Yesterday was the first day I've been so irritated with life here and couldn't just brush it off as TIA (This is Africa). Part of my coping plan for our life here is built in expectations that things aren't going to go smoothly, quickly, or "fairly" when we're trying to get things accomplished. Then, when things go better than expected, great -- what a blessing. And if they don't, well that's the "norm" and expectation and nothing to get easily irritated about (which is why I have a plan because I am an easily irritated person when I live by my flesh). Things that people here take in stride can really get to me because I have another "way" of life to compare it to and while my goal is to avoid comparing life here with my "norm.", yesterday was a difficult day for that. I need to say up front that if you don't know me and you're reading this, then please don't make a judgment on this post. Please don't tell me to "just go home if you don't like life there or if you think you know better as a newcomer." It's nothing like that at all. We know we're supposed to be here so even when things like this happen, we can continue on knowing that in order for us to do what God has called us to do here, we have to live and operate daily life here. I hope that's enough of a disclaimer that the purpose of this post is to share about an aspect of our life here and not to be judgmental about C*meroonians or this bank we went to which will remain anonymous.
This week is a very, very busy one for Dan (which affects the whole family of course). He preaches and teaches Sunday School on Sunday. He loses study time on Thursday because we're celebrating Thanksgiving with missionary friends starting at 1:00 -- which we are very excited about. Thursday morning, he has two meetings with people who have questions for him. Friday and Saturday are when he meets one on one with five men in a discipleship program. And on top of that, we've had several Divine interruptions this week already which always shift the things that were planned to be put into another spot.
A new thing that we've started is to talk each Sunday night after the girls are in bed about what we already know will be a part of our upcoming week. We realize that Divine interruptions are constantly something that can change each day especially out here it seems, but this way, Dan knows if I need to get groceries that week or if I would like him to watch the girls while I go to a missionary Bible study or whatever. And I can get a general idea of how his week looks. Tuesday is Dan's "day off." He's been trying to do better about taking that day because we both realize how important it is, but this week, it just wasn't going to happen. He would have the "morning off" to run errands, and then his plan was to spend the afternoon and evening in uninterrupted study (phone off, email closed, door shut).
Tuesday's "morning off" plan was a trip to town -- to complete a bank transaction (bank to bank transfer within the same branch -- seemingly very simple as we knew our account number and their account number), get groceries, go to the vegetable/fruit market, go to the hardware store, go by a lab, and then if we had time go to a new store that has opened and imports American products to sell. Maybe we'd even stop for lunch before we came home.
We left yesterday morning in good spirits. The traffic was crazy, but that is an expectation so it didn't get us frazzled. The main priority of the morning was getting this transfer done. We had contacted this institution about making a payment, and they said the easiest way was to do a bank to bank transfer. They gave us the name of their bank and all the information we needed -- this seemed to be a very normal transaction for them so we were just wanting to get this taken care of.
We had already been to this bank two times before yesterday. The first time to get information about making this transfer and being told that we needed to open an account to do it. We could understand that and got the information about doing that. The second time was to open the account, and that visit should've clued us in to what we were getting into but we were giving them the benefit of the doubt that there was quite a bit of paperwork they wanted us to fill out and well... once that was set up, the transfer should just be a simple writing down of two numbers and having them make the transaction. I think we were there for 2 1/2 hours to get our account opened, and we were told that we couldn't do the bank to bank transfer until our account was in their computers. We could understand that, and we didn't want the transfer to "get lost" and cause issues that would have to be resolved with more waiting so no problem.
So, one week later (yesterday) we stop at the bank closest to our house. We're at this first bank for about 40 minutes and Dan's filling out paperwork and I can hear him talking and asking questions and all. He gets up after I felt like I had entertained Krista as long as I could to keep her quiet, and I'm thinking that we can continue on to groceries, going to the lab, and the other things on the list. Oh no -- he tells me when we get in the car that he had just figured out the lady had no clue how to do the transfer and was just having him fill stuff out and telling him he had the wrong length of account number and whatever else she can think of in order to s*ve f*ce. We have seen "s*ving f*ce" in this culture so many times, and we don't claim to understand it at all even after talking with some of the people in the church about it. It's a very interesting aspect of the culture to us, but yesterday, we were hoping for boring if you know what I mean.
