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

• 

  Barrington Bank & Trust

  201 S Hough St Barrington, IL 60010

  
• 

  Suburban Bank & Trust

  150 E Butterfield Rd Elmhurst, IL 60126

  
• 

  Lake Forest Bank & Trust

  727 N. Bank Ln. Lake Forest, IL 60045

  

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:11/15/2023

  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 made a deposit via drive up teller on November 15,2023 at 11am. I received an email on November 14,2023 from Wintrust that my account had incurred an overdraft due to a bill pay transaction. My bank account is negative $3000 and I was told that my funds would not be released until November 24 due to the 10 day policy on any deposits over $5000. I called and spoke to a representative, who hung up on me. Called back and spoke to ********************* who stated the manager was on vacation and would not be back until December and that there was nothing else that could be done. I spoke to *********************************** who said only a manager could approve to lift the hold and that she would call me back. She called my cell and left a message and due to me being at work I was unable to answer and although I provided *********************** with my work number she still called my cell and left a message. I called November 15,2023 and spoke to Derroll and he told me Cece was available to speak to me. I was transferred to her voicemail and never received a call back. I entered the branch on November 15, and when I spoke to Cece she was very brash and short with her responses. She told me that because she does not sit at her desk she doesnt get all her messages. Shes not a manager and cant make that decision. When I asked cousin someone else be called she said, you want me to call the manager at home and smirked. While **** was on the phone she was saying my name and account number loud enough for myself an another customer that was in the bank to hear. I approached the counter as **** and ***** were speaking and asked was there an issue because I was not being rude or unpleasant and didnt understand why she was not trying to be more discreet about my issue while stating my personal information loudly. She smirked again and shurggwsuber shoulders, after telling me she was awaiting another manager to respond to her. While I was in the waiting area, **** and the other counter banker began speaking in Spanish and laughing. I feel disrespected and embarrassed for even having to experience this treatment and discrimination from this bank.

  

  Business Response

  Date: 11/29/2023

  Please see attached documents for our response. 

• Initial Complaint

  Date:11/07/2023

  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.

  In October 2023, I signed a contract with a qualified buyer of ***********. *********** has an assumable mortgage from Wintrust Mortgage. The buyers submitted the documentation requested by Wintrust Mortgage on Oct 6, 2023. Wintrust failed to process the initial packet in a timely manner, leading to a second assumption request being opened sometime in the last week of October. I have tried to call and get a status update on the assumption, however, Wintrust's phone system has been down for the past week and no one else I have spoken to is able to provide me with any information. I am unable to make an offer on a new home for myself without the information from Wintrust, which means I don't know where my daughter and I will be moving or living for the upcoming holidays. Wintrust has had the assumption packet containing ALL required information for more than 30 days and Wintrust has refused to provide any information on the status or estimated processing timeline for the request. All I want from Wintrust is a SINGLE POINT OF CONTACT WHO CAN PROVIDE TIMELY INFORMATION.

  

  Business Response

  Date: 11/22/2023

  Please see attached document for response. 

• Initial Complaint

  Date:11/04/2023

  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.

  On 11/03/2023, my debit card was restricted due to a supposed daily limit of usage. I called Wintrust customer service which was helpless and unable to provide any assistance. Wintrust customer support attempted to contact the Mont ************************* and, as usual, nobody answered the phones. At no such time did any member from personnel advise me of any quasi-communist spending limits and/or maximum daily usage parameters. My Personal banker, *****************************, has failed on multiple occasions to reply to emails and return phone calls. I want this banker removed from my account. Moreover, the general manager of the Mont ************************* submitted an inappropriate email to me, citing a series of unsubstantiated insinuations and remarks. The Wintrust ******************** has failed to service my checking account on every given occasion. I know longer wish to have any further dealing with the Mont ************************* location.Wintrust Bank has left me stranded this entire weekend with no access to a functional debit card. Despite calling Wintrust customer support several times and expressing the urgency of the matter, all that I have received in response is that everyone went home for the day. Finally, Wintrust bank was unable to facilitate providing me with a replacement debit card. I was told by customer support that the Mont ************************* has to handle the above captioned issues, however, all employees at that location are too busy playing five card poker to respond to any emails and phone calls. It is absolutely stunning that Wintrust bank that manages billions of dollars in assets cannot seem to hire responsible and professional employees to represent their financial institution.

  

  Business Response

  Date: 11/21/2023

  Please see attached documents for our response. 

• Initial Complaint

  Date:10/05/2023

  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.

  I am trying to make a payment on my loan and payoff my loan. Wintrust (for some reason that they will not explain) will not allow me to make a payment on my loan from my bank account and then make a wire payment (which they for some reason require) to pay off the balance of my loan.Now they want me to wait for my additional principal payment to hit my account, not apply it to my balance, and refund it to my checking account (according to the lady I just spoke to on the phone).Then she states I can request a new payoff quote and wire the funds in. I wonder how long of a process this will take I bet this is not going to be resolved within a month's time!!!Post my payment to my account so I can pay off the balance now, please! This is fraud!

  

  Business Response

  Date: 10/19/2023

  Please see attached document for response. 

• Initial Complaint

  Date:09/29/2023

  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 deposit my hard earned money in Wintrust bank atm. the *** took my money and gave me a receipt and told me there was an error, to go see the teller. The teller at the bank told me I might get my money back. I called the police to the bank and call Wintrust customer care number. Ive have talk to everyone. Wintrust bank scammed me out my money. I need to file a complaint with the better business bureau.

