一封写给Standard Chartered的投诉信

粉红拜金女

其实此事已久，只是纯粹想给药贷款的佳礼人一点警惕
由始至终，SCB并没有表现出任何歉意
而且，在我回复了一下这封email后就不了了之了。。。
这样的service，使我无法容忍的:@:@

**若此帖有问题，会引起不必要的麻烦，请关闭，谢谢！！


Hi Ms Tee,
Your sales manager, Ms Jane Ng did call me before withregards to my compaints but I don't think this issue has been resolved.



There's no apology and no regret showed during theconversation. Your sales manager tried her best to defend hersurbordinate and to my understanding, it seems like after-sale service isnot part of your product since she mentioned that this can only be consideredas disipline problem. She did mention that she'd investigate and may Iknow what is the outcome of your so-called investigation?



Yes, this is ONLY disipline issue of your mortgageexecutive and I demand to see at least an official apology or a warning letteris issued to that executive or else I don't see any action taken and how can weconsidered this issue is resolved??



If only a call without any apology and regret isconsidered as the way of an international bank resolving complaints, then wehave nothing to say but to admit to our LUCK.

Yours sincerely,
Zann (012-xxxx)
David (012-xxxx)


Dear Ms Gan,

Thank you for your patience and understanding.

I understand our Sales Manager, Ms Jane Ng have spoken to you on the 19th ofApril 2007 with regards to your complaint and I trust the issue has beenresolved.

Please call our mortgage hotline at +6 (03) 77118888 if you need any furtherassistance. Our automated phonebanking services now allows you to transfer fundvia MEPS Inter Bank Giro. Simply sign up for the services at any of ourbranches. You can also sign up for our e-statement, mobile and internet bankingservices.

Thank you.

Ms Tee
Standard Chartered Bank MalaysiaBerhad
Call Centre Malaysia, 2ndFloor, Plaza VADS
1 Jalan Tun Mohd Fuad,
Taman Tun DrIsmail,
60000 Kuala Lumpur.
Tel no: +(03) 7711 8888
Fax no: +(03) 7720 4757


Dear Ms Gan,

Thank you for your email.

We sincerely apologise for the inconvenience caused.

We have forwarded your complaint to the department concerned for investigation.Please allow us to revert to you by the 24th of April 2007.

Please call our mortgage hotline at +6 (03) 77118888 if you need any furtherassistance. Our automated phonebanking services now allows you to transfer fundvia MEPS Inter Bank Giro. Simply sign up for the services at any of ourbranches. You can also sign up for our e-statement, mobile and internet bankingservices.

Thank you.

Ms Tee
Standard Chartered Bank MalaysiaBerhad
Call Centre Malaysia, 2ndFloor, Plaza VADS
1 Jalan Tun Mohd Fuad,
Taman Tun DrIsmail,
60000 Kuala Lumpur.
Tel no: +(03) 7711 8888
Fax no: +(03) 7720 4757


Dear sir,

We'd like to lodge complain to Ms Ee Say Jiun, one of your mortgage salesexecutive who we had a bad dealing experience with. Her details as below :
Ee Say Jiun
IC# 790314-01-****
Mortgages Sales Executive
Price Solutions Sdn Bhd
109 Jln Ros Merah 2/3
Tmn Johor Jaya
81100 JB, Johor.
H/P#

This lady is in-charge of my mortgage loan and she was so eager to get the dealclosed and called us everyday to follow up closely if we're interested to abc in your esteem bank. We were rather disturb by her uncountable calls butwe gave it a try and applied for it.

After the loan was approved, we insisted to have a look on the policy before wesigned. We met up with this lady at my house and she gave us a not-so-clearexplanation.

What we were not happy about is, she never tell us how the interest goes,when the payment start, the RM200 set up fee & all the miscellaneouscharges and etc. This is our first time applying for mortgage loan and we'renot so clear about all the procedure and rules and she was just too eager toget the deal without giving us detailed explanation.

