Post by Amitha Amarasinghe

A follow-up to my last post about Sampath Bank's new online banking portal. Here is a list of issues I found on Sampath Bank’s new Vishwa portal. If you found more, leave as comments. Tag the most senior people that you know working at Sampath Bank, so they can hear their customers. 👉  When making transactions (send money or pay bills), I can no longer see the “nickname” I gave for my accounts to select the correct “from account”. As a result, I must remember the last four digits of the correct account before initiating the transaction. 👉 Totally unwanted, useless (and not asked for) features on the dashboard clutter the screen. I don’t want to see the five most recent transactions I made, a useless” account portfolio” pie chart, or “favorite billers” the moment I log in. If I want that information, I will navigate to the respective places and will see. Just show me my account list and account balances, and list down other banking actions (like transfer money / pay bills etc). 👉 Credit card statement section is designed, assuming one customer will only have one credit card. I have four. This interface is completely messed up because it shows the recent transactions of each card one under the other. 👉 Credit card “pending” and “unbilled” transactions doesn’t show whether it’s a debit transaction or a credit transaction. I recently received a refund from an online vendor, but I’m unsure if it has been credited to my account yet, as there’s no indication of debit or credit in the recorded transactions. 👉 Currency code on credit card statements are wrong. Every USD transaction is converted to LKR, and show as USD. (Eg: If I make a USD 10 transaction, it shows up as USD 3,000, whereas it has to be LKR 3,000). Why am I posting these on social media instead of contacting them directly? Because they don’t care for customer feedback. I have a pending complaint from March 2025, where they have mysteriously “vanished” 10,000 loyalty points from my credit card loyalty account. After repeated calls to their call center and multiple emails through the Vishwa portal, no one has responded yet. But yet, I see people working for Sampath Bank coming on LinkedIn and boasting about all the awards they won! UPDATE: After my post, a few senior bank personnel got in touch with me and acknowledged the issues I highlighted in this post. Managers from the card center also resolved my loyalty points issue. They all spoke professionally and were assured that the feedback would be taken seriously. While I appreciate the bank's consideration of this as constructive criticism, it should not have reached this level, with me having to bring the issues to the public's attention on social media. Ideally, the bank should develop internal processes to consider customer feedback and opinions when making changes like these as an integral part of their system improvements.