ComplaintsforWintrust Financial Corporation

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I find it interesting that it says a credited since June of 2016, when in July 2016 They stole over $30,000 of ***** money from me.They misappropriated my ***** and kept it for themselves and put me in financial ruins and then once again did the same thing in 2019 still another $7094.00 stating it wasnt mine and its still a lien on my house and I have paper stating otherwise they continuously lie for fraud for profit and they never returned the ***** funds they claim that wasnt mine. They kept it for themselves. And in 2016, I paid $27,000. In interest to the **** but they cannot explain that what it is is that was supposed to be put towards something called bone B, which was a rears and instead they put it to interest.

  

  Business response

  10/25/2024

  Wintrust Mortgage

  October 25, 2024

  ****** ******
  ******************************************************************

  
  Dear Ms. ******************** received your October 4, 2024 complaint filed with the Better Business Bureau, as well as the additional communications related to the same concerns, and would like to take this opportunity to respond.
  In regards to your concerns related to your loan modification in 2016, we stand behind our previous responses.

  
  Additionally, we have reviewed the payoff letter you provided from **** regarding assistance they provided to you in 2018. The payoff document dated September 30, 2024 appears to be inaccurate. The $7,094 you questioned was sent to us in error by **** and was therefore not applied to your account. We are attempting to notify **** of their error in your payoff quote.

  
  Sincerely,

  ***** ******* AVP, Complaints Manager

  Customer response

  10/28/2024

   
  Complaint: 22375308
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My sister and I submitted a request for records for a probate estate matter. Bank refuses to provide the documents. Phone calls made to bank at the end of April 2024. May 9th request made to speak with a manager. Voicemail left for ************** She did not respond. Phone call May 15th told ************** would call. She did not call. Placed call later that day for ************** She was on the phone and would call after she finished. No return call. May 16th call made and finally received the process to make a formal request. Mailed information to the bank, tracking shows it was received by the bank. July 15 called the bank due to lack response from them. Bank can not find the request. ************ will states she will call me back. No call received. July 19th phone call to bank. **** S on the phone will call back. No call back received. Over a month later of waiting, mailed a second records request on Aug 16th and tracking shows delivery attempt made on Aug 17th. Bank does not call. August 22nd called the bank to speak to a manager. *********** says no one is answering the bank phone. The person trying to reach the bank states they will email the managers. They also provide the fax number for my lawyer. My complaint is that the information the bank needed was provided yet they still refuse to be provide the information and/or follow up on the request. We needed these documents for the estate months ago. They are vital. Now we have wasted almost 4 months. All we want are the records we requested.

  

  Business response

  09/12/2024

  Dear *****************************,
  
  We received your correspondence from the Better Business Bureau on August 22, 2024, regarding your experience communicating with us about an estate matter.
  First, we are sorry to hear of the loss of your family member and we apologize for the difficulty that you experienced communicating with us about this matter. Unfortunately, our records do not reflect that you are an executor of the family members estate,nor do we have a small estate affidavit on file naming you as an heir. As a result, we are not able to release information to you regarding whether your family member maintained an account with us. 
  
  We appreciate the opportunity to review and respond to your concerns. 

  Customer response

  09/13/2024

   
  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

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sister and I submitted a request for records for a probate estate matter. The bank refuses to provide these documents. Phone calls and inquiries began at the end of April 2024. May 9th requested to speak with a manager. Left a voicemail for ************** No response. Called May 15th told /************** was in route from another branch and would call. No call. Call placed later that day for ************** Told she was on the phone and would call afterward. No call. Called May 16th and request process provided by ****. We sent information to the bank, tracking shows it was received and signed for on May 28th. July 15 called because bank had not responded. Bank states they can not find the request. ************ will call me back. No call. Called July 19th **** S on the phone will call back. No call. Aug 16, mailed the records request a 2nd time. 8/22 called to speak to a manager, no one is answering the phone. The person trying to reach the bank states they will email the managers. They also provide the fax number for my lawyer. My complaint is that the information the bank needed was provided yet they still refuse to be forthcoming with the information and/or follow up on the request. No one is taking ownership to do what needs to be done and we need these documents for the estate months ago. They are vital. Now we have wasted almost 4 months and it occurs to me that perhaps the bank has no intention of fulfilling the request and are illegally withholding this information for some reason. All we want are the records we requested.

