Aug 14 2012, 06:08 PM, updated 11y ago
QUOTE(twjian @ Aug 14 2012, 05:14 PM)
Hi Sir/Madam,
First of all, being a consumer as a Hong Leong credit card user. I am totally disappointed with the service of Hong Leong bank nowadays.
My case as below. My purpose of calling up Hong Leong call centre is to request for the pin number for online bill viewing purpose & some point rewards redemption. This will ease me to check the statement each month when I would be going abroad working.
On 2 months ago, I made a call to Hong Leong bank credit card to request for the pin number for internet viewing statement purpose and cancellation of hardcopy posting instead of e-statement (it's quite pathetic to be a frustrated environmentalist...). Nothing is received. Not as claimed 1 week to receive. Remarks, called up 4-5 times and each time 3-5 minutes of waiting. Please compare this with the CS charter of Hong Leong had made. It seems like no one is maybe 1-2 fella is working in the office of the call centre. In fact, what made me pissed off is, the call centre asked me to go to the nearest branch for enquiries while when I had been there, they asked me to call up the call centre. I left my particulars on the first time for the pin number process. Ok fine, they promise email me the statement for me to make the payment. Nothing is received neither. But I had paid based on the rough amount that the call centre told me through the phone. Go green, ohya... but oh shit in fact for the service I had received.
On 2 weeks ago, I made another time call to the call centre for request about the pin number again. Remarks, called up 3-4 times and each time 3-5 minutes of waiting. The same thing I was informed by the Hong Leong call centre unprofessional personnel...that "you should go to the nearest branch..." While the branch told me again, this is none of their business as EON bank is just newly attached to Hong Leong. And "We have no idea of their operation." Mr. Tan you should go back to the call centre and request again the number, as told by the haughty face branch manager of HONG LEONG BANK PENANG 1, Light Street 10200 Georgetown Penang, Malaysia Tel: +604 2616 012. Again, I asked for the rough amount from the call centre for the amount for payment purpose as no e-statement being posted to me and further more the hardcopy of posting had been cancelled!
Do I have to make it manual checking for the rough amount for payment? Again, this is pathetic.
[attachmentid=3000146]
On today 14/8/12, 2pm I made another call to the Hong Leong call centre. Remarks, called up 4-5 times and each time 3-5 minutes of waiting. I was informed that I should go to nearest Hong Leong branch to leave my particulars before I can call up to the call centre to request the pin number again. This is rather just political games. Ok, I could not settle the online banking for my credit card at this moment. Fine.
Lets proceed to my redemption of my points. "Sorry sir, you have unbill payment... before you may do the redemption, please make the payment first." This is time it does drive me crazy as I have to manually request for the rough amount again for bill payment purpose.
But then, all is over for me.
I am totally amazed by the way of Hong Leong banking personnel handling all these. Hong Leong is just not ready & unprofessionally in making a collaboration with new products or joint venturing with other products.
All I am requesting is just a stupid e-statement or online banking service for ease of me to work with locally & abroad soon.
But then it's all over for me as I am planning to cut off my Hong Leong credit card due to reason as below,
1.)Low quality of customer service.
2.)Unexperienced in handling new product / new group of customer...reason I am saying new group of customer is that after merging of EON bank credit card to Hong Leong, being an old user of EON bank credit card. We have no choice, and no place of lamenting the problem because of the no. 1 item... "Low quality of customer service"
3.)Unsincere stuff. A lot of the branches stuff is hiding the actual senarios to the top management I believe. All the complaints is not handled professionally and effectively. Complaints has been made but Hong Leong seems just do not care. There has been much political games playing around between the call centre & the Hong Leong branches.
Conclusion,
Rgds,
TWJ
This post has been edited by twjian: Aug 14 2012, 06:09 PMFirst of all, being a consumer as a Hong Leong credit card user. I am totally disappointed with the service of Hong Leong bank nowadays.
My case as below. My purpose of calling up Hong Leong call centre is to request for the pin number for online bill viewing purpose & some point rewards redemption. This will ease me to check the statement each month when I would be going abroad working.
On 2 months ago, I made a call to Hong Leong bank credit card to request for the pin number for internet viewing statement purpose and cancellation of hardcopy posting instead of e-statement (it's quite pathetic to be a frustrated environmentalist...). Nothing is received. Not as claimed 1 week to receive. Remarks, called up 4-5 times and each time 3-5 minutes of waiting. Please compare this with the CS charter of Hong Leong had made. It seems like no one is maybe 1-2 fella is working in the office of the call centre. In fact, what made me pissed off is, the call centre asked me to go to the nearest branch for enquiries while when I had been there, they asked me to call up the call centre. I left my particulars on the first time for the pin number process. Ok fine, they promise email me the statement for me to make the payment. Nothing is received neither. But I had paid based on the rough amount that the call centre told me through the phone. Go green, ohya... but oh shit in fact for the service I had received.
On 2 weeks ago, I made another time call to the call centre for request about the pin number again. Remarks, called up 3-4 times and each time 3-5 minutes of waiting. The same thing I was informed by the Hong Leong call centre unprofessional personnel...that "you should go to the nearest branch..." While the branch told me again, this is none of their business as EON bank is just newly attached to Hong Leong. And "We have no idea of their operation." Mr. Tan you should go back to the call centre and request again the number, as told by the haughty face branch manager of HONG LEONG BANK PENANG 1, Light Street 10200 Georgetown Penang, Malaysia Tel: +604 2616 012. Again, I asked for the rough amount from the call centre for the amount for payment purpose as no e-statement being posted to me and further more the hardcopy of posting had been cancelled!
Do I have to make it manual checking for the rough amount for payment? Again, this is pathetic.
[attachmentid=3000146]On today 14/8/12, 2pm I made another call to the Hong Leong call centre. Remarks, called up 4-5 times and each time 3-5 minutes of waiting. I was informed that I should go to nearest Hong Leong branch to leave my particulars before I can call up to the call centre to request the pin number again. This is rather just political games. Ok, I could not settle the online banking for my credit card at this moment. Fine.
Lets proceed to my redemption of my points. "Sorry sir, you have unbill payment... before you may do the redemption, please make the payment first." This is time it does drive me crazy as I have to manually request for the rough amount again for bill payment purpose.
But then, all is over for me.
I am totally amazed by the way of Hong Leong banking personnel handling all these. Hong Leong is just not ready & unprofessionally in making a collaboration with new products or joint venturing with other products.
All I am requesting is just a stupid e-statement or online banking service for ease of me to work with locally & abroad soon.
But then it's all over for me as I am planning to cut off my Hong Leong credit card due to reason as below,
1.)Low quality of customer service.
2.)Unexperienced in handling new product / new group of customer...reason I am saying new group of customer is that after merging of EON bank credit card to Hong Leong, being an old user of EON bank credit card. We have no choice, and no place of lamenting the problem because of the no. 1 item... "Low quality of customer service"
3.)Unsincere stuff. A lot of the branches stuff is hiding the actual senarios to the top management I believe. All the complaints is not handled professionally and effectively. Complaints has been made but Hong Leong seems just do not care. There has been much political games playing around between the call centre & the Hong Leong branches.
Conclusion,
Rgds,
TWJ
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