ATB Financial Reviews 147

I rarely write negative reviews but ATB deserves one. We moved to AB from another province and we always dealt with RBC (good or bad but never terrible). Guess what? "Terrible" is a good adjective to describe ATB from a customer service point of view.
They: 1) screwed up on our mortgage documents that required us to visit their branch 3 times as opposed to 1.
2) were never sure as to what documents were required and were never up front with respect to the same
3) upon FINALLY signing the docs, they told us the process will take some 10 days to finalize. Guess what? 10 days later I emailed to enquire about where things are at and got a priceless response, "still waiting for the commissioner to sign the documents."
Comms would be nice. A heads up would be nice.
But no, those are not within ATB's business process perusal.
Very disappointed.
Paying for some .3 percent on a mortgage rate I chose ATB over RBC. NEVER, EVER EVER again!
Very poorly run local ...hmmm...pseudo-financial institution.

Sincerely,
Anna H.

I'm a finance manager who has referred several million dollars of clients to ATB, as they were a preferred lender of mine. When I got my mortgage 4 1/2 years ago, I requested to deal with ATB, as I liked the way they conduct business. My wife and I found a property that we liked just recently and bought pretty quickly, as it was a great find. Because of our relationship with ATB, I requested this mortgage be through ATB also. Unfortunately we didn't sell our existing property before possession, so we weren't able to port our mortgage. In contacting ATB after we sold our property, we were informed that they would offer no support on the payoff penalty of $6K on the remaining mortgage term (less than 6 months), despite the substantial amount of business I've referred to ATB, as well as our taking out the new mortgage with ATB.

No desire to help their customers get a resolution for any problems.

Painfully long wait ending in hanging up the phone. Just to re-order cheques. My wife and I have been ATB customers for over 30 years and just when you think service can’t get any worse, it does just that. service on the phone is terrible. In a branch it is sometimes OK but nowhere near what it used to be

Terrible support it said 15 mins and had me waiting over a half an hour i hung up i call again it now says 45 mins wait i said get fked hung up again and all i want is to be able to get into my account on my banking app but whatever update they did with their security makes it so the verification code doesn't even send i can send them all day and not get a single code so i cannot even access my bank i tried to get support but they had me waiting with my thumb in my ass for over a half an hour when the wait time was only 15 mins it is poor customer service and being stuck with them this long i am surprised i put up with their abuse this long if their broken app doesn't work by tomorrow i will be going in and canceling altogether and going with another bank that won't give me this abuse and neglect i do not recommend i even had in the past was a victim of fraud and never got my money back they don't care about us customers it is all about the money for them do not recommend get a better branch i hope to see this one rot one day from the crap i put up with all these years

We tried to apply for a mortgage with Chris S
She is new to this role & seems unsure about things.
She seemed forgetful when we answered her questions via emails.
Coming out of Covid troubles financially she didn’t care about how hard we worked to improve our good standing in the financial world.
I would not recommend dealing with this person
After 2 weeks of jumping through hoops for her & providing paperwork we were declined
Don’t waste your time with her

Our mortgage was up for renewal and was currently at 9.85% floating rate. When we asked them for a locked in rate they said the best they were able to do was 9.85%. Approached another bank and was able to get a rate of 6.95%. ATB do not have the customers best interests at heart. They are only there to make money for the bank and we were long time customers of this institution. Go elsewhere.

Worst online and in person experience possible. Completely useless bank, beware.
Go anywhere else!

I have been a long term client with ATB, and had the most rude ladies in telephone after waiting for 20 minutes. I put a stop payment the day before and they return it NSF and charged $45.00 plus $20.00. I call and they said they cannot reverse the fees. I think ATB ripping off customers and over charging be carefull!!!

ATB was personable now its all this automated messaging for 10min or just hit 0 a hundred times to bypass the uselessness. No choice will get you directly to where you want to go it just delays your que in line then wait for an hour+ to talk to anyone. They supposedly have 5000 employees yet no one to talk to and the online account shows nothing but the utmost basic info and is an outdated platform compared to any other bank. bad rates bad service now so there is no reason to stay with ATB.

Not sure this is ATB markets...a online broker which is apparently one big scam. Dont do this. They even advertize on facebook but its a fraude. I will report this to financial authorities and policë.

I was contacted to complete paperwork through docusign. The employee refused after I asked for more information. Then said they were just going to do it another way anyways. Maybe actually explain yourself and explain what you're doing and maybe learn a little customer service.

Wow reading these reviews the ATB experience feels like a kinship with many ATB customers. Agreed, when it comes to a fraud episode ATB takes ZERO responsibility and to ensure you don't proceed with your concerns they will make you feel like the fraud was entirely your fault. Not only is it a loss of your $$$$$ but the feeling of no one having your back is humiliating & humbling. WARNING: the fraudsters hacked ATB phone number, the one on the back of your "bank, visa, access" whatever the current label for the card. Any complaints, even when you find the info to take to a higher level, CLIENT FEEDBACK SERVICE EXCELLENCE, is a waste of time the decision is made at the lowest level ie. the acting manager's response when I said I would compose a review was "it won't do any good". Forgot to mention our family has been with ATB for almost 2 decades, 2 mortgages, HLOC and an excellent credit rating. There is NO respect for loyal ATB customers, well maybe for those that are monied.

Brand new customer. To activate the card, you need to call customer service. 2 times waited for an hour and it got disconnected. No option for call back. Calling the 3rd time and wait time is 45 minutes. Feeling pathetic after all that wait. I am sure I am not the only one.

Online banking has 'system errors' more than it actually works. I went back to Scotia as my main account because their online banking is awful

The AI computer for phone banking isn't set up right!
First, it rattles of account numbers that hardly make sense.
Repeats or doesn't understand simple questions.
Always cuts you off for one account so your forced to wait an hour for an agent but your phones battery dies before an agent answers.
I know AI's are replacing people but it's unprofessional and rude to not be able to speak with an agent and to have your questions answered in a quick and respectful human way.

I’ve been calling ATB in different branches none of them answered. it’s been 3hours waiting for them to answer the call. IT IS REALLY DISAPPOINTING!!!

Online account access not available, went to the bank, had to wait 40 min., got a temporary access...didn't work...on the phone you wait approx. 1 -1.5 hours...I'm going to change the bank, this is ridiculous....avoid this bank.

I know that ATB has been closing branches but they must be cutting back on CSRs on the phone as well because every time I try to call for assistance the wait times are 30+minutes and today it was 55 minutes.

All I want to know is when will TRACKIT be available again? It has been down now for months with no information as to when it will be available except to say the new year.

I really dislike this bank, they bounce payments on me at the drop of hat, greater than 24 hrs, even when it us less than the 45 nsf fee which they ding me every fvking time! The CIBC sucked but these guys suck worse and I will use the royal from now on.