21st Sep 2017

Congratulating you for using ATMs is downright patronising

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Congratulating you for using ATMs is downright patronising
Kaye Fallick

Are you tired of organisations congratulating you for being able to use technology? YourLifeChoices certainly is. The latest to patronise older Australians is the Commonwealth Bank. On Tuesday, it breathlessly reported that 50 per cent of customers over the age of 65 use ATMs.

Pardon our French, but no shit Sherlock! Of course many over 65s use ATMs. That’s because the banks have forced us to, with branch closures and long teller queues. It has nothing to do with customer preference and everything to do with the bank’s bottom line.

In addition, the CommBank reports, one in four customers aged over 65 now banks digitally. Of course they do – because they have been forced to and, yes, they know how to.

According to CommBank’s General Manager Retail Sales Strategy and Projects, Anna Mankiewicz, research indicates “a clear shift away from over-the-counter transactions … despite industry research showing age is still a key factor in people’s ability to use and keep up with technology”.



Seriously? So, the CommBank is there to help, apparently. Says Ms Mankiewicz: “As one of Australia’s largest, customer-facing institutions with a big branch network, our teams have a role to play in guiding and supporting older consumers to keep up with technology, so they can maintain their independence when managing their finances and have the ability to bank with us when it is convenient for them, not just during branch operating hours.”

Talk about putting lipstick on a pig. Banks are continuing to cut staff and services in order to reduce costs – that’s a fact. They then tell us they are there to help us master the new technologies they have forced us to adopt. We are not intellectually impaired – we get these technologies already, thanks.

And isn’t it the ultimate irony, that a bank currently under investigation for not being able to control its own ATM deposits (think money laundering) is trumpeting its ability to ‘guide and support older consumers to keep up with technology’?

Really? It would be funny if it wasn’t so patronising.

What do you think?

Related articles:
Are you a CBA scandal victim?
How will the CBA share slide affect your super?
CBA to block executive bonuses





