Update on The Airing of Grievances

I posted here about the trials and tribulations with my bank.

Later that day, my wife went in to the same branch I had been at earlier. She talked to a gentleman named Brant. This was a different person than I talked to earlier. He may have been the branch manager, but we aren't sure. He sat down and called phone numbers at Bank of America (originating bank of the check that was being held) until he found someone who could find the check. Once he found it and verified it, he lifted the hold and we got our money. This process took almost an hour and a half, during which time the line at the bank grew longer. Brant went back and forth helping other customers while he helped my wife.

Why did this one Chase employee do this, when several others had been so unhelpful. Aside from the fact that my wife turned on the waterworks and told him that her husband's Christmas would be ruined worrying about the check, I think that we found the one employee who understood his purpose at his job. Especially in banking, the routine (withdrawals, deposits, transfers) should be automated and the exceptions (holds on checks) should be humanized. Dealing with people's problems is all that bank employees in branches should concern themselves with.

By taking the time to solve our problem, Brant saved a customer for Chase. We'll stay with this bank, most likely for a long time.