BB spots anomalies in bank services
A Bangladesh Bank investigation into the service quality of commercial banks has revealed irregularities.
The report will be placed at a meeting today, where the central bank will discuss customer service standards with the top executives of commercial banks.
Shortages of staff in commercial banks cause a delay in the processing of cheques and cash transactions, according to the report.
The investigation found that long queues are formed inside the bank premises due to a low number of counters, in contrast to the number of clients.
Customers have to wait for long periods of time to deposit or withdraw money. The counters also do not carry any sign that would inform clients about if it was a depositing or withdrawing counter, the report said.
The banks dillydally when it comes to exchanging torn notes. They hesitate to exchange and advise customers to exchange the notes from Bangladesh Bank, it said.
The banks do not also display posters, leaflets or notices regarding the terms of handling torn notes, provided by the central bank, in visible places inside the banks.
The banks also express reluctance to give changes against banknotes.
The report showed the banks hand over bundles of money that contain flyleaf of another bank to clients.
It said the banks also refuse to encash prize bonds and when clients wish to purchase them, the banks turn them back saying that they hold none in stock.
The banks have not set up any box to receive complaints from customers, according to the report.
It also said the banks do not sell savings instruments to customers unless they hold an account in the same bank.
The banks are reluctant to issue DD or PO or TT in small amounts and to customers who have no account in the bank, the report said.
Despite written applications, the banks do not issue DD in US dollars to FC account holders without seeing any specific reason, it said.
The banks also showed reluctance in providing account-opening forms to interested individuals without an 'introducer', even though the interested individuals have demonstrated copies of their ID cards or copies of paid utility bills, the report added.
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