Kina Bank Vision City: The Fastest Banking Service is now the Slowest after 2 years?

Opening

Hello, I am writing this again regarding Kina Bank Vision City, Port Moresby, Papua New Guinea.

Perhaps some ask me, "Why I am spending time and energy writing these all regarding Kina Bank?"

Well, the simple answer is that I have my Kina Bank Account here, in this office. Secondly, because I want Kina Bank to become the best bank in Papua New Guinea.

I have my accounts in other banks, but I prefer Kina Bank to improve, because Kina Bank has good business foundations that require improvements. If I talk about other banks, it will be complicated because they business foundations and ethos are totally different.

The Experience I had 0n December 20th, 2023: 3 Hours Waiting, 10 Minutes Solved At Personal Banker 2 Counter

Yesterday, as I reported previously, I came to Kina Bank at 9:00AM and I was among those first customers entered and waited for 4 hours. This day, I came at 13:30 PM, because I thought it will be faster to just submit the filled out form.

I have done what I should do, that is, I downloaded the "Periodical Payment/Direct Debit/Standing Order", printed it, and took it to the bank. I waited for 3 hours. The came to the service desk, i.e., Personal Banker 2 counter after the front age of the bank was closed, because there was no more customers allowed entry. The teller counters were all closed, all money at each counter were counted and closed. Only customer service section was open, and sadly, out of three available desk, only two were operationg. And out of the two, only one knew what he was doing, the other one kept going in and out to her manager, asking for guidance.

And this second counter is the one I came to.

After waiting 3 hours, and it was my turn to go to the counter. I submitted my printed form, and a piece of my copied NID.

She looked at the papers, then went into her manager again, and she came out some minutes later. She entered my data into the computer, for about 5 minutes, and then told me, "Sir, it is finished!"

Then I asked, "Can I go now?" She nodded, "Yes!" so off I went out from the bank.

Final Comments

So, based on the above story, "Am I not Right to say that Kina Bank Vision City has become slowest of all in customers services after 2 years?" I am counting "2 years" since I wrote my first article praising Kina Bank Vision City for fastest banking centre.

I want to comment on two major areas. First is that there should be three different sections of Customer Service Desk, not just one.

As I have proposed in my previous note,  It is important for me to note again that there should be One Section specifically just for "General Queries", and this is the place where bankers answers direct questions and direct customers to the right customer services desk. This is also the place where customers who want to (1) collect their visa card and (2) fix their PIN for visa/ KinaKard come and ask for assistance. This person can be a security personnel, trained to do this job.

The second section is for quick services such as organising Standing Orders as I did, or asking for SMS/ Online Banking services.

The third one is for Opening New bank Account, requested New Card, and other complicated problems that require longer than 30 minutes solution.

Above all, I want to suggest to reduce chairs inside the room, so that customers do not sit and wait for so long inside. Let the customers wait outside, and make it so that when they come into the room, they just need less than one hour to queue. It is punishing act when you allow customers waiting for 4 hours sitting inside the building.

To do next

My first request is for all Kina Bank Vision City Customers to voice this request I am proposing here to the bank, if the bank has not yet read my note here.

Further:

1. I invite all Kina Bank Customers to download and print this "Periodical Payment/Direct Debit/Standing Order" here.
2. Download and Print Form to Open Personal Bank Account here
3. If you want to apply for Visa Debit, Card, then Please Download this Visa Card Application Form here
4. What I will discuss in the next note is "Kina WhatsApp Banking" Stay Tuned.

Kina Bank Vision City: Print Your NID Outside and Come Back told the Customer Service Person to me

Opening Note

I have been writing sometime so far, how good Kina Bank is, in regard to customers services. Particularly Kina Bank Vision City has been my favourite branck and I have been suggesting customers to go there.

However, what happened today saddened me, and made me question, "What is really happening with Kina Bank?"

I have more political and moral answers to this, but the following explanation explains how these are demonstrated though banking practice here at Vision City. I hope those who do businesses with heart, will understand what I am talking about, and will take necessary steps to fix it

What I did today

Today I went to Kina Bank Vision City to organise my Standing Orders from my incoming accounts and send to my expenses account. I have three savings account. One for incoming, the other two for expenses. And I want the incoming account to automatically debit the account to send to two other accounts so that I can limit my expenses, and also because the monthly transfer will happen exceeding my monthly transfer limited provided by Kina Bank 

I cannot request for increase the transfer limit, so I thought I must go and ask for standing orders, as I previously knew doing so when banking system was not online as it is today.

What I found out is the following:

1. I queued up for 4 hours before actually talking to the customer service person;
2. I waited for almost 1 hour for organising my "standing order". My gut feeling was that I will finalize the thing within 30 minutes. In fact, after 1 hour I was told to go out and print my own ID Card as the bank could not print my NID.
3. I went downstairs but in fact so many others were already lining up, I should wait another one hour maybe more than that. I decided to go to my rented house and print it at my office. and I did.
4. I went back to Kina Bank and submitted my photocopied NID. 
5. The customer service person told me, "there is no more form to fill out for another account", the printer is not working, It means the Standing Order Application Form is not available in print, but it should be printed once required. (I totally agree with this policy as I don't like banks printing so many papers and waste them) However, the problem was that Kina Bank could not print one form for me to fill out. I told the person serving the customers that i will come back tomorrow.
6. This form "http://nationalfinance.com.pg/PDFs/PNG/Kina-Bank-Standing-Order.pdf, I am printing it now because Kina Bank cannot print it. out today. I am filling it out, then will submit it tomorrow.

I have some revelations based on these events as I explained above:

1. I have wasted my 6 hours just to deal with something that should normally be done within 1-2 hours, or even less.
2. I have wasted 6 hours, but unfortunately I have not yet completed the "Standing Order" business. I should go back tomorrow (20 October 2023) I will write tomorrow, how long will I queue and what will happen as a result.

Final Comments

Hi Kina Bank, what is happening with you? Or how are you today?

You start scrolling after just walking a few years ago.

How long will you be in this condition?

In addition to above incidents, I want to notify to the public some important points to notice:

1. I propose Kina Bank to Divide Customer Services into three sections. Section One: only for opening bank account or dealing with account problems as well general enquiries. Section Two: particularly to pick-up Visa Card/ KinaKard. Just for collection desk. Section Three: dedicated for account management services, such as organising Standing Orders, opening Online or SMS banking, etc. Two persons at Section One, and one each for sections two and three will end the problem I faced today. I believe many other customers experienced the same or similar cases.
2. I propose Kina Bank Vision City to train the personnel to learn speed up the services. My early impression was that Kina Bank Vision City was almost like bank services in Hong Kong and Singapore. But right now it is turning into services just the same as Bank South Pacific. It is a pity to say this, but I have to be honest about the truth.

I pray that God will help banks in Papua New Guinea to deliver services to locals in particular, the best, modern and robust facilities available, with diligence and speed.

To do next

• I invite all Kina Bank Customers to download and print this "Standing Order From" here.
• Donwload and Print Form to Open Personal Bank Account here

Glorious days of Koki Market 1958

Glorious days of Koki Market looks beautiful and peaceful environment! And surrounded by coconut trees Koki areas! 💖🇵🇬📌

Bystanders at Koki Market, 1958.

Photo Dorothy Wickham, Ballarat Heritage Collection.

Pic: Peter Russell Kranz. 📌

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