Consumer complaint received 2016-02-01
Company: NEW YORK COMMUNITY BANK
State: NY
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I was taking my sister and niece to the XXXX XXXX Bank of XXXX branch open saving and checking account on XXXX/XXXX/2016. 
We have present XXXX documents, the passport with resident visa and the SSN card to the representative of the bank. 
The representative reviewed passport and response that the passport visa was expired which she was wrongly defined visa expiring time with the last required entry date. After I showed her what mistake she made with visa type and date, She responded that she was not immigration officer, which I do n't blame her, so She asked to show the documents to her assistant manager - XXXX XXXX, so she can have his approval. 
After a few minutes, she came back tell me that because the visa was expired that she ca n't open an account for my sister and niece. Which again, I told her, she made a mistake again with the resident visa, otherwise, my sister and niece will be illegal immigration which they are not. 
So I request to speak with the assistant manager. 
After wait for a few minutes, the assistant manager walks over, whom has met me at the representative 's office 's door, who without greeting and identify himself. Only he was doing was staring at me, I was very surprised by his way to unprofessional and asked him if he is the manager. And he answered " Yes '', so I have invited him to seat which he suppose to invite me to seat. 
He starts to explain to me the reason that the bank ca n't open an account for my sister and niece. 
In his words, his reason was the bank needs XXXX IDs in order to open an account, and that is bank 's policy. Since his reason was different compare to his representative, I start suspicious that his reason was beyond bank 's policy. So I was very polite tell him that I was full understand and respect the requirement if that requirement is the policy of the bank. However, in order to not have future misunderstanding the requirement, I would like to have the requirement in writing, either from him or from a printed bank policy document. The assistant manager- XXXX XXXX XXXX refused provide such requirement either in writing or he told us, that bank has no such document printed for the customer. So I told assistant manager what I concern that without such bank policy in writing, I ca n't trust his word, because he may change his words once we had XXXX ID documents which he and his staff already change they requirements in 10 minutes. He refuses to give me any answer. So I was direct ask him if the requirement his ask was because we are XXXX, he was refuse to answer again but staring at me. When I continuously ask him if I can record his word, he also refused. Since his word and act was extremely stronger to me, and refuse to left any trace of evidence that the bank actually need XXXX IDs to open an account. As customer, I believe, I have been mistreated because my background as XXXX XXXX. I am asking for full investigation of the bank 's practice that against minority and the apology from the bank and the manager in writing. Thank you!

Company response to consumer: Closed with explanation