Recently i had a very bad experience in one of your branch in Setia Tropika. I was there today @ 9am , after sending my kids to school i dropped by just to bank in some cash via CDM. Unfortunately cash jammed even though it was only for 82 notes of RM 100. I panicked as i was rushing to get ready & get back to work. I waited till 9.30am just to get into the bank despite the fact i was in a rush. I went into the bank at 9.30am. I met a lady at CS counter, without a smile its fine, told her what happened. She told me she will check and initially suggested to wait for 5 mins as the money could be in after sometime. I reconfirmed with her as the incident happened around 9.16 am and i don't think i would want to wait longer . Looking at my dissatisfaction, she suggested me to lodge a complaint. I said fine, she gave me a form & without assisting which columns to fill as i went to maybank before normally they let us know which columns to fill. As i was already rushing i went upstairs. My number was 8003 & running number 8001 at counter 7. I was so nervous as i wasnt dress for a bank & i had a work report to submit. Told myself its fine since just another person to go. UNFORTUNATELY, there was a police officer in uniform who came in & one of your officer at the counter asked him something and told him to enter counter 7 after the 1st customer with 8001 number left. KINDLY TAKE NOTE HE WASNT IN THE QUEUE. Again, i calmed myself down thinking it wont be long. Another counter outside called for customer with 8002, so i continued waiting. When it comes to my turn, the officer at the counter 3 told me he cant assist and i need to wait to be assisted by the officer at counter 7. I was already upset as i was running late to submit my work report. I didn't think the process will be this long just get the report done for MY MONEY that jammed in your machine. So i waited outside the room, but couldn't control my tears as other customers who came in after me with number 8006 ,8007 were called & attended at the other counters while i had to continue waiting. After some time, the police officer came out & i went in.I broke down once i am inside as the officer asked me why the form not filled & asked me to do so. Yes, it shouldn't have happened but i did break down as the events that been taking place from morning & unexpected visit in the bank was overwhelming. I calmed myself down again and filled up the form. Once completed , the officer in counter 7 told me it will take 3 working days. I was shocked. I needed the money that's why i banked in. Then i asked if i could get a report or anything to proof that my complaint is lodged , to my surprise he said nothing as he can ONLY key in my details AFTER he does all his work that pending. Regardless the money wont come in immediately according to him. I wasn't happy and told him this is an urgent case, why not attend to it immediately,he said he cant and asked me if i would like to see his superior. I said yes. A lady came as Assistant Branch Manager and she told me the same, the officer has many pending tasks and mine will be done after,maybe she will ask other officers to attend to it. Again, maybe ! HERE ARE SOME POINTS I WOULD LIKE TO ADDRESS :1. My money jammed in your CDM , if its outsource or not,it isn't my problem, its for you to rectify the problem not throwing it to me. NO OFFICER was there to reassure me that this would be solved and taken as an urgent case. All the officers were speaking about processes. WHY WAS THE POLICE OFFICER UNIFORM ALLOWED IN WITHOUT A NUMBER? Where was the process then? Are we a normal customer that our urgency isn't as important as someone with such title/ rank in the society? Despite numbering system, those who came after me attended 1st while i need to wait for someone not even in the queue?2. How can an officer tell a customer he has other pending work so he would only attend to my case after he settle others? Be mindful, i wasn't there as planned, my money jammed in your CDM.It wasn't my fault in the first place. 3. I was informed it will take 3 days and when i asked if saturday & sunday not included? He told me yes,i need to wait. But when i called the customer service she said if its reported now, by tomorrow noon this can be rectified & sunday evening i could receive the money. Please tell me , which is the right info? As an officer in the branch, cant he assist me the same for me to receive the money by Sunday too? 4. Its the month of Ramadhan, is this the right way to treat your customer? Yes, i might not be a big shot but again please treat ALL the customers equally. DO NOT BELITTLE any of us.The worst customer service ever!!!!!!
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