Well not really a lucky day for me coz in order for me to find JPJ at Bandar Permaisuri, it took me almost close to a good 30-45 minutes to locate it.
Finally I found the place with much guidance and a nice parking lot, yeay! Almost forgot to mention, the purpose of going to JPPJ is not to pay fine ticket or to take new care number plate BUT to replace my lost driving license. Opps, I did it again! Well well well, those who knows me well, it happens quite frequently but with different things that I lost. It can be phone, wallet, jewelry or something insignificant that I don’t even bother to find it back.
Back to JPJ, I was told that I will require a passport photo and a form filled with my details before I can actually get to the waiting queue. Again, I didn’t bring it with me, so obviously I will have to find the nearest shop that I can actually get one. While I’m searching on the side walk of a row of shop lot, I saw a 7 with ATM machine. Conveniently, that should be a nice spot for me to withdraw some money for my own use.
Here you go, I put in the ATM card and everything seems to be okay. Enter the X amount that I would like to withdraw but ends up a few minutes in processing the transaction. After waited more than 5 minutes anxiously, it actually disappoints me a THANK YOU for using AM Bank without my money! Here go my ATM card waiting me to put it back to my wallet. I was like what, don’t tell me that you have deducted my account the X amount of money that I intend to withdraw. Please……
I waited for another few minutes with a dumbfounded expression to see if it is machine which respond slow to the request but there is no sound at all (you know, the sound of the machine calculating the dollar notes). Immediately I walk to the Maybank branch and check the account balance. Bingo, balance has been deducted with the x amount that I withdraw.
Immediately I make a call to AM Bank to lodge a complaint and they says it will be managed in a week time. A smarty like me (=p), of course will again lodge a report at Maybank branch to be on the safe side.
After one week…
A call to AM Bank Customer Service:
“Hi, I’m Ms. M here, I would like to check the status of my case.
- REPEATING MYSELF AGAIN ON THE CASE -
Hi, Ms. M, I will follow up on your case and will call you back by end of business day today.”
……………………….. 5-6PM, my phone rang.
”Hi, Ms. M, sorry that there are no updates at the moment because it is basically the other vendor late in paying back.
OKAY, so can you follow up the status for me? Yes Ms M, I’ll be calling you back on tomorrow morning. Thank you very much then”
Surprise that AM Bank service is not bad where at least to say it actually exceeds my expectation by a good follow up from the agent. I was thinking, hey… not too bad. Sadly, the story has not end! The next day, there were no call, I call back to the customer service to locate the agent for few time on the whole week, he has no been calling back. I tried to seek other agent help but they said to channel the request back to him and I have repeated by phone number for 4-5 times!
After two weeks…
Finally I call to Maybank, and surprisingly I only have to wait for 7 minutes to get to speak to a customer care agent. Wow… but another agent with a not very helpful guidance. His advice is to wait and check your account daily whether the refund has been done. What!!! Give it a try. They are really testing my patience and running thinner from time to time.
Today…
Make a call to Maybank again and waited 30minutes! This time I have a better solution where I suppose to call the branch to check the status of my complaint because it is a different system. I was given a the branch number and this time around a very helpful lady is helping me to check the status. Thankfully, the refund will be on next week Monday.
I feel very sorry for the local banking service hence we are promoting ourselves to be at the edge of technology. Firstly, the ATM machine is basically not my problem and what is the delay of the refund. If I would like to use the money to pay for any loan and due to ATM machine malfunction I might be late hence who will pay for the interest or late charges. Secondly, in my case, I don’t see a clear party in taking the ownership. After much of a search only I know that I should call to the branch. Process was never clearly define. It’s a mess!
- Ms. M -



