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Lovely Banking experience

There is a bank in our country with five letters to its name. I am one of those who have been a customer of this bank these last many years. Through these many years I have stuck with them for my card and my investments. I must tell you there service is terrible. They are arrogant, greedy, insensitive and they don’t care. Their head writes an occasional letter about how they deliver a lovely banking experience. God bless.

It takes a lot to get to push me to write about a bad experience. I have done only thrice and one of them happened recently when a wonder car dealer House who deals with the type of car I drive, took me for a ride (figuratively) and also walked away with my GPS.

The customer service of this 5-lettered bank is habitually bad. Despite being a client of the bank for more than ten years, you receive calls from other branches of the bank asking whether you want a credit card or wish to open an account with their branch! When you complain, you are told, “Why can’t you say ‘no’ and leave it. Meaning why do you want to complain? This practice became so bad I lodged a protest with the cluster head, but it was to no avail.

There is this experience of me cashing some of my credit card points and getting a petrol card against it. The moment I poured petrol into my card and gave this card in exchange, I learned I needed a PIN. So I called the bank. First, they said a PIN is not required and later gave me a number to which they asked me to speak. The number would be endlessly engaged, or I had to go through an automated system and so I almost gave up.

Finally, after multiple attempts and trying through several people, I managed to reach a voice. The voice told me the bank would sort the issue. A couple of days later I was told my new card would reach me on a Monday and that either didn’t need activating, or they would enable it themselves. Monday came and went, so did another Monday, but there was no sign of a card. I followed up, only to realise I was back to where it had all begun. I had to talk to another organisation. Phew.


“It’s after all only two incidents”


I continued to stay with the card because I am the type, which stays in without moving out. I paid the price for it. The other day my card got rejected at a merchant place. I had to bring the guy home and issue a cheque. I called the card company and narrated my experience. They said my account was perfect. I requested them to speak to the merchant and tell them I didn’t want any favour. I wanted a bald narration of facts. Of course, the bank refused. After I insisted, they said they would try to send mail. No such letter went.

The other day, and that’s my provocation for this article, at a hotel, my card was rejected with the prompt, “SIM not found.” The hotel tried out on a different machine, and a different error message came. I spoke to the card company. The response was expectedly pathetic. When I told them about the earlier experience and the refusal of the bank to speak to the customer, the lady said the practice was right. I pointed out that they were the payment facilitators. She said, “Sir, it’s after all only two incidents!” Brilliant.

A five-lettered organisation that doesn’t care for customers may not be  worth it.

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