1 /5 Charity Artieri: I’m writing to express my deep dissatisfaction with the service my family and I recently received from Terri, the Assistant Branch Manager at your M & T Lockport branch.
We came into the branch needing to make some important changes to an account, including adding a power of attorney. This account holds a substantial balance, and we expected to be treated with at least a baseline level of professionalism and empathy — particularly given we were dealing with a sensitive family matter.
Unfortunately, from the moment we arrived, Terri made it clear she was bothered by our presence. She showed no empathy and repeatedly stressed that things would be "easier with an appointment," even though we were already there and simply needed help. To be clear, we understand the value of appointments — but when a customer with significant business is at your branch seeking assistance, the tone and approach should reflect a willingness to help, not a desire to push us out the door.
Terri told us she would follow up if she received any updates, but after several days of no communication, we returned to the branch. At that point, we learned from Jennifer that Terri was on vacation — again reinforcing the impression that our needs were not a priority for her.
Due to this poor experience and lack of basic customer service, we ultimately moved over substantial all funds to another institution. Learning that Terri holds a leadership role at the branch was even more disappointing, as her attitude sets a poor example for her team and reflects badly on your organization as a whole.
We hope this feedback is taken seriously. At a time when another nearby branch had just closed, you would expect the remaining locations to be especially mindful of retaining customers — not driving them away.
I would strongly recommend that others avoid dealing with Terri based on our experience. If you do choose to remain at this bank I would bank with Jennifer as she seemed helpful, caring and empathetic to what we had going on at the time
