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

Good for you, no need for her to have been so unpleasant.

They’ve spoken to FW and it sounds as if she’s admitted what she did

I have to say I'm surprised, though I guess I shouldn't be given the number of witnesses there'll have been

Their non-disclosure of internal disciplinary measures is understandable, even though normal human curiosity makes it a shame (!!), but since it seems there've been issues before I'd expect her to be on a written warning at the very least

And call me mean, but in your place I wouldn't be able to resist going in there just to see what her reaction is

Hi Op,

I'm glad you've got this sorted ok. It doesn't sound like you need it now but worth knowing that you have a right to request CCTV footage of yourself under the Freedom of Information Act - you have 30 days. If they can't supply it because there are other people then they can invite you in to view it.

www.gov.uk/request-cctv-footage-of-yourself

Sorry, I should have asked ... will they be putting their apologies in writing?

Because I think I'd want to insist on that - first to see what they're prepared to admit to formally, and secondly to have some back-up, in case anything like this happened again and they tried to claim the earlier incident was a "misunderstanding"

And personally I'd consider a call to your mum very appropriate - along, hopefully, with a huge bunch of flowers

@PuzzledandPissedoff they offered to get the Manager to call my mum to apologise and reassure her there re visiting the branch again m but I said I’d get back to them as I wasn’t sure if my mum would want to talk to them or not as she gets anxious. They asked if I wanted the complaint kept open or was I happy to close it now, I’ve said close it. They said FW will be subject to internal procedures now, she had been spoken to this morning and they would be speaking to her again so I’m guessing formally. I’m really surprised how quickly it’s been dealt with but also glad as it shows they took it seriously.

That's a really good outcome. I bet she's got form for this kind of thing.

Good outcome. I imagine this is not the first time she's behaved so unprofessionally, and perhaps her colleagues weren't prepared to back up her behaviour or her lies.

You may not have been the first to complain and other staff did witness it. They also would of had it all on cctv. Good out come for you and your mom.

@OutInTheCountry, I think you mean the Data Protection Act. A request for personal information under the freedom of information act would be refused under s40. They probably wouldn’t even confirm that they held it.

@Angelf1sh
Sorry, yes you're quite right, should have checked before I posted.

I worked in a bank for 12 years, the amount of grief, threats, attitude you get is unreal. You have to stay professional though, in the 12 years I worked in branch, I'd never seen anyone behave like this in front of customers. Regardless of what you or your mum did (I'm inclined to think you and your mum weren't as polite as you think), the staff should never behave in that way.

Sorry, posted too soon.

I'd complain to the bank, her behaviour is unprofessional and the fw should never behave in that way. They will investigate. You and your mum deserve an apology.

Is it a well known bank beginning with B ending in Y and a rcl in the middle?! I've always found their staff to be exceptionally rude and unhelpful and this is in the Business Department of 3 different branches.

Uknownothingjonsnow-🤣🤣🤣 we've found the same!