Dear Editor,
I have been doing loan repayments with NBS for a number of years and I hadn’t any cause to complain of the service by the staff members. However, having paid for the month of February, I was sent upstairs to retrieve my pass book which they had kept at January month end when I did my payment for that month.
However, in reaching the second floor there were already a number of people there doing different transactions. The seating accommodation is inadequate as a number of people were standing in the small waiting area. All the seats were occupied. One staff member was seated at the end of the counter collecting the requests of the various customers/clients which I presume were passed on to staff members at the back.
My contention is that I, along with others, were there to uplift a pass book which they had almost a month to update. One gentleman was venting his frustration after he had waited almost an hour. I waited for half an hour and requested my document that I presented in order to uplift my pass book. I had other business to attend to and I had already spent thirty minutes waiting unsuccessfully for a five-minute transaction to be done.
It is not my intention to advise on how to run NBS, but couldn’t different transactions be expedited by another staff member? The issuing of pass books, which I assume were already updated, should be dispatched with some speed. Customers have things to do too, rather than waste time waiting on a simple transaction.
One explanation to a customer was that there were others before him. Yes, but the others had lengthy transactions. Get someone to deal with the simple transactions so that all will be satisfied.
I do hope that there is a remedy for the present situation.
Yours faithfully,
(Name and address provided)
