disintegrate

rate

To whom it may concern,

I am disappointed with the service provided by the customer service officer who assists me over the phone.

I called on Fri (9th May 2008) to enquire about the documents which I sent over to the bank as I was trying to apply for the ********* debit card. Upon posting my income tax assessment form over to the bank, I received a letter stating that I did not send any relevant document besides the photocopy of my IC. Surprised, I called up to ask. As it was about 10+ in the night, and the officer told me that he would get back to me by Mon or Tues, I left it.

On Mon, I got 4 missed calls (I suppose it’s from the bank) and the last call made was at about 1pm. on Tues, I received 1 call from yet another private number and I suppose it’s from the bank too. However, this time it came at about 1:45pm. On the 5 occasions mentioned, I was unable to pick up the call as I was working and I do not carry my mobile with me.

Thus, I called back on Tues at about 3pm to do a follow up. For that call itself, I enquire about: -

1) If I could go down to the bank to process the card over the counter.

2) What document(s) were needed besides the photocopy of my IC as I remember very clearly that the income tax assessment form was allowed?

For the above enquiries:

1) I still need the relevant documents even if I go through the counter.

2) The service officer stated phone bill, bank statement or cheque and did not mention about income tax assessment form. When asked, she said she's not sure and would need to check with the relevant department.

Following which, I asked when she could give me an answer. With that, she told me "the next day" which I clearly assume that it would be Wed (14th May). Leaving the time that I could pick up calls (2- 3.30pm).

The next day, I got calls in the morning and none till 3.15PM when I made the call personally to the customer service hotline. I was being put on hold for quite a few times and I still did not get my answers to my very basic question: "Why did I get a letter stating that I did not submit my back up document when I did send my income tax assessment form over?" just this question alone, it took 4 working days for the relevant department to check. I would very much like to question the efficiency of the bank. I did leave the alternative time for me to pick up calls, which was after 6.30pm, and I got calls before 6pm on that day itself. Does the customer officer take notice of the timing or am I just stating it to them for the sake of reporting it to them?

The letter I got clearly states that I could go down personally to any **** branches together with my IC to get my card processed and that income tax assessment was allowed. Does the customer officer know of the card policies?

When being told to put on hold (again), I rebuked and asked for an answer by 3.30pm the next day (Thurs, 15th May).

On 15th May, I called at 3.15pm as I have only received 1 call which I assume is from the bank in the morning. (Again, does the customer officer realise that I actually left a remark on the time which I can pick up calls?) as another officer picked up the call, he nicely told me that I could get my card processed over the counter and that he offered to put me back to the previous officer that attend to me. However, she wasn't at her desk. The bank did call for quite a few times after 3.30pm, before 6pm and I was unable to pick up the calls. Again, please note time of calls.

It was definitely a pretty disappointed experience with the customer service officer over the line and would like to highlight this to the bank.

It’s just a matter of why I got the letter stating that I did not enclose the document when I did and such an enquiry supposedly needs 5 working days to be replied to. Although I know of the terms and conditions of the card and am actually seeking assurance from the customer service officer, I get different answers verbally and in black and white.

Perhaps the bank does require such a long time to investigate into an enquiry but I personally feel that, in my own opinions that 5 working days is a tad too long for a regional bank to get back to me regarding a simple matter.

Thank you.