Consumer complaint received 2019-09-25
Company: BANK OF THE WEST
State: WY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am requesting a formal investigation into the business practices of the XXXX, Wyoming branch of Bank of the West. 
I am a XXXX  female XXXX years old who has lived mostly in XXXX, Wyoming since XXXX, and I have had occasion to deal with Bank of the West a few times over the years, including making deposits for employers. I started using the business lane for the business deposits because I would sit ignored for 10 minutes it would seem when I utilized the other lanes. 
On XX/XX/XXXX when I went to make a deposit at the drive-up window in the business lane of Bank of the West in Gillette, Wyoming, the bank teller stated that since I was neither the business owner nor did I have an account at their bank, I would need to come inside and give them additional information in order to make a deposit for my employer. 
I spent about an hour inside while the man in charge ( manager or assistant manager ) made mocking remarks about the older female  employee who couldnt figure out how to make the computer program work, and he also hummed XXXX XXXX songs, which led to me engaging in conversation with him for the duration of the visit. 
One employee helped the other employee get all my information into the system so that I could be authorized to make deposits into the business account. They required my photo ID, my address, and my phone number. During the attempt to put all my information into the system the one employee turned to the other to say that when she put my phone number in there isnt anything out there under that number, as if that was a problem. The only explanation that I can imagine is that she was attempting to access social media information on me and was unable to since I dont have any social media accounts. 
I asked them why taking all my information was necessary, and they replied that it was a mandate of the XXXX of XXXX XXXX kicking in ( or the XXXX XXXX or whatever, I forget the exact language ). I asked two other banks that I do business with and they are unaware of the requirements that Bank of the West claimed was the law. At the end of the hour-long ordeal the male asked me if I wanted to open an account there, and I replied No, but thanks for sharing your Bank of the West Happy Hour with me. 
The next day when I told my boss what had happened at the bank, she called them to ask for an explanation as to why her employee had to spend an hour at the bank to make a simple deposit. They apologized and told her it wouldnt happen again because I was all set up in the system now, so all I had to do was present a photo ID with the deposit and there would be no further delays. 
Yesterday ( XXXX ) I went to the same drive-up window, presented my drivers license and a deposit, and although the service was absurdly slow, as is usual at this bank, there was no problem. 
Today ( XXXX ) I went to the same drive-up window, presented my drivers license and a deposit, and waited. A man pulled up in the next lane over and was waited on as one would expect in a bank that was actually providing a service. He drove away. I waited. There were no other customers at the drive through during that time period. 
After 9 minutes the woman returned to the window to tell me she needed my phone number. I blew up and angrily told her I spent an hour in there last week and give me back my license and the deposit slip right now. A second woman joined her to say the deposit could not be made unless I gave them my phone number. As the bank video will show, I shared with them some of my favorite XXXX XXXX words and demanded my license and the deposit slip back. A male person then joined the two females at the window and returned my license and the check, undeposited. 
Am I an older person being victimized, is it racial discrimination, or is this sexual discrimination against a female? 
I would like an explanation for their behavior as well as for them to be held accountable for singling me with what is ( to me ) outrageous behavior. 
Please review the bank videos from XXXX to XXXX XXXX  on XXXX, XX/XX/XXXX. I believe the hour I spent in there was approximately XXXX XXXX  to XXXX XXXX. 
Please review the bank videos from XXXX XXXX  to XXXX XXXX on XXXX, XX/XX/XXXX. I believe the time I spent there was approximately XXXX XXXX to XXXX XXXX. 
In trying to understand what the people at this bank could possibly be doing, or why, because their behavior has been so inconsistent with usual and customary banking practices, I am questioning their motives. They now have enough information on me to open a fake account in my name, similar to the way XXXX XXXX employees created fake accounts a while back. 
Based on their procuring my personal information in conjunction with their multiple comments about me opening an account there, I believe a formal investigation into the business practices of the XXXX, Wyoming branch of Bank of the West is warranted. 
I would also like an explanation for their negative and unprofessional behavior towards me personally. 
Thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation