One West Bank

If banking can be pleasant, this bank comes close. The tellers are very friendly and patient; everybody knows your name. There are almost never any lines. I would give them more stars if not for the cheap perfume (fabric softener?) they add to wash the money they give you and the frustrating two-​page bank summary they send to customers.

Branch manager Scott Roe is a liar and a moron.
One West Bank advertises a free mobile banking application with remote checking deposit, in other words the option to deposit checks without visiting a physical bank. None of the advertising mentions restrictions, terms or limits, including the Google Play Store where I downloaded the app.
I bought a smartphone for the specific purpose of depositing checks to save time and money. Before my purchase, I checked with the online customer service representative to find out what kind of phones meshed with the app. To my delight, they said all.
With my new phone in hand I completed the arduous credit report quiz to verify my identity and logged into the application only to find the remote deposit feature absent. I signed in and out several times to determine if it was a bug, but the checking option simply wasn’t there.
I called customer service and received a few different responses.
«Reinstall the application… No. You won’t have to re-​answer the security questions.» I had to.
«Please continue waiting on hold. Our customer service representatives are busy assisting other customers.» I waited for an hour and no one picked up.
«That’s weird. I’m not sure what’s wrong. Everything’s fine on our end.» Clearly.
A few days later a customer service representative explained I was ineligible for the service because my balance had dropped below $ 1,000 in the past 90 days – my balance at the time of the call was over $ 1,000. The one grand requirement for remote checking didn’t pop up in their advertising, on the Google Play store or during previous conversations with call center employees. I pointed out that not mentioning terms and services in advertising is a violation of free enterprise code, laws that require businesses to deliver services as advertised and for the price advertised.
The representative, Martha C., gave me several long winded, verbose explanations of her confidence in upper management’s compliance with the law then told me there was nothing she could do about it, but forward it to the manager of the bank where I opened my account, which was many miles and three bus transfers away from my current place of residence.
Two calls back to customer service later, enter Scott Roe.
Branch manager Roe listened to my explanation of the issue and, carefully choosing his words so as not to imply the bank was at fault, posed a few questions. He then told me he’d have to do some research into the issue and asked me when I’d be available to speak again. I told him I had work during regular business hours the next two days, but would be available to speak on the following Friday. He agreed to call then in the afternoon.
Instead of contacting me during the agreed time, he left a non-​descript voicemail asking me to give him a call the next day while I was at work.
He didn’t call on the Friday and I filed a complaint with the Better Business Bureau. I emailed Scott telling him I wasn’t interested in wasting my time on the phone with him or his customer service employees anymore and to deal with them. He never contacted the Better Business Bureau and, in a conversation with an equally incompetent branch manager in Long Beach, put in my customer file that he made himself available but I refused to talk to him.
Real classy, Scott.
That was May. Now, toward the end of July, the company claims its a technical issue. What a joke.
His phone number is 310−858−0183 in case you want to discuss the issue with him.