COMMENTS

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MjP
22nd Sep 2017
10:34am
I prefer to deal with people rather than technology when visiting a branch to deposit cash (I do most of my banking online), also if you use an ATM you don't get access to your deposited money until the next day, whereas if you deposit it with a teller your money is immediately available.
Hobbit
22nd Sep 2017
10:43am
I'm tired of this constant suggestion that only young people can use/understand technology. Don't they realise it was our generation that invented/developed/refined computers/mobile phones and apps. Also, I strike a large number of young people who use technology frequently, but badly because they don't actually understand it. They are just winging their way through, relying on the technology to fix their errors.
Not Senile Yet!
22nd Sep 2017
11:16am
Not only are we savvy with technology...we also get that our Govt. is adopting/copying faile American Policies cos they are incapable of creating their own!
More than half of Company Policies are illegal under Oz Law....but the Companies quote policy like its Law!
Welcome to the New Oz!
Americanised by Corp Politics...25% Foreign owned...when Multi million dollar Corporations pay no tax and get subsidised by the tax payers!
john
22nd Sep 2017
11:17am
Modern technology is great, in some cases. Sometimes you need to speak to a human being. Go into a commonwealth bank and some staffer standing by comes to you in a line and says could you follow me and they begin to show you how to withdraw or deposit in their "In the Wall" machine in the foyer.
I tend to get a little annoyed , I don't visit the bank much, but this is over kill, and I actually refused last time , and said its all well and good to have polite people coming up to you, but I do not want to mess around with a machine right now.
As for patronising people ? Let me tell you, my Dad, not with us now, but he was using ATM's when he was in his eighties right up to nearly 98 years old, so get off the grass Commonwealth Bank, and see to your own problems , some illegal I guess!
Charlie
22nd Sep 2017
12:00pm
The Commonwealth bank just changed the ATM screen layout, so I am not happy with that.
The NAB just closed down two ATM's that I walk past every morning.
Bank of Queensland just closed a branch I walk past every morning.
I don't like the credit system for any of the banks because the readout gives company names and not actual names, also the purchases are never displayed in the exact order in which they were made. So I use cash for daily transactions.
Nope not happy with the banks..
George
22nd Sep 2017
10:37pm
Agree the new screens of CBA are more tedious and slow in responding.
Also, noticed 2 CBA ATMs in our area have been removed, although this is a high population area near trains. It's all about reducing their costs and for more bonuses for CEOs.
Miranda
22nd Sep 2017
12:12pm
Well said, Kaye. I have never forgiven CommBank's callous treatment of us when applying for a mortgage in the 80s. We've been with the ANZ for many years now and their attitude couldn't be more different.
Tommo
22nd Sep 2017
8:20pm
Wow Miranda, well done with the ANZ - the Traralgon branch told us that we HAD to deposit cheques in the ATM, they would not accept over the counter. Despite expressing our concern and the fact we had been banking with them for ALL our finances for 40 years we were told in so many words - tough. The regional manager even said he would be in Traralgon and discuss with my wife and I - I believe that after 3 years he is still finding his way to Traralgon - no problems, all fixed, we moved our finances to the NAB.
moke
23rd Sep 2017
3:50pm
The BANKS can have it I wanted to buy a Motor Vehicle and All banks and a Credit business insisted that my partner had to apply and sign also. I then went to a CREDIT UNION and not problems I applied and the next day the finance was there just for me. Also When a friends mother was in a rental property they went to their bank to do a direct debit, OK that would cost $9.00 because they would have to do a cheque they also went to a credit union and no charge and no problems. So why bother with the money makers that is all they want to do. Gone are the days when the bank was there to help.
Puglet
22nd Sep 2017
12:18pm
I’m probably more skilled than most bank staff in the use of technologies used in banking. I rarely go into a bank or use an ATM. I refuse to deal with ‘Mary’ who expects me to tell her my name, address, mobile number and all my banking details before she’ll speak to me. I once tried to complain about Mary only to find there were 5 in my branch. If the banks were serious about ATMs and online banking they’d do much more to help those who lack the skills or can no longer see or press keys because of disabilities. I read that a bank is developing an app for people with early dementia who have trouble remember PINs etc.
Triss
22nd Sep 2017
12:18pm
Many folk don't carry cash at all so when their tap and go card doesn't work or the ATM is down everything stops.
I don't like technology, I have worries about how it's going to redesign and chew up my brain after I've contracted it out it to Google, Facebook and all the rest. Yes, I use ATM and online banking because I've been pushed into it but I get a guilty feeling that I'll be the cause of someone losing their job.
We used to be quite happy to meet and interact with a few good, reliable friends but now our young define themselves on how many 'friends' they have on Facebook, even though they've never met most of them or spoken face to face. Not good.
floss
22nd Sep 2017
12:19pm
The new CB. ATM. screens are not really user friendly,as the screen gets dirty as touch screens do they are becoming hard to read.In some cases the sun light shining on the screen can be a problem.Change for the sake of change me thinks.
Triss
22nd Sep 2017
12:35pm
I should think there's are every germ known to man on the keyboard as well. Never touch your face or your eyes after you've touched one of those.
FrankC
22nd Sep 2017
4:38pm
Not so long ago ,I entered my wife's Westpac debit MasterCard into the ATM slot, and all the options came up in Vietnamese, at least that's what I think it was, could have been any of the asian languages. After complaints about that it was eventually changed to English, though it took a few months. If you can't read English, you shouldn't be using an ATM for banking.
ex PS
23rd Sep 2017
10:30am
My wife and I like to travel, we use ATM facilities all the time, thank god that we don't have to speak French or Italian or whatever when getting cash out when travelling overseas.
Tib
22nd Sep 2017
12:24pm
I prefer Internet banking. I have had problems with bank tellers who can't count. Besides I don't like waiting in line or driving to banks I have better things to do. I don't use ATMs because I normally pick up some cash at woollies when I do my shopping. If I talk to a bank it's because I really have to. Trust me I try to avoid it.
minnie orb
22nd Sep 2017
12:28pm
one reason I am banking with another Bank. I have never liked their slogans and advertising, even 30 years ago!
Polly Esther
22nd Sep 2017
12:59pm
Unfortunately it's either a bank or a jar hidden somewhere safe. Then you can't recall where you hid the jar. I'm talking about myself here, and as for banks you may get more satisfaction from choosing a river, bank that is.
I just took a bex and feel a little better now, thankyou.
Tib
22nd Sep 2017
1:01pm
I have been surprised at some of the behaviour of some of the younger staff at my local branch. Trying to con me into some of their less savoury products, trying to deny me interest until I forced the issue and was compensated. I get a sense that they think they can pull the wool over your eyes because your older and I suspect they get away with it often enough.
Raphael
22nd Sep 2017
2:18pm
Great to see CBA helping seniors with technology
Well done CBA
Tib
22nd Sep 2017
2:39pm
Ha ha Raphael , and if they find you are a little slow and can't understand technology , wow have they got an investment opportunity for you. ;)
Raphael
22nd Sep 2017
3:22pm
I don't need help Tib
Worked with technology all my life
It's for those who never had the experience or exposure

