are you for real Bank MANDIRI?

Something so simple can be complicated if there is no effective communication applied.

So this is what really happen. I was being asked by my father to pay his 2 (two) credit card's number in Mandiri Bank.

At first, I thought, I could pay using other Bank ATM (by transfer), but when I tried the ATM BCA, turns out we cannot pay Mandiri Credit Card thru BCA ATM (These after I called the BCA Customer Service and they had confirmed it). Moving on.

So I try the traditional way, prepare cash and going straight to the Bank Mandiri and pay directly to the teller. As arrived at the Bank, the security told me, for paying credit card, I need to fill a form, which like this:

 

 As you can see, and I wanna make myself clear, I'm just some normal customer, with average knowledge about Banking, If I need to fill a form like this, I would assume, I COULD write MORE THAN ONE credit card account number in one form. (okay I let you absorb this first, say if I'm wrong).

So I fill the form, go to the teller and when She read it, this is what happen:

Teller: Sorry mbak, you have to fill another form, one form is only for one credit card number.

Me: Oh really? So why are you providing 3 line to fill 3 card number in this form? if I'm not being logic, than maybe you could explain it to me?

Teller: Oh it because you pay with cash, so you will have to pay service charge for credit card payment Rp. 25.000/number. (not answering my earlier question)

Me: So when I pay Mandiri Credit Card to Bank Mandiri, I need still have to pay another Rp. 25.000/ bill? wow. 

Teller: Why don't you open a Mandiri Account? It will be easier and you only being charged Rp. 7.000/bill

Me: I'm not interested. Is it possible if I pay these credit card using ATM of other Bank beside Mandiri? I tried with BCA the other day, and it failed, I even called the BCA Customer Service, and they told me, that it's indeed cannot be done. 

Teller: Really? That's strange, you can pay this bills in ATM BCA.

(a customer service lady suddenly cut our conversation)

C.Service Lady: It's very possible. You can pay from BCA or other Bank.

Me: Are you absolutely sure. Because when I using the machine, there's no option of Bank Mandiri. 

C.Service Lady: It doesn't make sense (so I'm crazy now?), let's try now, you can use your BCA card and pay Mandiri Credit Card using Mandiri Machine, Let's try now

Me: Oh okay

C.Service Lady told the security to "teach" me how to pay Credit Card in the Mandiri Machine using BCA card

Security: Is this the first time mba?

Me: Just tell me what to do.

Security: press the "Other transaction" "Transfer" "push the Credit card number" "how much you wanna pay"

After I tried all of the step he gave me, there's a "The transaction cannot be done" warning, appear.

Security to the customer service lady: Mam, it won't work

Customer service lady: So sorry mbak. We don't know. Maybe you want to make a Mandiri Account?

Me: I don't WANT to make an account! I just want to pay this bill

(so I go straight to the teller)

Me: Give me another form, since it needs to be separated RIGHT?

Teller: No It's okay mbak.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
Jeff Bezos, CEO Amazon.com

location: Bank Mandiri Cabang Pasar Kenari