As a senior citizen, I recently faced a significant challenge. Due to a serious injury that left me bedridden, my doctor advised complete bed rest for several weeks, which made it impossible for me to visit my local bank branch for the mandatory biometric verification required to draw my pension. Given my physical limitations, I sent a family member to request a home visit by a bank officer to complete the process.
Despite multiple follow-ups and repeated explanations of my condition, the bank staff did not cooperate. They insisted that I had to visit the branch in person. It was only after considerable effort and frustration that the issue was eventually resolved. While I am grateful that the situation was addressed, this rigid and impractical response is symptomatic of a greater problem that banking procedures often overlook the unique needs of elderly and disabled individuals who are physically unable to visit branches. Banks must implement more inclusive and accessible services for those who cannot attend in person. Possible solutions could include offering mobile banking services, deploying officers for home visits or allowing biometric verification at a customer’s residence.
A flexible and inclusive banking system would greatly reduce the burden on those who face physical challenges, ensuring that they can manage their finances with dignity. Banks must demonstrate their commitment to supporting all members of society. Such initiatives would not only uphold the rights of disabled and senior citizens but also set a new standard for customer care in the financial sector.
Shamim Sagheer
Karachi
