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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:
HennyPennyHorror · 31/03/2019 10:20

Drogon Even if the OP's mum WAS rude, the assistant's behaviour was not on at all. NOT acceptable. So the Mother's behaviour is irrelevant.

Isitteayourlookingfor · 31/03/2019 10:20

You should have went straight back into the bank and asked to speak to the manager and complain

SimplyPut · 31/03/2019 10:21

I would call the bank now and request they look at yesterday's cctv!

Original poster
Tara336 · 31/03/2019 10:23

@TinyBarista DM hasn’t had a disagreement with FW before, she just said that she always come across as a bit angry/stroppy. DM is now saying she will never go in the branch again and will get the bus to another branch 8 miles away.

OP posts:
Blessingsdragon1 · 31/03/2019 10:24

Why do people always think posters are only telling half the story ? We all know people in public facing jobs that do not have the proffesional skills necessary but on here teachers, nurses and banking staff are all perfect and would never say/do anything even slightly out of line.

TinyBarista · 31/03/2019 10:24

That's a shame OP. Are there any other banks she can move her accounts to which are closer?

OohYeBelter47 · 31/03/2019 10:25

Definitely complain, I'd be surprised if FW didn't have form already! And as for chasing after you down the street!!!!

Original poster
Tara336 · 31/03/2019 10:25

@SimplyPutt I’m hoping they will look at CCTV as it will show that I did not call anyone names as well as that’s really annoyed me, othing worse then being accused of something you didn’t do

OP posts:
alittlequinnie · 31/03/2019 10:27

I believe you OP. Something a bit similar happened to me in Dorothy Perkins once. I was queueing for the changing room and it was really busy. The attendant spent ages chatting to her colleague rather than actually giving me a tag and sending me to the room. She was basicaly just ignoring me and it really pissed me off.

When she finally got to me she just said "how many you got?" and I wasn't exactly sure and I said a bit abruptly "i don't know" - which was meant to be "i don't know i'll have to try and count then - it did come out a bit wrong and i fully admit that.

when she gave me my tag I tried to compensate for my abruptness by saying "thank you" really nicely etc etc

The whole time i was trying the stuff on she was telling her friend what a bitch I was and how rude I was etc etc

I found it a bit much and when I came out i said "thank you for these I won't be taking them and I'm not deaf you know?"

She ripped into me about how rude I had been and i said that you weren't exactly professional with me ignoring me and making me wait until you had finished talking to your colleague.

She literally exploded at me that I was a liar etc etc and at this poitn I decided I just didn't want to deal with this shit...

... she followed me through the shop shoutingi that I was a liar etc

sometimes you get idiots like these as staff and I think you should complain. This happened to me about 10 years ago and I still wish I had complained!!

wafflyversatile · 31/03/2019 10:27

Even if we assume up to that point the FW was highly professional and ops mum a pain in the arse she got caught out eyerolling and shouldn't have run down the street. You should absolutely complain to the manager.

First rule of eyerolling is wait til your backs turned.

ny20005 · 31/03/2019 10:27

CCTV won't have sound ....

Original poster
Tara336 · 31/03/2019 10:28

@TinyBarista hopefully DM will do that, but she’s 75 and doesn’t cope with change very well, hence the whinging in branch yesterday.

OP posts:
Bobbycat121 · 31/03/2019 10:31

I believe it, after a very nasty incident with a shop worker who must have been sacked after I complained as IVe never seen her since, she obviously had form, I bet the bank worker does aswell!

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

@wafflyversatile my point of view exactly! I’ve had to put up with far worse at work then an old lady being a bit whingey but you wait till there gone and the next say FGS and roll your eyes as many times as you want :)

OP posts:
Original poster
Tara336 · 31/03/2019 10:34

@Bobbycar121 odd thing is we never mentioned complaining initially (or in front of her) but she started ranting saying I’ve worked here 16 years no ones ever complained... which I think was a response to my mum saying to counter lady that she had banked there 48 years and and was struggling with the changes

OP posts:
LemonTT · 31/03/2019 10:34

The good news is that it will all be on camera, so just fire off a letter of complaint. The bank will welcome the opportunity to deal with a badly behaved staff member. Job done in the time it takes to facilitate this post which doesn’t seem to serve any purpose

Original poster
Tara336 · 31/03/2019 10:36

@ny2005 that’s disappointing as it would have 100% supported I did not swear and was polite

OP posts:
tempester28 · 31/03/2019 10:36

The floor walker is panicking as she has probably realised that if you complain her eyerolls will be on CCTV but maybe not sound. So she is saying that you called her a bitch so you need to complain and tell the whole story

NWQM · 31/03/2019 10:37

Another vote here for complains. Running out of the bank to verbally attack you is shocking.

ShawshanksRedemption · 31/03/2019 10:37

The FW was completely unprofessional. Your DM could've been the most irritatingly person ever (not saying she is BTW), but the FW should have had training on how to deal with that in a professional manner. Not eye-rolled to you, or chased you down the street after. If the FW was having a bad day (we're all human after all) she should have flagged it with the manager that she perhaps just needed a break to get herself together.

A complaint asking for an apology and for training of all staff on dealing with customers would be a minimum I'd ask for.

Monty27 · 31/03/2019 10:38
Biscuit
Original poster
Tara336 · 31/03/2019 10:40

@tempester28 that’s what I thought as even if I had called her a bitch I would have had to have shouted it as the FW has a desk by entrance, other counter lady was right on other side of the branch and I noticed another staff member in side office as I was walking out. FW claimed when she chased us down on the high street that other members of staff had heard me call her a bitch too

OP posts:
Tawdrylocalbrouhaha · 31/03/2019 10:41

Make a complaint. A bank is the one place you can be absolutely certain the whole interaction has been recorded on good quality CCTV, so it will be easy for the manager to establish what happened, and whether the staff member ran out after you.

Original poster
Tara336 · 31/03/2019 10:44

@ShawshankRedemption I’m first to admit DM was being irritating which is why I was trying to assst and explain as well, I work with the public and know what it can be like so was trying to give FW a break by supporting her

OP posts:
Dramatical · 31/03/2019 10:44

Ok, taking your post at face value the person was rude. You were 100% NOT abused. What a fucking stupid thing to say.