Customer service? What's that? (Part II)

Maybe I am indeed getting old and grumpy as time passes. Or maybe I just refuse to accept bad customer service. I tell you a brief story and you judge for yourself...

My ATM card was about to break. Since I needed to go to the bank to withdraw some money to pay my credit card, I decided to replace it while there.

I joined the queue and waited for a couple of minutes. When it was finally my turn, I showed the card to the lady at the counter and explained I wanted it replaced before it was spoiled to the point I could not use it anymore. That's when the problems begun.

- Do you have your IC?
- No. I have my PIN, though.
- Sorry, I can't replace your card then.
- Why?
- Because I can't validate who you are.
- But I am not Singaporean. I do not have an IC!
- Do you have your passport with you?
- No. But I do not have to carry it around.
- You do.
- No, I do not.

At this point, her supervisor noticed something was happening and came to help.

- Can I help?
- He wants to get a new ATM Card.
- Ok, can I have your passport please?
- I do not have it with me.
- Then we cannot help, Sir.
- Why?
- We need the passport to verify you are the account owner.
- I do not have to carry my passport with me. Do you have yours with you?
- Well, your IC then.
- I am not Singaporean. I do not have an IC.
- But your work here, do you?
- Yes, and I have this account for three years already.
- Can I see your employment pass?
- Listen, how would my employment pass help you check I am who I say I am? It has no pictures and you do not have the equipment to check if it's fake or not.
- For your own protection we need some photo identification.
- For my own protection I have my PIN which is what the documents I signed when opening the account said would identify me to the bank!
- Oh, you do have your PIN?
- Of course! All you need is my PIN, nothing else. I can sign the same way, I have other cards with me, I can validate information like birthday, address and phone for you; I don't see why you can't replace my card! I am the customer. Aren't you supposed to make things easier for me?

Then she frowned, asked me to sign a piece of paper to check my signature, asked me to enter my PIN on the machine, asked me to answer a few questions and authorised the card replacement with a remark that next time I should carry my passport. Humph...

But it doesn't end there!

When the cashier gave me my new card I asked if she would withdraw some money for me.

- You can withdraw from the ATM machine in the front of the bank.
- Say what?!? No, I can't. Can you do it for me without me having to beg?

She got the card and asked how much. Four thousand, a hundred and fifty, I said.

- Oh, that amount you can't withdraw from the ATM.
- Exactly! I said without looking at her.

Now, tell me. Am I asking for too much? Are they doing me a favour? Should I be grateful for their benevolence in providing me with service I pay for anyway?

I decided to close the account. I am moving to Citibank. I will have problem with them too, I am sure. But I hope it would be less annoying than these bozos from OCBC.