I've seen many reports on Compass Bank here. I thought I'd add my own experience.
This is a copy of an e-mail I sent to the bank. I actually recieved a voice mail from a man in their corporate office. I returned his call and followed up with 2 more calls but he never called me back again. Customers are not a priority at Compass Bank.
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I was in the Roebuck branch at 2:00 today and experienced the rudest Compass employee I could ever imagine.
I went into the branch to have my debit card replaced since is several years old and worn out. It has stopped working at many machines. When acknowledged, I approached the teller's window. Her name was Nakita. I explained my needs and she told me that there would be a $5 replacement fee. I replied, "You are going to charge $5 to replace an old, worn out card?" This is the point when our conversation went downhill. With a bad attitude she replied, "I'm not going to charge you, Compass is." Noticing her obvious bad mood I replied, "Whatever".
She asked if I knew my account number and I told her that I did not. While she was working in the computer, I asked, Under what circumstances would someone not have to pay $5." Without acknowledging me she looked to her left and asked the manager that question. Even I could see that the manager was on the phone and was also attending a customer. Nakita got no response. About a minute later the manager got off of the phone and asked Nakita to repeat the question. She did repeat it but then turned away, ignoring the answer. Nakita very obviously thought she already knew the answer. I listened to the answer. I was to not be charged. I pointed to Nakita and asked the manager to tell her, please. I then dropped my card back onto the teller's counter and told Nakita that the manager had said that I was not to be charged. Nakita picked up my card and shoved it back at me.
Nakita then wrote out something on some paper and stood up. As she passed the manager, she told the manager I "was under the impression" that I wasn't going to be charged. The manager confirmed this and told Nakita what key to tell the person authorizing my card to push to make sure I wasn't charged.
I was still standing at the teller's window when she walked around the counter and out the door to the lobby. She was about 10 feet away from me when she told me that she was "done with" me.
Not knowing exactly what she meant and not yet realizing that she was being extremely rude, I followed her to the door of an office off the lobby. I asked her what I needed to do next. I was told to leave.
I walked out the door and, on the way to my vehicle, I thought about what all had happened and got angry.
I went back in and the manager, who was still trying to help her customer, asked me what was wrong. I recounted the high points of my story with Nakita standing with us at her window. She then accused me of throwing my card at her. I challenged her and she got quiet. The manager REPEATEDLY called out her name trying to get Nakita to pay attention to her. She refused, completely ignoring her supervisor. I commented that Nakita obviously was not only extremely rude to customers but also refuses to cooperate with her supervisor. I was told by the manager that she would be "talked to". I doubt it will do any good since she was already ignoring her supervisor and doing it right in front of all other employees & customers.
As I told the manager, it seems that Compass advertises for business and then allows tellers to treat those customers like garbage. I don't appreciate it one bit and I'm livid over the way I was treated today.
I know it was all captured on camera and I certainly hope all the audio was captured by your system. I urge you to take a look and a listen and see exactly what happened because your rude employee is already lying about events.
As I really don't think that the upper management of Compass condones such rude behavior, I do expect further contact from someone above the branch manager level.
Please note that my voice was never raised nor was I rude in any way until I reentered the bank.
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