ATB Financial - Calgary

If I could rate this branch 0 stars I would. This is by far the WORST branch in all of Calgary, I visit this bank frequently and I have never made it back out in under 30 minutes! Today the line up was insane and there was 11 people in the line up and 3 at the tellers, instead of providing good customer service the one teller booked it out of building so fast! The guy teller walked around slower then molasses when getting anything and would just stand to look at the line up. Seriously this branch needs to hire more people cause they obviously can not handle the volume of people!! Next time I will take the time to go to Deerfoot meadows or crowfoot, even though they are far from where I live at least the people work quick and the wait is always under 5 minutes.

I'm really annoyed with this branch. I went there at 5:20 knowing full well that they were closed at 5. I had 3 cheques to deposit and tried to use my debit card to get into the lobby inside with the ATM. It wasn't working so I knocked on the window holding up my card and mouthing "its not working." There were like 8 tellers inside and they all just looked at me doing nothing. I get it, you're closed but it would've been nice if someone said our debit card swiper for the door isn't working use the drive-thru. Even that was sketchy. I had my cheques and card out using the drive-thru ATM and a not so nice looking homeless guy was staring at me while walking past. I would not be writing this review if I was able to deposit my cheques safely in the lobby. I'm extremely disappointed with this location.

Excellent service. Cecile was super kind and friendly. I went back 3x to make some changes to a draft I’d made and was welcomed each time :) Surprised the rating is so low for this branch.

Loves the Bank!! Wants it in business forever!! Good that there’s rules around!! So it could protect the Businesses!! Staff are very friendly out there!! It’s awesome seriously!!

I tried to send a wire transfer, but was told I would have to wait until the Monday as their “transfer system” was down. Ok, so I asked them to go ahead on the Monday to complete the transfer but to contact (call) me when it was completed so I would know it was being processed. I gave them my contact info and signed all the required documents. Monday....nothing..... So near lunch time, I called them to inquire. Was told they would call. Around 4:30pm, I was contacted to confirm they sent the funds. A week later I was checking my accounts and noticed the transfer had been cancelled. No call, no email, no note in my digital account...nothing. So I called the branch to inquire and spoke to an ATB rep. He said he tried to call the branch with no luck but has left a message and will email them too about my inquiry as to why the cancellation. No call..nothing. Called again the next day and spoke to another ATB rep. She did the same. Tried to contact the branch, left a message and would follow up with an email. No call back...nothing. Called again the next day and this time the ATB rep. Said the wait would be “18 minutes” and would I like to hold or have them call me back. I requested they call back as I have been holding on the phone long enough to address this matter. Guess what? No call back again! I called again the next day and the same thing, they would call me back. Well by this time, I had to head out of town for work in areas without service for long durations. They finally called me back while I was away and it went to voice mail because I had no service. They left a message explaining the account number was incorrect and that is why it was cancelled. Geeeee, don’t bother to contact the sender to discuss the problem, just cancel it and charge me another $50.00 for the cancelation, but don’t leave a note or anything as to why the transfer didn’t go through. From my first inquiry to the voice mail that was left was 7 days! 7 days to tell me about the account number. I double checked the account number with the recipient and the transfer documents and the account number was correct. Spoke to the transfer department at the recipient’s bank and they hadn’t even been contacted or informed of the transfer. They knew nothing about it. Pretty fishy. Sounds to me like whoever did the transfer may have done it wrong. This branch is truly ATBs lost dog and should be closed down. 7 days to wait for a reason to cancel a transfer, after calling 5 separate times, then to find out the account information was correct. Do not use this branch for your banking.

ATB simply cannot serve you the way the bigger banks can. They boast low wait times in branch and online for customer service, but that has not been my experience at all. Their holds are enormous and unnecessary and should be considered illegal; I wonder how much money in interest they make of our money that they hold for 5 days each time.. Not only that, but they just are lacking technologically, it's like the 1980's with all their bank machines that still require envelopes, and if you get a new card you have to call and talk to a person to get it activated, just a few things that are simply a way of the past for their competitors. Had a negative experience? Complained to the bank and still don't feel the issue was resolved? Contact the office of the Alberta Ombudsman in Edmonton and they will help you get a resolution. Update* Now this is laughable, the woman at the Ombudsman office told me that ATB's complaint process seems intentionally long and tedious as to dissuade individuals from lodging complaints against them, this is enough for me to switch to a Federally Regulated Financial Institution, as all transactions with them are federally guaranteed and protected unlike ATB.

I have been dealing with the ATB for 37 years and even though staff come and go I can always rely on good customer service. Recently Joseph a young man (teller) went above and beyond to help me. I appreciate being able to sit down if I’m going to be any length of time due to my back injury. Also Kamal Sarna was very helpful in explaining things to be. They are just a great bunch and it’s a pleasure dealing with them. Nahuatl Rahmani these are two exceptional employees of yours. A pat on the back and a raise is in order!!! Thanks for looking after me.

I’m leaving RBC! Kamal Saran was my contact to set up my business banking and he was excellent to deal with. Day 1 with ATB is going great. I’m glad to have meet Kamal, he is straight up and professional. Recommend asking for Kamal if your sick of the big three regarding business banking.