Why not another thread for BAD customer service ? I have a long list from a few banks.

Either I'm demanding, or I'm bad luck... always encounter problem.

Some good services which is in my mind:
1) A chinese lady at MBB kepong Bt. 8 (near Desa Kompleks) ground floor, customer service. Very fast, helpful, efficient and customer friendly, even though I can see her overload with work, pressure from customers, etc.

2) Update MBB passbook at KLCC MBB through main counter when machine is down. No questions asked, friendly enough.

Never encounter good cust service with StanChart, HSBC, Citibank Find me the "bad customer service" thread, and I'll list it down, until reach Bank Negara.

Ok, BAD experience... quite long, as I try to put in the details.

(1) [U]StanChart M1 Housing Loan[/U] couple of years ago.

Every mth, statement comes. One fine day, the statement comes with an additional RM2k+ deduction, with just a single line stating "Interest Payment" or something like that. Just 2-3 words only. Panic, so forgot whether wrote a letter/email or call up, i think walk-in to Jln Ampang 1st floor. Request for details on it, the customer service can't find the answer and fill up details for further request. Go home.

Within <2 weeks, receive letter from bank stating they will check/investigate and get back to me within <3 weeks from the letter date. Ok, fine with me.

>3 weeks = no news.

4th week = no news. Again, write letter to bank, refer case number, bla bla bla, asking for details.

6th week = no news.

8th week = no news.

By this time, I figured out what went wrong. I have an extensive Excel sheet created by me to track and trace my home loan + interest. S&C charged me lower daily rest interest monthly for the past >1 yr. Which accumulates to RM2k+ after 1-1.5 yrs. Imagine how the ppl or system do the calculation until can't trace the error >1 yr. Don't they close account/audit check every 1mth/yr ?

Anyway, I didn't inform the bank on what I found out. It's the bank to inform me what goes right/wrong to charge me RM2k+ as per the monthly statement. Two months, and S&C didn't provide any answer at all !!!

So, I check around, and decide to lodge a complaint to Bank Negara (BNM), stating clearly S&C charge me RM2k+ but cannot provide me with details on it, providing proof of submission 2 mths ago. Even the BNM official is surprise no action taken in 2 mths.

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BNM send an official letter to S&C, cc me, requesting the bank to investigate and come back within 2/3 weeks. This is getting serious, as BNM is like judge/court over the banking/insurance in M'sia.

Within <2 weeks, S&C comes back to BNM & me. At last, someone or some ppl are starting to work on it. I think they sort of starting to find out the reason, after spending how many nights going through >1 year of daily rest calculation, etc. What they provide is just a table or chart on the summary of monthly amount missed out.

I told BNM, not good enough, no details on each monthly figure. BNM agrees and help me chased S&C. The BNM official are kind enough to call me up once every week for status update.

Finally, after another 2 weeks (total 3 mths from the day i lodge complaint to S&C) they come up with the full details that I wanted and tally with my Excel calculation. BNM is happy also with the details, to close the case. I'm alright with it.



Break : Advertisement ... So, you think happy ending ? Not yet... more to come. Continue reading...


This is where things started to go under the sea... after rolling downhill for 3 mths.

S&C decides to send me updated monthly statement, from 3 mths ago. The customer service then decides to fax to me. What I received is another M1 bank statement a/c... of another person. A lady whose condo in Tmn Tun (next to VADS building or ex-IBM) with complete name, address, loan amount, loan balance, monthly payment, etc. Only missing is her tel no.

So, with this stack of statements, I call up S&C CS and told them I got the wrong statements. They say "oh... we'll fax to you again. BTW, pls tear and throw the statement wrongly faxed to you."

I was like -> *duh* C'mon, you want me to lodge another complain to BNM ? That your ppl send wrong P&C info to me, and just ask me to tear it up ? Anyway, after thinking for some time, I didn't take further action. Pity the CS which might be fired/suspended. After all, I get tired of this game and would like to get on with my life....


That's the 1st bad experience (and longest), more to come...

Agree, especially peak hours, or month begin/end (salary out, pay bills, transfer out, etc.)

However, not err until becomes unacceptable.

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Added on December 28, 2007, 11:21 amok, my 2nd case:

MBB turn pulak...

I used to have a classic CC from them, collected 63k+ points. Went to Cust Service at KL Main (Menara Maybank) to link it up with another MBB CC + other a/c, so I can view all in M2u.

After several days, I can see all linked up, but the points not transfered. So I call up and enquire, they will look into it.

2 weeks = nothing

3 weeks = nothing

4 weeks = I'm getting pretty bad luck with banks...

Went to SS2 MBB (previously next to KFC) and I think they ask me to fill up the d@mn form again to link up. WTF... already link up wat ?

Anyway... after another 1 week, still nothing... wrote an official letter to Maybank. Give them chance first. My 2nd letter will again... cc BNM.

