Consumer complaint received 2021-05-18
Company: ZIONS BANCORPORATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
It was suggested that I file a complaint with you all by the XXXX XXXX hotline. On XX/XX/2021 I was the victim of a scam in the amount of {$2000.00}. Scam details aren't relevant here except that it required my going to my bank XXXX National Bank of Arizona XXXX and making a cash withdrawal of a little over $ XXXX. I wasn't able to signal that I was making withdrawal under duress, because of the following : 1XXXX mask prevented me from mouthing anything 2. nothing to write teller a note on 3. the scammers were on the phone listening the entire time. I would have welcomed someone questioning this uncharacteristically large withdrawal, which was almost my entire savings - at least asking was I okay. 
when I filed police report the officer said that I should call my bank, which I in turn did on XX/XX/XXXX, XXXX the representative was nice but said nothing they could do - which I expected. However after giving the matter some thought I was disappointed that no one questioned my making such a weird cash withdrawal when it wasn't my pattern. this may have stopped things there had they realized a problem and summoned law enforcement. 
I told the rep that I would like to see policies changed so in the future other victims might be saved from what I had gone through. I asked to speak with someone in operations, stating that I didn't see the value of speaking to a branch manageXXXX since they could not effect any real change. 
on XX/XX/2021 I received a call from XXXX XXXX, who was the branch mgr of the XXXX AZ branch. This was not the branch I visited, but XXXX az does have some connection to the scam, so someone got details all mixed up. Anyway Mr. XXXX was extremely rude and condescending, and was adamant that nothing could have been done/ I didn't do enough etc. I was already XXXX so honestly I just hung up. Following this call I reached out through the bank 's social media on XXXX to let them know how disappointed I was. On XX/XX/XXXX I received a call from XXXX, the branch manager of the XXXX branch that I had visited. She at least was very polite, asked a lot of questions. She said that she would " pass on '' my suggestions, but there were still undertones that she probably thought I was a XXXX 
I'm offended that I was never offered the opportunity to speak to any higher ups as I requested, and especially offended at the way i was treated by the first branch manager who called me. 
all I'm really trying to do is to raise awareness that tellers should question uncharacteristically large withdrawals. There is so much fraud these days that this could happen to anyone, and the bank would be a good place to intercept. I'm disappointed that my message has seemed to fall on deaf ears. 
I never would have taken it any further except the lady at the XXXX XXXX XXXX  said that it sounded like my bank treated me very disrespectfully, and I should report it. I don't really think they care one way or the other.

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