Racial Profiling at a Bank

Yesterday I walked into an ANZ bank and had the worst experience I have ever had with a teller in a bank. I wanted to withdraw >1000 so i had to go to the teller. I did not have my physical bank card but I have the ApplePay one so i figured that would do. Went up to the teller, tapped my phone on the EFTPOS machine. She then said to me "You cant use a non ANZ card". The other teller next to her leaned over and said the same thing. I had no idea what they were talking about and why they would even thing someone would show up to ANZ with another banks card. Anyway, I was confused, asked what she meant then she said her computer is showing that im using a non ANZ card. I showed her the card, she asks me to do it again and she says the same thing. She then asks me for my actual card number, which i show her from my Lastpass. Does the whole verification, name, address, date of birth then walks off to speak to someone and comes back and asks for my ID, which i didnt have upon which she said she couldnt help me. The demeanor of these tellers was really bad honestly. Made me feel stupid and I felt as if they treated me with contempt or very high level of suspicion.

So i went back home and got my ID. I was really affected by the interaction so i wanted to go back to that very same teller. Went back and tapped my phone again. The conversation about the non ANZ card started again….and again. Luckily a more senior person happned to be walking behind and she explained that the phone works at the ATM but not on the EFTPOS machine in front of the tellers. Ah right. I understand. The junior lady then continued serving me, got my ID, asked my name, address, date of birth as usual and im ok with that. Then she asked me to tell her roughly how much was in the account. WTF. I have never been asked that as a security question. I asked her why that matters and she said it was for security reasons. I refused to answer. She then asked for my security code and i gave her. Then she handed me a wad of notes (didn't count it in front of me as they normally do). I went to speak to the manager to tell him about this whole experience.

Here is the thing. I am a minority. I am black. So i get treated funny in a lot of places i walk into. Simple things like being followed around when i walk into a store, having that extra level of verification required when i have an account with >100k, being spoken down to in establishments etc so these tellers behaviour really impacted me. The set up of the branch is also such that there is very little privacy. Every customer in line can hear the entire conversation between the teller and who they are serving. All the verification info, the extra questions from the tellers etc. So i really felt humiliated. Whats worse is that I know how this whole interaction made me feel….i have had soo many pleasant interactions in banks so i know what good service in a bank should look like and yesterdays was not one of them yet i am second guessing myself on whether i over reacted by speaking to the manager and filing a complaint. Sucks.

Just wanted to vent and to get opinions on the above….and vent.

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    • -1 vote

      Not the whole comment section, and not asserting what you write.

      This site is notoriously right wing, racist and fascist.

      Essentially its un- Australian in outlook…but that is what the new Australia has become - a country dissociated from its old values.

      • +3 votes

        "This site is notoriously right wing, racist and fascist."

        This site is notorious for Nintendo Switch deals, Lego bargains and weekly shopping discounts. Maybe you are projecting.

        •  

          maybe you're QAnon who knows - maybe you're just KKK, and maybe you're just a Collingwood supporter tossing out whatever deflections you feel like…

          • +1 vote

            @petry: The way you choose smears at random is more Baby John Burgess' Wheel of Fortune.

            •  

              @DisabledUser171442: winging about smears when you started tossing? another eddie…

              •  

                @petry: 'winging', lol. Back to school for you.

    •  

      I'm sorry you're not getting the sympathy you were looking for. Ozbargain usually isn't a forum to give sympathy (quite the opposite in fact lol), particularly when the facts you've provided clearly state that you bear some of the responsibility in making your experience easier.

      It's because the role of discourse is generally to provide a counter to your preconceived view. I see it as my role to give OP another view of the situation which might be counter to his own so that he has other points to consider.

      It's got nothing to do with whether I personally think the bank teller was racist or not, that would be impossible to know from just a basic recount of the story. However, I do think trying to explain to the OP why the bank teller might have acted the way they did would make OP think about it and possibly feel better.

      I don't really see any benefit in offering token sympathy - "yes, the bank teller is very bad". What exactly does this add to the discourse?

  • +2 votes

    I'm still yet to understand the title of this post and how that represents what actually happened to OP.

    • -4 votes

      because you don't want to seems pretty obvious.

      • +2 votes

        Nope, I've re-read the post, and OP's responses to comments. I actually cannot see anything to support that OP was racially profiled.

