This letter is long overdue:
I feel I have so much to write to you and I wonder how I'll fit it all in one letter. What has finally prompted me to write was my experience last week when I needed to cash a dollar cheque. I went into the Oxford Street branch and went to the foreign transactions counter. There, I met a sign that said foreign transactions will be handled upstairs. I went upstairs and waited in line for a few minutes. When it got to my turn, the usual foreign transaction lady shook her head and said "our system is down, oh". Since I had been waiting, I assumed it had just gone down and asked how long I'd have to wait. I was informed it had been down all morning (this was at 11:30) and she hadn't been able to handle any transactions. So why had I been made to wait. In fact, why had I been made to walk up the stairs in the first place???
In the end I had to drive to the Head Office branch at Ridge (as usual) to get the cheque cashed. Then on Saturday, I needed to cash a cedi cheque. Thinking I was being smart, I drove straight to Ridge which of course was closed. Drove back to Oxford Street and stood in a line of approximately 9 people. When the person who was two ahead of me was about to be served, a man came out of the blue and jumped in front and got served before her. Admittedly, she could have said something, but so could your staff member who agreed to serve the rude man. (At my own bank, HFC, the staff will always inform queue jumpers of where the queue actually starts).
By the time I was being attended to, I had waited 37 minutes. Do you consider that a reasonable waiting period? (to be honest, I was impressed as I have waited even longer in the past). This week, my husband was informed that the Letters of Credit he went to establish last week had not been processed, for no reason whatsoever. These L/Cs are based on his own money, not from any credit from your bank. Do you realise the consequences this has on business when we inform our international suppliers that we've established L/Cs only to find out a week later that it has not been done? Or how unprofessional your bank is perceived when transactions are not put through without any reason given?
I have long considered opening an account with Ecobank, but time and time again your bank and staff remind me of why I should not. The migration on to a new system sometime in the third quarter of last year took approximately two months instead of the one week we were told, and it seems to still be causing problems as the "system is down" at least every other time I visit your bank. I still need to find a bank as my current one is lacking in so many ways and I need a bank that will give me a VISA card, provide me with cash points (ATMs for you American bred folks) and internet banking, but it seems I'll have to consider Standard Chartered instead.
Don't get me wrong, you're not the worst bank in town, HFC is no better, but at least when I wait for twenty minutes in a queue there, I am greeted by a smile and a "sorry for keeping you waiting", which I have never heard uttered in any of your banks. I hope you take this letter seriously and use my complaints to improve your services. Why not aim to introduce first class banking services to customers in Ghana, instead of adding to the general frustrations we already face in everyday life.
A former potential customer.
What do you think, should I send it?