I'm not really sure how I feel about the goings-on of today, but I have a little guilt about it... Let me start from the beginning.
Week before last, I deposited some money into my bank account and when I checked my balance on the bank's website at home, it said I had $375 in the bank. That was my "Avalible Balance." I made some purchases over the weekend and then made another $70 deposit on Monday, just to ensure there was enough in the bank to cover the weekend's spending spree. I marked everything off in my check book and my balance came out to about $26. I made another $300 deposit this past Friday and when I checked my account balance when I got home, it said there was only $256 in my account. At first I thought, "Okay, I didn't make it to the bank in time with Monday's deposit," but something still didn't seem right about it. Upon reviewing my bank statement more closely, I noticed a spot where I was charged an overage fee even though I had the funds to cover the two purchases immediately before the fee. Another thing that struck me as odd, whenever there's an overage charge in an account, it'll show the amount you've gone over included in the cost of the fee, which is $36. All I saw on my statement was $36 had been deducted from my account and it went from $275 (after the two purchases) to $239. That $36 caused me to be over again and I was charged another $36 fee. I figured it was a computer glich and I printed the page to bring it to the bank.
Yesterday, after work I went to my bank with my bank statement. The woman who was dealing with me was speaking to me as though I was wasting her time from the moment I sat infront of her desk. I explained to her the situation, she made a 30 second phone call and then told me (rather rudely) the error was on me. When I told her I didn't understand, she got incredibly short with me, raised her voice, started slamming her hands on her desk and shoving the papers I'd given her back toward me. I stopped her and told her if that's the way this bank is going to handle it's customers I don't want any part of it. I told her I wanted my account closed and I pulled all the money I had in it out. I left the bank but I realized on my way to the car I had a way to show her why I didn't understand with the reciept from the deposit I'd made the previous Friday. When I went back, she was in another woman's office, so I stood at the door until both of them acknowledged me and I told her, very quietly and calmly, "I just wanted to show you this slip so you can understand why I don't understand." The other woman started speaking to me with a lot of attitude in her voice and when I showed her my bank statement and explained to her I didn't understand why only the fee had been taken and not the amount I'd supposedly gone over, she looked very confused, looked at the sheet and then said to me, "Well, you must have spent the money SOMEWHERE or it wouldn't have charged you a fee!" Then they went on to tell me the bank statement I had, that I'd printed off of their website, doesn't mean anything and when I tried to leave, telling them I wasn't bringing my buisness into a place that treated people this way, the second woman shouted at me as I was walking out the door, "Well, every place is going to treat you this way and if you knew how to balance your checkbook, this kind of thing wouldn't happen!!"
I'm not the kind of person to cause a scene because I'm not getting my way. I work in customer service. I know there's nothing the employees can do about anything, so if something goes ary, there's no reason to take it out on them. They're only the messangers. However, the way my situation was handled was absolutely uncalled for and unacceptable and when someone treats me with disrespect, I will not take it. I was a customer with a concern and I was handled like I was a burden on them. I guess they didn't realize I work in a deli across the courtyard from their coorporate office building and I know their reigional manager personally. Actually I know almost all of their superiors and they're all regulars where I'm employed. A lot of them have known me for years. I told the reigional manager what happened and that I didn't care about the money. I was angry about the way I was treated and I wouldn't be banking with them anymore because of it. After we spoke, he called that bank where he was told I came in causing a scene, which is an outright lie. All anyone would have to do is watch the bank's survallence footage to see that it's untrue. He called me back to tell me that and also to tell me the money had been returned to my account. Now, I have guilt-money sitting in my bank account. I feel wrong taking it back, because it was something I'd misunderstood and I was only angry about the way I was handled. I'm still closing my account with them, but I'll probably leave that money in there, because it's not mine and I just don't feel right keeping it.
