Long Wait Times on MCB Hotline Frustrate Customers

Mauritius Commercial Bank (MCB) customers have been increasingly frustrated by the long wait times experienced when trying to reach the bank’s hotline. “Please hold, an agent will take your call shortly,” is the message many customers hear as they wait, often for extended periods, leading to growing dissatisfaction.

The MCB hotline has come under fire on social media platforms, where numerous clients have expressed their discontent.

While the bank’s website claiming, “We’re available 24/7 to assist with any queries,” the reality is proving to be quite different.

Many customers find it exceedingly difficult to get through to an agent, regardless of the time of day.

One customer voiced their frustration on social media, stating, “Your hotline claims to be 24/7, but at 9 PM, I called and waited for half an hour, only to be left with no one answering.”

The Défi Quotidien attempted to contact the hotline multiple times on December 2 but was unsuccessful.

Another customer reported trying to reach an agent for five consecutive days without any luck.

In response to the complaints, the bank’s official Facebook page offered an apology for the inconvenience and encouraged dissatisfied customers to send their contact details via private message for assistance.

However, many customers are remaining skeptical and question the value of having a hotline if it is unresponsive.

In addition to the hotline issues, some clients faced obstacles while using other banking services.

On the morning of December 2, multiple users reported being unable to perform transactions through internet banking.

“I wanted to make a money transfer. I tried, but it didn’t work. When I called the hotline, I was put on hold, but no one ever answered,” shared one frustrated customer.

Despite these issues, online banking remains a popular choice among many clients.

According to data from the Bank of Mauritius, internet banking transactions amounted to Rs 701 million in September.

The total number of banking and mobile payment services transacted in September 2024 reached over 9.4 million.

The festive season is likely to further impact these figures, as mobile transaction values surged from Rs 14 billion in December 2022 to Rs 21 billion during the same period in 2023.

As the demand for banking services grows during this busy time, the need for MCB to improve their customer service, particularly through their hotline, has never been more critical.

Source: Defi Media