Bank of America (with Drive-thru ATM) Jumpers Hole Rd, Severna Park

I took a friend to this branch to get a Certified check for a purchase of a car. She came back empty handed, I asked why, and she said that KAREN, the cashier, said could not give her a check, that my friend needs to go back to the branch she opened her account, (now that was the most ridiculous thing I ever heard that day) her bank was an hour away, and it was already few minutes to 5pm (when the banks close), which means there was no way we can get to silver spring and back in time. So we decided to call customer service, who proof that there was no reason that my friend couldn't be issued a certified or Cashier's check. I was so mad, I decided to go to talk to Karen to get more information as to why she will not issue the certified or Cashier's check. The bank had already closed, but the employees were still in, so I knocked and Karen finally came, so I politely asked why she can't issue the check, considering, my friend provided every form of ID Karen asked for. she couldn't give us any clear explanation besides the fact that she was so rude and unprofessional. On top of that, Karen did not give her her ID back. The next morning, my friend went to a different branch and received a Cashier's check with no hassle what so ever. So since we had to go back there the next morning to pick her ID, I decided to give my complaint to Karen's Manager. To my surprise, she defended Karen saying that my friend was on the phone, and because of that, she looked suspicious, excuse me! what is the purpose of her ID card if you can't verify her with that. Was it because she was black, withdrawing 5k, that makes her suspicious? Both the Manager (who was a woman, can't remember her name, but she was on duty during the morning to early afternoon of Friday, 02/26/2016) and Karen were very rude and unprofessional. Not even a single apology came out of their mouth. Because of this experience, my friend decided, she is going to close her account, and to be honest, I don't think I will ever recommend bank of america. May be it had to do with that particular branch, but man coming from a person works with customers all the time, that is no customer service.