Abused by bank staff

[Tara336]

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

I have seen impatient bank staff who are disrespectful to customers who don't like all the changes they are bringing in and are not coping well with it.

I have had bank staff being exceptional rude to me, when I've said 'no i do not need to use one of your machines' and proceeded to the counter. Then had the third degree about what I am doing there and demanding an explaination of what I want. In a confrontational manner and if I'm stupid.

I've had bank staff tell me its illegal for me not to change my name on marriage. I've had bank staff tell me I had to provide a marriage certificate to change my title from Miss. Even though I've not changed my name. (These are two different banks).

I've had a bank tell me, I am not having problems logging into my online account. Even though I'm locked out of my account. Then tell me I'm 'doing it wrong'. Only for me to find out later that it was a widespread problem that the bank were trying to not admit to.

It has affected my anxiety and I try and avoid using banks as much as possible as its not a nice customer service experience.

As for complaining, the system of complaint is geared up to be so difficult, that people give up. My experience has been that its been extremely stressful, having to repeat yourself constantly, almost accused of lying and just having to deal with more rude people.

I'd change banks, but having done that for an organisation and have them cock that up in spectacular fashion, I'm not in the mindset of taking that particular task up at the moment.

The banking sector really needs a good overhaul on standards in this area. Its incredibly lacking and behind other service industries.

I'm not sure why some posters are doubting your story. It sounds entirely believable to me that one member of staff has an attitude and/or an anger problem, inform the branch and let them work out why. That person should not be in a public-facing role, especially if she's running after customers to argue with them in the street.

The main point here is (to me) that your mum now feels even less confident about using the branch, and the only alternative she can see is going 8 miles to another branch. THIS is an unreasonable outcome for your mum. Many of us get a bit doddery or less on top of things as we get older, staff should be able to summon the patience to deal with all members of the public - especially if they are looking after money for people.

It’s one of the larger high street banks. I’ve not exaggerated and have told the full story of exactly what happened, I thought banks would have really decent CCTV with sound so really surprised and disappointed that it may not be there to support us. Hopefully they will at very least give her words of advice/warning. I can’t see my DM changing banks as she couldn’t cope with a minor change to the system in this bank. As I’ve said before if it hadn’t happened to me I’d have been doubtful too, but I’ve been very honest, not exaggerated and not missed important information out.

Definitely complain op. Even if your mother had been incredibly annoying, as a customer facing person you need to be professional.

I'm not sure how she's managed 16 years if she behaves like that with an elderly lady having a moan! When I worked in M&S I had people throw stuff at me! I still wouldn't have chased them down the street!

I had this sort of thing happen in m&s changing rooms. I am disabled, assessed as needing a badge etc and went into the disabled cubicle so I could sit while dd tried on clothes. The woman followed and insisted we went into another cubicle in a breezy emphatic won’t take no for an answer way “let’s get you to another cubicle in case someone disabled needs this bla bla”. Ergo I forcefully replied “I am disabled” (so she’d actually listen). She had a go at me “no need to speak to her like that... you don’t look disabled etc”. It was the first time I’d gone shopping with dd 6 months after a major op. I am not often well enough to take dd out. In the end I was in tears. I complained via email. It was treated as a training issue.

Your situation otoh went way beyond mine. However I felt very vulnerable due to illness / disability... and responsible for a child. Such encounters can make me very ill. I have to be really careful.

Oh and for the record, I've had problems over the years with four banks. None of which I have had a 'back history' of complaints with.

Its just poor customer service and taking out frustrations on customers and a lack of wanting to take responsibility for mistakes by banks

I do think there is a 'the customer is always wrong' attitude that does not exist elsewhere.

Becca19962014 That is awful and I felt very upset reading your post. Nobody should be treated in the way that woman is treating you. Regardless of whether she is neuro typical or not she should understand after losing her job that her behaviour is not appropriate and act accordingly. The fact she is carrying on makes her nothing more than a bully.
I know it must be hard but have you considered reporting her to the police for harassment if this continues? You shouldn't have to risk being treated like that just for leaving the house.

My mum works in a bank and gets treated like shit most days. Often comes home really upset.
People forget that they are talking to another human being and that they talk down to them and are generally nasty.

