My salary is given by cheque every month. Every service holder knows what timely salary payment means to him/her. The responsible person in the admin section of my office deposited my salary cheque on October 05, 2010 at the Gulshan branch of DBBL. It was expected that the money deposited by cheque would be available in my account by October 08, 2010. It was Thursday, the last working day of the week and I did not get the money. My mobile number was written at the back of the cheque. I started feeling worried because none on behalf of the bank called me in case of any inadvertent mistake on my part or theirs. The Eid-ul-Fitr was observed in the last month and we all know that how much money is spent during Ramadan. So I had little money available in my account. There was no 24 hours hotline to contact with. The only option I was left with is - passing moments worrying till Sunday.
In the morning of the opening day, I went to Gulshan branch of Dutch Bangla Bank Ltd. After a few queries, I managed to meet the person responsible for dealing with deposits, Mr. Aziz. On a first glance, he seemed to be a man of amiable personality but no sooner had I uttered the word 'problem', he immediately directed me to the person in front of him. I was astonished to observe the reaction he showed upon receiving customer's report of inconvenience. His manner was utterly abrupt. The least words a customer strongly expect from an employee with professionalism are - "We are sorry for your inconveniences caused." Nonetheless, it did not matter as long as I got my money by Sunday.
The front-desk guy then started searching a pile of files. He did not bother to show courtesy by asking me to sit in a chair - another proof of lack of professionalism when it comes to dealing with customers. Having finished searching for about five minutes, he then asked another man, probably of the peon category, for help. In the end, he failed. Then he sought help of Mr. Aziz. The latter searched for a while and then found that DBBL put a wrong figure against my cheque, omitting a trailing zero. When he found out, I looked at the page - the printed wrong figure was cut and the correct one was hand-written just beside it. I asked him why nobody from the bank called me because it was delayed due to bank's mistake. He seemed reluctant to answer and remained silent with an irritated look on his face. "You will get your money by tomorrow", said Mr. Aziz while he was putting the file back. In an attempt to make him understand the gravity of my situation, I told him that it was my salary cheque and today was the 10th instant. My attempt fell on deaf ears and he said, "I understand. Don't worry. You'll get the money tomorrow." His words might seem enough, but his hand gesture and body language were nowhere near apologetic, rather irritated! It got me infuriated and I looked straight into his eyes and said bluntly, "I am going to sit there and I will NOT leave this office until the money is available in my account. It's YOUR fault!".
Later Mr. Aziz left his chair and returned after about 15 minutes, made some phone calls and then said to me, "We have sent a messenger to Motijheel. Your money will be deposited to your account after 8 pm. You may leave office now."
At about 7 pm on that day, someone from DBBL called me. The caller seemed to be that front-desk guy, who sits in front of Mr. Aziz. He informed me that the messenger could not reach Motijheel by 12:30 pm due to traffic jam and hence your money could not be deposited today. He promised me that it would be done by tomorrow (Monday). I again explained to him the gravity of the situation and asked him to take care of it.
The clock is ticking against 11:15 pm as I am writing this today - the promised tomorrow! I checked my balance at an ATM booth at about 9:30 pm. Still I did not get the money. What a farce in the name of being a trusted parter! DBBL did not care about informing the customer about the delay beforehand, about saying sorry for not keeping the words even after going to the branch!
Tomorrow I will meet the manager of Gulshan branch, probably taking a day off from my office. I shall keep my readers abreast of the latest developments.