06/24/2021
This branch of BMO Barrhaven Town Center is absolutely horrible & the staff are not professional at all. There were a series of issues within a few short months, but the mistakes & errors by staff started from day1.
The manager Raul Gonzalez discriminates & chooses which clients' emails he will reply to and it's vague whether it's people of colour or people that are part of the LGBTQ community that he discriminates against, or both. He not only chooses which emails he responds to but he also chooses who he will provide 15 minutes of his time for.
Bevin Tan committed fraud by making promises, providing assurance & making claims that were lies. It felt as though he said whatever he wanted just so that he could finish his work day & didn't seem to care about the client's needs at all. He also inputted incorrect information into his computer system so getting accounts activated were postponed due to these errors. He was also not available to fix the errors he made & when his work ethic & the errors he made were questioned, the manager Mr Gonzales wrote back that errors can be frustrating but if you're unhappy with the quality of work then he can have the accounts closed. Zero apology.
Allison Rawlings, the assistant manager also committed fraud but her lies had malintent. Ms. Rawlings chose to lie & claimed that she needed to get off the phone in order to fix the error that staff had made but in the end sent an email saying she wasn't going to fix the error and hence her lie had malintent (fraud with malice). Once the error was escalated it was fixed immediately but Ms Rawlings could have easily fixed the error but she chose not to because wanted to ensure that the client faced further hardship rather than fixing a mistake that caused money to go missing out of the account due to the fact that telephone banking agent ignored 2 requests during the call to lock the debit card for security reasons. The telephone agent was to busy condescendingly spelling out her name extremely slowly & intentionally mimicking someone with cerebral palsy & as a result unauthorized transaction went through on the unlocked account which Ms. Rawlings refused to fix. It was proven to be a bank error.
The staff are not trained properly. The teller in the branch announced personal bank details (bank balance) aloud so that other customers at other wickets heard as well as those in line waiting for their turn.
When applying for a credit card online, the application would not accept the correct work address because again Mr Bevin Tan inputted the wrong information so the application wouldn't progress to the next page. This was aside from the initial error of inputting telephone numbers on the first day the account was opened so debit cards couldn't be activated. A phone appointment was scheduled a few days later to fill the credit card application through a staff at the branch & though the staff had 4 days to prepare, he was literally learning about the card by reading the brochure at the same time as filling out the application. Something that would have taken 10 min took an hour and even then the application needed to be completed by a telephone agent.
When the card arrived at a BMO branch, the staff opened the sealed envelope to look up the client profile but neglected to inform that this card needed to be activated by a teller & so there was a card that hadn't been activated for weeks after it arrived because the branches all has reduced hours with covid19 . No branches were open on Saturday & time off work was already necessary in order to go pick up the card.
I am sure the bank as a financial institution is fine but this branch & it's staff require product knowledge training, they need to pay closer attention to the quality of work & management require sensitivity and customer service training, particularly when it comes to discrimination. BMO Financial Group
