A Customer’s Ordeal at JK Bank, Magam


Wastage of Customer Time:

On Tuesday, 20 October 2015, when I visited the bank in order to change the name of my CD Account. I was made to run from one counter to the next. It took me almost 7 minutes and finally I decided to meet the Manager.  How nice it would have been, if the Bank had sign boards with designations: Manager, Customer Care, Account Opening, Cash Counter etc. which could save the customers’ time.

Further necessary updated information should have been provided through customer care cell, wall hangings inside the bank, notice board etc. But unfortunately, there’s no counter even where you could find withdrawal forms/cash deposit slips etc. I was asked to go to the store myself and bring the form.

2. Misbehaviour and Misleading with Customers

Most of the employees at the Bank don’t behave with the clients/customers in a positive way. The customers are, at higher levels, called as “the assets of the bank”; but here I always feel disinterested, when I see the rude behaviour of employees with the customers.

On Tuesday, 20 October 2015, when I finally found the Manager’s Chamber at around 11:07 am in order to change the name of my already existing Current Account (CADD Point Magam) into CADD Point Services.

The Manager said that the account name cannot be changed. Obviously, my question was “Why?”

He said, “We don’t have any proof that you are really changing the name of the Venture”. I asked what proof I should bring; and I can bring any proof including Pan Card, Electricity Bill, Telephone Bill, ISO 9001:2008 Certification, Municipality Licence, DIC MSME II Regsitration, Newspaper cutting, Affadavit etc.

Moreover, I personally was a proof for that. But unfortunately, he said, “that is a long procedure, and you just open a new Account”. I wondered, how a manager could say like this, when I am having all the necessary documents with me. He should have rather helped me instead of discouraging. Now I decided to open a new Current Account in the name of CADD Point Services being my urgency and busy schedule.

The Manager told me to contact the Account Opening staffer. Now I wasted a few more minutes in searching the place of opening account.

“Since morning I have been in an upset mood, the reason being that I don’t know what to do here”, said a lady employee.

 3. Poor Services

The mission statement of the J&K Bank claims to provide the people of J&K international quality financial service and solutions. However I don’t see here this as well. The services, I can say, are poor in quality. If the Bank boasts off being a Private sector institution, then why they don’t provide better quality services to its customers like other privatised banks. The employees here feel like government employees.

While being at the account opening desk, the concerned staffer asked me to show the originals of the documents and I showed additional documents as well like ISO 9001:2008 Certification of my business unit. It took her about 40 minutes to cross check the details of the documents.

Is this not a bad service? Then after wasting my time she said your ISO certificate does not show you are the owner of the venture CADD Point Services. I said this is not the required. She insisted it must have your name”. I asked, how many CD Account holders in your bank are ISO Certified and what the number of total CD Account Holders is. She went to the Manager’s Cabin and wasted more of my time. After 15 minutes she came back at 3:35 PM and was asked to come tomorrow and you will be issued an account number.

 4. Charges by the J&K Bank

For closing the account, the bank deducted Rs 100 as Cheque Book Charges and Rs 609.74 as Incidental Charges. When I got the message on my mobile, I sent my fellow to the bank and he was told the same. He asked them to give a written statement that while closing the account such a huge amount is deducted. But they denied. They should not deduct more than Rs 150 for the closure of my CD Account if I am closing the account within one year after the opening date of my account.

Er. Irfan Ali Banka

Magam, Kashmir


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