i-account incident...

On Friday, my husband and I wished to settle several outstanding issues that involve quite an amount of money. We had opened an i-account (a current account that utilises Internet Banking) with Maybank a fortnight ago. At first, I wanted to deposit cash for the payment, so, I have to transfer funds from our i-account to my ordinary savings account, withdraw the money and pay the bills. It is as simple as that. But no, it was more complicated that what I would expect. First, I could not do fund transfer through Maybank2U simply because I could not get TAC for the transaction. Why? Because we cannot apply ATM for the account as we agreed that both to sign is the condition of this account. Ok, fine with that. I called the hotline, and asked how to get TAC through phone banking. She explained well, and fine with me. We went back to get our cheque book and off to Maybank at Bandar Baru Bangi. Filled the form to request for Phone Banking (PB) and then, the problem surfaced. We were told that we cannot apply for PB because we have set the 'both to sign' condition. And what is more irritating was, they told us, right on our face, that we should not be given Internet Banking (IB or Maybank2U application) at all because of the 'both to sign' condition. And moreover, the assistant manager (that what he claimed he is.. but sincerely I think he is more of less a cleaner judging from his lack of courtesy and rude attitude towards both of us.. our office cleaners are better than him) blamed us for (1) getting the IB utility and (2) applying online for the i-account, so, all the confusions and not-in-order procedures are our FAULTS! How could he say that to us when all we did is fill the form and politely asked the officer whether we get the IB options when we asked for 'both to sign' condition (because if we can't, we will not proceed with the account..). His staff was the one who processed it, his manager to approve and release the cheque book written on it 'both to sign' condition. They accused us to be lack of information, when we did not even informed by the lady officer that with both to sign condition, we cannot get IB and hence the statements (i-account has only online statements, not the ordinary hardcopy statements..) and we should change to 'either to sign' condition. We were not informed at all. She just processed it, gave us Access Number and PIN for IB, and 3 days later we got the cheque book. Who's fault was that?





The point is what is the purpose of Maybank created the so-called i-account when the customer cannot access IB? Simply because we have set the condition of both to sign for the account. Well, if that is the case, when we called again the hotline number, and asked whether there is any statement for our transactions post to our address, she said no. So, how can we check the activities when (1) we simply been denied of having IB and (2) no action from Maybank to send hardcopy statements if they are aware that this account should not have IB. There are many loop holes in Maybank procedures.. many irritating loop holes.



But most of all, we were frustrated with the rudeness of this assistant manager, who did not know how to say sorry when it is clear that all these are their faults. Maybe most of Maybank personnel have been trained to not admit their faults and blame the customer for any conflicting issues surfaced from their wrongdoings. We would very much like to meet the manager, but he's not available (or someone is saving his ass.. that's what I can see here). After the incidents, we could not bear the frustration and close the account at that branch. Although it is the nearest to us, we rather go to Serdang or any other banks that provide similar service to open the new account.



We have filed a complaint, but I don't know whether Maybank will take real fast action to our case, especially to 'the' assistant manager and 'the' lady officer who attended our request. I have friends working with Maybank at the HQ. I just hope that they have not changed into somekind of lady without attitude while working with the bank.



Nevertheless, on the same day, I wrote a cheque for the bills, deposited it and it was cleared on Saturday. Most probably we will close the account and open it somewhere else, at other bank. 100% sure we don't want to deal with Maybank Bandar Baru Bangi branch in the future.. except to deposit my claim cheque. Damn! still have to go there.. *sigh*