An old man carried into the bank by the stretcher-bearers to change his bank card password

An old man carried into the bank by the stretcher-bearers to change his bank card password
Oct 15, 2013 22:36
LONELYJOURNEY Points: Join Date: Oct 28, 2009 Status: offline	Mr. Xu is a 75 years old retired man who has been in bed for years due to several kinds of illnesses he suffers. He receives a pension of around CNY 2000 per month to pay for his treatment. Since he can’t withdraw the money on his own, his wife goes to the bank to withdraw the money instead of him. At the beginning of October, his wife went to withdraw the money. She entered the wrong password three times because her hands trembled. As a result, her husband’s account was locked. The staff at the bank told her that she had to reset the password. However, her husband should come to the bank where he opened his account to change the password on his own. Later, someone else told her that the password could be reset at the nearest ICBC bank to their home and that door to door service was available to those who couldn’t present themselves at the bank. However, they were told that door to door service was not available when they came. Besides, they were told that Mr. Xu must come to the bank to change his password on his own. Mr. Xu’s daughter called an ambulance because his father couldn’t sit in the taxi or their private car. She just said on the phone that they wanted to send her father back home because they were afraid that the ambulance wouldn’t come if she said she wanted to ask them to take her father to the bank. When the ambulance came, Mr. Xu’s wife told them whether they could take them to the bank. The driver agreed. When they came to the bank, Mr.Xu’s wife talked to the bank staff. She hoped that someone could come out to take a picture of her husband to prove that he came to the bank. Then she could reset the password instead of her husband. The staff said “NO”. Therefore, Mr.Xu’s wife asked the driver and the nurses on the ambulance whether they could help her bring her husband back into the bank. The driver and the nurses agreed and brought Mr. Xu into the bank. All the staff at the bank didn’t come out to help them. Instead, they just told them where to put the stretcher so that the camera could record an image of Mr.Xu. Mr.Xu’s daughter was very angry but she didn’t lose her temper. Mr.Xu couldn’t stand up, sign his name and hand in the paper. Her daughter took the stamp pad from the window, put his father’s hand on the pad and then inked his thumbprint on the paper. The driver and the nurses were irritated after seeing what happened to Mr.Xu. They told Mr.Xu’s experience to the newspaper. Thanks to the newspaper, the public learns about the bank’s indifference and cruelty. Perhaps, the bank realizes that they were wrong. The staffs involved were punished and the managers were fined. The managers finally came to Mr.Xu’s home to apologize. However, Mr.Xu’s wife felt that they made trouble to the bank and thought she should apologize to the bank. According to a local newspaper, the bank that insisted Mr.Xu must change the password on his own actually came to some special clients’ home to provide door to door service.

Oct 15, 2013 22:36

LONELYJOURNEY
Points:
Join Date: Oct 28, 2009
Status: offline

Mr. Xu is a 75 years old retired man who has been in bed for years due to several kinds of illnesses he suffers. He receives a pension of around CNY 2000 per month to pay for his treatment. Since he can’t withdraw the money on his own, his wife goes to the bank to withdraw the money instead of him.

At the beginning of October, his wife went to withdraw the money. She entered the wrong password three times because her hands trembled. As a result, her husband’s account was locked. The staff at the bank told her that she had to reset the password. However, her husband should come to the bank where he opened his account to change the password on his own. Later, someone else told her that the password could be reset at the nearest ICBC bank to their home and that door to door service was available to those who couldn’t present themselves at the bank. However, they were told that door to door service was not available when they came. Besides, they were told that Mr. Xu must come to the bank to change his password on his own.

Mr. Xu’s daughter called an ambulance because his father couldn’t sit in the taxi or their private car. She just said on the phone that they wanted to send her father back home because they were afraid that the ambulance wouldn’t come if she said she wanted to ask them to take her father to the bank. When the ambulance came, Mr. Xu’s wife told them whether they could take them to the bank. The driver agreed.

When they came to the bank, Mr.Xu’s wife talked to the bank staff. She hoped that someone could come out to take a picture of her husband to prove that he came to the bank. Then she could reset the password instead of her husband. The staff said “NO”. Therefore, Mr.Xu’s wife asked the driver and the nurses on the ambulance whether they could help her bring her husband back into the bank. The driver and the nurses agreed and brought Mr. Xu into the bank. All the staff at the bank didn’t come out to help them. Instead, they just told them where to put the stretcher so that the camera could record an image of Mr.Xu. Mr.Xu’s daughter was very angry but she didn’t lose her temper. Mr.Xu couldn’t stand up, sign his name and hand in the paper. Her daughter took the stamp pad from the window, put his father’s hand on the pad and then inked his thumbprint on the paper.

The driver and the nurses were irritated after seeing what happened to Mr.Xu. They told Mr.Xu’s experience to the newspaper. Thanks to the newspaper, the public learns about the bank’s indifference and cruelty. Perhaps, the bank realizes that they were wrong. The staffs involved were punished and the managers were fined. The managers finally came to Mr.Xu’s home to apologize. However, Mr.Xu’s wife felt that they made trouble to the bank and thought she should apologize to the bank.

According to a local newspaper, the bank that insisted Mr.Xu must change the password on his own actually came to some special clients’ home to provide door to door service.

Oct 15, 2013 22:37

LONELYJOURNEY
Points:
Join Date: Oct 28, 2009
Status: Offline

In fact, China Banking Regulatory Commission issued a special notice in 2009. According to the notice, all the banks and financial organizations must open “green channel” to those special clients (the aged, sick or disabled people or those who have accidents). If necessary, they should extend their counter service to door-to-door service for those special clients.

Why did it refuse to provide their door to door service to Mr.Xu? Didn’t they know about the notice? No, I guess that they would have provided door to door service to Mr. Xu if he had a million yuan at the bank.

I have been to the four state-owned banks (ABC, ICBC, BOC and CBC) and some civil-run banks. They all have VIP channels but no “green channels”. It’s no wrong that the banks offer the best service to their VIP clients. The banks are charity organizations. They have to make profits and the VIP clients contribute very much to them. What about ordinary clients? Although they are the main clients to the banks, they can’t bring huge profits to them. As a result, they can’t enjoy the same service as the VIPs.

According to my personal experiences, civil-run banks provide better service than those state-owned banks. Why? The civil-run banks don’t have the back-up like the state-owned banks. How can they compete with the state-owned banks? Better service. Better service can bring them more clients.

Oct 16, 2013 21:45

CHERRY07
Points:
Join Date: Mar 23, 2008
Status: Offline

Lonely,

Mr.Xu should feel happy that he is still alive after coming to the bank. This morning, I read another piece of news. Another man who were in need of money to have an operation was also carried to the bank to withdraw his money. Unfortunately, he died at the bank.

It's true that the banks have their own reasons for asking the account owners to represent themselves at the banks if they want to withdraw the money. They just want to ensure the safety of the owners' accounts.

Why can't they give their clients more humanity? The China Banking Regulatory Commission hasn't done enough. Regulations are regulations. They don't tell clearly what responsibilities the banks should bear if they don't observe the regulations.

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