Teller Davina gives bad customer service. I have known her for a while since I have been banking at the Upland Chase branch since 2018. It all started with some casual conversation in 2022 when she was processing my transactions. I am in the bank 2-3 times per week. All the tellers know me. I said some things in our conversation that offended her, which was never my intention. They were not directed towards her, nor did I say anything I didn't already say to the other lady. The content of my comments surrounded weight gain by a fellow co-worker lady after 2 pregnancies. It was a factual and rather innocent comment by a middle aged woman such as myself. The assistant manager was made aware of this immediately by Davina and by me the next day. I apologized immediately that day of the incident and again apologized a couple weeks later when I saw her again. She never helped me after that. Instead she avoided me. Every time it was my turn at the front of the line and she finished with a customer, she would go on a break to purposely not service me. At first, I didn't think much of it, but it happened a few times. She did not even vouch for me for a transaction that I had previously done with her, for a new teller who didn't know me. I shared her behavior with the assistant manager who stated she would have a talk with her. Then it happened again the next day when I was the next in line and she did not service me. When I brought it up to the assistant manager and manager again, they both told me that if she didn't want to service me, she did not have to. The manager stated that she cannot force her to assist me if she doesn't want to. I was appalled at not only Davina's behavior but at both of the manager's response to the matter. Since when did tellers pick and choose who they want to service? I took it to the next level and filed a formal complaint to the corporate headquarters. They investigated the matter but nothing has been done to my satisfaction. She remains there at the branch and seems to have more work days than ever before. All the other tellers continue to be friendly as they always have been. No one seems to have a problem with me but her. She is half my age, a millennial who seems not to know what good customer services means. There used to be the saying, "The customer is always right." Instead, I am being treated with a cold stare whenever I am at the front of the line if she sees me and she states, "someone will be right with you." Once another teller assists me, she comes right back out to help with the line. She definitely is discriminating against her customers, picking and choosing who she wants to service. Personal grudge or racial discrimination?
I go to the bank on a weekly basis, sometimes twice a week. This happens every time now. She did help me once and was very professional, almost robotic. But it was not without giving me a hard time about not having my ID present to be able to give me a balance at the end of my deposits. Her detailed explanation for over a minute seemed to be unwarranted as she obviously knows who I am, especially since she avoided me 90 percent of the time after the incident last year. She sees me in line and will close her teller window if I am next in line and she is the next available teller. So she has identified me without seeing my ID.
I do see some new faces at the bank. They are extremely friendly and professional. Perhaps, Davina can learn to let go of personal grudges and learn how to be a better person from her co-workers. She should also learn to respect people that are twice her age and of color. read more
