Complaints

This profile includes complaints for Wintrust Financial Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wintrust Financial Corporation

  9700 W Higgins Rd Ste 850 Rosemont, IL 60018-4738

  
• 

  Wintrust Financial Corporation

  1101 Joliet St Dyer, IN 46311

• 

  Wintrust Bank - Delaware Place

  190 East Delaware Place Chicago, IL 60611

  
• 

  Barrington Bank & Trust

  201 S Hough St Barrington, IL 60010

  
• 

  State Bank of The Lakes

  440 Lake St Antioch, IL 60002

  

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:06/12/2025

  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 have been going back and forth with Claim Check and Wintrust regarding my claim for my roof from Hurricane *** 2 years ago. They want the home repaired although they will not endorse and send me the money from the **** settlement. I have spoken to more representatives there and at ***** Check than I care to. Rainy season has begun here in *******, I have 2 contractors on stand-by waiting to start the roof replacement. My attorney for the claim has sent them all of the documentation requested including their retaining letter and the settlement from ****. Both companies have been playing games with my home and with repalcing my roof. The check is for $45,000 and $15,000 of it goes to my attorney. So I am paying some out of pocket for the roof.

  

  Business Response

  Date: 06/30/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:05/13/2025

  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 entered a wrong password for my online banking. Instead of simply asking to reset my password it completely locks me out of my account and tells me to call a number. When calling the number it says to call back during business hours. There is no way to contact this bank afterhours. What kind of bank doesn't have a 24/7 customer service line? Like your bank and money isn't important. This is a MAJOR IINCONVENIENCE and this seems like a TERRIBLE BANK.

  

  Business Response

  Date: 05/29/2025

  Please see attached response. Thank you.

• Initial Complaint

  Date:04/08/2025

  Type:Billing 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.

  We were paid interest at a rate of *****% on a online ** that auto-renewed. The original terms of the ** were 11 months at *****%. They then auto-renewed the ** at 9 months at *****%. The *****% interest rate was in effect May 2024 through January 2025 The business has refused to retroactively credit the account for a reasonable interest rate.

  

  Business Response

  Date: 04/17/2025

  Please see the attached response. Thank you. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23175925
  
  I am rejecting this response because:
  
  The original CD was opened online and there was nothing indicating that it would renew into a 9 month CD. The first notification I received that it renewed at *****% was when I received an annual statement for the period ending 12/31/2024.  
  
  Auto renewing this CD at a rate of *****% when the interest on comparable CDs were 4.5% or more.  How is that fair or reasonable?Had we been notified that you were going to be paid an interest rate of *****%, we would obviously not renewed because we could have earned 4.85%. This is an awful way to treat your customers in addition to being completely unfair.

  We are requesting to be paid back interest in the amount of $500 which represents a reasonable interest payment based on interest rates that were in effect at the time of renewal.

  I believe what you are indicating is if we had called, we would have gotten 4.85%.  But since we did not call the bank is justified in paying a minuscule *****%.  Is that fair or reasonable?

  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 04/25/2025

  Please see attached response, and accompanying documents. Thank you. 

  Customer Answer

  Date: 04/25/2025

   
  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:04/01/2025

  Type:Customer Service 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.

  ****** ****** agent with ****************** rushed to set up commercial insurance on time. But it overlapped by 5 days into October. I was notified by prior insurance company that payment was due. This caused me to pay double insurance. 10/22/2024 I emailed ****** to cancel ******************* ****** *******************************Tailored) emailed Cancellation Request form on 10/22/2024 which I completed/returned form same day to cancel insurance. 10/27/2024 CoverWhale emailed return label to return ELD cameras back to them. Cameras returned 1st week of November 2024. Received bill due 11/3/2024 from *************** Funding and brought this to ****** attention. ****** replied to ignore invoices. This is where *************** Funding comes in. 11/8/2024 I spoke with ** ******(First Financial Funding) he knew nothing about the cancellation and will look into it. Later ** called me and from his reviews saying we did not owe any money it balanced out to zero and will get full credit from CoverWhale. I asked about return of deposit. ** said First Financial Funding did not receive deposit from Tailored. Tailored will need to refund deposit. 11/14/2024 ****** emailed saying no payments are needed because invoices are automated and is no threat to GID. 11/27/2024 ****** emailed Cancellation Notice and verified policy cancelled on 10/22/2024, will take ***** days to receive refund. 12/20/2024 ** emailed full account history report. When ** and I talked he still did not mention anything about owing any money. I received invoice dated 1/16/2025 a past due of $3,255.24 due on 2/3/2025 for a policy that was canceled months ago. ** called on 2/18/2025 saying this is a loan, late fees and finance charges are due and insurance turns into a loan when you cancel it. This is not found in their docs when a customer cancels vs when insurance company cancels customer for non-payment. ** ****** sent threatening email on 3/4/2025 balance of $1,281.40 is due or it will go to collections.

