Central Bank Of India — irresponsible misbehaviour by bank manager

Address:

380015

This is to bring to your notice a encounter that i had with branch manager of
Central bank of india satellite branch ahmedabad. Mr. Rajesh gupta (As shared name by one of employee) as detailed below

My father is of 78 years and due to a major accident in past has been acknowledged 30%handicap by court doc. He is a central govt. Pensioner and a customer in specific satellite branch as his main pension depositing branch.

My father opted this specific branch as his pension branch as at that time (In 1999) it was very close to our residence and on ground floor. Post since 2004 the branch has shifted to a complex which is on 1st floor and has non functional lift for now from past five year... Irrespective many complaint no action taken by branch to correct same.. (Actually branch staff itself breaks the call switch on bank floor every time repaired such that they get least sr. Citizen customer visits... As it's very hard to climb the stairs which too are half broken).

Today i had to take my father to branch for. Clarification regarding his withheld arrears of 7th pay commision which were already dispersed to rest pensioners in other banks but not released till date for central bank pensioners irrespective of fact that in september 2017 itself pension dept had issued notification for same for all central govt. Pensioner... (Copy of notification attached.) also clear communication that same shall get credited without any reminder or process by pensioner.

My father already had big apprehension for meeting the branch manager as in past also he was mis behaving not only with my father but as customer in general to all. Especially pensioners... Let me say that this branch is mainly a pensioner depositer branch only. But as i was accompanying him he agreed to meet and resolve his issue.

To my disbelief the branch manager in cabin was most ill behaved and ruthless, who was in his cabin busy with computer and did not give a single acknowledgement to a 78 years old person who could rarely walk and has come all the way up on his floor at his door step. On multiple times when my father passed for help in matter he without raising his head from computer said please go no 4th counter and speak to lady as he was busy. And only she could help.

On my personal interruption and reminding him the rbi guidelines that they should give doorstep service to my father he gave a clear lame excuse saying we have too many pensioner and can not service this way.
He said it's ok for you to go and complaint to any body as we can not go to request each and every body. (Hear every body is 30% handicapped, 78 year old and pension account holder of same branch and also a person holding multiple lacs balance in savings account.)

When i made my protest to same he asked his staff to check if he can help in the matter else it's ok.

I sincerely feel that this is too much for to accept as from a bank manager a i wish without prejudice the manager should be dictated to visit back my father place and seek a written apology for the disrespect that he had shown to my father... I am sincerely hurt and feel helpless as a son of central govt. Regd. Official who deserves to be respected as he has served the govt for good time and has earned it.

This is second time that a help less retired personal is misbehaved as in past also at time of 6th pay commision also he hd to pass though same difficulty to get his arrears and corrections in place as the local staff always claim that they can not help in any form.

At last i expect below mentioned correction at branch as this can be least expected.

Branch has responsibility towards ensuring a path for its senior and handicapped sitizens and customers... Lift should be operational. And should have dedicated staff (Security, peon) to assist and such people on gr. Floor and drop back once work is done.

The bank should ensure their phones are operational (The manager says if you want us to come write a mail as "phone koi nahi uttaega".- he denied to share his own mobile number or of his staff and fact is no body responds on branch phone number or is kept off the hook always. Expecting a 78 year old person to write mail is a joke).

The branch manager to be made accountable for customers delight and not work like accountant... If he has loads of work... He should work over office hours to get his paper work in place but spend all customer interaction hour in customer service rather that than deep inside computer with even greeting a customer...
.
Last but not least again expect a formal apology on same by directly bank manager in shortest time available... Shall not attach any vedio of our interaction as i sincerely belive that bank must be having their own cctv footage for verifications of facts given by me
... If not it's a big mistake at senior management level too.

I do have a clear footage of same which i shall share only if found no disciplinary action post this mail too.

Regards