Prestige gone

I have been operating an account for about 13 years at a reputed bank. In 2024, I was informed that my account had been upgraded to ‘prestige banking’. I started getting exceptional services as I did not have to wait for my turn or stand in a queue. In fact, if there was any waiting involved, there were comfortable sofas and complimentary tea/coffee. Life was good.

Recently, when I went to the said bank branch, I was told that my account was no more on ‘prestige banking’. When I asked about the reason behind the change, the officials had no clue at all. I was simply told to approach the helpline. All the helpline could do was to advise me to lodge a complaint. I wrote an email, but the bank had no courtesy to respond to it. I just got a message on my mobile phone that my account was not maintaining the ‘required balance’.

My simple question to the bank is: when once the bank had upgraded my account, how could it downgrade the account without mentioning the reason? Even today, I am not aware of the threshold to qualify for ‘prestige’ service. Banks do spend on staff training, but I am talking about basic courtesies that all customers are entitled to. Does anyone anywhere care?

AKBER D. VAZIR

KARACHI