Punjab National Bank [PNB] — rude, irresponsible & insulting behaviour of pnb staff, vasco da gama branch, punjab national bank

Address:

South Goa, Goa, 403802

We are a real estate firm having a long-standing relationship with punjab national bank. While applying for final electricity connection for a project of ours having 25 flats, we were asked by the electricity department to furnish 25 demand drafts. The 25 dd's were handed over to us. However, the electricity dept. Informed us that the amounts intimated to us for 20 dds were erroneous & asked for the dds to be cancelled and corrected.

When mrs. Poonam, a notoriously cantankerous & ill-mannered lady staff, was informed of our request, she rudely stated "yeh kya natak laga rakha hai!", "ek baar theek se nahi bata sakte?!", when the problem was explained to her, she replied "woh sab hamara problem nahi hai!". She resentfully gave us 11 corrected dd's at the end of the day.

The next day being a thursday, she was approached in the morning to prepare the 9 remaining dds. She was rude and incredibly acerbic to my staff yet again & asked him to collect the dds at 4pm. At 4 pm, i (Partner) went personally to the branch, i did not speak to ms poonam, as i did not want to reprimand her in front of other customers. I spoke to the branch manager & informed her that we need the dds before 5 pm or else we will not get the electricity connection before the weekend. The branch manager informed mrs. Poonam in my presence to prepare the dds (Which she had not yet started working on!), she simply shrugged. I left the branch after the managers assurance.

At 4:45 pm, i was informed by my staff that mrs. Poonam had not prepared a single dd yet! I went back to the branch, chose not to confront mrs. Poonam again & went straight to the manager!! The manager apologized profusely on her behalf but i was absolutely livid at the callous & irresponsible behaviour of her staff! I waited in the branch till the remaining dds, were made!

Since i have a good relationship with the other employees of the bank, later on i spoke to one of them & asked them as to how mrs. Poonam could so blatantly disregard the instructions of the manager & i was informed that at least two more customers had similar experiences so much so that they had submitted letters to shift their account to a different branch!! And that mrs. Poonam & some other work shirkers had influence over the employees union, who simply refused to make them accountable for their actions that only serves to embolden them and normalize their behaviour!

It saddens us to see how our public sector institutions are being brought into disrepute because of a few rotten apples who can not be reformed in the absence of a comprehensive complaint redressal system. How many more people have faced hardships in trying times & chosen to keep quiet about it? How many customers have waited endlessly for access to basic services and been teated like scum? How much has the reputation of the institution suffered simply because the management doesn't deem it important that the problems of the customers be addressed & delinquent employees be reprimanded. Please do something about this before it gets to a point where nothing can be done.

Regards,
A concerned customer