Can a Bank Teller Legally Ask Me Why I Want to Withdraw My Money?

Hi All

Had an odd experience yesterday and thought to ask what others might think.

So I went to the bank to withdraw $5,000. I figured out max I can do on ATM is $1-2k across the 2 banks I am with.

So I went into my nearest open branch in a rush during my lunch break. Did the usual social distancing and waiting in line etc until I got to the teller (current Vic conditions branches are either closed or short hours and no weekends). Then they insist on getting an answer as to why I want my money out.

The exchange went a bit like this:

Me: Hi, I'd like to withdraw $5,000
Teller: What do you need the cash for?
Me: (stunned by the question, so I ignored it) I want to withdraw cash
Teller: Yeah what do you need it for
Teller: Some people are being scammed and there are different ways scammers are trying to get money.
Me: Okay I'm not being scammed. I just want cash.
Teller: Okay but what do you need it for?
Me: I am paying for something, I am not being scammed.
Teller: Okay I'm just trying to protect you and your money. (Like that makes it okay??)
proceeds to withdraw cash from my account

Now I've not been in a branch in maybe 4-5 years. I do all my banking online these days and have met with a bank broker over the years (which I'd say doesnt count). Is this normal to be interrogated why I want to withdraw MY money and to be asked what I'm doing with it?

Is there not some privacy law against this?

In my view teller could have led with I have to ask you if you think you might be scammed or something similar at the start. And if I confirm no, what is it their business to press the question further for detail?

The bank is an instrument where I store my money. Should that not be as far as it needs to go? They suspect something they can file it with the ATO or whoever else manages suspicions of fraud etc.

Didn't feel right. This was Commonwealth Bank btw.

EDIT: Thanks all for your comments. So this looks like a common occurrence now, and has legal backing under duty of care. All I wanted to confirm really. Cheers.

closed Comments

    • Sorry what's their job again?
      … interrogate the customer's use of their money? Different issue if they were interrogating whether it's the customers account! But give me a break. What I do with my money is no one's business.

      • Not interrogation lmfao but ok matey
        I support your right to be outraged on the ozbargain forum.

  • +3

    Teller: Some people are being scammed and there are different ways scammers are trying to get money.
    Me: Okay I'm not being scammed. I just want cash.

    Most victims who fell for those scams genuinely did not believe they were being scammed and would probably say the exact thing. In addition, are often groomed/told to tell the teller a different story.

  • +1

    In my view she could have led with I have to ask you if you think you might be scammed or something similar at the start. And if I confirm no, what is it their business to press the question further for detail?

    And how would that conversation go?

    Teller: I have to ask you if you think you might be getting scammed?

    Customer: No, I'm not getting scammed.

    Teller: Well what do you need the money for?

    Customer: It's for XYZ…

    IMO there is a pretty good chance that if someone is getting money out of the bank (or using giftcards to pay for the ATO etc) they don't think they are getting scammed.

  • -7

    Can a Customer Legally Ask Why A Teller is a Pawn?

    • -3

      If there is anyone lower in the banking food chain please advice me hehe ?

      • +2

        The customer is at the bottom, and you're below that.

        • Oh snap!
          Username checks out.

        • I know my place and people like you are nowhere near my world in that food chain .
          I know it hurts .

    • +1

      You guys are dicks. Plenty of good people work as tellers. Some for their whole lives.

      • Did I say they are not good people .
        I said where there place is .

  • +5

    I thought this was a requirement for amounts over $10k?
    https://www.austrac.gov.au/business/how-comply-guidance-and-…

    I know OP said $5k.

    Is this normal to be interrogated

    You didn't get interrogated mate.

    In my view she could have led with I have to ask you if you think you might be scammed or something similar at the start. And if I confirm no, what is it their business to press the question further for detail?

    Do you think people withdrawing money for a scam realise they are getting scammed?

    Which begs the question: What did you want the money for OP?
    I hope it's to pay in person for GumTree

  • +6

    so are we going to find out what the money is for or not??

    • Op didn't invite me to the party to snort some blow .

    • +1

      Obviously something he doesn't want people to find out about, or maybe he thinks he's a legend in his own lunchbox.

  • +10

    Why can't people just be cordial and not be in "MUH RIGHTS GOT MINE GET LOST" mode all the time?

