I was quite upset when I escorted my son to Emigrant Bank on Flatbush Ave/Kings Highway in Brooklyn, NY.
We wanted to close my custodial account for him and set up a new savings account just in his name. The customer service lady that helped us was unfriendly and rude. She took my son's two college photo ID's, saw his photo high school id, his insurance card, library card, credit card and spoke to Assistant Manager, who came over to us and told my son very impolitely he did not have enough ID and that most college kids would have more ID than that.
He ridiculed him for not having a driver's license. My son has not learned how to drive yet and did not feel the need yet to have a non driver license ID card. He plans soon to learn how to drive and get a driver's license. My son had three paychecks and cash that he wanted to deposit into his new account. My son asked about money market accounts, ATM accounts, interest rates etc. Rather than answering any of these questions he was told he could not open an account and that they would not answer these questions until he could prove he was him. I had my ID. We both have the same last name, address, phone etc. My son had this account for about 9 years. They told him he would have to come back with more ID, but it was not so much what they said but how they said it. The assistant branch manager offered sarcastically to give us a check to close the account if we did not like what he had to say. So I said fine do it. As the lady did the paperwork. her phone rang.She started yelling on the phone to a customer about how they needed to come in the branch to do what they were requesting. She kept us waiting as she handled this matter and was so rude to the person on the phone, I interrupted her and said please finish closing our account and be kind enough to realize we came and made the effort to be in person before the phone call.
She tosses a slip at me and tells me to walk over to the tellers knowing I am wearing knee braces and had already alerted her that walking was difficult for me today; the slip was not signed so the teller expected me to walk back to the Assistant Manager. The teller also wanted to charge me $4 for a bank check (when I know you are allowed to have so many free bank checks a year--I believe one a month). I refused to pay the $4 fee or to walk over to the manager This frustrated the teller but she was kind enough to do it for me. We got the check but there was some confusion she wanted to put it in my name and I wanted it to be in my son's name. I was quite pleased to tell her we had closed the account because both employees in customer service were so rude. As I left I told them we were opening up an account in another bank where they are friendlier.
Within an hour we were able to open up a new account with HSBC with the same amount of ID. Although the customer service lady was friendly she did request more ID from my son. She suggested my son should get his college schedule and bursar receipt and offerred in the meantime to set up his free checking,free checks,ATM, savings and debit card. The branch was only a block from the college so my son went to his college and got the necessary documents. When he returned she informed us that there are HSBC machines in several places at his Brooklyn College and that their branch is opened 7 days a week, Sat and Sunday 9-1pm and Mon - Friday 9-4pm; these are longer hours than Emigrant Bank; in addition Emigrant branch is located right outside of his college and not only is it closer to our house it is right by the subway making it very convenient and much more functional than Emigrant.
The main difference is we were treated in a friendly manner at HSBC and with respect. Also my son had over $4,200 to invest. He is considering now also investing in a money market account with other money he has saved. I think because we may have looked poor and rather shabby in our casual clothes, my frumpy attire with my long hippie skirt to cover my ugly braces and my recent dental surgery which has caused me lose my 2 bottom teeth we were discriminated against.
I overheard your employees make rude comments about us after we left their desks; they were clearly angry with us. I was puzzled by this rude treatment since our customer history has been for the most part depositing money into your bank and rarely taking money out. I think we have been excellent customers. I plan to close another custodial account I have with Emigrant for my daugher, but first I would like to hear from you. I would like an apology from the branch manager. I am told he will be returning on Tuesday from his vacation. I think he should be aware of how rude and unprofessional his assistant branch manager was and what happens to his branch when he is away.
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