Terrible Service Quality of Standard Chartered Bank, Bangladesh
Let me share my experience with you.
It's a payroll account, opened (officially opened, documents submitted earlier) on April 20th, 2011. Account title Abu Kahab Mohammad Nahid Hossain. An email from them contains with my account information also said "Your debit card, cheque book and TIN(Telephone Identification Number) shall be sent to your mailing address within 06 working days of account opening date."
I have received the TIN number within 26th, but not the debit card and check book. On 27th I contacted with their call center. They said the packet(contains debit card and check book) has dispatched for my address on 24th. It would take maximum 5 days to reach at my address. On May 3, I again contacted with them. This time they said the packet has been returned back to them because of incomplete address. I asked them how it can be, if the address is wrong then how the TIN(Telephone Identification Number) has reached ? The guy had no answer. Then he told me that he re-queue the parcel for sending to my address.
On Sunday, May 8 2011, I received a call from them that, because of incomplete address the parcel has returned and I have to collect it from their branch, and ask which branch they should send it. I told to send it at their Dhanmondi 5 Branch. They told me to collect it on next Wednesday which is May 11th, 2011.
On May 11th I went to the Dhanmondi 5 branch, but they found no parcel for me. They contact with the call center. The call center says their system(software) shows it has already been received by Dhanmondi 5 Branch. They searched it again. But no result. They employee on Dhanmondi 5 Branch told me to contact with her on next day.
I contacted and found no result. Then I contact with the call center again, they said me that they are filing a complaint about it. On that evening I got an email from them contains the reference number of the complaint which is 0345/05/11/011585/C01 dated 2011-05-12.
On Saturday, May 14th I got a call from them that the parcel is now at Dhanmondi 2 Branch and I can collect it from there on next Sunday.
Today Sunday, May 15, 2011 I went to Dhanmondi 2 Branch, but they found no parcel. And again asked to contact with the call center. The call center girl told me that they need some more time to observe the situation.
The behavior of their office staffs are very good, something like it is not a big problem. Solution will be made within few hours but alas! Nothing happed within couple of weeks. And now I’m thinking of couple of months, may be years.
What a service!!!!............Their tagline should be: Standard Chartered Bank -Your Annoying Partner. World Class low quality service.
You should remember that it is payroll account, so service should be in first priority but it seems the procedures are in first priority whether it makes a good result or not.
Update: On the very next day 16th May at 10AM, I got a call from their Head Office at Gulshan that if my problem is solved mentioning this blog. I replied negative. Within 2 hours around 12PM they called me back, saying it was a serious miscommunication and to collect my account package from Dhanmondi 5 Branch. I went there and collected it.
My question is that if they can do a work within 2 hours then why they fooling me around a month!??