Rules are rules

I had gone to the CPF office with the necessary documents for the GST offset package cheque, and got their 'okay' before going to the bank to encash the cheque (my brother's).

At the bank, I handed the documents to the cashier, who then disappeared with the documents behind a door, presumably to check with the manager.

She reappeared twice, once to ask where my brother was located at the present, and secondly to ask about the relationship between the payee (my brother) and myself.

Finally, the branch service manager appeared. He told me that he cannot allow the cheque to be encashed because there is no documentary proof that we are siblings, even though my brother had duly completed the official LOA that he had printed from the CPF Board's website, provided a copy of his passport and I had produced my IC. The manager claimed that there had been complaints from payees who accused the bank of allowing cheques to be encashed without their permission, which meant that the bank was liable and could have done so without ensuring that all required documents are in order.

I had assured him that I had been given the 'okay' by CPF; that I have an account with the bank; and that as they would be keeping a copy of my IC, they could easily refer to me should there be any dispute. He claimed that in the case of a dispute, the CPF would go after the bank, but the bank would not be allowed to come to me. I don't understand the logic - if I acknowledge receipt of the cash, and should there be a dispute, shouldn't I be held accountable?

Then, I offered to call my brother on my mobile and let the manager talk to him and get him to verify himself by asking him to furnish his passport details. Again, no way.

I told him I had conformed to the CPF's guidelines on their website, but he said the bank had their own rules to follow before the release of the cash otherwise they would be held accountable. The money belonged to the CPF and it is in their account with the bank. The bank is just their agent, so why should they have their own set of guidelines? Can't see the logic here, too.

The manager insisted that I go back to CPF to get the release letter from them, and he volunteered to accompany me. The amount wasn't even substantial, it was not mine and I hated to be doing all the legwork unnecessarily. The manager was adamant and I had no choice.

At the CPF office, the staff referred to their website, pointed out the guidelines to the manager and concurred that as I had the necessary documents, no release letter was needed and the bank was obliged to release the cash to me. He couldn't argue his way out and before we left the office, the manager asked the staff for his name. The CPF staff told me to go back and see him if the bank again refused to release the cash.

Then, we went trooping back to the bank. Fortunately, it was within walking distance.

At the bank, the manager tried to rationalise his actions, and said he would be writing to the CPF Board. I think, be my guest.

In his absence, I asked the cashier if the manager is new. She said he is not newly promoted, but just transferred to this particular branch not long ago.

I can understand that the bank has to exercise caution before the release of funds. But I think it was excessively cautious of him to ask for additional documents which were not required, and when all conditions had been met. By insisting that the CPF provide a release letter, he showed a lack of confidence and unwillingness in accepting responsibility.