Disappointed in Cynthia for enforcing questionable instructions.
And disappointed in the staff who remained silent when they saw customers being humiliated.
But Hargrove's conduct troubled her in a different way.
He wasn't a frustrated branch manager losing control during a difficult morning.
He was a senior executive with enough experience to understand exactly why conflict-of-interest rules existed.
And he'd helped build the system Keller was using.
Hargrove requested a private meeting with Amelia.
She declined to meet without appropriate participation from the independent review process.
He objected.
"Amelia, we've worked together for years."
She looked toward him during the conference call.
"That doesn't change the circumstances."
He sighed.
"You're allowing a customer-service incident to become a corporate scandal."
She stared.
For several seconds, she said nothing.
Then asked, "Which customer-service incident?"
Hargrove looked confused.
"The confrontation with Martin."
Amelia nodded.
"Is that what you believe we're investigating?"
He hesitated.
She continued.
"We're examining whether the bank implemented an unapproved customer-screening program, misclassified applications, discouraged eligible customers, and created conflicts in a third-party referral arrangement."
Hargrove shifted.
"Those are allegations."
"Yes."
She nodded.
"That's why we're investigating them."
For a moment, he looked irritated.
Then he leaned closer.
"Do you understand what this will do to our reputation if it becomes public?"
Amelia studied him.
"Charles, the conduct is what creates the risk. Examining it is how we determine what happened and address it."
He looked away.
She continued.
"If the program was legitimate, the records should support that conclusion. If it wasn't, we need to know."
Hargrove's voice hardened.
"You're destroying years of work over one employee's mistake."
Amelia felt a sharp surge of anger.
She thought about Lorraine Carter.
Walter Greene.
The customers recorded as voluntarily withdrawing applications they were never properly allowed to complete.
And Sofia Morales, sitting behind a marble counter terrified that speaking honestly might cost her job.
Then she took a breath.
"One employee didn't create Project Meridian."
Hargrove went silent.
For several seconds, neither spoke.
Finally, Amelia said, "The review will proceed."
Then she ended the call.
The customer-service scandal reached social media before the formal investigation was complete.
Someone had recorded part of the confrontation in the lobby.
The short video showed Keller pointing toward the entrance while Amelia stood beside the counter wearing her platinum-blonde hair, gold earrings, and striking pinstripe dress.
His words were audible.
Qualified clientele only.
Then the clip showed the card lying on the marble floor.
Amelia bending down.