We seriously need to fix our english – Maybank letter

Read here this letter from Maybank’s data management service. Maybank used to be the No1 bank in Malaysia, but like all things that have been at the top for too long, it is now no more….

The Malay version of the letter is beautiful, but when it gets translated into English – the true meaning of Manglish comes out. Read it and weep. (Click on picture to enlarge)

Beware- How Maybank2U took my money!

(This was sent to me via email by a named and signed person and I have verified the authenticity of the incident.) 

On Friday, Mar 14, I used Maybank2U to try to wire money to Thailand. However, before the transaction could be completed, I got an error saying my session has been idle for more than 5 minutes. Fine, I accepted the error message because it took me a while to fill out the form. I’ve gotten the error before anyways, and trying it again usually solves the problem.

So I filled out the form AGAIN reasonably quickly, and the Maybank2U site STILL responded that my session had been idle for more than 5 minute. At that point I figured there was something wrong with their system and gave up for the day.

I tried again on Monday, May 17, and got the same error message.

I finally gave up and went to a Maybank Branch to wire the money over the counter.

Imagine my shock when on Wednesday I get a call from my friend in Thailand that I had wired the money 4 times! Lo and behold, each of the 3 times where Maybank2U reported an error, the transaction had actually gone through!

Checking my internet transaction history DID NOT show the transaction! Here’s a snapshot of the transaction history taken today, as you can see from the calendar on the top right:

(ED: I have removed the snapshot as it contains account details)

I called up Maybank2U support, and they said that not only would I have to pay CANCELLATION charged of RM15 + RM10 PER wire transfer that I wanted to cancel, they also would not refund me the charges of making the transfer in the first place!  (ED: Not surprised, it is Maybank after all)

Finally the service rep said she’ll “check” to see if they can refund the original charges (but NOT the cancellation charges), but she was highly doubtful it would go through.

So this is what I, as a powerless customer of Maybank, have to face:

· The Maybank2U application told me in no uncertain terms that the transaction did not go through because the session was idle for more than 5 minutes.
· The Internet Transaction History does NOT show the transaction.
· And yet I have to bear the charges for those unauthorized wire transfers, AS WELL as the cancellation charges.

So how?

(ED: You are lucky you sent money to a friend, at least you have a chance of your friend giving you back the excess. Imagine if you had sent it to some company or worse still a GLC or Government Dept….it will be months before you get it resolved.)

Maybank employees are picketing….

They claim the bank is stealing their bonuses and they want to teach management a lesson by picketing. According to some insde staff, the real issue is that they are not happy with the new performance based bonus system. When I asked why? The only reason they could give me was that the boss might not like someone and unfairly penalise them.

If the above is true that obviously the Bank hasn’t done a good job in selling the case for change.

But dear MAYBANK employees – if you are angry at the management, please direct your anger to them and not to us the customer. Despite all the crap we endure with your bank (no wonder you are angry with your management) it is us who are giving you the business. So please don’t slow down on your counter service etc.

If you are angry with management – then direct you anger to them. Here are some easy suggestions:

1. Go in early and park your cars in all the “reserved senior management” parking lots. The they will be forced to find a parking lot and understand what you all go through daily with regards to parking.

2. Everyone send each director an email say every 15 minutes – yes you will nicely clog up their mailboxes and servers. After all isn’t maybank trying to practice open door policies where an employee should be able to talk directly to senior managment.

3. This is a good one. Get people into every toilet in the building and flush every toilet at the same time – see what happens…..

4. Set you email- “out of office” setting to say give us our hard earned money. In that way every single person who send you an email, from anywhere in the world will automatically get that reply.

5. Open an account with a competitor and as soon as salary goes in, immediately have everyone transfer it to the account with competitor.

So many things that you can do… but dont make the customers pay for your managements incompetence.

Look guys, do what you want but for pete’s sake, don’t further screw your customers. If there is no customer, there is no bank and if there is no bank, there is no you!

More Maybank Crap…

This time its Maybank2U.   I was trying to transfer some money and to do it I needed to get a TAC code.  When you click on TAC it will send the code to your mobile phone and you then key the code into maybank2u.  On  Thursday when I was trying this,  it took in excess of 30 minutes to get the code.  And while waiting , the system logs you out. !!!!!!

Then again, it Maybank…..

Update: Maybank ATM hoax – Maybank did reply….11days later

This is to close the loop on my earlier post on Maybank’s ATM hoax.

Dear En …….
sorry for the delay as I was on medical treatment and we are preparing our final year results to be announced tomorrow.

Thanks for your email and alerting us. We are aware of the existence and circulation of such fraudulent emails. From time to time, we alert the public and customers by issuing press statements as well as publishing on our internet portal at www.maybank2u.com.

I attach our press statement on this issue below. For your information, kindly check our website from time to time for updates of such issues if available. Maybank2u.com will also place alerts to customers when the log into their accounts.