Now before someone thinks that we're judging this lady unfairly, Dan's observations were confirmed at the second bank where they told us that only two branches know how to do this transaction (this second bank supposedly being one). So, this first branch we were at has not been trained in this transaction, but instead of saying so, the lady sat Dan down and had him fill out paperwork and answered his questions (with answers that did not make sense at all so that's what got Dan clued in a little). She was then saying that the other bank's account number was the wrong length which seemed very strange because this institution that we were transferring to had given us their info that others had used and it had worked. For 40 minutes, she sat there working with Dan and then she came up with the trump card that got her out of the situation -- she told Dan that she couldn't go farther in the process without his passport. That was when Dan knew for sure what she was saying without saying it -- he hadn't even needed a passport to open the account so why would he need it now? That was definitely not a true statement (which was confirmed at the next bank where we didn't need the passport). So, Dan did the appropriate thing and left under the guise that he didn't have all that he needed, and she s*ved f*ce that she didn't know how to do this transaction.
It's so interesting because in the American culture, we would rather you tell us first thing that your branch isn't trained to do this and then give us the branches that are trained to do it. Then, we haven't wasted 40 minutes and are still at square one. Dan and I just can't understand the concept of "s*ving f*ce" because just because something isn't said or acknowledged openly -- I mean Dan knew what she was doing but because it wasn't admitted, that makes it better? I guess that's another difference. We would see that as not valuing the customer where we're sure that wasn't the intention at all -- she wasn't trying to be difficult or make things harder for us... that's just what happened as a result of her need. At any rate, we decided to go to the bank that had opened our account. We were discouraged hoping to have been done by this point, but not overwhelmed. It is oh so normal for things to not happen in steps 1,2, and 3 so coping strategy comes in again.
We get to the second bank where we were for almost three hours. I'll let you guess if we left with mission accomplished. The first lady Dan talks to at the second bank doesn't have a problem with the length of the account number and seemed to know more what she was doing -- good sign! So after who knows maybe our first hour there, she sends Dan to a second line with the paperwork that she had written up for that cashier to make the transaction. It took an hour to get to that point because she's helping other people at the same time as us. Two or three people are sitting in front of her desk constantly everyone telling her their banking needs of the day right in front of the others and she does a little here and a little there. (That had been the same experience as when we opened the account which is why it took so long to open it so that didn't surprise us this time. And the lack of privacy didn't bother anyone else so we didn't let it bother us. It was so interesting because we kept having to watch other people to know what to do. Like there are acceptable times of "cutting" -- we didn't get all that but it seemed there was some method to it all). Dan goes through the transaction line which had maybe 15 people in it who 2 people were very slowly helping -- meanwhile, no one around us seems in a hurry so we tried to "fit in" (too bad Krista wasn't convinced). I don't know how long this second line took, but when we got there the cashier said we needed to get a check and was mumbling other stuff -- he was having to give us news that he knew we weren't going to want to hear so he must have thought that mumbling would soften the blow -- except that we can't understand French mumbling yet so it frustrated us more -- we needed to know what needed to be done. Dan said that this is a just a bank to bank transfer -- the same branch -- account to account -- we shouldn't need a check. The cashier said that we needed a check and to go back to the first place we had been.
We realized then that bank to bank transfer here means something completely different than what we have done many times in the States. Ah... the learning curve. The building might have been modern, they had a modern computer system, they had air conditioning, the employees were dressed very professionally like in the States, they had forms and they gave out receipts which were professional looking, but the workings and processes are so, so different.
We now realized that the first person at this second bank who Dan had spent an hour with didn't know what she was doing either -- she obviously knew a little more as her bank was one that had been trained in this process... but once again... instead of asking the cashier who would make the transaction how she should do the "setup" work, she just did it her way pretending to know what she was doing. Which the whole two step thing is another interesting thing. The first person fills out the forms (that we ourselves fill out in the States) and gets you set up for the cashier who actually does the transaction. You get to wait twice instead of once. And apparently, the cashier can't change the paperwork or get the check that he needs -- only the person at the desk does that.
