ATB Financial Reviews 148

I finally got through to Janine today as I was directed by AI because I needed to verify something in my accounts, and she spoke clearly and helped me 100% I was grateful for that!
Now as far as not being able to speak with our local bank agents that's another story.
The wait time on these calls are bad!
You are replacing people with computers which feels cold and undervalued.
Janine made me feel better 100% but the whole banking AI thing is something I have a hard time with.
I don't do online banking because I don't trust it.

I have been trying to get info on my rrsp accounts on phone and have been on hold for more than 41 minutes. 2 times it has come on saying my call will be recorded etc etc and then it goes right back to the lousy music each time and I am really sorry I have once again wasted my time again.
I had been told my wait time would be 15 minutes and then 20 or more minutes later it was approximately 5 minutes and then still nothing.
Unacceptable in my opinion

I call Atb Bank at 10:30pm to my surprise I had the greatest r customer service Rep ever I think his name was Brad or Chad but whoever I spoke with was absolutely great help with my problem. I recommend ATB to anyone who needs a bank

Absolutely horrible experience with ATB. They have locked my card 3 times for no reason. When I call to get my card unlocked they tried explaining to me that my spotify payment that comes out every month for the past 5 years is suspicious activity and thats why their system locked my card. I am so beyond pissed off. Their app doesn’t even work 90% of the time. I have to log in through safari and then open it in the app to be able to use it. If I try to log in using the app it loads forever and then tells me there was an authentication error. What the hell am I even paying bank fees for. This whole company is a scam.

If I could give no stars I would. As of right now they refused a pay to close because they put my account over 10 thousand in the negative simply because a Cra wrote a demand letter requiring to pay. They will only communicate by mail and are demanding I sort things out with Cra even though nothing In our agreement specified that they would fraudulently create debt to pay a Cra imagined debt. They deal constantly in bad faith not giving payout statements ect. They move money to give themselves leverage trying to create default because they know I will out wait them. Save yourself the trouble and deal with a credit union and keep as much. Ash as you can

Yesterday, I went to ATB Sage Hill, to replace my debit card, which was cracked ... a simple thing ... as I walked in, a black fellow, obviously perturbed, left in anger ... whatever, I thought ... then I noticed, only one teller ... one ... dealing with a customer ... one!!!! ... and then she went away, to the back ...I took a picture ... no one at the counter ... I could have robbed the place! LOL! ... I finally did get help, 15 mins later ... and the girl did her best to help me ... it's not her fault, that ATB management is out to lunch ... I've dealt with ATB now, for 25 years, and I have never seen such a decline in service ... it is completely disgusting ... execs making big bonuses, while customers suffer ... inexcusable!

ATB commercials and messaging are all about talking to a live Albertan, which may be true.... eventually. I tried for days following the phone tree to get to talk to someone about contacting my branch as well as leaving voicemail messages at the branch and after 1 week, I still haven't been able to talk to a real person. Up until this, I have never had issues and actually like the customer service. Hopefully whatever is happening will be resolved.

We ordered new cheques from Staples on the advice of our manager. We never received them, but someone managed to get their mitts on them. (This is a different problem between Staples, UPS and the supplier.) They wrote themselves a cheque, no signature and ATB cashed it! I went in person to the bank within hours of receiving an email notice of the withdrawal. The bank refuses to cover the fraud. Their BS excuse is that I was supposed to have notified them on the date the cheque was posted. This is not possible with their systems and even less on a holiday. How does a bank even cash a cheque with no signature?

After being a faithful customer for a decade they are assisting companies in stealing money fromy accounts, removing the transactions from my statements and gaslighting me to try to make me believe it didn't happen even with screenshots and receipts provided. Will be closing accounts now.

