Met Ms. Ellen Ho and Ms. Carol Wu at the DB branch and resolved the issues with incompetent employees Connie Weng and Joanna Shu. Waiting for Ms. Ho to let me know where I can obtain one more box of pennies. read more

Cathay Bank - Apology from Cathay Bank CEO - Banks & Credit Unions Near Me - Diamond Bar, California

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A Longtime Cathay Bank Customer's Account Was Compromised, Resulting in Unauthorized Transfers and a Refusal to Refund I have been a customer of Cathay Bank for over 30 years. In early March, a total of $14,590 was stolen from my account through unauthorized transfers ($2,540 on March 4, $3,100 on March 5, $3,250 on March 6, $5,700 on March 7). I discovered the fraudulent activity on March 7 at 12:55 PM while withdrawing money from an ATM, and I immediately entered the branch located at City of Industry (1250 Fullerton Rd, City of Industry, CA 91748) to inform the teller about the unauthorized transactions. I then filed a police report. A few days later, I discovered that my identity had been stolen and my Social Security number had been compromised. I immediately notified identitytheft.gov, the three major credit bureaus, and the bank. On March 12, the bank refunded $5,700 and informed me that the remaining unauthorized transfers were under investigation. They asked me to wait a few more days, which I agreed to. On March 26, my wife went to the bank to inquire about the investigation's progress. The bank just gave her a printed letter that stated that we had authorized the transfers. With no other recourse, we filed complaints with the CFPB, DFPI, FDIC, and BBB. I also visited the bank mostly every other day to explain that the unauthorized transfers were not done by me. Despite providing evidence of identity theft, the bank remained adamant about refusing to refund the stolen funds. Cathay Bank responded to all of our online complaints with the same generic response that was copy-and-pasted (other than the date) and then closed all of our cases. We were extremely disappointed and helpless with Cathay Bank's handling of the situation. We have two minor children, and we need our money. As a last resort, we contacted an attorney to help us. Cathay Bank continued to delay the process. On May 14, we received a response from the Cathay Bank attorney stating that the bank would not refund the money because all of the transfers were made from the same IP address, the same username, and the same device that logged in 10 days before the theft (around 1:00 AM on February 24). They claimed that this IP address was mine. However, upon reviewing the response, I discovered that the IP address and device were not mine. On top of that, at the same time I was reporting the crime to the bank on March 7, the unauthorized transfers were still occurring (same IP address, 3/7/2024 13:03, $1010). The bank's investigation unit was aware that my IP address was different from the fraudster's, but they still refused to compensate us. The only reason they refunded the $5,700 was because the bank was able to recover the funds. Cathay Bank also claimed that we received email notifications before the transfers, but I never received any such emails. I raised the concern that the account settings had been changed by the fraudster, but the bank insisted that my account settings had never been changed. However, the evidence provided in the opposing counsel's response clearly showed that the account settings had been changed multiple times. In one instance it even shows where a bank employee logged in and changed the settings one minute after the hacker logged in at 3:09 AM on February 29, which is suspicious activity in itself. Furthermore, my wife is the primary account holder, yet she never received any notifications from the bank regarding the account setting changes or the unauthorized transfers. This is clearly unreasonable. On May 17, I filed another police report and submitted my IP address to prove that it has remained unchanged since February. I also requested the police to track down the criminal's IP address. Since it was due to the negligence of Cathay Bank or an insider job, Cathay Bank is responsible and should compensate us for the stolen funds, yet they continuously refuse and even accuse us without substantial evidence or grounds for their justification. I have done everything in my power to resolve this issue, but Cathay Bank has left me feeling utterly helpless. Cathay Bank has made such an absurd decision. I have now transferred most of my deposits to other banks for security and urge others to consider doing the same, as the information provided in this statement is true and accurate to the best of my knowledge. Furthermore, if Cathay Bank believes I transferred the funds, I urge them to file a complaint and take me to court. read more

Their manager is a super nice lady. She is very patient and always explains things clearly to her colleagues. I think the people who work in this branch are very lucky! Their bank is not busy at all so you don't have to wait. staff is very friendly. read more

Great customer service at this branch location. Representatives always welcome the customers with greetings and smiles. It is a very positive environment, and I've had pleasant experiences working with them. They are helpful and quick to address my issues and courteous. Highly recommended! read more

I really love this location!! It is so tidy, well stocked, and organized and the Employees are all so focused and friendly. Linda helped me today and she had a wonderful hospitable Ease about her. She assisted me with depositing my check quickly and was so fun and interesting to talk to too. Thank you to this Team for keeping the Flow of the Operation so Cheerful and Efficient!! I always look forward to coming back here because the Team Members are so consistently well trained in Professional Finesse and Quality People Skills read more

