December 2021 by Hailey E.
UNPROFESSIONAL MANAGEMENT. I came to this location on 12/22 around 4:30pn to cash a 401 K with my husband. They close at 8. Our tellers name was Veronica, and she was very sweet. She told us the check would have have to be verified by Merrill Lynch, which was no problem. We gave her his ID and she began the verification process, which required her to call Merrill Lynch. The wait time from Merrill Lynch to speak to someone to verify was 9 minutes, she politely and worrisomely asked if we minded waiting. We told her not at all. We waited about 8.5 to 9 minutes before the assistant "manager" Joshua approached Veronica and and asked her what was going on. He then proceeded to tell us that he would have to hang up that verification call, and recall to have them call them back. I asked him why we couldn't wait the extra couple minutes for an operator to come to the phone since Merrill Lynch said totally wait time would only be about 9 minutes. Joshua then stated "We've already waited 8.5-9 minutes and they haven't came to the phone" I responded saying it should only be a couple more minutes then. He then stated " IM TELLING YOU WHAT WERE GOING TO DO! We are going to hang this call up, Veronica is going to call them back and have them call us when they are ready" I explained to him that, that would restart the amount of time it takes to speak to an operator. He then stated the reason it had to be done like that was because it was his decision as a manager to cancel Transactions that take too much time. He can't have this transaction go any longer. There we're no customers waiting in line, and there were at least 4 employees sitting down swirling there fingers with nothing to do. He then hangs up the call to the operator at Merril Lynch anyways and when he calls back the wait time is now almost 20 minutes. He told us we need to leave and he would call us over the phone to call us back to the store when Merril Lynch calls back.. in 20 minutes. Instead of just finishing the transaction with a customer, he's more concerned with transaction time and makes us leave to come back. This place treats you like fast food drive through. They treat the customer that's there like a nuisance because management is worried about times then actual respect and professionalism! Ron the store manager witnessed the whole interaction and seemed to agree with his Assistant that they should dismiss us instead of finishing our transaction. Veronica was absolutely amazing and you could tell she was uncomfortable with her managements decision. If you had more employees in management like Veronica stuff like this probably wouldn't happen. Speedy cash, I highly recommend upper management look into Joshua and Ron's store practices and professionalism.
