I have a very frustrating experience with RHB recently. I applied for RHB Smart Account online and received the e-mail and SMS asking me to activate it at the branch. According to the e-mail, I only need to bring my IC and RM1,000. It was supposed to be a straightforward process.

I went and was told I cannot activate it because I do not have supporting documents like payslip etc. The e-mail did not mention anything about supporting documents. Since I am unemployed, I could not provide that. I asked if unemployed is not allowed to open an account and was told that is not the case but must have supporting documents. I asked what documents are needed then, but was asked what I can provide instead. I was willing to comply but did not get any definite answer on what supporting documents are needed. Why do I even need to provide my payslip etc. in the first place? I am not applying for a credit card here. Is that really RHB's SOP for account opening?

I was later told that I cannot open the account if my purpose is for savings because I already have accounts with other banks. I was asked why I want to open account with RHB when I already have accounts with other banks. I told her upfront is because of the higher interest. She said in that case, I cannot open the account then.   I can only open the account if I am willing to open an FD or investment account with them. Then, they can use the FD cert or investment account as a 'supporting document'. How ridiculous is that? Why force people to open other accounts just to activate the Smart Account?

Why ask me to go to branch if they cannot open the account for me? Everything was already there with account no., internet banking login and all the staff needed to do was just activate it. I believe she was just lazy and came up with all these stupid excuses. If RHB's staff continue with this type of practice, they will be losing a lot of potential customers. Even with good rates and promotions, they would not be able to increase their market share significantly.  It's like when potential customers want to open an account, they ask them to go to their competitor or stay with their competitor instead. With the emergence of digital banks, RHB could become obsolete if they don't adapt quick enough. I rather deal with digital channels than branch staff. At least, no double standard and everything is transparent and upfront.

certain branch like to come out with their own rules. definitely not one of the requirements. u can either bring it up to bank negara or go to another branch.