I have been dealing with one concerning situation after another with this bank since Oct. / Nov. I have made a series of complaints about a situation and the employees at my branch ignored the issue and never looked into it.
It started with my husband making a visit to the branch and I was aware, it was close to where he was that day. We live 30 miles from that branch and was convenient. For the most part it was our routine to work with our local branch.
My initial concern was after I received a phone call stating my husband was in a Branch and was with ME. It was insinuated that it was me, and then when I denied being there with anyone other than himself, the Sovereign Bank Caller implied that my husband was in fact there cheating on me and stated "this is awkward mam".
When I confronted my branch about the situation it was not ever looked into. and the question amongst the women at our local branch was maybe your husband was cheating. This was not my concern, the concern I was trying to investigate was is this a crazy employee or was there a serious situation with a woman who was acting as an impostor and if my husband was really there. The other problem was that she was discussing the accounts that my husband had and I was not a signer on. It was implied that he was hiding these large amounts of money. The truth, I knew, what if I did not know? The employee needed to be handled then. There was a serious situation, a little deeper than a slip of the tongue telling on my husbands affair. This never sat right with me - and it deeply affected our relationship and left me very uncomfortable with my marriage and the competency of the bank and the people they hire.
It is a coincidence that we lost our ATM on the weekend seven months later and wound up at the Toms River Branch where the initial call was made from. I was on my way to a doctor that morning with my husband and child in the car. We were not happy about ever having to go to the bank where the call came from, but were in a situation where there was not an option as that was the only branch where we could go at 9 am, and still be on time for my doctors appt.
It was the usual drive thru experience at first. My husband asked the teller for a withdrawal slip. We got the slip and he proceeded to fill the entire thing out...UNTIL THIS VOICE SAYS,
"I haven't seen you in six years" And continued to ramble.
I reacted to a very very distinct RASPY VOICE, " are you the one who called my house?" Even more sure since this teller recognized my husband. As I was saying that I am tuning into the rambling and I hear:
" Press Charges" and I see the woman on the phone. I was a little stunned because it was happening very fast. I respond and as a reaction a bit confused, "YOU CALLED ME??!!??"
This was so much so fast. It was then when my husband is making sense of it all and is not focusing on this person at the window because of all things she was rambling through the speaker " RESTRAINING ORDER, My HUSBAND WOULD LIKE TO MEET YOU , MF'er"
My husband looks at the window and me and says, "that is my ex wife"
Acting out of shock anger, I am now angry for the phone call, the wacky woman at my bank, and I have my own schedule. I called her fat! I am guessing the police that she was calling answered as I was the one who could see this woman from where I was sitting. I am realizing she could not hear me and I wanted her to know what I was saying so I got out of the car and stood by the trunk feeling provoked as a human would have in the situation, I just made the motions like a third grader WITH MY ARMS like a pregnant person, conveying Hey lady you are fat! It was an immature insult. But, I was outraged and not too educated to dealing with a surreal situation like this.
I then had to go 6 miles back and forth to other bank to get my money from another Sovereign and in the meantime we thought that we should get on the phone with the police and report that we were not there to bother the ex wife who had this restraining order. WE NEVER WOULD HAVE BEEN A CUSTOMER IF WE EVER KNEW THIS.
It was apparent the police had been a little more consumed with the tellers who were backing the emotional employee with the restraining order when I was put in the car like a criminal. Upon being questioned, the Dover Police Officer was just implying we there for trouble and I was the instigator. Quite honestly, we probably would have never known that she worked there if she was doing her job without her feelings from 7 years ago taking control over her at the bank where she was employed. This Police Officer's First comment was, "I know you hate her."
I never met her! I have my own life, I could care less about her. She is a no one to me! I was placed in my car and unable to get out. The doctors office is next to the branch so, with this ridiculous drama unfolding, it was embarrassing and degrading to keep my appointment to say the least. Then says that she is going to go and file harassment charges against me. Is this the 3rd grade?? For an insult, FAT?
Feeling ignored and like I was never heard from the initial call from that branch, I knew that there was many people at the local branch that were made aware of the situation and never acted on the complaint. After the doctors office we drove the 30 miles home and straight to the branch. It was there where Ginny Lennon, the woman who was at the bank was finally somewhat helpful, and recollected the entire situation and my initial complaint stating, " I remember everything" and making us aware the manager who also was aware was on vacation. As she saw how it affected me for an entire winter. She put me in contact with the person who oversaw the Branch in Toms River and then my questions and concerns became a little more serious with the bank after we spoke to her.
We called Sharon Pastas, who was already aware. Now at this point I was calm and armed with my rights as a customer and their policy. It is a policy for these employees to not deal with family or friends. So, the event never should have happened. The woman, Candice, (the ex) should have gotten another person to serve us. Instead of sending a slip and then starting to make problems while calling the police.
