First Convenience Bank Support Ticket

Bad service at one of your locations

Created By: Alena's Picture Alena Last Reply: Alena's Picture Alena
Priority Level: [Medium] Status: [Open]
Created: 6 years ago Last Updated: 6 years ago
Department: N/A Replies: 0

I was in your bank on 10/2/11 at 3:45p. There was one teller helping two people open an acct. A line formed and three people were waiting to be served for quite awhile. The teller at work was Stephanie and she has always been very helpful. She apologized for the wait a couple of times. Me and the others waiting saw two people come into the side door of the bank and walk to the back area and close the door. They remained back there for at least 10-15mins, without attempting to help any customer. Stephanie knocked on their door and said help was needed. Still noone came to help for another 5mins. Stephanie knocked again. Still no response. Finally after numerous minutes of waiting, Elida came out with a second female, who I assume she was training. I didn't catch her name. Elida helped me first. She apologized for keeping me waiting and I indicated it had been quite awhile. She said, "I was busy on other things in the back." So what is more important than the customers? The other customers behind me were two males and they were both very hot about it. One said he was going to report the matter as well. He asked Elida for the names of the 3 tellers in the bank at that time.

I want to report another matter that has been ongoing at that location. That bank is focused on getting out before proper closing time. Their clock is consistently set fast. When I was in the bank on this particular day, 10/2, the clock was set 8 mins fast. I noticed that in the bank before and brought it to Elida's attention a few weeks ago. She said, "we like to leave early." I told her she should set it on time for the sake of the customers. As we were talking about it, a customer stepped into the bank and Elida told them they were closing. According to the clock that would have been true but the clock was set 5mins fast that day. She didn't care if the customer was helped or not and the customer left needing help, when there was still 5mins left that she should have helped them. This branch needs to be examined for efficiency. Stephanie has always been very helpful and everyone else there has been. But on two occasions, Elida was not. I hope she doesn't get fired but the clock needs to be left at the right setting and she needs to be willing to stop what she's doing and help customers, for goodness sakes. What could be more important than letting a line of customers wait for 10-15mins? This location is at Gus Thomasson and Ferguson Rd, in Dallas, TX and is in a Walmart store. Thank you. Anonymous.


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