Askari Bank and the mystery of ATM's safaid perchi

This is the correspondence I had with Askari Bank following some incidents I faced due to them. The exact replies of the bank have been omitted.

First Mail :

Although it was never unclear to me that Askari Bank holds an unprecedented image of unprofessional-ism and sheer ignorance towards anything known as customer satisfaction since the first day I visited to open an account was quite an experience, the latest episode that I have been a victim to speaks volumes about the height of lunacy this bank is bent upon doing.  Since the disappointment is not limited to just one issue, I would need to break it down into points : 

1.       I had the unfortunate incident of using this bank’s ATM, which although I completely agree was a mistake on my part to approach an ATM of this bank again, since just before the machine was about to handover the cash the UPS died and so did the machine, after which I waited for quite some time for electricity to be restored so that I can know what might happen with the transaction since my card was in it and the SMS for the transaction being completed received on my cell phone without any cash being delivered. When the electricity was restored it solved one mystery for me i.e. why are so many blank slips littered on the floor since the machine did give me a properly printed slip after a successful transaction which I did before this one. Whenever the UPS and machine died, the card and cash of the customer are withheld when it restarts and it only gives out a blank slip hence the huge number of slips on the floor equals the number of people who would go through the ordeal of blocking their cards on phone, visiting a branch in office timings which might not be a really easy job for most since I have not even visited the branch of my main bank for years since the day I opened my account as the world has progressed to better solutions expect one bank i.e. Askari Bank 

2.       After the card and cash was captured by the useless machine, I used the phone inside the ATM cabin to contact the help center only to be told that the number has been changed, on asking why this is still active I was told that this one is now used to inform customers about the new number. What is the point of installing a phone inside the ATM which connects to a line which is not correct ? Sorry my mistake, this is Askari bank we are talking about here 

3.       I decided to mail the branch responsible for causing this misery to the people and is surely least interested about solving it because if so many people are facing this complain then they would have thought about it yet, even the barber I was visiting warned me against using this machine saying that it’s UPS does not work and it takes ages for it to become live again and I wish I could have taken him seriously. But I came to know that since it’s askari bank, they do not have email addresses of braches mentioned at the website since it’s too advanced, phones would do for another decade or so at Askari. The machine being used is installed at Fizaya Housing Scheme and comes under the supervision of this branch 
 

19. CHATTRI CHOWK, RAWALPINDI
City: Rawalpindi Branch Code : 0182 Manager: 051-9268197 Manager (Ops) : 051-9268199 PABX #: 051-9268198 Fax No: 051-9268195 Address : Chattri Chowk, Near Khanna Pull, Islamabad Highway, Rawalpindi.

Apart from this heart winning experience, I have had many more incidents at this amazing bank leaving great memories : 

4.       I was given a note completely torn apart in two and then re-taped from the ATM of F-11 branch of an amazing bank, yes the Askari bank which although was changed when I went to the cashier and asked him who would accept this gift handed over to me by your ATM but I was in luck because it was bank timings, not the best use of an ATM though and who would have replaced it if I came next day 

5.       On losing my wallet once which contained two blank cheques which I needed to be blocked, one of it was done on phone by one bank but the other one required a visit to the branch and an application of the style in which students request their headmaster for a day’s leave, any guess which bank would that be ? 

6.       After being a customer for seven years, the bank was not even courteous enough to hand over new notes near Eid, not just on one instance but on repeat visits. But again for a bank which cannot care less about very important issues, what on earth is courtesy worth ? Foolish me 

7.       I changed my primary bank to the one which has always exceeded my expectations some five years back and have never looked back towards Askari bank for any of my basic banking needs and only used it as a backup, but now I am realizing that even this is a very dangerous proposition for me and it is time to look away for a safer backup option. This third rate institution would continue to prove its ability to surpass all barriers when it comes to bringing itself a bad reputation and I really hope it dies its really deserved financial death soon. 

RIP in advance 

Also, I find the so called vision of this bank "to be the bank of first choice in the region" highly amusing. Firstly because whoever came with this line lacked imagination and secondly because even if all the other banks in this country stopped operating the people would prefer keeping money in their pillows then risking any business with this joke of a bank. I would make sure that everyone in my social circle does one thing when they see the logo of this bank......... run away and never look back 

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Second Mail :

Since no organization takes weeks to reply an email, suspecting that even the email server of this third rate company also does not work so adding the web manager also.

To add insult to injury, the useless branch of this utterly pathetic company is situated in an area where general public is not allowed so they are inaccessible to the people being humiliated due to the incompetency and un-professionalism of these stooges. Surprised how this clown house is still afloat

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First Reply :

A one liner, asking for my number.

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Third Mail :

Hi X,

I believe the issues have been explained clearly descriptively in the mail below, if it is repetition on phone that is required to still understand the problem and know the stance of your bank on it then I find it surprising.

