Bank's Fault But Not A Word of Apology

[Mdm Tang]

Hi John Seng ,

I can understand how you feel ...

It should not have happened but it did ...

What to do ... ?

Let's move on ...

By the way can you reproduce that letter here for us to see ...?






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http://www.dbs.com/sg/Pages/default.aspx


As a leading consumer bank in Singapore, DBS has an extensive branch and ATM network, bringing you innovative solutions to help you grow and protect your wealth ....



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ST Forum

Dec 10, 2009


Bank's fault but not a word of apology

I TRIED to withdraw $200 in cash from a DBS Bank ATM in Pasir Ris on Nov 13. No cash was dispensed from the machine but $200 was deducted from my account.

I quickly called customer service and was told the bank would check and call me within three working days. No one called, so I rang up customer service again on Nov 19 and was told the matter was still under investigation and the bank would need seven to 10 working days.

On Nov 24, I received a call telling me the bank had sent me a letter and asking me to refer to it. The letter was from DBS Bank's eChannel Servicing and signed by a Mr See Kim Seng. He said there was no discrepancy and $200 had been withdrawn from my account and I had received the cash.

I immediately called the bank and demanded to see the recordings of the closed-circuit TV (CCTV) cameras. I waited and waited but there was no follow-up from DBS and so I called again on Dec 1. I was told the bank was following up on the matter.

Finally, on Dec 3, I received a call from Mr See who was not at all apologetic. His first question was: 'The machine is faulty meh?'

I was furious and asked if he had actually seen the CCTV camera recordings and what was the outcome. He replied that it was the bank's fault and $200 would be deposited into my account by 5pm. But there was not a word of apology.

What kind of attitude is this? Is $200 just peanuts to Mr See? Is that why he did not take the trouble to investigate before sending the first letter?

I wonder how many such letters have been sent to DBS customers to settle and close a case quickly without carrying out a proper investigation.

John Seng

 

[Unrepented]

This is an audit issue. What if you did not pursue the case further, SGD200 extra cash vs the bank transaction records at the bank....... wonder how the bank staff account for it or where will the extra money go?

 

[halsey02]

This is an audit issue. What if you did not pursue the case further, SGD200 extra cash vs the bank transaction records at the bank....... wonder how the bank staff account for it or where will the extra money go?

Who collect the cash.....:p

 

[Mdm Tang]

Who collect the cash.....:p

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ST Forum

Dec 10, 2009


Bank's fault but not a word of apology

I TRIED to withdraw $200 in cash from a DBS Bank ATM in Pasir Ris on Nov 13. No cash was dispensed from the machine but $200 was deducted from my account.

I quickly called customer service and was told the bank would check and call me within three working days. No one called, so I rang up customer service again on Nov 19 and was told the matter was still under investigation and the bank would need seven to 10 working days.

On Nov 24, I received a call telling me the bank had sent me a letter and asking me to refer to it. The letter was from DBS Bank's eChannel Servicing and signed by a Mr See Kim Seng. He said there was no discrepancy and $200 had been withdrawn from my account and I had received the cash.

I immediately called the bank and demanded to see the recordings of the closed-circuit TV (CCTV) cameras. I waited and waited but there was no follow-up from DBS and so I called again on Dec 1. I was told the bank was following up on the matter.

Finally, on Dec 3, I received a call from Mr See who was not at all apologetic. His first question was: 'The machine is faulty meh?'

I was furious and asked if he had actually seen the CCTV camera recordings and what was the outcome. He replied that it was the bank's fault and $200 would be deposited into my account by 5pm. But there was not a word of apology.

What kind of attitude is this? Is $200 just peanuts to Mr See? Is that why he did not take the trouble to investigate before sending the first letter?

I wonder how many such letters have been sent to DBS customers to settle and close a case quickly without carrying out a proper investigation.

John Seng









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[Mdm Tang]

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http://www.straitstimes.com/STForum/Story/STIStory_464655.html



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