  

  Business Response

  Date: 04/07/2025

  Please see attached response, and accompanying documents. Thank you.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23148689
  
  I am rejecting this response because: The agent messed up overlapping the 2 insurance companies in the beginning which cost *** over $4000 to pay the other insurance company. Which was not the plan to pay for 2 insurance monthly payments. This was reason for cancellation on the *** side. The agent to rush *** to get this done to prevent the overlap. I have never experienced overlap of insurance. If it was going to be a problem then it should have waited. It does not take over $8000+ to set up insurance to cost 19 days. It does not say anywhere that this deposit was non refundable and why would I get emails saying that I would get a refund maybe minus the 19 days? Plus I was told not to pay anything from both sides being *************** Funding and ************************ to not pay. Now you want money from me at the same time of not getting any deposit back. Now I am being threatened collections, late fees, etc.... when being told not to pay anything.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/15/2025

  see attachment 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23148689
  
  I am rejecting this response because: I still want my deposit and it is ok to deduct the 19 days of service from the $6,690.97. That deduction would be $2, ****** for those 19 days. A check for the remaining balance of $4,440.97 is still owed back to GID Transport. I was told back in October 2024 to wait ***** days for my deposit minus the 19 days of service.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/17/2025

  Please see attached response. Thanks.

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  When I started my account with ********************** you had to get direct deposit and enroll in online banking. I completed every step. I call **************** at ********************** about the online banking was not working to step into the branch to get it done. I spoke with ****** ******** Relationship Banker her email address is ******************************************** Ms ******** offices number is ************. She assist me with the online and she assure me that I will receive my 300 bonus money for opening the account. ******************* wanted me to go on ****** to let everybody know that she is a one of the best banker. She ask me to make sure to do this for her. Latter on she had a Lady name ***** from the bank to assure me that I will receive my 300 dollar bonus money on March ******* please do not keep calling about the money it will be deposited in your account. I called ***** on March ******* to let her know that I still did not have the bonus 300 dollar and she again stated to give it some time. ***** number is ************. They was just leading me on I could not believe the big Wintrusrt and ************** with not honor their bonus for new clients. It is not fair that you have employee who want you to go on ***** and ****** to give them a nice review when they are actual using you to glorify themself . Please deposit my bonus pay Thank you

  

  Business Response

  Date: 04/09/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service 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 was furloughed from work for a period of time. I immediately contacted Wintrust mortage to let them know and to look into assistance through them. The website and mail seemed to indicate that was the appropriate next step. I was denied assistance based on not having submitted all documentation needed, despite not being asked for documentation AND one day after receiving a letter saying that my application for assistance was complete and nothing further was needed from me. I was then given a point of contact however, 100% of the times I attempted to reach that person, I was redirected into a phone tree that will not allow me to speak to a representative. I was forced into further hardship in order to make the monthly payments, which I have. (never 30 days late). Today, I get a letter saying that I am in default on the March payment and that additionally, I have $138 in late fees, I am back to work now however, trying to recover financially. Wintrust not only was unhelpful, they were neglectful in assisting me when requesting it. I feel like they misrepresented how they do ************** I again tried to speak with someone about this and after multiple attempts did connect in a "chat service" to which I was told a representative would call me. This never occurred. I am beyond disappointed and feel they have not provided appropriate service and assistance to a customer who has been trying to do the right thing.

  

  Business Response

  Date: 04/21/2025

  Please see attached response and enclosures. Thank you. 

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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 company is unreachable. I need to speak with an agent about pertinent issues regarding my mortgage loan. When calling they do not offer the chance to speak to an agent. You only speak to a automated system. Ive been on the phone for over an hour trying to reach an agent to no avail. This is so difficult. Other mortgage companies have people ready to help.

  

  Business Response

  Date: 03/24/2025

  Dear Panuvat Nanakornpanom:

  We received your concerns submitted by the Better Business Bureau (BBB) on March 12, 2025, and we are sharing  with you what we found after an investigation into your concerns.

  Authentication Restriction

  In your correspondence, you stated that you were experiencing difficulties navigating the *** system to reach a live agent to discuss your mortgage concerns. You have requested a call back from customer service to address these issues. We apologize for any inconvenience this may have caused. 

  After reviewing your account, we found that the loan account originated on August 14, 2023, and the loan servicing was transferred to Wintrust Mortgage as of September 5, 2023. A Welcome Letter dated September 13, 2023, was  sent via mail to the address on file. The letter provided instructions to register online via the website and listed the contact information on file along with a request to review and/or update the information via your online account. Please ensure when contacting us that you are calling from a phone number listed on the account. 

  Further review determined between the dates of February 2024 to December 11, 2024, you called in and discussed the loan account with agents. During the most recent call, also dated March 12, 2025, you discussed the account with a customer service agent and expressed concerns regarding the results of the most recent Escrow Analysis.

