My husband and I normally do business in the Chase in Homestead- our family business is located 30…read moreseconds from there.
Last year we purchased a single family home inside Silver Palms, and decided to go to this bank due to it's proximity to our home. What a mistake that was.
I walked into the bank for two things: change my legal name and acquire information in regards a business account. We bank with Chase for our personal account, and bank with South State for our business accounts (due to the nature of the business, three accounts are required). We understood we would have to wait due to not having an appointment. We were perfectly fine with that. We signed in, and patiently waited in the lobby with our autistic six year old son.
Because there was no one in the bank, we could clearly hear the banker closest to us calling customers in spanish trying to get them to go into the bank. We continued to wait. Then said banker, gets up and sees a couple standing by the door, and asks them if they have an appointment. The couple said they were called by someone and told to stop by the bank. The banker walked away to check if they had an appointment there, and said they had no appointments. He asked if they were sure they were in the correct branch. After checking on the couple's phone, they realized they were infact at the wrong location. The banker said, don't worry I'll take you. As he's walking by, he leans to were we are waiting and asks, have you checked in?
He knew we were next and decided to skip us, because if another branch wanted the couple to come in, it was because he could get commission out of an account change. I never told them I wanted information about opening a business account, I only said I needed to change my name on the account.
My husband got up and asked the teller who is responsible for taking names for people waiting on bankers, why we were skipped. The teller made an excuse that the couple must have had an appointment and my husband explained to him what we heard.
We continued to wait, and after a failed attempt to get the couple to switch their account into one that would give them more interest, he tells them in Spanish: well, think about it and let me know. I have to let you go because the people waiting..."
The banker walks out the couple, then proceedes to walk towards where we are sitting and asks my husband if we have an appointment in Spanish.
To which my husband replied, we don't, and neither did they. So this banker yells at my husband: do you have an appointment? No! If you don't have an appointment you wait!
He was not going to help us, so there was no need for him to even approach us. We were sitting at the lobby waiting not saying anything to him or to anyone. We were just sitting there on our phones. He was aggressive, and extremely confrontational. The level of unprofessionalism expressed by this individual was something I haven't seen in any type of customer service employee in any field.
It was mid blowing that no one from the staff bothered to intervine or call him out for his poor behavior. My son, was so uncomfortable he asked me what was going on. I should have read the reviews for this location and stayed away. If you decide to bank here, I would avoid the banker, Luis Olaya.