Maybank’s press statement : http://www.maybank2u.com.my/corporate/press_release/200106.shtml

Press Statement

20 January 2006
Maybank Alerts Online Customers of Fraudulent Email

It has been brought to Maybank’s attention that some members of the public have received e-mail messages purportedly requesting customers to verify the validity of the e-mail in an attempt to obtain the username (ID) and password of Maybank2u.com customers. This is done with the intention to illegally access the customer’s account.

Maybank would like to clarify that such e-mail messages are not issued by Maybank and advises customers NOT to log in to any of the website links contained in the e-mail. If any customer had clicked on the link in the e-mail, they are advised to change their password immediately, by directly logging in through www.maybank2u.com.

Maybank would like to advise all customers that they should not reveal or disclose their password to anyone at any time online or on the telephone. For further information or clarification, the public can contact our Maybank Group Call Centre at 1-300-88-6688 or log on directly to www.maybank2u.com.

Have a pleasant day ahead.

Happy Merdeka!

Andrew Lee
AVP
Corporate Affairs and Communications
11th floor, Menara Maybank
Tel 03-2074 8478 | Fax 03-2072 2504
e-mail: andrew@maybank.com.my

I emailed Andrew on the 17th and I got a reply on the 28th… Not quite speedy gonzales is he…

Anyway Andrew probably has never called his Group Call Center… I swear that they are in Cahoots with the telco’s cause they keep you on hold for so long. In my case it was a good 20 minutes!

MAYBANK ATM FRAUD… MAYBANK SAYS ITS A HOAX EMAIL BUT THEY HAVE YET TO REVERT TO ME

This notification came via email:

Maybank Account Holder Please Read…

Whoever has the Maybank account number with ATM card, please be careful when withdrawing money through ATM machine,

1. For the first time when you enter the right pin number, a message “invalid pin number” pops up.

2. Then, when you enter your pin number for the second time, a message “invalid pin number, please call this number “xxx-xxxx” pops up.

3. If you call this number, you will lose all your money.

NOTE : if you encounter the above matter, please DO NOT call the number. One of victim just lost RM ! 700.00 on last Sunday and Maybank checked his
last transaction was on that day itself even though he did not withdraw any money. Please forward this to your friends.

Best Regards,
Normah Zakaria
Credit Risk Management
Level 29, East Wing
Menara Maybank
Tel : 03-20708833

My immediate response was to try and call Ms. Normah Zakaria to validate the email.  So I called the above number and got to a phone menu which was not helpful at all. I decided to choose 2 as it was the menu for ATM cards.  Then a new message came on asking me to call another number – 03-20703333.

I called that number and got to another automated menu. This time I chose the menu for lost card as I was sure a human would answer.  The person was helpful and gave me another  number to call.  03-2074-8650 or 03 20748474 . I finally spoke to an Andrew from Corporate affairs. After explaining to him what I ws looking for, he confidently said it was a hoax. He then gave me his email and promised if I forwarded him the email, he would in return send the press release that maybank has issued to clarify the matter.

I  sent him the email at 12:10pm , 17th August 2007.  Its now 8:28pm and Andrew still hasn’t replied.

Two lessons from here:

a: the mail is probably a hoax.

b: Maybank never changes – whatever they promise, they never follow through.

Maybank finally comes through

So the saga comes to an end as Maybank sent me a letter and a box of chocs to sort of kiss and make up.

Yesterday I posted this wondering how long will it take them to respond with a letter of apology.

I was told someone personally came to my house this evening to deliver the letter and box of chocs. Unfortunately I was not home but I managed to get it anyway.

So here is a picture of the letter and the chocs:

In the final analysis – all MayBank had to do was to learn how to resolve problems in the first instance. It would have save them a lot of grief and likewise for me. Now its time to enjoy the Paatchi chocolates…..

MAYBANK FINALY RESPONDS

TONIGHT – about 8pm I finally get a call from Maybank. And they were good enough to leave a voice mail and handphone number for me to call back.

So I called 017 xxx xxxx and spoke to Ms Aina, manager for the collection department.

She starts of polite but wanting to know what had happened. I told her I have no time for that, either she solves my problem or she can’t.

I asked her how did she mange to get my number – she replied they had found a communication between me and the bank that took place in November 2006 and it had my mobile number on it.

As a quick digression: In November, I called “the card with no spending limit” to tell them about a significant charge that was going to go on to the card. Guess what: MAYBANK said cannot and after a few rounds they finally said ok. Meanwhile I call HSBC and say that I am going to put on a charge that is 4x my card limit, and without hesitation HSBC said, for you Sir, no problem. I am sure MAYBANK is still wondering why that big charge did not come through to the AMEX card……

So she tells me there is no problem with my card and she doesn’t know why this happened and of course she gives the great government service line: “ITS THE SYSTEM”. In fact she blamed the system 3 times in the course of our conversation.

