Thursday, February 01, 2007
If you bank with WAMU you need to read this.
The following occurred at Washington Mutual, Corbin/Nordoff branch.
Following Father being admitted to the ICU at Valley Presbyterian Hospital on Friday January 26, 2007, we (the family) were advised that it did not look good and that it was very likely he would not survive due to renal failure and his blood pressure bottoming out. With this in mind, my Mother believed she needed to get a handle on where things were, what was in the safety deposit box etc. Knowing that she would be unable to handle getting in the vault and getting the box out on her own, we decided we should see about putting me as a signer on the safe deposit box. I had other bank business to transact for Mother so while I was there on Jan 28, 2007, I asked if this would be difficult to have me put on as a signer for the box explaining that Dad was in ICU and not expected to make it. The teller asked me to wait as she wanted to make sure that the secondary on a box could have me put on as a signer or if it would need to be the primary (which I was pretty sure was Dad). I was told that Mother would be able to do this.
On Jan 31, 2007 I took Mother to the bank. There was a long line, which we started to wait in, then Mother, not having been to the bank in over a year suggested I take her down by the desk for the safe deposit boxes so I did this. After waiting for some time, she had me approach a desk across the room to see if we were in the right place. I was told no, that we would have to wait in the line, which was now even longer. We got back in line and waited. There were two tellers waiting on customers, and when our turn finally came, Mother made a small deposit that she also had brought to take care of and explained she wanted to put me on the safe deposit box. The teller looked it up and determined there were in fact two safe deposit boxes which explained why I had two keys in my possession for this errand.
The teller informed us that the adding me to the box had to take place at one of the desks across the room, and told us to go see Kathleen. I knew who Kathleen was having had previous dealings with her, where I had noticed her being very short with me, just shy of rudeness. I wheeled Mother towards her desk. When we were within three feet of her desk, she abruptly rose and headed for the exit door. I asked her if she was leaving as we had just been told to come to her.. she said yes she was going to lunch and someone else would have to help us and walked out the exit with out any further conversation.
I then wheeled Mother over to the desks that were occupied, and a small woman who I believe had a name tag that said her name was Flora asked what we wanted. Mother said she wanted to add me to the signers for the safe deposit boxes that they had at the bank. The woman said she did not know how to do that, and there was no one who could help us except Kathleen who had just walked out the door. Mother asked to see a manager and was told no one from management was there right now. Mother was beginning to become irritated and having worked in a bank herself suggested there must be someone who could help us now. The woman said she would see if she could find someone to help us. She disappeared for a rather long time, returning with two clear plastic sleeves waving them about explaining to Mother that I could not be added to the box as it was in the trust. I started to ask if both boxes were in the trust whereupon this woman said “you don’t talk. You have no right to say anything here. It was apparent English was not her first language, and her tone and demeanor led me to believe she had just told me to shut up in an extremely rude manor. I said “ Excuse me?” Mother had been unable to read the paperwork in the sleeve and asked to see it and since this woman was not holding it still she took it and held it where she could read it. Flora then told me I had no right to say anything again, and snatched the paperwork out of Mothers hand turning to her and saying “and you don’t be taking anything out of my hand” I said to her, “ and you don’t need to be grabbing anything out of my Mother’s hand either.”
Mother was becoming more upset and said “how about if I just empty out both the boxes then.” Flora said she was welcome to close the boxes, I said I did not think she should close the boxes and again was told I could not speak, and said to me “ I am not talking to you I am talking only to her” and shoved her stubby little finger in my Mothers face. I admit I was having trouble maintaining my temper at this point, and again spoke despite the warnings I had no right to say anything. I told Mother not to close the boxes, if she wanted to empty them fine, I had a fire proof safe at home that would do for temporary storage, but did not want her to close the boxes in case Dad got well and wanted to put things back into them.
Flora stated I would not be permitted to help my Mother in the vault, so I said then she would have to push her in and help her as she was not able to do this on her own. She said she could not push Mother would have to do it on her own. I said in effect you are denying my Mother access to her safe deposit boxes as you will not let me help her and you won’t help her. This line of dialog repeated at least twice before looks were exchanged between this rude woman and a male who was seated not far away. At which point they decided I could help Mother and her wheelchair in the vault as long as it was alright with Mother.
