A client dies in Barclays Bank due to poor customer service |By Viola G Apondi
I was stripped off my wallet on Friday from commercial bus station as I waited to board A marathon on November 4th.In my particular that were there, were my visa cards, ID and many more.One of the ATM cards there was my mum’s Barclays transactional ATM card that I have transacted with for the last one year.Why??????
My mum suffered a severe stroke since November 29th 2015,I have operated the same account for last 1-year I buy her medical treatment and to see into her well being.
So on Monday 7th November 2016 I decide I’ll go to work a bit late, reason being I needed a replacement of mum’s card.So I urged her we need to make a visit to Bbk Ongata Rongai brunch.She was reluctant she said she was tired but having worked for bbk myself for 5 years I knew they wouldn’t accept to replace me a new ATM without them seeing mum.
I called my driver and it was a big hassle for mum to even to get to the car.We managed we went to bbk Ongata Rongai branch. I left my mum in the car and proceeded to the enquiry.The CTL manager was there I explained to her my situation.But she told me to get my mum to the banking hall counter.I was reluctant I tried further but my plea fell on deaf ears. I went back to the car and told the driver to drive off.I explained to mum I couldn’t access her ATM.
She said the little strength she had left she would try and walk to the banking hall.
I said no to myself Let me try again I went back to CTl manager she saw me again and got irritated and said
“Madam Nini Mbaya? Si tumeongea? Kwani Umetoa mama yako aje kwa nyumba ? Vile Umetoka Ndiyo umlete apa ”
I was shocked I became hysterical I started crying my frustration out………..By this time mum was already struggling to walk to the bank we took one hour from the parking lot to the banking hall.
We get there, mum has been now carried by the guards and cleaners, she is tired she is sweating she asks for a seat.Am overwhelmed am crying I hate to see her in pain and struggle.A gentle man comes to the inquiry and tells me I need to make mum come to the counter and fill in her pin.I tell him no can’t you see she is tired! Am now shouting……everybody at the banking hall goes on a stand still………out of embarrassment the cashier tells me to key in the pin I do Soo…..
To cut the long story shot…….I lost my mum 40min later…….. She dint make it back home She died on her way back in the car…..I have cried I have wailed but I have spoken.
May her soul rest in Peace.
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