O O.
1/5
Absolutely unacceptable experience at the BMO Carstairs branch.
I went to this branch to withdraw my own money, armed with my debit card, correct PIN, and full verification through my online banking app. However, I was denied service by Angie Wiley, the branch manager, simply because she claimed not to “personally know me.” Despite demonstrating my identity—logging into online banking on my cell phone, receiving a verification PIN on my phone and email, and even withdrawing money from the ATM right in front of her—she stubbornly refused to assist me.
Angie Wiley completely ignores the established rules of BMO Bank, which are designed to protect customer security and ensure a consistent, professional experience. Instead, she imposed her own arbitrary standard—demanding personal familiarity—as a condition of service. Let me be clear: she works for the bank, not the other way around. The bank sets the rules, and they are in place to safeguard all customers, not to be reinterpreted based on personal relationships, especially in a small town where everyone is expected to follow the official policy.
In this day and age, we all appreciate and expect security and reliability from our banking institutions. However, when a branch manager like Angie Wiley decides to deviate from BMO’s standard procedures simply to exercise personal discretion, it reflects poorly on the entire institution. This type of behavior not only undermines customer trust but also sets a dangerous precedent where personal biases override professional and secure practices.
If you value consistency and professionalism in your banking experience, steer clear of this branch. It is unacceptable that a manager can so blatantly ignore the bank’s established rules, leaving customers feeling isolated and unsupported over issues that should be handled according to clear, corporate guidelines.
