Today at about noon I entered Rancho Encinitas Bank of America to close my accounts. I had been planning to do this for quite some time. However it is hard for me to get to the bank because I am lucky to be employed and I am at work all day on regular business days.
I got in line when I arrived and quietly and patiently waited for my turn. After about 7-10 minutes, when I arrived at the teller Kaila, I informed her that I was there to close all of my accounts. (I had four accounts there.) She was polite, but said that I had to meet with a “personal banker” to close my accounts. I told Kaila that I was not interested in any such meeting but just wanted the accounts closed and all funds provided to me in a cashier’s check. She began processing the transaction and was joined by a supervisor named Vicky Campos. Campos also mentioned that I should have a meeting with a personal banker to discuss my accounts. I again declined and said I had nothing to discuss. I again requested that my accounts be refunded to me. They were having trouble with one account. All accounts had positive balances. I asked them if I needed to contact a regulator to get my own money.
Then Vicky Campos again requested that I meet with a personal banker who could “help me.” I again declined and said that I just wanted my money. Then Campos requested her manager to come over and stated that my accounts were difficult and that I needed to see a personal banker. I again asked for my money. Then Mr. Stephen Mellos phone 760 943 6168 came over after Campos told him I was asking to close my accounts and not meeting with a “personal banker.” Mellos said to Campos: “Oh, no she is NOT. ” He stepped over and intervened at the window and grabbed my identification and debit card and told me that I “WAS meeting with a personal banker.” I grabbed my property (ID and debit card) back from him. I said that I was NOT going to meet with a personal banker and that I was going to stand right there at that teller until I had MY money from MY accounts.
Mr. Mellos then got upset and said loudly that I was going to have to meet with a “personal banker” or I was not going to have my accounts closed. There were several people in the main line and in line for personal bankers and I had already waited in the main line and had nothing to discuss so I stood firm and said rather loudly (since HE had gotten loud first) “I am NOT going to meet with a personal banker, I have already waited in line, and I am going to STAND RIGHT HERE until you give me MY MONEY.”
Mr. Mellos then loudly said to me “YOU ARE PSYCHO.” Then I took the pink slip that had been with my ID and debit card and started taking notes. I said, whatever you think of me is fine. I just want to close my accounts and I am standing right here until I get my money. I want to close my accounts. Because I was still standing there, I said to him “Call the Police if you want, but I am standing right here until you close my accounts and give me MY money.”
At this point, Mr. Mellos is still standing on the same side of the window as me and he gestured to all of the customers now waiting in line and said. “YOU ARE BEING RUDE, these people are all waiting and you are holding them up. Your accounts are complicated.” I again said, “I am not moving until you give me my money. I want my money now. I’m not going to meet with a personal banker because all I want is MY MONEY.” Then I said to him, if you don’t give me my money, I’m going to contact a bank regulator. Mr. Mellos said “Good, do it,” and he handed me his business card. (See above.)
Realizing that he was not going to force me to wait in another line just to go into the room of his choice, Mr. Mellos then went around the counter and joined the teller. Then he said, “Can I have that pink form back that you snatched?” This form was with my debit card and ID when he attempted to take it away to force me into a room with a “Personal Banker.” I said, “No, you’ll need to get another form I’m using that one to take notes.”
Then I said, quietly to them “I’m not trying to do anything here but close my accounts and get my own money. I just want to close my Bank of America accounts.” Mellos then said “Gladly.” (Oh, what a very nice example of customer service.) So at that point I pulled out my iPad and took a picture of Mr. Mellos and the teller. (See below) After I took the picture of Mr. Mellos he started sarcastically waving. Then suddenly as he saw me taking more notes he started behaving sightly more like a professional Bank Manager should.
Stephen Mellos then stood there working to close my accounts with the teller. I was upset. While I stood there two other people had come in and closed out their accounts (one male one female.) At that point, The teller told Mr. Mellos that there was something pending against my checking account. He said, “I don’t care, she can deal with it when it overdraws.” Even though this was a rude, thoughtless and inconsiderate comment from a bank manager, at this point I did not care either. I just wanted my money and out of there.
Finally after about 15 minutes of waiting for them to shuffle papers, double check my ID, check my signature card and prepare the cashier’s check, and after being subjected to VERY RUDE treatment by Stephen Mellos, I got my cashier’s check and headed off to my local credit union to add these funds to my account there. I made it there before they closed. They smiled and they knew me by name and politely accepted my deposit.
Ahhh. Relief.