Harassment for not switching to online banking

perfect10

I rarely need to go in to local bank but my elderly parents do not want online banking and this is their right, they also dont want telephone banking as are hard of hearing - they want to be able to visit their branch and have a conversation with a staff member. I have POA and due to covid am supporting them with this at the moment.  I have had to go in the branch a couple of times lately and have been harassed about online banking, staff have not want to talk to me and I have even been told I would need an appointment - for an over the counter transaction when there has been someone behind the counter!  I have tried to be polite and explain but am met with comments such as: -

'you are doing their banking so you can have an online account and they would not need to have anything to do with it' (I am only doing this due to covid, I don't want to take any responsibilities away from them).

'You could bring covid into the branch and then we will be closed so what will you do then?'

and another comment about elderley people being in the 'minority' not wanting online banking and therefore the branches are no longer needed just to support the choices of the minority? (this I got particularly annoyed with - since when have elderley people not mattered?)

I am now getting sick of this and wonder what others experience of this is and what I can do about it to stop this happening in the future? (and don't suggest online banking!!)

eskbanker

Which bank and account is it?  Some, such as Nationwide FlexDirect, are specifically intended only for online/phone servicing rather than in branch.

I can understand banks trying to minimise avoidable face to face activity in the current climate but obviously this should be explained in polite terms....

perfect10

It is a standard NatWest current account they have had for years

eskbanker

At https://personal.natwest.com/personal/support-centre/coronavirus.html they say

Please help us to support those most vulnerable by only visiting our branches if it’s absolutely critical.

but if you feel that this was being enforced too rigidly by branch staff then log a complaint: https://personal.natwest.com/personal/support-centre/how-to-complain.html

colsten

None of what the bank staff have told strikes me as harassment. They have merely stated facts, uncomfortable facts perhaps for you, and asked a sensible Q about the risk of Covid infection.. 

I appreciate you don't want to hear about online banking, but I think you should be pleased that the bank have made you aware that you can use online banking, without your parents having to do the same. Given the current health scare, you should be delighted if you can avoid contacts which could result in serious illness or death, for yourself, for the bank staff and not least also for your parents, who you might infect if you catch the virus whilst in the bank, and bring it home to your parents.

If there are matters which cannot be done online, it is perfectly reasonable for a bank to operate a appointment system during periods of lockdown. 

xlnc99

Cant believe why on earth you would not want online banking. Bemusing!

theoretica

I have online banking - but it doesn't stop me going into a branch when I want to.  I think they were suggesting that your parents continue to use the branch, once they are out and about again, but you don't have their reasons for wanting this.  An addition for you, not taking anything away from your parents.

xylophone

and therefore the branches are no longer needed

One of the Customer Service Assistants said this? I am surprised that anyone working in branch banking would suggest that his job should go.

Your parents would not have to use on line banking but it would be convenient for you to have the choice of using it if necessary.

NottinghamKnight

Sounds a bit like the b ank staff talking themselves out of a job more rapidly than if they had kept quiet but that's up to them.

brianposter

Bank branches are not needed until something goes wrong - which happens quite frequently.

eg;   https://forums.moneysavingexpert.com/discussion/6231440/debit-card-frozen#latest

perfect10

Thanks for responses. It is my parents who do not want the online banking on their account at all so I am not in a position to dispute this, they very much manage their own finances. I support their choice on this. I have been in twice recently and now won’t need to go in again hopefully for a while, they have had first vaccination today so hope this is the start of a better year for everyone. I personally bank online but have had some issues with this. 
I dont want the branch to close and if no one uses it then there is no way it will stay open and yes the staff will be out of work.  The next nearest branch would be a long distance away too far for my parents to travel.

 I found the staff member rude today it was very  much ‘in your face’ pressure which I didn’t need, I just wanted to finish my business and leave. I now wonder if the branch is earmarked for closure soon?