Have you ever gone to the bank with a simple request only to feel like you weren't being listened to or worse, misunderstood? Many older customers know that frustration. But imagine this. You walk in, try to handle your money discreetly, and suddenly the police are called on. That's exactly what happened to Ryan Cougler, the director of Black Panther. >> Hey, just just hang tight right there. I'm going to talk to you for one sec, bro. Say what? One sec. Somebody take my glasses off my face, bro. I got you. He needs some air. I mean, I got to be honest with you, man. I just >> What if I get medical alarm? >> I just can't believe this, man. Is that Is that my Is that my my family's baby nurse? Did y'all do y'all have her detained right now? >> Who? >> The baby nurse, the the Filipino woman that was in the back seat. Did y'all have her detained right now? >> Yes, she's being detained. >> All right. Uh, can you uh did the officers explain what's going on while we're out here? >> Oh, really, man? >> All right. So, we got a call. I I heard I heard somebody ask if I passed a note. >> It's probably been one of these. >> So, ba basically, we got a call and uh from what we got the call, it seems like someone was trying to rob the bank. Uh something about you passing a note to the teller, something to that effect. Uh can you just tell me what's going on or >> Yeah, bro. >> Police arrived and Ryan Cougler was handcuffed inside the bank. Meanwhile, outside, his nurse and family, who had simply been waiting in the car, were also detained. No clear explanation was given at first. Imagine that. >> It's a it's a it's a medical assistant that works in my house that prefers to be paid in cash. Every time I make a withdrawal to pay her, you know, because it's a large amount. She works a lot. >> Yeah. You know, if I if I don't if I don't write down on the note how much I went out and then I don't want it ran through the money counter right there at the desk, the whole bank ends up looking at me cuz I just hearing money going through the money through the account and I don't feel safe. I don't feel safe getting money out like that. So, every time I go to withdraw it, you know, I put that I put the amount the account I want to take and all that >> and I put my own card in and then they and then they usually take I mean, I always just just get the get the money from, you know what I'm saying? Mhm. >> Gotcha. >> I I I don't understand. >> So you you make Well, that's like I said, that's the reason why we're out here and that's the reason why we detained everybody because we didn't know exactly what was going on. >> So you make I mean I got to be honest with you, man. Y never like y'all never asked me what was going on. >> Yeah. Well, unfortunately we in in those situation. >> Where's the ID in this pocket? >> In a is the ID in this pocket. >> Just hang tight. How >> about a sec, bro? One sec, bro. One sec, bro. >> Sir, so the reason that we don't obviously just give me a sec, man. >> I got ahead. Do you need to get some fresh air a need to take the mask off for a second to get some fresh air? >> Okay. I got a 5month old baby at home, bro. I don't I don't want to take my mask off, bro. >> Yeah. Yeah. Understand? After officers explained what had happened, Ryan Cougler was left in shock at how quickly the situation had escalated. To be fair to the police, they never truly know who they're dealing with in a potential robbery call. The real issue began with the bank's internal process. Once a withdrawal passes a certain threshold, an automatic alert can trigger suspicion protocols. >> Just trying to manage my emotions right now. >> I understand. I understand. So, um, like I was I was about to tell you, um, the reason we don't, uh, come out and and and unfortunately the the seriousness of the call doesn't allow us to >> officer, let me ask you a question, sir. >> Yes, sir. >> You talking to me right now and I'm cuffed in the back of a car. >> Yeah. >> My team driver is cuffed. I imagine in the back of a car. >> Yeah. >> And and and my baby nurse that takes care of my baby is cuffed in the back of a car. >> Yeah. Is there any reason we can't have this conversation once you get these cuffs off everybody and we and we back to being treated like me? Is there any reason for that, bro? >> Yeah, that's fine. We we'll go ahead and uh get you out of the handcuffs. >> I'd love to have this conversation with you, man, but this is this is uh >> I understand. >> You know, >> we we just uh while they're getting you guys out of handcuffs, >> um I I I I stated to to the officers that arrested me that had that had their Glocks out >> Yeah. that I was pulling money on my own account. >> Understand? >> I I put the I put my own bank card in there before the lady went in the back. You know what I'm saying? >> So So we we have to confirm that. You got to understand we can't we don't come out because of the seriousness of the call. We don't just come out. And unfortunately in a situation like that, you don't get the benefit of the doubt. We detain and then we ask questions later. >> Um that's what exactly what I went inside for. Hey, you can you can take them out. the other people that are handcuffed. >> Oh, yeah. Hand me that. >> So, that's why we come out with weapons. That's why you're detained and then we ask questions later because of the nature of the call. >> So, um >> sit again. >> Um >> it's nothing there's nothing for me to say, man. Like I got to get all your name. >> Yeah. No, that's fine. That's fine. Yeah. Yeah, that's not a problem. >> Um >> you got y'all got cars? No, we don't have cars. But we'll if you if you got something to write on, um, do you have anything? >> I'm not reaching into nothing, grabbing nothing. Y'all been giving me something down on y. >> We'll get you something everybody's name. >> I'm not reaching in there, bro. Like, y'all just claim it. >> Ry had guns, y'all, bro. You understand what I'm saying? I'm trying to get my own money out my own account. Look, you know, you know what I mean? Like like I I I got to I got to I don't know if she ever had >> You know what I'm saying? They can have it sit in the car. >> You know what I'm saying? >> Like it's it's a it's a it's a >> Oh, you have the keys though. Okay. You can give her the keys. >> It's a major problem, man. >> And and the officers that was arresting, I was trying to communicate that with. You know what I mean? >> I got I got y'all reaching for my badge. I got my ID hanging on my hip. >> I got you. >> You see what I'm saying? >> It's hanging on my hip. Yeah. You feel me? Like it's not like I got in my bank card, you