went to bank branch to handle several transactions & directed to online service: par for the course?

[Anonymous]

Yesterday, after being out of town for a few months, I went to my local bank branch to handle several transactions - opening up a second account, depositing some paper checks, etc. I arrived a few minutes after the bank opened and the place was quiet, only one other customer was being helped. The clerk who was free asked me what I needed. I said I needed to open a new account, and she said someone would help me in a few minutes.

After a few minutes, she came over to tell me that "all the bankers" were busy, and no one would be able to help me. She recommended opening an account through their online site. I explained I preferred to wait, although not more than about 45 more minutes. She said no one would be able to help me, and repeated that I should use their online site to open an account.

I was surprised - I mean, I took the trouble to actually go to the bank, so why not let me handle the transactions I came there for - but could see she wasn't going to help me, so I said thank you and left. Tried going to another branch, which was completely packed, so just turned around and went home.

I'd appreciate some perspective. With only one teller helping the single other customer at the bank, they were clearly not busy, so I'm wondering if this incident is part of a broader banking practice change? I've gone to the branch to handle transactions before, and customer service has always been excellent. So either this one teller wasn't with the program, or I'm not with the program. Which is it?

[Anonymous]

switch bank. why open another account there?

[Anonymous]

since when do tellers open accounts? maybe they were in a meeting.

[Anonymous]

When I have bank business that is beyond what a teller can do (such as open an account), I make an appointment.

[Anonymous]

what bank and branch please

[Anonymous]

I don't know the answer, as I haven't been in a bank in years, but I do always wonder why branches keep opening. And they do keep opening around me. If they keep building and staffing the physical branches, they should certainly be willing to provide the services you need on-site.
I sometimes get this same message in retail stores where I am told to just go order it online. I always wonder if the people telling me that have any idea of how quickly they are headed for the unemployment line.

[Anonymous]

The teller cannot open an account for you.

But yes, I have been stopped on my way into the bank and asked if I know about mobile deposit etc -- basically told they'd prefer I not come in for something that can be handled online. Honestly, I'd prefer to work online too but often it is not easier or you have to wait on the phone. This was BB&T which has unusually bad customer service though.

[Anonymous]

The future is online. It seems like you live in the past. Brick and mortar banks are programmed to die. The bank employee was
trying to prepare you for that.
I bank online and haven't visited a branch in 5 years.

[Anonymous]

Plenty of people with lots of money walk into banks. Older people, yes. Lots of money.

[Anonymous]

Weird. At my bank the tellers know my name, and the names of almost everyone who walks in. It's really nice.

[Anonymous]

Anonymous wrote:Weird. At my bank the tellers know my name, and the names of almost everyone who walks in. It's really nice.

B/c there are so few of you. That branch won't be there for long.

[Anonymous]

Anonymous wrote:

Anonymous wrote:Weird. At my bank the tellers know my name, and the names of almost everyone who walks in. It's really nice.

B/c there are so few of you. That branch won't be there for long.

Ehh. There are certain things that you cannot do online. I cannot get $100 bills anywhere but in a branch and I can’t deposit large checks online.

[Anonymous]

Mine is 100% people depositing large amounts of cash. Not wealthy old people, but more like people with laundromats, house cleaners and yard workers. I needed to get cash out since my debit card was blocked and wouldn't work in atms. They gave me cash but I had to call to get a new debit card. I wasn't able to do that online either.

[Anonymous]

Anonymous wrote:Weird. At my bank the tellers know my name, and the names of almost everyone who walks in. It's really nice.

Where? Town Nowhere in Nebraska? Pop of 2?

[Anonymous]

OP here. Thanks everyone for your perspectives. I appreciate it.

I'm aware we're heading toward minimal humans in the loop at banks. I hadn't heard that banks were starting to eliminate some in-person services, and were simply telling customers to go home instead of providing services. That's the part that surprises me.

My bank's online site is pretty glitchy, and handling anything by calling their 800 number usually takes a minimum of an hour, and more than one phone call. It takes less time to handle transactions in person at the branch that's a 5-minute drive away.

Might be time to switch to a bank with better online service.