Hi Njau I think this is not an isolated case, I did an ATM withdrawal with equity a while ago and while the 2k wasn't dispensed, it was duducted on my mpesa balance. I have tried following this issue with equity and safcom till I gave up! So the atm withdrawal is tricky!!! Best Jac On 12/19/11, Raymond Rono <raymond.rono@gmail.com> wrote:
Such issues do normally happen but they should have some level of being tolerated.
Recently I withdrew KES 20K at Juja Barclays Bank Visa from an account with another bank (not Barclays). The dispenser did not dispense the cash but I immediately received an S.M.S. notification concerning the withdrawal that it had succeeded. I called my bank concerning the same and they told me to go to any nearest branch the following day since it was already 5PM. When I checked the following day, the transaction had been reversed (the statement was showing so).
In short, systems are prone to errors but the same systems should have a minimum level of error recoverability. If an error has to occur, then a mechanism of reliably recovering from the same should be put in place such that you don't inconvenience customers unnecessarily. As Aki points out, the inconveniences caused can run into several thousands in foregone opportunities just because an ATM did not act accordingly. It is therefore wanting to note that our systems are still not customer oriented or reliable.
On Mon, Dec 19, 2011 at 8:11 PM, aki <aki275@gmail.com> wrote:
I agree with @Festus,and PesaPoint's behaviour is un-acceptable.
*Number 1* : Did he get the 11,000 Ksh transaction that he may have planned for things? *No*. Equivalent of a bank telling you your chq is been accepted but please come back later for your money.
*Number 2*: Did he get the correct feedback as promised by the complaint centre person i.e in 20 minutes? *No * ** *Number 3*: Because he did not get a call back, he had to cancel his plans on spending the 11,000 Ksh. What if this amount was needed for some emergency and the clock was ticking? So, after the transaction failed, now it meant that he needed to follow up, thus called back twice in after 4 hours.
*Number 4:* After almost 48 hours since the incident occured, he still was not updated. And to make matters worse, the system for reversal was down. It is not his problem if systems are down, these system updates and checks are always performed over night as a standard practise for many online systems. So for 2 nights were the systems down? This is not true but utter nonsense.
My view.
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-- Raymond Rono, raymond.rono@gmail.com.
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