We go back to the first lady and the man who had come to work alongside her and explained that the cashier couldn't process the paperwork. They say they will take care of it -- um how? We didn't ask that out loud, but we're saying to each other -- how could they? Obviously, she didn't know how to do it correctly so what was going to change this time and the other guy who was sitting with her now had seen what she was doing and not corrected her so he must not know... But it's always the positive answer that you receive so while they seemed to make it sound like "un instant" (just a minute) and you'll be on your way, we realized that we had no more time to give to this process. We decided to close our account and get our money back and then we would be back at square one and contact the institution again and figure out something else out. (Can I just say how much I miss credit card transactions? :-)
Closing our account became the new drama. We were sent to a third guy who was helping two other people and was rather sidetracked as we were explaining we wanted the account closed and our money back. He tried to talk us out of it in so many different ways and refused to understand why we wouldn't be thrilled to be a part of this bank. Dan told him that we had only opened the account to do this bank to bank transfer which we were told that we could do very easily. And this was day 3 of being at one of their banks and we had been there for 2 1/2 hours today and 40 minutes at another bank and we just kept getting sent in circles. Would you believe he still didn't understand why we wanted to close the account? Well, at least he pretended not to -- that one was hard to read so I'm not sure which it was. Another cultural difference -- no "I understand your frustration" at all for the customer. No catering to the customer for sure.
We remained firm as we were not coming back another day to close the account and we were not paying the $4.25 monthly fees to have it open. The money was a factor because we desire to live frugally as people so generously give to us so that we can be here, but more than the money was the time factor because of the week we were in the middle of.
When this gentleman at the third station realized that we were not going to change our minds, he said that it would cost (the American equivalent of $40) to close the account (it had been opened a week and we had done zero transactions). Huh? We looked through our terms and conditions and there was nothing in there about that nor had that been mentioned when we opened the account. We asked him why that wasn't in the terms and conditions, and he said he didn't know but that was bank policy. Hmmm... We have been here long enough to know not to fight something like this. We're the foreigner and not fluent in their language and even if we had made our case and tried to see "the manager" (American mindset), it just would've taken more time (another 3 hours?) and more than likely have gone nowhere. The person who can make the rules is the one who has the power -- and they had the power because they had our money in their account. If we refused to pay their penalty, then they would keep our money and we needed to pay this institution and it wasn't going to happen here so that was just going to be the way it was.
Dan mentioned one more time that he didn't understand the penalty -- it wasn't in the terms and conditions and besides the reason we were closing it was because they weren't able to perform the service they told us they could and we had said up front that was the only reason we were opening the account. The man asked him if he still wanted to close the account and Dan said yes. The man then says that we have to write a letter requesting this. What in the world? But we're not quitting getting this closed now! Dan starts writing the letter and all of a sudden that wasn't necessary. Maybe it was just a test to see if we were really going through with this -- he certainly was trying everything he could think of to get us to not close the account. I'm not sure, but the next thing we know, he tells Dan not to worry about the letter but to instead fill out this form.
Half an hour later, Dan is in his last and final line where he stood for another 15 minutes. A couple of people came and cut in front of him which we never figured out why they did but others got in line behind him but we weren't going to wait around looking for a pattern.
We finally walked out of the door after being at two banks that day for a total of 3 1/2 hours and losing $40 and they weren't able to provide the service that they had told us they could in the first place. And this was the 3rd day of this time losing adventure. Back to square one with paying the institution ... and worst of all, by this time, we were already supposed to have been home for Dan to start his afternoon and evening of study.
I told Dan that I would make do without groceries that week because I knew he needed his time to study. We did have to run by the lab because poor Kayla -- we're still trying to figure out whether we need to be treating amoebas, parasites, bacteria, or what from this diarrhea she has from drinking the water at her school. Poor thing! And we picked up lunch from the bakery to take with us to eat so we could be on the go as soon as we got home.
Divine interruptions? I tried to think on that several times this morning as that's a better perspective than frustrations. God did help us to hold it together as it wasn't a silent ride home or anything where we were taking our frustrations out on each other (you know how that happens sometimes -- surely it's not just us). I didn't pass the test with an A plus -- I remember one thing I retorted back to Dan that wasn't edifying -- but praise the Lord that He helped me curb my tongue and emotions. He helped me not fail this test. Ah... the realities of ministry! It's a whole life not just the spiritual times as we gotta' live in the day by day stuff and that's what really shows who we are.
And I should close by saying that the reason the morning was so frustrating was because we are still adjusting to culture, life, and pace of life -- and we do realize that that's our responsibility since we're the foreigners. We have noticed that when our days aren't so demanding and full, then we can just look at each other and say "TIA" (This is Africa) and go on with what has come our way. It's not such a good idea to try to bring the American pace of life to this culture which we realize completely, but sometimes it seems that there are just weeks like this one where even simplifying makes it crazy busy. God's mercies are new every morning -- and it's easier to process all this today. We truly are thankful to be here.