March 2021 by Anna Marie
My dad died unexpectedly. Sadly he had no will and luckily he was insured. After we buried him on April 12 we remembered he had an account with Sabine. My sisters and I went to this branch on LA1 and asked a CSR (brunette directly in the front door)to provide us with information in order to close his account. Her response was simply provide documentation. So I proceeded to ask her what documentation was needed in which she responded Any documentation I explained to her that’s a broad statement and asked her to be more specific.... she said the company’s attorney would have to decide so I asked her if she can provide me with his contact information or someone I can ask in the branch for more specific information .. she stated she was the only one she then proceeded to tell us that the attorney was in house like this is enough information and we should be satisfied. Tobey was very dismissive from the start we immediately got the feeling that we were interrupting her day so we left to gather the random documents she asked us to provide. Upon returning she continued to be dismissive and not answer the questions because I now suspect she may not have known(which honestly She could have simply stated on the first visit that she was in aware of this information and would contact us with further steps later instead of the run around) because she was not able to give any specific information to the steps of recovering dads account my sister asked to speak to a manager,Tobey looked around condescendingly and stated no manager was available, my sister then proceeded to ask for someone else to speak to and the brunette stated she was the only one that handles this situation. My sister cut her off numerous times as she was still being dismissive and condescending and finally the VP approached only to tell my sister he is the go and although he does not help customers(his words) no one else is available... I don’t even understand the point of him coming over to relay this information. compassion and customer service is important! Especially during a time like this when the world is dealing with this pandemic and so many loved ones are being lost. I also want to state that this branch has nothing to do with the customer service from the other branches as I’ve never experienced this type of dismissive behavior from Keyser and I frequently visit that branch.
