Editor, Dear Nathalie, Thank you for bringing this unfortunate occurrence to our attention. Bank of Kigali is committed to providing the best financial services to our customers. It is indeed the culture of the Bank to provide the best customer care across our branch network.This incident, therefore, comes as a surprise to us. However, be rest assured that we will follow this up to ensure that our customers experience at any Bank’s outlets remains pleasant. Let me take this opportunity to thank you for bringing this to our attention.Should you or anyone else encounter anything less than excellent customer care, please do not hesitate to contact our Customer Care Manager on 0788143001 or 0788140000.Kindest Regards,Shivon Byamukama, Bank of Kigali, KigaliResponse to Nathalie Munyampenda’s opinion piece, "Hello Passion! Doing what you love most in life”, (The New Times, February 20).