BOC refuses to accept water bill payment over the counter?

When I visited the Bank of Ceylon, 94, Main Street, Pettah last Thursday to settle the  water bill, the young lady teller refused point-blank to accept  the payment (please note that all three tellers were free as there wasn’t a queue at all) and instructed me to settle same  via the ATM machine.

When I told her that there would be an additional charge of Rs. 20.00 she assured me that there wouldn’t be any extra charge. I think she lied to me – a very bad disposition for a banker, in order to avoid accepting the payment at the counter. When I showed the receipt after depositing the cash, the lady was dumbstruck and an officer intervened to confirm that there was a charge contradicting what the lady had told me. 

When I tried to meet the Manager Gomes to make a complaint he was not available in his seat and after waiting for about 10 minutes I left the bank as I had to get back to my office. 

I have to date made payments at various other branches of BOC viz.  Bambalapitiya, Colpetty, Slave Island and Old Moor Street over the counter without any extra charge as I have been informed by the bank itself that the National Water Supply & Drainage Board (NWSDB) Account is with them.This is to know whether the teller could compel us to use the ATM machine and refuse to accept the money over the counter in respect of payments for utility bills, etc. Over to the bank for a response.

Mohamed Zahran

Colombo 14