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

  
• 

  First National Bank of Illinois

  3256 Ridge Rd Lansing, IL 60438

  
• 

  Lake Forest Bank & Trust

  727 N. Bank Ln. Lake Forest, IL 60045

  
• 

  Wintrust Private Trust Company, N.A.

  231 S La Salle St Ste 100S Chicago, IL 60604

  
• 

  McHenry Bank & Trust

  2205 N Richmond Rd Mchenry, IL 60051

  

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:01/03/2025

  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.

  Send your complaint to the company for a response; or Wintrust Mortage sold my loan #**** to Mr. ****** in December 2024 but, I did a refinance with ***** home loan in an attempt to move away from the incompetence I had experienced at Wintrust/****** in December 2024. During the transfer Wintrust/****** had illegally pulled out $1058.32 and sent it to ******** for a ************** escrow that I did not authorize. With all the confusion that Wintrust has created my loan payoff to ***** was put on hold for over 22 days, and Wintrust preceded to charge me $40.00 per day in interest fees due to their error with the unauthorized escrow account. I am also currently out the $1058.32 due to my ******** agent not having any record of the funds being paid to them from Wintrust which to me constitutes ******** Loan transfer should have cleared on 12/10/2024 but the payment to ***** for almost $200,000.00 still has not cleared due to the error made at Wintrust mortgage

  

  Business Response

  Date: 01/24/2025

  Please see attached document. Thank you.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22757038
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** **********

  I changed insurance companies from State farm to ******** in September 2024 and this information was sent to Wintrust Morgage at that time and was the policy was paid in full for the full year, If Wintrust did not give ****** the updated policy to at the time of transfer the error was on their behalf and not due to anything we did. I paid the additional $1058.32 to ****** to finalize the loan transfer that was held up for 5 weeks on 12/31/2024 due to your mistakes, and ********** with the help of the title company we finally found someone that was willing to help resolve this ongoing issue. Now you did send a reimbursement for the $1058.32 but you cancelled the payment to ******** and now we have insufficient fund fees due to the mess you have caused us. Return the $25.00 fee from your numerous errors and I can finally move on from Wintrust/******, your letter states this move to ****** was to enhance the customer service response and I can tell you firsthand, calling your customer service team and waiting on hold for up to an hour and then explaining everything each time we had to call but only to be told they are not authorize to make the required changes is not a positive move to enhance customer relations.

  

  Business Response

  Date: 02/13/2025

  Please see attached response. Thank you.

  Customer Answer

  Date: 03/04/2025

  Complaint: 22757038
  
  I am rejecting this response because: This Wintrust/****** nightmare started almost seven weeks ago. After Wintrust transferred our loan back to ****** a second time and after lying to us that they would hold the loan and keep it inhouse, The mortgage company proceeded to charge escrow for a home insurance policy that I had paid in full in September 2024 for the full year.
  This escrow was NEVER authorized but they decided to send $1058.32 to Allstate insurance.
  Wintrust errors not only held up our loan transfer for weeks, but now ******** has a charge for a returned check fee of $25.00. Wintrust has also sent us a check for $1058.32 for this escrow error but they have also placed a stop payment on the check #********** for $1058.32 dated 1/7/2025. Now for a third time Wintrust has sent a check #******** for $1058.32 dated 1/23/2025.
  This check was deposited in our account on 1/30/2025 and we are waiting to see if they have placed a stop payment on this check.
  Never in our lives have we seen so much incompetence from any of the many Banks and Mortgage companies we have dealt with over the years and I am hoping that some of the State and **************** that  I have reported them to take action in order to prevent this from happening again with some unfortunate new homeowners. I am so glad we are all done with Wintrust/****** and in the next few months, I will close out any Bank accounts we still have with Wintrust/*************. I have previously had three separate mortgages with Wintrust but their decision  to partner with ****** will cost them in lost customer satisfaction and revenue. 
  In the past six weeks Wintrust tried to make this partilty our fault for not waiting for the returned check from ******** and holding up this transfer even longer, Wintrust has lied to us and the ************* as well as ********** and delayed this rather than resolving the issue.
  Thank you again BBB.
  
