Business Profile

Bank

Umpqua Bank

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Complaints

This profile includes complaints for Umpqua Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/07/2025
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.
1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU

I, Steven ******, expressly authorize Umpqua Bank to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.

I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Umpqua Bank.

I acknowledge without this authorization, Umpqua Bank would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.

Insert Your Name Here: ****** Tucker Date: _05_/07__/2025____

2) Here is the information BBB requested regarding my complaint:
- I requested the verification of the debt from Umpqua Bank on 03__/_24_/2025___ by Select one -> Email, Phone, Mail, or Other (Please specify)_______App__________
  
  *****
- The reason why I believe the alleged debt is NOT valid is:
  
  *****
- The account number:
  *****
******* Please do NOT click 'Proceed' until you have signed and dated your agreement for release of information in Section 1 and provided the requested information in section 2. *******
Business Response
Date: 05/19/2025
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 5/19/2025.
Customer Answer
Date: 05/19/2025

Complaint: 23301278

I am rejecting this response because:

Sincerely,

****** ****** the bank closed my account without me knowing and that's illegal
Initial Complaint
Date:05/05/2025
Type:Sales and Advertising 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.
1) AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU

I, Rachel *******, expressly authorize Umpqua Bank to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.

I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Umpqua Bank.

I acknowledge without this authorization, Umpqua Bank would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.

Insert Your Name Here: ****** Johnson Date: _05/_06_/2025_

2) Here is the information BBB requested regarding my complaint:
- I requested the verification of the debt from Umpqua Bank on __/__/___ by Select one -> Email, Phone, Mail, or Other (Please specify)_________________
  
  *****
- The reason why I believe the alleged debt is NOT valid is:
  
  *****
- The account number:
  *****
******* Please do NOT click 'Proceed' until you have signed and dated your agreement for release of information in Section 1 and provided the requested information in section 2. *******me to her house that is literally a block from the bank and speak with her. They said they couldn't do that but i know for a fact they had people go to her house in the past for other reasons....We were finally able to get her to a doctor but had to pay $500 for and ambulance to transport her. ww then took in a letter from her doctor and were told we had to get power of attorney. mind you during this time NONE of her bills are being paid because her accounts a FROZEN. So my brother has a notary come to my moms house and she signs power of attorney over to my brother. My brother takes it to the bank and a while later they tell him they were denying the power of attorney with no reason when he asked them ****** this day my moms bills are not getting paid. her electricity, water, gas, and property taxes. NOTHING . how do they expect my mother to eat?
Business Response
Date: 05/13/2025
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 05/13/2025.
Customer Answer
Date: 05/14/2025

Complaint: 23290388

I am rejecting this response because none of my concerns were addressed. I asked for a reason why power of attorney was denied and no answer was given.

Sincerely,

****** *******
Business Response
Date: 05/20/2025
See attached response letter. Thank you.
Initial Complaint
Date:03/20/2025
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.
February 20th our business had wire fraud. The bank was notified but did not lock down our account in time or recover any of the funds. As of today March 20th they refuse to send us a letter acknowledging the event for our records and our accountant. We also requested a copy of their fraud investigation. In fact to date no one has officially told us we will not get our money back. We have no documentation from them on this event and every time we ask any question all they say is we will get back to you and they don't. This has happened multiple times now. Still no communication from the bank.
Business Response
Date: 04/04/2025
Thank you for bringing this matter to our attention.Umpqua Bank is dedicated to ensuring the best possible experience for our account holders, and we take this feedback very seriously. Given the sensitivity of the situation, we have mailed a written response to you as of April 4, 2025.

Thank you again for bringing this to our attention.
Initial Complaint
Date:12/10/2024
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.
AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU (ID *********

I **** ***** ****** expressly authorize Umpqua Bank to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.

I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Umpqua Bank.

I acknowledge without this authorization, <Umpqua Bank would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.

