Can We Close Abusive Customer's Accounts?

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Question:

We have a customer that has existing accounts with the bank and when he comes into the bank he harasses (verbally upsets) the tellers, CSRs, etc. Recently he has mailed a copy of his customer ID, and checks to open another deposit account with our bank. I realize the BSA Know Your Customer Guidelines. Do we have to open the account? Can we close his other accounts, including an IOLTA because of his behavior with our personnel?

Answer:

The short answer is "Yes." But, because he is an attorney, he has a lot of contacts in your trade area. Many of them will know him for the boor you believe him to be, too. But others won't.

I suggest you make sure that someone fairly well up in your organization who knows this guy talks with him on a one-on-one basis. He should be told that his behavior is offputting or unacceptable or however you want to characterize it. And then he should be asked to correct the way he treats your staff or the bank will ask him to take his business elsewhere. And, of course, if the bank sends any of its business to him, that will stop, too.

Then make sure someone follows up and makes good on the "threat," if the guy doesn't come around.

Some people have no idea of how they come across to others; other people don't care. But your people deserve to be treated as well as you expect them to treat customers. They need management behind them on this one!

First published on BankersOnline.com 5/12/03