1st Advantage Corporate Office

I experienced poor customer service from [-] Townsend at [-] Mercury blvd branch, Newport News, VA on Saturday, December 17th. I just came in to make a $500 [-] deposit and to obtain a cashier’s check; a pretty simple task that took over a half hour. [-] explained that there was [-] apparent system error and she didn’t think that [-] deposit posted so she would need to [-] her entire drawer to confirm. I [-] okay and waited patiently while she counted her drawer. She completed [-] [-] and then told [-] that indeed [-] deposit never posted. She asked [-] to sign [-] signature pad again which I did but never confirmed that [-] deposit posted, so I asked her for [-] receipt for [-] deposit and that’s when everything took a turn for [-] worst.

She very rudely [-], “[-] deposit slip is right here” which was in front of her, out of [-] view so I [-] that I’d like to have [-] deposit receipt before proceeding with debiting [-] account for [-] cashier’s check and she seem to have [-] issue with that. [-] first deposit never posted so that’s why I asked for [-] receipt so that I would have proof that there wasn’t another system issue. I simply wanted proof of [-] deposit before proceeding with [-] debit (from that same account) for [-] cashier’s check. She proceeded to [-] back and forth with [-] continuing to waste [-] time and I told her that I have been waiting for almost 30 minutes for a simple transaction and she [-] “[-] you want [-] to finish or not?”. I told her that I [-]’t care who completes [-] transaction, I just need [-] check. She proceeded to [-] back and forth with [-] some more and I finally told her that I needed a manager. [-] manager started to explained that there was a system issue, but I explained to her that I [-]’t have a problem with [-] system error because I understand that things happen, I have a problem with [-]’s attitude. [-] manager then [-] that she would process [-] cashier’s check for [-] after she finished with her customer, which meant that I would have to wait even longer to complete a simple request that should have taken 5 minutes. It gets better, I stepped out of [-]’s [-] to wait for [-] manager to finish with her customer and realized that I didn’t have [-] account card. I asked [-] if she had it and instead of her saying “no”, she waived her hands back and forth as if to say, you [-]’t see it, [-] you? That’s when I really had enough of her [-] attitude and I told her that she had a lot to learn about customer service and that she was very unprofessional. I told her that I had experienced [-] worst customer service since I’ve been banking with 1st Advantage and she still proceeded to [-] back and forth with [-] and denied providing poor service, so I told her that [-] fact that she’s still going back and forth with [-] proves [-] point. I told her that she had [-] wrong person on [-] wrong day because I was going to report her to corporate. She seemed unconcerned, so at that point I realized that it was a waste of time even continuing to talk to her but I guess I was hoping that at some point she would realize that I was a valued customer for almost 30 years and just apologize for any convenience, but of course that never happened.

[-] manager eventually completed [-] transaction and was very professional and cordial, so I thanked her for treating [-] with respect and for completing [-] transaction. She gave [-] her [-] card and asked if there was anything [-] that I needed, which is exactly what she was supposed to [-]. However, she also didn’t apologize for her employees unprofessional behavior or for [-] extended wait time that I incurred due to [-] bank’s system error. I let her know that I have been a customer for almost 30 years and had never received such poor service and that I was definitely going to report it.

I shouldn’t have to have a million dollars in [-] account to be treated with common courtesy and respect whether I’ve been a valued customer of 30 years or 3 years. I told [-] husband about [-] incident and [-] was shocked as well. I work for one of [-] top 3 financial institutions in [-] world, but we chose to [-] our account with 1st Advantage in addition to [-] employer because we have done [-] with you all for so [-], but I have to tell you that if this is [-] you treat your [-] standing customers we are definitely going to have to move our money elsewhere!

I would like someone to provide feedback to Ms. [-] Townsend because even if we never bank with 1st Advantage again, I would truly hate for others to experience what I did. Word of mouth goes a [-] way and I [-] definitely be sharing [-] experience with friends and family.

I would like either a call back or [-] email response confirming that [-] complaint has been received and addressed.