Bank Of China (Canada)

I received a letter from Bank of China to let me activate my account before at the end of April. I am in Ottawa. I called this branch many times and no one answers the phone, so I called the branch in North York and was told my family member could go to any branch with this letter and deposit some money to activate my account, but could not withdraw money. It's reasonable answer. My wife went to the branch in Downtown, and was told she is not allowed to do that. I must send a kind of empower document to the branch first, then my wife could go there again. Different branch provides opposite information, and this downtown branch only make simple thing complex. I looked through google feedback and most are negative. The manger of this branch should think about how to improve their service.

Make an appointment easy when I left message to the answer machine. And I received nice service here for a debit card to be used in China.

I'm not living in Ontario. My plan was to fly to Toronto to activate my GIC account, because I thought it was much more convenient for me. I called guest service hotline to make an appointment to activate my GIC account. The lady on the phone helped me to make an appointment at Bank Of China (Canada) 396 Dundas St W, Toronto, ON M5T 1Y5 at 1pm Jan. 4th 2019. She told me on the phone that I had to be on time. Even I was 5 minutes late, my appointment would be cancelled. Before I went there, I did some research. This branch has a poor reputation for the service. But I didn’t know the service is frustratingly terrible. I got there at 12:30pm. I got no reception until I asked the employee at the counter at 1pm sharp. I had an appointment at 1pm and I was asked to wait. A male employee gave me some forms and asked me to fill, and left. He never came back forever and ever. Thank God there was a lady helping a guest beside me activating his GIC account. Without her, I’m afraid I would receive no service that day. Her name is Ms. Diamond. Thank you Ms. Diamond! I asked her if I was forgotten. She replied,”I didn’t forget you. He forgot you. ” ’’He’’ referred to the male employee who assisted me first. She asked him if he forgot me. HE REPLIED,”YEAH, I KNOW.” Thank you for your honest gentleman. That’s basically the terrible I received that day. I thought that was the end but there’s more. I asked a lady if there was a restroom. She actually didn’t replied if there was or was not a restroom in the bank. She said,’’WE ONLY OFFER RESTROOM FOR OUR GUESTS.’’ If I am not a guest, why would I sit at the counter? I said,”I AM a guest.” She asked,”What service?” Thank you Bank of China. Very good service! I replied, ’’GIC account.’’ Then she told me it was downstairs and I had to come up ASAP because I wasn’t supposed to be there. I told the lady I wanted to make a complaint about the forgotten service I received that day. She asked, “Have you activated now?” She made me feel that, “Though it might be late, at least you got your service served. There’s no reason to complain.” She also told me that it was the way it was. There’s no chance to change. She reviewed the CCTV, and I could see how busy they were. Actually you don’t believe your customers. You need to check the CCTV to see if your customer is LYING. YOUR CUSTOMER MAKES A COMPLAINT TO HELP YOU IMPROVE, AND THE ONLY THING YOU THINK ABOUT IS IF THE CUSTOMER IS LYING. She also informed me that because the guest who had the appointment earlier than me was late, so mine was late obviously. The first male employee was not supposed to help me. Helping me was not his work that day. He should do what he did. So were you saying he shouldn’t have helped me? Nobody should help me. Whatever I have an appointment or not, I should have no service that day. In the end, she told me she would talk to the male employee. I don’t know who she is. She didn’t introduce herself to me, but she gave me a business card of Zibo Zhang, the manager of the branch. In my opinion, they were not busy. It is only because they didn’t prepare well for the work of the day, and poor design poor management of the floor that they made themselves very busy. If you don’t listen and don’t want to change, why would you tell your customers that they can make a complaint? You could just say, “Thank you but we don’t want to change. ” Thank you for reading.

The branch service is decent, but the online banking system is total TRASH. Authentication code took AGES to arrive by email, and you are forced to reset password by the stupid E-token

Good communication and friendly staff.