Laurel Road Opiniões 607

Stay far away from these clowns. I had no problems for a while with laurel road but then randomly after my girlfriend tried to send a wire transfer to make a purchase (which they called twice to confirm it was legitimate), they froze ALL of our accounts with zero warning. The wire didn’t go through for whatever reason so we missed out on being able to make the purchase and it’s been over a week with all our accounts frozen, calling them every day to try and fix this and no one helps us at all they just keep saying sorry it’s with the fraud department there’s nothing we can do to expedite the resolution even though I am unable to make credit card payments, unable to get pay rent (already got a late fee). They said they sent a letter to me to let me know about the “account review”, still haven’t received this letter, they didn’t try and resolve this before freezing my accounts, and they didn’t call me to let me know what was going on, when I called they gave me different information as to what happened (different timeframes for how long to fix it, different reasons for why it was frozen / sometimes saying they don’t know why it was. Please do not waste your time with these clowns, don’t support them. It should be illegal to lock all of someone’s accounts with no good reason. They are telling me it could take up to 30 days to get my money back. I’ll never use Laurel road again.

The experience was great for a while. Then, in April 2024, they changed their terms for direct deposit. I have my employer direct deposit set up which uses ACH. So I never thought I would be affected.

I called Laurel road when I did not get my 20$ monthly bonus. They asked me to submit my paystub, which I did. I heard NOTHING for weeks. I contacted them weekly. Annoyed that I sent so many people to them for their good customer service. Only to receive nothing in return.

Now I just got a response saying my request was denied. No one called or emailed. This was over chat. Terrible. No reasoning. Nothing. Leaving asap.

A lot of companies try and build trust with their customers by doing what they say they are going to do. Laurel Road breaks from this tradition by doing the opposite. As a bonus, they have the slowest mobile app I have ever seen, it feels like I would get a faster response via carrier pigeon than using their app. This is secondary to their duplicity, but is still worth mentioning.

I opened a checking account and did direct deposit. Then Laurel locks my account and claim they are doing security review. I called their customer service and the guy kept telling me they need 30 days to conduct review.
This is the worst banking experience I have had in my entire life. Could you not have conducted your review before you allow customers to start operating the account? How can you lock up my money and then start security review for 30 DAYS!!! This is terrible. Terrible awful service!!!
Wish there was zero stars!

Their customer support is such a joke. I've been waiting over 3 weeks for help with their constantly bugged IT issues. I get some stupid reply when I reach out again asking me what is the issue as if I never reached out to them at all. Incompetent.

Randomly locks your account for weeks on end every time you try to withdraw money (to accounts you have already verified). They were able to reverse it relatively quickly the first time when they requested documents for verification, but it's been locked again for upwards of two weeks and the person on the phone just says "there's no information we need at the moment, the fraud department is conducting a security review and your account will be locked for up to 30 days." They even sent me a letter saying I had "confirmed fraud on my account", which I hadn't. The interest rate is good, but it's for a fundamentally different product than advertised since you won't have easy access to your money.
EDIT: The day after I posted this, they unlocked it. so I guess, if you want access to your money, just leave a 1-star review!
EDIT 2: Just to be clear, they never requested any information from me to "ensure my identity" during this, instead they tried to get the review taken down by submitting a clarification request on this platform, which would have auto-deleted my review after 3 days. Hey at least whoever monitors these is doing more work than their fraud department...
EDIT 3: they just sent me a letter saying they're closing my account. Do your sanity a favor and avoid Laurel Road

Need to save money!
Easy to open an account.
Thanks, Laurel Road!...

my account has been suspended for weeks and i might not get access to my account( which has almost of my money i have) for up to 90 days all because of a minor issue that every other bank would have resolved in a few days

Great online chat service. Great rates and checking incentives too.

I had such a horrible experience with them. Stay away!

Update from my last entry. My account was unlocked and then locked again a few days later. Spent 30 mins on phone while being transferred around 5 times to find out Laurel Road was closing my account. Whatever, just send me a check. Before I could give a mailing address, I got hung up on. Ignore the 5% savings rate. They are banking terrorists and they will take your money hostage.

I almost never write reviews, and never bad ones, but I wish somebody had warned me…so here I go.

I opened an account, and deposited some money I would use to pay bills through their online billpay service. Apparently making a deposit and then having money withdrawn from an account is not normal banking in their eyes – so they locked my account due to these “suspicious activities” . And could give me no timeline on how long it would take to complete their investigation. Unfortunately for me, I also arranged to have my paycheck electronically deposited to them, since they offered a $300 bonus for that. Since my account was locked, the deposit of my paycheck was rejected. And it took more than a week for me to get my money. When I told them I still expected the $300 bonus since it was not my fault they locked my account, they sent me a very cordial letter saying they were “ending their business relationship with me!”