Week before last, I deposited some money into my bank account and when I checked my balance on the bank's website at home, it said I had $375 in the bank. That was my "Avalible Balance." I made some purchases over the weekend and then made another $70 deposit on Monday, just to ensure there was enough in the bank to cover the weekend's spending spree. I marked everything off in my check book and my balance came out to about $26. I made another $300 deposit this past Friday and when I checked my account balance when I got home, it said there was only $256 in my account. At first I thought, "Okay, I didn't make it to the bank in time with Monday's deposit," but something still didn't seem right about it. Upon reviewing my bank statement more closely, I noticed a spot where I was charged an overage fee even though I had the funds to cover the two purchases immediately before the fee. Another thing that struck me as odd, whenever there's an overage charge in an account, it'll show the amount you've gone over included in the cost of the fee, which is $36. All I saw on my statement was $36 had been deducted from my account and it went from $275 (after the two purchases) to $239. That $36 caused me to be over again and I was charged another $36 fee. I figured it was a computer glich and I printed the page to bring it to the bank.
Yesterday, after work I went to my bank with my bank statement. The woman who was dealing with me was speaking to me as though I was wasting her time from the moment I sat infront of her desk. I explained to her the situation, she made a 30 second phone call and then told me (rather rudely) the error was on me. When I told her I didn't understand, she got incredibly short with me, raised her voice, started slamming her hands on her desk and shoving the papers I'd given her back toward me. I stopped her and told her if that's the way this bank is going to handle it's customers I don't want any part of it. I told her I wanted my account closed and I pulled all the money I had in it out. I left the bank but I realized on my way to the car I had a way to show her why I didn't understand with the reciept from the deposit I'd made the previous Friday. When I went back, she was in another woman's office, so I stood at the door until both of them acknowledged me and I told her, very quietly and calmly, "I just wanted to show you this slip so you can understand why I don't understand." The other woman started speaking to me with a lot of attitude in her voice and when I showed her my bank statement and explained to her I didn't understand why only the fee had been taken and not the amount I'd supposedly gone over, she looked very confused, looked at the sheet and then said to me, "Well, you must have spent the money SOMEWHERE or it wouldn't have charged you a fee!" Then they went on to tell me the bank statement I had, that I'd printed off of their website, doesn't mean anything and when I tried to leave, telling them I wasn't bringing my buisness into a place that treated people this way, the second woman shouted at me as I was walking out the door, "Well, every place is going to treat you this way and if you knew how to balance your checkbook, this kind of thing wouldn't happen!!"
I'm not the kind of person to cause a scene because I'm not getting my way. I work in customer service. I know there's nothing the employees can do about anything, so if something goes ary, there's no reason to take it out on them. They're only the messangers. However, the way my situation was handled was absolutely uncalled for and unacceptable and when someone treats me with disrespect, I will not take it. I was a customer with a concern and I was handled like I was a burden on them. I guess they didn't realize I work in a deli across the courtyard from their coorporate office building and I know their reigional manager personally. Actually I know almost all of their superiors and they're all regulars where I'm employed. A lot of them have known me for years. I told the reigional manager what happened and that I didn't care about the money. I was angry about the way I was treated and I wouldn't be banking with them anymore because of it. After we spoke, he called that bank where he was told I came in causing a scene, which is an outright lie. All anyone would have to do is watch the bank's survallence footage to see that it's untrue. He called me back to tell me that and also to tell me the money had been returned to my account. Now, I have guilt-money sitting in my bank account. I feel wrong taking it back, because it was something I'd misunderstood and I was only angry about the way I was handled. I'm still closing my account with them, but I'll probably leave that money in there, because it's not mine and I just don't feel right keeping it.
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At the big call centers there are multiple departments( Retention, Collections, Customer Service, etc.) Each of these departments have a team that deals with the escalated calls. So if you ask to speak to their supervisor, in many cases you will be transferred to that team and in may cases the two employees will not even know each other and may not even be in the same state. The plus side of the call center is that these employees transfer in and out of the different departments and carry that knowledge of the different screens with them so by the time they reach "Team Lead", "Team Supervisor" or "Manager" They know the system pretty well and can find anything and even change the history time line for you.
The short of it. If you call to the 800 number you will more then likely get a more knowledgeable, better trained and better monitored bank employee. Hell most of the people at the banking centers don't know jack have a high turn over rate and can't even tell you about the different programs and options you, the customer, has. If the banking center's manager is a piece of shit asshole, their employees will be too, because there is no real moderating.
Take the money. It is your just for putting up with the bad attitude and it shows or reflects to the higher ups of the banking centers mistakes.