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.
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