Friday, September 30, 2011

Droping the ball at the most crucial time

You choose a bank for variety of reasons. You become a member of their proviledged banking service with certain expectations. Organizations use marketing communications to reinforce the product positioning in the minds of their target audience. When you are dealing with  one of the largest in the world, you expect certain base minimums.

Here's the context. They call themselves the world's local bank! You deal with them thinking that they could offer certain benefits that other local private banks cannot offer because of their own netwrok and reach especially overseas.

My requirement was simple. I wanted to withdraw certain amount of money exceeding the daily withdrawal limit on the ATM network of the said bank. So I spoke to the Sri Lankan call center which confirmed to me as a special case I could walk in to any local branch of the said banking network and make a request and they would verify my credentials and other formalities with the Sri Lankan branch and honour the transaction.

However I was in for a shok the next day as I walked in to their local branch! So called Customer Support Executive aftermaking me seated for 15 minutes simply said that I cannot withdraw money over the counter. I requested that I be taken to the manager in charge since it is a special request. The guy simply said that If he cannot solve my issue the manager cannot do either! He even refused to take me to another senior officer! Talking of attitude !

Then I made a call to the Sri Lankan call center of the said bank and expalined my plight. After asking several questions and keeping me on hold for over 13 minutes I simply gave up on the call. But the best part is after knwoing my plight and knowing that I was stranded in a foreign country and also having my raoming contact details the call center simply did not bother to call back.

I have made a formal complaint on the matter, lets see how they respond this.

What's the point if they cannot serve you when you need them most!

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