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.
I did a dispute that the bank did not help me with it's ridiculous that my bank isn't helping me get my money back I sent pictures of the issue and gave a legit reason why I filed the dispute
Customer Answer
Date: 05/08/2025
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.
My Mother ****** ******* has been banking with Umpqua bank for a long time, he local branch knows her very well. In August 2025 we are pretty sure my mom had a stroke and hasn't been able to walk or care for herself since then. I had to quit my job to Care for her full time. At the time I called an ambulance but she refused care and so they said they couldn't take her in to evaluate her. She was very clear that sh didn't want me and my brother to put her in a home and decided as a family that she would pay me to move in and care for her 24/7. Keep in mind I have 5 children and my own home that I am trying to maintain also. When trying to use my moms bank card one day it didnt work so we called and they unlocked it. then sent a social worker to check on my mom who also said she was just fine and then the bank froze both of her accounts. when me and my brother when to her local branch they told us she needed to come in. we told them she couldnt walk and was bedridden that they could come 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?
Customer Answer
Date: 05/06/2025
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. *******
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.
I canceled my Umpqua Bank debit card because my purse was stolen on 10/26/24. On 10/29/24 the thief was able to go into TWO different Umpqua Bank branches and remove 3900 from my account. My primary complaints are:-how can a banking system with a known compromised security on a bank account allow for large amounts to be withdrawn -when I went to file the affidavit at Umpqua that my account was robbed a) they didnt reassure me that my money would be returned b) they failed to send all the documents to the fraud **** so no one ever followed up with my case. It was only because I kept hounding them that they caught their error.-I lost 4 hours of paid time because of their HUGE error.-I have sent 2 emails to the district manager and I have not heard back from them.I did get my money back but how they handled the situation was horrible. And I am super concerned about their ability to track how easy it is for fraud to be committed. Their system lacks proper safeguards. And, it's awfully unprofessional to not hear back regarding my complaint letter.
Customer Answer
Date: 12/20/2024
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

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.
Umpqua Bank is charging me $3.00 each month for my bank statements. Why is this a thing and is this legal? This is absolutely disrespectful, absurd, and financially abusive. I'll be taking my money out.
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.
Customer Answer
Date: 10/03/2024

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,

****** ******
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.
On 6/6/24, I called Umpqua Bank and spoke with them about the process of closing my account. I informed them that I had possibly one more transaction coming in then would be moving the money to a new bank and asked the correct steps for how to close it after that. I asked whether there would be any fees incurred in the interim until I closed the account that I have had for around 10 years and was told no, simply to contact them and they would assist me in closing it. I got a statement email today, 7/23/24, Email ID: ********, and decided to check the account so that I could contact them about closing it. I quickly noted that I was falsely told there would be no fees for moving my money, as in the time I had spoken with them accumulated two $5.00 maintenance fees, which brought my account to a -$9.29 balance. I contacted their customer service and spoke with ****** who informed me that he could not assist me in closing my account as the balance was negative. I told him repeatedly that I 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.
Customer Answer
Date: 08/06/2024

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:01/07/2024
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.
I got a letter from the ** ************************* saying Umpqua Bank had money due **. The mortgage on my previous house was held by Umpqua Bank and it seems that the money due us was the refund of the last payment made. I contacted Umpqua Bank and they said I would have to go to a branch to submit documentation. In spring 2022, I went to Umpqua Bank's ********* branch and submitted the letter I got from the State Controller, a mortgage statement, and my driver's license. They said the bank would look into it and get back to me. It has been a very long time and I have not received any news about the funds. I recently called the customer service number, was told I was being transferred to ******************* and after being on hold for a long time, was hung up on.Please contact the bank and find out what the delay is and why they haven't been able to find these missing funds. The ** State Controller does not have the money, which I have repeatedly checked for on their website.Sincerely,******** & *************************
Customer Answer
Date: 01/22/2024
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_______________

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.
I was charged an annual fee with no notification, or any way of viewing it or subsequent late charges through their online services. It did not show on my amount due or transactions which i check a few times each month. I was told by their general ***********************, that this was not correctly done and my credit report would be corrected, but never was. The only way I found out about the 90 day late assessment was when my credit was pulled by our loan officer. This action by Umpqua violates federal law and they are refusing to correct it.
Customer Answer
Date: 01/04/2024
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.
On September 25, 2023, I deposited a check into my IOLTA Trust account for client funds. I was provided a check hold notice which says that $5,525.00 would be available for cash on September 26, 2023 and $2,808.00 would be available on October 4, 2023. On October 4, 2023, my client and I went into the Umpqua Bank with a check in my client's name to cash out the entire $8,333.00. I showed the bank teller my check hold notice. The bank teller said that they only can give my client $3,000.00 in cash and the remaining balance would have to be in the form of a cashier's check. I asked what is the difference of having cash versus a cashier's check, and they told us that this is just the policy for non-customers who cashes a check but I was not a non-customer.
Customer Answer
Date: 10/17/2023
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.
On August 18, 2023, I opened Umpqua Bank Account No. **********, taking advantage of the option offered to open my account online and made the required opening deposit electronically. I received immediate written confirmation by electronic mail (including confirmation number ***********), which stated that the account had been successfully opened and acknowledging my opening deposit (which was also successfully collected, as confirmed by my account records at another bank). I set up the online portal access offered for the account and found everything in perfect working order. The next day, online access to my account had been cut without explanation. I called the Umpqua Bank customer service phone number on the next business day and was told that it was impossible to complete the process of opening an account online because I do not already own an Umpqua Bank account, and that I would have to make an attempt at a local branch in person. My work schedule renders that impossible for 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.
Customer Answer
Date: 08/31/2023
Attached is my executed Authorization for Release of Information to the Better Business Bureau.
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.