₦airaland Forum

Customer service staff of organizations are hardly treated fairly but it's worst in UBA and that's why I can't own an account with them or even work there because their staff all work like slaves. All afraid of being sacked because of the economic conditions of the country.
Just read below mail by an unknown to sabotage the efforts of another. If only men were God....

From: Uche Ajene <uche.ajene@gmail.com>
Sent: Thursday, 5 November 2015 18:50
To:
Cc: Okenla, Christiana; Ayewoh, Prince; Shodipo, Pamela
Subject: experience in UBA

Hello CFC team,

I am writing to report an extremely unpleasant experience I had in one of your Lagos business offices yesterday, November 4, 2015.

I arrived at your Obalende BO, located on St. Gregory's Road sometime after 3pm to complete a time sensitive funds transfer transaction. When I arrived at the BO, the funds transfer was clearly marked, however there was no staff seated at the unit. I waited for about one minute before I called the attention of the CSO who informed me that the staff member would return shortly.

The CSO walked across the banking hall and went behind the counter to get the attention of the Funds transfer officer who, from m vantage point, seemed to be having a jovial conversation with his colleague. The CSO got his attention and motioned towards my direction presumably to inform him a customer was at the desk.

This funds transfer officer, Daniel Omotosho, is the reason I am writing to you today to lay a formal complaint that I ordinarily would not. I am writing because I know how hard some UBA staff work to accomplish feats and delight customers only for customer facing staff like Daniel Omotosho to interact with a customer and erode whatever confidence that customer would have had in the UBA brand. I am writing most especially because up until Q1this year, I believe I was one of the people who worked hard to accomplish this.

Daniel approached the funds transfer desk and said hello. I informed him that I needed to do an immediate transfer to another bank and handed him a form that I had picked up at your CBO branch in Victoria Island a few hours before. He looked at the form and said that the form that I handed him was not used in the branch and I would have to fill another one. I informed him that I had picked up the form at another UBA branch and used it in with no problem in that branch. And he replied "I said, we don't use that form here" The response was curt and I chose not to react at the time but informed him that I was tired and he should fill the form and I would sign it.

Daniel filled out the form and I looked it over and signed it. I then asked him if he could look up some information about my BVN number since I was having a problem with it at another bank entirely. He informed me that the CSO would be the only person who had access to BVN information and I should go to the desk and enquire then. I then asked him if I could step away from the transaction and make my enquiry and return for my receipt. He said ok, so I stepped away to make my enquiry.

The CSO was pleasant and helped me look into the issue with my BVN and was able to confirm that my other bank had given me incorrect information. I then returned to the Funds Transfer desk to ask for the receipt for my transaction. Daniel said there was no receipt, and I further asked if the transaction had been completed. He did not answer me and instead pulled the camera attached to his computer and took a photograph saying, we take photos of all people doing funds transfers. I then asked him why the process was so different from what I had experienced at a different branch just that day. Daniel did not answer me, did not issue a receipt for my transaction and turned to another customer and said "anyway jare" and effectively dismissed me from his presence.

I immediately got angrier and asked him why he was so rude to me? There was a lady seated in the next unit, Olajumoke Alabi, who had observed and tried to intervene to ask me what the issue was. I told her that her colleague had been rude to me and the behavior was unacceptable and I would be escalating this issue further. She apologized for his behavior and asked him to apologise as well. Daniel offered no apology as I walked out of the banking hall.

To her credit, Olajumoke Alabi did offered profuse apologies but there was no point at that time. Daniel had already turned me off as a customer.

I write to you, especially disappointed that this happened in a UBA business office to anyone. I have sat in meetings where attempts to diagnose the problem with UBA have been made and I have listened to and read about initiatives to make UBA a more customer friendly bank. The problem I have encountered with UBA is not with the products, not with the technology but with the people. There seems to be a pervasive culture in the Lagos business offices I have entered in recent months where UBA staff believe they're doing customers favours and can be rude, flippant and dismissive.

The interaction I had yesterday, was not the first bad one I've had in recent months, but it is the first that I am taking time out to write about because it would be a disservice not to. I have had especially bad customer service at the Admiralty Rd. Lekki Phase 1 BO, the last was on Africa Day this year. I have also had bad service at the Adetokumbo Ademola Rd. VI BO where the RBH office sits. So I know that my experience with Daniel Omotosho is NOT an anomaly but it is UBA's customer service culture.

This is a long email because I have a vested interest in UBA succeeding. That is because I know the potential that the bank has and I would love the bank to be perceived as it actually is, an innovative bank with offerings for people in all strata of life, not the Useless Bank of Africa tag that UBA is often referred to on social media.

The truth is, as long as Daniel Omotosho and other UBA staff members like him continue to remain in customer facing roles, this bank will not rid itself of such reputations and the hard work of the people who put in effort will continue to be in vain.

Thank you,
Uche Ajene


Uche Ajene, well-done, at least your letter clearly states that you want to punish these staff for personal reasons. May God pay you in equal doze.


Funny enough, without any investigation, this is the conclusion of a management staff, which means here in Lagos if you work with UBA and I don't like you all I need do is fabricate a story against and you become jobless.. Read the MD's response below.

MS,

This is very very sad.

Please go ahead with the suspension and arraignment before a DC.

Please fish out the staff that gave the customer bad service at Lekki phase 1 and Adetokunbo Ademola branches. Send them on suspension immediately and arraign them before a DC. Please act quickly.

We need to send a clear message that we will not tolerate rudeness and bad service.

Send the customer email to all Operations staff and ask them to read it very carefully. Next time, there will not be suspension. I will dismiss the officer immediately.
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If men were God. Which means anybody can write anything about you and have you fired. Put a human face to decisions taken when in a position to do so.