The teller had written down two box numbers for us, and I wheeled Mother back to the gate by the safe deposit box vault to wait.. which we did for another 5 minutes or
more and then Flora came and filled out a list and had Mother produce ID and sign on two lines of the log.
During this transaction, Mother asked Flora if she always told her customers to shut up. Flora responded with “don’t tell lies, who said this” Mother and I both said, “you did” and she again said “no, you lie, don’t tell lies” calling both of us liars. I said never mind Mom, lets just do what you want to do here, I am not going to argue this.
On entering the vault I saw one of the two numbers the teller had written down on an open door that was obviously empty. I pointed out that was one of the numbers and it was apparent the box was missing. Flora looked for the other box for about 15 minutes before finding one with the correct number, but when she climbed the ladder and tried the key marked 401, it did not work. She then said there had to be another box with that number, which seemed very wrong to me, but she kept looking and eventually found a box with the same number on the bottom back end of the vault. The key worked in that one and we took the box to the tiny cubicle, Flora came back to the cubical and stated “ You only have one box, the other was closed out a long time ago.” She also indicated that the second key must also be to the same box. I had already compared the keys and knew them to be for different locks but did not bother to try to discuss this with her as I could not expect civility let alone any help from her.
I held out my hand for the box keys, and Flora kept pulling them away as if she was not going to relinquish them to me even though I was the one who had handed them to her. Finally I just took them out of her hand. At the cubicle Mother’s wheelchair was a tight squeeze and the door could not be shut. I squeezed in to help her. At this point I asked if she wanted to just inventory the box and put it back, she said no she wanted to empty it out. We took the contents of the one box and put them in Mother’s purse. I was handed the box and Mother told me to just put in on the counter, which I did. I stood there looking for someone to let us out. Two people who had no customers at desks saw me and made no move to come over. Mother asked me to get her out of the cubical, which I did. More time passed and she said turn her around. She also looked for assistance and none was forthcoming even though it was apparent we were waiting for it. Mother then said, “ Just wheel me out of here.” I told her I could not, that they had to buzz us through the gate. When no one came Mother said loudly, “I’m about to start hollering” and getting no response, picked up the metal safe deposit box and started pounding it on the counter. This did cause someone who had already seen us to finally come. Mother did not want to go back into the vault so I accompanied this male and we replaced the now empty box. I said to him I was not impressed with being told to shut up or with being called a liar, and told him what Flora had said to us.
After being buzzed out, Mother had me wheel her up to the only person who had made any attempt to help us as his name plate said he was a vice president. Since Mother was an assistant vice president when she worked in a bank she knew this might mean he was not the manger she wanted but she asked him if there was anyone in management since he had identified himself as a stocks and bond investment person. He pointed out the male who had just been with me in the vault who had heard Flora tell us there was no one from management, and certainly had not identified himself as management when we had a complaint.
On Feb 1,2007 Dad seemed to be rallying and was well enough for me to ask him how many safe deposit boxes he had. He replied two. I said you’re sure, you did not close one out a long time ago, he said he was sure. I asked him if either of the boxes might be empty and he said no, there were things in both boxes. I said I had hoped to wait until he was feeling better but was worried about the box being open so I related to him the events of Jan 31. We then discussed where the boxes were. He said the small one was on the very bottom, and the larger one was way up high. This description did not jive with the open door, and since it was also a small box I was somewhat relieved as this meant it was more than likely inefficiency and not fraud or theft. I reassured him that the box number they had written down that apparently was wrong with the open door and no box inside did not match the description he had just given me. It did match the box that Flora could not get into that was up very high.
Dad then told me that in the morning I was to contact his attorney and tell him the whole story, document the events and to have Mother document the events. Further instructions were to determine if there was a way I could act for them in this matter, and what action needed to be taken. I was then to advise council if Dad was needed to act, that he would need at least a week to gain his strength. He then stated we would need to change banks which is also what Mother had said she wanted to do as soon as we could work out the logistics.
I fear Flora's accent sounded German to me, which made me tend to think of Flora as a neo-nazi bitch. I can find no redeeming character traits, and no excuse for her rude and vulgar treatment and do not believe she should be working in any place she must deal with people as she seems to have no people skills. While this is not over for us, I cannot help but recommend if you have accounts with Washington Mutual, you should consider changing banks. It is most likely that the corporation is just so cheap they fail to adequately screen or train their employees. Passing the buck appears to be the only department they excel in.
