Bank in Havana Faces Criticism for Poor Customer Service: Only 25 Customers Served in Seven Hours

A branch of the Banco Metropolitano in Havana has come under fire after reportedly serving just 25 customers over a span of seven hours this Thursday. This citizen complaint highlights the restrictions and poor treatment faced by individuals trying to access their funds.

The incident occurred at the branch located at the corner of Prado, Ánimas, and Virtudes in Old Havana. According to a Facebook post by the page "La Cuba real," the bank claimed that the sole employee available at the teller was unwell.

The complaint sarcastically pointed out the frequent interruptions throughout the day, including bathroom breaks, smoke breaks, snacks, lunch, and even time to "chat and relax," as handling money is "stressful."

Allegations of Preferential Treatment

A particularly serious accusation involves alleged preferential treatment within the branch. The report claimed that for every two regular customers served, 10 to 12 people associated with the bank were prioritized, justified by the need for the teller to also handle commercial transactions.

"Only 25 people from 8:30 am to 3:30 pm? That's how it was—the 25th customer was served exactly at 3:30," the page wrote, questioning the conditions imposed on users and asking how long they would have to endure such situations.

Recurring Issues and Broader Concerns

This is not the first complaint against this branch. Last week, "La Cuba real" reported that the bank had sent customers home due to an alleged server crash. The connection reportedly returned shortly after the arrival of a state media journalist, without any technician being present to fix the issue.

Comments on the new complaint indicate similar problems in other Havana branches. One citizen noted that the bank at Belascoaín and San Rafael typically has only one teller, while another criticized that the office at Línea and Paseo does not serve the general public even when the counters are empty.

There were also complaints about the Havana del Este branch, where users claimed that excuses like lack of water or connection were used to limit services and prioritize others.

Systemic Problems and Economic Strain

Some commenters attributed the shortage of workers to low wages in the state sector and the workforce moving to private microenterprises. "Who would work there without lunch or basic conditions, let alone the salary? Everyone's in microenterprises counting good money," one internet user remarked.

Another individual blamed the Central Bank of Cuba and criticized the institutional rhetoric about the dedication of bank employees, while deficiencies in public service persist.

The decline in service quality follows the mandatory banking policy implemented in August 2023, which shifted many salary and pension transactions to cards and electronic channels without the infrastructure to meet user needs.

In June, Banco Metropolitano reduced the withdrawal limit per transaction from 5,000 to 3,000 pesos and suspended digital appointment scheduling. By then, more than 60% of its ATMs in Havana were out of service.

The following month, the Central Bank of Cuba indefinitely lifted the 5,000 Cuban peso limit for cash transactions between economic actors.

The cash shortage has even forced reliance on private businesses to ensure pension payments. In Guantánamo, 113 establishments took on this task for over 3,000 retirees, in a scheme that authorities aimed to extend to 70% of the province's pensioners. This alternative underscores the state's struggles to ensure such basic operations as benefit payments.