Yes, I understand & Consent - **** ***** ******, 12/20/2024

unprofessional to not hear back regarding my complaint letter.
Business Response
Date: 01/07/2025
Response letter uploaded January 7, 2025.
Initial Complaint
Date:09/18/2024
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.

Complaint: 22301391

I am rejecting this response because:

Branch Manager from the *********** branch DID NOT attempted to contact me on September 26, 2024, and September 27, 2024, to discuss the options available regarding my account and the $3.00 fee. She DID NOT leave messages requesting I return her call to discuss the matter further.

Was this policy enacted when ************* became Umpqua Bank? Did I sign something that I agreed to these terms and conditions? In my experience, bank statements are free with every financial institution membership I have ever worked with. Was I charged $3 for the bank statement I received in the mail when I closed my account? Because that would leave my checking account -$3.00.

I feel it's important to highlight that it only costs Umpqua Bank $0.54 to mail a statement. Much less that $3.00. This "policy" is financially abusive, and I request every month I was charged $3.00 refunded back to me.

Sincerely,

****** ******

Business Response
Date: 10/01/2024
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. Response letter sent on 10/01/2024.
Initial Complaint
Date:07/23/2024
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.

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,

************************* did not overspend and the balance was due to maintenance fees. He then sent me some copy and paste looking AI script that said the three things I would need to do to avoid these fees, which were completely irrelevant as I had already explained multiple times that the account was no longer used. I gave up and here I am. Not only was I given false information on the phone on 6/6, but to have them expect me to pay money for an amount that should not even have been accumulated is disturbing. The debit card is long discarded, I have a new bank, and as I told them almost two months ago, the account is not of use to me. I am not understanding why they would treat long term customers like this, especially when they were informed it was going to be happening. Very distasteful.
Business Response
Date: 08/05/2024
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent on 08/05/2024.
Initial Complaint
Date:01/07/2024
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.
More Information..."AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU

I ******** Bajwa expressly authorize Umpqua Bank to communicate directly with BBB on all matters relating to the items as specific in the complaint form and including any debts I am alleged to owe.

I have filed a complaint with BBB and authorize BBB to release the complaint form and all supporting documents to Umpqua Bank.

I acknowledge without this authorization, <Umpqua Bank would not be authorized to discuss these matters with BBB and any of its employees or representatives. I expressly waive that restriction for all purposes relating to the complaint I filed with BBB.

Yes, I understand & Consent - Insert Your Name here:________Sukhdeep Bajwa________________ Date:____1/22/24_______________

ly,******** & *************************
Business Response
Date: 02/09/2024
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter will be mailed 02/12/2024.
Customer Answer
Date: 02/12/2024

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,

***************************
Customer Answer
Date: 02/28/2024
Hello, I would like to reopen my complaint against Umpqua Bank. They are holding onto my last mortgage payment. I complained to BBB a month ago and they responded, agreeing to send a due diligence form to me to fill out so they could release the funds. However, I have not received such a letter and when I called customer service at ************, they told me they could not verify me over the phone and I would have to go into a branch. I did go into a branch last year and after taking a copy of my license and other documents, ******************** never responded to me. After my BBB complaint, they did send a letter stating that they had tried to contact me in 2022 (which I have no knowledge of) and that they would send a due diligence letter. This time, I would like to keep this complaint open until I have received my funds from Umpqua.
Refund
Business Response
Date: 03/06/2024
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent on 03/06/24.
Customer Answer
Date: 03/07/2024

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:01/02/2024
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.
Authorization attached
Business Response
Date: 01/18/2024
Response letter uploaded 01/18/2024.
Customer Answer
Date: 01/22/2024

Complaint: 21084286

I am rejecting this response because:
The response by Umpqua was not at all relevant to my complaint. They did not address my complaint and the legality of their business practices.

