You run on my Money! – A Consumer’s Experience with Banking

Banks and banking services in Pakistan have a long way to go when it comes to customer satisfaction. Every now and then someone I know complains about their bank regarding some problem/drama that has been unnecessarily traumatizing them. The nature of these complaints range from the attitude of the designated employees, to credit cards, debit cards, account balances, hidden charges or charges not communicated earlier etc.

I had a very bad experience when I opened my first account just last year. So recently, when I decided to open another account for convenience purposes, in a newly opened Branch of a renowned bank in my neighborhood, I entered with preparation. I had already filled in the form and attached all documents.

The customer representative was an old man, close to the age of retirement. From his demeanor, it was apparent that he was one of those curmudgeons that we all despise. I went up to him and told him that I want to open a basic salary account. This is how it went: -

[Conversation translated in English]

Me: AssalamuAlikum
CR: Walaikumusalam

Hand shake

Me: I’d like to open a basic banking account please
CR: Sure, have a seat

I take a seat. He reviews my form and attached documents.

CR: Do you have your original NIC?
Me: No, I’ve lost my original NIC. However, I have my original passport with me and its photocopy is attached.

CR: But why don’t you have your original NIC with you? Have you registered an FIR? Do you know that someone can misuse it if found…?
Me: Yes I know, and have taken all necessary precautions.
CR: But wherever you will go, you will face hardships. How can someone lose their NIC?

At this point it started to be irritating. Especially because the man had no obligation to ask what happened to my NIC, start lecturing me, or give me unasked for advises or try to ridicule me. His work was to fill in my data into the PC and get on with it. So…

Me: Listen, all I know is that the identification of a person is mainly done by three things i.e. NIC, Passport or Drivers License. Since there is space for entering passport details in the form, I have done so. So lets avoid discussing the implications of losing an NIC and enter the information given. I believe that would be the actual purpose for us both being seated here.

Silently, the CR starts filling in the info with a grimace. Afterwards I’m given some papers to sign. Out of which there is one document which actually asks for a receiving signature for the Cheque Book. I inquire the Customer Representative on what is this. He tells me that its standard procedure. I sign with a feeling that something is weird about this.

So after 5 minutes, he tells me that this is it. My account has been made, and I shall come back in three days to collect my Cheque Book. This is where had to ask: -

Me: Where is my Cheque book?
CR: I just told you that you’ll need to come in three days for that.
Me: But you just gave me a receiving for it to sign. I have signed on a statement that I have hereby received it already.
CR: I told you, that’s a standard procedure.
Me: It is only a standard procedure if I’m provided with a Cheque book.
CR: OK! Give me that.

He takes the form in front of me, opens the receiving attached to it, and angrily smudges my signature with his pen.

CR [Agitated]: OK sir. Is that ok with you now!?
Me: Pretty much

He settles down and then starts again.

CR [rudely]: You don’t know, who is sitting in front of you. I have a lot of experience. There should be trust between us.
Me: I believe I’m talking to someone who needs to read documentation clearly. There is a process that needs to be followed.
Me [raising my voice]: And customers cannot be treated and talked to like this. You’re not doing me a favor. I’m here to open an account and I’m bringing in business!

This is where the manager intervenes

Manager [Sweetly]: Son, you’re getting angry unnecessarily. It is our habit to get documents signed like this, in order to save hassle….. Just like when you smoke Cigarettes, it’ll take you a while to leave it. Similarly, we’ll also need some time.
Me: Regardless, there are instructions written here. I’ve signed that I have received the Cheque book. What if I come here three days later and someone says that it has already been given to me? If the Cheque book was to be received after three days, this paper should have been signed after three days. Not now.

Still if this is your opinion, I’d like you to endorse it on a piece of paper, for me to show it to the guys at State Bank.

By this point, both the employee and the manager became silent. To them, it had become apparent that I’m someone who knows how the system works and am not the typical pushover they are savvy in dealing with.

CR [Utters]: I’m sorry Sir.
Me: I accept your apology Sir. Next time, take care of who is sitting front of you.

The conversation ends. I and the manager start chatting. He asks me about my profession. I tell him that I’m a Consultant. He understands. He tells me that he lives nearby, I tell him the same. I leave in a while after shaking hands with both men.

