Rank: Member Joined: 3/16/2019 Posts: 313
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maka wrote:Ericsson wrote:sparkly wrote:watesh wrote:Every week I see new negative sentiments about this bank consistently on social media. The main issues are on basic functionality of things and money disappearing in accounts. A year later with the same issues, management doesnt seem to care that much. I attended the virtual agm. Management admitted that there were hiccups in the integration process which affected customer service. Heard there is mistreatment of customers who were formerly at NIC. For example fictitious deductions if you had a credit facility with NIC. Terms also been changed for account holders True... I banked with NIC ... Naona kivumbi aisee ..... The Nation confirms all the above accounts and more. LINKQuote:
... there is a storm in NCBA’s online platforms. Under every post the bank makes, there are often customers complaining of one inconvenience or another; be it a failed ATM withdrawal, slow customer care response, non-responsive systems among others. Others are blunt enough to write that the merger reduced the quality of service they used to enjoy.
Mr Gachora admits that there are issues, and most of them are to do with merging of the banking systems. Over the past few weeks, he says, the group has been merging customer details. Initially, the core banking systems existed separately and were inter-connected with a bridging software. While the bridging worked, he says, it did not offer access to all data, and it was not uncommon for a former CBA customer to be referred to an NIC branch.
“We wanted to take away that noise by having one uniform experience for our customers. That is why we decided to merge our systems, almost a year down the line,” he says.
“Now, merging two banking systems is very difficult,” adds Mr Gachora . The works done so far, he notes, have ensured seamless operation of branches but there is still more to do.
“Mobile banking was unstable for a while; now I think we’ve got everything stable,” he says.
“What has really taken time to work is online banking. And the reason that has taken time to work is that what we did was to combine all the customers onto one online banking platform; whether you are ex-CBA or ex-NIC. And what we have found is that the capacity tripled; or the required capacity tripled. And that is causing a lot of problems.”
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