Royal Banks of Missouri 8021 Olive Boulevard, University City, MO 63130

"Very disappointed with mortgage servicing department. Extremely outdated online system and a rude, unprofessional manager. First of all, I didn't choose Royal Banks of MO to service my loan, it was sold to them. I've had 3 or 4 mortgage loan servicers in the past and I've had zero issues with them but I've already had numerous issues in the first few months with Royal Banks. Their online loan portal is outdated and frankly a pain to use. It's a constant chore just to make an additional principal payment each month. I've had to call several times and they have to manually update my account every month to make it work. This past month I noticed that the manual entry looked different from the previous months and that the amount of interest stated on my up coming bill was not correct. They had calculated my interest as if the additional principal payment was not made. So I called to try to straightened it out. After numerous back and forth calls, the manager (Justin) calls me back and ask me "what's going on?" in a very annoyed tone. I explain the issue to him and he immediately becomes defensive. He begins to tell me how they spend 100's of thousands of dollars on their system to avoid audits, so there's absolutely no way that I'm right and his system is wrong. I tried to tell him multiple times that it's simple math and he can easily calculate the interest due and see that, in fact, his system IS wrong. He continued to insist that I was wrong and refused to check it. At this point he became very frustrated and told me, "if you want to come at me like that, then you can take your business else where". Ok Justin, let me just grab my mortgage and leave. What a ridiculous comment to make to a customer who pays you 10's of thousands of dollar every year for basically nothing. He also at one point said, "what are we talking about here? A couple dollars?" and laughed. I told him that I don't care if it's a penny, I want my mortgage company to charge me the correct amount. Plus those dollars add up each month and eventually turn into thousands of dollars in savings. Just shows that he clearly knows nothing about mortgages. The issue was eventually escalated upon my request and after numerous emails, phone calls, and hours of my time wasted, we discovered that their system was actually NOT calculating the interest correctly and needed to "reset" on a certain date each month before showing the correct amounts due. So yeah, all this could have been avoided had Justin done his job and looked into the matter, instead of belittling a customer and insisting they were wrong. He was copied on all the emails between me and his manager trying to resolve the issue, some of which I openly expressed my displeasure with his attitude. His manager apologized for him several times but he never did. He never said another word. So yes Justin, I will be "taking my business elsewhere" the very moment that rates drop and it makes sense for me to do so. Mainly due to your smug, arrogant attitude."

"Royal Bank of Missouri in University City is the most unequip bank I've ever used. The wire transferring of money is down right robbery. The inconsistency of bank procedures makes getting funds completely intolerable. Worse bank ever!!!!!"

"Charlie Weed is the best bank account manager I have ever worked with. Especially during Covid Mr. Weed has been beyond helpful for my family and I. I wouldn't bank anywhere else in St. Louis."

"I am disappointed with the lack of attention to customer service. This is the second time in a month the web site has gone down and there has been no effort to inform customers via telephone, e-mail or social media. I have had other occasions where RBMO have not lived up to expectations of a real bank, and for these reasons I'm out."

"I found really nice and helpful people here. I am a senior black female. They were much more helpful than the credit union I'm leaving. I have found everyone here very polite and helpful - black, white, male, female, younger, mature..."