        •  

          negged for your failure to grasp whats written - ok then - you're definitely not into being inclusive.

          •  

            @petry: I didn't neg you (thanks for making that HUGE assumption).
            Maybe that is what OP has done; made an (incorrect) assumption that their race is the reason they were treated a specific way.

            • -2 votes

              @GG57: yeah right

              •  

                @petry: Actually, I probably would neg vote your last comment but I have exhausted my quota earlier today.

                •  

                  @GG57: but not on me of course

                  •  

                    @petry: Nope.

                    •  

                      @GG57: yeah right don't accept the royal commission findings either

                      • +1 vote

                        @petry: I didn't read the banking royal commission findings; was there a finding in relation to racism?

        • +1 vote

          I agree. I think it's just staff incompetency, of which I've encountered a lot of lately (not only at the ANZ, NAB also). For this reason I try to avoid having to deal with branch staff at all costs. It's just not worth the aggravation trying to explain to them their own job.

  • +3 votes

    I work for a (different) bank and used to be in the fraud department, as far as I can tell this is all standard operating procedure to verify the identity of the person withdrawing a relatively sizeable amount of cash. If you were on the other side of the fence and someone tried to withdraw >$1000 in cash from your account without having any ID on them you would be complaining about how the tellers didn't do a good enough job. I've experienced racism before, but this does not come across that way at all. Others have said it here already, but try to be grateful that they take their fraud and security practices seriously. I've seen the outcome of people being defrauded and it's not pleasant at all.

  • +2 votes

    Anyway, I was confused, asked what she meant then she said her computer is showing that im using a non ANZ card.

    That's because ApplePay creates a virtual card for you. So for ANZ it would have been showing up as a debit card.

    Does the whole verification, name, address, date of birth then walks off to speak to someone and comes back and asks for my ID,

    Because it's over $1K the anti-money laundering laws likely kicked in requiring ID. Although they could also just have a policy of all non-ANZ card withdrawals require ID.

    The demeanor of these tellers was really bad honestly.

    This isn't because you're a POC, it's because ANZ has the worst customer service. Since moving my mortgage with them 6 months ago, I regret it every time I need to deal with them.

    I regularly call out profiling when I see it (particularly when it happens to me) but in your case I don't see it. Everything in the interaction seems reasonable. You should always have ID on you. I keep a small clip with drivers licence, debit card (just in case tech fails) and medicare card. Better to have it then not.

  • +3 votes

    Why is everyone negging the OP? Must be racism!

    • +2 votes

      not everybody - only the eddie's…

  • +2 votes

    I felt as if they treated me with contempt or very high level of suspicion

    I don't think that's too surprising given you had no bank card or ID on you and were reading your account numbers off a non-bank app. We are all moving digitally pretty quickly and it's a shame banks/branches aren't keeping up. The teller's experience with you would have been quite out of the ordinary and they are trained to spot suspect behaviour.

    You didn't do anything wrong, just your expectations were a little high.

    As for ApplePay - I think apple processes each transaction under a different card number for encryption/security purposes, and isn't the number shown on your bank card. That could explain the issue you were having at the EFTPOS, as the teller would see it is a non-ANZ card number

  •  

    If it's any consolation, I'm white and I always find it a hassle to go to the ANZ bank. Commonwealth bank on the otherhand have much better customer service IMO.

    •  

      very true

  • +4 votes

    This experience just shows you that you ain't rich enough and they don't know who you are. When I go to my bank, I give them a nod and I get directed to sit in the VIP room. Plus I get followed around in stores too so the store person can hold the shit I buy.

    •  

      Username checks out. lol

  • +1 vote

    So trendy these days to play the 'insert minority here' card. I'm surprised the bank CEO didn't drop what he was doing straight away and start kissing your feet after you threw a tantrum at their standard operating procedures.

    • -1 vote

      why would they stop playing at the casino with the triads because of a customer?

  • +2 votes

    I withdrew $2000 cash and got questions from the teller too. So, it is their standard procedure for security purposes.

  • +1 vote

    I've been asked for the account balance as a security question before.

    A non-issue.

  • +2 votes

    YOU'RE MAKING EVERYTHING RACIAL

  • +3 votes

    That is a bank process, they weren't trying to discrimnate against you.

    See it from their perspective if someone stole your phone and watch and tried to get money from your account, wouldn't you want them to make it that difficult to protect you.

