Home is where the heart is
Complaint Letter to Maybank Singapore – Bad Customer Service
Sent: Tuesday, June 24, 2008 4:14 PM
To:
Mailing Address : -NA-
Are you a Maybank Customer in Singapore ? Yes
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Details of Enquiry/Feedback:
I have a very bad service by Maybank Homeloan representative of North Bridge Branch. Overall the experience I get is slow respond, did not follow up inquiry, did not call back as promised at least 5 occurrences. It’s very hard to get her answer the mobile phone.
1. We have signed the offer letter on May 8, but my lawyer complaint to me that Maybank only send to them 3 weeks later. I’m not sure if this is due to typical Maybank processing time or late submission by the person in charge.
2. There mix up in the application for the credit card for myself and my partner. My instruction is clear that I will apply for Subaru Card and give supplementary card to my partner. And my partner apply for the family and friends and give supplementary card to me. The end results I received Subaru card without supplementary card. And Platinum card for myself and supplementary card for my partner. The Family and Friends card was rejected.
I requested her to address all my concern last week and ask for the commitment to address all my concern by this week. I did not get any follow up from her
3. The joint service account for the home loan. I follow up with her last week after I personally check with the branch’s office. To my surprise that the officer check the record and told me there is no joint account application at all. On the day we signed the offer letter May 8. We filled in the application form and pass the $10 for opening the joint account. I have entrusted her to handle the account opening money but yet she did not bother to follow up and give any update to me.
To me the overall service does not even meet the minimum requirement for a call center operator.
Yesterday we try to give her another chance to call her to find out the update. To my surprise the voice mail mention she will be away until next sunday. This is total unacceptable, if she ever plan to away for 1 week. Why don’t she informed me earlier?
I need the above 3 items to be address immediately. I do not see any reason any bank not able to get this correctly after 6 weeks.
I need who ever replace Pamela Loh to contact my directly and explain why things goes wrong and what action have taken to address my concern.
I’ll post the reply if any in the comment
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about 2 years ago
One of the Maybank staff called me after 1 hour and still want me to wait for the investigation.
Yet not able to address my issue.
I insisted the person must give me an update by Thursday.
Auto reply from Maybank
Dear Mr Ng
Thank you for your email to Maybank.
Please accept our apologies for the unpleasant experience that you have
encountered.
We are currently looking into this matter and we would appreciate it if
you could allow us some time to investigate. The relevant department
will revert back to you upon the completion of their investigations.
Once again, we apologise for any inconvenience caused and we thank you
for your patience.
Should you have any further query, please feel free to contact our
Customer Relationship Executives on 1800-MAYBANK (1800-629 2265) (local)
or (65) 6533 5229 (overseas).
Yours sincerely,
For Maybank
about 2 years ago
Another nice customer service officer A***e called back around 2pm with apologies and addressed the 3 items I brought up.
1) The delay of home loan offer letter to my lawyer. She apologized and find out the delay is due to late submission on Pamela.
2) Credit card application mix up. She apologized again and acknowledged on the lapse on their end on Supplementary card application. And promised to process the Subaru Sup card immediately.
3) Joint account application. She mention the account is ready and available to collect the ATM cards from any branch. I did not probe further on how come we did not know this. I believe most likely they create this today after I complaint.
At the end of the call, she offered some token to me, either 4 movies passes or shopping voucher. I opt for the shopping voucher as we seldom go to cinema nowadays.
I repeated how hard to contact Pamela and she never call us back as she promised. She mentioned have been feedback to her immediate boss.
We really give many chance to Pamela before trigger this complaint. As long as all the items resolved as it should be, I will drop this post and move on.
Ok. That’s all for this episode.
The moral of this story especially for the service line team…
Please notice any dissatisfaction of your customer earlier and address with effective actions. No point in keep giving excuses and never follow up promptly. The worse is disappear without notice in this case. This create unhappy customer. And may turn the whole company in damage control mode.
With prompt follow up and action will save everybody’s time and resources.
about 1 year ago
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about 1 year ago
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about 1 year ago
Nice, thanks
Cool article