09/07/2026
A Message to Our Community
We want to take a moment to address the recent situation that has been discussed publicly on social media.
First and foremost, we are truly sorry that this situation has caused hurt and frustration. We recognize that there were circumstances surrounding the customer’s personal situation that we were not aware of at the time, and we sincerely regret that we did not have that information when the interaction occurred.
At the same time, we want to be clear that our employees are expected to follow established bank policies and procedures. In this instance, there appears to have been a misunderstanding regarding a policy and how it applied to the situation. Our employee was doing her job and following the procedures in place.
We have also seen personal comments and attacks directed toward our employee on social media. We understand that people may have strong feelings about what occurred, but personal attacks against an individual who was simply carrying out her responsibilities are hurtful and do not reflect the kindness and respect we hope to see within our community.
We are taking the concerns about the interaction seriously. We are addressing the situation internally, speaking with our employees, and using this experience as an opportunity for additional training and communication around how we handle difficult or sensitive circumstances.
We also want to address the suggestion that comments may have been made in a negative or inappropriate manner. That is not representative of our bank, our commitment to service, or the way we strive to treat the people and families in the communities we serve. We expect professionalism, compassion, and respect from our team, and we will continue to reinforce those expectations.
We value our customers and our community. We can acknowledge that a situation could have been handled better while also recognizing that our employees must follow the policies established by the bank.
We ask that, as this matter is addressed, we extend grace and kindness to everyone involved. There are real people on both sides of these conversations, and none of us benefits when a difficult situation becomes an opportunity for personal attacks.
Thank you to our community for allowing us the opportunity to listen, learn, and do better.
