Friday, December 4, 2015
EDITOR, The Tribune.
Last week you were kind enough to publish my letter regarding the level of service experienced by myself and many others at Royal Bank of Canada. Please allow me a few lines to provide an update...
Early Friday evening, I received a call from one of the Area VP’s of RBC with regards to my ongoing problems with the bank. After delivering the usual platitudes and accepting responsibility for “dropping the ball with RBC service”, she assured me that the bank was diligently working to correct their shortcomings and she would like to have my account manager and the branch manager come to see me Monday at my convenience to meet with me and smooth over any bad feelings, etc.
A time of 11am was set and the VP assured me that should this time prove problematic for either, they would call and arrange another time.
This is Monday morning, the appointment was 11am. I received no call. 11am came and went. At 11:21am, the account manager showed up by herself, without the branch manager.
This is exactly what I was stating - RBC does not care about their customers, nor do they live what they speak.
If RBC was sincere about smoothing over the issues and delivering customer service, that account manager and the branch manager would have arrived either early or at the very least, on time.
They have cell phones, but I assume they only work for important things like friends and family, obviously not customers and courtesy.
So RBC let me assure you - you have not smoothed over anything - you have made the situation worse and proven once again, the customer definitely doesn’t come first, second or even a poor third…we’re way down at the bottom.
COLLEEN DUNKLEY
Nassau,
November 16, 2015.
PS:- I would add the Area VP has always been responsive and kind in our dealings together. Too bad her staff continue to let her down each and every time.
Comments
Sickened says...
What do you expect from a bank that it desperately trying to get out of The Bahamas?
Posted 4 December 2015, 2:20 p.m. Suggest removal
GrassRoot says...
this is the Bahamian service standard. Pick any bank, any restaurant.
Posted 4 December 2015, 2:41 p.m. Suggest removal
Reality_Check says...
Is the Dunkley fella mentioned in the article below Colleen Dunkley's husband? If so, she more than most should understand why RBC is having such a difficult time conducting business in a jurisdiction that her husband has brought ill-repute to!
Broker's $22m 'road to ruin'
July 5, 2010 - By NEIL HARTNELL - Tribune Business Editor
A senior executive at a Bahamian broker/dealer has admitted that it used assets/funds against client wishes to fund other customers' margin loans for about 18 months before the appearance of the fraudulent 'pump and dump' scheme that caused the company's eventual $22 million collapse.
Court transcripts from the trial of Canadian George Georgiou, who was ultimately convicted of securities fraud, record Bahamian financial services executive, Robert Dunkley, a former investment advisor at Caledonia Corporate Management, disclosing that the broker/dealer had used client assets as collateral/security for the activities of other clients for some two-and-a-half years.
Under cross-examination by Georgiou's attorneys, Mr Dunkley confirmed that all Caledonia clients' money was sitting in one Omnibus account at the company's Canadian correspondent broker, Jitney.
"That enabled Caledonia to use other clients' money for reasons having nothing to do with those clients' wishes, correct?" Georgiou's attorneys asked.....
Earlier in the trial, under examination by US government attorneys, Mr Dunkley gave details about how all Caledonia client assets came to be sitting in just one account belonging to its Canadian correspondent broker.
"You know, just about all of our clients were good, honest, decent individuals, operating accounts...."
Tribune Business revealed last week how Georgiou and his alleged co-conspirators, including supposed Canadian "mobster" Vince deRosa, repeatedly promised Caledonia that they would infuse more cash or stocks into the account to cover the expanding deficit that was occurring as a result of their 'margin' trading and 'short selling' strategies. However, none of these promises ever became reality.....
Asked what happened to Caledonia and the Omnibus account, Mr. Dunkley told the US court: "It went into ruin. If clients get..... you know, some made out not too badly, others have lost everything. I mean, that is the doom and gloom of it......"
.....The trial transcript provides a fascinating insight into how Georgiou was able to defraud not just Caledonia but a total of three Bahamian broker/dealers, one of which is a subsidiary of a Bahamas International Securities Exchange (BISX) listed company.
Posted 4 December 2015, 3:18 p.m. Suggest removal
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