After I posted the previous blog entries, I immediately received a few missed call. I was too upset to talk to anyone, not after that 45 minutes on call with an agent that put me on hold as long as 15 minutes!.
UOB Buana representative managed to reach me the following day to apologize for the inconvenience and so on, but could not comment why none of the agent never returned my call. She also explained that a missing refund was indeed credited but in a different month and a different card account. While I am no longer in the interest to verify the past bills, I still would hold UOB Buana for this unnecessary argument. If they have indeed credited the full refund, the five or six officers that I spoke too in the past would have been able to advise me and suggested me to check again the missing refund. All they did is just ‘We receive your report and will be investigating it’.
I couldn’t help to think that these officers are either not empowered to do anything that receiving a call or simply not motivated in serving customers which is their job. How could a bank can get away with such poor customer service? How could a customer rely on the bank during emergency situation (e.g. transaction declined at point of sales where payment must be done immediately for urgent issues or reporting a loss card). The difficulties in getting an agent will definitely put all UOB Buana credit card hold a greater risk when reporting stolen/loss card.
Imagine if I loss my card, I still would be liable for any unauthorized transactions until I reported the card loss to the officer and the officer of the bank terminates that card. If I couldn’t get to the officer promptly or the processes is such that include a long verification questions (> 6 questions) and passed on to another officer with another holding time, the thieves may just done a lot of transactions in such a small time windows.
I made up my mind – I’ll be cancelling my account once all pending issues are resolved and perhaps review in the next 2-3 years once their processes become mature.
I got a call from Ms. Fanny while I was in town, but I didn’t speak to her well as I was in another bank. Till date, the vouchers never arrived on my home, which already takes 6 weeks to process.
Let’s revisit this:
- Very difficult in getting to customer service officer.
- More than often, officers are not really helpful as they only create reports and no follow-up.
- Processing times just get ridiculous for any requests.
- Flaws in both Credit Card centre PABX system and their Card Centre office which may result in looping menu (callers thrown back to main menu when holding to speak to an officer).
To be fair, I am haven’t got any significant issues with BCA credit card although I don’t use them as much, and it was not a Platinum card. I haven’t really try any other banks in Indonesia, so could it be that just the baseline or it was just UOB that need to catch-up? Leave a comment if you have any experiences with any banks.
