Sat | Dec 16, 2017

NCB online banking — seriously customer unfriendly+

Published:Thursday | November 2, 2017 | 12:00 AM

THE EDITOR, Sir:

I have been trying to access my NCB account online for days now, without success. I called the customer service toll-free number on numerous occasions before someone answered who was impatient, and spoke with an attitude. Still, none of my issues were resolved.

Upon realising that I was not getting anywhere on the telephone, I decided to go to an NCB branch nearest to me.

The customer service Representative (CSR) took up the telephone, turned her computer monitor and keyboard towards me and handed me her mouse. For a moment I was puzzled, until she handed me the telephone and said I should speak to the CSR from the same toll-free number!

 

Centralised department

 

I asked her how this could be. She explained that the IT department is centralised so everyone goes through the same process. Basically, I had left my house for nothing at all! I was informed to call back at a later date.

Later, I made several attempts to log in, but was unsuccessful and even got locked out from accessing the system altogether. I then called the toll-free number, and when I was finally transferred to the Internet banking department, the CSR informed me that the department that handles locked IDs had left for the evening because they only work from 7 a.m. to 7 p.m.!

 

Bills are overdue

 

My bills are overdue and I got a massive headache from the stress of my unresolved transaction with NCB.

NCB, truth be told, I am extremely disappointed and frustrated with this issue, and how you have allowed this to continue in the face of numerous complaints from your 'valued' customers. I realise that others too have been experiencing your poor IT support services, and have resorted to either closing their NCB accounts or simply choosing the competition. I refuse to believe that NCB will continue to serve their customers mediocre services and then ask us to "put our best lives forward". Surely, you can do much better than this.

The Customer

Service Advocate