  

  Business Response

  Date: 10/10/2023

  Please see attached document for our response. 

• Initial Complaint

  Date:09/28/2023

  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.

  Insurance premiums in ******* where to be *****ed extensions due to hurricane ****** per court order. The company refused to acknowledge the court order and ***** premium extensions.

  Customer Answer

  Date: 10/02/2023

  The company name is first insurance funding which is owned *** operated by wintrust. When I put their information wintrust comes up. I've attached a screenshot for example.

  

  Business Response

  Date: 10/16/2023

  Please see attached response and reference documents. 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20672064
  
  I am rejecting this response because: paragraph 4 of the executive order that was amended on Aug. 29th 2023 list orange county as an effected area. Please provide an explanation as to why that is not being acknowledged.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20672064
  
  I am rejecting this response because: the executive order ****** was amended on Aug. 29th 2023 to include additional areas which included orange county. No further communication is needed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/09/2023

  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.

  Wintrust bank deactivated the Zelle feature on the account and refuse to reactivate it after an unknown individual sent money v.i.a Zelle without my knowledge or consent. I contaced the bank multiple times and stated that I did not know the sender who sent a payment that arrived into the account in the beginning of June.I also explained to the bank that anyone who sends money with ***** and enters an incorrect phone number, user name, email address, etc, can result in funds being sent to the wrong account. I also indicated to the bank that I have no access to Zelle nor any information pertaining to the individual that made the payment in effort to have the money sent back to where it came from.I have volunteered to return this money and the bank has offered absolutely no assistance in facilitating this matter. Wintrust has allowed an unknown financial institution to lodge a dispute against my account despite having informed the bank to send the money back to where it came from.********, the personal banker that opened the account has been absentee throughout this entire matter, an has ignored over a half a dozen emails sent attempting to resolve this issue. I have never had any issue with my account, and now total chaos has erupted due to an unknown individual sending money without my knowledge or consent, then lodging a frivolous dispute in effort to recover their funds.

  

  Business Response

  Date: 07/25/2023

  Please see attached document. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20295660
  
  I am rejecting this response because: The branch submitted a response claiming the issue with my account would be immediately resolved. Wintrust bank has arbitrarily restricted access to account features, and this matter has persisted for over a month with absolutely no resolution from the banking branch or corporate.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/08/2023

  Please see attached document. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20295660
  
  I am rejecting this response because: Branch manager sent inflammatory email backpedaling on the previous response submitted claiming that the matter would be resolved in a few business days.   ****** manager replied to complaint stating my ***** access would not be restored, and then used the guise of "terms and conditions" to further obfuscate the situation.

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

• Initial Complaint

  Date:07/04/2023

  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 had pending transactions since last week. I went and deposited my checks on July 1st and July 3rd. Im trying to figure out why is checks I just deposited being used to pay for transactions that have been pending since last week. I would also like to know why are my transactions being rearranged.

  

  Business Response

  Date: 07/14/2023

  Please see attached document. 

• Initial Complaint

  Date:06/20/2023

  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.

  In Oct of 22 my Wintrust mortgage was sold to...Wintrust Mortgage, they say different company, but same name. on 5/2/23 my payment changed from roughly **** to **** with no notice what so ever. I called the customer service and they said that my escrow was short and that this would be my new payment for the next year. I said "you mean to tell me that my escrow account that you manage, is now going to be over 7 thousand dollars short, on top of the $10,000 that was already collected?" The previous "Wintrust" failed to send in my tax payment. I got a notice from the county that my taxes were delinquent in Jan of 22. It took Wintrust 4 months to figure out how to pay the taxes. They eventually did pay them, but they paid them in April of 22. When they sold the mortgage to "wintrust" they ran an escrow analysis and saw that a tax payment was made in april, this was not expected so they increased my payment $600. Then on 6/15/23 we activated autodraft on their website, the payment came out on the 16th. Then on 6/20/23 another payment was drafted from my bank, putting me in the negative by $2,500. I called this morning and they said that wintrust could issue a refund but it would take 3 to 5 business days. So they expect me to sit at a balance of -$2,500 for a week. No! They called my bank with me on the line, once connect with them I told the bank to issue a stop payment. then the :"wintrust" reps said I may have to pay an NSF fee for issuing a stop payment! This is the worst **************** I have ever worked with in 30 years of buying homes. Messing up Escrow accounts, failing to pay taxes, running payments through twice and then charging for their own s**** **** This is absolutely unacceptable. Charges need to be brought, class action at a minimum. In a time when rates are going through the roof and the economy is tanking, these greedy pigs don't care about their customers. They figure most won't say anything. Not this customer!

  

  Business Response

  Date: 06/30/2023

  Please see attached resolution letter. 

• Initial Complaint

  Date:05/12/2023

  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.

  I had called to make a ****** payment. I had paid ****** extra last month and was playing on doing the same this month from a different checking account but instead the company took two full payments ignoring the money **** put in. I got Covid-19 April 21th and was out of work for two weeks. So instead of taking the ****** they took out ******* out. Two full payment. When I called and asked why they could t explain only that they have it at ******. I wanted it fix or get the ****** back so I can at least get food for the month but I was told they cant do that and kept the money. My bank account went into overdraft and some of my bills were not paid but the company didnt care. Now Im afraid of paying over the phone or even the computer because this will happen again because no one can me if it will happen again. I want the ****** to go to next months payment so I can take care of my late bills.

  

  Business Response

  Date: 05/31/2023

  Please see attached resolution letter.