On today, 10/27 I contacted the bank and was transferred to the branch manager. Instead of her listening she proceeds to advise me she was already aware of the situation. She further proceeds to say it’s always been the policy of the bank to ask for the last four. In an attempt to identify my personal knowledge I said NO ONE HAS EVER asked that at any branch, I worked there!!
My point and question was IF they didn’t know me by face when I said I didn’t feel comfortable providing my last 4 ask for an alternative form of ID. Her response was because you canceled the transaction. I said I only canceled it because nothing additional was offered!! I stated your tellers were clearly trained wrong because they should have known to ask that. She was beyond RUDE. For every one word I tried to say to her she NOT ONLY talked over me but she was in defense of this.
Go to West Monroe for better service, at least from the branch manager. She is not ready for the public.
I am posting it her because the first rule of customer service is the customer is always right even when wrong. In this case I was actually right and the fact I am a former employee should have no bearing on the way she dealt with me. I am a very dissatisfied customer today.
If she speaks to her customers this way, what will her staff do??
Her response was, you were trained wrong. Then she proceeded to over talk me.
I called to back to Ruston to report her to be told I don’t know who you can talk to. I was give an address to the bank but I don’t feel it will go anywhere.
I was a former employee of the bank. I quite naturally wanted to keep my account there. On yesterday 10/26 I went to do my normal weekly transactions at the North 18th Branch. I sent in my debit card and the teller asked for the last 4 of my social. The other lanes had cars and I didn’t feel comfortable providing it. The teller explained she was being trained and that’s what she was just advised to ask me. I inquired further as to when this started? I expressed once again being uncomfortable providing that information and I asked for my card back. I got out of line and went to the ATM. Before leaving, told the teller I was going to make a complaint. In the moment, I was so heated, it didn’t occur to me they could have asked for an alternate form of identification.
Leadership reflects followship.
First National Bank is a US Bank based in Ruston, Louisiana. First National Bank is located at 2001 N Trenton St, Ruston, LA 71270, USA.
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