On the day we signed contract, we still have some doubts which need to furtherclarify with her but failed. This lady was so eager to go for her lunch insteadof explaining to us.

There was a promotion of getting a free DVD player upon success application& a chance to win 0 interest installment. She didn't collect the form fromus yet we have to make our way to SCB and handed it over. Unfortunately thislady was on leave. When being asked who should we handed the form to, this ladyjust simply told us to hand it over to ANYONE there. As for the DVD player, wedidn't receive it for quite some times so we called her but her answer wasshe's on leave.

We do not understand the statement, called her a couple of times butnever got answer. She always give us excuses, such as "I'll call youback" "Sorry I'm busy right now", instead, she never calls back.

Our developer called us recently that we can get our keys anytime. We calledher few times, wanted to check with her if SCB has alreadypaid full amount. This lady used the same EXCUSE again and again that wehave to seek help from our developer to "get in touch" with her.

As conclusion, this lady is TOTALLY IRRESPONSIBLE AND UNPROFESSIONAL withEXTREMELY POOR AFTER SALE SERVICE.

Your HQ called us once in somewhere in Dec'06 to understand theservice extended to us. We've expressed our dissatisfactions to them butto our disappointment, no action was taken and no improvement wasmade.

Being such a reputable and established foreign bank, we can't imagine thiskind of unprofessional service was extended. The market is getting competitive,professional and well-trained executive represent the bank. However, weregret to inform you that this lady definitely gave us a very badimpression of SCB. SCB will definitely not be our choice in any otherfinancial aids in future. We'll strongly not encourage any of ourfriends/relatives/colleagues to seek for any financial aids from SCB as well.

We sincerely hope a corrective action will be taken to prevent moredissatisfaction in future, whether to us or to any other existing or potentialcustomer of SCB.

We look forward to your early reply.

Yours sincerely,
Zann
David
Loan A/C#

[ 本帖最后由 粉红拜金女 于 24-6-2007 09:06 PM 编辑 ]

Liau

SCB 超烂，我也有申请他们的发屋贷款，曾经有九个月他们没有扣除我的principle,每个月只从我的户口扣除利息。我问他们是什么回事，他们却说我的屋子还在建筑中，所以只是扣除利息，但我已经搬进去超过一年了。过后他们也没有给我任何的解释，实在够烂:@

tpy627

老问题，不专业的贷款或保险代表在马来西亚还很多。。。。
你觉得她不想浪费时光解释你的贷款询问，或者是她自己也一知半解？

芋嘉

比上不足,比下有余
我用过UOB,烂烂烂
现在用SCB,烂
但比UOB好多了...SCB比较flexible一点..

UOB 的 internet banking 寄了三封信都没有回复,还说一定要回到贷款的分行去申请才可以,
我说我以搬到JB了,不能在JB分行办吗?他们说我一定要回到KL去办,INTERNET BANKING 不时给用户方便的吗? 为何我只觉得是不便..还有啊..贷款还多了要罚款..慢一点点就来追魂CALL..

我个人觉得你的CASE是那SALES EXE的服务态度,SCB没对那些不专业的Mortgages Sales Executive采取displinary action 也不对

小行星

对于那个 sales excutive, 我也是碰过钉子。

当时向她询问的时候，什么都没有解释清楚，只会催我快点把资料给她，让银行那里去 processing loan approve。由于资料不齐全，银行无法批准，也没有向我交代；问她的时候，才告诉我说不过。
她的态度很差，某天在 Tebrau City 碰到她的时候，她还会假假的装作不认识你。 虽然我买的屋子不是很贵，何必那么的狗眼看人低呢？