  Sincerely,
  
  ************************;

• Initial Complaint

  Date:12/27/2024

  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 have been getting harassed by the bank and they are setting random security questions I know I never set. They are also not helping me access the money and not helping me find a plan. I have been contacting the bank for the last 4 weeks and tellers are never there or never responding.

  

  Business Response

  Date: 01/13/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:12/17/2024

  Type:Delivery 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 provided all the information in order to transfer funds. Wintrust makes it impossible to do this.

  

  Business Response

  Date: 01/06/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:11/25/2024

  Type:Product 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.

  I am due refunds due to policies that I cancelled with Acrisure, formerly **************************. I was notified by *********************** that a check for $3,716.85 was issued to The ********************** or ************************ on 10/07/2024. I have called my former agent on several occasions, and sent multiple e-mails to the agent, and three other employees. I have not received a return call, or any replies to my emails.  

  

  Business Response

  Date: 12/12/2024

  see attachments

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  ******* *****

   

  My complaint was not with *************** Funding it was regarding Acrisure who has my refund.

• Initial Complaint

  Date:11/21/2024

  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.

  First insurance funding is allowing agents that dont exist to defraud truck owners out of thousands of dollars. I called to find out information about my agent because I tried to get commercial insurance. This has been a frustrating process I had to get rid of my business and shut down because every time I call Geico they never know anything neither does coverwhale. I was told by first insurance funding that the agent gets the money from the loan then when asked for the agent name the said the gave the money to Coverwhale. The agent that that is on the policy is *** *********** but I called the commissioner and licensing department and she doesnt show up. How can I have an insurance policy with an insurance agent that doesnt exist. I have called countless amounts of time no one knows who she is. When things need to be done for my business it cant get done because I have to contact my agent including cancellation. I have attempted to cancel my policy countless times mad they say my agent has to cancel and continue to charge me. They is never a answer always I will look into it all together I have lost over $7000.00 trying to do the right thing and run my business. I could not send a driver out not knowing if Im truly cover. This is a rough business as it is but its hard when people come and take you money give you a policy the look athletic and when you go to file a claim your agent disappears. They have succeeded to take 4200 out my account I would like to get a full refund and a full explanation of *** granbrouche and the person or agent who received the money. Because the agent got the money. Who received the money coverwhale Geico whatever who received the money from first insurance funding. Every time you call Geico coverwhale first insurance funding they always say I will look into it and never get back to you. It is very frustrating and they need to be look into for fraud. I cancelled and the are still sending bills.

  

  Business Response

  Date: 12/11/2024

  Attached please find FIRST Insurance Fundings Response related to your case number ********.

   

  Should you have any further inquiries please contact me directly.

   

  Thank you,

   

  	******** ***** Senior Assistant General Counsel, Vice President
  	************ *************************************************************************************************************************************************************************************** LinkedIn:Follow FIRST

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22586708
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Jackson 

  Response rejected i can't back of a policy that never existed. They are trying to disregard the fact that they are using ghost agents. If I have a problem I should be able to get in contact with my agent even if it is days later. Do you mean to tell me. So I am supposed to pay for a policy and if my truck get in a accident how do I reach my agent. You claim the agent has ******* is my agent and agency. They can't provide this information who give out loan without know who gets the money. 

  

  Business Response

  Date: 01/07/2025

  Please see attached response. Thank you.
   