This Cathay bank in diamond Bar is the worst bank in California !!! They don't know what they are doing from the manager to tellers. They are very impatient , lazy and rude. They should be fired. Don't come to this location or even this bank. The quality of their service sucks. They often give you tricky suggestions. Don't go there or you'll be deeply regretted. read more

Very professional team, know what they are doing and also have a passion for everything in customer service. I opened my debit card and checking account there today. Linda and Carol are really knowledgeable and helpful. They also gave me a chinese calendar as a new account holder. read more

DON'T BANK WITH CATHAY BANK!!! Cathay Bank doesn't protect their customers when frauds happened. My father's account had 2 forgery checks issued, we filed a claim regarding the forgery, they did nothing, with any American banks, they will issue credit to you immediately while claim department do the investigation, the lady at the Diamond Bar office, refused to notarize for my father on the claim form, we had to get it notarized elsewhere then came back to submit the claim form. Then they did nothing, one month later, we didn't receive any acknowledgement or status letter, I called, they said the case was closed because the signature looked alike, even though my father told them again and again that he didn't write these checks, can you believe that? they chose not to believe the account holder's statement and did nothing to protect him. DONT BANK WITH CATHAY BANK XXXXXXX read more

I don't have an account with Cathay but they were the most helpful and polite out of all the banks in the Diamond Bar area. Not only did they provide me with the information I needed, they were generous in sharing their red envelopes and providing step by step information I needed. There was very little wait time and they continually answered my questions to the best of their ability. Their customer service exceeds expectation. read more

This Cathay Bank almost made me switch to another bank. My family has been with Cathay for a long time and for the most part, I stick with the branch in La Puente on Colima road. This one is much closer to my house since I moved but I think I'd rather drive to LP any day than come here now. Since Jen N. reviewed this place, they've updated their ATM machine but now that it's in 16-bit color and not running in MS-DOS, I'm not sure the improvement was worthwhile. I came here through the traffic on Grand Ave from the 60 freeway, and it was a pain in the butt but only a slight detour from my way home. I wanted to simply deposit a check to the ATM machine after hours and mosey on home. I pulled up to the bank and noticed they updated their ATM. I get up there and start setting up. As I'm prompted to put my check in an envelope, I notice that there ARE no envelopes. As the machine loudly taunts me to put money into it. I fluster to find any envelopes around the area. The machine beeps at me asking me if I want to continue. After like the 4th "yes, I would like to continue" I finally gave up. "Heck no I don't want to continue, give me an envelope!" Got in my car and drove off about to scrunch my check into a ball in frustration. Not this Cathay Bank, and likely when I get married, will switch to Chase with my wife who raves about how awesome Chase is. -.- read more

Cathay Bank - Banks & Credit Unions Near Me - Diamond Bar, California

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I came to this branch and received excellent customer service from Fanny and Mengzi. They are really helpful and professional.

Five-star service ! I was shocked reading some of the neg comments posted bc we've rec'd only great service since opening accts here. Besides many of the comments go way back to 2011. This branch has undergone a management upgrade and change since then. Give them a break ! We've had accts at BOA and Citibank across the street, the usual nasty with them---long wait times, associates not answering their phones, high fees, etc. Cathay reminds me of banking before the industry became corporate conglomerates with indifferent service lacking any impersonalized touches. Cathay brings back personalized, friendly service the way banking used to be and SHOULD be. Carol and Summer at the front are ladies to ask for bc these ladies KNOW their stuff ! Everything is processed in a hurry and the manager at this branch location watches over everything like a hawk. INCREDIBLE ! I'd def vouch for Cathay cuz we've been with them for a while and never experienced any problems. If you're tired of long lines at the bank or fed up with banking associates not doing their jobs, you should give Cathay in D.B. a try. P.S.---Also, it's important to keep in mind BOA and Citibank have shortened their banking hours to closing at 4 pm now----gimme a break ! Can you imagine rushing to the bank at 3:30 just to beat the deadline ?! Cathay's banking hours remain unchanged with a 5 pm closing time with an added hour on Fridays. Great job, guys ! read more

This location has great service and all the employee in this location is so helpful. You feel like a very special customer when you walk in and everyone has a smiling face. I really love this location !! read more

This bank is a joke.. why we opened an account here is an even bigger joke. The ATM machines are from the 80's. Don't believe me, check one out. We went inside to cash a check one day and the teller who helped us, was really slow at counting the cash. I mean REALLY slow! Oh and if you lose or misplace your ATM/VISA checkcard, they make you return to the original branch where you opened your account to replace it. You won't get that service at Wells or BofA. Needless to say, we closed our account as soon as we had these horrible experiences. read more

Made in China ! Terrible customer service. They need 3 times as long to close a mortgage loan than other banks. That is, if they ever close the loan. read more

