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Washington Mutual

Customer Service Ratings and Comments

Washington Mutual is ranked #143 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 34.37 out of a possible 200. This score rates Washington Mutual customer service and customer support as Disappointing.

NEGATIVE Comments

27 Negative Comments out of 28 Total Comments is 96.43%.

POSITIVE Comments

1 Positive Comment out of 28 Total Comments is 3.57%.

Issue Resolution

Reachability

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • AWEFUL---It take 10minutes to get a real person--then they put you on hold for another 10 minutes
    then they leave you in the middle of the transaction information!!!!

    Anonymous 11/24/09 10:14AM

  • I have had a 6 month battle with Washington Mutual trying to get a "Write off" of my account reversed. I closed a checking account with a check to the teller at the window at my branch. The amount she gave me was 2 cents short. Long story short, even the fax number for WM was WRONG on Experian's website. Nobody could help me.
    I even had a friend who was a loan officer for WM try to help me and they could not.
    I thought I had perfect credit and they STILL have a $41 write off on my account which was their fault!!!!! WM Sucks all the way around!

    Fedupwithbanks 11/5/09 6:00PM

  • I have been banking with Washington Mutual for about ten years. Never had a problem until my father passed away and the manager at my local branch refused to cash a check for me. I was so angry that I stopped going to that Branch and wanted to stop bankig with them all together (long beach on Spring st). Fortunately the branch on Los Alamitos Seal beach Blvd cashed it for me and they were so kind adn didn't understand why the manager would not do this for me at the LB branch. I forgot about it until a few weeks ago my daughter recieved a check from her grandmother for her 18th birthday. Again the branch manager refused to cash the check for 100.00 dollars. I have not forgotten about this time. I am applying for a new account accross the street at Wachoiva on Saturday.

    Anonymous 11/5/09 3:52PM

  • The customer service at wamu chase is totally unprofessional, inefficient and inconsiderate. I called trying to pay my mortgage through the automated service which costs $15.00. I couldn't get through, I called the customer service line and waited for over 20 minutes. I called three times and each time it was that long. When I explained what I was trying to do the customer rep said she had no idea what what was wrong with the automated service and that I would have to pay $20 dollars if she took the request over the phone. In a case like that wouldn't you want to know what was wrong if you are getting complaints so that you would be able to tell other customers if they call in with the same problem. When I asked to speak to a supervisor, my request was refused and was also told there was no one else I could speak to. I have been a mortgage customer with this CO. for 15 years and would not recommend it to anyone. I plan on taking my business to another company where good customer service is a priority. This kind of thing started happening just recently. I never had a problem before. I wonder what could have changed. I have my own opinion as I'm sure others do too. I wouldn't want to do buisness with either of the two ever again.

    Anonymous 11/2/09 12:33PM

  • Your service sucks! I was pushed from Rep to Rep w/o anyone able to help...Called six times..every time ended-up in automated telephone limbo...Great Customer Service...Not. Try hiring human beings.

    Anonymous 10/26/09 6:50AM

  • OF ALL THE MOST STUPID BULLHEADED IDIOTS WAMU HAS THEM ALL

    EAGLES 10/23/09 11:26AM

  • I've had numerous issues with WaMu since 2003. They seemed resolved in 2005, after I contacted the Office of Thrift Supervision. Now, in 2008- present, here we go again! NO ONE can seem to READ my insur. coverage, and WaMu wants to continually IMPOSE flood insur on the property that is ALREADY COVERED! My monthly payments / ecsrow acct look like a roller coaster. At one point I got 3 statements in ONE MONTH, each with differing payment amounts!! I've been lied to by customer serv. reps when I ask for a supervisor. Tiffany Nero, in the insur dept. told me she was a supervisor and confirmed again to me that she was when I questioned it. With my next call (after a new stmt what was also incorrect) I learned she was definately NOT a supervisor. Boy, that builds real trust!! Since the issues still weren't resolved (as of 09/2009) I decided to contact the Liaison that helped in 2005. So much for that idea. The phone number now belongs to an auto locator!...sure hope they don't finance anything thru WaMu!! Who regulates this institution?? From the number of complaints listed thus far, I'm thinking we all need to get an attorney!!...oh, who would it be that handles such a mess??!!

    Anonymous 9/25/09 8:04AM

  • We have had a cash offer in on a "Short Sale Property held by WAMU since the first week of May...Our, nor the listing realtor has been able to speak to the "negotiator" nor any other intelligent life to obtain a status. It's unfortunate, as this is a second home for the seller, and if this doesn't get done by October 4th, he will lose his primary residence....

    Anonymous 9/19/09 9:26AM

  • The worse customer rep i have ever encountered. I decided to move to other banking after banking w/ Wamu for almost 10 years.

    Jessica 9/19/09 5:31AM

  • I had an existing 5-year arm mortgage with WAMU and I went to my local branch to inquire about the exact date which it would be maturing, as I know it was about that time. I spoken to Tina, a WAMU mortgage advisor there, whom she looked up my account on her computer. She told me it had been automatically readjusted to a 30-year fixed at 4.25% to each of our surprise. She told me that that was the best rate she had ever seen and told me not to do anything.