I don't invest in anything I don't understand

So it's only real estate , ETF's , super and individual shares for me
Tib
22nd Sep 2017
3:29pm
I wasn't suggesting you are a little slow. I was suggesting it might be a good sales strategy to identify people slow enough to buy into some of their overpriced under achieving products. No personal insult intended.
Raphael
22nd Sep 2017
3:42pm
I don't believe CBA or NAB are that unscrupulous . There's are dishonest people in every industry
When these people are found out they are dealt with by the bank and by the law
I wish people would stop bagging our finest corporations
Tib
22nd Sep 2017
3:51pm
We will have to agree to disagree on this one. I have found little to admire in our banks. I myself have have had some business dealings with banks that may not be considered illegal by the banks but I have found their behaviour immoral. So I do not consider them our finest corporations far from it.
Raphael
22nd Sep 2017
3:54pm
Ok
You may disagree
But as usual you're wrong
Lefties usually are :)
DrPolymath
22nd Sep 2017
4:15pm
"But as usual you're wrong
Lefties usually are"

Well, Rightards are *always* wrong.
Roby
22nd Sep 2017
4:36pm
Commonwealth Bank now theres a bank where can you buy a share for $5.50 and it is now worth $70.00 more in a few short years.
Tib
22nd Sep 2017
8:29pm
You're right lefties are sometimes wrong. But I'm never wrong. ;)
Tabbygirl
22nd Sep 2017
2:48pm
I accompanied my Mother into the CBA yesterday and had to wait in the queue with 1 teller operating. 2 bank consultants were manning the front reception area with all customers in the queue or in chairs waiting to be attended to. When asked if they could have another teller opened they refused as they were on reception duties (chatting to each other) ready to pounce on the next unsuspecting victim with their sales pitch. You also have to practically beg them to count the cash to you - their normal reply is 'the machine does it for you'. Just give me quality customer service. (ex Bank Officer from the '70s & '80s)
Raphael
22nd Sep 2017
3:23pm
Tabby
The machine really does it for you
So why not just use it ?
Tommo
22nd Sep 2017
8:26pm
Raphael - What an idiot, not everybody is as intelligent ( or obnoxious ) as you.
Roby
22nd Sep 2017
9:23pm
Hey Tommo another left wing loser where do get our pension from the bank you fool ?
Bob
22nd Sep 2017
3:27pm
You forgot to mention that us oldies do not even qualify for a written statement anymore, unless we pay up. So which ever way we go we lose out while these parasites keep raking in more and more profit.
The service that these banks supply is great according to CommBank’s General Manager Retail Sales Strategy and Projects, Anna Mankiewicz, I wonder if she knows what "mankie" means in Scotland.
Raphael
22nd Sep 2017
3:39pm
Why do you still want a paper statement Bob ?

Looks this is not just with banks - all businesses and governments are doing it

I simply don't understand why so many on here want to live in the 19th century
ex PS
23rd Sep 2017
10:35am
Why should anyone have to invest in a computer and a printer just to find out how much they have in their own accounts? It is not about keeping up with technology, it is about a service provider actually providing a service.
It is tantamount to a Hotel taking your money for a room and then providing you with a mop and bucket and telling you to clean out the room before you can use it. If you don't want to provide a service, don'y charge people.
Raphael
24th Sep 2017
3:36pm
Silly analogy PS

Even hotels these days send your bill to your email address upon checkout

Its environmentally irresponsible to be sending out paper bills and statements in this day and age
In any case, why do you need to PRINT it. All you need to do is VIEW or DOWNLOAD to Excel or MYOB

Get with the 21st century ex PS - you lefties are still living in the last century
Hilily
22nd Sep 2017
3:55pm
Of course we use the ATMs, Internet banking etc. Not surprising as we were and are better educated, more experienced and completely sick of the in competence of the average bank employee who for some reason didn't manage to learn basic maths and wasn't socialized enough to know how to treat customers well. The less time I spend in banks the happier I am.
DrPolymath
22nd Sep 2017
4:12pm
The fact is, all banks are total bastards - always have been, always will be. And they're mates of the Li(e)beral Party scumbags...
Raphael
22nd Sep 2017
4:16pm
Bit over the top

