Outsource employees at banks
I filled out the account application form at SCB on 21st May, 2008. I was not aware that I was being dealt with an outsource employee of their bank. The outsource employees are not liable to provide satisfaction to Standard Chartered Bank branches. They’re free to delay, argue or deal potential clients in an irresponsible way.
My account hasn’t been opened uptill now due to that outsource guy which I cannot name. He kept delaying sending my application back to the HQ for execution (laziness?), giving false satisfaction to me that the account will be opened next day. He even lied to me few times that the bank account is now active and I can collect my cheque book from the bank. On visiting the bank, I found my account inactive. When I called him he told me that HQ closed the account due to some problem found on the account application form. (They block the account, they don’t close, huh?)
I emailed my complaint to head of the complain management unit, human resource and local executive (I think he’s the district manager). Today, when I went to bank to collect my initial deposit cheques because I wanted to close my account, I met with the Branch Manager.
The branch manager listened to me carefully. He demaned the outsource employee to come and visit the branch immediatly, he never came. The branch manager apologized, checked the application and found it to be full of errors which was the cause of delay (The outsource employee didn’t knew how to fill the account application form). The branch manager took new forms and filled them. He ensured that the account will opened by next day or day after the next day. He told me that he was not aware of the issue because of their irresponsible employees. During the visit, the manager had just received my complain from their head which really helped to build more respect within the bank. I was sincerely asked by the manager to withdraw my complaint against the branch since it was an issue of the outsource employee who shouldn’t deal with account applications within the branch.
Between, the branch manager took action against the irresponsible outsource employee. No outsource employee can enter in their branch without permission which means that they’re fired from the branch. It seems the branch manager has powers to do that.
Let’s wait and see where it goes. =)
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Well its good that you finally got some good customer service at the branch. Hopefully it will work out for you.