Why won't Citibank take responsibility?

Seeing my employee rushing toward me with one finger hanging loose, flesh oozing from lacerations to her arm and hands and dripping with blood was dreadfully shocking. She had been slashed and hacked by a machete-wielding robber who, with his three accomplices, fled the scene on two motorcycles, bearing a bloodied bag containing several million rupiah.

During the attack all traffic was stopped by one of the robbers threateningly brandishing a gun, while everyone else fled, leaving my employee entirely alone to suffer the mutilation to her hands by the other members of the gang. However, within minutes after this truly, horrendous and barbarous attack, a crowd had gathered to simply gape at my employee as she waited and held her hands in horror.

It took a six-hour operation to reconnect tendons and veins, to reattach her severed finger and sew her flesh together again. She is now recovering in hospital where she has to undergo an intensive physiotherapy program. All being well she may be able to work again in eight months.

It appears that such heinous crimes are far from uncommon prior to Idul Fitri. Recently a sleeping driver waiting at Pondok Indah Mall had his throat slashed before his employer's vehicle was stolen from him. The police later returned the vehicle for a fee of Rp 3 million, but, needless to say, the callous fiend who committed the slashing was not apprehended.

When my employee was attacked she was returning from Citibank in Pondok Indah. I have since learned that a few weeks previously, a customer of the same Citibank branch was shot dead and robbed after withdrawing money and attempting to take it to another bank. I have been persistent in questioning Citibank staff about their security arrangements and these have now stepped up. However, one week after the attack on my employee, the Citibank member of staff who was notified in advance of my employee's intention to withdraw cash on that fateful day has still not been questioned.

While Citibank has shown a willingness to improve its security arrangements, its reluctance to take any responsibility surprises me greatly. I have suggested that the offer of a reward might help to cut through the climate of fear that protects these inhuman criminals; but Citibank is exhibiting great reluctance to adopt a proactive role that befits its important place as a bank in this society. As has been shown in Russia, the police alone cannot protect a society in transition from autocracy to democracy unless organizations and individuals show a determination to thwart crimes and a willingness to accept responsibility.

On top of the money stolen, fortunately my foundation is willing to meet both its legal and ethical obligations toward my employee. Some of the cost of the tragedy will be borne by the health insurance company that covers my employee in case of hospitalization. Sadly, on the other hand, apart from sending the victim a bunch of flowers, it appears that Citibank intends to take on none of what really is society's burden and should be shared, particularly by a multinational bank whose security arrangements are clearly inadequate.

FRANK RICHARDSON

Jakarta