An Open Letter to Sri Lankan Banks: How you are failing in Digital and Mobile Banking
Dear Banks in Sri Lanka,
Bank 1 : It is very thoughtful of you to tell me that you do not want me to travel to the bank because of health risks. You say, I can find my Credit Card balance by giving a missed call. How nice! Then I called that number. You say, “Please visit the nearest branch to register for the service”.
Bank 1, again! : You have a fancy mobile app with so many features including coupons. However, the app failed to make a transaction. You reluctantly accepted it and took more than a month to fix the issue and to release a new version. The merchant was kind enough to wait for my payment all this time, despite delivering the products. Once the issue is fixed, you tell me to visit the merchant who is 61 km away from me, so I can scan their QR code.
Bank 2: You have a new version of your mobile app. You want me to fill a doc with 11 pages and write a letter, and handover them to the branch so I can use the new application version which I never asked for.
Thank you for understanding the concept of “Digital and Mobile Banking”.
A frustrated user.
