I switched over to Umpqua Bank after having repeatedly been let down by Wells Fargo. I found that at Umpqua, I get a lot more personalized service. The few times I have had an issue, I have been able to get through to a human and get the problem resolved pretty quickly, instead of wading through an endless phone tree morass that you encounter with a bigger institution.
Bank "upgraded" its online program causing my computer to crash everytime I logged on. Bank suggested I disable my virus protection while using online banking!!!! Spent countless hours switching to their business banking platform only to run into problem after problem after problem. I have wasted dozens of hours trying to cope with this bank's choice to buy a terrible bill pay system. "World's Greatest Bank"? More last "World's Greatest Banking Nightmare".
A couple of years ago, my local bank switched to Umpqua (due to a buyout, I assume). At the time I was skeptical, but this bank has won me over. My bowling league, of which I am the secretary, has had an account with Umpqua and its predecessor for decades. Every year we deposit thousands of dollars over the course of 9 months, then withdraw nearly all of it for prize money at the end of the season. Since my mother is the treasurer, we go to the bank together and get the money. The thing is, we are VERY annoying customers because each of the 16 teams needs a unique breakout of prize money (x number of twenties, tens, fives, and ones) so it is a huge time expense for one of the tellers to put together my little packet of dollar bills. I have never, and I mean NEVER, seen the slightest hint that the tellers get annoyed with this process (and believe me, I watch facial expressions, body language, hand signals, etc.). On top of all that, we regularly switch league officers which means we have to go through a whole process of changing signature cards every couple of years. Umpqua take care of us with no fees and no hassles. I truly love this bank.
My bowling league, of which I am secretary, uses Umpqua for its checking account. When I first became secretary, we got all the relevant paperwork done with no issues. This past year, we needed to add our Vice President to the account. We headed to the branch expecting another easy transaction, but due to all the new government regulations, we had plenty of issues arise with our account. Tons of new paperwork had to be filled out. The personnel at the bank walked me through everything. They did not get annoyed even though it took us at least three different appointments to finish everything up. They were patient and helpful, even calling me by name when I entered the branch. The tellers handle all of my deposits with minimal questions and plenty of smiles. I am very happy with the whole experience.
We had our first and second mortgage with Umpqua. The second was set up as a line of credit. Although the line of credit was partially used it constantly was having bank charges on it that could not be explained to me. Additionally there is a yearly charge for the account whether you have a balance on it or not, really the interest isn't enough you are adding additional charges? We have finally refinanced with another bank to remove ourself from this nonsense. Although we paid closing costs through our new bank when we went in to make sure every thing was closed properly at Umpqua they are charging us over $100 to close the line of credit account which has had a zero balance on it for over a year. Wow look out for additional unexpected costs on the line of credit. Original loan was supposed to be set up with auto payment for reduced interest rate, that never got fixed correctly and oh so many other issues....If there was something lower than 1 star I would pick that.
I went in to make a deposit for the first time since the branch merged with Sterling. This was also my first time in this actual branch, as I used to not have access in my actual neighborhood, which is really nice. The staff was warm and friendly. There was still some adjustment to the merger, and the employee that handled my transaction had to do seemingly and inefficient amount of work in order to make a pretty simple deposit, but they were very kind and took the opportunity to try to get to know me as a customer. It was a positive experience, but I do hope they iron out their merger issues sooner than later. I'm really pleased they've kept the same emphasis on customer service.
Umpqua Bank is the most accessible, communicative, helpful bank I have ever dealt with. I live in a small town with two banks, neither one of which is Umpqua, so I must drive 30 miles to use them and I still feel it is worth it. The tellers are friendly, helpful and understanding. Dealing with them is a joy, and this is true of all the branches I have dealt with and I must say I have been in at least 25 different branches. On the few occasions I have had a problem, the response time is amazing. These guys truly understand their job and take seriously the fact that this is YOUR money they are dealing with and that it is important to you. I have thought about switching to a local bank for the convenience, but each time I hear some horror story about lost deposits or poor customer service I just smile to myself, get in my car and drive to Umpqua Bank!