A complaint letter

TO : MANAGER
RHB BANK BERHAD
JALAN TUN RAZAK
KUALA LUMPUR


RE : CASH DEPOSIT ABORTED

I really frustrated with your services in this matter.

I bank in thro the Cash Deposit Machine on Monday 4 Sep 2006, 1.30pm in Jalan Tun Razak, RHB Center, amounted to RM1,100 or RM1,200. I didn’t very sure about the amount because I didn’t count before I bank in. However, I did the first attempt to bank in RM1,000 at the first time, thereafter I cancelled the deposits, and get back the RM1,000. Soon after that, I get another RM100 from my bag and trying to deposit again together with the RM1,000. In total, there are RM1,100. But, soon after that, the machine said “your transaction is aborted” and the screen pop up is “out of service”. I immediately lodged a report to your teller and she told me it takes 1 day to settle, and the amount will be credited back to my account. The teller gave me the person in charge’s phone no for me to follow up.

On Tuesday 5 Sep 2006, I called the person in charge (Ariffin) in the morning because I didn’t see the money in my account. I couldn’t get him despite so many phone calls. No body picking up the phone or people keep on transferring my call one to another. I finally went to the bank and looked for Ariffin. He told me he had to wait for reports and will credit back my money in the evening on Tuesday.

Today is Wednesday, 6 Sep 2006. I called again Ariffin at 10am. Still the same experience that I encountered, i.e. No body picking up the phone or people keep on transferring my call one to another. Finally I got him after 20 minutes attempts. He told me the money will be credited back to my account before lunch. He said “it’s still morning, cannot be so fast, right?” I was very surprise he said “cannot be so fast” as I expected the money credited back to my account by yesterday evening! I am queries and asking him if he treats his customer that way? I was so disappointed to his attitude. I am settled when he said he will credit back the RM1,100 to my account by today before lunch. However, soon after I put down the phone, he called me again and saying that the report shows only RM1,000 and not RM1,100. I cannot believe this is the answer that I should get. I already bank-in RM1,100 and not in my account for 2 days, yet Ariffin called and said it’s only RM1,000!!! He said he has to gone thro another round of investigation before he can credit back the money and DO NOT KNOW HOW LONG WILL IT TAKE!

I do not understand if this is the right process, which takes so long to INVESTIGATE, and I wonder if other customers experienced the same thing? To take 3 days or more to settle this problem is rather long and not efficient!

I really appreciate if you could look into this matter and let me know when can I get back the money as I need the money to pay for some of my bills very very soon. I cannot afford to wait for another week as my payment is overdue.

Thank you.