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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Abused by bank staff

164 replies

Tara336 · 31/03/2019 09:57

Not so much an AIBU but WWYD? I’m actually still quite shocked by an incident that happened in DM local bank yesterday. She’s quite old now and doesn’t always take things in very well. She asked me to accompany her to the local branch to help her pay a bill as she was insisting they would no let her pay by card. She was worried about carrying lots of cash. I did tell her I’m sure she had misunderstood but I didn’t go with her.

My mum qued up and I was stood behind her, one of the staff asked I for she needed help and myself my DM explained she was here’s to pay a bill and then proceeded to explain how it was the second attempt and how she was struggling to understand the changes the bank had made etc. The FW (floorwalker) explained the reasoning (which seemed reasonable to me ) and politely listened to DM mild whinge. As FW walked away she rolled her eyes an sighed in my direction which I thought though bit wasn’t professional.

DM then went to desk to pay and had another little moan (I admit annoying but nothing nasty) FW walked up to the desk to fetch her drink and return to her desk on other side of branch. As she did so she looked at my DM sighed loudly and rolled her eyes again. I was a it surprised and let out an involuntary “oh”. My DM heard the sign and looked round to see the eye roll and said “please don’t roll your eyes at me” At that all hell broke loose the FW jumped up from her seat And started shouting that she hadn’t rolled rolled eyes etc and was generally behaving in quite a shocking way. I started to usher my mum out of the branch and as we were leaving the FW was still shouting at us! I politely said I did see you eye roll too and it was rude and we walked out into the high times street absolutely stunned! My Dm said I think we ought to complain and I said yes yes.

THIS is where it gets even more crazy, we were walking down the high street and heard someone shouting excuse me, wevlooked round and FW is chasing after us! She then proceeds to start shouting again about how other staff in branch heard me call her a bitch! I said no I did not and I’ve been nothing but polite to her, by this time there’s a crowd watching this, I decide the best thing to do was walk away, but I’m absolutely stunned by the whole thing and a actually in a state of disbelief tbh

OP posts:
DisastrousBee · 31/03/2019 09:59

This reply has been deleted

Message withdrawn at poster's request.

HaventGotAllDay · 31/03/2019 09:59

I would write a formal complaint.

HennyPennyHorror · 31/03/2019 10:00

Shocking! Get on their twitter....also write and complain to head office. Sounds like the FW was having a bad day and or is crap at her job and panicked...that's why she ran out after you.

Make sure you say what time you went in so they can pin down who she was.

Original poster
Tara336 · 31/03/2019 10:02

@DisatrousBee here’s really isn’t that’s why I’m so shocked

OP posts:
ethelfleda · 31/03/2019 10:02

Whaaat? That’s mental!

TinyBarista · 31/03/2019 10:03

What's the backstory...?

reallybadidea · 31/03/2019 10:03

Why do I think there’s more to this?

Because it's AIBU and thus standard to disbelieve the OP as a point of principle?

goodfornothinggnome · 31/03/2019 10:03

No, this cannot be the whole story.

Stinkytoe · 31/03/2019 10:03

I don’t think there is necessarily more to this, there are unfortunately some people who get extremely riled up over nothing.

It was extremely unprofessional and even if OP had called the bank staff a bitch, the reaction wasn’t appropriate.

Give the OP claims this wasn’t the case I would certainly complain.

catofaragon · 31/03/2019 10:04

There has to be two sides to this story....

Hyacintharehighersincelasttime · 31/03/2019 10:04

that is terrible. i accompany my dd aged 19 to the bank and they are always very professional and helpful.
i hope you complain officially.

TinyBarista · 31/03/2019 10:04

If it's a one off this is shocking. Does member of staff have form for this? Bank will have CCTV, perhaps if you speak to manager they can check their behaviour

Original poster
Tara336 · 31/03/2019 10:06

@TinyBarista I don’t bank there but when I questioned DM she said the ometimes works on the desk and always comes across as angry

OP posts:
youknowmedontyou · 31/03/2019 10:06

Bloody hell!! Which bank is this? Take to Twitter?

Jasharps · 31/03/2019 10:07

Why didn't you assist your mum rather than let her moan and whinge at all the staff?

The fw reaction does seem extreme but can't help but think there is more to the story.

YouTheCat · 31/03/2019 10:07

Totally awful behaviour. There needs to be a formal complaint. That person should not be working in a customer facing role.

Original poster
Tara336 · 31/03/2019 10:09

There’s is honestly no back story at all, my mums old and as I said was being whingey but not nasty. I did say to her in front of FW I can see why they’ve changed things it makes sense to me

OP posts:
LimeKiwi · 31/03/2019 10:10

Another one who'd like to hear the story from both sides, as we weren't there it's impossible to say if you were BU or she was.

Original poster
Tara336 · 31/03/2019 10:11

@Jasharps I was there to help her, I was also agreeing and explaining the changes to my DM and how she could pay by card at a different desk, not sure what else I could do? There’s no hidden back story at all.

OP posts:
YouTheCat · 31/03/2019 10:13

I don't see why the need for both sides here. The FW was massively unprofessional.

Drogosnextwife · 31/03/2019 10:15

Hmm I think it may have been a little less polite on your side than you are letting on.

TSSDNCOP · 31/03/2019 10:16

They will have CCTV to the teeth. It may not have the detail, but it will show the FW behaving in an agitated manner and leaving the branch to chase you.

TinyBarista · 31/03/2019 10:17

To be fair though, even if there was some sort of previous disagreement between your mum and the bank clerk, the clerk should still act professionally and not chase you down the street. So yes definitely return and see the manager.
Actually it's quite a shame as your mum could be in a vulnerable situation and the bank should be supportive of this. Maybe get your mum to change bank for a start!

wafflyversatile · 31/03/2019 10:19

So if it was told from the other side and the FW said so I ran into the street after them shouting you called me a bitch we'd all be saying 'quite right too. You behaved perfectly fine'? Confused

Customers moaning about changes is pretty standard and within their right.

Original poster
Tara336 · 31/03/2019 10:20

@Drogonsnextwife nope it’s exactly as I’ve described, I actually felt a bit sorry for the FW as no one wants to be whinged at (I work with public so know what it can be like) and as I said I explained the changes and said I can see the reasoning in an effort to give FW a bit of support. I was polite and I absolutely did not swear I thought best thing was to get bill paid and usher DM out of the bank

OP posts: