RBS staff tell customer, 97: Go and use an ATM
WHEN her local RBS branch closed, Sylvia De Luca stuck by the bank and travelled half an hour by bus to her nearest branch.
But her loyalty towards the firm she had banked with for 65 years was repaid by staff refusing to serve her at the counter and forcing her to use an ATM – something she had never done before.
The great-grandmother, 97, said she was ‘mortified’ after being denied face-to-face service at the RBS branch on Princes Street, Edinburgh.
Mrs De Luca said: ‘I think it’s a disgrace people my age don’t get counter service.
‘She told me I’d have to use the machine but I know nothing about technology – she could’ve helped me, I’m 97.
‘What have they got a counter for then? It’s my money, not their money. It made me nervous. I was mortified.’
Mrs De Luca was eventually assisted by a bank worker who recognised her and helped her withdraw the cash.
The pensioner, who lives in Juniper Green on the outskirts of the capital, added: ‘Now my son gets money from his bank and brings it to me and I give him a cheque. My family are very good to me but I want my independence.’ The bank has since apologised.
Ashleigh de Verteuil, Age Scotland’s Policy Officer, said: ‘We know that many older people prefer speaking face to face with someone at their bank. Older people over 75 are also one of the most targeted groups for scams and often avoid technology due to this risk.’