Actually there was a problem but it had nothing to do with the card I am using, and even with that it took her probably less than 60 seconds to solve it.

Think about it, something that can be solved in 60 seconds, has dragged on for 6 days!

After we have resolved the issue, she tries to again be polite – service recovery as they call it, by trying to explain to me her constraints. Guess what: MAYBANK DOESN’T CARE FOR ANY OF MAYBANK’s CUSTOMER CONSTRAINTS SO WHY SHOULD WE CARE ABOUT YOUR CONSTRAINTS!

Anyway, on my insistence, she has promised me an apology letter and it will be signed by Ashraf Ali Kadir (pic below…good looking brother), the head of Credit Cards. Lets see how long that will take.

By the way if anyone has problems with Maybank and needs phone numbers or emails of inside people to hassle, let me know. I will be glad to share.

MAYBANK REPLIES…. WITH MORE CRAP

This is Maybank’s email reply to me today:

From: mbbcardservices@maybank.com.my
Subject: Re: : Feedback – For Ashraf Ali
Date: June 14, 2007 11:04:18 AM GMT+08:00
Dear En Mohamed Ashraf,

Thank you for your e-mail.

We shall forward your email to the respective division for further attention.

Should we be of any further assistance to you, do feel free to contact our Customer Service Executives at 1300 88 6688 or fax to 03-20709081 or e-mail to mbbcardservices@maybank.com.my.

Regards

For MAYBANK,
Cards Business

Samsiah Nur Hafizan Samsudin
Executive
Service Recovery
Card Member Interaction
Customer Experience
Maybank Cards Business

So they are now going to refer it to the respective division for further attention. So let’s see how long this will take. Meanwhile it is now day 6 of ths saga.

Recall, the initial reason that they had to call me back the next day was because of the FLOODS in KL. I guess MAYBANK is still flooded.

FOR ALL RELATED MAYBANK POSTS, PLEASE GO TO CATEGORIES AND SELECT MAYBANK.

Who else is annoyed with MAYBANK’s POOR CUSTOMER SERVICE AMEX

Here is a list of posts / articles of people annoyed with Maybank

Maybank Amex: Problem using outside Malaysia

Is there anyone in Maybank?

Expensive charges from Maybank

Hygen’s analysis if Maybank2U (added on 25.06.07)
Waiited 25 minutes for a call to be answered, so I gave up and went to Public Bank (added 6.11.07)

Here is a story :

Visa & MasterCard-lah

… I went to Maybank Taman Midah to collect my new Maybankard Visa Credit Card (the one with Genplus chip). …

When I was there, at Taman Midah branch, I was behind this guy- who accidentally overpaid his credit card via ATM. Mean to say, the bank owed him some $$$ -lah kan. I kept listening to his story. He said, he called some ppl in Maybank, asking abt his overpaid $$$. He claimed that some ppl told him he can withdraw the money. So he did. Later, in his credit card statement showed charges for Cash Advance activity. Tapi nak buat macam mana, charges is charges. And the officer kept saying – keluar duit guna kad kredit via ATM diklasifikasikan sebagai Cash Advance and thats why you kena charge yada yada yada though the bank berhutang dengan you yada yada yada. Kesian. Just because of misinformation, things like these happened.

Another Maybank story here :

….I sold things that I brought back from the States and enough to cover our expenses for the past months. My bonus was not in the account yet despite my continuous nag with the HR to expedite the process. The kind clerk helped me with my ESOSII which I am going to sell for the car, and I am still waiting for RM800 checks from LHDN for my husband’s excess paid tax. While Maybank was cruel to take the only RM300 left in the account to cover the credit card debt, which is obviously has all the reasons in the world not to be paid, BCB helped with the new account and AmBank insurance for the kids are still on.

…But most of all, we were frustrated with the rudeness of this assistant manager, who did not know how to say sorry when it is clear that all these are their faults. Maybe most of Maybank personnel have been trained to not admit their faults and blame the customer for any conflicting issues surfaced from their wrongdoings. We would very much like to meet the manager, but he’s not available (or someone is saving his ass.. that’s what I can see here). After the incidents, we could not bear the frustration and close the account at that branch. Although it is the nearest to us, we rather go to Serdang or any other banks that provide similar service to open the new account.

We have filed a complaint, but I don’t know whether Maybank will take real fast action to our case, especially to ‘the’ assistant manager and ‘the’ lady officer who attended our request. I have friends working with Maybank at the HQ. I just hope that they have not changed into somekind of lady without attitude while working with the bank.