Sincerely,

*******************
Initial Complaint
Date:10/09/2023
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 am providing my authorization for release of information to the Better Business Bureau attached to this response email. ***********************
Business Response
Date: 10/26/2023
See attached response letter.
Customer Answer
Date: 10/27/2023

Complaint: 20710432

I am rejecting this response because: I asked the regional manager who is not being completely honest here. I asked him if the bank informed my client and I that the branch did not have sufficient funds then why did the assistant bank manager say to us that the reason for the cashier's check instead of cash was because my client did not have an account with **********************. The assistant manager was not referring to me not having an account. She was referring to the person who was cashing the check who was my client. The regional manager stated to me that he did not know why the assistant manager informed us that it was because my client did not have a bank account with ********************. He said he would have to find out. I told him it is because the assistant manager is back peddling to cover up her lie.

Sincerely,

***********************
Customer Answer
Date: 11/04/2023
I have been inquiring to the regional back manger of Umpqua Bank whose name is ****** as to why my client needed to have a bank account in order to cash his check made out to me for $8,333.00. Instead it was necessary for him to receive a partial cashier's cash because he did not have an account with ********************. I have been making this inquiry since October 11, 2023 to ****** but he fails to answer my question. Now he has threaten me that if I don't comply with his mandate to stop my inquiry and let him talk with my client in two days, he will have my IOLTA account and my ******************** checking account terminated with 30 days notice. I should have an absolute right to make a complaint about what I find shows dishonesty on the bank employess and not be threaten with being removed from Umpqua bank, I have done absolutely nothing wrong to be terminated from any bank whatsover. I have my social security check direct deposits going into Umpqua Bank and my IOLTA trust account. These accounts are not easy to set up. I explain this to ******. I believe this is why he has now threaten me with being terminated.

I am simply asking why did the assistant manager inform my client and I that the reason why my client could not cash his check in full but had to be issued a cashier's check was because he, and not me, did not have a bank account with ********************. I want to set up a meeting with ******, my client, the bank teller who handled the transaction on October 4, 2023, and the assistant manager who informed us that my client did not have an account with ******************** being the reason for the cashier's cash. I think this is a reasonable request which ****** wants to just cover up the lies and the integrity of Umpqua Bank.
Business Response
Date: 11/15/2023
Umpqua Bank takes consumer concerns seriously and appreciates the opportunity to address them. A response letter was sent 11/15/2023
Initial Complaint
Date:08/30/2023
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.
Attached is my executed Authorization for Release of Information to the Better Business Bureau.
r me, which is why I had chosen to avail myself of the option to open the account online. Nothing to the effect of that extra condition was communicated while I was going through the online procedure, furnishing personal information, and paying the opening deposit. The customer service agent agreed to transfer me to someone who could refund the money I paid since they refused to open the account, but then hung up on me. I called again and reached another agent who gave the same explanation and promised to call me back the next day with a resolution. That call never came, nor did the refund. Umpqua Bank has now held my money hostage for twelve days (despite a broken promise to arrange for it to be refunded), moving the goalposts as to hoops through which I must pass in order to collect the services for which I paid, and evading communication with me. Since they refuse to provide the services they marketed and agreed to provide to me personally, I now want the return of my funds.
Business Response
Date: 09/11/2023
Umpqua Bank Response letter attached.
Customer Answer
Date: 09/12/2023
You're going down.
Customer Answer
Date: 09/13/2023

Complaint: 20544300

I am rejecting this response because you stole money from me by accepting my deposit and then cobbling together an excuse to withhold from me the account that you agreed to provide in exchange for it. How many other bank accounts I may or may not own is none of your business. Regardless of that fact, however, the excuse you are now offering is only the latest in a line of several you have tried, and has nothing to do with the previous ones. When you are burning in H*** for stealing, don't come crying to me to dip my finger in water to cool your tongue; you will be getting what you deserve in just the place you belong. Do me a favor when you're down there and tell your mother I said hi.

Sincerely,

*******************************

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Umpqua Bank is NOT a BBB Accredited Business.