—

After receiving the ATM card 10 days later, I had no further interaction with the branch or its people. After a month or so, a new branch manager was appointed. On his first day, the guy sent out two emails to all customers (i.e. all customers that had given their email address). The first email was a PR stunt, the second was for info.

They are appended hereunder: -

Email 1:

From: Branch Manager; Recently, 2008 at 10:18 AM
To: Me and 50 other customers

Dear Customer,

Let me introduce myself my name is X a newly appointed Branch Manager of X Branch. I have been with *the Bank* for past four years and now have privilege to provide my services to you. Hope to meet you in person at your next visit to branch and discus some mutual beneficial financial planning.

Please feel free to contact me for any queries at any time.

Regards,

*Banker Name*
X Branch
Off: *** – *******, *
Cell: ****-*******

Email 2:

From: Branch Manager; Recently, 2008 at 10:18 AM
To: Me and 50 other customers

Dear Customer,

I feel proud to announce that our X Branch is activated for net banking. Now your bank at your fingertips, you can manage your account, check balances, pay utility bills, transfer online, and many more. To avail online services double click on the either of the following links in order to activate your account online.
If you have, any questions regarding this service feel free to contact our 24hr helpline at ****-**-*** or contact me at numbers given below.

Regards,

*Banker Name*
X Branch
Off: *** – *******, *
Cell: ****-*******
_______________________________________

Observing that my address was exposed to everybody and vice versa, and such an email was a violation of my privacy, which the bank needs to protect, and the guidelines by the State Bank of Pakistan, I sent the a reply to the second mail. At first, I decided to send it to all the account holders, so that they could also be aware of what had happened and collectively thrash him, but realized that this would confirm my address to everybody in the mailing list, thereby contradicting what I would say, so I refrained. This is how it went: -

From: Me; Recently, 2008 at 10:48 AM
To: Branch Manager

It is highly regrettable to see that while my bank’s branch has activated net banking, internet literacy seems to be a distant priority. I would appreciate if the privacy of all account holders is ensured by avoiding to display their information (in this case their email address) for everyone else to see.

Thank you.

Your dear customer.
________________________________________
From: Branch Manager; Recently, 2008 at 11:07 AM
To: Me

You have very valid point and this will not repeat again at any level, I assure you that we have no intentions of revealing account holders identity or account information to anyone but the account holders. Kindly accept my sincere apology if this has caused you any inconvenience or offended you in any way.

You are our valued customer and we are here to provide you with best services for mutual benefits.

Thanks for bringing our attention this very sensitive; again, I assure you this will not repeat again.

Regards,

*Banker Name*
X Branch
Off: *** – *******, *
Cell: ****-*******
___________________________
From: Me; Recently, 2008 at 11:32 AM
To: Branch Manager

Its a point implied in the State Bank of Pakistan’s banking regulations.

Thank you for acknowledging your mistake. I’ll have to point out similar mishaps at the higher level if they occur again.

Regards,

–
Me
________________________________________

From: Branch Manager Recently, 2008 at 11:42 AM
To: Me

Thanks for your cooperation and support.

This has given me the knowledge that I lacked. I have recently joined Branch Manager position and that is not an excuse to make any mistakes but I have learnt the hard way. With assurance, nothing like this will ever occur from my side again.

Hope to meet you in person soon.

Regards,

*Banker Name*
X Branch
Off: *** – *******, *
Cell: ****-*******

————–

Although the person was mature enough to accept and apologize. Such an experience incites the concern of the lack of investment banks make in the hiring and development of their human resources, how much seriously do these resources do their work and care about customers, and how much customers who don’t know banking regulations can be abused. In a nutshell, I would recommend everyone who reads this to understand that: -

• Banks are not doing us a favor. They get paid for the services they render. So by all means and under all circumstances, they are obliged to be courteous with us.
• Customers need to be aware of how banks are being regulated. If they are, banks can not hurt them even if they even try. Please visit www.sbp.org.pk. Everything pertinent is available there. A bit of reading will be required.
• It is the responsibility of banks to ensure customer privacy.
• We should complain without fear and with the energy to face any impending hassle.
• Its a buyers market. Its easy to go to another bank.
• The next time you think a banker is being unfair, tell him to endorse his opinion, or “policies” so that you can show them to the State Bank. You’ll see him tremble and your problems disappear!

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