Nevertheless, on the same day, I wrote a cheque for the bills, deposited it and it was cleared on Saturday. Most probably we will close the account and open it somewhere else, at other bank. 100% sure we don’t want to deal with Maybank Bandar Baru Bangi branch in the future.. except to deposit my claim cheque. Damn! still have to go there.. *sigh*

Maybank famous for poor customer service:

…Since last Thursday, we’ve been trying to open a new account for the kids. All documents were complete. On Thursday, it was an hour waiting to be attended (and no, it didn’t get to our turn after an hour). On Friday, it was another 45 minutes, with the banker (customer service representative?) disappeared most of the time, until they said they had a problem.

So I got an earful of complaints from my wife on Friday night. The only mistake, I think, was that she went to a wrong bank, Maybank.

And another one…

…..I then rushed to ATM to withdraw some money as it’s only RM6 left in my wallet. F**k Maybank, my card still can’t be processed. Feel annoyed, I try my luck on BCB and yay, I got RM56 in my wallet! *haha* I believed there are some people out there having the same problem of mine with Maybank. I can say to withdraw money is similar like to cook ‘spicy rendang‘. That was stiff! (well I’m not a good cook). Hah, one thing, the Maybank’s Customer Service Exec. are so busy till they can’t even pick the phone up? Ish!

And another one….

When it was finally my turn, I rushed to counter 6 and handed the malay chap my broken card, IC and the two wrinkled forms. He made me wait for at least 10 minutes because he was apparently busy counting money which certainly wasn’t mine. He even told me to have a seat first but I insisted to just wait at the counter. After all the pretending-to-be-busy, he went over to see his upline and returned to the counter. He leaned forward and told me “I’m sorry sir but I need your dad’s signature because this is a joint account.”

…. which got me on the nerves after such a long wait and with him pretending like he could have processed my application.

In the first place, I have clarified with the receptionist who issued me the ticket that I am a joint account holder without the presence of my dad. This chap at the counter pula refused to acknowledge me and therefore I had to make a trip back home for a bloody signature, after approximately an hour of wait and not to mention a fairly unoccupied bank.

This is why I will never ever have a joint account again and this also portrays how EFFICIENT MayBank can be. I hate it when different individuals spill different sources of information like they know it all, which can really confuse people most of the time. I think it’s almost time I ditch this joint savings account which I had since ages ago and tell my dad to bank into my personal account, which certainly isn’t MayBank.

Well done Hong Leong, too bad MAYBANK….

So, of course, I got myself a replacement IC, which would only come in 3 weeks time. Therefore, I am now holding a temporary IC. With it, I expect to get a new bank account to deposit my pay cheque and then withdraw some money for my survival. So, I headed over to Maybank The Curve eagerly hoping to open a new account. When I went there, I got this classic reply…

“Sir, we do not allow any opening of accounts with a temporary IC…”

So, this would then be my reply for them, which of course I didn’t do, since I was rushing… Anyway, this is what I think:

What the fark is wrong with you people? Why is it that I can’t open an account with a temporary IC? Already, here I am, being miserable because I lost my essential stuffs and in desperate need for cash and you idiots are telling me I cannot open an account with a temporary IC? GO FARK YOURSELF!!! Do you expect me to farking live for 3 weeks on RM150 until I get my IC replacement? WHAT THE FARK WERE YOU GUYS THINKING!!??!! Are you saying I am gonna cheat the bank just because I have a temporary IC? People, the temporary IC is an original copy ISSUED BY the NATIONAL REGISTRATION DEPARTMENT OF MALAYSIA, OK!!!!! MOTHERFOOKERS!!! Why the fark is it so hard for me to open an account. It’s business for you guys and I was going to bank in at least a grand!!! You don’t want business?!?!!? FINE BY ME!!!! I have a bank account, 2 credit cards, and a hirepurchase loan with you guys and you’re FARKING SCARED I’ll cheat you guys? MOTHERFOOKERS!!!! FARK security. Don’t talk security with me. This is just absurd. If I were holding a photostated copy of the temporary IC, that’s completely understandable BUT I am holding the FRIGGIN’ ORIGINAL COPY~! !@*^#!*&@%&@#%@#

To any readers working for Maybank, yes, this is how discontent I am with their service. I was hoping to open another Maybank account as it has a wider network of ATMs. If you are working for Maybank, get your boss to read this post. I don farking care. I wanna let the whole world know how discontent I am with Maybank. Hell, you can even call me up and gimme a piece of your mind and I’ll assure you I’ll give you a hundred pieces of mine. Piss me off like that again, and I will not hesitate to switch banks.

Then I went to Hong Leong bank to open an account and walla, what do you know? Effortless! For that, I would like to extend by deepest gratitude to the friendly staffs at Hong Leong Bank Damansara Perdana in assisting me in my account creation. It was a great sense of relieve for me to finally be able to cash in my long overdued pay cheque. Thank you very much!

So I guess I am not alone in complaining about MAYBANK!