Update: Standard Chartered charged me Rs.1000 to put a stop on the stolen checkbook, saying “its for your own security”. I know I sound like a consumer, but that’s absurd!
It’s not my fault the book was stolen why tax the victim for “being a bank who’s there for them in times of trouble”?
All banks should thank Standard Chartered bank in Pakistan for building a fantastic marketing department for other banks: SCB calls it the customer service dept.
Confused? I’m hearing about more and more people — high volume to personal banking — moving all of their assets out of SCB and moving to other banks purely because of poor customer experience.
I’ll admit I am on the verge of doing the same. SCB service has been very poor, and has become worse since the merger with Union Bank.
This weekend, my checkbook was stolen. It’s taken a whole day just to report that incident to the bank so that they put a bar on that checkbook.
Here is my own experience with them (literally):
- Called my personal banker, he redirected to the help line
- Help line says they can help me with everything else except putting a bar on a checkbook, for that I would have to come in person to the bank branch (20min drive away)
- Called my banker again, he redirected me to another branch nearby me.
- They redirected to the branch where I opened my account, and gave me the Operations Manager number
- Operations Manager doesn’t pick up his phone, nor does he have voicemail.
- Called the branch front desk, the person understood the problem and said she’ll transfer me… after a minute on hold the call was disconnected.
- Called Operations Manager again, he referred me back to the local branch, but asked me to go in person
- Went to the branch, talked to the main counter, he said it cannot happen
- Then he checked with his supervisor, who referred me to a personal banker at the branch
- Personal banker calculated a few things manually, then went over to the senior PSA
- Printer refused to work, it took three people to get a bank statement printed
- The Senior PSA came back after a while and was rude enough to give me a clear message that his blissful day of zen had been disturbed the minute I walked in with a problem.
- They had me sign a few papers, and took them to someone behind the scene, and I was asked to wait
- Someone from the counter (who was 5 paces away from me) said “You! YOU! Yes you there! Come here!” flicking his fingers as a gesture.
- Finally, he slammed a confirmation paper on the counter and walked off — no exchange of words.
I’m not exaggerating here. As further proof, while I was there another customer walks in with a disheveled face. Here’s the conversation he had:
- “I need to withdraw cash from….”
- “Oh for that you’ll have to go to the F-7”
- “But I just came from the F-10 branch who directed me to you guys”
- “Maybe they meant the other branch in this sector. You could go there”
- “Will they let me withdraw this cash?”
- “I dont know, hold on” …
- Phone call with other branch people “…. wait? You mean its not even in F7? Uhuh…”
- “Well sir, they cant do it here either. You’ll have to go to F7”
Now, this said and done, I dont think its that SCB doesn’t care about customer service — their agents were all friendly and tried to help (except for the senior PSA and the guy who slammed the confirmation).
The trouble I think is that there is no master FAQ system in place which tells their people the answers to common queries. The problem is they usually just dont know how the system works and who can help the customer.
I confirmed this by asking one of the CReps — for their fresh inductees they have a 1-week training session and then assign them on the floor to “figure it out as it happens”.