Poor quality
services coupled with unconducive environment make banking at Ecobank a
nightmare. It is all tales of
dissatisfaction with the quality of service and customer care rendered to the
teeming number of customers pouring into Eco Bank Plc.
At Ikotun
Branch of the Pan African Bank Friday, January 12, 2013 the queue was an endless
one as customers waited for their turn to make cash deposits. Meanwhile, the bulk deposit room was left with
only one cashier as against five cashiers designated for the section.
This
situation resulted in many customers becoming irritable, impatient and
unfriendly with fellow customers. It was
not long before an elderly woman in her later fifties pounced on a younger
woman and
gave her the embarrassment of her life pulling her dress and almost
stripped her.
The young
woman said “When I came here I pleaded and said ‘please let me go and pay; I am
a nursing mother’ and these people made a chance for me. Suddenly, someone started pulling my dress
from behind; so what did I do wrong’, she asked.
Another
issue customers had to contend with was non-issuance of ATM cards after several
appointments with the bank. The rowdy
and crowded banking hall was thrown into another round of pandemonium as a
customer threatened a showdown with the client services officer for not giving
her the ATM card after several promises made to her for collection.
According to
the young lady who claimed to be a student of the University of Uyo, she had
been coming since last week to pick up her new ATM card as the former had
expired and each time, she was asked to come back. “I was here on Monday, Wednesday and today,
Friday and he is telling me I have to come again next Wednesday. For God’s sake how long will I continue to
come here before I collect my ATM.”
The agitated
and visibly angry customer explained that she was supposed to have gone back to
school at Uyo but was delayed because she needed to collect her ATM card which
she would be using while at school.
One of the
officers of the bank who claimed to be responsible for making requisition for
new cards from the head office, said “We don’t have any cards in this branch as
I speak; I have requested but I am yet to receive them. You just have to be patient and bear with us
because since he doesn’t have it no matter what you do now you cannot have it”.
In the midst
of the ensuing rowdy session, customers observed that everything about Ecobank
services was stressful noting that the big branch in a two-storey building does
not have functional Air conditioners in the banking hall to provide a conducive
environment for customers.
“You can imagine their ACs are not working;
they left the windows open, this is more like a local market; a customer
lamented.
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