    • +3

      It's muh right to be as obstinate, paranoid and combative as possible when interacting with service staff asking me to scan the QR code, wear a mask, use the packing bench at Aldi, or when withdrawing large sums of money.

      • so what is this magical sum of money that automatically gets banks sweaty?

  • +1

    I had a similar experience when withdrawing $5k recently, however instead of asking what I wanted the money for the teller asked if anyone was forcing me to withdraw the money. She then helpfully suggested - "your wife?"

    • Was it your wife..?

      • +2

        Haha. No - my builder.

        • Same same, but different.

          Builder builds you a house,
          Wife builds you a home.

  • For any large amount, you should call ahead. They can have it
    pre-prepared etc.

    • -4

      If 10k is considered a large amount should they be handing out home loans for hundreds of thousands of $$

      "We'll give you some imaginary credit just don't ask to see it in physical form!"

      This criminal practice wouldn't be so bad if they didn't try to make free money of their already made free money in the form of interest

      • -1

        This criminal practice wouldn't be so bad if they didn't try to make free money of their already made free money in the form of interest

        So banks have no operating costs at all?
        The money they play in interest for deposits is free?

      • Didnt neg you, but topic was Cash, not credit.. its fairly well known to inform the branch you want to come in to withdraw a large cash amount..

        • Yes but that simple fact shows a huge flaw in the monetary system

    • I did not know you could do that? Is that any banks or just big local ones. That's pretty cool otherwise.

  • Anyway it look to me Management told the Tellers to be on scam alert for its customers and Op looked like one of the Bunnies.
    Blame Management .

    • +1

      i'm sure the teller can't care less, just do the dance and let everyone get on with their day

      • +1

        Doesn't matter if they don't care. If it helps one granny from getting scammed thousands of dollars, I'd say its well worth it.

  • +3

    In short you can legally ask anyone anything… weather or not they give you a response is another question

    You do realise this whole situation could've been resolved by you telling them what you needed the cash for? If you really don't want to say just same something like i have to buy a car/watch/computer/television/bicycle/motorcycle off gumtree or something along those lines.
    They asked me the same question last time i went in there to get $10k for a car out, if anything i feel it's a good measure from the bank to save people from being hustled.

    There's nothing illegal about it, it's a risk management policy that the bank has implemented. It probably came about because someone complained that the teller didn't prompt them for what the money was being used for and they got taken to the cleaners.

    PS Poll needed.

    • -2

      "You have the right to remain silent" is a civil and criminal right, when you get arrested for anything including terrorism and murder.

      I do not expect the average person to waive these rights while withdrawing their own money, and if you choose to do so good on you.

      • -2

        Yeah good on him/her, exercising there rights. I’d be going……… it’s for a 100” TV, and I am so excited, it’s got this gadget and this gadget…..and the first movie I am watching is Top Gun redone in 4K.

      • "You have the right to remain silent" is a civil and criminal right, when you get arrested for anything including terrorism and murder.

        No it isn't.
        You have written a section of the American Miranda rights. You probably learnt it from TV.

        In Australia if you are arrested and choose to sit there in silence then you will be committing additional crimes if you do not answer certain questions.

  • Just show him her this website they will understand

    • Wait.. if OzBargainers think like you and decided to use cash rather than electronic payments, how will the snag any sort of bargains?

  • +1

    Maybe OP just looks more susceptible to scams.

  • +5

    This is a good thing honestly. There's too many older people out there who falls for scams that asks them to send buy giftcards and give to scammer in order to avoid (insert bullshit here).

    When I bought some Apple Giftcards from woolies last months, the cashier asked to ensure I wasn't being scammed. I thought it was a nice gesture that they're trying to help protect their customers.

    • +2

      Same here I know a few woolies staff save customers $1000 by asking that question. it is a good gesture.

  • +1

    blackjack and hookers!

  • You could answer with ‘big weekend with coke and hookers coming up - wanna join us?’

    I guess they have their reasons but you don’t have to answer. Happened to me a couple of times.

  • +1

    checking you're not been scammed so basic they are trying to help you.

  • +5

    You sound like you're rude. I hope you really need some information someday and someone stone walls you.

