A RECENT visit to a well-known bank on the University Road in Karachi turned into a frustrating experience. After an excruciating wait of nearly 90 minutes under the blazing sun, a group of 10 customers was allowed to enter the branch.

I was among the lucky ones, or so I thought.

Once I stepped inside, I found the atmosphere chaotic and unprofessional.

Although the branch was equipped with four cash counters, there was only one cashier to manage cash receipts, payments and cheque clearances.

Frustrated by the delay, a senior citizen raised his voice which attracted the immediate attention of the operations manager, who had the audacity to lecture the customers about the need to be grateful for being `lucky` yes, indeed, this is what he said that it was not a pension disbursement day.

Else, everybody would have realised what `trouble` and `delay` actually mean.

Addressing the senior citizen`s complaint, he clarified that the branch did not follow the directive of the State Bank of Pakistan (SBP) about having separate counters for them. For good measure, the operations manager added that there was no point inhavingseparate countersbecause most of the people actually visiting the branch were senior citizens anyway.

The incident highlighted a concerning decline in the operational efficiency and customer service standards. It is imperative that banks take immediate corrective measures, ensuring better staff management, adherence to regulatory guidelines, and a commitment to providing a seamless banking experience for all. The SBP should ensure the execution of its directives, or at least stop issuing such directives if it does not want them implemented.

Masood Wazir Karachi