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Home >> Checks/Money Orders >> Checks You Received
Responding to Bad Customer Service
I was refused service by my bank today. I was going to post a friend's third party check of over 10k from Bank of America against my account which had enough of my money to cover it. An employee, who interrupted my discussion with the teller, told me she was reporting me to the IRS based on a federal regulation.
I have processed larger transactions in the past with this bank and other financial institutions and never been told about any federal paperwork needed. When I asked for the manager and more information she told me to: "take my business elsewhere, we do not need it".
This is at a bank I have been with since 1996, which is a $160 billion commercial bank. Neither the employee nor the branch manager took the time to review my banking needs or attempt to explain what they were talking about so I could understand it. They also could not produce any related documentation when I asked for clarification. They embarrassed and insulted me in front of the staff and also other customers. I felt like I was being personally attacked. Obviously they left their customer service etiquette at home.
When I called the bank’s 800 number I was told I had to deal directly with the branch, but they would file a complaint for me. They also would not provide me with the Regional Manager’s or Executive Services contact information. No phone numbers or email addresses.
When I went to another branch, they never said a word. I cashed the check against my account and received 7k cash with great service and without any issues. After doing some research, I believe they may have been referring to 31CFR 103.22 - CTR's, BSA's, FinCEN, SAR's etc. I have a checking, savings, money market, CD, and SEP with these folks. I am looking for assistance to file a formal complaint so no one else ever has to be treated this way in the future.
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 We agree that you received very shabby treatment, and certainly can't explain why. If you wish to lodge a complaint with the bank's management, first see if there is any management information on the bank's website. Often, the names and contact information for key individuals can be found there.
If you are not able to identify an individual, make note of the bank's principal contact address, and direct your complaint to that address, to the attention of the Chief Executive Officer. His or her office will forward your correspondence to the correct area of the bank.
Because there's no suggestion in your inquiry that the bank violated any laws or regulations, a complaint to the bank's federal or state regulator wouldn't accomplish much other than allowing you to vent your frustration. Sometimes the only effective way to deal with such inconsiderate treatment is to take one's business elsewhere.
Published on BankingQuestions.com 8/07/08
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