X 

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Fourth Mail :

The website of this miraculously alive house of cards says :

In case of any ATM operational issue, please contact:
2.		Manager - ATM Management (Alternate Delivery Channels Division)	ASD@askaribank.com.pk

but in case someone actually uses the mentioned email address the auto reply received is :

The message was not delivered to asd@askaribank.com.pk because it's not authorized to send mails to this group (Exact reply omitted)

Even my free email service is intelligent enough to classify the email properly :

From:	Postmaster@askaribank.com.pk Microsoft SmartScreen classified this message as junk.
Sent:	Monday, XXX
To:	XXX (xxx@outlook.com)

This bank really is a source of entertainment and should start it's own comedy program with the theme "this is how we operate"

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Second Reply :

Again a one liner, asking me that my reply is awaited

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Fifth Mail :

Dear Mr X,

Then I believe you need to check your email more often and with more concentration, let me forward you the two emails I have sent after you bestowed the courtesy to send me the reply which was a bit hard to digest provided the immensely incorrect use of the language and the absence of any stance on the issues forwarded. 

X                                               

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Third Reply :

Guess what, another one liner again asking for my contact number.

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Sixth Mail :

Dear Askari Bank representative,

Although I think I cleared my stance very clearly before "I believe the issues have been explained clearly descriptively in the mail below, if it is repetition on phone that is required to still understand the problem and know the stance of your bank on it then I find it surprising.", since I have the monitory body also in the loop of the original email I a looking forward to getting the official stance of the bank on the issues presented. A verbal discussion holds no value specially when one of the stakeholders i.e. me in this case has zero confidence on the organization being addressed. 

So I do not think that a verbal discussion would address any of my concerns, your company's reply on them is still awaited in written.

Regards,

X

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Fourth Reply :

Well they finally thought of replying properly this time, offering apologies for the inconvenience faced and a somewhat better stance on the issues faced.

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Seventh Mail:

Dear X,

Thanks for the clarification, the criticism if taken positively can be utilized in improving the services since I believe I have put forward many loopholes which should have been unearthed by the quality assurance team of the bank. The last problem I faced is being looked into by the other bank since the card captured was not Askari bank's and it is being resolved. 

By mentioning the list of issues I have been facing before, there is nothing the bank can do to resolve them now and can be utilized to improve on their services afterwards for all customers

Regards,

X

Vehicle verification services in Pakistan, and the risks that remain

There are many factors which need to be considered when buying a used vehicle which include the mechanical worthiness, appropriate price, originality of the paintwork etc. But there is one thing which holds more importance than any of these and can land you in the greatest of troubles, i.e. the legal issues associated with the vehicle. Mechanical / body repairs and paying somewhat higher than the market price would not cost you the money and mental torture which would be faced if you get a car that has some legal glitches associated with it; you might face serious consequences which you would have never thought of just because of an incorrect purchase.

In case a citizen wants to perform some verification of a used vehicle in this land, there are many ways introduced now and utilizing them can be a good approach to save yourself from many serious consequences to some extent.  You can begin with the easiest one which requires only sending a SMS on specific numbers depending upon the registration city of the vehicle and you would get an auto reply confirming whether the car is clear or not, or entering the registration number on the authority’s website will give you the details of the vehicle as per their record. Although both of these methods would not work for most of the vehicles since the data is not updated and there are also many discrepancies like the color of the vehicle is generally incorrect. 

Punjab:

Just send vehicle’s registration number to 9966 and you will receive one text SMS by Punjab Excise and Taxation department, the charges are only Rs. 1.50 per SMS. For any more information about this service one can call on the number 08009966.

For online verification http://excise-punjab.gov.pk/SearchVehicle.aspx

Sindh:

General public or anyone can get the information about the crime record of any vehicle by dialing the following numbers given by Anti Car Lifting Cell as per the Sindh Police website (http://www.sindhpolice.gov.pk/)

021-99205000, 021-99205683, 0322-2707213

For online verification http://www.excise.gos.pk/index.php?option=com_wrapper&view=wrapper&Itemid=84

KPK:

For online verification http://www.kpexcise.gov.pk/mvrecords/

Islamabad (Found nonfunctional):

To check you just need to type cno (not case sensitive ,cno means chassis number ) then give single space and type full chassis no without - or space in between. For example cno abc112233 and send to 8521.

For Punjab and KPK the easiest link to remember would be to visit pakwheels and click on the vehicle verification link http://www.pakwheels.com/registration-info

After this initial and least hectic process, the next thing you can do it so visit the offices of some authorities for different kind of verification and get a card / certificate that the car is clear as per their record.

