1- It fails to deliver what it tells you it will
When I first opened an account in here, they mentioned that they will send me a statement every two months. I got one only once in one year.
2- It runs diagnostics and takes its time to deliver the request accurately
It was only my fault that I didn’t think I would need a checkbook at some point, but when I did request one, I had to go back and forth between two branches – in different emirates – to request and collect it.
Like any sensible person with practically no time in her hands, instead of making the request in Sharjah where my branch is, I made it in Dubai near my workplace and asked to collect from there even if I had to wait a week to get it. However, on the assigned day the following week, I go and they have no idea what I’m talking about. After double checking, they asked me to call my branch as they still hadn’t sent it.
I do it, although knowing that it wasn’t my job to do so, and tell them to keep it there and I’ll collect it when its ready.
So this drags on for another 10 days between futile visits and fights, and I finally get the checkbook in the end.
I’m not sure which part of the diagnostics I was that they had to run, but I asked for a checkbook…and a checkbook I got.
3- It creates opportunities to surprise its customer
Two months after this incident, I receive a call from the bank. She tells me “Maam, the checkbook you requested is ready and you can come to pick it up…”
4 – It provides maximum security…
…for its customer service agents. In a security “campaign” for their customers to change their VISA pin codes, they have also changed the call menu and removed the Customer Service line option altogether. To get one, all you had to do is make an invalid entry with your ATM number several times, and either get your account/service blocked or hit the jackpot and be transferred to a customer service personnel.
5- It serves to distract the customer from the heavy stress at work…
A paid and costly mandatory service.
Ever since I found out a rather large amount had been withdrawn without my knowledge, I’ve been trying to track it down on the phone as my Internet account got blocked after several attempts of logging in with the “wrong” password. And to reactivate it, I had to register for another service that was “temporarily unavailable” for days, all day, any hour.
6- It thrives on the human force in labor rather than employing automatic operators
In three days I must have talked with every customer service agent working at the bank. And being the trained operators that they are, they unmistakably recite the same instructions no matter what you ask. For example:
DC: “My internet service is blocked and I cannot register for phonebanking because the service is unavailable”
EB: “Our system is under maintenance now, please try again in an hour”
DC: “Is it under maintenance all day? That’s how long I’ve been trying”
EB: “Please try again in an hour, the system is under maintenance right now, then press 2, then press 1, then enter your ATM number, then your pin number, then ….”
DC: “But I’ve been trying that for the last three days and it’s no use, there has to be another way!!!”
EB: “Ok, but you can call in an hour, then press 2, then 1, then enter your ATM., then your pin”
DC: “I’VE DONE THAT AND IT’S NOT WORKING FOR DAYS NOW”
EB: “I understand, but if you calll in an hour, you have to press 2, then 1, then….”
