had called another person who allegedly didn't answer so she was left to call someone outside the account parameters. I said it were any other bank, there would not have been calls made based on personal affiliations because of privacy concerns. I thought if there were concerns a courtesy call would be made to anyone listed, and since the transaction was declined it should have ended there. I have the right to question decisions made for or against at any time and I should not have to be exposed to derision, implications of fraud and embezzlement or be demeaned by bank reps. To end the call I asked the manager, Rene, for a number to call for customer service in order to get a straight answer about her ethics. She said she wasn't comfortable giving me that information and that she would take it up with my boss. So, if you are looking for a bank that provides privacy and any sort of common courtesy don't go to Umpqua, Washington Street, in Moscow, Idaho.

I called about a banking problem. It is not possible to call Umpqua bank without being asked to answer advertising questions. There is no opportunity to op out of the advertising questions.

The bank should not require customers to answer advertising questions when calling about a bank concern. I would like this policy to stop.

Phone call 1/24/2016
[protected]

I have a home loan from Umpqua Bank and in the contract i must provide zone x flood insurance in the amount of $74, 000. I have provided zone x insurance in the amount of $100, 000. Now they are requiring me to provide zone A insurance for $74, 000. This is not what the contract states and they agreed to. Fema did not change the zone and my house is still in the same place, zone x. The zone x insurance costs me $232.00 a year, zone a will cost me $800.00 and has less coverage. I have provided fema maps, satellite photos and even the zoning sheet they included in the original contract. No matter how many times I call, email, fax I get the same run around. My insurance company has tried as well and they also said they have seen this before and it is always Umpqua Bank doing it. I now have to pay $1500 to have my property served and an elevation certificate. I plan on suing the bank for all of my costs when it turns out in my favor, and it will. I am also going to let the country know by radio if possible and blogs like this. If you have had something similar to this happen to email me, I would love to hear it.

Large megabank, umpqua, refuses to issue a bank atm only, NON Visa type debit card. Call to their customer no service people did get their suggestion to set a limit on the visa transaction to say $1 or so, to limit risk. I strongly object to the bank not giving me the consumer a choice here. According to many sources, the visa debit card present an increased risk for fraud, since they do not use a pin number. The banks charge merchants more for their fees and therefore push these on the consumer. So far the suggestions have not been implemented and I have to follow up on this to be sure my account is as safe as I have been led to believe.

I think this sucks. There is an industry trend here to push these visa debit cards, yet some banks still offer the non-visa type cards. Careful reading of their fine print will reveal that the provions to combat fraud do not protect the consumer as effectively as they would have you believe.