Most people with no mortgage actually pay hardly any bank charges

What are you really complaining about

Just another rant against the liberal party
Roby
22nd Sep 2017
4:38pm
DR poly where does your pension go Oh is it a bank ?
NO doubt they hit you for big fees all the better for the shareholders.
floss
22nd Sep 2017
6:36pm
Recheck your facts on when the Comm. bank lifted from $5 to where it is now ,it was a long time as we had quiet a few at that price Roby.
Roby
22nd Sep 2017
7:45pm
I obviously bought at the right price and you are obviously a loser Floss never backed a winner in your life perhaps look at euthanasia we don't want people like you in Australia.
Pamiea
22nd Sep 2017
8:16pm
The Cwealth Bank should keep its mouth shut after their disgusting behaviour!!
Roby
22nd Sep 2017
9:26pm
Hey Paiea why don"t you buy shares in them might not need the pension instead of bludgeing on the country
Rae
23rd Sep 2017
9:16am
Totally agree. These people forget who built the damn machines and web. I still remember my first laptop bought in 1987. I had to learn computer language to talk to it.

Nice the Bank can employ programmers to write apps. Pity they can't follow risk procedures as well.

What I'd like is some pay for all the time spent online working for corporations.

And no I don't use internet banking because their security is patchy at best and whole teams are out there hacking away.

Besides which the best service I get is after flashing cash.
Rae
23rd Sep 2017
9:44am
I also haven't been inside my bank since around 1985 either. No need. Then again the few times a year I need to do business their phone staff are amazing.
Ductape
23rd Sep 2017
9:38am
I hate the new version ATMs currently being installed lately. The screen is as large as small TV with every instruction alluding to your transaction, highlighted in large bold letters so anyone within 4 metres of you can see exactly what ii is you're up to - including the amount of money you might be intending to withdraw. And the banks talk about security at ATM's? Give me a break!
Raphael
23rd Sep 2017
1:38pm
It's to help seniors and people with disability

They are excellent

Looks like some people just love bashing banks no matter what good they try and do for the public
Ductape
25th Sep 2017
7:20am
Bash a bank???? Get a life Raph. Even if it was possible to bash a bank, that would be better than getting bashed at an ATM.
ex PS
23rd Sep 2017
10:38am
Haven't used a Bank for thirty years, the Credit Union does all that I want and better, faster and more friendlier than any bank I have ever dealt with.
Ductape
23rd Sep 2017
11:56am
Yes - dead right ex! I'm the same. I just hope they don't make any move to join forces with some other financial institution - then turn themselves into a bank on the pretext of cutting costs or the rubbish excuse that they're helping their members!
auzie3136
24th Sep 2017
3:48pm
ex PS. Good one your absolutely right t5he banks could learn a lesson from Credit Unions and Member owned Banks.
whichbank
23rd Sep 2017
2:01pm
Which Bank doesnt have a 24 hour ATM in Ipswich, Qld CBD
Only one. CBA. CBD acessable 7 to 5 Mon to Fri.
Riverlink 7am to 9pm

Not GOOD ENOUGH Jan !!!!!
whichbank
23rd Sep 2017
2:08pm
Which Bank, The Commonwealth of course.
they hold up other customers who use new Deposit ATM's trying to teach elderly how to use them. Total waste of time
vinradio
23rd Sep 2017
3:33pm
I only contact the bank by phone when I have a problem, and only go into a branch when I have to deposit a cheque, which is rarely, but my bank staff have always been helpful.I do most of my banking online.
auzie3136
23rd Sep 2017
5:11pm
My Bank ANZ Croydon now has removewd all the seats so you have nowhere to sit even if you are unable to stand for long due to being injured or using a walking aid. They now also have some person asking in a very loud voice are you withdrawing etc allerting everybody that you will be carrying money when you leave giving anyone who has liking to steal.If you are an older person it makes it easy for theft of their money.
johninmelb
23rd Sep 2017
9:08pm
One of the major reasons for this is to get the "uneconomic" customers, and time-wasters out of the bank.

Every morning at 9.30am there used be a big crowd of, shall we say "mature" people waiting outside Comm Bank basically spinning their wheels (on their walkers) ready for the door to open. In they'd rush, and make a beeline for the tellers to draw out their $5 for the day and then spend 30 minutes telling the staff about their visit to the doctor yesterday, what the grandkids were doing etc etc. And they would do this almost every day, completely oblivious to the customers waiting in line behind them.

Anyone with more higher level banking to be done just got stuck in a queue and got more and more frustrated with the wasted time.

