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GBTI Customer Service deplorable, stinks

Jul 30, 2023 Letters

Dear Editor,

It is becoming a bit of a concern that at several branches of commercial banks in Guyana customers encounter uncaring, and unpleasant front-line staff who seem to lack the requisite inter-personal communication skills.

On Tuesday 25th July, 2023, I went to the Diamond Branch of Guyana Bank for Trade and Industry (GBTI) to enquire about my Visa Travel Card.

I was told by one counter staff that I have to join a line and she pointed me to the last seat in a line of about four chairs. I said I’m only making an enquiry about my card; and in a rather matter of fact manner void of any empathy insisted that I sit and wait. The attitude seemed to suggest that I either sit and wait or leave. I sat and waited and after 45 minutes, I left the bank more so because my Legal Clerk called to say I have clients awaiting my arrival.

After dealing with my clients, I went to the Regent Street Branch and waited there for two hours, at least I did not have clients waiting for me so I wasted the time in the bank. Eventually, after pleading for help, I was told that my Visa card was ready and available at the Diamond Branch.

The following day, Wednesday 26th July, 2023, I returned to the Diamond Branch and like the day before was made to wait in the chair for more than one hour. All this time, there were three persons in chairs ahead of me and one at the counter. Eventually, I asked to speak with a supervisor, and I kid you not, in less than three minutes my card was brought to me and I signed a ledger as receiving the same. Had I not called for a supervisor, I would have had to wait more than two hours for a three-minute transaction.

This is grossly unsatisfactory. I have been in Public Relations before becoming an Attorney-at-Law and I can say without equivocation that this is very bad service and I am registering my complaint with the hope that there will be improvement.

We deserve better than this. The computers and other electronic devices seem to be state of the art but customer relations, customer treatment and respect for people’s time seem to be in the sewer.

Leslie A. Sobers

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