HSBC Bank USA N.A.

My mother and I walked into HSBC on ¹²⁄₃₁ at noon. We stepped onto the Premier Accounts line and waited patiently for approx 10 min for «Linna» who was in the back counting $. We saw her leave her station to verify a transaction.
Then my mother waved at the teller on the Regular account line and «Annie» shouted back «Lines Closed!».
My mother says there’s no indication that the line is closed, that Linna’s station is still open.
«Annie» shouts back «I said that line’s Closed! You need to get on this line» and points on the long line in front of her.
My mother shouts back «If you saw us standing here, why didn’t you tell us 10 minutes ago!»
«Maurice» (on the regular line next to Annie) shouts «We just told you that line is closed!» and points to the back of the line again.
We went to the back of the line to wait all over again. The lady behind us on the Premier line kept waiting, apparently she did not get the message. But when she figured it out, she was fuming.
1. If a line is closed, you should have a Closed sign, not someone’s name in the window.
2. Linna was not supposed to leave her station open to count $.
3. Annie should not have yelled at us.
4. We should not have had to wait on the entire line after already waiting 10 min.
It took me a while to find someone who could help me but eventually I spoke with Rafael V. (Supervisor). He was concerned at how we were treated. He had us wait while he went to speak with Linna. Linna yelled back. I’m not sure if this is what you want customers to see. Then he spoke with Annie and Maurice who seemed angry. Rafael then came out to apologize again and explained Linna has a transaction to verify right before we came in and that the line should have been closed.
We are closing both our accounts.