I WISH to give credit to the fact that Scotia is one of the largest Banks in the world and known for excellent service, mostly in foreign countries.
As a customer, albeit to a small level, I wish to bring to the public’s attention certain experiences I have had with the Bank as a regular customer and also as a security service provider.
I must state also that over the years this bank and some others have had several cases of dishonesty involving their staff, some of which went to court and some of which were quietly settled, according to information. All employers could expect some dishonest employees. As it is known, financial institutions, as a result of the business of handling people’s money trusted to them, like to keep certain matters private so as not the create fear among customers in order to keep them.
I am asking Scotia Bank publicly these questions so that it may give answers publicly to clear certain difficulties I have:
1. Why does Scotia bank only use easily torn plastic bags for night deposits? It is noticed that a pen or finger nail can damage a night deposit bag used to hold cash, which has to be transported and even be sent down a chute into the bank’s lodgment area. In the process the bag can be torn. It is known that in the past they used heavy canvas bags, which were numbered.
2. What procedures do they have in place that if monies are sent in this bag or any to account for them. For example, do they have a camera system that photographs each bag deposited, or a video which is installed nearby to ensure that bags can be counted as they are dropped in the chute?
3. Do they have any counting device installed, whether operated by infra red light or a mechanical counter to account for the number of bags deposited in the chute per day or per hour? If not, why have they not thought of installing such a device? People have a right to ask; as it is their money.
4. What is done to the plastic bag after the cash is retrieved from it? Are bags sent to customers to verify their deposit and to keep for a few months or years for collation and evidence in case of needed accountability or investigations by the Police or customer?
5. How long does it take to dispatch reports to the customer as to deposits. In my opinion this should be done the very next day, and emails dispatch can be sent initially and hard copies dispatched later. Any delay could compromise the integrity of the system and the bank. If delays are apparent and continuous, as an investigator and security person, I would say something sinister is afoot.
6. The bank should invite its customers and customers’ security service providers to witness the process of what happens to cash after lodgment in what is referred to as ‘Night Deposit.’
On numerous occasions I tried to call management of Scotia Bank on the phone without success. They have an automated answering system, without the joy of the human voice. The system gives three options, but every time I call the voice mails ask for a message, no one is ever available. Holding on hoping for a receptionist or operator, never happens, as another option provided by some companies local and overseas. I have been trying to get their legal manager, or Properties manager, or Administrative manager on a particular important issue.
My advice to Scotia Bank, and banks in general is to never get so big that you lose the human touch. Losing the human touch in business and industry is the beginning of the end, in my opinion.
ROSHAN KHAN
RK’s Guyana Security Services
