Maybank don’t seem to train their customer reps

On more than one occasions now customer reps at Maybank show they don’t know their products and services well enough. It’s basically wasting everybody’s time if they don’t train their staff to be on the same page as what they are trying to offer to customers.

Let’s talk about balance transfer on Maybank credit cards. I saw a good balance transfer deal when I was at a Maybank branch months ago. It is 0% balance transfer for 12 months with only 1% handling fee (usually 3% as it is a promotion). So I enquired whether I can balance transfer money to a third party like my wife’s credit card, as it is okay to do that in the UK. The guy, specialised in credit card balance transfer said no. But he then told me that if my wife is a supplementary cardholder of mine, then she would be able to do that. Okay so I applied a supplementary card for my wife.

A week or two later, my wife suspected that the Maybank branch called to tell her that the credit cards are ready at the branch but she missed the call, she was cooking in the evening. They didn’t bother calling again. They didn’t bother calling the principal card holder, that would be me, too, in case they have got the number wrong. We just waited for another week or two before we just turn up at the branch to see if the cards are ready. I tried calling their national customer helpline before, was put on hold for over half an over on a queue and eventually they just cut me off. Fantastic stuff.

So we just turn up at the branch expecting the cards to be ready anyway. That took us half an hour waiting for the customer rep to service a customer. Majority of them sitting around are financial advisers trying to sell you Maybank products, not really there to serve customers’ interest. This rep who is supposed to be the proper customer rep, however knows very little. We asked if I the principal card holder can view my wife’s transactions, so that I know how much to pay in the next statement. She was not sure, suggesting that my wife might need an online maybank2u account with them to view her transactions. Problem is my wife does not bank with Maybank and does not plan to have another sets of account with Maybank. Life is already complicated enough. We told them that RHB allows transactions from supplementary card holder to be viewed by principal card holder online. So is it possible I add my wife’s card so I can view her transactions? She didn’t know and had to call for help. Fair enough, meanwhile I had to go back to my car to scratch for more parking time. Don’t want to be fined by traffic warden.

We asked for the balance transfer form with promotion but this same rep pulled us an outdated one. She did not seem to know about these promotions. And she did not know who best to ask around her desk either, as it appears that there are people who know more about balance transfer than others.

After confirming that principal card holder cannot see transactions by supplementary card holder until the monthly statement, we decided to cancel my wife’s credit cards on the same day. Another issue is I haven’t received a single statement, by post or by email, from Maybank ever since I started using their credit cards months ago. When I tried hitting the point to this rep, she kept telling me that I can go online to check the e-statement. No, I don’t want to keep checking my online bank account for statements. I want to be notified when the statement is ready! As I don’t want to miss credit card payments! You cannot expect customers to always remember when in the month the statement is ready! So I had to fill up another form to tell Maybank that I want to receive my statements by email (they have my correct email address in the system BTW).

Back to balance transfer. Now that my wife’s credit card was cancelled. I pulled together necessary documents and try to balance transfer money to a credit card where I am a supplementary card holder. The guy, who is a balance transfer specialist, as I was directed to him straightaway without having to queue
the next day, seemed happy to process my application. The credit card statement I provided has my name and credit card number as a supplementary card holder. Then two days later I received an SMS yesterday:

RM0.00 MBB:We regret to inform that we are unable to accede to your Balance Transfer appl. Thank you for your interest shown.

Without any reason, with just an SMS they decline your application. Very helpful. So I had to call their national helpline again to find out why, despite knowing that I might have to wait a long time on the phone and be cut off without warning. Okay managed to speak to a rep this time, he did not however know that my application for balance transfer was declined and I had to read him the above SMS message. Waited a while again and he came back to me that balance transfer must be from principal card holder of Maybank to principal card holder of another credit card provider. Wow, after everything, weeks of running around, applications, face to face and phone communications, frustrations, now only you deliver me this crucial line!

You see, that is Malaysia’s culture. They like wasting everyone’s time. If Maybank have trained their staff properly, with the correct information, they could have avoided all these very early on. But the problem is endemic as you can see. It’s not just this particular case highlighted about balance bank transfer. You might argue that I am a difficult customer in this case, but you see, in the UK, I can balance transfer to any third party credit card. So unless they tell me clearly otherwise I wouldn’t know!

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