Dear Editor,
Demerara Bank in Diamond is the only bank of the three that are adjacent and in close proximity to the other, and which encashes the monthly NIS pension of the aged.
When this service was commenced by the bank, the pensioners were treated with dignity in that seating accommodation was provided for the pensioner even before they entered the building.
The security would issue numbers to the waiting pensioners so as to avoid confusion as to who came first or last.
The courtesy was extended even in the bank as they were offered seats to rest their tired limbs.
Above all, the pensioner was given priority service until ten o’clock on the designated pension day.
Customers with other business at the bank did not complain as they were told that pensioners were being looked after first.
Then after a number of months of order and discipline, the number was no longer issued to the waiting pensioner. They were told, “You are behind the man with the blue jersey, or red cap.”
Then the chairs disappeared from outside and we now have to endure long periods of waiting. Some would find concrete juttings to sit on, or on the concrete walls that were built to protect the plants that were there.
Then came the relaxation of the priority for pensioners. At first, this was fine because there were about three tellers who were dealing with the pensioners.
I went on the 2nd of October to cash my NIS voucher and there were a few pensioners in front of me. I was informed that I was after the gentleman with the cap, so I went and stood behind him. More pensioners came and the line stretched somewhat. A few marked their spot (that is, they knew who they were behind) and sought a place to sit. I did the same. I sat next to another old gentleman who said that he had to sit as he had knee pains and could not stand for long.
Then the security allowed three of us to enter as there were vacant seats. The pensioners were seated but had to play musical chair as we progressed towards the lone teller who was dealing with the pensioners. Other tellers were dealing with other customers who were members of a long twisted line.
When my turn came, the teller asked that I wait in another seat, she then stopped dealing with the pensioners and was addressing another matter, as was instructed by her supervisor.
The waiting for her to recommence was inexcusable. The pension movement was stalled, people started to grumble, sucking their teeth, fidgeting in their seats. One man said, “We gon finish hay by five this afternoon.”
Even a few people with other business at the bank had to request seeing the supervisor. After a short time they were attended to.
Even the security was perturbed at the wanton disregard by the bank to the pensioners. He went and expressed this concern to the supervisor.
Shortly after that ,the pensioners were dealt with.
It is of great concern that Demerara Bank is showing signs of incompetence. The management needs to focus ,not only on the workers, but on the customers. The customers must not have cause to complain, the staff must be more vigilant and diligent.
Too much time is taken in serving a single customer. Systems must be upgraded and supervisors must plan how to please customers. This can be done by simple planning as was done as is mentioned earlier in this letter.
Even though there may be internal problems like inexperienced staff and staff shortages, the customers should not be the ones to suffer.
It is hoped that the present situation be remedied.
Yours faithfully,
(Name and address supplied)