  • Try withdrawing a large amount of $1/$2 coins back in the days for large Asian families for Lunar New Year back in the 90's/00's. These days I've not had a problem and they're even prepared with new $5 notes (the fact that it's gone up to $5 per red packet is another topic altogether)

    • If they don't have new notes and you need them for red packets, you can ask them for nicer notes with that very explanation. So long as there isn't a big queue behind you they would try and help you out.

  • +1

    Just say "My wife has a drug habit and I need to pay her dealer before he breaks my legs" ;)

  • I had a teller ask me why I have 2 saving account. She was quite aggressive with her question but probably having a bad day. She seem to believe I am doing something illegal.

    Up to this day I still don’t know why the question was raised and I don’t see what is the big deal.

    For anyone who is curious why I have multiple account, even I don’t know but those were open back when I was around 18 and never bother to close them.

    • +1

      Surely you knew depositing over 10K get automatic scrutiny ?

        • +2

          incorrect.

        • It is for any transfer that meets the threshold

  • Yes. It is normal. There are tonnes of scams and probably because you look frail or an easy-target she asked you the question.

  • +3

    Probably the teller was wondering why you need to withdraw 100% of your savings. They were looking out for you.

  • +3

    Tbh you kinda sound like a (profanity)? They were just doing their job and you purposely made it more difficult.

    Why not say "my reasoning is private, but what types of scams are you looking out for"

    They will give you the usual story about giftcard scams and so on.

    And THEN say "ah, none of that is applicable to this situation. Could I please withdraw the $5000.00 now?"

  • +2

    So it looks like a normal thing now. And the bank has a legal duty of care. Thanks all for your input and sharing your experiences.

  • +1

    Two reasons they ask
    1) scams - they are looking out for you. They are also looking out for themselves as they have a duty of care to protect you.
    2) money laundering / tax evasion

    When I was younger and more naive I frequently deposited large cheques from various overseas banks at my local bank and refused to tell them the source of my funds. Attitude was the same as yours only the quantum was much larger in the five figures each deposit.

    Needless to say it was a matter of time before the ATO came knocking and they weren't there to ask questions.

    My advice is just to tell the teller honestly. If it is a deposit or series of deposits over $10k in total AUSTRAC will be notified by the bank either way.

    • +1

      100% money laundering, especially if it's an Unusual cash withdrawal.

  • +1

    I think it's good that they do that.
    Salespeople/cashiers should be asking every buyer of iTunes cards the same.

  • "May i know why you need the cash for?" is probably sounds better than "What do you need the cash for?"

    It's like asking a customer May I help you instead of What do you want

  • -2

    Was asked the same question some time ago when taking out 10k. I too thought it was odd. Just said "I was buying something".

    On the way out, they shouted out that I was earning hardly any interest and would change my bank account to earn more. I said oh, thanks for reminding me. Could you please switch me over to a non interest earning account. After finally understanding that I was being serious, I walked out, turned around and they were still in utter shock, haha.

  • Just curious, if the teller asks for purpose of withdrawl and we stright out say money laundering, what would happen? Would they give it to you anyway?

    • +2

      judging by the recent banking inquiries probably.

  • You should have said 'yes'

  • +1

    I went to Commbank to transfer money for the purchase of a car I had seen on Carsales (was a high yield investment from a dealership interstate) and even after providing all of the documentation from the dealership and their contact details, the branch manager just straight up refused to do the transaction because I hadn’t actually seen the car. She said she won’t do it until they or I could prove the car/dealership was real.
    She said I can increase my transaction limit to the max and do it in several lumps myself, but she wasn’t comfortable putting it through at the branch.
    I ended up paying for a 3rd party independent inspection and the branch manager actually called the dealership to confirm before they put it through.
    It was a weird experience, but I did feel more at ease after doing it because I suppose, technically, it could have just been a VERY elaborate scam with email spoofing, fake google maps listing with reviews, multiple staff members and somehow they got the car and VIN to line up.

    • +1

      Wow sounds like that bank manager went above and beyond to protect you!

    • -1

      If this happens in the future, you can draw a bank cheque and deposit directly into the bank account of the dealership at their bank branch.

  • +1

    Not a fan of banks ever since COVID-19 hit, I deposited a large amount of cash just before the pandemic and because of their now shortened branch hours and ATM limits - they are now imposing limits on how much cash I can withdraw. We are in a predominantly Asian community and a lot of people do not trust banks and were fearing the lockdowns as a sign of war (similar to what some of them experienced overseas).

