I recently went to KCB in town to collect my cheque book and ATM cards. Unfortunately l didn’t have my account number since I had not planned to do visit the bank. I was advised to go to a special teller who deals with ATM and cheque book collection.
There were 4 or 5 people in front of me. I waited for 10 then 15, then 30 minutes. The teller was so slow, answering her phone calls all the time.
Annoyed I protested and told her to give us a better service. Finally my turn came, the teller advised me since I didn’t have my account number I had to go to the customer service desk and get my details and come back.
I was left with no choice and had to see the customer service manager, narrated the above scenario and expressed my dissatisfaction with the service. She responded by saying the teller was slow because she was working alone and no apology was given.
I insisted this was not acceptable and there was no reason for me to stay with the bank. She told me it was my choice, I could move if I want! Then she gave me my account number.
Back to the queue, I waited again and noticing that my lunch hour was over I lost patience and decided to leave the bank. As l walked out l decided that I should do something about.
As I was leaving the bank I decided to get the number of the branch manager and called him. He was out of the bank but responded promptly. He directed me to his office and he sent someone to help.
This person, whom I learnt was the operation manager, was very helpful. She went to check and in less than 5 minutes she came back and told me they were not ordered despite the fact that I had requested for them when I opened my account.
She apologised and assured me she will follow up my issue. The reason I wrote this was to demand a better banking service from all banks.
Frustrated KCB client