Review Time
Absolutely the worst banking experience at Bank of Ceylon – Matale branch.
I went to change the phone number linked to my bank account. Before going, I even called and confirmed that it could be done. They clearly said it was possible. But after standing in the queue for a long time, they suddenly told me it cannot be done without my ID card.
If an ID card is required, why wasn’t I informed earlier? Why tell customers one thing over the phone and another at the counter?
This happened today, February 28, 2026. The staff member handling this (a woman wearing a pink outfit) was unhelpful and unprofessional.
If your bank cannot provide a service, inform customers properly before wasting their time. We also have busy schedules and important work.
For comparison, I went to Sampath Bank and they changed my number immediately without any issue.
Very disappointing service. Customers deserve better communication and professionalism.
I am writing to formally express my appreciation for the outstanding service provided by Ms. Shalini Rathnayaka ( Manager ) at the BOC Lanka Hospitals Branch.
She is truly a talented & a multi-tasking expert! Whether it’s handling loans, pawning, opening accounts, or working as a cash officer, she manages everything with total professionalism. What really sets her apart is her attitude— my self & my son came couple of times to get some documents done and had to bother her and disturb her numerous times in getting our details. She was never rude and she didn't even talk loud or showed rude faces to us at any time. not only to us even to other customers . Many times when we were there, the bank was so busy with customers , But she always serviced customers with a warm, pleasant smile. It is rare to see one officer manage such a wide scope of tasks so efficiently & seamlessly.
Beyond her technical skills, her customer-centric approach is exemplary. We both felt how efficient & good she is in handling different customers so well and especially her willingness to help them that goes far beyond the standard call of duty. Her level of service that is far superior to what I’ve experienced at the other banks or even other BOC branches. Her polite demeanor and "can-do" attitude set a high benchmark for the branch and the bank as a whole. She is a credit to the Bank of Ceylon.
Thank you
Renuka & Rukshitha
I mistakenly deposited cash into an account holder's bank account, and now it's been nearly two months with no resolution. As a customer of another bank, I accidentally deposited LKR 3,000 into the wrong account. Once I realized my mistake, I quickly informed the necessary parties and took steps to block the transaction. I also visited the bank branch multiple times and provided complete proof of the deposit, including the serial number. Initially, the staff told me to wait 45 days to recover the funds from the account holder. I followed this advice patiently. However, after the waiting period, I was then told to contact my bank instead, which contradicted the previous instructions given by the staff. This back-and-forth has been incredibly frustrating and seems unfair. LKR 3,000 is a significant amount for me, earned through hard work. While banks can deduct fees without consent, in this case, I'm being informed that the funds cannot be returned without the recipient's approval, even with clear proof of the error. This situation highlights a serious lack of customer service and accountability. I expected much better handling from a well-regarded institution. It feels like I'm facing unnecessary delays and inconveniences despite following all the right procedures.
This bank has been one of the most frustrating experiences I've ever had. There is a complete lack of organization in how they handle customers, and even with tokens being issued, things are chaotic. During my visit to get a new debit card, I spent almost 2 hours, only to find out that the cards were unavailable. On my return visit, the designated counter was occupied with other tasks, and it took over an hour just to change a token number. My time has been wasted repeatedly. I deeply regret opening an account here and would not recommend this bank to anyone.
My experience with this bank has been extremely frustrating. There seems to be a lack of organization in handling customer needs, and even though they issue tokens, the system is poorly managed. During my visit to obtain a new debit card, I spent nearly 2 hours only to find out that cards were unavailable. On my second visit, the designated counter was busy with other tasks, resulting in over an hour just to change a token number. Customers' time is consistently wasted here. I deeply regret opening an account and would not recommend this bank to anyone.
I encountered one of the worst customer service experiences ever. I wanted to verify if my foreign remittance was successful, but the hotline was unresponsive, and it took over 3 days for someone to finally answer. When I did get a response, it felt dismissive. I just want to close my account and move to a different bank.
I want to extend my heartfelt thanks to the bank for their remarkable "Branch on Wheels" service. On December 5, 2025, our area was severely impacted by flooding, and we were unable to reach a physical branch. Despite the adverse conditions, the mobile unit arrived to provide vital banking services to our community. This effort was a tremendous relief for those of us stranded. It's commendable to see a bank going above and beyond to support customers during a crisis. A big thank you to the staff for their commitment and for delivering help when we needed it most.
I had an extremely disappointing experience with customer service. The staff appeared unprofessional and the service was painfully slow. I waited far longer than expected for even the simplest tasks. The employees did not seem attentive, and communication was unclear, requiring me to repeat questions multiple times. For a prominent bank, I expected much better organization and customer care. I hope they can improve their efficiency in the future.
I am very disappointed with the online banking service. The system is slow and often fails when I need it the most. Payments and transfers frequently do not go through, and customer support takes too long to respond or offer no real solutions. For a major bank, this level of service is unacceptable. The website and app require urgent upgrades, and the staff need to be more responsive to customer concerns. I expected a smoother online experience, but this has been incredibly frustrating.
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