To think this service was just terrible? This man was on a power trip

[SmeganMegan]

I went into my local bank branch to make a transfer - it was above the daily limit I have on the app. At the counter the man again tried to force me to use the app, advised I couldn’t as I’m over my limit, he said to use facial recognition to increase the amount - I didn’t want to (politely).

He made me wait in the queue to be served by someone at the desk. 30 minutes I sat there, she was still serving the same customer that entire time.

The guy eventually walks over to me and takes me back to the counter to do the transaction. No apology at all and clearly could have done the transfer for me there and then.

For reference it’s a small branch and there was only me and the other customer in there when I walked in.

They've probably just been told they're losing their jobs and being shut down due to "lack of customers".

I can explain something about this.

I used to work at a large bank.

We obviously get hundreds of customer queries every day through people walking into branch and we also got customer calls transferred to us from the bank contact centre .

It was part of my job description to tell people to do something on the app, if it could be done on the app.

It wasn't a choice . I had to do it. If I was on a call with a customer they would quality check my calls, and I would get marked down on my quality score if I didn't tell the customer to use the app , when it was something that could be done on the app.

Its to try to stop time wasting and be efficient.

It wasn't my personal choice. If it was up to me I wouldn't say it to customers. But i had to say it.

My job performance would be marked down as I would be quality scored.

That man is doing what he is told to do

I hear you OP. I wanted to withdraw 1K in branch and they tried (repeatedly) to get me to go outside, in the street, and use the ATM. The ATM that only lets you withdraw £200 in one go. So instead of one, very quick transaction in the safety and security of inside a building they wanted me to do five separate transactions where muggers and thieves are watching, in the rain 🙄

They really hate customers.

They don't hate customers. Their hands are tied on what they can do.

The regular people that you see working in the bank are being leaned on very heavily from above, to only carry out the transactions that are necessary to do.

Anything that can be done at an ATM or on the app - the customer must be directed to use that. Otherwise it is seen as time wasting .

They take it very seriously in banks. Employees can lose their jobs for not sending customers to the atms and apps to do transactions that can be carried out there by the customer themselves.

I used to work in a bank

All part of the plan to stop people going into their local branch. Walk into my branch and there are 3 members of staff waiting to accost you. If 2 of them were on the counter instead of stood there looking like bouncers, the queue wouldn't be so bloody long. But no matter how long the queue i will stand in it rather than use machines.

True but transferring money from one account to the another (same currency and country) they can easily do. It would be worrying if they couldn’t.

But surely in my instance of why I had used the app and personally didn’t want to increase my limit from £750 to £20K to send the rest then that’s justifiable for both sides?

You have the right no to.

But if it was me I would have done a quick facial recognition to increase the limit, then sit for half an hour in the branch.

Did they eventually do it for you?

Yes it is.

It's his Job to tell you that you can do it on the app.

You have the right to refuse.

Well funny thing is I can’t see into the future and didn’t think I’d be sat there for that long.

I don’t want to increase my limit and I shouldn’t be forced into doing that when he could have done it the minute I walked in.

He didn't force you though.

I presume he suggested it.

Listen I do understand it from your side too.

It can be inconvenient to not be helped strwightaway and i know that some customers would prefer to send large amounts in branch.

such a good example of customer service! You do realise that without customers you are without a job! Shit attitude!

This. And he tried to help you with the app thing. Maybe he's given targets to get people to use the app. Your branch will probably close soon.

Ok so when he finished his paperwork he helped you. He can't do it all and you've no idea how important it was he did the paperwork first.

Nor could he

I do use the app regularly as stated.

I haven’t been into a branch in years as stated.

I don’t need help using the app.

If it closes then it closes. I work in a city centre which has a large branch so it won’t make any difference to me.

But he chose not to do the service when I was first at the counter.

From working in a bank last year, I think they will get rid of branches altogether soon.

Banking is moving fully online

Jesus. Are you his mother? You’re very defensive of this angel of a worker you’ve never met otherwise.

You also don’t need to comment numerous times, it’s weird and obsessive.

He suggested it and I said I’m aware but no thank you I don’t want to do it.

Then when he decided to serve me, he again tried to make me do it. If I’ve said no then they should just accept that:

Sorry OP I agree with her.

I think you were harsh on the man.

He told you what you wanted to do -could be done on the app.

Then he helped a customer that needed to actually go into branch for something. As he was filling out paperwork for her

If I went into my branch to do a funds transfer, they would also tell me to do it on an app. There is no need to go into a bank to do it

Anyway you go it done. So alls good

Echoing @Kellyanne555

My DM used to work on the counter for a main bank. They were checked on everything. They were told they had to try to sell loans/credit cards to every customer. Fine but the branch she worked at was in a very deprived area. It was a complete waste of time as most of the customers coming in would fail the credit checks so even if they were interested it wouldn't go through. She ended up taking early retirement 10 years ago as the bank brought in new exams and courses for the staff to take to keep their jobs. She'd been doing the job for 40 years at this point, it was a slap in the face. The branch she worked at ended up closing a couple of years later.
The banks don't want to help you with something you can do yourself. With the greatest respect you upping your transfer limit won't be making them any money. A 30 minute wait is enough to put anyone off and make you think next time I'll do it myself on the app. That's the whole point, as frustrating as it is. Don't blame the worker, blame the bank who are all pretty much the same.