    It wasn't until two months later that my autopayment did not go through. I went back to talk to Tina about it and she didn't know what the problem was and instructed me to send checks by mail. Another month later I had the checks returned to me by WAMU, which Tina eventually discovered that my mortgage did not readjust, but has actually matured. We started a refinance quickly and Tina was supposed to take care of sorting out the payments while we were going through the refinance procedure.

    The refinance procedure had went on for over 7 months, and I learned that Tina didn't do anything to resolve the payment issue, which affected my credit score. I couldn't go to another bank because WAMU had screwed up my credit. I had 47% equity in my home, had a steady income, had significant assets, and an excellent previous credit score, and I can't believe that WAMU couldn't get the refinance through.

    Tina eventually went AWOL and never returned my calls, emails and faxes. I eventually had to let everyone in her branch and her regional supervisors know about her lack of service and responsibilities

    I thought dealing with the same bank to refinance would be easier and faster, but with WAMU it has been the complete opposite.
    Their service is unacceptable, slow, unreliable and incompetitant. They only have one toll free number for all customer service calls, which you have to wait 15-25 minutes until you get an operator who will direct your call. There is no way to speak to a particular person to get to a particular extension, eventhough their mail correspondance they said to call so-and-so or an extension to take care of the issue.

    I was shocked to learn that the Better Business Bureau gave WAMU an 'F' rating. That is almost unheard of for a company that large.

    I had filed a complaint with the SEC, the BBB, the FDIC and the Colorado Attorney General. I had also filed a complaint to Chase (WAMU's parent company) to their Executive Resolution Department, but they are extremely backloged with other WAMU complaints.

    I had eventually learned that Tina was fired from her job, which made me happy, but didn't help my situation at all.

    I had talked a lot of my friends out of refinancing with WAMU, and I strongly urge everyone to do the as I don't want anyone else to go through what I did.

    wamu sucks 7/29/09 9:54AM

  • The 800 number works, but the service provided is poor. They took $68 in overdraft fees, when their own web site was showing enough funds. The trick: posting all the transactions later, short values first. Wamu was broken, Chase will be soon...move your accounts to a Credit Union, were fees are low and they have local branches...no need for 800 national numbers.

    FlorP 5/14/09 7:28AM

  • We have our home financed with this bank. What a mistake? They have constantly shown us late and when I lost my job they were quick to try and foreclose. We put in for a modification and because Fedex was 1 day late getting they paperwork to them they sent me a letter saying they were not accepting the paperwork. I took my saved money to get another place to live and then found out they were going to try to use the paperwork that was sent but did not know if they could because of the deadline. They would call me in a matter of days. YEAH RIGHT! I called them 2 times a day for 60 days..NO ONE returned my calls, no one wrote me..Creditors called with threats and everytime they called they all had different amounts due. No one form the Bank calls..its always a creditor and when you call those numbers listed here all you get is a creditor.Now they are trying to foreclose again because I am behind on 2 payments because of them not replieing back to me to let me know something after trying hard to get in touch with them. Its their fault, they should make it right. I did not get a refund on my other money because she held that house for us for 30 days. Is there an actual Banker There? Or is my house financed thru creditors? Don't bank with them!

    carolinagirl57 4/21/09 4:45AM

  • I have banked with WAMU for over 25 years. I have now come to realize my MISTAKE! I have been paying approximately $250 a month in overdraft charges for over two years now. I was forced to bank here because my husband banks with them. I just learned that having a savings account circumvents this problem. No bank manager, phone-line operator nor bank teller had ever mentioned this to me before despite the fact that they watched this happened to my account over and over, month after month... I wonder why they make money off people this way!!! It's a shame. But I am no longer going to bank with them. I found out i have 52 days to pay anything pending with them and that is EXACTLY what I am going to do. I hope they just close period because they sure don't know a thing about customer service or proper financial handling!

    Matilda 4/20/09 11:21PM

  • Absolutely the WORST bank in the world. So easy to understand why they were the first to fold. Utter infuriating incompetence. It's a matter only of time until someone goes postal on these idiots.

    Anonymous 3/26/09 10:16AM

  • I hate this bank, the employees in store, are, for the most part, great. The 800 number is totally awful, no wonder they went under.

    Anonymous 2/28/09 2:08PM

  • 2/23/09: Phone tree worked great. Without a doubt, the WORST customer service ever. Guess they took their government loans and ran.

    Direct number for mortgage refinancing = 866-888-5935, #2

    test 2/23/09 6:21PM

  • 2 years of making mortgage payments at local branch, have all original receipts. Bank shows us a constant 90 day late for the last 18 months. No one at the local branch or managment seems to care to help.

    Phone tree is lousy.

    Do NOT bank with this company.