这个是对银行界来说一大耻辱，消费人有权利享有公平对待，身为服务业的人应该更有专业水平，而不是用那种爱理不理的态度来争取销售成绩。

小行星

还有哦，我碰过的是另一家银行 Alliance Bank。
我们申请的资料是保密的，可是那个扑该竟然到处告诉别人我们有 Ccris record。

那个扑该承认他有到处说我们，还想亲自向我们道歉。
他都害人了，还有什么好说的？
让我最不爽的是银行到最后竟然选择相信他们的员工，而不是我们。
也没有再回复我邮件，而是用寄送的文件来给我们。

还有哦，上个星期却让看到那个扑该在发展商那里，也许他看到我，然后快快走掉。
下次再让我看到他向消费人游说时，我绝对会告诉他们，他的所作所为。

以下是我投诉的过程。

Dear Ms Angeline

We deeply regret your experience with our branch staff.  We view this matter seriously and will investigate the issues highlighted in your email.  Please be assured that upon conclusion of our investigation and if need be, the bank will take appropriate action on the staff concerned.

We appreciate the time taken to provide us with your feedback and shall revert to you in due course.

Thank you.

Mary Magaline John
Assistant Manager
Customer Service
Tel: 03-7490 9738
Fax: 03-7490 9789


-----Original Message-----
From: Angeline
Sent: Monday, March 19, 200710:31 AM
To: Corporate Branding & Communications
Subject: Disappointed Mortgage Sales Executive from Alliance Bank

To whom it may concern,
I know that this email address is for enquiry, but please forward this email to the appropriate department and attend to me.

I, Angeline, would like to express my disappointment about one of your Mortgage Sales Executive – Md Azhar Md Noh (Ben), his mobile 019 – 7673262, who is based in Menara MSC Cyberport Johor Bahru (please see attachment for his name card), spreading my husband application loan status & CCRIS record to others without our consent.

On 25th February 2007 Sunday, we decided to buy a property at Seri Austin, Johor Bahru. After paying the deposit & the developer issued us the Hire Purchase in order for us to proceed loan from the bank. We met Mr. Ben there & wish to get more details from the promotion package which Alliance Bank provides. The package was really attractive. Before we gave him the completed documents, he requested us to make a copy of Purchase Hire which stated our details there, so that he could ask his superior to check if our details are black listed by Bank Negara. We are aware and understood for the action taken by him, since he doesn’t wish to waste both parties time if any bad record found.

The next day 26th February Monday, he called my husband and saying that Alliance Bank had his bad record of paying car loan, and it will affect my husband to get the loan from others bank. We didn’t give up after what he had told us, we tried to apply the housing loan from other banks. Till 06th March Tuesday, we went to look for the developer again, to request him to input another name on our Hire Purchase. He was surprised to see us, as thought my husband had the bad record and unable to get the loan from bank. Something had gone wrong; it must be someone who had told others about our so called ‘P & C’ details without seeking our permission!

Finally, we’ve get the approval loan from the other bank. What Mr. Ben had done to us really make us annoyed & disappointed! He has no right to do so & the working way is so unprofessional! If I’m not taking any action, he will do the same to next victim as well.

Kindly go through the above-mentioned and your favorable reply (action taken to Ben) is much appreciated.
(I’m very fed up with your bank and I hope you can give me a very good explanation on this issue and reasonable punishment for your staff.)

Thank you.

Best regards,
Angeline

jinggi

我也是SCB的。一句话：后悔！！！！！
告诉朋友最好别找这银行。真的是自找苦吃。

冷冷的风

我家人曾有2张SBC的信用卡，也是一塌糊涂，早就还清了，卡也退回了，还每月来信 ： 欠100， 下个月：欠100 加利息，生气到真的是去他们银行骂人，谁还敢要这样的卡

JoseFoo

总感到银行的代理做事很马虎， 他们为了生意而对你好， 过后就不睬你了。

我有个经验。 上次我到发展商的办公室， 我误认一个Pxxxxx 的mortage officer 为他们的职员， 我就很有兴趣与她交谈。她还美丽， 她以为我在搭讪， 她没有什么要踩我。 （当时我不是穿到很smart）。

后来我懂了， 我就说对不起。 因为我要了解loan的东西， 所以我说我会come back later for more info.