    Also google pay/ Apple pay assign a virtual card number which is linked to your card/account that is why the teller couldn't read if your card was from ANZ.

  • +5 votes

    Stop pulling the race card

    This is standard procedure at a bank especially if you don't have all the right documents (cards, id etc)

    If you are this sensitive to every out-of-the-ordinary experience being about your skin color, you're going to have a pretty tough life ahead of you.

    (I am also a minority race)

  •  

    What you tried to do was suspicious so the teller may have thought you were trying on a scam so they may have been rude to you as a result.

  •  

    Was the teller's name Richard Spencer?

  • +1 vote

    So bascially Teller does what is required to protect YOUR account and YOUR money.
    But you deem they are profiling you.

    What is this world coming to really?

  •  

    What did the manager say to you when you complained? Sorry but we don't like blacks in here? Where is the racial profiling in this experience? Sounds like the bank is doing their job and you're just sad they made you go home for ID.

  • +2 votes

    Sounds like someone needs to harden up a bit and stop playing the race card

  •  

    I work for one of the Big Four - the scenario you described does not surprise me at all as it raised several red flags.

    You might feel like they mistreated you but how would you feel if a fraudster took your money?

  •  

    Did I get this correct:

    Bank staff ask you to provide a bank card. You can't.
    They ask for ID.
    You provide a photo of your ID on your phone.
    They say nah mate that's not good enough.
    You go home get your ID and its all good?

    Then she asked me to tell her roughly how much was in the account. WTF. I have never been asked that as a security question. I asked her why that matters and she said it was for security reasons. I refused to answer. She then asked for my security code and i gave her. Then she handed me a wad of notes (didn't count it in front of me as they normally do

    I haven't worked in a bank for years but they can see your balance mate. Even when I worked there a machine dispensed notes to avoid human error (and theft) no need to count.

  •  

    I just thought I'd mention that a lot of people seem to have complaints that various businesses do not accept soft copy of IDs. This is even the case with the drivers license in the Service NSW app. People just assume that it holds as much standing as the plastic card, but alas that is simply not the case. I know personally that the NAB has a policy not to accept the Service NSW drivers license, citing the reason that they can't take a 'photocopy' of that ID. Why would they need to take a photocopy when just verifying you as a customer? They don't need to, and indeed they don't. But in other situations (loans for example) they do take a copy of the ID, and apparently it's currently too much trouble for them to alter the policy to state that Service NSW IDs are acceptable where taking a copy is not required. This is just the sort of lunacy you get from banks, and unfortunately you just have to live with it.

    TLDR; just keep your plastic ID with you at all times.

  •  

    Bank follows standard procedure

    "It's because I'm black"

    Ok.

  •  

    op is a troll lmfao

  •  

    Hunny, you weren't racially profiled. You just acted entitled.

    It's weird how you didn't want to answer how much was in your bank account but you're happy to tell them your security number.

    Also, if apple pay is like Google Pay, the virtual card on your phone doesn't link the real numbers of your card, it replaces it with different numbers when tapped.

    I had to show my ID and I've been asked more security questions such as one of my last 5 transactions, what accounts do I have and/or how many accounts do I have. This was with st george.

    This isn't USA, we don't have that African America stigma of colour here.

    And yes I am a POC too.

  •  

    Op appears to be in the minority here, thinking op was racially profiled.. seems ironic

  •  

    I think the term 'you are over-reacting' is an understatement in this story. what you went through is standard security procedure, get over it, yes i have been asked roughly how much is in your account as a security question before, its not that common but it is one of the questions. stop thinking it has to do with your skin colour. what you went through is like a standard bank visit for most people. with the racism thing it would hold if you were in the states, but this isn't the states. i don't think people have that kind of prejudice against blacks here. at least not from what I've seen or heard. went to NAB the other day and the bank teller was a black African girl and she asked me a few security questions for trying to deposit cash into account, just went through it, I'm sure others around me could hear us too, but what is the issue there? i mean if we whisper the sound will not go through the glass barrier.

    I chuckled at the part where you went to complain to the manager for the standard procedure security questions thinking it was done to you in purpose due to your skin colour, good one. ive been through worse and didn't bother wasting my time to speak to a manger mostly because they wont do shit lol.

  • Alright, OP has received enough advice. Thread closed.