I had an extremely disappointing experience at carindale branch , mainly because of the branch manager, Karenza. My husband, who has a physical disability, waited in line to be assisted. When we finally reached the counter, Karenza was incredibly rude and dismissive.
Instead of helping us, she bluntly told us that she couldn’t do our work and pointed out that there was a long line, as if that was our fault. There was no empathy, no attempt to understand our situation, and certainly no effort to accommodate someone with a disability who had already waited patiently.
The lack of professionalism and compassion was shocking, especially from someone in a managerial position. We left feeling frustrated, embarrassed, and completely disregarded as customers. I sincerely hope the bank addresses this behavior, because no customer — especially one with a disability — should be treated this way.
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The Commonwealth Bank of Australia is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.