Now, you say your mum was having a winge, but there was probably no need to keep repeating it to every person she spoke to in the bank. Yes the woman rolled her eyes, but there's no need for confrontation, she is human after all and has probably had 20 other complaints and winges that day.

Put in a complaint if you must. But don't expect anything to come of it.

I believe what you've described. I think you should complain. Nothing could excuse her chasing you down the street

I meant to add the disbelief of some posters is annoying. I agree it’s probably because they’re able bodied / not elderly.

That is not "old" as you have said frequently! My Mum is 75 and still works in a bloody bank! She's just bought and renovated a house and most certainly does not struggle with changes or need 'accompanying' anywhere!

My mum was working still at 80. She had a small stroke at 80 1/2. She was OK to 81 and within a 6 week period went from old but coping to seeing dancing men in the garden and wandering the streets at 2am in her underwear. Old people are fine...until they’re not.

@BirdieintheHand

"Many posters claimed there must have been a different side to the story that OP was untruthful. As I recall months later she came back with a link to a news article showing he'd be successfully prosecuted."

And? I have personal experience of a 'successful' prosecution that was based on lies

I would make an appointment with the branch manager

It isn't 1984, banks don't have branch mangers any more.

Azulmariposa, at any point if customers are a bit rude or annoying, is it okay to chase a person down the high street?

The CCTV may not capture the facial expressions, but it should show her immediately leaving herself .... to chase you down the street and abuse you. Let them ask her why she immediately followed you out the door shouting at you on the street when inside all was calm. Very inappropriate and unprofessional.

@azulmariposa I agree with you to a certain degree. I work with the public and I was shocked how nasty people can be. I also agree she didn’t need to keep repeating it to each staff member, but that isnt really in my control and as I said previously I tried to support FW as I can see the changes make sense and are logical. I wasn’t confrontational at all even when the FW was shouting at us in the High Street.

I would make an appointment with the branch manager

It isn't 1984, banks don't have branch mangers any more.

WTF

Make an appointment to see the bank manager.

Put in a complaint if you must. But don't expect anything to come of it.

Are you missing the bit where the woman came running after the OP, shouting in the street??

Just make a complaint, I don’t see what’s the dilemma here. If it happened as described then it’s obviously out of order and worthy of a complaint. CCTV should back up your account.

@Becca19962014

That's harassment and it should be a police matter now.

And OP - if you were followed into the street I think that's a police matter too.

I expect the 'backstory' is that the FM actually has had complaints about her attitude before, and she is loudly trying to cover her arse and get her coworkers to back her up

The same thought occurred to me

Tara please forget any idea of being "supported" by CCTV. Obviously the bank will look, but if it shows them in a bad light there's no way you'll ever find out about it; indeed it's more likely it will be "broken" or otherwise "unavailable"

Obviously you need to complain - if this is a genuine one-off for the FW she'll probably get a rocket and re-training, but if it isn't then further measures will no doubt be needed

In the meantime I hope your mum's okay and that this won't dent her confidence too much. Maybe give her an extra-big hug for this Mother's Day ...

@Tara336 75? Is that all? That is not "old" as you have said frequently! My Mum is 75 and still works in a bloody bank! She's just bought and renovated a house and most certainly does not struggle with changes or need 'accompanying' anywhere!

Oh give over!!
Just because your mother is 75 and ok physically and mentally doesn't mean every one is at 75!!
Some people are senile in their 60s. My dad couldn't concentrate or get used to changes in his early 70s. He needed help with all sorts of things.

I’d suggest you ring on Monday or go in in person and ask to speak to the manager or the most senior person there. It’s ridiculous of the PP to suggest that banks don’t have managers anymore. 😂

Your high street will be covered by CCTV. You could report the incident to the police if you want to crank it up.

I quite believe it as there is some appalling customer service out there and banks seem to attract them somehow. I can recommend Metro Bank.

I think other posters are disbelieving because it seems so out there for someone to chase someone saying they’ve called them a bitch when the person said no such thing.

Well you get some nutters in all walks of life and some of them work retail/customer service. I should know I’ve worked with some.

The worst was a woman who used to have the most inappropriate convos with customers you could imagine. She would tell them loudly about her and her GF’s sex life and physical fights. She would also sing loudly (think a poor attempt of Christina Aguilera) and go on about wanting to do Xfactor. She once said she liked to sing during sex and her GF hated it and smacked her one. We all hated her TBH.