EXCLUSIVE
A former ANZ employee has alleged that the bank is forcing customers out of branches and then using their absence to justify branch closures.
Phillip* told news.com.au that during the time he worked at an ANZ branch in a metropolitan area, staff were directed not to serve customers who came to the branch.
“I worked at a busy branch, but the stats on our actual customers served looked smaller because we were making customers serve themselves through digital means when they came into the bank,” he said.
Phillip said staff were told to have a “digital-first mindset”, and to direct customers to use the in-branch ATM or telephone to do their banking, or to even do banking at the ATM for customers – because these transactions would not be counted in the branch’s service stats.
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In July, ANZ CEO Shayne Elliott told the House of Representatives Standi...
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