Woodforest National Bank

Today I woke up to go into my local Walmart to use the ATM at Woodforest Bank. The bank that I have been baking with for years.

I have overdraft protection and use it regularly without any issues and balances are always brought to the positive like clockwork.

Today I went into the bank to withdraw $500 from the ATM. The transaction was approved but the money got hung up in the machine except for one $20 bill.
There was no number to call on the machine for technical difficulties.
So I patiently waited for someone to arrive. As I was waiting another customer come around the corner and said that it had $100 of her money also. So now we were both waiting.
When a woman finally arrived at the bank we told her of our situation and she told us she could not open up the machine without a manager but did so in a very rude upset way because we were disturbing her morning apparently.
I asked her if she could please call a manager so that they may possibly come in due to the situation of $600 being stuck in the machine and not dispensed properly. She flat out told me no and that "someone will get here when they get here. I pulled out my phone and recorded her and asked again could you please call someone perhaps management so that we may not be so can inconvenience and get our money out of the machine. She did not speak then. Then a man that works with her who also wasn't management arrived. He also would do nothing but came across as very cocky. I can't believe they treat their customers this way.

When a manager finally arrived she seemed very upset and how dare us for bothering her morning. The woman from the beginning called her into the back room. apparently they had a meeting before getting any money out of the machine and decided that they were going to close my account. Apparently recording someone and ask them a question is a crime to them.
When they went over to the machine to pull the money out that was stuck they gave the woman her hundred dollars took my money and would not give it to me.now mind you I have a receipt that shows that I have that money and it has been taken out of the account. They told me they were closing my account redepositing that money and I could have what wasn't my overdraft.
on top of that the $20 bill that came out that I had in my hand the manager took out of my hand. So basically al theft of my funds that I had a receipt for had just occurred. the Walmart manager who was observing all of this thought the whole thing was ridiculous that they took my money and told me they were going to close my account down over a machine that was broken and a inconvenience to customers. I proceeded to call corporate and was greeted with" oh my God we are so sorry to hear this you've been a good customer of ours for years can let me place you on hold for a moment.". Then two minutes later comes back and said sorry that's our final decision have a nice day. This is the worst customer service I have ever had in my entire life. Apparently the pregnant woman cried in the back room because I recorded her response to my question. And that was enough to get my account closed and my money stolen. I never agreed to have any money deposited into my account and never signed any deposit slip. This money was dispensed from the machine and I did have receipt. They stole my money and put it back in the bank fraudulently. Once again this is over a broken machine. had I have went to Watertown savings Bank and use their ATM everything would have been fine. But going to my personal Bank Branch turned into a nightmare.
All this being said Woodforest has treated me great throughout the years. Most of these people involved are fairly new and all of the good friendly staff is gone. I'm very disappointed Woodforest. These were bills I had to pay. And my two little girls 6 and 7 had to sit there and watch this display of terrible customer service and fraud. When your six-year-old knows that someone has stolen your money by just watching there's definitely a problem.

Michael Baker
Watertown NY 13601
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