OMB Bank — Local services in Springfield

As a personal banker myself, I was very disappointed with their “Customer Experience” service. I went with a friend to the National location Tuesday 6/13/2023 to help her close out a couple accounts. When we first walked in we were greeted with silence…no one welcomed us in or tried to talk with us. We stood there for a few minutes before the lady at the front desk asked what we needed. We told her we needed to close a couple accounts and she said she would get someone for us. A few minutes later she told us to walk to the back where the teller line is and she would help us close our accounts. When we got to the teller line the lady behind the desk was very nice but not experienced enough to close out the account. We then had to go over to a personal bankers desk for him to start fill out the closed account forms. When it was all said and done. We got the cash from the accounts and left. This morning 6/16/2023, we noticed on her online banking both accounts were still open…money was transferred out of her checking and into the savings account, and the joint checking was showing a direct deposit coming through the account. When we called to see why the accounts were still open they told us their back office takes care of closing accounts. When he told us this I was in shock. As a personal banker myself I have been trained to instantly turn off debit cards so no other transactions can come through the account and the account needs to be in pending close the night the account was closed so that way the account can fully close through end of day processing. I know how all of this works and for them to say on the phone and tell us this is normal for their closing procedures is astonishing. I have and never will bank with Old Missouri...

Let me start off by saying that I was a loyal customer since 03/2020, and I recently transferred all funds to a different institution. Why? Because I used to call the day before my pay day and get my pending deposit, and until recently, they stopped doing that, and I was told it was their policy that they could not give that information to me. I said what? It is my account, and it involves my money, so why? They refused to answer. Then I was told I needed to direct calls to a lady named Raquel Myers. I said, why? Raquel is rude and unprofessional. Raquel then told me that if I did not direct any and all calls to her, then they would just close my account. I thought about this, and I was like, no I do not agree with, nor will I be controlled especially when it comes to my money when I have not done anything wrong, so I started moving all four accounts to a different institution and we will not be returning back to OMB again. On a positive note. When I dealt with the drive-thru staff. They were professional and friendly. I wish I could say the same about the rest of the experience. I hate changing. But I won't feel like being controlled, especially when I didn't do anything...

My husband and I where working with a load officer by the name of Jennifer Davis we where currently residents of az and we where trying to buy a home in Joplin we explain that the lender informed us in order to get approved we would need to refinance our truck so when we spoke to me David she inform us we would need to reside in Missouri so confirming multiple times if we rented in Missouri and came with lease and change of address that we would be good which she confirmed so we did so made rental agreement put out the money changed address showed of at the band with everything in hand only to be denied with out even so much as an apology I have never been so devastated and set back even farther into the emergency...