Today, July 18, 2026, unfortunately I had an unsettling experience in a Wells Fargo branch located…read moreat 1221 Liberty Avenue, Hillside NJ. Requested by my sister, who is autistic but very independent, who is a regular patron of this branch, asked me to accompany her to assist her with her banking business. She needed to correct the name on her bank check that she had purchased last week and withdrawal some of funds out of her account. The moment I met the teller, she was unwelcoming, suspicious, dismissive, and cold. When I asked her how to go about correcting the bank check, she completely disregarded me and spoke directly to my sister. Unsolicited, the teller suggested that my sister can keep the bank check blank and just fill it in manually. My sister did not understand, and I explained to the teller that my sister prefers to have the information typed in. After the teller handed the replacement bank check and cash to my sister, I asked my sister if she was going to count her money; at first, she said no but I suggested that she do. Also, the teller did not say thank you for our visit today.
While my sister found the back room to count out her money, I tried getting the attention of bank associate to ask who is the bank manager but noticed that he was on the phone, I said excuse me but then overheard him say on the phone, "sorry I couldn't hear you because of some background noises." The bank was not noisy, and I was the only one in his space. This was rude and unprofessional. He did not acknowledge me and completely ignored me while saying that rude comment.
Fortunately, I was able to speak with another bank associate, who was very receptive to my concerns. He heard me out and offered me his apologies and advised me to speak with the bank manager. The branch manager was also attentive and understanding to my concerns with my unfortunate interaction with the teller. I explained to the manager that my sister at times needs my assistance, and I will oblige but I should not be made to feel like I am intruding when accompanying my sister to the bank.
I understand that when bank associates are not familiar with unknown faces, customer service and common courtesy should not be compromised. Bottom line, the Golden rule should be implemented into your training.
Thank you for taking the time to review my complaint and I hope that this teller be retrained in customer service relations.