feel me? >> Yeah. Like I >> I do understand where we're coming from. >> Do you understand that we're not We didn't just show up here and put draw guns on you. >> We showed up because the call was came in. >> I I I understand that somebody [ __ ] up. >> Yeah. >> That's all I know >> right now. You know, you know what I'm saying? >> Um >> I know it's along you're trying to make a movie. >> You know what I'm saying? in in in Atlanta, you know what I mean? I didn't have to write letters to Stacy A for the whole internet to understand why why I'm here. You know what I'm saying? I'm all my workers employing a thousand people here. You feel me? I'm trying to take care of some personal business and I get two hammers. >> Hey, y'all do me a favor and give uh write down all our names and put it on a paper form. >> He don't have nothing to write on. >> Just put all of us guns drawn. Take money off my account. That's >> what I'm saying. Step off. get thrown in the back. >> Y'all do me a favor. >> Yeah, for sure. >> It's a problem. >> I need I need everybody. >> He's They're wring all all our names down. >> You know what I'm saying? Let me just find out who made that call in here. >> Yeah. >> Came from the bank. >> Yeah. >> I need to find out who made the call. >> You have right to do so. >> Yeah. I got I got >> But I just want you to understand what what what my sergeant advised you on the nature of the call. That's all I need you to understand. >> Have you ever considered speaking to them before you make a transaction like that? Have you ever had something like this happen? Have I ever been arrested? No. No. No. No. >> Wait. What? Listen to what you're saying. >> Have you ever No, I am listen. >> Okay. Have you ever considered speaking to them about what it is you're trying to do prior to doing? >> So, so can I explain something to you? >> I went to CVS out here to get a vaccine. I came outside. I saw smoke in the in the in the in the parking lot. You understand what I'm saying? I was getting a vaccine. Yeah. I'm not trying to out here, bro. Like I'm not saying out loud how much money I'm taking. >> That's what I'm saying. I'm not talking about speaking to somebody like that. I'm saying, "Hey, can I speak to a manager in an office somewhere? >> Have you ever considered doing something like that?" >> I consider it. Now they trying to take money out. But up to this point, every Bank of America I ever gone to never happened. Got you. >> You understand what I'm saying? Understand? >> So So y'all explaining your perspective, right? Y'all the ones with guns and vests. You understand what I'm saying? What's What's my perspective? What's my perspective? >> I know you at the at the bank. She never shared it with Bro. I said, "Hey, is that going to be okay with you?" She said, "Yeah." I put my own car in, put my own pin in. She asked if she my ID. I gave it to her. >> Yeah. >> And she goes in her back and I'm waiting for the put and then the people keep coming out. Hey, they taking care of you. They taking care of you. Everything, you know, just taking a little while. >> Next thing I hear. >> Yeah. I hear Glocks getting pulled out. That's what I hear. >> I hear Glocks getting pulled out from unholstering. Hey sir, can I talk to you for a minute? >> You understand what I'm saying? >> So you you see my perspective. >> Yeah. >> Yeah. So So I mean >> once Ryan understood the situation, frustration set in. After all, it was his money, his account, and he had provided every piece of identification. Yet the bank still chose to call the police. Officers explained that he could have called ahead for such a large withdrawal, but Ryan's reaction made it clear. As a customer, he believed he should have been treated with respect and understanding, not suspicion. >> Is that every how many officers you got on there? >> He's not, man. I mean, >> yeah, there's five of us out here. >> Five, >> can you uh give him the case number regarding the incident? That way, what's the case number? [Music] >> No one's withholding anything. Wow. Do we have any more of their property? >> Yeah, right here. >> Give it Give them all their property. >> No one's withholding anything from you. No one conses. >> Go ahead. Take your time. >> Lundy, can you give me a case number? >> Y'all are withholding [ __ ] from you though right now, right? >> What are we withholding? >> So, I call Atlanta and I say, "Hey, Officer Fernandez, who is that?" >> Yeah. >> I got first initials on your on your names, right? Yeah. Well, they not on here. I'm going to give you a case number. >> Well, they not on here. Let's put the first initials on here like Jackie. >> That's why we're giving you the case number. Never calm down. >> You tell me to calm down. Okay. >> Yes, I am. >> We're giving you a case number that identifies every single person that was on here. We got camera. >> Excuse me. >> I don't know what case number is, right? >> Yeah. Like >> I got you. >> I just know you got a very common last name. >> Fernandez. >> Yes. And I'mma call the call metro Atlanta and say, "Officer Fernandez." And they probably got more than one. >> I got you. >> That's all I'm saying. >> Okay. You feel me? And you telling me >> 6699. >> All right. Well, we're going to give you everything that's associated with this call. >> Everyone's recording. There's no question about what happened. All right. So, the teller said that you weren't speaking to her and >> that's I'm just telling you what she what she's saying. >> She got she got Look, man. She got scared when a black dude handed her a note. You know, I mean, I got I don't know. I don't know what else to say to that. >> Yeah, I don't know what to say to that either. I mean, >> I wasn't speaking to her. Hey, bro. I as I asked her if she could do that for me, right? She said and she said, "What account?" I said, "It's my second my ID." She said, "You I said, "Yeah, I got her my ID." >> You know what I'm saying? I was talking to her the whole time, bro. Yeah. >> You know what I mean? If she was scared, >> she got to admit that, you know what I mean? Like, you know, like and that's and that's fine, bro. At the end of the day, no one is ever completely safe from misunderstandings and there will always be room for mistakes. But what should never be acceptable is a lack of respect, understanding, and basic common sense when serving customer. Credit goes to the police officers for deescalating the situation under such tense circumstances, and we hope Ryan Cougler never has to face something like this again in future bank transactions. As always, take care of yourselves, everyone, and don't forget to support the