Umpqua Bank Soscol Ave, Napa

My mother passed away in May, and as the successor trustee of my parents' trust, I have had total knowledge of my mother's financial situation since my father passed in 2014, including knowledge of her Umpqua Bank accounts. Earlier in June, Umpqua's Soscol Branch had rejected my mother's regular royalty deposit, and I'd received a telephone call from that company informing me of the rejection. Planning to close out her checking account and CD at Umpqua, I was required to make an appointment to see a qualified Umpqua representative, which I did. When I arrived for my 11:00 a.m. appointment, I waited patiently for the representative to take customers from the teller line before she honored my appointment. When she finally took me to the back office for our meeting, I provided copies of the pertinent pages of my parents' trust, both my father's and mother's death certificates, the EIN number, and my Certification of Trust as the successor trustee. She also wanted to see my driver license, which I also provided. She then inquired as to why I was there, and I told her I was there to close out my mother's checking account and CD and move the funds into the estate's trust account at another bank. I also told the representative that my mother's regular royalty deposit had been rejected this month, and she never even bothered to respond to that statement. The representative then tried to pull up my Mom's checking account and CD and after a few attempts told me that she could only find my own accounts as well as my joint checking account with my mother and "no other accounts." I responded, "That is impossible, as my father set them up years and years ago, and I helped my mother get both accounts titled into her name under the trust after my father died." The representative was unimpressed and dismissive of me, and she refused to look further saying she'd done all she could. It was obvious that she did not believe my mother had those two accounts at Umpqua, and despite the fact that I told her the accounts totalled well over six figures, she said that she would not check further until I went to my mother's home and returned with documentation showing both account numbers. She had no empathy or concern for me whatsoever. As I left she said, "Well, if she has accounts here, at least they are FDIC insured." Meanwhile, I was left to consider the possibility that my mother had been defrauded out of six figures, and when I telephoned Umpqua's telephone assistance line to report what had just happened during my appointment, they also refused to tell me whether the accounts existed. When I returned to Umpqua's Soscol Branch, I had to wait 30 minutes for the bank to be opened up again after their lunch break, and when I finally was let into the bank to see the same representative, armed with my mother's 1099 for 2021, she responded, "So, you want me to 'research' these accounts?" I said, "No, I want you to look up those account numbers and tell me whether they still exist or not." She left and made a copy of my Mom's 1099, came back, looked up the accounts and then attempted to excuse her unhelpful conduct toward me by saying that she couldn't find the accounts earlier because the accounts had been opened so long ago that "we did not obtain your mother's social security number." Can you imagine a bank not being able to find its own customer's accounts? She then asked me what I wanted her to do, and I said, "I want you to close the accounts so I can move the funds into the estate account." She never even attempted to apologize for her earlier, rude, thoughtless failure to telephone Umpqua's back office to ask for assistance in locating my mother's accounts in a manner that would ordinarily be considered the appropriate treatment of a good customer. As you can imagine, I shortly will be closing all four of my own Umpqua accounts and will never do business with Umpqua Bank again. If I could award negative stars, I would.

I love Umpqua Bank they are such a great bank. Such helpful people! We have been with the bank since is was Vintage Bank.

This bank has gone downhill really bad They made mistakes on my Accounts And they require masks but don't have them. They're also really bad with loans they are really lazy!!

Always helpful, never rushed... ordered checks..