  Further review determined on March 12, 2025, you called in to inquire about a recent increase in the mortgage payment and expressed your concerns that there was an increase in escrow without proper notification. You were informed of the details of the most recent escrow analysis dated January 14, 2025, and of the increase in the annual amount due for
  property taxes. You informed us of payments already made, and it was confirmed that the funds previously received on March 4, 2025 and March 11, 2025, could be applied towards the escrow shortage of $3,275.02. Per your request an
  additional escrow payment was scheduled towards the remaining balance of the shortage. Lastly you were provided with the amount of the new monthly payment and confirmed that you had no further questions.

  That same day, funds in the amount of $3,002.10 were received via the payment processing system and were applied to the account as an escrow deposit. As such, per the details of the Escrow Statement, the monthly payment was automatically adjusted from $8,645.59 to $8,372.67, due to the escrow shortage being paid in full.  As of the date of this letter, the account is current and next due for April 1, 2025, in the amount of $8,372.67.

  On March 20, 2025, we called you to follow up regarding your mortgage concerns. You expressed your concerns
  regarding the process and amount of time required to reach a live agent and confirmed that all of your concerns had previously been addressed by a customer service agent. We apologized for any inconvenience you may have
  experienced and you confirmed that you had no further questions.

  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:

  - Escrow Statement
  - Unapplied Funds Letter
  - Transaction History

  We understand that the level of service we provided via the Interactive Voice Response (***) system did not meet your expectations. We view your feedback as an opportunity to evaluate and improve the service we provide to all customers.

  If you have any questions, please contact our *************************** at ************ or via mail at *************************************************  Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT).  Visit us on the web at **************************************** for more information.

  Sincerely,

  **** *****
  Customer Relations Specialist ********************** Mortgage
  PO Box 619098
  ****************-9741

  Phone: ************
  E-mail: ********************************************************************************

  Enclosures 3
  By U.S. Standard Mail and E-mail *******************************
  
  

• Initial Complaint

  Date:02/15/2025

  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 bank Wintrust will not allow me to withdraw the amount of money I require to pay a bill. I have 247 thousand dollars in a savings account at this bank; every month they delay this bill is larger. This was not the agreement when I open the savings account. I called the bank in ******* and spoke to "****" on the phone who assured me the bank would contact me. This never happened!This is so simple and has been dragging on for over 2-months: I simply want to withdraw a small fraction of my savings. Why can I NOT do this? Please help, please

  

  Business Response

  Date: 02/27/2025

  Please see the attached response. Thank you. 

• Initial Complaint

  Date:02/14/2025

  Type:Product 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 call and cancel my policy on 8/28/2024 due to having health issues and no longer want the policy. The customer service agent on the phone confirmed it will be cancel as of today and also informed me to contact my insurance agency, ********************************** *** as **************************************************** for the cancellation process. I called Golden Land and spoke with agent Barra at ************ and he also confirmed the policy will be cancelled as requested. I waited 30 days for my deposit reimbursement for the cancel policy but was informed no refund will be given. My policy was in effect 6/01/2024 to 6/01/2025. My deposit to start the policy was $4314.50 and a monthly payment of $1536.05 to start in July. I made July and August payment of $1536.05 as agreed. There's no clause in the contract states that no refund of deposit will be given if policy is cancelled by customer within a reasonable period. I requested a deposit refund and it was denied. To be fair, I even asked to prorated the refund deposit amount and it was rejected.

  

  Business Response

  Date: 02/27/2025

  Please see attached response. Thank you. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22943866
  
  I am rejecting this response because:
  

  They failed to go based on my cancellation date of 8/28/2024 when I requested to cancelled the policy. I'm being penalized by them taking their time to process my request. I should not be charged for late fees, collection fees, *** fee, and other fees as indicated because policy was already cancelled. In fact, had they processed my request based on 8/28/2024, I should receive my prorated deposit for the policy. I made July and August payments, so therefore, I was never late.

  To resolve this issue and be fair, I would like them to recalculate my initial deposit, because I just started the policy and I was never late on my payment. 

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/04/2025

  Please see attached. Thank you.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22943866
  
  I am rejecting this response because:

  company did not take into consideration my cancellation request date of 8/28/2024 and instead used 9/30/2024, and therefore, charged me an addition month of premium. I'm not responsible for their lack of internal process in taking their time to process my request. Also, Under Premium Finance Agreement line 7(3), any unearned financed charge is refunded. This figured is for the full term and it should be prorated.

  To settle this account, I'm requesting company for reimbursement of one month premium of *******. Thank you. 

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/11/2025

  Type:Order 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.

  My mortgage was acquired by Wintrust Mortgage and I was told that my direct deposit would continue. Two months later I found out that the direct deposit had not carried over and I was two months delayed on my mortgage payment. Not only was this a huge headache to figure out, but the bank was completely lax in communicating that the direct deposit was not going through. If I had not independently followed up I would have been in default under my loan for no other reason than the poor communication and business practices by Wintrust Mortgage. Overall a terrible experience.

  

  Business Response

  Date: 03/04/2025

  Attached.