Some banking moments really stick with you.

An older lady came in to withdraw $20K. Something felt off, so we asked questions, tried to caution her. She was confident and didn’t want to share much at the end of the day, it’s her money.

She took it.

A few days later, her family came in upset she had been scammed. That’s the tough part, we can warn and try to protect, but we can’t always stop it.

Where do you think the line should be between protecting clients and respecting their choices?

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That’s a fine line. What questions can you ask without seeming to pry too much, while trying to gather info and at the same time respect their privacy, while doing your due diligence to protect a customer? I’m sure there are some…. 🤔

So many people give banks aggro and throw the "it's my money" but they're too silly to be sensible with it half the time. Unfortunately some people ignore all warning signs thinking you're working against them.

That's heartbreaking. I think you all did the best you could. There's not really much you can do in that situation from my limited understanding of the banking world. If banks started arbitrarily denying withdrawal requests, they'd have no customers in a very short period of time. I hate that she got scammed, but I don't know how you could have possibly prevented it from happening if she was adamant.

Can you not contact the police at that point? I admit I have no real understanding of banking but I get a kick out of watching the scammer payback youtubers, and both the banks and police seem to be good about intercepting scams when they know it's going on.

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