Maybank

Date: 07 December 2011

Time: 09:00:43 MYT

From: Jino Lim

To: mbbcardservices@maybank.com.my

Subject: Complaint and feedback

Hi card services,

Please kindly assist with the below complaint or forward this to the relevant department if necessary.

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Card number:
Maybankard 2 Mastercard: xxxx xxxx xxxx xxxx
Maybankard 2 AMEX: xxxx xxxxxx xxxxx

Name: Jino Lim (Lim Jinq Sien)
Identification number: xxxxxx-xx-xxxx

Background of complaint:
Back in 8th November, I put through my credit card application at Maybank Sri Petaling. As Cyberjaya is nearer to my work place, I prefer to collect my cards during my lunch time instead of traveling all the way to Sri Petaling.

When the credit cards were approved on 23th November, I rang the call centre for both cards to be redirected to Maybank Cyberjaya. I was informed that the redirection can be organized and I would receive call from the branch when the new cards arrived. I took the words in heart and was expecting a phone call for few days.

As you can see from your records, I made several more phone calls when I received no reply from the bank in regards to the cards collection. I spoke to at least 4 consultants already. Every consultant I spoke to first informed that the cards would be sent to Maybank Sri Petaling. When I mentioned my request for redirection, I was again assured that my request will be honoured and I would receive call from the branch.

Not really happy with the outcome, I visited Maybank Cyberjaya on 1st December to check on the cards. I was duly informed by the staff in customer service that there was no card delivered to Maybank Cyberjaya. The staff also hinted that it may take up to 4 weeks to deliver a card and the branch will call customer to inform the cards collection. I left the branch in disappointment.

Impatience for the cards, I made another phone call to the call centre on 6th December. This time, it was confirmed that the cards were ready for collection. However, I find it intriguing to learn that after numerous phone calls made, my cards were never redirected to Maybank Cyberjaya. As much as I wish the cards to be redirected another time, I was totally numb with the empty promises. Moreover, it may take more weeks to organize cards redirection if I were not to collect them at Maybank Sri Petaling. Disappointed on the service delivery level, I screeched to Maybank Sri Petaling for my cards collection on the same day and wasted my time on the travel.

Upon looking at the envelop, the cards were delivered to Maybank Sri Petaling on 1st December, approximately 2 p.m.. The frustration derived from the incompetence to redirect the cards as per request. Secondly, there was certainly no attempt to contact me by the branch for cards collection.

The lack of follow up and service delivery level promised by Maybank had greatly impacted customers. I understand that the call centre can only read me whatever information on the screen and they will only forward my requests to relevant departments. This is a feedback to highlight my disappointment and experience with Maybank.

Expectation:
Imagine all the hassle and the experience endured for the Maybankard 2 Cards. Due to such inconvenience, I humbly request a compensation of at least RM 50 into the credit card account. You can contact me to discuss this incident further.

Contact:
I can be contacted on my mobile 016-xxxxxxx after 4.p.m. daily, or you can reply my email at lenard_xxxx@hotmail.com.

Thank you.

Regards,

Jino Lim (Lim Jinq Sien)
I/C: xxxxxx-xx-xxxx
Date: 07 December 2011

________________________________________________________

Date: 17 December 2011

Sent via express post

From: Malayan Banking Berhad (3813-K)

To: Mr Lim Jinq Sien

Dear Mr Lim,

Maybankard 2 Credit Card No: xxxx xxxx xxxx xxxx

Maybankard 2 Credit Card No: xxxx xxxx xxxx xxx

I refer to your feedback via email dated 7th December 2011 in regards to the above card accounts.

We truly value your feedback and wish to thank you for highlighting this matter to our attention. Please allow us to convey our sincere apology for the inconveniences encountered in regards to the collection of your Maybankard 2 credit cards recently.

Mr Lim, rest assured that we have taken the necessary remedial actions to ensure matters such as these are properly managed and to avoid any recurrence in the future.

We truly regret the impression that this incident has given you and we hope that it will not undermine your trust in our services. As a gesture of our appreciation on your valuable feedback, please accept the enclosed gift vouchers for you to enjoy.

Once again, thank you for giving us another chance to serve you better and should you require any further assistance, please do not hesitate to contact our Customer Service at 1-300-88-6688 or fax to 03-7953 8600 or email to mbbcardservices@maybank.com.my. We will be glad to assist you accordingly.

Thank you for your kind attention and at the opportunity to be of service.

Yours sincerely,

Farah Liza

Head - Service Recovery

Service Fulfillment

Customer Engagement

Cards & Unsecured Lending

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The above was my experience with Maybank credit cards recently. Attached in the post are the cash vouchers for McD!

Apparently Maybank is unaware of my dissatisfaction with McD. What a shame >.<

[Jino] - A man's not a man unless he knows how to shoot