  • +1

    There is another reason not yet touched on. Tellers in a lot of banks have sales and referral targets, and someone making a large withdrawal might be buying a car or putting deposit down on a house, which can lead to an insurance referral or referral through to the branch lender. Sucks, but the pressure used to be there on frontline staff to have these conversations and obtain business off the back of it.

  • +2

    Family member works as a teller in a bank.

    Banks are very unique in terms of their business model and the data they are able to obtain on a mass-scale, which is extremely valuable. There is a couple of reasons why they ask this

    1. $10,001+ to comply with anti-money laundering laws, anything that sounds suspicious needs to be flags in accordance with the Royal Commission into Banking and Insurance.
    2. Opportunity to offer additional services, for example, if you are withdrawing cash to repay someone, or pay down a car, they may advise you of opportunities with personal banking loans, same goes if you were to say it's a deposit for a car, etc.
    3. Data collection for sale, or to share with cross-marketing of different business entities, don't be surprise to receive marketing emails and calls after purchasing a new vehicle and letting a teller know, they note down your information and sell this data to insurance companies that can marketing you new insurance products, but mostly, these are companies the banks have a share/stake in
    4. General account keeping records, but a majority of the time, it is to maximize consumer knowledge for marketing, analyse, research and targeting so they know how many of their customers own a vehicle, or if you say you're paying 5K for a motorbike, now they know you own a motorbike, etc etc.

    Tellers do have a KPI/Bonus system like most corporate jobs, and even a portion of some tellers salary is made up of this bonus, they are expected to cross-promote, sell, up-sell, encourage credit card applications, home loans, secured/unsecured loans, and insurances as much as possible to maximize the banks overall profit margain, and to increase consumer data to make the company more valuable, and "consumer focused".

    • -2

      Data collection for sale, or to share with cross-marketing of different business entities, don't be surprise to receive marketing emails and calls after purchasing a new vehicle and letting a teller know, they note down your information and sell this data to insurance companies that can marketing you new insurance products, but mostly, these are companies the banks have a share/stake in

      This is absolute garbage. Banks do not "sell" your information to insurance companies. They can't even recommend you as a customer to a related insurance entity without your consent. Under the Bank Code of Practice they can't even ask or suggest to refer you to an insurer unless you specifically raise that you are looking for an insurer and can they recommend one. Even then they might not even had an allowable insurance company to refer you to. If they do, they often have to get written consent from you.

      You make it sound like they are trying to pry any information out of you to sell to the highest bidder. Absolutely cannot do this.

      • The CBA tries time and time again to scam people.

        They used insider information this time.

        Friday 4 October 2019
        19-272MR CommInsure charged with hawking offences
        The Colonial Mutual Life Insurance Society Ltd, trading as CommInsure, has today been charged with 87 counts of offering to sell insurance products in the course of non-compliant unsolicited telephone calls.

        CommInsure is a wholly owned subsidiary of the Commonwealth Bank of Australia (CBA).

        ASIC alleges that between October and December 2014, CommInsure, through its agent, telemarketing firm Aegon Insights Australia Pty Ltd (Aegon), unlawfully sold life insurance policies known as Simple Life over the phone. CommInsure provided customer contact details to Aegon from CBA’s existing customer database.
        https://asic.gov.au/about-asic/news-centre/find-a-media-rele…

        .

        CommInsure has today pleaded guilty to 87 counts of offering to sell insurance products in the course of non-compliant unsolicited telephone calls (19-313MR).
        https://asic.gov.au/about-asic/news-centre/find-a-media-rele…

      • +1

        Lmao, the Royal Commission into the banking and insurance industry happened out of thin hair did it?

        You're delusional, there was example after example at the Royal Commission into this sort of misconduct, unfortunate for you that you're just so worked up on what you think happens, and what actually happens that you convinced yourself the Royal BLOODY Commission into BANKING AND INSURANCE did not involved a bloody BANK AND SELLING INSURANCE.

        If they can blatantly sell rubbish life insurance to Aboriginal/Indigenous people that are already dead, than they can ask you a few questions at the teller. Common sense.

        • That was then. You can't do it now without consent and in specific cases. I'm not denying it never happened.

