Bank nips sys­tem glitches in the bud

Lesotho Times - - Busi­ness -

Mr Vum­bukani said the bank had ad­dressed the is­sue as well as the dou­ble de­duc­tion of bank charges.

“This past month (July), the sys­tem made dou­ble de­duc­tions on man­age­ment fees.

“So, what we did was to ac­tu­ally com­mu­ni­cate through SMS to our cus­tomers that we are aware of that mis­take and would au­to­mat­i­cally re­verse that charge. So we took own­er­ship and the is­sue has been re­solved as we speak right now.”

Asked on the rea­sons some cus­tomers were un­able to ac­cess funds in their bank ac­counts, Mr Vum­bukani at­trib­uted the glitch to the mix­ing up of the new and old ac­count num­bers.

The fi­nan­cial in­sti­tu­tion is­sued its clients new ac­count num­bers ear­lier this year in line with the sys­tem up­grade.

“Un­der the new sys­tem, we have re­quired our cus­tomers to get new ac­count num­bers. But we in­di­cated that the old ones would still be in use for the next 18 months,” he said.

“How­ever, we have found out that some cus­tomers gave their em­ploy­ers their loan ac­count num­bers in­stead of cur­rent or sav­ings ac­counts.

“As a re­sult, the salary would be de­posited into the loan ac­count and not the ac­count which the cus­tomer has ac­cess to.”

The SLB boss also in­di­cated that they had set up a team to ad­dress all the glitches as­so­ci­ated with the new sys­tem.

“We have es­tab­lished a team that is fo­cused on deal­ing with all the dif­fer­ent chal­lenges re­lated to the new sys­tem.

“Any prob­lems that have been picked up by our Cus­tomer Con­tact Cen­tres are han­dled by this team.”

On al­le­ga­tions that the bank’s staff lacked the ca­pac­ity to op­er­ate the new sys­tem, Mr Vum­bukani said ex­ten­sive train­ing was un­der­taken, adding that it was still on­go­ing.

“Lead­ing up to the new sys­tem go­ing live, we trained our staff to fa­mil­iarise them to it start­ing from last year.

“The train­ing ses­sions were held at the end of work­ing days and con­tin­ued deep into the night us­ing dif­fer­ent meth­ods of in­struc­tion.

“But we are con­tin­u­ing with the train­ing given that it is a new sys­tem, with its com­plex­i­ties. So, we need to con­tinue to guide our staff on the new sys­tem.”

He also ap­pealed to clients to con­tact­tact the bank upon en­coun­ter­ingng prob­lems adding that any chal­lenges llenges they faced needed to be ad­dresse­dressed at an in­di­vid­ual and pri­va­tee level.

SLB Chief Ex­ec­u­tive Mpho Vum­bukani.

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