wafdbank.com Reviews 14

This bank has made mistake after mistake with my account, to the point where I am on the phone with them almost daily. They also will not allow you to make international purchases with your debit card. So, if you go out of the country you’re out of luck. Also, if the online purchase you want to make is foreign you’re out of luck. The customer service phone number usually has a 20-30 minute hold time, and the service you receive is atrocious and novice. The representative always seems new.

If you love having your money held hostage, then this is your bank! Initial issues with linking my Citibank account while my direct deposit was sorting out, major delays in transferring money from WaFd to Citibank (it was supposed to happen the same day but instead took FOUR days), waiting 10 days - 10! - to get my debit card in the mail since they can't print cards locally, holding for 20-30 min any time you need to call the main customer service number, having to get a code texted to you EVERY single time you call, and getting charged an overdraft fee when it was WaFd's fault for randomly un-linking my Citibank account. I'm 54 and have had accounts at most of the major banks throughout the years, and I have to say that WaFd is THE ABSOLUTE WORST! I'm closing my account and sticking with Citibank. Even though they don't have brick & mortar banks here in Salt Lake City, at least Citibank gives a lot more grace when it comes to any hiccups, so this whole experience has only made me appreciate them more!

Following the death of my Mom over 8 years ago I contacted WaFed by phone to remove my mother’s name from our joint account then followed the instructions I was given and emailed them the documentation they requested and my mother’s name was removed. Then 3 years ago my mother’s name was back on the account. When I contacted the bank they told me that that I had never contacted them, the procedure I was told to follow to remove her name was not their procedure, they never would have told me to do what I had been told to do, then I was called a “liar”. I have been attempting to get my mother’s name removed ever since but WaFed does not wish to help me. They just want to argue with me and verbally insult me.

Then yesterday I called WaFed customer service because I my debit card is about to expire and I have not received a new one. They sent my card to an old address that I haven’t lived at for 4 years even though I gave them my change of address when I moved and even though I have received correspondence from them at my correct address the past 4 years. I was told by 2 different customer service customer service representatives that they needed a copy of my driver’s license to issue me my debit card. They asked for my email address as they were going to email me a form that I needed to email back with a copy of my driver’s license. But I never received an email.

Today I attempted to used my debit card and it was declined. So I called customer service and was informed that my current debit card was canceled because my new card was sent to the wrong address. I tried to explain to the customer service person that I spoke to 2 different customer service representatives yesterday who told me I could continue to use my current debit card until it expired. While I was trying to explain the customer service person began speaking loudly over me and wouldn’t allow me to continue explaining. I then attempted to tell this person that I hadn’t received the form that I had been told yesterday would be emailed to me so I could send them a copy of my driver’s license. This person then told me I wouldn’t have been told that they would send me a form by email for my driver’s license because that is not how they do it and to just send my a copy of my driver’s license to some unknown random email address. Now I have no access to my account.

What is wrong with this bank? Do they not train their personnel how to conduct themselves professionally with customers? Do they not train their personnel on proper bank procedures so instead each person makes up their own? Thank goodness this bank is not my primary bank. I have previously moved my CD account I had with them to my primary bank because I don’t trust WaFed with large amounts of my money. I will be moving my money in my remaining WaFed account to my primary bank, The Bank of Hawaii, where I have always received outstanding professional customer service!

I have been banking with WaFdbank at Goodyear Az branch for over twenty years with a large deposit, they have always been helpful but now I couldn’t even get a document notarized from the current manager Charles Reese, I recognize that is not related to account activities but is a service they provide, I have no problem with the previous manager Brian Larsen he has always been helpful and friendly, call to customer care is no help, they told me is a branch issue and hung up on me, needless to say I wouldn’t be banking there much longer, very disappointed that I have to move my funds after all these years, I did got my documents notarized at a different bank where I have a account.

This bank should have not existed. Outdated system, poor customer service and call center reps are not capable.

I hate this bank. Unfortunately WaFd bought my previous bank and it has been nothing but problems since. I highly recommend avoiding opening an account here.

The worst bank I've dealt with in the last 30 years. Their systems are beyond outdated. The few customer service reps I've dealt with have all been rude and unhelpful from the moment they answer the phone. Practically every issue I've had required me to pyshically go in to a branch to resolve. Transactions are constantly declined for "fraud protection" even at places where I've successfully used my card in the past. They have frozen my Zelle transfers on multiple occasions because of "suspicious activity" when I'm literally sending money to my own family members. Use literally any other bank instead. Even keeping piles of cash under your mattress would be better, at least then you'd be able to use your money when you want.

Come on guys, APP has a problem.

Their sight is always down, app is always down. Good luck getting your activity. Constantly forced to reset passwords that are valid. No worries, you can always call their support line "Your wait time is 1 1/2-2 hours". And don't think you'll ever find an ATM that you can access without charges, unless you go to their physical bank location. Not gonna happen. They are clown shoes.

They had no functionality for their on-line banking after they bought my local savings bank. This went on for months. Their customer service seemed completely incapable of solving any problems, and absolutely zero follow thru. Closed my accounts with them as soon as I could.

