Laurel RoadReviews of laurelroad.com

I went to log into my account today and a message said my account was restricted. I called the number and was told my account was flagged for fraud after adding an external account to complete a transfer (this was even after jumping through the trial deposit hoops). The representative said I needed to email a copy of a bank statement showing proof of account ownership, which I did while I was on the phone. Icing on the cake was when she said this could take several weeks to resolve. I don’t care if you do offer the highest high-yield savings rate, if I can’t access my money it’s more like a CD, which is not what I signed up for. I can’t wait to get access back and close my accounts. Utterly ridiculous and shady!

They locked my account and still won't let me access the money. Its been two weeks. They had the arrogance to ask for my phone records after i submitted my ID, birth certificate, and social security card. They want your money and won't give it back. Ill update if I ever receive my money.

Run like hell! This bank is 100 percent fraud. I mail in my check month ago and now they return it to the IRS..They can't tell a real check .Absolutely dumb..Bank somewhere else. They are very unprofessional and inconsiderate.. Reviewers was right this bank is a scam. They will definitely lock you out of your account like your money is there's.

After having multiple problems with the website, my deposit, the mobile app, customer service, which is non-existent, and other issues, I have asked repeatedly via email and in writing for them to close my accounts and refund my deposit. However, I just continue to get various statements first saying that my account was under review then my deposit was unavailable then my deposit is available but the bottom line is I just want my deposit back and I want nothing more to do with this fake AI version of a bank that's nothing more than a branch of the horrible Key Bank. Do not give them any money whatsoever. You may not see it again. I reiterate that I just want my deposit returned and my accounts closed.

Extremely bad customer service and processes. I tried to transfer the money from my savings account within the limits, but the transactions were first canceled, and then the account was blocked/restricted. It's been close to a week, and I still do not have access to the funds.

Update: I just noticed that Laurel Road has responded here on Trustpilot saying they have reached out to me. I have not received contact from them by phone or email. In good faith, I am remaining a customer, but my patience is waning. I sent an email 9 days ago, and still no response. Pretty disappointed by their lack of customer service, problematic and lengthy "pending" status, and process to set up overdraft protection. My email is copied in full below: Thank you for your response. I'm very disappointed with Laurel Road and the lack of customer service. As a new customer, I am already re-thinking my decision to have switched all my funds and auto-transfers over to Laurel Road and all the time it's taken me to do so. I know you don't know me, but I am extremely conscientious about my personal finances -- I spend time each day reviewing an Excel that I have created for my bank accounts that I use to look ahead at upcoming bills, review what's coming in and going out, and plan ahead. I can assure you that I am always careful to *never* go below zero in any of my bank accounts. I was surprised to see that I was charged not one *but two* overdraft fees. I appreciate your colleague's assistance in getting one refunded over the phone. However, there is still one outstanding fee. I would not have had *any* overdraft situations if my funds were not listed as "pending" - which I would not have done if it weren't for the incorrect advice that I received from Laurel Road. When I first opened my Laurel Road account, I called customer support because I had never before seen a bank list transactions as "pending." Your own customer support representative had told me to ignore the "pending" status and treat everything as resolved. Further, I found it insulting that Laurel Road's overdraft service is so complicated that I had only set up part of it, and that no one would take the time to look into my account and see that it's not set up properly. (Apparently it is a two-step process, and I had only set up one part.) Why don't you run a report, and then contact customers to inform them that they didn't set up their overdraft correctly and provide instructions on doing so? Is it because you don't value your customers? Is it because your overdraft fees are a revenue stream for you? I feel like I'm just a number with Laurel Road. If you offered more personalized service, I would have (1) been notified initially about setting up overdraft protection at the time that I opened my account; and (2) been notified that the process had been completed successfully. I have not received a single notice that my overdraft is now set up. And to describe the situation of feeling like just a number, I *still* have not received a call back from the agent who promised me a call back. Laurel Road is all too quick to charge me an overdraft fee, and quick to send me a notification that I used my overdraft, but there is no helpful or supportive outreach to your clients. I'm really disappointed. I respectfully request a response, and as previously mentioned during my phone call, I would like for the second overdraft fee to be refunded.

Like many others I opened an account and funded with significant amount of money. After funding they restricted my account as well as my Key Bank account and I now have no access to any of my bank accounts. This was 7 days ago that I was restricted from all of my accounts. At day 1 I called and the said they needed a copy of my cell phone bill which I immediately provided. I have called and emailed every day and still with no explanation as to why my accounts are still restricted. I also went to Key Bank for a resolution and they said they can not give me access to any of my accounts. I will be filing a federal complaint as soon as I can if no resolution within a day or so. This has been hands down the worst experience of any company interaction of my life and has caused significant hardship for me. I do NOT recommend this company in any way and would stay clear. There need to be an investigation into this bank in my opinion. Update- On 3 October. I finally got someone to send me to the “escalation department” after me now calling for the 4th time and multiple emails. They were not immediately able to resolve the issue. I was told I would be contacted anywhere between 24-72 hours with an update. I was told by the representative that the matter could take up to 90 days to resolve. We shall see what happens. Laurel Road did not reach out to me as their response states in this thread. I spent approximately 30 minutes on the phone again attempting to resolve the issue. It all feels and seems VERY suspect. Update 4 Oct pm.- I did get contacted by Oliver from the escalation team who followed through with me getting access to my accounts as he said he would. Oliver was professional and kind. All of that being said, this should never have happened and if a bank is going to “restrict” access to all of your accounts there should first be notification, explanation and number one priority for resolution. None of the above happened. Again I thank Oliver, but I still do not have full faith in this bank or Key bank and will search for an alternative that I can trust. You guys seriously lost potentially lifelong client who was prepared to deposit up to the FCIC insured maximum.

Recently opened checking account, have only received 2 direct deposit then they froze my account. This has been since the 25 Th of last month. And they still have my account frozen. I’ve provided everything the asked . But still nothing .. I need my money.