Shame On You NBK!!!
I am tired of mentioning how terrible banking system we have here and whats worse than that is the customer service. I have to deal with NBK a lot usually as there is a few times in the month where it requires me to transfer funds to our supplier accounts for the goods.
In the beginning of last month I lost my dads ATM card and called their customer service and reported it lost. I informed them that my dad is away and the procedure I can collect the card and pin number on his behalf. I did the arrangements got the letter sent to my dad got it signed and got it back. My journey to receive the card became crazy and hectic. Below is the conversation I had with them in the last 2 days.
Yesterday to receive the card:
Me: Hi, I am here to receive the card. *Pass the necessary authorisation letters they requested*
NBK: Please have a seat. We will call you shortly.
*after 5 minutes*
NBK: Sir, here is your card but we cant give you the pin number as it requires another letter.
Me: Well I was informed that 1 letter from my father would do the needful.
NBK: No!! this letter states that please give you the ATM card and pin number but as we have a new process in order where we dont issue you a pin number and you select your personalised pin number so you have to get a new letter.
Me: Well I wasnt informed about this when I reported lost for the ATM card.
NBK: *ignoring to what I have said* but you have to bring the new letter.
Me: Ok!! thanks...
As I walk out I call the customer service asking them why wasnt I informed about the new description that needed to be mentioned in the letter and they inform me to go and complain to the nearest branch about this and I cant select my new pin from any of the branches. I visit 2 more branches and was informed that their system to issue pin number is down and I should visit them tomorrow.
Today Morning I visit the nearest NBK branch to select the pin and the person informs me that as my letter is adressed to the HO branch I have to visit them.
Today Morning at NBK HO....
Me: Hi...I am here to select the pin number as I received the ATM card yesterday and I believe your system was down yesterday so I couldnt select the pin.
NBK: Takes the documents from me and disappears for 5 mins.
*after 5 minutes*
NBK: Sir would you like to come with me...
*he takes me to the same person I ended up with yesterday*
NBK: I informed you yesterday that you need a new letter.
Me: Well I called your customer survice and they asked me to go to your nearest branch and complain about you to a manager there as this letter is good to choose the pin number.
NBK: No its not...
Me: Can I speak to the Manager?
*points me to the direction where the manager sits*
Me: again repeating all what I have said so far to the manager.
NBK: well we have a different format to receive the pin code.
Me: *really pissed at this point* Well why wasnt I informed about this earlier. You think its a joke to go from one place to another and I have informed you that my dad is not around at present and I have to send him the letter every time you ask for new letters.
NBK: well you should call the customer service again and complain about them informing you wrong.
*shocked, disapointed at the bloody bank* I walked out of her office went to the guy he calls a few places to check if there is such letter that exists in the organisation. Finally finds his way to get that letter and gives me the print.
Me: I have a blank paper with my dads signature on it. Can I print this on that and bring it again.
NBK: No you need to send this letter and get it signed.
Me: Thank you...
*I walk out of the bank angry*
I reach my work and ask my secretary to write the text that they have given me on the blank paper where I have my dads signature. Once its done I drive back to the nearest NBK. As the nearest one at that time was in Ardiya which I have never seen I call the F***** up customer service again asking them for the address of their branch location in Ardiya.
Me: Hi.. I am lost in Ardiya looking for your branch here. Can you please tell me which block is it located in?
NBK: Sir, its located on street number 50.
Me: Since when in kuwait we started following street numbers leaving the block address as they are not properly labelled on most of the streets. Can you tell me which block is it in?
NBK: Sir, I dont have that on the system but can you wait I will check it for you...
*after 2 minutes*
NBK: sorry to keep you waiting, We dont have the block address but its located near the central cooperative next to the Hardees Restaurant.
Me: I am telling you that I am lost in the area and how do you think I will find hardees in 12 different blocks when I dont even know the block number.
NBK: Sorry sir but we dont have the address and the one I am telling you is after asking a few collegues that are working with me.
Me: Ok thanks..bye...
I finally get out of the area drive to a neighbouring area branch give them the paper. This time the lady sitting there knew what she had to do and she verified the signature, I selected the signature and was out in less than 5 minutes.
WTF WTF WTF NBK....I am seriously pissed at the poor conditions around here. The banking system, the customer service, the managers its sad to know that no one knows their job. Whats shocking is that they are promoting to go and complain against their own people rather than sorting the problem. I guess its time to open a small bank in our houses rather than facing such people!!!!!