In the short time I was their customer, there were actually several other problems as well. But hopefully this will be enough for you to find a different bank.

they locked my account and are holding my money from me as well. their customer service is closed. this is friday and it tells me to call back monday lol i can't wait for monday i need help NOW! i'll be closing the account monday when i call
UPDATE: when i called back first thing monday morning they told me my account had been locked for my "safety." that my account had been accessed from "multiple locations" and that was somehow odd. I have two phones. a work phone and a personal phone. I have the app on both and check my balance from both. i also occasionally will check my account from my computer at home. I have ALWAYS done this since opening the account YEARS ago and nothing was odd about it ever, there were no fraudulent charges on my account and i had never called them with any issues. the lady told me they wanted copies of my license and social security card and a copy of my phone bill. i told her that I had done most of that when i opened the account and she replied "not your phone bill," well, here's the thing. you HAVE my phone number and if you want to verify it..i just called you on that phone number and i'm sure you have caller ID. look at it. send a code to my phone and i'll give you the code or even simply call me back and i'll answer. that wasn't good eough. i emailed them copies of everything at 8:30 am and told them i had went to the emergency room friday and needed to get my prescriptions from the pharmacy but they had locked my access to my money the entire weekend . she promised they'd review everything asap and open my account before 4pm at the latest. they finally unlocked my account after numberous calls at 6:30 pm. 30 minutes before that pharmacy closed for the day. the minute they released my money i cash apped the total balanced out and into my other account and will never trust laurel road again. I asked them to close the account but to this day it remains open. i won't be using it ever again and would advice you not to place your money and your trust in this bank

Opened my account in July and left today. I could not take their lack of customer service any longer. Any time you call with a question of why a transfer takes 1 week to another established bank, why you are not receiving your paper bank statements, or why you cannot make a payment thru Zelle, the answer is always the same. The person who answers the phone knows nothing, they put you on long holds only to come back on the online to say they need to send the issue to the "ESCALATION DEPARTMENT. No one ever contacts you back...never . When you call back in to ask why you have not heard anything, the process starts all over again. Then if you contact the parent company KEY BANK they say they have nothing to do with Laurel Road and they too, refuse to help.
There is no accountability at this bank and no one cares about you as a customer or your money. Quite frankly, I found it scary to deal with them as they had control over thousands of dollars of my money!
My advice is...do not open an account with this bank or their parent company Key Bank. Deal with a bank in your town so if you have a problem you can walk in the door and have a conversation and get it worked out. Laurel realizes you are not able to physically walk in, therefore stalls and lies to you over the phone. Just awful people!

Mostly-online bank that has sign up offers but is notorious for locking funds and accounts when you attempt to withdraw. Check the other TrustPilot reviews for hundreds with the same experience. My account has been locked for weeks, and despite filing complaints with the Consumer Financial Protection Bureau, Better Business Bureau, and the state Comptroller and threatening legal action, they still have not even reviewed my case yet, as I am told by their awful customer support. Fraud of a bank and their actions are illegal - avoid! Also their mobile app sucks

Edit: in response to Laurel Road's incorrect reply - this is not for my "safety". It is to clearly to prevent me from withdrawing my money. A "review" that takes multiple weeks with no responses is not a "review" - it either reeks of gross incompetence from the top down, or is a scam.

Alright. Good offers.

This financial institution is the worst I have ever experienced. With this being an online only institution, relying heavily on the internet and technology, they waste so much time by requiring some of the most important aspects of the industry (i.e. setting up a Cash Advance PIN, refunds, etc.) being solely physical in nature.

This is the 21st Century!

I reached out to my other financial institutions, to get information as to how the practices that I was experiencing measured up with the rest of the industry, and Laurel Road is nowhere near the industry standard. I have been waiting over a month to receive my physical PIN mailer, with more than 3 calls about that in particular, and the mailer still hasn't been sent.

If they are so out of date, as an online only financial institution, with their digital practices, how am I supposed to know that my financial wellbeing is secure in their hands through their digital security practices. I CAN'T!

I will be leaving here as soon as I find a better replacement, which won't be long, I'm sure.

It’s been a pleasure setting up our new account. Everything has worked out just fine along with a bonus and continued rewards for depositing our checks. I never have to wait long to speak to an agent.
and they all have been friendly. I left a bank because we were not getting good service. Their online banking works really well.