过后， 我想找回她， 她没什么踩我， 而是她另一个同事来与我谈。

第二天， 我pay my down payment, 她立刻改变态度，立刻Mr 前mr 后，我感到很不专业。


我最后选了ING。 他们的服务不错， 我agent还帮我催lawyer的loan document, 与update 我一切的东西。

芋嘉

哎..天下乌鸦一般黑..

我们是无奈的消费者..

绿意

好象外资银行的服务都不好噢？

小行星

不是外资银行而已，本地也是。

monkey_king

原帖由 粉红拜金女 于 24-6-2007 09:04 PM 发表
其实此事已久，只是纯粹想给药贷款的佳礼人一点警惕
由始至终，SCB并没有表现出任何歉意
而且，在我回复了一下这封email后就不了了之了。。。
这样的service，使我无法容忍的:@:@
...

是agent的关系吧。。。得不到DVD还好过我，我还要亏千多块:@:@:@！！！

PS：你应该写多一封信，问他们做么拿不到DVD player。

原帖由 JoseFoo 于 26-6-2007 01:04 AM 发表
总感到银行的代理做事很马虎， 他们为了生意而对你好， 过后就不睬你了。

我有个经验。 上次我到发展商的办公室， 我误认一个Pxxxxx 的mortage officer 为他们的职员， 我就很有兴趣与她交谈。她还美丽， 她 ...

你ing的agent真好。。。我的就差很多多多多（还害我亏了千多块:@:@！！！）

我的agent原本很大声的说loan没问题，最后又给我些小借口（还要我打电话才告诉我:@:@）。
害我迟了一个月多才得到别的银行的approver。

[ 本帖最后由 monkey_king 于 26-6-2007 03:45 PM 编辑 ]

barbara

投诉bank negara,他们肯定有反应。
www.bnm.gov.my

emei_t

我最近也是遇到bank的问题，不是loan而是屋子的fire insurance.
那天我才发现到bank竟然帮我的屋子保了300k++的火险，这是我屋子价值的一倍！:@
打电话去问，他们就只会推去另一个部门，搞到我要亲自去bank发飙，他们才帮我弄好。
下次大家要小心看清楚，不然白白给钱。。。

粉红拜金女

原帖由 barbara 于 26-6-2007 06:21 PM 发表
投诉bank negara,他们肯定有反应。
www.bnm.gov.my

其实我的第二封email有cc bank negara，可是好像也完全没有助益

粉红拜金女

想不到大家都有那么多不满
我以为我是第一次申请housingloan，比较不明白事理
原来不是

老实说，也许是我小心眼
我不能容忍得到不好的service
尤其是housingloan，我相信那些所谓的exec从中获取的commision应该不少
那么，就更应该给与良好的服务啊！！

我随便去服饰店买服饰
或去专柜买护肤品，都能得到良好的服务了

更何况是银行业

也许是政府的管制不够严厉吧？？

虽然常说新加坡人爱complain
但是有时候，我倒希望身处新加坡
起码有消费局出面处理
起码可使这些提供恶劣服务的一个警惕:@:@

dannyhwa

为什么大家都不要直接去银行办理贷款手续呢？？？

这就是华人贪方便贪小便宜的结果，

直接去银行绝对不会面对这样多问题。

JoseFoo

好可怕！！他们应该懂你的LOAN是可得到或无。。。。

我有申请bank的， 他们的letter offer很慢的，而且还要多多的document。
letter of offer 方面， 有一些疑点， 我问他们， 他们说没什么的，你不签就走包， 因为他们的offer很好。。。。。

luckycat

觉得，下次要找银行贷款，最好问那个 loan 的负责人，在那间银行做多久了。

如果是那种，刚上班的，就不要和他们讲多。找个有经验的。

负责loan的，很多hit不到target就被公司请走。人也一直换，没水准的服务。