Estrella Fagundo, a Cuban living in Germany, sent a family remittance of 2,200 euros to Cuba. However, the Banco Metropolitano branch located on Galiano Street in Central Havana has not delivered the funds, claiming a lack of cash.
The situation began in early September when Fagundo transferred the money from Germany to Havana via Sparkasse, a local and regional savings bank network. While such transfers typically take one to two weeks, the money remains undelivered two months later.
Upon visiting Banco Metropolitano to collect the remittance, Fagundo's sister was informed by a bank employee that the funds could not be released due to a cash shortage.
Seeking a resolution, she approached the Central Bank on Obispo Street in Old Havana. There, she was initially unable to receive assistance and had to schedule an appointment through the Joven Club de Computación near El Curita Park, adjacent to the Capitolio. Eventually, she secured a meeting at the Central Bank, only to be told she was added to a waiting list, with the funds to be released when her turn arrived.
Nearly two months have passed without resolution. Out of the total amount, 2,000 euros are intended for Fagundo's sister, while 200 euros were meant to support the Church of La Caridad in Old Havana, enabling Father Ariel, whom Fagundo trusts completely, to provide meals for the less fortunate.
This Monday, Fagundo's sister revisited the Joven Club de Computación, receiving another appointment for Wednesday at the Central Bank on Obispo Street.
She plans to attend on Wednesday, hopeful that the funds will finally be released, as they are essential for her sustenance and to cover electricity bills and other expenses. Adding to the urgency, Fagundo's sister suffers from a chronic illness and requires a proper diet, which the withheld remittance would have facilitated over the past two months.
Banco Metropolitano faced criticism this summer after requiring customers to book appointments via the Ticket app to lodge service complaints or grievances. This policy sparked discontent on social media, drawing criticism even from figures close to the official press.
Understanding Cuba's Banking Challenges
Why hasn't the 2,200 euros been delivered in Cuba?
The Banco Metropolitano in Havana claims it cannot deliver the funds due to a shortage of cash.
What steps did Fagundo's sister take to retrieve the money?
Fagundo's sister visited both the Banco Metropolitano and the Central Bank, scheduled appointments, and was placed on a waiting list.
How has the Banco Metropolitano's policy affected its customers?
The requirement to use the Ticket app for complaints has led to frustration and criticism from the public and even those aligned with official media.