An open letter to OCBC Bank
Dear OCBC Bank,
Almost 3 weeks ago, I called your hotline and requested for a replacement of my Visa debit card, because the magnetic strip on my current one has been damaged. Your tele-customer service officer informed me that a new card had already been sent out, because it is expiring soon, anyway.
Over a week later, when I did not receive anything, I called the hotline again. Again, your tele-customer service officer assured me that it has already been sent out, and that I should be receiving it in the next couple of working days. I accepted his assurance.
Last Monday, I had to go overseas, and had to draw cash and carry a lot of it, because OCBC could not deliver their promise of getting my debit card to me on time. The inconvenience of it is surely something that any customer should not have to endure, especially after 2 weeks of turnaround time for your organization to react. Is that so difficult?
I returned from my trip on Saturday, and to my utter dismay, my card has still not been delivered. Of course, I called OCBC up again, and once more, your staff told me that my card has already been sent out. She told me that she will, however, check with the card issuance department, and get someone to call me back to arrange for a courier of my new card to me.
This morning, I received a call from another one of your staff, who has been assigned to handle my case. He informed me that the card had been sent out since 1 July 2010. He expressed his disbelief in the tone of his voice, when I told him that I have not received anything in the last one month.
So now we have a missing card out there, which has my existing Visa card number on it, and which can be used for any online purchase. Your staff not only did not apologize for that (nor my inconvenience of not having a Visa card), he also simply told me that he’ll arrange for a new card to be sent to me, by regular mail. When I insisted on having it couriered to me (do I really want to risk another missing card?), he informed me that I will have to bear the courier charges! Oh, I am indignant!
I then asked him to send it to me by registered mail, and he told me that OCBC doesn’t practise using registered mail, because out of their 1,000,000 customers, I’m the only one who didn’t receive my card. What? So it’s my fault that I didn’t receive the card? Or is there something wrong with OCBC’s ridiculous mailing policies?
If you cut down on all the junk mail that you send us:
- One letter for every beneficiary or payee we add to our account via internet banking
- One letter for every time we change our account details
then perhaps you could afford to use registered mail for each ATM / Debit / Credit Card that you send out to customers? I’m really shocked that you’d send a replacement card (which has a valid Visa card number and CVV, and is pre-activated) by regular, unregistered mail!
If your online banking system and its security is so good, then any transaction or changes I make via internet banking should NOT have to be confirmed by yet another letter that I do not need nor want to read. In addition, I’ve already received SMS confirmations of all these transactions, so why in the name of all things beautiful would I want another avenue to re-confirm it?
And did your other departments not receive the memo on OCBC’s green campaign to get customers to sign up for e-Statements? Why are you still sending countless paper mail to customers who have opted out of receiving paper statements? It’s like taking on a second job to earn more money to contribute to my housing fund, and then spending all that money on a shopping spree. Completely pointless and a waste of effort!
So please, get your act together.
I switched to OCBC from DBS about 5 years ago, simply because I believed that OCBC could provide better banking services for my needs, and because OCBC has so many ATMs islandwide that I never need to queue up to withdraw my own money (it’s ridiculous to have to queue up to get your own money, in my opinion). Right now, OCBC is just disappointing me with its inflexibility and mediocre service. It really should not take 1 whole month for a customer to get a replacement card, and a distressed customer sure does not need to feel patronized by rude customer service officers trying to push the blame.
Perhaps I don’t have enough money in my account for your bank staff to take me seriously. But if that’s really the case, maybe OCBC would like to inform me that I should move my money elsewhere, so I can stop wasting my time trying to communicate with your highly incompetent service staff, who think that it’s okay for banks to make mistakes, simply because I’m one out of a million customers who has been unfortunate enough to face the problem.
From your disappointed and indignant customer,
Update: 1217hrs – OCBC staff says they’ll waive the courier charges to send my card to me, but says that they can only send it to my home address. I told him that nobody is at home to receive the courier delivery, so could they please send it to my office instead? He tells me that I’ll have to send them an authorization letter if I want it to be sent to another address. Fair enough. But I tell him that I will pass the authorization letter to the courier, together with a copy of my identification card, when they courier it to me. OCBC staff tells me:
- We cannot do that
- You can cancel your account if you are dissatisfied with our service
- We do not have any direct contact with our courier people (Which means you just pass my Visa card to people who do not report back to you on deliveries?!)
- If we send it to your house, and nobody is there, our courier will leave it under your door if you authorize us to do so. (WHAT?!)
So that means I’ll have to wait yet another week to get my card, cos I’ll have to take time to mail them an authorization letter before they can arrange for another card to be issued and delivered via courier to my office. Why does OCBC insist on inconveniencing me so?!
Update: 1323 hrs – OCBC Customer Services Manager, Narayanam has called me. He has offered me an alternative (still, the courier is not authorized to collect any letter from me) that I can drop by an OCBC branch to pass them my authorization letter, to get my new card to be couriered to my office address, this Wednesday. I suppose I’ll just have to settle for that. Lucky for both parties, I have a branch close enough to the office, and I’m willing to do so just to avoid any further contact with their customer service personnel and to avoid prolonging the pain for both of us. Thank you, Nara.