RE: Account number XXXXXXXX
I am writing in complaint of a branch manager at the Federal Way, Washington location. I initially looked over my account online and noticed that I had overdraft fees for the second day in a row. This totaled $140 in fees in two days. The day before I called the call center to discuss the fees because I didn't understand how and why I had these fees. The representative explained to me each transaction. I wasn't happy with the end result and asked what my recourse would be. He explained that I should go through the chain of command which would be a supervisor as well as going in to speak with the branch manager. I kept that in mind. So when I check my account today I realize that I more fees, I was confused as I had transferred $240 from my savings to checking to cover the fees from yesterday as well as anything else that might come in. I decided to go into my branch and speak with the branch manager to have her explain somethings to me as well as to dispute some things. As I walked into the branch I was greeted by perhaps a greeter (unsure of his title). I told him that I would like to speak with the branch manager about some issues that I was having with my account. He told me to have a seat and he would get her for me. When the branch manager approached me she introduced herself as Thu Van Ngo. I shook her hand and introduced myself. She took one look at me and told me that she was going to have someone else help me. I asked her was there any particular reason I would prefer to go through the chain of command and speak with her. She immediately became defensive, said because she had a lobby of other people she needed to help and flat out refused to speak to me. I was taken back by her demeanor towards me. As I was speaking with the other representative I noticed Ms. Ngo at the next cubicle with another customer going over her account. Which coincidently was an older caucasion woman. I at that time decided to cover the overdraft fees and withdraw the majority of my funds in all of my accounts and take it to a credit union where I also bank. I am extremely upset about my experience. Ms Ngo took one look at me and refused to help me and I sincerely in my heart feel that it was due to the color of my skin. I am indeed a working class woman and am building my nest egg slowly but surely. I should not be refused service or given a different quality of service simply because of the way I look or because of my revenue.
I hope that you wont ignore this complaint and snub me as I was snubbed this morning. I am not going to rest until I receive some sort of satisfaction. I was insulted, humiliated and brought to tears.in front of customers as well as other employees. I conducted myself tactfully and with poise but I am very angry and I am not going to let this rest.
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