• Criminal record: The offices of 15, CIA or ACLC depending on the region can be visited for checking whether the car was involved in any criminal activities, a card / certificate would be issued ascertaining that this verification was performed.
• Laboratory test : A chemical examination can also be performed at the offices of concerned authorities to verify if the chassis and engine numbers are genuine or tempered
• Ownership and dues : The file of the car if maintained at Excise and taxation Office (since at some regions the owner can take the file permanently) can be checked in order to verify the actual ownership of the car in their records and other details maintained at the office like tax and token payments. A copy of FIR against the vehicle might also be placed in the file in case the complainant made the effort to reach the office, this might even be missed in other databases and present here.
• Post office: The token payments can be verified if they are authentic or not by visiting the relevant post office where the payments were supposedly done, occurrences of fake stamps are more common than what you would imagine. 

Now that you are done with whatever you could have performed to ensure that the vehicle you intend to buy is clear from any legal issues, rest assured that the risks are still there. Because the data maintained by all these authorities is neither up to date nor do they take responsibility of ensuring that it was clear till a specific date or all across the country. Mostly the details of offences lodged at some police station e.g. Tando Adam Khan or Burewala would not be present in any of the databases maintained by any authority, until some day that it pops up somewhere and you are stopped unexpectedly because a decade back some offence was done on this vehicle and it didn't come to surface till now. 

The authorities add a disclaimer on every legal document that they do not own any kind of responsibility and that the purchaser is the one who is bearing the risk of this purchase. The card / certificate contains disclaimers like "as per the computer record of x city" and "not valid for court of law" and the excise office adds "transfer of purchaser risk" to the registration book while transferring the ownership of the vehicle. If at any point in time some problem comes to light about the vehicle then you would be the one who has to bear the brunt of it, and the only benefit of performing all those verifications would be that you can claim in the court of law that “due diligence was performed while making the purchase”. The actual owner as per the legal record would still get the vehicle back if there is an ownership dispute and you would be left

only with the sigh of relief that you were not dragged into a legal case as a criminal. Sitting in the office of an authority as owner of a vehicle labeled as stolen or wanted in a case is not a “pleasant experience” and one should be prepared to arrange a lawyer and terms such as “zamanat” and "superdari" would become much more familiar.

One additional legal protection that one must take is to get a stamp paper written clearly mentioning the date before which the previous owner is responsible for all kinds of legal issues and after which the new owner would be held accountable, this is also a protection for the previous owner as his name would be appearing in the records if the car is not transferred in time. Even a difference of some days makes a huge difference in legal terms and it is an essential step from this point of view.

A very common practice is that all the verification procedures are done as far as paperwork is concerned but if the car’s chassis or engine number is tampered with then you might be checking the legality of a car which was clear but the specific one that you have is not even that car. In some instances even the chassis number is original, its the whole plate that has been welded end to end. There have been instances where even the registration number of a car when verified comes out to be allotted to a bike, so again just getting a paper that the record is clear does not tell the whole story nor does it absolve you of any responsibility.

Although this paints a very horrific picture of how risky a vehicle purchase is in actual, running away from the facts does not do any good. Whenever you own a vehicle and even if you sell it, you become a part of the chain of ownerships over its lifetime and you can be contacted years after you even forgot you ever owned such a vehicle with an issue which might turn out to be a serious problem. There are reasons why people run away from vehicles having authentic but duplicate registration books; even some other things that are not actual issues become a matter of suspicion like the ownership record of a vehicle registered in Lahore might not be updated in Lahore office when its ownership was transferred following all the requirements in Rawalpindi excise office.

Apart from these unfortunate realities, there is yet another problem which many people have to face while performing the “due diligence” which would not save them from any surprises that might occur in future rather can land them into totally ridiculous situations. The reason is the inefficiency and corruption within the authorities which while transferring the entire risk to the citizens also cause them further inconveniences by telling them that the vehicle is stolen or required in a case when it is not so. After being pressurized from police and running around while spending quite an amount (going where you can well imagine because the official offering you assistance will have to bear some “expenses” for rendering this favor) for verifying what the actual facts are, it would come to light that the record was incorrect like the chassis number of a stolen car in a FIR was different and was entered incorrectly as the one your vehicle had leading to all this hassle. This again is not as rare as one might think and may people have faced this “service” by those who do not own any risk even after delivering such an exceptional facility.

So knowing all this, the greatest favor you can do yourself is to be as vigilant as you can be when buying a used vehicle. Since at the end of the day the state would hold you responsible for the thing in your possession and you would have nowhere to run if things get ugly, the sheer incompetence of the authorities which are even charging you for the useless verification would offer you no help rather only aggravate the problems by trying to pressurize you into bribing them also while proving yourself innocent. The officials in these institutions are mostly found to be a part of this illegal car business racket and would have taken care of these issues easily if they genuinely wished to. So purchase vehicles from people you can get in contact with later and which do not have too many previous owners, get the proper stamp papers signed and all verification done so that you have the proper paperwork available against all possibilities, and then pray that things remain fine.  Be prepared, because ignorance is not an excuse.

(For ideas about which topics should be covered in future blogs, post them in the comments section)