I notice the local Comm Bank has been on a campaign to train these people to use the ATM's and NOT come into the bank unless they want a home loan, insurance, or sign up for credit cards or loans. Not so many outside the bank now, I see them using the ATM's, or there is staff outside teaching people.

My ex-bank (ANZ) reduced the number of tellers to get the message across, only come in if you really really really need to talk to us about banking stuff, not your health problems.

Of course it is not only the banks that get the time wasters, they are everywhere, the doctor's surgery, the chemist, the checkouts at the supermarket, etc. And yes, I know - they are lonely.

Automation is being forced on us because some of us will not respect other people's time or ability to provide service to everyone. That is not the only reason of course, cost-cutting rears its ugly head all to often as well.

Personally I love internet banking etc. I can check my accounts every day, to make sure everything is correct, and I can jump on any anomaly immediately. I have learnt how to use the bank's app on my phone, and that make life so much easier. I am no expert, but I want things easy, and no hassles. I pay all my bills online, so much easier than traipsing round with cash and cheques and dealing with things the way we did 50 years ago. It is now 2017. The world has moved on.
auzie3136
24th Sep 2017
12:04pm
johnjnmelb...One of these days you maybe one of these people who you call timewasters. How do you know that they only draw out $5 for the day? I like many others go to draw out money for living expenses and bill paying just like any other person. I only go once a fortnight and have every right to do so. I also pay most of my bills online but some times it is not worth doing so because of the extra fees you pay. I have to pay one account through DEFT which charges $5 extra. I would rather wait behind a slow customer than a rude scruffy looking person who only cares about themselves.
Kaye Fallick
24th Sep 2017
1:14pm
wow John, I think the term 'time waster' is pretty cruel. I hope you don't end up isolated and lonely. For some people the supermarket and daily chores are the only interaction with other people and sharing conversation is a basic human need. I don't believe banks should solve all social problems, but do question why they spend millions upon millions in advertising telling us how much they care when they slash staff and force people out of their branches. Older people using mobility aides are not 'spinning their wheels' - they are getting around in the best way they can. and what is 'high level' banking anyway? Why should one customer's needs be considered to be a higher level than another's? If there is a low dollar withdrawal, that may constitute a high proportion of that person's income - so a relatively high transaction? Does everything have to be measured in dollars? Or is the customer relationship and satisfaction (as the advertising tells us) of paramount importance? the world does move on, but heaven help us when it moves past basic day to day social interaction and onto bottom line driven intolerance. kind rgds Kaye
Raphael
24th Sep 2017
3:11pm
Kaye
You miss the point
High value customers are ones who make the bank the most money
Banks can't be a babysitting service for seniors
If they are lonely in sure there's a park bench or community organization they can't go do their thing
Ductape
25th Sep 2017
7:16am
Raphael: It is incumbent upon everyone, including seniors who may also be pensioners, to have a bank account whether they want to or not. It's the only conduit available these days to receive the proceeds of a financial transaction/pension etc.

If the banks or yourself find fault with this, then tough. And banks should NEVER be allowed to charge a fee to deduct your own money from your account under these circumstances.

The last paragraph of your comment I don't follow!
Rae
25th Sep 2017
2:37pm
The bank was pretty happy to take that 17% interest from them when they were younger paying off houses. The big four need to be left behind for those mutual banks and credit unions that don't need to pay billions to shareholders.
Kaye Fallick
25th Sep 2017
3:41pm
Hi Raphael, I don't think i am missing the point. I have not seen much babysitting of seniors in my branches - quite the opposite. I don't view social interaction as babysitting?? It is two-way, not 'looking after' old people as though they are not capable of looking after themselves? And if every 'low value' customer withdraw their funds the gap would be noticeable - low balances, but volume. Kind rgds Kaye
Raphael
24th Sep 2017
3:08pm
CBA Is dropping the $2 ATM withdrawal fees .

Great news for everyone

When a bank does well and increases its efficiency costs will come down

Electricity prices could drop too if only the lefties allowed the private sector to Get on with business
Ductape
25th Sep 2017
7:31am
Great news for everyone is it Raph Like - they aren't somehow going to recoup the financial loss from this?

Geez - my bet is, you'll be first in line with a solution to regain the lost revenue at the next shareholder meeting!
dizzy
26th Sep 2017
12:01am
the most successful banks in the world are run by the english as they are the best thieves in the world
Spitfire
26th Sep 2017
9:22am
I'm 75 and have changed from CBA to ME a total on line banking organisation and 3.05% interest rate for savings.


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