Consumer complaint received 2019-09-17
Company: WSFS FINANCIAL CORPORATION
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX XXXX XXXX XXXX XXXX  XXXX XXXX NJ XXXX XXXX XXXX XX/XX/XXXX WSFS Bank Board Members Executive Management XXXX XXXX XXXX XXXX, DE XXXX Good afternoon to all this may concern, WSFS : XXXX XXXX Board Members Investors, Security, Media This letter is to request an open external and internal full and complete investigation into a horror series of unfortunate events as I attempted to handle a banking transaction as a customer/depositor while at one of the WSFS branches XXXX Delaware, the afternoon of XX/XX/XXXX. Ironically while starting this letter I was contacted this afternoon, by Mr. XXXX XXXX Assistant Vice President of Voice & Customer Service Program. 

As a customer/Consumer/ depositor acquired by WSFS from XXXXXXXX XXXX New Jersey . Additionally as a human being I should have had to experience the horrific events that took place against me on Wednesday afternoon on XX/XX/XXXX, event of which were in absolute gross violation of my Civil Rights, Consumer Rights , Bank Regulatory Rights and basic Human Rights and not limited only to those. 

I will detail chronologically the details as follows : I arrived at the WSFS Branch early afternoon XX/XX/XXXX, I needed a bank check for {$1200.00}, I would withdraw the funds from my savings account, as I entered the branch the personal banker a young XXXX female with XXXX framed eyeglasses greeted me as I entered, I had a very rough and stressful day, I expressed to her as I approached her work station how refreshing her friendly greeting was, I also expressed that it was great to see such diversity in the branch, I expressed other branches I did not find such diversity. I told the personal banker per her name tag XXXX I needed a bank check and gave the amount, she asked my name which I gave to her, she stated she did not see my name on her computer and asked if I am sure I have an account with WSFS Bank, I gave her my license which is current updated with my full name address and my photo. After I presented this she still stated she was ot able to locate my accounts, she then requested I entered my social security number on the black key pad, for each entry she informed she was unable to locate my account, I entered my social security number five times, on the fifth try she informed she located my account I felt XXXX was having some issues with working her software system. 

XXXX was staring at the screen making what I thought were strange faces, she then asked me what the last 10 transactions are on my account, my response was I have no idea I had already told her how bad my day was and how I had endured high levels of stress regarding serious concerns regarding XXXX discrimination. I noticed her name tag did not match the business cards in front of her when she noticed I noticed the name did not match she told me she is the Assistant Branch Manager, and that she is using the work station of the personal banker whos business cards that were on display at the work station. I informed XXXX again I did not remember the last ten transactions. XXXX asked me to give her the amount of the direct deposit into the account and to name where it was from, after I provided this information XXXX smirked laughed, and continued to stare at the screen looking up and down. At this point I was confused, not understanding why this one simple transaction was taking what I felt was an unreasonable time to process. I was under a time dead line< I asked XXXX to return my drivers license, she responded NO when I done, I politely informed her I prefer not to handle this transaction, I said I will make a withdrawal with my debit card. XXXX still refused to return my drivers license. I then requested to see the Branch Manager with adverse contrary resistance and what I viewed as an oppositional tone XXXX went to the back taking my drivers license with her. After I waited patiently in the lobby for the branch manager I inquired with another personal banker as to what the delay was, and I asked for her to please check, a few moments later a older lady white with shoulder length blonde Name Tag XXXX ) curled hair storms out from behind the personal bankers work station, waving her hands at me saying in a rough aggressive tone, I will deal with you when I am done she turned around and left back behind where she stormed out from. I was left waiting in the lobby area again. I saw a XXXX older man in a conference room, wearing a white shirt I asked him if he would please provide me with a telephone number to WSFS corporate, he told me he did not work in the personal banker side he said I overheard a little of what is going on I am happy to find out what is going on for you. By this time I felt it best to get the XXXX Police involved so I called from my cell phone and the call was on speaker the man had summons me into the conference room and was going to close the door until he heard I was on the phone with the police he then said oh come back after your call, I told him that is ok I can still handle my call, at that time another call came in while I was leaving a message for the Police Official. The personal Identified as XXXX from WSFS Security, my phone was still on speaker as he started to ask private data questions I exited the bank from the side door into the parking lot area to speak privately, I noticed behind me was XXXX waving her hands screaming for me not to talk on my phone on her private property she stated I was causing a disturbance to her other customers ( I was the only customer there at this time ) I again asked her to return my personal property ( My drivers license I felt was now being held hostage. XXXX stated I will return it when you calm down sit down and behave again she waved her hands at me, towards my face. I was traumatized by her blatant disrespect and her tone of white privileged entitlement that I was less than human and of no absolute value on earth. I felt if she could I would be strung up a tree and lynched as if I was in back wood Alabama or Mississippi. I knew the actions displayed by XXXX were based on severe XXXX discrimination. Additionally, the grossly disgusting treatment was of XXXX profiling, harassment, abuse of power, violations of my civil rights as a human being which does not dismiss the unprofessionalism and violation of bank policy, missions and ethical standards of WSFS Bank. 

