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. Read more »