Ellen Villanueva helped us with all our financial needs. She quickly made us at ease and confident she could help us. Over the next couple of weeks she stayed in touch and kept us update on all the processes. Happy to say we are 100% satisfied and would recommend Ellen at ATB. Thank you

My son has been trying to setup his online banking unsuccessfully because of his speech he's been told they can't understand him, I can't speak with them or just hung up on. Today we reached a very patient and understanding lady named MONTANA. I spoke with her briefly and explained his disability and what he was trying to do and she said she would do her best to help him. I passed the phone to my son,she was so kind ,even after having to repeat instructions multiple times,she encouraged him when he was getting frustrated but eventually after 45 minutes she managed to get him setup Her patience and understanding was greatly appreciated. I wish other staff was as considerate and understanding, maybe instead of being rude or hanging up on your customers they might ask if he had someone they could speak to to understand what he was trying to say, so they're able to speak with him regarding his inquiry with some understanding.
Can't thank Montana enough

Horrible bank, commercial lenders no idea of there own products, don't return calls or emails, go elsewhere,

On several occasions, when I have gone to take a withdrawal from an ATB bank machine, I have been shorted. I have not received the amount I put in for withdrawal. Multiple mistakes with their machines dispensing the money. The trace team takes in excess of 10 business days to resolve the issue. Up to three months to get your money returned. I have spent hours on the phone with ATB trying to get this resolved. I keep getting told it’s under investigation. I’ve lost a couple hundred dollars.

What a horrible bank. They told me they're "in line" with the government's views on lgbt.. they won't show new transactions in your account on weekends. But they'll damn sure charge you monthly fees 5 days after the first day of the month. They'll lie and your transfers won't be consistent with their timing. The tellers are absolutely useless and underpaid.

This bank has the worst online platform with nothing but errors. I can never get into my accounts as it comes up in error and says to 'try again'. It's not an error on my end, and with constant calling and complaining nothing has been done to resolve this. I've been told I have to use Google Chrome, however that is not correct or the solution. I've been loggin in with Firefox for the past year. You can't force customers to use Google, the worst search engine for security. The last straw; I went on Holidays for a month and had zero access to my banking the entire time even though I had Starlink-Secure Internet connection. I get home and I still cannot access my ATB wealth account. There's security and then there's this mess. No one seems to be able to know why or how to fix it. The final contact I had been transferred to 3 different departments to just get access to my main bank account, answering the same security questions to each person even though I was literally just transferred from ATB employee and I still don't have access. Fix your garbage website! It's not hard, I even have my own SECURE website! Time to switch, I don't have time for this! You're not working for Albertans, you're pissing them off!

I've been banking with ATB for over 30 years, and my recent experience has been incredibly disappointing. I specifically instructed them to withdraw my property tax payment from an account with sufficient funds. Instead, they mistakenly took it from an account I intentionally leave empty.

When I reached out to resolve the issue, the bank staff showed no interest or effort to assist. They seemed entirely uninterested in correcting their own mistake. The branch manager, in particular, was dismissive, rude, and displayed a highly unprofessional attitude.

Due to their complete lack of accountability and poor customer service, I've decided to close my accounts and move to another bank.

I strongly advise against banking with ATB Financial. Their treatment of customers and their handling of errors is totally unacceptable.

Called Customer Service 3 times to change my address as the online system does not work. Listened to the voicemail prompts, 3 times. Was told each time that it would be a 5, 5, and 10 min wait. No one answered the phone. Once I move back to Alberta the first thing is to switch banks. Useless people!

Absolutely horrible.....76 years old female.....moved all my investments to them in good faith..stupid move.They cashed out ALL my previous investments without warning of the consequences....I got charged mega penalties for early withdrawals. I went through their time consuming three step complaint process...done by them..,which took forever...and of course they found for themselves. What a bad time in life to loose thousands of dollars. No heart ...no empathy, no morals just plain greed.
AVOID this establishment!!!!!!! And warn your friends.

I deal with the strathcona branch and there's always only 1 teller working and it's always too hot in the bank

No option whatsoever to purchase farm land under 100,000$, any call back or taking alternative lifestyle options seriously. Always contacting employees who know nothing about this and unwilling to do anything. Plus work hours are outside of accessible times.