Dear Editor,
The Republic Bank, Guyana Ltd has been running an advertisement in newspapers advising its Debit Card holders to have their cards upgraded to a new “Chip and PIN Visa Debit Card” that would carry enhanced security features. Apart from the normal hours during the week, the Bank would be offering the change-of-card service on Saturdays from 9.00 am – 1.30 pm.
Last Saturday (November 2), I turned up at the Camp Street branch at 8.15 am, and on arrival there were at least 100 people in the queue. I was then advised by someone in the queue to collect a number from a security personnel who was standing at the northern side of the building (next to Robb Street). My number was F79. The numbering procedure was that a letter prefixes a number that runs from 1-99, and on this day, the letters were E & F. It means that numbers were issued to 198 persons (E 1-99 and F 1-99).
The door to the Bank was opened at 9.00 am, and the security personnel admitted persons on calling the letter followed by the number, starting from E1. On entering the Bank, there were limited chairs to accommodate all that were admitted, among whom were elders, pregnant and mothers with toddlers. There was no provision for these categories of persons for expedited service. The displayed sign showed numbers only, and only after several enquiries were people told that the series with E were being attended to, that is E1 – E 99. Those with F had to wait until the E series were completed.
There were 6 booths attended by 6 tellers, and it took approximately 12 minutes to process a card. I quickly realized that at this processing time, majority of those persons with the F series would not be attended to when the 1.30 pm cut off time reaches. A simple calculation would show that with a processing time of 12 minutes per card and an operating time of 4½ hours (9.00 am to 1.30pm) and with 6 booths, only 135 cards could be processed. By admitting 198 persons, 63 persons would not have their cards processed at 1.30 pm. Having realized that my number F79 cannot be processed before 1.30 pm, I left the Bank.
Editor, the Bank having gone through this process for several weeks that preceded November 2, in the interest of alleviating the frustration, long waiting time and inconvenience to its customers should have at least double the number of booths that are assigned to this exercise, and rather than starting at 9.00 should start at 8.00 am.
Sincerely,
(Name and Address Provided)
