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

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[quote=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?[/quote]

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