Following Father being admitted to the ICU at Valley Presbyterian Hospital on Friday January 26, 2007, we (the family) were advised that it did not look good and that it was very likely he would not survive due to renal failure and his blood pressure bottoming out. With this in mind, my Mother believed she needed to get a handle on where things were, what was in the safety deposit box etc. Knowing that she would be unable to handle getting in the vault and getting the box out on her own, we decided we should see about putting me as a signer on the safe deposit box. I had other bank business to transact for Mother so while I was there on Jan 28, 2007, I asked if this would be difficult to have me put on as a signer for the box explaining that Dad was in ICU and not expected to make it. The teller asked me to wait as she wanted to make sure that the secondary on a box could have me put on as a signer or if it would need to be the primary (which I was pretty sure was Dad). I was told that Mother would be able to do this.
On Jan 31, 2007 I took Mother to the bank. There was a long line, which we started to wait in, then Mother, not having been to the bank in over a year suggested I take her down by the desk for the safe deposit boxes so I did this. After waiting for some time, she had me approach a desk across the room to see if we were in the right place. I was told no, that we would have to wait in the line, which was now even longer. We got back in line and waited. There were two tellers waiting on customers, and when our turn finally came, Mother made a small deposit that she also had brought to take care of and explained she wanted to put me on the safe deposit box. The teller looked it up and determined there were in fact two safe deposit boxes which explained why I had two keys in my possession for this errand.
The teller informed us that the adding me to the box had to take place at one of the desks across the room, and told us to go see Kathleen. I knew who Kathleen was having had previous dealings with her, where I had noticed her being very short with me, just shy of rudeness. I wheeled Mother towards her desk. When we were within three feet of her desk, she abruptly rose and headed for the exit door. I asked her if she was leaving as we had just been told to come to her.. she said yes she was going to lunch and someone else would have to help us and walked out the exit with out any further conversation.
I then wheeled Mother over to the desks that were occupied, and a small woman who I believe had a name tag that said her name was Flora asked what we wanted. Mother said she wanted to add me to the signers for the safe deposit boxes that they had at the bank. The woman said she did not know how to do that, and there was no one who could help us except Kathleen who had just walked out the door. Mother asked to see a manager and was told no one from management was there right now. Mother was beginning to become irritated and having worked in a bank herself suggested there must be someone who could help us now. The woman said she would see if she could find someone to help us. She disappeared for a rather long time, returning with two clear plastic sleeves waving them about explaining to Mother that I could not be added to the box as it was in the trust. I started to ask if both boxes were in the trust whereupon this woman said “you don’t talk. You have no right to say anything here. It was apparent English was not her first language, and her tone and demeanor led me to believe she had just told me to shut up in an extremely rude manor. I said “ Excuse me?” Mother had been unable to read the paperwork in the sleeve and asked to see it and since this woman was not holding it still she took it and held it where she could read it. Flora then told me I had no right to say anything again, and snatched the paperwork out of Mothers hand turning to her and saying “and you don’t be taking anything out of my hand” I said to her, “ and you don’t need to be grabbing anything out of my Mother’s hand either.”
Mother was becoming more upset and said “how about if I just empty out both the boxes then.” Flora said she was welcome to close the boxes, I said I did not think she should close the boxes and again was told I could not speak, and said to me “ I am not talking to you I am talking only to her” and shoved her stubby little finger in my Mothers face. I admit I was having trouble maintaining my temper at this point, and again spoke despite the warnings I had no right to say anything. I told Mother not to close the boxes, if she wanted to empty them fine, I had a fire proof safe at home that would do for temporary storage, but did not want her to close the boxes in case Dad got well and wanted to put things back into them.
Flora stated I would not be permitted to help my Mother in the vault, so I said then she would have to push her in and help her as she was not able to do this on her own. She said she could not push Mother would have to do it on her own. I said in effect you are denying my Mother access to her safe deposit boxes as you will not let me help her and you won’t help her. This line of dialog repeated at least twice before looks were exchanged between this rude woman and a male who was seated not far away. At which point they decided I could help Mother and her wheelchair in the vault as long as it was alright with Mother.
The teller had written down two box numbers for us, and I wheeled Mother back to the gate by the safe deposit box vault to wait.. which we did for another 5 minutes or
more and then Flora came and filled out a list and had Mother produce ID and sign on two lines of the log.