Well, it works. Ppl start working again. Within <1 week, 63k+ points is shown in my M2u.

Problem solved.

But wait... by the end of first week, another 33k+ points is credited to me again.

The next week, another 28k+ points is credited.

This means, I have a total of >120k+ points balance.

Ok, I left the points there as it is... hell, no way I'm gonna inform them. Let them find it out through their own internal/external/whatever audit.

... 1 week turns to 1 mth

... 1 mth turns to 1 yr

... 1 yr turns to 2 yrs

By now, I'm pretty safe to say... our local banks & external auditors sucks. What happens after this on the CC points... I let you all guess...



This post has been edited by cute_boboi: Dec 28 2007, 11:21 AM

yes, 60k+ points to some ppl are immaterial, but to others, might mean something

Anyhow, the points are enough to exchange for a set of diningware retailing RM300-400+ in Jusco.

Also, although it is just points, but for banking, this is a big no-no when they are dealing with money.



Ok, there are a few more cases, but let me relate 3rd case first... which happened recently.

SCB again

Ok, time to do another annual EPF withdrawal to reduce the housing loan. EPF is declaring around 4.5-5.5%, while my M1 home loan interest hovers around 5.5-6.0%.

1) Went to bank to request 2 sets of bank loan balance letter for joint EPF withdrawal. Charge me RM50 for 2 sets. Received within 10 days. No problem.

2) Then only realised I don't have any original/certified Bank Offer Letter for the loan. Nevermind, I have plenty of time. Went again to request for it. Another RM50 fly...

Problem #1
1 week... ok

2 weeks =

3 weeks = I'm getting pretty bad luck with banks...

4 weeks = lodge a complaint to SCB. The support fellow just push the case to Jln Ampang branch. After 3 more days, I taruh the fellow... and within 2 hours, a call from Jln Ampang to ask me pickup the letter.

Problem #2
duh! I specifically ask/fill up in the form to have the 2 sets of offer letter to send to my home postal address. Told this nicely to the person. Ok, settled. Letter receive within 3 days.

Problem #3
Happily open up the envelope and found only 1 set attached.

Lodge another complain to SCB, and ask them to either:
(a) Send the other 1 set offer letter, or
(b) refund me RM25 (which I think they prefer not to...)

Within <3 days, another call from Jln Ampang. That's when Problem #4 happens

"Sir, you can come to collect the 2 sets of offer letter from our Jln Ampang branch"

My response looking at the phone... and this is what I told them:

"(1) I specifically ask/fill in the form to have it send to my home address"
"(2) I have already received 1 set, and I'm missing 2nd set, I don't need 2 sets now. bla bla bla... you know the cr@p, refer above. Please only send me 1 set, and not 2 sets now. 2nd, don't charge me additional RM25/50 or whatever... please make sure."

Another 2 days, and I received the 2nd set of offer letter. Finally... Submitted joint withdrawal at EPF last week.

Hope I don't get Problem #5 from SCB, which is multiple charge for Bank Offer Letter. The amount should be RM50. Not RM25 or RM75 or RM100. I'm going to monitor my statement next month. If it is not exactly RM50... BNM, here I come again...

.
Ok, update on 3rd Case: SCB did not charge me extra. So, no problem #5



StanChart Bank

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Added on January 25, 2008, 6:06 pmTotally agree with you.

My 4th Case: EPF
Maybe me myself has a lot of complaint...

Yes, first EPF withdrawal, they need the everything, S&P, Facilities, Offer Letter, etc. 2 sets if joint purchase. Even worse if 2nd house EPF withdrawal, the previous house S&P, RPGT, etc.

Since I manage to withdraw successfully in 2005/06 for this house, I was wondering why they need the whole set of papers too. But the lady at counter (somewhere 33-40 at EPF Jln Raja Laut) says need everything. So I run from A to B to C to collect everything. This is where Case #3 happens.

After 3rd time to EPF, another lady finally check my documents, and start pulling out all the redundant documents. Finally manged to submit and I left with half the stack of photocopied documents I came with, and wasted time to collect all the documents.

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Added on January 25, 2008, 6:08 pmI find M2u website services suits me very well. Plan and simple, unlike citibank website which has a lot of graphics and slows down. Security wise, I'm fine with M2u, maybe not as secure as citibank (keyboard logging, etc.)

No comment on MBB front-counter...


This post has been edited by cute_boboi: Jan 25 2008, 06:08 PM

Update on EPF:

As usual, the internal EPF is very efficient. Got my cheque within 2-3 weeks. Already bank in. Now my outstanding balance is <RM200 yes, less than two hundred ringgit outstanding only.

Next month plus interest will balloon up to RM300+. But I plan to dump in another RM300. Therefore, from Feb onwards, my monthly interest will be <RM10

In the meantime, searching for other investment (except unit trust).