    Anonymous 2/18/09 12:49PM

  • this is...without a doubt..the worst bank ever.

    Anonymous 2/13/09 3:09PM

  • I had the same problem with overdraft fees, except my problem was FAR worse. I was expecting a paycheck, which never came, and bought numerous things one day, including sandwiches, coffee, groceries, etc... I totalled $476 of overdraft fees and didn't know it. I spoke with WaMu, and after 3 hours of going to different branches, and speaking on the phone with them, they didn't help but give $200 back... I never had an overdraft before. This was an employer error. I am so irate right now with WaMu... They lost another customer.

    Anonymous 2/6/09 5:51PM

  • wow, they hide this so much on their site, my god. its impossible to get there as i dont even think they say option 6!!

    Anonymous 2/5/09 2:42AM

  • bad and getting worse. been hung up on twice in last week trying to find out the location of a check that they wouldn't accept for ATM deposit.

    WESLEYDUMONT 1/29/09 12:49PM

  • I contacted Wamu customer support about an overdraft charge for $35.00 on my account over a $0.99 transaction with Amazon. My account had a negative balance of $2.00. I was under the understanding that when I opened my account, I did NOT have overdraft protection. The representative pointed out that I did in fact have overdraft protection and because it wasn't a bank error, they are still holding me responsible for the $35.00 overdraft fee. I had the representative look at the history of my account to see if I ever had an overdraft fee. I hadn't had one in over a year. This bank offers no customer service whatsoever. The organization does not empower their employees with tools to assist customers for honest mistakes. I purchased a MP3 song from Amazon that now costs me $35.99! Thanks alot WAMU, you lost another customer.

    boogalooshrimp 1/7/09 12:20PM

  • Washington Mutual customer service is no help at all!!! I tried to reset my secure code on their website and it didn't recognize my card number or name or other personal information. I called and the customer service rep transfered me to Mastercard Assist. Why would mastercard (a different company) be able to access WAMU's website??? They couldn't help me because they have no access to WAMU's website. The Mastecard rep. talked to a rep. & supervisor at WAMU and no one would help her either. They just refered her back to Mastercard's website which redirects me to WAMU's website to set up my secure code???? WAMU stated they don't have website support???

    not satisfied 12/27/08 10:05AM

  • I'm so glad I remembered reading about this site in the newspaper ages ago because I got lost in automated phone hell trying to reach a real live operator through WAMU's menu system. After 10-15 minutes of going through circles and never getting an option for an operator/customer service rep/etc., I gave up, booted up my laptop and found my way here via Google. I did file a formal complaint with a supervisor before hanging up, but I'm sure it won't do any good.

    Thank you, thank you, thank you to the people who created this site and keep it updated.

    Aviva 11/19/08 4:40PM

  • We are another bank that tried to get a Verification of Deposit done for one of our customers and the VOD was sent back with a new address in Texas. So I call the 800 number and asked the person whom could hardly speak English if I had called another country, He said YES. But I did not ask him what country, because he was kind and only doing his job. Of course that was only after I dialed all the other numbers that it said to on this site to get to a real person. He didn't really help me, so I called a local branch and they had me fax it to them so they could fax it somewhere else to try to expedite the VOD for us....

    another bank 11/10/08 1:41PM

  • Thanks a million!!! I tried and it really worked! I was so frustrated, after being on the phone for more than 30 minutes and talking to the automated service, we even became good friends!it is ridiculously how difficult it is to talk to a live person when you call Washington Mutual, I think its easier to talk to George W Bush than with them people!!

    Thai 10/8/08 10:56AM

  • Such an embarrassing several moments.. No one let us know that our ATM card had been frozen after we made a purchase in Mexico using the card.. After scrambling like a lunactic to make sure the funds in all THREE of our WAMU accounts were safe I was finally connected to Fraud protection who tersely told me that it was policy to freeze ATM cards when the owner was a CA resident and made purchases in a foreign country.. thanks for letting me know WAMU. thanks for letting the six people in line at the grocery store who had to wait while my groceries were taken out of my cart when I was told that my card was invalid!! Yes.. it's a lovely protection and I appreciate the efforts.. but please let your customers know to call you before leaving the country.. Mary Lou Kate Robles and Michael A. RObles. Carlsbad CA

    Anonymous 7/9/08 9:17AM

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  • WAMU credit card pay online website was the best. Do any other companies have a similar website? I could check my credit report anytime I wanted. There was also a tab that showed a pie chart of how you were spending your money.

    Mary O' 9/22/09 6:59PM

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  • I used to work for the new accounts department (options 4,2,1). I'll tell you right now if you weren't opening the account, then I sent you right back to the phone tree. I never cared about your problems, I cared about making me some green. And rest assured, having passed on the people who manipulated the automated options right back to the beginning, I made my share. And no one had a problem with it. If you don't know or won't learn how to use it, go bank somewhere else. Stupid and unqualified customers are part of the reason this bank failed.

    Anonymous 12/17/09 12:51PM



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