Bank of the West - Corporate W Fountainhead Pkwy, Tempe

If you are going to get a home loan, this is the place to go. I worked with Sean, loan officer, he was outstanding. He got me a great rate, he stayed on top of the paper work. If he didn't answer the phone right away, he would call me back later that day or the first thing in the morning. He answered all my questions. He'd give me periodic updates throughout the entire loan process without me having to pester him. I was extremely impressed with his work ethic.

I applied for a mortgage with a few lenders including Mike Fink at Bank of The West. Mike reviewed my documents and said the loan was approved and was in processing. So I cancelled my application with the other lenders. Now just before closing Mike terminated the loan based on my income, which he had already promised me was approved. I dont have enough time to find another lender so Im going to lose the house I was buying and $10,000 earnest money all because Mike lied to win my business.

0 stars. This bank is truly the worst. They carry my lease loan and in all of my years of leasing cars, I have NEVER experienced a more inept bank as this one. They have taken my funds and not applied them to my loan. They have returned auto-payments to my bank thereby resulting in late payments and worse…dings on my credit. (This has happened 7 different times in 2 years). They say they’ll call me but they don’t. It takes forever to get resolution to these issues and I have spent more time trying to pay them and make sure that my account is in good standing than anyone should ever have to. DON’T get a loan here. It’s not worth the stress!! I am currently trying to get them to fix my account so that I can refinance elsewhere and end this nightmare.

Bank is a joke... I’ve never seen such poor service. Joe (the branch manager at the Camelback location In Scottsdale Arizona) won’t call me back. It’s been over two weeks since I gave him a POA for my elderly mother who is in the hospital with one leg. I told him it was a dire situation but it seems like it’s not dire to him. If you want one on one attention and appreciate your phone calls returned, I have had excellent service with Wells Fargo for over 10 years.

Horrible customer service, paid off a loan and waiting all month for the title.. also when you call you wait a long time to talk to anyone!!! Supervisor stated they only communicate via emails…. Really this is the very first company ever to say such nonsense like employees don’t talk through Teams, Zoom, and phones!

***UPDATE*** Took a month and 4 days to get my money back with no explanation as to why it took so long. I stand by my 1 star for this bank based off of their customer service and incredibly slow refund. Absolutely awful customer service and very slow to return funds. I overpaid an account accidentally and have called every week to get a status update on them returning my $700+ payment. They keep telling me they've escalated it and will have my money back in 2-3 days but it's been over a month to get that money back and I still don't have it. Then I have to wait every single week for over 45 minutes to talk to someone. This bank is terrible.

I just had the worst customer service experience of my life with this bank. I called the 800 number to speak to someone about how my payment was posted and I am still upset by how rude the service rep was hours later. We bought an rv and the dealership recommended we use them for the loan. Never been late with a payment and usually pay extra principal on the loan every month. Called to ask why my additional funds paid weren’t posted to the principal as specified and was treated like I was trying to steal from the bank. You would think I regularly miss payments the way I was treated. The customer service rep had barely disguised glee in his voice and absolutely knew he was being rude. I cannot recommend you deal with this bank. Please don’t.

0 stars. They bought my car lease. I try to contact them via phone, via chat, via e-mail. Via phone, it takes 30 minutes to talk to someone, then they say that that agent needs me to transfer me to someone else because they don't have access to my information, another 30 minutes, etc. Via chat, it comes up "no agents available". e-mail gets no response other than an automated reply. I've tried multiple times a day, multiple times a week and I can't find anyone to talk to me. All I get is form letters via regular mail that tell me I need to call a phone number...the one that then tells me that they don't have access to my information. Their CEO needs to be canned.

No stars. Very bad communication within this company. Thanks goodness I don't have my regular banking here only a loan. When calling the 800 # plan on waiting 1 hour.

I waited on hold for 2 hours for assistance with my current car loan. Finally got a representative, she took my account number and placed me on a “brief hold” and I got hung up on. Now I’m sitting on hold again ... just hit the 2 hour mark again and the hold music has stopped... 4 hours in one day already wasted. Maybe I won’t pay my bill and they’ll call me when they want their money. Seems to be the fastest way to get someone on the phone for assistance.