Most banks in the country want to catch their customers young — a desirable objective, given India’s young demographic profile. But in the process of welcoming the young, banks are overlooking the needs of older customers. According to SBI’s annual report of last fiscal (2012-13), of its 286 lakh savings bank accounts, 34.7 lakh were pension accounts. Some bankers, especially at the senior level, are considerate and treat the aged with respect. But they are a vanishing tribe who would be retiring soon.
Narrating his bitter experience, Jayaram, a former Central Government employee, said: “When I went to collect my pension from the branch of a public sector bank in Mangalore, a staff member asked for my PAN (Permanent Account Number). It would have been nice if it had stopped at that, but the person went on to say rudely that my pension would be withheld if I did not produce my PAN card.” An obviously pained septuagenarian felt that the staff could have been more polite. For Ramakrishna Rao (81), also from Mangalore, the experience was no better. “After a couple of minutes, I approached the desk for help, not seeking preferential treatment but explained my age-related issues and he was considerate. If I hadn’t done that, I would have stood in the queue at the cost of my health.”
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