I am a loyal US Bank customer since 2002 and overall I like their service and their products a lot. I have 1 personal checking account with them and I have 2 business checking accounts with US Bank as well. However, I went to get some money from the ATM yesterday and I had to change my mind at least for this branch. I went to the branch at Highlands Ranch Parkway and University (next to Walgreens Pharmacy). US Bank apparently moved the ATM from the outside lane of their drive-thru bank to the wall of the actual building. However, the location of the new ATM is just so wrong.
Wrong? Yes, wrong. Any customer with a SUV vehicle now to has to either get out of the vehicle to get money or make major efforts to lean down out of the window to collect the money. The money dispenser part of the ATM is so low, I had to completely unbuckle myself and lean out of the window extremely far down. My entire upper body was outside the window and I was pretty much out of the seat. I could not move my vehicle backwards because of another customer waiting and I did not feel comfortable to pull forward with my money and my ATM card still in the ATM.
Not only was this experience kind of humiliating because I am sure I looked kind of stupid hanging out of my car window like this trying to reach my money and the guy behind probably cracked up laughing. I also see it as a safety issue. The moment I was trying to reach my money I pretty much lost control of the situation – meaning I am always kind of careful when getting money from an ATM. I don’t like being robbed and so I usually keep my eyes open and watch the surroundings to be able to respond in one way or the other if I see somebody approaching.
Overall I think US Bank is not doing its customers a favor with how the new ATM is positioned. For one the convenience factor is gone and I have to re-evaluate if I want to do this again at this location. And second, as mentioned – I think this is a safety issue and especially when it comes down to money a bank should be more considerate. So, I see this new ATM as really bad customer service of US Bank in Highlands Ranch.
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