Level 48, Menara AmBank, No. 8, Jalan Yap Kwan Seng, Kuala Lumpur, Malaysia – 50450
Dear sir / madam
I am continuing to lodge a complaint and claim (Now claims) concerning the dreadful response received from the ambank customer service department.
The problem appears to specifically rests upon the business behaviour of ambank's azleenda md. Yunos.
The narrative copied below should put you in the picture and i'm confident you will be able to access all email correspondence and supporting documentation already provided to ambank on your system, plus the numerous phone calls back and forth on the system.
In my view this reflects very poorly on ambank's ability to deal with a legitimate complaint.
Regards j. A. Vincent
Original message —
From : hyperlink "mailto:[protected]@yahoo.co. Uk"[protected]@yahoo.co. Uk
Sent : 2019/3/27 11:51:0
To : hyperlink "mailto:[protected]@ambankgroup.com"[protected]@ambankgroup.com
Subject : complaint and claim
Good day
I would like to lodge an official complaint together with a claim for charges raised by celcom for international phone calls made by ambank to my malaysian number whilst i was in australia.
The sequence of events were as follows :
On 8th march at 12.57 am, whilst still in kota kinabalu awaiting a flight out to australia the following morning, i tried to transfer rm 185 k from my ambank to an fda at hong leong bank. The transaction failed.
I made a repeated attempt at 1.22 pm which also failed and i phoned ambank for guidance. I was advised to change my transaction limits.
This i did and repeated attempts at 2.16 pm and again at 4.19 pm
I phoned ambank again and was then told the maximum transfer amount was actually rm 50 k
I then tried rm 50 k without success and phoned again. I was then told to try rm 49 k
Again, this didn`t work.
I phoned again and was advised to install the ambank secure app using my nokia phone and samsung tablet but this didn`t produce a barcode.
I was then advised to find a computer and install the ambank app on that. (This advice was given by miss wanie)
I found a computer in my hotel and achieved the desired activation.
I was then told the maximum transfer amount was actually only rm 30k and that i also needed execute device registration.
I then registered my device and attempted to transfer rm 30 k at 7.50 pm. Again this failed.
I phoned miss wanie and she asked me to try again. I did so at 7.55 pm without success.
Miss wanie then said the it team had gone home.
As i was flying to australia the following morning it was agreed that i supply my australian telephone number after arrival and attempts
To resolve the problem would continue.
You will understand that by this point it was abundantly clear that the ambank staff i had been speaking with up until miss wanie had insufficient knowledge of the transaction process, limit amounts or trouble shooting protocol.
Following my arrival in perth i received an email from miss wanie on the 11th march at 4.33 saying the matter was being investigated and requesting my australian telephone number.
I supplied my number in my email reply at 4.42 pm the same day and repeated this australian number in my email of the 12th march
At 3.28 pm.
There followed a number of phone calls from ambank in ongoing and unsuccessful efforts to transfer any amount to my hong leong fda over several days.
These culminated in three more attempts on tge 15th march to transfer rm 30 k at 2.31pm, 2.40 pm and 2.48 pm.
I then received an alarming text message from celcom malaysia saying my account would be terminated unless the outstanding amount was settled immediately.
This was surprising because, as is my standard practice before making overseas trips, i had settled my celcom account before leaving.
It then transpired that ambank had not been phoning my australian telephone number but my malaysian one and had racked up a bill
Of rm 547!
I was obliged to promptly transfer payment to celcom from my ambank account. (Thankfully this was a transaction that did work.)
I am confident that you will understand that this whole experience leaves much to be desired for a customer who has been with you for more than a decade.
I would be grateful if you pass this on to senior management and also initiate a credit to my account of this celcom charge of rm 547 which arose solely from ambank`s erroneous action.
One would have thought that this would have been the end of the episode but after my return and lodging my complaint then dahlia phoned to say she apologised but she had discovered the maximum transfer amount was actually only rm 10, 000.
In other words it would have taken me 19 days of repeated attempts at a dubious system to achieve my objective.
There have been a litany of subsequent emails and countless phone calls seeking resolution of this issue.
On the 5th april azleenda md. Yunos under the title of senior man – one stop resolution wrote me a letter expressing more apologies and promising to revert to me.
It is now more than a month later and despite emails and phone calls for her to explain the ongoing failure of ambank to resolve the issue she has hidden behind junior, albeit well intentioned, staff members such as jeanie, wani and dahlia.
If ambank had been responsible and timeous in reacting to my original legitimate claim of reimbursement for their error in causing me such a phone cost, i would have left things there.
After so much time and the apparent disregard for a long time customer this has now gone beyond this.
Looking at the ambank charter there has been failures at every turn.
I'm now seeking recompense for three independent claims.
– reimbursement of celcom charges arising from ambank's erroneous action
– reimbursement of lost interest between the leong bank's promotional rate of 4.2% and that currently given by my funds in my ambank savings account on the amount of rm 185, 000.00
– damages, yet to be calculated, suffered by myself as a result of ambank's continued refusal or inability to resolve this matter.
Should you also be unable to deal with this complaint and claim (S) please let me know.
I shall persevere.
Sincerely
J. A. Vincent