  ******** *****
  Senior Assistant General Counsel, Vice President
  ************

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22586708
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22586708
  
  I am rejecting this response because:
  This is a scam I am warning others Ruebens law states I can cancel and get a refund for insurance not used. They are scamming and I will see them in court. They keep sending me bills and I have new insurance agent ********** I am not paying any more money to them. I have not gotten my return premium. They just want to put truckers out of business and use policy to lock you into their scam and scare you into paying them. It frustrating and unethical. I appreciate the help but I want other trucking companies to know so they don't fall into this trap. Don't use first insurance funding check out the agent information before getting policy. It is a requirement by law that the company do there research as a company to make sure that they are not selling loans to scammers or ghost brokers. They can be held accountable for not doing so. They keep sending me bills I am not paying any dime. Where is my refund I never used the insurance and you guys have almost put me in debt. As you did others the same way. Look on *******. How insurance fraud can destroy your trucking company. Ruebens law. Don't get scammed.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/06/2024

  Type:Product 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.

  I filed a dispute with my bank for an amount that was taken out that I never received. ****** was the person taking care of it. To find out she didn't submit the correct paperwork even after I sent it. She never got back to me. When I finally called to find out where my money was. I was told it was denied. It was denied because ****** didn't do her job and file the paperwork that I sent her on 10/22/24. I was asked about a letter of the denial. When I spoke to the managers, I never mentioned any letter. No one listens in this call center that the bank has. I spoke with the bank, and they like to sweep things under the rug.I am now out $522.75 until they figure out what is going on again. I have waited long enough for my money.

  

  Business Response

  Date: 11/25/2024

  Please see the attached letter. Thank you.

  Customer Answer

  Date: 11/26/2024

   
  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:08/22/2024

  Type:Product 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.

  My sister and I submitted a request for records for a probate estate matter. Bank refuses to provide the documents. Phone calls made to bank at the end of April 2024. May 9th request made to speak with a manager. Voicemail left for ************** She did not respond. Phone call May 15th told ************** would call. She did not call. Placed call later that day for ************** She was on the phone and would call after she finished. No return call. May 16th call made and finally received the process to make a formal request. Mailed information to the bank, tracking shows it was received by the bank. July 15 called the bank due to lack response from them. Bank can not find the request. ************ will states she will call me back. No call received. July 19th phone call to bank. **** S on the phone will call back. No call back received. Over a month later of waiting, mailed a second records request on Aug 16th and tracking shows delivery attempt made on Aug 17th. Bank does not call. August 22nd called the bank to speak to a manager. *********** says no one is answering the bank phone. The person trying to reach the bank states they will email the managers. They also provide the fax number for my lawyer. My complaint is that the information the bank needed was provided yet they still refuse to be provide the information and/or follow up on the request. We needed these documents for the estate months ago. They are vital. Now we have wasted almost 4 months. All we want are the records we requested.

  

  Business Response

  Date: 09/12/2024

  Dear *****************************,
  
  We received your correspondence from the Better Business Bureau on August 22, 2024, regarding your experience communicating with us about an estate matter.
  First, we are sorry to hear of the loss of your family member and we apologize for the difficulty that you experienced communicating with us about this matter. Unfortunately, our records do not reflect that you are an executor of the family members estate,nor do we have a small estate affidavit on file naming you as an heir. As a result, we are not able to release information to you regarding whether your family member maintained an account with us. 
  
  We appreciate the opportunity to review and respond to your concerns. 

  Customer Answer

  Date: 09/13/2024

   
  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:08/22/2024

  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.

  My sister and I submitted a request for records for a probate estate matter. The bank refuses to provide these documents. Phone calls and inquiries began at the end of April 2024. May 9th requested to speak with a manager. Left a voicemail for ************** No response. Called May 15th told /************** was in route from another branch and would call. No call. Call placed later that day for ************** Told she was on the phone and would call afterward. No call. Called May 16th and request process provided by ****. We sent information to the bank, tracking shows it was received and signed for on May 28th. July 15 called because bank had not responded. Bank states they can not find the request. ************ will call me back. No call. Called July 19th **** S on the phone will call back. No call. Aug 16, mailed the records request a 2nd time. 8/22 called to speak to a manager, no one is answering the phone. The person trying to reach the bank states they will email the managers. They also provide the fax number for my lawyer. My complaint is that the information the bank needed was provided yet they still refuse to be forthcoming with the information and/or follow up on the request. No one is taking ownership to do what needs to be done and we need these documents for the estate months ago. They are vital. Now we have wasted almost 4 months and it occurs to me that perhaps the bank has no intention of fulfilling the request and are illegally withholding this information for some reason. All we want are the records we requested.

