Operational Efficiency & Customer Service

Hi,

More than a week ago, we went to one of our local banks to change an account status from single to joint account.

it must be our unlucky day, as we were given a wrong queue number so we waited until there was no one in the queue and we were still waiting....!

Fortunately, we were Priority Customers so we were entertained with coffee and newspaper + a large LCD TV during that short duration.

I was telling my wife that going to the normal counter queue would have been faster though no free coffee.

When we highlighted it to the service staff who issue us the queue number, he was apologetic. So ok lah.....

When we were being served at the special counter, we were asked to update some personal particulars. I updated some personal info but refused to indicate my source of fund and also how do I intend to use this account. I told the staff that it is an existing account and also I am not borrowing money from the bank . None of the bank's business and walked away.

( I checked with a friend working in a bank and I was told that this is the requirement when a new account is being opened due to money laundering. Do you think such people will tell you the truth on the source of funds and what the account is used for....? )

Back home, we were not able to see this joint account through the Internet.

So about a week later, we went to another branch and the counter staff and an officer retrieved the record and confirmed that the account status have been updated, as requested. No action required but for us to go home and customised our account linkages.

Back home, we were not able to customise the account linkages as that account was not shown!

This time round, we went back to the 1st branch we got our account status changed.

Guess what we were told......?

Sorry, your account status was changed but was not link up yet!

Naturally, we were upset and almost blew up as we were told otherwise by a staff and an officer only the day before......!

So this staff linked it up and got a PC for us to verify that it is done properly this time round.

Finally, it works...!

So what happened....?

There must be some flaws in the operational and customer service areas in this bank ........

Or did we have a BAD day....?

David