On a scorching Thursday November 16, 2023 morning in Georgetown, Guyana, I embarked on what should have been a routine endeavor—opening a bank account at Citizens Bank, situated at the crossroads of Camp Street and South Road. Little did I know that this ordinary transaction would evolve into a saga of frustration and inefficiency, shedding light on the need for a critical review of Citizens Bank’s policies and procedures.
As the clock ticked to 9:46 am, I encountered a sizable crowd congregating outside the bank’s entrance. Seeking clarity on the cause of the gathering, I learned from a fellow in the crowd that my queries were best directed to the security personnel at the entrance regarding my intended transaction.
Upon engaging the security personnel, I was instructed to navigate further inside and seek guidance from another security officer. The entire lobby was filled with people who were often shuffled around like sheep by a series of instructions from security personnel. The gathering reminded me of a funeral parlor with hordes of mourners sitting or standing silently in a state of meloncholy. A further series of interactions led me to a line behind about five individuals, meticulously pointed out by yet another security guard.
The plot thickened as a middle-aged man and a teenager spontaneously formed a second line at the customer service desk. I engaged a security guard and simultaneously asked a young man who was standing in front of me in the line, if this was the norm. A subsequent intervention by the security personnel redirected the pair to the back of the line.
After an agonizing 55-minute wait, I finally reached the counter, armed with my original Guyana Tax Identification Number (TIN), US Passport, US Driver’s License, and passbook from The New Building Society. However, my journey was far from over.
A woman who identified herself as Ms. Best, a senior manager at Citizens Bank, presented a new set of demands: W2 forms from the USA, Social Security Number from the USA, and additional proof of a local address, saying that the one on my recently acquired Tax Identification Number (TIN) was not sufficient. Also the address on my US Driver’s Licence and New Building Society passbook was not sufficient. I declared that I will not provide any US W2 because it has my Social Security Number and I cited my global banking history that never required such documentation; all fell on deaf ears. I asked to see somone in a position senior to Ms. Best, but she said that she was the most senior person.
I challenged the complexity of the account-opening process, the lengthy wait times, and the adverse impact on business in Guyana. In an era where global transactions can circumvent local systems, the stringent requirements seem archaic and obstructive.
Upon expressing my intent to inform the public about the encountered difficulties, I faced an additional challenge in exiting the bank. Directed to a different door, I had to seek assistance from a fellow customer to find the elusive exit.
My one-hour-and-four-minute ordeal pales in comparison to the frustration of a fellow patrons, at least one who shouted on several occasions that she have been waiting since 6:45 am without success and rumblings of discontent and frustration from many others.
This plea to Citizens Bank is more than an individual grievance; it is a call for a comprehensive review of their policies and procedures. The current system is not just inconvenient; it’s a hindrance to the progress that could be achieved if straightforward banking transactions didn’t demand hours of time and patience.
Sincerely,
Ian G. Hall
ighall@atiss.com