I don't have bank account in Cathay Bank. The reason is I feel Bank of America and Wells Fargo are more convenience locations in my area. After conversation with Maggie Truong, she provides excellent online customer service. She is very friendly and patient to explain the questions that I asked her. I will definitely planning to open new account and give her like for her service. read more

Wish I can give it less than a one star! DO NOT have your home mortgage loan done at this branch. Your loan will be delayed. Terrible customer service and very unprofessional and irresponsible loan officers and even branch manager. They appear to be friendly on the surface, but when you really need their assistance, they are unwilling to help. 房屋貸款請勿必使用 Diamond Bar 的國泰銀行. 不專業, 不承擔責任, 不專業的態度!!! read more

If I could give this place negative stars, I would. This bank is run by idiots! Seriously! It is ridiculous what my family and I had to go through to have my sister's name added to a joint CD account. Never in my life have I experienced such horrible service for such a small request. A simple request as adding an additional name onto the account took 2 hours at this bank. The personal banker who had set up our account originally was aware that we were to add another member of the family to the account when my sister came home from out of state but happened to have been on vacation when we came in. This should not have made a difference as any other personal banker could step in to do this. When we walked in, there was only one personal banker there and she attempted to advise us that we were unable to add another person onto our account until the CD matured. OK! What a joke! What would be the point in that? Once the CD matures, is there a point to continue? Adding another account holder gives us more flexibility to the account and protection. People's situation changes all the time....pple get married, divorced, have kids and should be able to add and change beneficiaries to an account at any point with the consent of all account holders involved. We were all present at the bank to add my sister to the joint CD. We explained to her that we had added a name once already from when we originally opened the account and there were no problems then. But this personal banker blames our original representative was wrong. Then made the excuse that she probably did it with a manager approval and that the previous rep was new and did not know the rules. She proceeded to call the original rep on her cell phone while she was on vacation and the rep had told her that she had told us it was ok to do. She still was reluctant to add my sister to the account and so asked for the advice of another employee behind the teller desk. I am not sure what role this other employee had but she also argued that this could not be done without a manager approval. So we said how could something so simple need a manager approval? We had never encountered this at any other bank before. And they insisted that every bank has their own rules and this is not how their bank does business. WTF?!?!?! Totally does not make sense! We refused this response and asked to speak with the manager. In which they responded, there is no manager in today. What kindof business operates without a manager on duty? So what does this mean? That all business operations cease? There is no one to handle and make decisions? They suggested we come back after the holiday weekend. That is insane! Why would we do that when we know what they are telling us is absolutely doable and what their excuses were wrong. So I asked for the customer service number and they said they don't have one and that the manager is the only one who knows the customer service number. My sister than picked up one of their pamphlets at the desk and whoa...what is this? a 1800 customer service number! Then they responded, oh yes, that is the customer service number. I tried to call but of course they were only open Mon-Fri and we were in on a Sat. So we told them to call the manager and get whatever they needed to get this done. They called the manager and the manger said it was ok to do and when they got off the phone with the manager, made additional claims that this was unusual and that they would do it for us this one time and that it was the fault of the original rep that she should not have done promised us we could add an additional person to the account in the first place. RIDICULOUS EXCUSES! What should've only taken less than 5 min took us 2 hours to take care of because of the incompetence of the employees there. When my sister provided her out of state drivers licenses as ID, the incompetent personal banker asked for one from California. UNBELIEVABLE! If she lived in California, do you think we would have had to wait till she came home to add her to the account? Is there now a rule that one has to have a California drivers license to open an account here? She quickly withdrew her question. IDIOTS! Then she proceeded to ask my sister to verify her social security number by reading the numbers OUT LOUD with other customers in the lobby of the bank nearby. My sister quickly told her to STOP right there. Where is the professional discretion here? Do you go saying your SSN out loud in public? What an outrageous experience! After we left the branch & to satisfy my own curiosity, I called another branch location and asked them if a manager approval would be needed to add a name & was told No and it would take 5 min to do. I suggest banking anywhere else but this place. We called into corporate to complain but they told us we had to speak to the branch manager which probably did no good. Once our CD matures, we are taking it OUT! read more

I hate coming to this bank. The people that work here are rude with the exception on the younger teller with short hair. They are not helpful and they discriminate people who do not speak Chinese or look Chinese. This is the closest Cathay bank to my house but I try to go to their branch in Rowland Heights when i can because I just do not want to deal with the people here. read more

First time wiring money. The old lady had a poopy face like I owed her millions of dollars. Didn't bother to be friendly. When I'm done, she wanted me to leave right away. I didn't intend to stay for more than a minute, but, she wanted to leave right away. read more

Great service with a personal touch. Delightful experience, always.

I have never had a problem with customer service at this bank. The personal banker has always accommodated to my requests as long as they are within guidelines. Clearly, someone was trying to bend the rules and kicked and screamed until she got her way. Get over yourself! read more