Complaints of some retirees because the bank excluded them Without paying attention to them by windowdoomed to fall into the arms of technology no matter what, came to the fore some time ago and aroused a lot of social sympathy. And apparently it wasn’t there … He served a lot. Amparo Molina Provides a New certificate Of this insensitivity: “I felt terrible, like I was in the way.”
“Simple management”, as simple as pays for him a trip Follower Emsersoit became a practical humiliation, by being deprived of a few seconds of action. “As I have done all my life,” says this woman with limited mobility – a detail she does not remember until now, because this problem affects everyone indiscriminately – after she went to a branch on Jorge Juan Street in Valencia.
“I received a deal What I take it unjust and Very disrespectful; That is why I ask that protocol to Social banking services“It exists to protect the elderly and those who have more difficulties than us,” she claimed again, more than three and a half years after she appeared in the media with another complaint about “inhumane treatment.”
I wanted to pay those expenses, like other times. “I asked to do it on the table, because that’s the best way to do it,” he recalls. I did not expect the answer: “The employee replied that they could only help me if it was ‘helping other people from other areas’; after that, it was like that. to reject To make me administration He returned the paper to me without entering it.
After that, A claim In a municipal office consumption to Bergasot Because it doesn’t seem “fair” with a secret outcome. “And after a few days. exit From the office call me He apologizesI was grateful, but the letter they sent me later offered no solution; “It was very general writing, as if they didn’t really read my complaint,” he says.
In fact, what the law says and Amparo points out again is that since December 29, 2023, banks cannot charge commissions for serving people over 65 or with disabilities when they withdraw money from the box office.
Moreover, the so-called Strategic Protocol for Social Banking, signed by the banking associations, clearly states that banks must: extend working hours; Help personally For those who need it. Giving priority to the elderly or people with disabilities.
“This is so that no one is left out or felt left out Abuse Being older or less technologically adept, Valencia adds.
Especially when it’s not the first time. In 2022, they wanted to charge her €2 to withdraw “her own money” because she was unable to use an ATM. “It came out in the press and then I said I”bigbut No idiot“I still say it today: We don’t want privileges, we just want respect and dignified treatment,” he recalls.
His case followed the case of a Valencian citizen, Carlos to JuanHe was also famous at the time, at the beginning of 2023, for condemning these insults and lack of diligence in the financial sector, in addition to collecting half a million signatures via an online platform, to demand a standard, which he achieved.
For this reason, he again asks that protocol measures be “really” complied with: “that they extend the hours of personal attention; that they give us priority when there are a lot of people; that we He attends with Humanity; And they train staff to understand the needs of older customers.
He adds a “message” to the banks, after these disappointments that he experienced directly. “What happened to me shows that although they write a lot of beautiful things on paper, they do not always come true in offices.” In this paradox, Amparo resorts to the reasonable minimum. “I just ask that you realize that you have an obligation to serve us well, without having to Treat us like A uncomfortableand they are taking real measures so that all seniors can get Decent service, Clear and uncomplicated,” he said.
In short, his analysis brings humanity to a financial activity that has become increasingly automated and without employees facing the public. “I would like my case to serve as a reminder to the banking sector of that no We are numbers, we are people; He stresses that we need more patience, more attention, and more compassion.