Tuesday, December 19, 2023

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

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