During this transaction, Mother asked Flora if she always told her customers to shut up. Flora responded with “don’t tell lies, who said this” Mother and I both said, “you did” and she again said “no, you lie, don’t tell lies” calling both of us liars. I said never mind Mom, lets just do what you want to do here, I am not going to argue this.
On entering the vault I saw one of the two numbers the teller had written down on an open door that was obviously empty. I pointed out that was one of the numbers and it was apparent the box was missing. Flora looked for the other box for about 15 minutes before finding one with the correct number, but when she climbed the ladder and tried the key marked 401, it did not work. She then said there had to be another box with that number, which seemed very wrong to me, but she kept looking and eventually found a box with the same number on the bottom back end of the vault. The key worked in that one and we took the box to the tiny cubicle, Flora came back to the cubical and stated “ You only have one box, the other was closed out a long time ago.” She also indicated that the second key must also be to the same box. I had already compared the keys and knew them to be for different locks but did not bother to try to discuss this with her as I could not expect civility let alone any help from her.
I held out my hand for the box keys, and Flora kept pulling them away as if she was not going to relinquish them to me even though I was the one who had handed them to her. Finally I just took them out of her hand. At the cubicle Mother’s wheelchair was a tight squeeze and the door could not be shut. I squeezed in to help her. At this point I asked if she wanted to just inventory the box and put it back, she said no she wanted to empty it out. We took the contents of the one box and put them in Mother’s purse. I was handed the box and Mother told me to just put in on the counter, which I did. I stood there looking for someone to let us out. Two people who had no customers at desks saw me and made no move to come over. Mother asked me to get her out of the cubical, which I did. More time passed and she said turn her around. She also looked for assistance and none was forthcoming even though it was apparent we were waiting for it. Mother then said, “ Just wheel me out of here.” I told her I could not, that they had to buzz us through the gate. When no one came Mother said loudly, “I’m about to start hollering” and getting no response, picked up the metal safe deposit box and started pounding it on the counter. This did cause someone who had already seen us to finally come. Mother did not want to go back into the vault so I accompanied this male and we replaced the now empty box. I said to him I was not impressed with being told to shut up or with being called a liar, and told him what Flora had said to us.
After being buzzed out, Mother had me wheel her up to the only person who had made any attempt to help us as his name plate said he was a vice president. Since Mother was an assistant vice president when she worked in a bank she knew this might mean he was not the manger she wanted but she asked him if there was anyone in management since he had identified himself as a stocks and bond investment person. He pointed out the male who had just been with me in the vault who had heard Flora tell us there was no one from management, and certainly had not identified himself as management when we had a complaint.
On Feb 1,2007 Dad seemed to be rallying and was well enough for me to ask him how many safe deposit boxes he had. He replied two. I said you’re sure, you did not close one out a long time ago, he said he was sure. I asked him if either of the boxes might be empty and he said no, there were things in both boxes. I said I had hoped to wait until he was feeling better but was worried about the box being open so I related to him the events of Jan 31. We then discussed where the boxes were. He said the small one was on the very bottom, and the larger one was way up high. This description did not jive with the open door, and since it was also a small box I was somewhat relieved as this meant it was more than likely inefficiency and not fraud or theft. I reassured him that the box number they had written down that apparently was wrong with the open door and no box inside did not match the description he had just given me. It did match the box that Flora could not get into that was up very high.
Dad then told me that in the morning I was to contact his attorney and tell him the whole story, document the events and to have Mother document the events. Further instructions were to determine if there was a way I could act for them in this matter, and what action needed to be taken. I was then to advise council if Dad was needed to act, that he would need at least a week to gain his strength. He then stated we would need to change banks which is also what Mother had said she wanted to do as soon as we could work out the logistics.
I fear Flora's accent sounded German to me, which made me tend to think of Flora as a neo-nazi bitch. I can find no redeeming character traits, and no excuse for her rude and vulgar treatment and do not believe she should be working in any place she must deal with people as she seems to have no people skills. While this is not over for us, I cannot help but recommend if you have accounts with Washington Mutual, you should consider changing banks. It is most likely that the corporation is just so cheap they fail to adequately screen or train their employees. Passing the buck appears to be the only department they excel in.
