Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I been a member of The Bank of Canton for 15plus years, maybe more or less.I have always made money orders and brought extra cash with me to complete my amount.On November 8th. I went to Quincy ******** which is closer than Canton route 138.I came across a women name ****************** who took my withdrawal slip and cash from a man in the drive thru. She automatedly seen I was a BLACK WOMEN and started giving me a tuff time. First she told me that I can not get the money order for the amount I needed because some was cash. She held on to my slip and money. I told her I been a member for many years and she time I HAVE NEVER SEEN YOU BEFORE. So I asked her does she work 24/7 and at all the ********s. I told her I normally go to route 138 and i have never been told this lie she's feeding me. She walked away. When I rang the **** everyone ignored me. After ringing the **** like 10 times, The same gentleman came to the window, He told me ******* was Calling Canton Location to verify I was a member who got money orders there before. When I asked her name he looked scared to tell me. I told him I am a customer who has rights and I have the right to know her name. When I told him I was calling corporation he got real scared and told me her name. When I called corporate they also messed up and had the branch manager call me. After talking with him he disregarded what I said and also validated I was miss treated and laughed like its okay and I should be okay with his condescending apology. Thank god the line is recorded. WORST SERVICE EVERY. I LEFT CRYING AND FELT SO SMALL
Business response
12/30/2021
We were disappointed to learn of how Ms. ******** experienced the events of November 8th. Upon receiving the alert from BBB.org, Ms. ********'s comments were immediately shared with the bank's president ***** CEO, executive vice ********** *** *****compliance officer, and vice president of branch management *****administration for research and review.
The incident was thoroughly researched per the bank's formal Complaint Policy, with interviews and summaries provided by the parties involved at the *************************. After review, we believe that the actions of our staff were in-line with the bank's policies and procedures.
The type of transaction requested by Ms. ******** required additional research by the ***************************** head teller, who had not processed this type of transaction in the manner Ms. ******** said her primary branch, the Route 138 branch in Canton, had done for her in the past. In the interest of serving Ms. ******** as quickly as possible, the head teller called Ms. ********'s primary branch for clarification on how to properly process her request. What Ms. ******** unfortunately mistook for suspicion and disrespect was actually the head teller following the bank's standard "Know Your Customer" protocols (which are required by banking regulations and applied regardless of a customer's age,race, ***, and other characteristics) and verifying procedure with the Route ********************************** ********'s transaction as quickly as possible.
Quincy's branch manager spoke with Ms. ******** and apologized for any misunderstanding, and tried to reassure her that the bank was following procedures and attempting to provide her with faster service. Ms. ********'s dissatisfaction was communicated to the bank's vice president of branch management *****administration, who attempted to contact Ms. ******** himself by phone to discuss what happened. He left her several voicemails; however, Ms. ******** declined to return his calls.
Again, we are very disappointed to hear that Ms. ******** believes she was mistreated and left upset, and we would welcome the opportunity to resolve this misunderstanding. If she would like to continue the conversation, she is invited to call Vice President of ***************** ***** Administration ***************************** directly at ************.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.