One of their extremely outdated and old ATM machines glitched and decided to keep my debit card even though I didn’t do anything to cause this. The next morning when I called and spoke with the branches head manger. She not only was one of the most unprofessional and rude people from any company that I’ve ever had the dissatisfaction of dealing with, but she also had the audacity to tell me that my issue was not her problem and that I wasn’t one of her customers, so I needed to call my bank and ask them for help. I explained to her that that was ridiculous because my bank doesn’t own their broken ATM machine that stole my debit card, however before I could even finish speaking she must have thought it was more than ok to just hang up on me. Because that’s exactly what she did.
This happened in Yuma Arizona at the branch located at 1315 S 4th Ave B, Yuma, AZ 85364
United States

WAFD has a new "spending tool" to be used in place of Quicken that I have used for years. WAFD no longer allows downloads for Quicken. I have tried to use their spending tool, however over the last 2 months there are several missing charges, despite having the correct balance amount. Apparently, WAFD has a subcontractor who developed the "spending tool" with WAFD having very little knowledge how to manage this tool. WAFD has been minimally responsive in trying to understand and correct the errors. Minimal communication with weeks between my emails.

If this review were solely about customer care, 5 stars would have been in order.
Customer care? Customer service? Client services? I’m not quite sure what the trendiest term is for what, essentially, is how a company addresses its customers’ or clients’ needs, but I prefer customer or client care. Why? Well, right there in the label is the notion that an organization cares about its customers or clients. That’s at least a start.
There’s little guarantee that just because an organization has the name right, that they also have the thing itself right. How many customer care departments have you encountered where there is no real “care” evident?
WaFd Bank (formerly Washington Federal Bank), headquartered in Seattle, Washington, is not a large banking organization (although it operates in eight states and maintains over 200 local branches), and it did not appear on any of the several lists of “best customer service” banks that I consulted. If, however, the response I received from WaFd’s leadership after I fired off an unhappy customer email yesterday reflects the organization’s commitment to customer care, real customer care, then I wouldn’t be surprised to see WaFd climb the ladder of those “best of” lists, as well as the list of largest banks determined by assets and customer accounts.
The details of the situation that resulted in my displeasure aren’t important. What is important is that at multiple organizational levels (call center, branch management, executive leadership), I encountered at least one person who displayed exemplary customer care.
At the call center level, Nick performed quintessentially. Nick was patient, attentive, listened well, established rapport, diagnosed the issue, informed me of how he intended to address the situation, and informed me that, although he couldn’t complete the fix himself immediately, he would bring the problem to the attention of those who could. He also assured me that he would follow-up before he completed his shift for the day. Nick did follow-up with a call, checking all the boxes for outstanding customer care.
At the local branch level, being advised that the local branch needed to be involved in the fix, I called our local Silver City, New Mexico branch, specifically seeking to connect with Jaclynn Rodriguez. We had opened our WaFd free-checking account in January of 2020 with Ms. Rodriguez and her customer interface skills were superb. The few times we have needed to connect with the local branch, we sought out Ms. Rodriguez and have yet to be disappointed.
I eventually reached Ms. Rodriguez late in the afternoon and through her efforts the troubling situation was resolved in fewer than 30 minutes. Consistent with our previous experiences, Ms. Rodriguez had been the ultimate professional, displaying all the traits exhibited by Nick above, including the addition of problem resolution with a vocal smile.
Although I had already spent far more time than I would have liked on the situation, I decided to take additional time to write to WaFd’s executive management. Honestly, I wasn’t really expecting much except perhaps a standard, cookie-cutter email response within a few days.
My email was sent at 5:24pm to multiple individuals on the executive leadership team, including Brent Beardall, president and CEO, and Cathy Cooper, executive vice president and retail banking group manager. At 7:16pm, I answered a call, and to my pleasant astonishment, the caller was Michelle Coons, New Mexico regional president. Seriously? After 7pm on a Friday evening? A follow-up call from a regional president?
When Ms. Coons called, she told me that she had received a call from Mr. Beardall who had read my email and wanted immediate action taken. Ms. Coons had obliged, assuring me that their team was investigating the situation and would follow-up.
This morning I opened my inbox to see an email from Ms. Cooper, the executive vice president I mentioned above. It was time-stamped 9:02pm last night. An email from WaFd’s leadership team at 9pm on a Friday night, following a call from a regional president?
You might not be impressed, but I most certainly am. Surely there’s a hefty dollop of damage-control involved, but we have a microscopic account balance at WaFd. We are not upper echelon customers. Yet, we received upper echelon customer care initiated and executed by the most senior of WaFd’s executives.
I don’t often think about having a vast fortune, but today I wish I did so that I could make a momentous deposit at our Silver City, New Mexico WaFd branch. Maybe one day. Thank to every member of the team that contributed to the restoration of my faith in excellent customer care and in WaFd Bank!

this is the worst bank service wont give me a account base on my ip address wasnt az i told them i was in minnesota for my moms passing but they didnt care this heartless bank please dont bank here for the all the ppl they mistreat rob