  

  Business response

  09/12/2024

  Dear *****************************,
  
  We received your correspondence from the Better Business Bureau on August 22, 2024, regarding your experience communicating with us about an estate matter.
  First, we are sorry to hear of the loss of your family member and we apologize for the difficulty that you experienced communicating with us about this matter. Unfortunately, our records do not reflect that you are an executor of the family members estate, nor do we have a small estate affidavit on file naming you as an heir. As a result, we are not able to release information to you regarding whether your family member maintained an account with us. 
  
  We appreciate the opportunity to review and respond to your concerns. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I completed a Zelle payment under false pretenses. I was messaging with someone I know on ******** from my hometown and was purchasing tickets from her. Upon receiving my payment, she blocked me and did not complete her end of the transaction (the ticket transfer). I reached out to her family members to try and resolve the issue on my own and they notified me that her account was hacked recently and she did not have access to the messages. It is my understanding that I was messaging with someone else, the person who hacked her. I called Zelle and my personal bank immediately to notify them of the situation. They have offered no assistance and their investigation did not result in me being refunded the money I lost. This was not an authorized bank transfer because it was completed under false pretenses to someone who was pretending to be someone else. My bank should be protecting me in this scenario and they have not helped me. ***** offer fraud protection for unauthorized transactions, but not for authorized ones, and banks consider being scammed an authorized transaction because *I* willingly handed over the money. That is not correct. I started researching The Consumer Financial ******************* and a federal law called The Electronic Funds Transfer Act, and the part called Regulation E (covers unauthorized transactions and explains in detail all that's included). The way the **** sees it, if someone induced, or tricked you into transferring money, even if you agreed to it, your bank has to reimburse you. It considers money transfers made under false pretenses, i.e a scam, to be an "unauthorized transaction". I contacted my bank and informed them of this. After a few back and forths, run-arounds, and being assigned a case manager, they still refused to refund my money.

  Customer response

  08/21/2024

  Please see attached for investigation documentation. 

  

  Business response

  09/11/2024

  Please see the attached response. Thank you. 

  Customer response

  09/12/2024

   
  Complaint: 22169449
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by the bank on July 16, 2024 about an charge showing made and they wanted to confirm it was a charge I made. (I believe in the amount of $2,300) I advised I did not make that charge. The representative advised me she was going to file a fraud case and attempt to escalate the issue as it was such a high amount. On July 17, 2024 two additional charges were made (in the amount of $2,500 and $1,500) all amounts taken by Crypto.com. Therefore I contacted the bank and advised them of the additional charges made and an additional fraud case was filed. I did not make any of these charges. First, the bank **** advised me it would be escalated and credited back to my account in a few days. I let the week go by and contacted again, I spoke with Branch manager "******," and she was extremely rude. When I attempted to speak to her about the situation, she advised me she did not know the fraud space and did not know the process. She indicate, they would not escalated and I had to wait 10 business days. Today is the 10th business day (July 30, 2024) I have it in writing indicating my account will be credited for the fraudulent amounts and nothing has happened. I called the bank this morning and was advised they have not looked at the case and have until the end of business to complete their investigation. I just want the funds placed back into my account. I have bills I have to care for and no one at the bank branch seems to understand how crucial this situation is. I was told, oh well we have so many fraud cases its hard to keep up. Honestly, that is not my problem. Please help me.