  

  Business Response

  Date: 09/12/2024

  Dear *****************************,
  
  We received your correspondence from the Better Business Bureau on August 22, 2024, regarding your experience communicating with us about an estate matter.
  First, we are sorry to hear of the loss of your family member and we apologize for the difficulty that you experienced communicating with us about this matter. Unfortunately, our records do not reflect that you are an executor of the family members estate, nor do we have a small estate affidavit on file naming you as an heir. As a result, we are not able to release information to you regarding whether your family member maintained an account with us. 
  
  We appreciate the opportunity to review and respond to your concerns. 

• Initial Complaint

  Date:08/20/2024

  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 completed a Zelle payment under false pretenses. I was messaging with someone I know on ******** from my hometown and was purchasing tickets from her. Upon receiving my payment, she blocked me and did not complete her end of the transaction (the ticket transfer). I reached out to her family members to try and resolve the issue on my own and they notified me that her account was hacked recently and she did not have access to the messages. It is my understanding that I was messaging with someone else, the person who hacked her. I called Zelle and my personal bank immediately to notify them of the situation. They have offered no assistance and their investigation did not result in me being refunded the money I lost. This was not an authorized bank transfer because it was completed under false pretenses to someone who was pretending to be someone else. My bank should be protecting me in this scenario and they have not helped me. ***** offer fraud protection for unauthorized transactions, but not for authorized ones, and banks consider being scammed an authorized transaction because *I* willingly handed over the money. That is not correct. I started researching The Consumer Financial ******************* and a federal law called The Electronic Funds Transfer Act, and the part called Regulation E (covers unauthorized transactions and explains in detail all that's included). The way the **** sees it, if someone induced, or tricked you into transferring money, even if you agreed to it, your bank has to reimburse you. It considers money transfers made under false pretenses, i.e a scam, to be an "unauthorized transaction". I contacted my bank and informed them of this. After a few back and forths, run-arounds, and being assigned a case manager, they still refused to refund my money.

  Customer Answer

  Date: 08/21/2024

  Please see attached for investigation documentation. 

  

  Business Response

  Date: 09/11/2024

  Please see the attached response. Thank you. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22169449
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:07/30/2024

  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 was contacted by the bank on July 16, 2024 about an charge showing made and they wanted to confirm it was a charge I made. (I believe in the amount of $2,300) I advised I did not make that charge. The representative advised me she was going to file a fraud case and attempt to escalate the issue as it was such a high amount. On July 17, 2024 two additional charges were made (in the amount of $2,500 and $1,500) all amounts taken by Crypto.com. Therefore I contacted the bank and advised them of the additional charges made and an additional fraud case was filed. I did not make any of these charges. First, the bank **** advised me it would be escalated and credited back to my account in a few days. I let the week go by and contacted again, I spoke with Branch manager "******," and she was extremely rude. When I attempted to speak to her about the situation, she advised me she did not know the fraud space and did not know the process. She indicate, they would not escalated and I had to wait 10 business days. Today is the 10th business day (July 30, 2024) I have it in writing indicating my account will be credited for the fraudulent amounts and nothing has happened. I called the bank this morning and was advised they have not looked at the case and have until the end of business to complete their investigation. I just want the funds placed back into my account. I have bills I have to care for and no one at the bank branch seems to understand how crucial this situation is. I was told, oh well we have so many fraud cases its hard to keep up. Honestly, that is not my problem. Please help me.

  

  Business Response

  Date: 08/26/2024

  Our bankers have tried to contact you a few times, but you were provided the credit to your dispute within 10 business days per regulation. If you have any additional questions, please contact the bank to discuss this further. Thank you.