June 2024 by Shawn Slappy
Full Disclosure: Citizen’s Bank overall has been a wonderful experience. I am speaking about a specific branch with specific employees. I walked into this branch in Colonia for the first time. Immediately, I felt unwelcome. Of course, it could be me, so I proceeded with my transaction. I want to remind you that I opened an account two weeks ago and don’t have my debit card. However, I have my account number and driver's license. I go to the bank teller with my withdrawal slip and ID. She immediately started questioning my address, which differs from my account and driver's license. I proceeded to tell her that the address was my second home. Okay.
She then started asking me several other questions about my recent transactions. I answered those questions. I went further by opening up my citizen app and showing her my account information. Not good enough. This gentleman came over and proceeded to ask me the same questions, plus additional questions. I answered them. Now, I am dealing with the original teller. She asked me more questions and then said, I am going to send you a notification on your phone. Now, I have to go to the car to get my phone. When I came back, she had another lady there asking why the branch didn’t give me a debit card. Ma’am, I don’t know, but I verified all my information. She then told me to come with her, sat me down, and asked more questions, including asking for my social security number, my banking transactions, and everything I had answered previously. Everything is verified a third time. Let me say this: I had my starter checks and all my documentation when I opened the account and showed everyone everything. Now, finally, she says, you can have your money, let me get it.
I waited for 15 minutes, and I was like, what is the hold-up? Remember, the bank has one or two people coming in, so it is far from crowded. I get up to see what is going on, and then she says, your signature on your withdrawal slip doesn’t match the signature on your account. That was it. After accusing them of profiling me, I requested to see the manager. After I got my money, I spoke with the manager and explained to her my experience. After explaining everything, she indicated that it wasn’t profiling and was policy; one thing she didn’t know about me is that my background was suited to challenge her. Once I did, she agreed that I had satisfied the verification process and shouldn’t have been subjected to all these additional processes for no reason. That confirmed my profiling experience at Citizen Bank in Colonia. I hope they can foster a more inclusive experience for all customers regardless of race or background.
