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

Honestly they won't do anything. I know all I'll get told is she doesn't know better and can't learn and that hurts even more - because that's what happened before (different person with bipolar, and he managed to not hurt others but I was still told he couldn't learn and to put up with it).

This sounds so weird, and random! I would definitely be putting in an official complaint, and asking for an explanation

I can totally believe the Op is only telling half the story. I once had someone in an airport absolutely go for me for no reason. His colleague chased after me with a complaint form and told me I must make a complaint but I'd rather she'd challenged him. You must complain and when you do, point out that this woman following you and shouting at you into the high street dressed in her bank uniform will give a very bad impression of the bank to passers by.
I would guess older customers constitute a disproportionate amount of customers visiting bank branches. Banks should employ staff who have the patience and empathy to deal with them.

I mean the Op IS telling the whole story ! Forgive me I'm posting while loading washing machine/battling the dog/unloading dishwasher etc!

If this is true I'd be tempted to waste police time and report her for harassment, intimidation and threatening behaviour.

For two reasons, one to teach her a lesson, and two to Ensure she doesn't mal treat any other old person again.

Lost my Mum in September and so have obviously been thinking about her today lots.

She started to struggle when we lost my Dad. She'd already had a stroke so we should perhaps have been more alert to it but we were not and eventually we realised she had dementia.

Her bank were very good when we explained. I became a co-signature etc and was able to do on line banking for her. If you haven't already you may need to think about this along with having power of attorney etc. I mention this to lots of people because we left it too late - it has to be done with the person is able to do agree rather than when they need. Cost us £1,000's.

I'm not saying you are at that stage yet but you would within your rights not just to complain but also to ask the bank how they are going to help your Mum. She is clearly struggling with certain aspects of her banking. They are required to under the Banking Charter / Code thingie that I can't quite remember but its part of their licensing that they have to protect vulnerable people.

Please do complain about the lack of patience as well as the down right strange behaviour.

Sadly I can imagine the scenario all too well. My Mum received much love and kindness but I honestly I was also shocked at how outright intolerant and rude some people were. And yes they made up stories when they went to far to get out of it.

I am sorry that you and your Mum went through this.

OP I think that this might either be a public order offence or verbal harassment - and as age is a protected characteristic be something you could report to the police but you would need to check. Personally I would have filmed this on my phone and tweeted it to the bank's main Twitter account. Even without footage sending a comment to them via Twitter might get results, it's very bad PR for them.

at the least the cctv would show the fw leave the bank which she'll have to explain. colleagues may be fed up with her and only too happy to back you.

"Should I complain about this thing which totally happened and would be absolutely justified to complain about, obviously, if it actually happened?"

Yes absolutely complain.

Why wouldn't you complain? This is an abusive, unstable person who may also have access to people's bank accounts.

OP unfortunately I believe you.

I banked somewhere where one manager wouldn't let me take out my own money when I was in my early 30s. I eventually did get my money however I complained and she eventually lost her job due to restructuring.

Roll on a few years they then they lied about blocking a credit card, told me a load more lies about how to unblock it and then claimed I was abusive on the phone. At the time I was recording all my calls on my mobile phone for a completely different reason so offered them all the recordings. They immediately backed down about me being abusive and went completely silent so I had to get the financial ombudsman service involved. In short they blocked my card and no one could be bothered to deal with the issue.

I've moved my account to a different bank and when the staff had difficulty with my account instead of lying they admitted it. One member of staff hinted his customer service was poor and I pointed out because they were honest, didn't pass the buck and weren't rude it definitely wasn't. They are currently the bank with the top customer service in one survey this year.

I actually didn’t even think of filming any of it on my phone I really wished I had tbh, Exh is a police officer I might ask him if theoretically she’s broken any laws regarding the yelling at us in the street. I doubt they would do anything as they are so stretched these days (or id want them too as don’t want the hassle tbh). I’m putting in a complaint tomorrow and taking on board the advice re doing power of attorney as i was unaware until yesterday how much she was struggling. Thanks for all the supportive comments and helpful advice it’s much appreciated.

Those that are unbelieving that it really happened as I’ve said I’d have been surprised too if someone had said this had happened to them, but unfortunately it did happen and exactly as I described, I’ve not exaggerated, missed bits out or downplayed anything. It seems sadly I’m not alone either reading other people’s experiences here.

Arr, and I'm Vicky Beckham.

I work In customer service and no matter what the customer is doing shouting/ abusive ECT we have to remain professional. If we feel we are no longer able to do this we need to ask another member of staff to take over. If they will not stop shouting and swearing we can politely ask them to stop or we will no longer be able to try and help them and will have to ask them to leave. I think this is standard in most customer facing roles. She knows she is in the wrong and that's why she has panicked and ran after you and invented the story about you calling her a bitch. I would imagine the bank has cctv so it will all be recorded. Please complain her attitude was disgusting and she shouldn't work in customer service and no matter what the customer has done she shouldn't have reacted like that.

That floorwalker's name? Alberta Einstein.

I would complain but stop calling your mum a whinger, FFS. You try being old and not understanding everything changing all the time. For that alone I'm rather less sympathetic than I might be.

Public order? Harassment? Jesus Christ.

When my neighbour was pointing a pneumatic drill at me this was not deemed a public order offence.

His verbal shouting at me and insulting me were not harassment as there was no racial element apparently.

Some people really do go over the top about things. Her behaviour was unprofessional and will probably get her at least a warning if you complain. But it is not a public order offence!

I think the reason people are questioning it is that, you have to admit, it's not very common to walk down the high street and see a member of staff sprint out of a bank after a customer and start shouting abuse at them. I think we'd all stand and watch that! And people saying 'the same happened to me, I was in a shop and the assistant spoke to me very rudely' - sorry that's not the same at all! It's one thing to be spoken to rudely (as I think we all have at one time or another when dealing with retail/sales/banking staff) but another to be physically chased out of the place and abused in the street! You should definitely be complaining about that and maybe going to the local paper. If you really did no more than have a bit of a winge and an eye roll, and they reacted like that, they must be incredibly mentally unstable and potentially a danger to people.

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

Why all staff, when this incident only involved one staff member?

@AvonBarksdale99 I didn't point out in my cases in the first incident I spent a day going back and forward into the bank and talking in between on the phone to customer services. They couldn't understand why the manager refused to give me my own money when I turned up with ID - driving license, passport and two bills - the first time I was in the bank at around 10am that morning.

The manager was even rude when I asked to speak to the manager and asked how I spelt her name. No doubt she would have claimed I was abusive to the staff but then they would have called the police if I had been the first, second, third, fourth and fifth time.

In the second incident it took about 4 months to chase the bank and then 3 months with the FOS.

Disgraceful behaviour by the FW
She clearly should not be doing a job involving general public or customers if people are irritating her this easily
Complain to the manager or higher

Had a call from the complaints team of the bank. They’ve spoken to FW and it sounds as if she’s admitted what she did! Have had profuse apologies, Marks and Spencer’s Vouchers being sent so I can treat my mum and they said that it will now be dealt with in house so can’t tell me what the outcome will be. They have also offered to call my mum and assure her she doesn’t need to be getting a bus 8 miles away to use a different branch.

That's good to hear @Tara336. Enjoy afternoon tea or similar.