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I am writing to you about my recent involuntary account closing by your Clearlake Branch and my

difficulty communicating with Christina Rhodes and Stephanie Ashworth Clearlake Ca Branch Presidents that resulted in the initiation and the closing of my account and total lack of customer service and support. Rude, unprofessional, discourteous and pretentious

Stephanie Ashworth

Branch Manager AVP was dismissive, rude, and practically forced me out the door at Bank

closing time on Friday even refused to make an appt with me to discuss their Branches

decision to close my account. I feel this decision was retaliatory because of the help I was given and BOW OD fees reversed based on

the instructions that were followed by your BOW Call Center regarding a 10 day hold

placed on a deposit I had made that directly created the OD charges. When I received the Deposit

Hold letter I went into the Branch and spoke with Stephanie Ashworth and assured her I was

unaware of the Deposit Disclosure Hold placed on new accounts and the check was only $255. I

told her I was trying to establish credit worthiness and my account was very important to me

and to please give me a chance to prove that. She could have easily called to verify funds

had cleared and lifted the deposit hold but did not. She treated me with arrogance and

disrespect informing me I was considered a high risk and they could close my account. I

showed her that my account would never at ANY time been in a negative status if the Deposit

hold was or now had been released. She offered to reverse one BOW $3S fee. The direct phone line to the Clearlake Branch went unanswered. The reason I was given is that they were "slammed" and therefore couldn't answer, no answering machine or service, just rings and rings. Over the next

few weeks, and hours on the phone with your 800 number call center,I also had challenges communicating, long hold and wait times, repeated disconnects when transfer attempts made, untrained personnel. I made numerous calls,single points of contact are difficult to reach or unresponsive and calls answered and contacts would change every time I would call. This exacerbated problems and I was receiving inaccurate and incomplete information When I did get through, they were very

apologetic, even called the Branch" idiots", and followed the instructions on a BOW letter and advisory regarding my Deposit

Hold. Several BOW Call Center Supervisor�s reversed over $700 BOW OD NSF fees. The Merchant also charged

my account $245 to re-deposit these nine small transactions. These charges were not paid

because my account was closed by my local Branch without my consent and against my wishes.

I really appreciate the call center�s assistance and your Bank�s decision to reverse these

charges and sincerely regret not knowing about new account hold on deposits,in the Deposit Disclosure, but honestly

thought and read that $200 would be available at least in two days or I would have deposited

cash. I am completely dumbfounded and upset about my treatment and the way my account was

handled and the Clearlake Branch management decision to close my account. I requested a

review and investigation regarding their decision to close my account from a Regional

Manager and never received a letter or follow up call. Stephanie Ashworth informed me she

had already discussed this with her Regional Manager and my account would still be closed.On june 1 2018, I attempted to use my BOW debit card at the Clearlake Branch and I could not withdraw any cash or even get my acct balance. I called BOW call Center and spoke to Emia Travis and Michelle and she informed me that a hold had been placed on my account. She removed it and instructed me to go back to the ATM and my card would now work. I went back to ATM and still received error message. When I called back that Call Center was closed but I was told my account had a holdon it, placed by my Branch, and notated that I could only speak to my local Branch . My Social Security check had just been Direct Deposited so I could not access my funds all weekend to pay my rent or bills. I have spent hours on hold with BOW even on one call had to converse with a Manager while music played and I had to carry on conversation over a prerecorded message and was told by manager that he could not call me back and that BOW employee had not transferred call successfully I was told by call center my account was still open, but later received a call from Ms Rhodes June 10, informing me of the Branch's intent to close without my consent. She was smug and uncooperative, refusing to even listen or help me in any way to keep my account open or offer any guidance.

This total experience dealing with this Branch has been a nightmare and could have easily been avoided with a little

intervention and funds been verified with a single phone call from Ms. Ashworth weeks ago.

This has adversely affected my credit standing and i do not want an involuntary Bank closure

on my record from your BOW Clearlake Branch. I can fax, mail or send you all the names of

Call Center supervisors involved that assisted me, and can provide any documentation to

substantiate my claims and correspondence from BOW regarding Deposit hold. Please verify with Lauren Howell BOW Call Center Supervisor that reversed OD charges and offered to call my Branch on my behalf. I have always

managed my account wisely and made deposits to cover ALL my transactions. The Bank fees

reversed were all directly generated from this one Deposit Hold. I am respectfully

appealing and asking you to review and please re-instate my BOW account that I feel was

unjustly and wrongly closed by your Clearlake Ca Branch. I asked if it could be

transferred to Coddingtown or Healdsburg Branch and was told by Stephanie Ashworth and Ms Rhodes "No". I could

open another account myself. I am retired from the travel industry and managed an Avis RAC

location in the busy Orlando Intl Airport so have taken Dale Carnegie management courses and have

extensive Customer Service training. I thought Ms Ashworth�s and Christina Rhodes total lack of these skills and

their blatant rudeness and disrespect and dismissiveness towards me should be brought to

your attention. Thank you for your assistance and hopefully your help in re-instating my account and good credit

standing. Jan Carroll


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