I receive a regular inbound forex amount from Kenya. The forex dept phones to find out the source of funds for reserve bank rules. First I hear of it a terse email telling me if I dont respond the money will be sent back to source. However, despite being a Private Bank client, a call centre agent leaves a voice mail for call back. When I tried to call back, 10 minutes waiting in the queue and then I hung up. Emails to my private banker, and from her to the forex department ignored by them and not recorded on the contact system. Then tried to call again, but they close at 4:30pm.
The following day, another 10 minutes on the phone waiting in the queue.
No explanation why they sat on it for 5 days brfore trying to contact me for the first time.
Request the head of dept to call me- 5 hours later still waiing for the call.
Complain to private banker re service and request the regional head to call me. 5 hours later nothing.
Management of this business clearly has no time for their clients.
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