In Land Bank’s website, you will find that it envisions itself to be a “leading universal bank that promotes inclusive growth, especially in the unbanked and underserved areas, through the delivery of innovative financial products and services powered by digital banking platforms.”
Similarly, in its mission statement, it aspires to “provide accessible and best technology solutions to deliver timely and responsive financial and support services to meet the needs of our clients, especially Small Farmers and Fishers.”
Sad to say, the bank hasn’t been true to its vision of what it wants to become as a bank and has not carried out what it aims to do for the public.
What made me say this? On March 9, my wife and I were in Land Bank Dumaguete to encash a Pag-Ibig check. The transaction started at about 10:12am. The check was encashed more than two hours later at 12:45pm. Anyone would have also felt like you were waiting forever.
And I wonder, if Land Bank is a government agency mandated to implement government laws, why is it not implementing the Senior Citizens law?
It appears that Land Bank has violated Sec. 4 (k) of RA 9994 which mandates the provision of express lanes for senior citizens in all commercial and government establishments; in the absence thereof, priority shall be given to them.
During the almost-three hours of waiting, I was wondering no end when we will finally be accommodated. Actually, this kind of scenario has been going on for more than 20 years already.
It’s about time this government agency considers establishing more branches or satellite offices to decongest their increasing volume of transactions, and reduce waiting time of their clients.
In contrast to commercial banks and cooperatives, Land Bank doesn’t seem to recognize the value of having several branches and satellite offices like BPI, BDO, and Metro Bank, and cooperatives such as DCCCCO and PHCCI.
Not just that, Land Bank employees do not seem friendly to clients.
When one gets in, you don’t feel nor are made to feel welcome. It feels different. There is a pervasive feeling that we owe them money, and that we must be in awe of them providing us the money we need. Their staff may need lessons about customer training.
Suggestions. The banking industry is an extremely competitive sector; hence, Land Bank needs to compete and improve its services.
It needs to update its methods on customer relations.
It needs to fit in to the digital age because I’ve noticed that when they call their clients, they are still called by their names or their numbers are being shouted, just for the clients to hear it. Unlike in other financial institutions where technology is being utilized, thus, lesser waiting time for their customers.
The bank needs to add chairs in the waiting area or perhaps do some re-arranging in their physical facilities so the senior citizens can be seated, and served properly.
The funny thing is that the physical arrangement makes gives us a feeling we are inside a classroom in a very cramped environment.
If Land Bank cannot open another branch, I suggest that Pag-Ibig checks be encashed in private commercial banks, or send Pag-Ibig funds straight to the ATM accounts. This might resolve the Landbank’s congestion issue.
Unfortunately, I am very dissatisfied with Land Bank’s service performance. And I am certain I’m not the only one feeling this way.
________________________________
Author’s email: [email protected]
