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Calls for urgent reforms and new oversight body
Prime Minister Gaston Browne has criticised banks in Antigua and Barbuda for what he described as persistently poor customer service, calling for urgent improvements across the sector.
Speaking at the Eastern Caribbean Currency Union (ECCU) chairmanship handover ceremony, Mr Browne said some financial institutions operating in Antigua and Barbuda consistently fail to meet basic service standards.
He cited an incident where customers were left standing in the sun for hours, with no tents or shelter provided.
“It’s unacceptable,” he said. “Good service is good business.”
The Prime Minister, who also serves as Finance Minister, accused some banking staff of prioritising position over public service and announced plans to fast-track the creation of an Office of Financial Conduct and Inclusion to monitor behaviour in the financial sector.
In a strong message to the industry, Mr Browne said poor service undermines business activity and regional development, warning banks to reassess their operations amid growing global competition.
“Service is love,” he concluded. “Let’s show some love and serve our people graciously and efficiently.”
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That is not the first time the PM has called them out. And things have since improved, but not yet to the point where the banks really put customers first. Sometimes you call the bank and no one ever answers the phone. And when you do get to speak to someone they tell you they will call you back. You will never get that call. And making an appointment to speak to someone to open an account, be it a savings or investment CD, it is still months away that they will schedule you.
But ANR the PM had much more to say then this. I’m awaitingn to see if you guys will publish what he charged the ECCB to do with regards to their investment portfolio. The governor could only shake his head and said he will not go to bed early tonight and warn his team to get ready for this chairman is not easy. We have a great leader in the person of Gaston Browne whether we like him or not. The outside world is recognizing him. But like alway, a king has no honor in his own country.
Gaston Browne is absolutely correct in regards to customer service care in thev Antiguan banking sector.
For instance, some time ago the bank that I use to use, had an online mobile banking system, and it crashed when I wanted to view it.
So here this!
So I went into the bank to get a statement and transaction details. After I explained that THEIR online system was down (which they also acknowledged), the teller wanted to charge me a fee of $20-$40 dollars. No way!!!
The bank teller couldn’t see the error of his ways, and wouldn’t waiver this exorbitant fee.
Suffice to say, shortly afterwards I closed down that particular account and moved to another bank.
Been saying this for a while, since covid19 the service have never been the same. Months to get an appointment. Weeks to get a bank card and days for a call back. BS..
These banks need to adjust their hours and open on weekends. I see ACB is now opened at one branch on Saturdays but that’s not enough. Other banks need to follow suit as many people are working during “banking hours” and their customer service phone lines are usually shit (though I have had good experiences with ECAB’s customer service phone lines. CIBC is the worse though.) On top of all that, they rarely have enough tellers working, so processes are painfully slow, and the online services they offer are the bare minimum.
Antigua Barbuda Development Bank have me wait months for a simple letter to say that a loan was paid off. I swear they are running a ponzi scheme with ppl money. Service is horrid and the GM hides in her office refusing to see you in person no matter how you ask and wait.
hahahahaha. I saw he and he ECAB manager hugging after the ceremony, so all is well with them, No hard feelings
@Brixtonian July 18, 2025 At 10:51 am
Brix I can’t believe that I lived to see the day that you would write these words, “Gaston Browne is absolutely correct in regards to customer service care in thev Antiguan banking sector.”. I won’t call you out on how you address our Prime Minister because after all it was hard for you to do so. But as the Bible says, With God All things are possible. Saul became Paul after being filled with the Holy Spirit. I pray for your transformation to leave the hatred behind you.
@Banking in Antigua Sucks! July 18, 2025 At 12:08 pm
Very sad isn’t it. I had the same experience once with my bank wanting a letter for a car loan that was paid off. It took the bank over a year to provide me with the letter. And that was something long ago. Nothing to do with the bad customer service these days
@Juju Bee July 18, 2025 At 12:49 pm
Just tells you the Prime Minister is not personal with he reprimand the banks. he only wants to see them do better. For the sake of the country. I hope they take heed. but some people just have egoes to feed. And when they are fired from the job they cannot keep their heads up high.
@JuJu .. Cool.. Michael is a good guy. My take is ECAB needs technical help. They need case management software and a proper team. They listen, try, but don’t solve most issues. Over 3 years now I still can’t use my ecab debit card online to pay Sagicor