Editor,

I would like to extend my frustration at the breakdown of ATM machines. Those in charge of operating the systems, should have contingency measures in case of a breakdown in systems.

I was also shocked to read in The New Times yesterday that the head of SIMTEL, the company that is in charge of the machines, refused to comment.

I think as clients, we deserve an explanation as to what happened and how long it would take to fix the problem.

Had SIMTEL informed the public, people would plan accordingly and not waste their time to go to the machines only to get disappointed or have to spend hours on the long bank queues.

When companies keep silent on issues that affect their clients, it constitutes poor customer service, something that we must eliminate in our country.

I hope SIMTEL can let us know when the ATM’s will be up and running, meanwhile, the central bank should intervene and make sure that something like this does not happen again.

Finally, I would like to take this opportunity to thank the banks that put in place extra tellers to cater for the influx in clients.

Joella Ngarambe
Kacyiru