Waited in line 1:42 minutes always same thing one person or two in customer service 🤦🏻‍♀️🤦🏻‍♀️🤦🏻‍♀️

I want to share my experience at this branch of Banco de Reservas in the Dominican Republic. Unfortunately, the wait time was terrible. There were approximately 30 people in line and only two or three tellers available. No one was guiding customers or informing them about the estimated wait time. We had to wait in line for over an hour while one of the tellers kept going in and out to perform administrative tasks in the back, instead of serving customers. There was no communication, no sense of urgency, and no efficiency. Furthermore, the attitude of some tellers was not the most appropriate. I understand that I am in another country and that processes may vary, but hospitality, organization, and respect for the customer's time should be a priority in any banking institution. My experience was very negative, and they definitely need to improve their customer service. As a bank manager in New York City, where we serve large volumes of customers daily, I fully understand what it's like to manage crowds. That's precisely why I believe there needs to be more organization, better communication, and a greater focus on the customer experience. Regardless of the country, hospitality, respect for the customer's time, and operational efficiency should be priorities in any banking institution.

I had a very disappointing experience at this branch. I waited in line for over an hour simply to make a deposit. I understand it was lunchtime, but there needs to be better planning to cover those times, especially considering that customers make the effort to travel to the branch for basic transactions. What was most frustrating was the complete lack of urgency and communication from the staff. No one greeted me upon entering, no one acknowledged the customers in line, and no one offered any explanation for the delay. Meanwhile, some employees were chatting in the back while a long line of people waited. The impression one gets is that the customer's time is not a priority. As a branch manager at an institution in the United States, I can say with complete certainty that this has been one of the worst customer service experiences I have ever witnessed at a bank. Customer service begins with acknowledging the customer's presence, showing empathy, and working with a sense of urgency, especially when the wait exceeds an hour for a transaction as simple as a deposit. The wait experience was, frankly, terrible. No communication, no empathy, and no efficiency. Very disappointing.

Customer service is truly awful. They should improve not only their virtual "agents" but also the fact that only some people can receive help by phone, as it's not only difficult to contact someone when needed, but they also make absolutely no effort to help you.

Close the drive-through bank; I waited 30 minutes for someone else to complete a transaction. I've been to many banks and none of them have done anything like this.