Towards the finalization XXXX lied and said she was waiting to hear from Bank Security before she could return my private property ( my Driver License ) little di she know I was on the call with XXXX the entire duration of this event, and XXXX told me he directed XXXX to return my license to me at least a good 20/30 minutes prior and she chose to continue to taunt and harass me. 

When I finally received my property, I left went to XXXX withdrew the funds I needed. I was charged a surcharge, which I paid. 

Late on I was further offended by XXXX when I expressed this was clearly XXXX profiling, XXXX discrimination, harassment, and abuse of power. XXXX responded I am sorry you feel that way. I requested to speak with his superior who was XXXX XXXX  XXXX who I felt was courteous empathic and seemed sincere. While speaking with XXXX I answered a call from a woman said her name is ( XXXX XXXX XXXX who stated she was calling from beneficial Bank security I was confused since XXXX XXXX is now closed and has been since XX/XX/XXXX. I informed her I was already on a call with XXXX I wanted to link all of us on a conference call both XXXX and XXXX said they worked in the same location, and XXXX told me he would rather not stay on this call he said goodbye and hung up. As XXXX XXXX remained on the phone with me I sensed she was not sensitive to what had occurred, the first thing XXXX said was I can see that you are upset again I was offended her tone was disconnected she appeared deceptive saying she is from XXXX XXXX, and how could she see that I am upset. What has occurred was no where near me merely being upset! I was and still am in shock traumatized. I asked XXXX Are you a XXXX XXXX at she did not answer at first. I asked the question again, she answered YES immediately after she said HELLO< HELLO I CANT HEAR YOU THEN THE CALL WAS DISCONNECTED!! yep I was victimized again she cant hear me! She never called back to apologize. 

I called the customer service toll free number I spoke with an awesome representative to explain what had occurred she suggested that I contact the regional Manager in XXXX XXXX XXXX, I called Ms. XXXX left messages that were never returned. 


What has occurred does not only fall into gross misconduct violation of human rights. This shouts out very loud and very clear gross hatred for individuals who are not white! And nonwhite individuals are subject to a standard of no value. I am trying to understand why the actions of all players involved felt it is right and that they are entitled to the actions they bestowed upon me! How many other human beings have been mistreated by these very same individuals and were afraid to speak up thought they needed to stay in the back of the bus! These actions are not ok! And require more than a talk or we will look into this! 


I am prepared to bring this to the court of public opinion remember XXXX XXXX XXXX and XXXX. It is impossible for me to comprehend how this could happen at a place I trusted to protect my money. I am damaged beyond repair. I ask that you protect the video from that date and time of this event. 


I ask that you do the right thing! And appropriate actions are taken. No human being should ever have to endure this type of abuse from anyone ever! Especially where one keeps their money for protection. 

I am being harassed since expressing my concerns of horror XXXX profiling discrimination abuse of power. Yesterday I received a voice mail from someone named XXXX from WSFS Bank no detailed message, then a call from XXXX XXXX XXXX   XXXX Dept of WSFS Bank the message he left was someone came into a branch trying to open an account in my name. 

Yet when I called him back he asked for my date of birth over the phone, when I asked what branch he had no information, started to stutter and sounded very nervous then said he is in his car and does not have any information. My thought is when he left the voice mail at XXXX XXXX  he was a wealth of information without any proof said someone was trying to open an account in my name he said he will be in his office in an hour I said I will call back, I called back XXXX XXXX XXXX XXXX told me he call me by mistake. I advised he is on a recording. The call ended. Please add gross negligence and gross harassment to this complaint. 





Sincerely, XXXX XXXX

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