QUOTE(DSV4600 @ Dec 19 2011, 11:09 AM)
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Yesterday I spent more than 1 hour on the phone with Maybank Customer Care and goreng them about their very bad service levels.
For the whole month of December 2011 they have been getting on my nerves and causing me money & time to be wasted unnecessarily.
Yesterday went to 2 Maybank branches to bank-in payment for my credit cards. Wisma Consplant, all their cash deposit machines out of order.
Then drove to SS15 branch. There, got one customer making cash deposit, and two security guards wanting to take out the money after that.
So I asked the security guards whether can I bank-in my cash before they do their job. So biadap they all, ask me to wait in a rude manner.
Then I ask how long to wait, they tell me "You tunggu lah!!!". Made me pissed off, so I ask them back, "Tunggu berapa lama?". They then tell me to wait 30 minutes. Fine, so I wait 30 minutes walking around exploring the nearby shops and call up their CS, and gave them a piece of my mine.
The CS fella even got the cheek to tell me if you're not happy with our services, cancel your cards-lah...
I've been using the MBB2Cards for 6 months only, but spent more than RM35k of transactions, and the fella can tell me this.
Fuh, make me panas, so I demand for manager. Sorry sir, we don't have managers on duty during weekends. So I tell him fine, get your manager to call me tomorrow. Press him for timeframe when one of his managers can call me, idiot reply me and say, my managers got a lot of tasks to handle, so I cannot guarantee, they will call you when they are free. Gave the fella left & right until my 30 minutes of waiting is up.
Go back to the cash deposit machines at SS15, 2/3 not working, and the 1 that's left, having problems accepting the notes. There was 3 people in front of me cursing because their cash not accepted. By the time it's my turn, I spend 10-15 minutes depositing my cash. Damn frustrating, but the line behind me, got 10 more people. Pity all of them.
Called back MBB CS after doing my cash deposit, and goreng their CS staff again left and right. This time, I was transferred to a manager level. Fuh, this made me even more panas because their earlier CS lying to me. Gave a piece of my mind to the manager. Call lasted for about 30 minutes. Made him check all my phone calls & records for this month & my complaints and made him apologize for all the issues.
1) Early Dec, was travelling to HK. Called MBB to inform that I'm going overseas before hand. Reach HK and go to hotel, cannot swipe my card for deposit. Had to make expensive IDD call and get my card working again.
2) Come back to Malaysia, was travelling to Langkawi. My card reach credit limit. Spent 2 days calling up requesting for temporary credit extension when it could have been granted in 10 minutes. Somemore I had flawless payment record.
3) Request for my cards to be upgraded to Platinum in consideration of my heavy usage & good track records. After 2 weeks, get a stupid reply asking me to re-apply for Platinum cards with no guarantee of being granted.
4) Now face problems even to make payment at CDM.
I strongly encourage all Maybank customers to call up their CS Hotline and give their staff a piece of your mind whenever you face any problems & issues with their branches / people / services. They take us for granted as customer and take us for a ride, and always look for opportunities to charge us more surcharges instead. When service levels are poor, they don't care. So exercise your right as a customer and also shoot their managers so that they do their work, since ultimately we're paying them to do their job. I hate their "Tidak Apa" attitude.

Lesson for any Cash-Deposit-Machines (or ATM/Cheque Deposit machine also):
(1) Try to deposit your Cash/Cheque or withdraw from ATM as early as possible in following order:
- Friday evening/night
- Sat morning
- Sat evening/night
- Sun morning
- Sun night (worst)
Why ? Deposit machines can be full as most likely no one will collect from it over weekend and public holidays.
Then it overflows out / out-of-service.
I have seen the security guard (not security who transport), no choice, use a pen/ruler to dig out a cheque stuck in the top part/entrance of the machine. Imagine if it is cash.
BTW, this is Stanchart, not MBB.
Also, I've seen those security transport, open the bottom part of CashDM, there are cash money overflows out from the internal metal box. Since everyone is looking at them and got CCTV, they just grasp the bunch of money and stuff it into the green canvas bag.
This is MBB.
(2) ATM runs out of cash - I've run through 3 locations to withdraw some cash over weekend. Therefore, always keep some spares in advance over long weekends/holidays.
(3) About the security guard taking out, I've encounter various times. If you come first, normally they let you finish your transactions. If you come later than them, then it depends on your luck and their mood (as usual, this is Malaysia, everything can negotiate):
(i) I've talked nicely to them before, "Bang, boleh tolong, saya satu cheque sahaja", most of the time, they let me pass first. Of course, you don't go with a bundle of cheques
(ii) Since they are there first, they have to finish their jobs also. You are not the only one who is important + urgent. Hence, no choice, I've waited 20min for them to settle the change-of-box several times also. Just queue 1-2 metre away, and other ppl will start queue behind you.
(4) Rudeness
(i) The security collection are all outsourced. Shoot MBB also no use, as is their contractors only.
(ii) CS - record down the exact date & time, and with name if possible. Provide your contacts and MBB will get back to you.
It is mostly true that weekends/holidays, most tele-managers won't be around. Only skeleton crews only.
(5) Overseas pre-inform. So far I have no issue with it.
(6) Over limit. MBB is very strict. Even to extend <RM500 on my 5-digit CL, cannot instant. Even after 2 hours urgent-review, also kena reject

No matter I'm local/overseas. So I make sure my CL is always more than enough with spare CC standby.
Citibank can get temp increase very easy though.
(7) Upgrade to Plat - nowadays strict already. Unlike last time 1-2 years ago, I can apply my MBB-2-plat by just a tel call (refer earlier version threads) shared by a forumer here (sorry, forgot who, but I think is one of those seniors here).
(8) Payments - why not use cheque ? How about MBB 2u online ? You don't need to waste petrol, time, double park / summons, etc.
(9) Cash Deposit machine - Please prepare at least extra notes, since the chances of notes reject is quite high. Even if I just withdraw the $ from another ATM nearby. I've seen people keep press "Add More Cash?" to keep trying the sames notes for 3-5x times. Imagine the queue behind
(10) MBB Humans - It is quite well known MBB CS are a big pain in the ... err... buns. I try not to deal with them, and find the best way I can utilise MBB services, since they have the largest ATM coverage (and branch for deposits) and online banking is quite extensive.
I only Cash/Cheque deposit during non peak, e.g. don't do it at month-end or early month.
Then I use MBB 2u online for payment/transfer.
My recent (last week) pain with MBB CS ? KL Main (Menara Maybank KL), normal banking (I'm not rich enough for priority). Request re-activate dormant a/c. The reception finger me to counter 30/31. Then kena finger back to reception get queue number to goto normal banking to reactivate it. After re-activate, kena finger back to counter 30/31.

But at least, in the end, I get all sorted out. Will try not to forget use this account to become dormat.
Ok, OT very long. Stop here.