Today I came to the bank's branch at 33 Byubyusara Beishenalieva Street in order to update the registration address and get a fresh bank statement to provide to the embassy and a foreign organization.
Electronic queue ticket No. 614 dated 7/29/2023 at 13:34.
An employee of the bank, Aida Zhekshenbekova, made changes to my data. During the filling out of the questionnaire, she asked for my residence address in Russia.
After that, she printed out a bank statement for me, where the Russian address was indicated instead of the registration address in Bishkek.
After I pointed out that this should not be the case, and that I needed an extract to provide it to a foreign organization, Aida told me that she had done everything right, began to bicker and be rude, said that I should change the bank to another one. She said it loud and clear, and about 10 other customers who were in the room heard it too.
After that, I left the building, called the bank's call center, where I was told that the statement should contain my local address in Bishkek, not the Russian address.
After that, I returned to the bank and asked to call the head of the branch. A woman came (I did not specify her name).
While I was explaining the situation to the head, Aida, along with the head, repeatedly tried to prove to me that everything was done correctly and that the Russian address should be printed on the statement. I believe that this should not be the case, since I live in Kyrgyzstan, and the addresses of another country should not appear in the documents at all. The documents I receive from other banks point to my address in Bishkek, not in Russia.
During the conversation with Aida and her supervisor, I insisted that an error had occurred and that it was necessary to correct the document or my card in the system to display the correct address in the statement, in response to which, in the presence of her supervisor, Aida suggested that I close the account at Demir Bank and look for another bank. The head did not react to this, and even seemed to nod. When I asked the head of the department if it was normal for an employee to suggest that I close the account so that I would fall behind, she replied, "We can do this." To the question "What will the management of the central branch of the bank think about this?" I got the answer, "he won't think anything."
I still persuaded them to sort out the issue, after which they did something on their computers, and as a result they informed me that on Monday I would be able to get a bank statement indicating my registration address in Bishkek, instead of the Russian address.
Question to the bank's support service:
Why do your employees not know how to enter data correctly into the customer's card?
Why do they allow themselves to be rude?
Why does Aida's employee offer me to close my bank account twice, even in the presence of the head, and does not bear any responsibility for this?
Why is the head of the department not interested in improving customer service? Why does she allow employees to be rude to the client and offer to close the account twice after the employee failed to complete an elementary task?
There are noticeable queues on Saturday, there are almost none on a weekday. The staff were ready to help, worked quickly, explained clearly, but one of them was not aware that Elkart could be opened not only to civil servants, but also to ordinary people, including those with Russian citizenship