It was how she was trained. I never saw her in my life, I had no idea who that teller was. My husband and I would never acknowledged her and drove off and went about the day.
When my husband confronted Sharon with this information, she lied, and said there was nobody else in the branch to help her and covered for the overly emotional employee behind bullet proof glass. We had a baby in the car. Real intimidating!
This was not resting with me. The answer was, there will be repercussions. For who? The person I am complaining to is lying. I am now nervous, and how do I take this on, IT IS A BANK! This was not the mall or McDonalds. This is where I have accounts, personal and business! Is this really happening?
It only gets disturbing as I am trying to absorb it and valid concerns and questions are coming about. Am I safe? Is my family safe? Why did the first branch ignore the initial complaint?
Today I get a return call from Sharon, she is not answering any questions without talking in circles.
The answers I am getting are even more bizarre. She is validating this emotional woman, as I feel she was biased. I had concerns, was the ex looking at my accounts? Does she have my address?
The story from Sharon is - THERE WAS AN OTHER UNSTABLE EMPLOYEE WHO WAS THERE AT THE TIME OF THE CALL, she handled the one transaction with my husband in October and she is probably the one who called from this branch..and she is now fired for other inappropriate actions.
Then she admits to my other concern. YES THE EX WAS IN OUR ACCOUNT the day she realized we were customers. Well, this is not good. You are telling me the woman who cannot get over her previous marriage and acts like a loose cannon knows where I live. I am not feeling too safe. She validated the action with another lie, that police wanted my information. Which was given to 911 and there were officers with us outside. Either way, A manager should have done this if it was the case.
Now, I am asking Sharon, You investigated, did you look at the tape? It would show the whole thing, our surprise.. NO, they have me, not employees on tape for the drive through. I ask is there Audio, to prove myself in the event I am in court with the ex. I am a customer. She did not follow a procedure. SO, Now I am outraged. THEY ARE NOT TRUSTING OF THE PEOPLE ON THE OTHER SIDE OF THE WINDOW IN A DRIVE THRU? They do not watch the money and employees the distrust is focused on the cars, the CUSTOMER!
This is really making me sick.
I wanted proof because there is a woman who was not bothered by her ex for 7 years, she is a little too passionate about the situation and is unable to conduct herself at work then and my only reassurance from Sharon is do I think she would jeopardize her job?
YES! She is a maniac obsessed with the past and remarried. ABSOLUTELY I AM IN A SITUATION WHERE I HAVE NO RIGHTS BECAUSE OF A 7 YEAR OLD PIECE OF PAPER, SHE IS STILL LIVING IN THE PAST! THIS IS A LOOSE CANNON, she proved it once, I am not taking the chance of AGAIN.
I wanted the whole entire statement in writing she refused.
She tells me the police are aware of this. And I do not not need it in writing.
I am a customer, I am a mother, and now the ex is still acting obsessed. WHO IS PROTECTING ME.
She was a bit too knowledgeable of why the employee was so emotional. The facts are with the divorce are bitter or not... There are two sides and I made it clear there were no kids, the woman was scorned, and it should have been a little easier to see him without the emotions with 7 years to move on.
So, I am not satisfied. I want to know what the repercussions for the people at my branch are, THEY ARE NOT TAKING MY COMPLAINTS SERIOUS!
That means coincidentally there are two people at the same branch who are out of their mind. WOW! And Sharon tells me I need to ask my local branch employees why they do not follow up on a complaint!!! I did and I followed up with a branch in the next town, at the end of my rope! John in Neptune. He blew me off with my husband in the office.
Me? I am not an employee? I am not going to do that?? Then she is telling me it is not her territory. I would like to know when I became responsible of that territory. It is not my job. And the person who works there tells me that it is not her job. Who is responsible for the reputation of the institution?? This is tacky and this offends me. I do not need this trashy drama at my banks! I have businesses.
I am violated and now inconvenienced - get rid a customer and keep an employee that is a loose cannon who cannot follow a simple procedure designed to protect bank ethics and me the customer?
It just went in circles, the questions about the recording. The answers were a mess. she did not look, but she knows they only have me on tape, No recollection of audio and then all the branches are different.
My real question is if she is confident that it is okay, put it in writing, as she refused.
Now I have 3 accounts and a business. Then I have to move. What is going on with these people and why is my life turned upside down along with my business.
I really need help, the entire situation at this bank has my rights compromised and then as a customer I am not protected.
SOMEONE PLEASE HELP ME DEAL WITH THIS CIRCUS. I am not feeling like I was in the wrong ever, and the fact that there are two crazy people they admit to employing them, unheard complaints... Who is going to protect me now?