  

  Business response

  08/26/2024

  Our bankers have tried to contact you a few times, but you were provided the credit to your dispute within 10 business days per regulation. If you have any additional questions, please contact the bank to discuss this further. Thank you. 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began doing business with this **mpany Feb 2, 2024 under the false pretense they would provide **verage to allow me to secure a **ntract for my small one man business with a local furniture store. They were referred to me by the furniture **mpany en**uraging me "we have done business with them and they know exactly the **verages you need in order to secure this opportunity". Long story short it never happened. They stole the first ******* on 2/2. They gave me the run around that all of the issues with the lack of **verage to secure the **ntract was my fault, and I needed to pay another **mpany ****** on 2/12 in order for things to go through and allow me to move forward with the furniture store. 3/15 They drafted ****** from my bank acct. 4/12 They drafted ****** from my bank ac**unt. On 4/26 I became frustrated with the process, I still didn't have the **verage needed and never started working with the furniture store so I reached out again this time via email for the 2nd attempt instead of phone to start a paper trail since I started to notice the lies by phone, they never knew I didn't have the sufficient **verage, and they never knew I wanted to cancel if they **uld not give me the **verage needed to do what I was referred to them to do. Although I have proof of the email I sent on 3/8 to Superior explaining the discrepancies and intent to cancel as well as a letter on 3/1. Finally on 5/7 the auto draft payments stopped after my formal cancellation request. It is now 7/27 I have never secured the opportunity and all of my money have been taken under false pretense. To add insult to injury this **mpany **ntinues to bill me for insurance never received and a policy they never provided the adequate **verage to help me. FIF **ntracts with insurance **mpanies and the ** has to return the funds if I cancel. Pursue them not me! Especially if I have provided sufficient proof of my cancellation with the **mpany. The most recent statement was 7/15/24 for ******* due.

  

  Business response

  08/13/2024

  Please see attached response. Thanks. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was defrauded by a person that added my credit card and debit card information to her digital wallet. The woman that runs the branch harrassed me for not filing the claim sooner and disconnected me from Wintrust.

  

  Business response

  07/02/2024

  Please see our attached response. Thank you. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have issued two checks and both checks were returned which destroyed my relationship with my bank.

  

  Business response

  05/21/2024

  Hi ******, 

  Can you please tell us which bank branch you're a customer at? Once we receive that, we'll be able to look into this further. Thank you.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding a VA Assumable loan. My mortgage is currently with Wintrust and my buyer is trying to take over my VA loan. *** made numerous phone calls, spoke to many associates, and have been provided inaccurate and confusing information and timelines. Ive been transferred to different departments, placed on hold, and no one can help or provide what I need. It would be helpful to have one point of contact and we cant even get that. Some employees say 4-6 months. Even 6-9 months. Others 90 days. How could it be possible to take this long to get an assumable mortgage approved? How does each employee say something different? Other banks have told us ***** days. We wish we were using those banks because it cant be possible to take 9 months for an assumable. Your bank is the absolute worst and we currently have no resolution. It got to the point where we have to make a complaint because we are getting no where. We put trust in your bank to assist us and we cant even get that. We have no accurate information and we have a buyer that is waiting on standby. Wed appreciate if someone can please contact us and help us through this as soon as possible to get this process started and finished in a timely manner.

  

  Business response

  05/09/2024

  Please see attached resolution letter. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good evening,Today I went to the *** today (4/5/2024) located in Hyde Park ******* to deposit my rent money to make payment.. I deposited $1,200 into the *** and quickly received an error message saying Technical problem has occurred.. I hurried into the bank to resolve the issue and was told to allow 7 business days. Unfortunately my rent is due today as I frantically explained to the banker who was absolutely rude to me and would not help resolve my issue.. I even showed the attached receipt. Please help me as tomorrow 4/6. A $100 late fee will be applied this is know fault of mine and apparently has happen before a sign should be placed on the *** STATING OUT OF ORDER. Please credit my account while you are investigating. So I can pay my rent, Also the banker told me I can no longer bank with Wintrust a trusting bank! Im very disappointed and NEED MY MONEY!

  

  Business response

  04/16/2024

  Please see attached document for official response. 

*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. ↩