REPUBLIC Bank Limited has apologised for the inconvenience caused to customers as it transitioned into a new banking platform.

“We transitioned to our new Banking platform effective November 4, 2019. As with the introduction of any new system, we are experiencing some challenges. We recognise the impact to our service delivery, and wish to assure you our valued customers and stakeholders, that we are committed to resolving these challenges in the shortest timeframe possible,” the Bank said in a statement on Wednesday.

“We do apologise for any inconvenience caused and take this opportunity to sincerely thank you for your patience and understanding during this transition.
We thank you for choosing Republic Bank and assure you of an enhanced customer experience as we look forward to being of continued service in the future. Should you have related queries, please visit your nearest Republic Bank branch or contact our Customer Care Official at 223-7938 to 49 Ext. 2620 or via email at gyemail@rfhl.com.”

Guyana Chronicle reported on Wednesday that days after the bank reopened its doors following a three-day shutdown of all services to facilitate the upgrade to its banking platform, some customers are complaining that some services are still not available at the popular city bank. Customers are reporting the unavailability of the Visa Travel Card, and of the telebanking and online banking services being down; another customer reported some $80,000 missing from her account when she checked it on Monday evening, after the bank’s reopening.

On checking with the bank, she said she was told someone using her ID card withdrew the money in New Amsterdam, Berbice, and she would have to refer to that branch to clarify the situation.

“The last time we withdraw money was the evening on the 30th [October], right before the bank closed and our account was intact and the day it reopens which was [Monday] it’s short,” reported Anastasia Caesar on Tuesday. “At Water Street, whole half day, and after back and forth conversation and begging them to see the slip, the alleged person signed to withdraw the money from the teller. They said we have to go to New Amsterdam. They said everything change and they don’t know what’s going on up there. They said the person used my ID card. I recently took my husband’s last name legally, so I don’t have an ID card yet.”

Following widespread notices, the bank closed its doors and all services were unavailable from Thursday, October 31 at 14:00hrs until Sunday, November 3, 2019 at 16:00hrs. In an explanatory statement, the bank had said that it was done in order “to enable increased transaction efficiency, enhanced product offerings and an overall improved customer experience, while positioning the bank to better serve you.” Monday when the bank reopened its doors, the various branches were flooded with customers, leading to lengthy transaction times at the various service counters. Some staff noted having issues with accessing the “new software,” compounding the issue.