Northpointe Bank Reviews 5

I was attracted by their CD rates, but Northpointe's web site--when it comes to CDs--has been a frustrating experience. Opaque. In almost every case I ended up having to call, wait, and get a rep on the line.

All phone options immediately go to voicemail. Cannot get mission-critical business banking done. The whole banking industry's customer service has become inexcusable, but even smaller banks are now treating customers like an inconvenience and are putting walls up to accessing our funds - whose money is it?

Quite frankly, I'm shocked by the positive reviews on other sites. That's not been our experience. First, please understand that I usually leave positive reviews for companies since so many people complain. However, with Northpointe, I feel an obligation to warn potential customers.

In the fall of 2023, we opened an All-in-One loan, which is like a HELOC product. They worked hard to get us qualified, but once it was open, and we began using it for a flip home investment, things went downhill. For instance, I called for a payoff amount after we sold the home. When the rep gave me the amount, I verbally checked by stating, "So, if we pay this amount, this will cover all interest up to today, the account will be at a zero balance, and we won't owe any interest?" He said, "That's correct, as long as you pay that amount today." I checked once more just to be sure, and I received the same response. I paid the amount he gave me hours before the "deadline." Then, when I got the statement, we were charged interest when there was a zero balance. When my wife and I spoke with Northpointe reps, we were told by two different reps--in a very patronizing tone--that we just didn't understand how loans work. Wow...just wow. My wife is a CPA and I have dealt with finances for quite some time. We're both completely out of debt, so we understand loan products and how interest affects balances. I've never heard of a loan with a zero balance drawing interest.

Many months later, while maintaining a zero balance on the All-in-One loan, I noticed a .18 cent interest fee. I called, and the rep said it was due to the $60 annual fee for the loan. I let her know that we paid the $60 on the same day it was posted. She said she couldn't figure out why the charge was there and someone would have to get back with me. That also happened with the first issue. While "hate" is a very strong word I don't normally use, my wife and I hate this company. Some reps are rude, some don't understand how their products or systems work, and I wish we hadn't spent the few thousand to get this loan generated. We are going to close this account asap as it's just not worth dealing with the ineptitude and rude attitudes we've experienced.

Some other issues have been very long phone hold wait times with them eventually hanging up, forcing me to call back, and get in line again. When I've selected the option to hold my spot in line and get a call back, I don't get that call returned. Several times that we've called to resolve an issue, the rep gets flustered and then says someone from another department who better understands the issue will call back later; however, we didn't get a return call.

Be warned, do your research, and make sure to read the other negative reviews before you partner with Northpointe.

The very worst customer service I have ever experienced with any bank I have dealt with in my 30 years of being in business. Absolute poor management, poor customer service, rude arrogant staff, antiquated banking at its best.
Their automated answering system hung up on me 4 times. Tried to explain this to the rude, arrogant young lady that finally answered the phone. Then I was placed on hold for 20 minutes, so I hung up and phoned back, only to have the same girl dispute that I was on hold that long (my cellphone has a timer which indicates the amount of time the call last).
She was displeased that I complained about the answering system and the long wait time. I deal with at least 12 banks where I have deposits and never ever have, I had such poor service. The bank also withheld Federal Income tax from my account that was not approved by me (I make my own quarterly payments to IRS as I have done for 30+ years). Again, this rude young girl stated that I did not mail back the signature card within 30 days, but I know that I did. After 30 years in business, it is a habit to promptly handle all business immediately. And I might add that during the first 2 months no tax was withheld, it was not begun until month 3 and 4 that tax was withheld. My advice, avoid dealing with this bank unless you want headaches and the very worst customer.

very difficult to get live assistance on customer service issues. The website chat App does not allow you to get live Support. Send a secure message feature only allows for drop-down selection. Very customer unfriendly.