Consumer complaint received 2023-07-24
Company: ASSOCIATED BANC-CORP
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Problem with customer service

Complaint:
On the morning of Friday XX/XX/2023, at or around approximately XXXX, I entered the Associated Bank Branch located at XXXX XXXX XXXX XXXX, XXXX WI XXXX with the intent of cashing a payroll check issued to me from my employer. 

When I entered the bank and approached the teller counter, I was greeted by a teller. I indicated to the teller that I wanted to cash a check drawn under Associated Bank. I further indicated that I did not have an account with Associated Bank and that I was aware there would be a fee charged for cashing the check without having an account with the bank. 

The teller indicated that she needed to speak with her manager for approval. I was not asked to present any forms of identification and I did not see the teller or the assistant bank manager engage in any processes to verify the legitimacy of the check. The teller took the check from me and went to the assistant bank manager who was standing approximately 15 to 20 feet to the rear of the counter. In approximately 30-45 seconds, the teller returned to the counter with a gentleman who later identified himself as the assistant bank manager. 

The assistant bank manager stated that he would not be able to cash the check. I asked the assistant manager to clarify why he was unable to cash the check. The assistant manager indicated that he was unable to cash the check because it could be fraudulent ( specifically stated, How do I know this isnt fraud?. I asked the assistant manager why he suspected that the check was fraudulent to which he replied, I am not cashing your check because it is against our policy. Additionally, the assistant manager stated that if I wanted to cash the check I was welcome to schedule an appointment to open an account or I could take the check somewhere else to cash it. I asked the assistant manager what policy he was referring to and he did not provide a policy title or policy language that indicated why my check could not be cashed. I asked the assistant bank manager for his name. The assistant bank manager provided me with a business card that indicated his name as XXXX XXXX and his title as the Assistant Bank Manager. 

XXXX XXXX then took the check from the counter and made a photocopy of the check. I asked XXXX XXXX why he made a copy of the check. XXXX XXXX indicated that if I was going to file a complaint that he needed to have a copy of the check. XXXX XXXX then returned the original check to me. 

If the assistant bank manager asked for my ID, he would have seen that I have a Wisconsin ID card. 

If the assistant bank manager would have attempted to verify the legitimacy of the check using basic verification protocols, he would have found the check to be legitimate. 

This interaction and experience left me feeling humiliated, embarrassed, and belittled. I was upset by the poor customer service, the tone in which XXXX XXXX spoke to me, the insinuation that I was attempting to commit fraud, and being denied the opportunity to have my check cashed because XXXX XXXX suspected that I may be committing fraud. I felt that my XXXXXXXX XXXX  was elevated and feelings of XXXX and frustration came upon me. Although I was emotionally distressed and overwhelmed by these feelings, I maintained a calm and poised disposition during my interaction with XXXX XXXX and the teller. 

I left the branch and returned to my car that was parked in the Associated Bank parking lot. From my car, I called the Associated Bank customer service phone number XXXX ( XXXX ) XXXX to file a complaint. 

After being denied services at Associated Bank located at XXXX XXXX XXXX XXXX, XXXX WI XXXX, I negotiated the check at XXXX XXXX around XXXXXXXX XXXX on the same date ( XX/XX/2023 ). 

On XX/XX/2023 at XXXX, I was contacted by a caller who identified himself as XXXX XXXX ( the Director of Branch Banking for Associated Bank ). XXXX XXXX contacted me on my cell phone and left a message indicating that the assistant bank manager did not follow the policy and the check should have been cashed. 

XXXX XXXX further communicated that the assistant bank manager misinterpreted the policy and that he would be coached on the policy to prevent future misinterpretations. XXXX XXXX apologized for the inconvenience caused to me and asked if I was able to cash the check. I indicated to XXXX XXXX that I cashed the check with XXXXXXXX XXXX XXXX XXXX again apologized for the inconvenience caused to me but did not address the accusation of attempted fraud made by XXXX XXXX. 

I believe that XXXX XXXX acted out of racial animus in denying my federally protected rights and treated me in a criminal manner by accusing me of attempting to defraud Associated Bank. 

I believe that I was accused by the assistant bank manager of attempting to commit fraud and subsequently denied and deprived of service on the basis of my race and skin color. 

I believe that I was unlawfully denied and deprived of the same banking services and opportunities as my XXXX  counterparts. I believe that I was racially discriminated against by the bank, in contrast to XXXX customers who receive high quality customer service and fair consumer transactions according to policy set forth by the bank. 

The assistant bank manager denied and deprived me of service and failed to follow procedures and failed to conduct due diligence to verify my identity and the legitimacy of the check that I attempted to cash. 

Additionally, the assistant bank manager denied and deprived me of service as he failed to follow Associated Banks policy for negotiating checks drawn from an Associated Bank account. 

The discriminatory, unprofessional, and humiliating treatment I received from XXXX XXXX is unacceptable in a civilized society and is an affront to the values that society expects in the equal treatment of all persons.

Company response to consumer: Closed with explanation