Customer service is a big letdown in many establishments in Oman and our experience with National Bank of Oman (NBO) only substantiates the fact. Last week, we opened a new Al Kanz savings account at the newly done branch of NBO at CBD. No issues on the glitz and glamour front – like the colourful ads of the bank, the new interiors rocked as well. A sweet-talking man led us to the counter and the new account was created in 10 minutes. The lady at the counter forgot to give us the scratch card (goodies as part of new account) which throws up some instant prizes. When we reminded her about the card, she sheepishly said the cards were out of stock and noted down our phone number so that she could call us after four days. Fair enough. All is well till now.

Four days passed, five days over, and on the seventh day, we decided to visit the branch to check with the concerned lady and again she said the scratch cards were not ready. Probably next week, she said. This time her tone was not too pleasant (she gave an impression that she was doing us a favour by giving those cards). I am surprised that a bank like NBO, which has spent a fortune advertising in newspapers, magazines, hoardings about Al Kanz account, is dillydallying in providing scratch cards as promised. Are they really in short of cards or have they run out of gifts? Whatever the reason, they are taking their customer service and reputation to new lows. Their call center hotline (80077077) is another cold story. Yesterday, I tried five times, and waited for two minutes each with those automated crappy stuff, but never once was I able to talk to the phone banking executives.

NB-Ooooooh!