    • They’ve removed those KPIs from tellers a few years ago due to post review of the royal commission.

  • I usually just tell them I'm using it as ammunition for my money fort fight. They just give it right to me then.

  • +3

    They thought you looked gullible.

    You were a bit rude in response. This could save many people $$ they would lose to scams.

  • +2

    People get scammed to withdraw cash all the time. They are directed by the sammers to not tell the tellers that they're doing and why so they are trying to protect you. The tellers can usually tell by the response if there's something to be concerned about.

    Also the bank is protecting itself from having to cover your costs if you somehow put the blame on them for not trying to protect you from scammers.

    Just be happy you had someone who cared enough to try.

  • +1

    "Just laundering money."

    Then wait.

    • +2

      Not sure what each banks AML policies are. But you'll definitely be reported to Austrac. Then they'll give your file to them and they'll look though all your accounts not just within the bank, and survey then for a period of time.

      The teller will advise their supervisor and you may or may not get the money.

      It's best not to joke about these things.

      Is like going into a police station and go freeze, I have a bomb strapped to my chest when it's only a few rolls of toilet paper.

      • That post was dripping with sarcasm.

      • "Not sure what each banks AML policies are. But you'll definitely be reported to Austrac. Then they'll give your file to them and they'll look though all your accounts not just within the bank, and survey then for a period of time."

        so what? it's not as though they are not already using the biggest A.I. tech in the country to monitor everything you do.

        "The teller will advise their supervisor and you may or may not get the money."

        if you have satisfied the i.d. requirements, and they have the cash, how can they NOT give you the money?

        yes, i am laundering the money…. i am taking it to the laundrette to clean the germs and covid virus off it. now STFU and gimme my cash….

  • Same thing happened to me two years before. The day before settlmemt of my house, I went to comm bank to withdraw like $15000 so that I can deposite to my wife's accountSt George Bank just 30 meters away.

    They asked me the same questions, check my ID ,check my signature and asked me to wait for 10 mins as they dont had enough cash.

    • +1

      It sometimes helps to inform the bank the day before that you plan to make a sizeable withdrawal.

      With OSKO almost everywhere nowadays (unlike a few years ago in your story) withdrawing larger amounts is not really necessary.

  • +2

    Do you really think it was easy for that teller to ask that question? Give them a break mate, they were only doing their job, trying to protect you.

  • I think it's standard practice to ask when withdrawing large sums.

    On the flipside, after settling a house sale my bank said 'I see you have a large sum in your offset, would you like to talk to one of our advisors about hot to invest it?'

    This I find more repugnant, as they're trying to push products on to you to beef up their profits.

  • It used to be tellers would ask if the money was going into another bank, to get a chance to beat the deal the other bank was offering for a term deposit, or whatever, maybe not much of that going on at the moment though. This is back when the branch could call head office to get an authorisation for a special, uncarded, rate, say the 12 month rate for a 6 month term, or similar. Maybe not for just $5k, but if it was $20k…

  • legally they can. these days it is generally to stop fraud or coercion. Once years ago a teller { who asked me that question} tried telling me they had asked because it was " the banks money to".

  • When did $5,000 become a large sum of money?

    People used to withdraw $10,000s back in the day when there were no EFTPOS and everything was paid using cash.

    It would be long before governments around the world start to lower the reporting amount from $10,000 to something ridiculous like a few hundred dollars.

    In letters to lawmakers, the administration officials again asked Congress to require banks to report annual inflows and outflows from bank accounts with at least $600 or at least $600 worth of transactions,
    https://www.wsj.com/articles/yellen-irs-push-democrats-to-re…

    • People used to withdraw $10,000s back in the day when there were no EFTPOS and everything was paid using cash.

      Seems like everyone, including scammers and fraud rings, has moved on with time except you.

      • I'm living in the 21st century. 99.99% in digital currencies and keeping 0.01% in fiat for bills and coffee.

        Not having to walk into a bank is a liberating feeling that fiat can't buy.

        • Then what's the point in mentioning paying everything in cash LOL.

          • @Ughhh: There are plenty of people that still want to use cash.

            I respect their decision to want to keep their spending private and away from overreaching government regulations.

  • +3

    Lol at not breaking eye contact. You showed that teller who's boss!

    • Showdown at the OK Corral.

    • Hahaha gold!

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