I have two moans.  One local and one not. At first, I didn’t and couldn’t be bothered to waste my time and effort to write a letter of complaint. What was the point? I’d either not get a response or something not worth reading. I got the latter. A standard email thanking me for my feedback, an apology for my unpleasant experience, and how my concerns will help upgrade the bank’s service to customers. Plus an invitation to contact the hotline or write to its email should I require assistance. Seriously.

This was my ‘unpleasant’ experience. On Oct 14, 2019, a customer service officer from my bank called to inform me that my credit card may have been compromised, and recommended a replacement. Yes, thank you Bank for being vigilant on my behalf, I said. Only one request. I would like my card before I fly overseas on Oct 28. 

I received many phone calls between Oct 21 and Oct 28 informing me that the card would be couriered to my address. I returned home on Nov 17. Still no card. On Nov 20, another bank officer called and gave me a report/reference number on my still absent credit card.

On Nov 23, I receive not my credit card but my credit card statement. On Nov 27, I emailed a question to the bank, “Where is my long overdue credit card?” On Nov 29, I recieved an email telling me that my card was ready for collection. On Dec 4, I collected the card at the KLCC branch after the necessary security identification. But, the card could not be activated. It was blocked. How, why and by whom? I had only just collected it over the counter. 

The customer service officer at the branch was very helpful and attempted to sort out the problem. It took several phone calls. And, another visit to the branch. The card was eventually unblocked and reactivated. I didn’t want to, but I knew I would be upset with myself if I didn’t share my disappointment with someone, preferably, the person in charge of credit cards. Unfortunately, that didn’t happen. Instead, I related my painful replacement credit card journey to a Premier Banking officer. I am a Premier Banking customer. Yes, really.  He helped forward my email to the relevant department. It was Dec 4.

I sent a reminder email to Premier Banking on Dec 17. It read, “Will the response from the credit card department take as long as my replacement credit card?  Why the sluggishness?”  On Dec 18, Premier Banking said my email had been forwarded to the respective department. I had purposely requested in my email for a meaningful response. On Dec 24, I got the meaningless reply – the template answer.

What’s sad about the whole process was no one cared. No one was accountable. Many different people called on various days, and spoke to me. But, there seemed to be no communication between these people. Which is why no one officer, took charge and followed up on my protracted card replacement situation. I got reactions to my actions. I received email responses when reminded. No proactive measures. The end result was no result. I also called customer service. A phone number that is a test in patience as it is perpetually engaged. Surely, the phone logs would have registered the communication status between the customer service centre and me – a Premier Banking customer.

Last month, my husband and I booked, or so we thought, a Sports Utility Vehicle or SUV for our holiday. The booking reservation, under the heading CAR, was for a Hyundai Tucson or similar. Instead, we got a VW Passat B8 estate or wagon. According to the rental company the elongated, lower sitting car was similar to a Hyundai Tucson. In my simple mind, the Hyundai Tucson is a SUV that is characterised by its taller stature and more compact design. Two factors that vertically challenged drivers, like us, carefully considered and preferred especially for driving in the narrower country lanes of England. It looked like a hearse, at least to me, and we couldn’t gauge where the booth started and where it ended. I was grateful that my husband drove and we were both happy to return it to the car rental company that now has a different tagline. That said, it didn’t try harder. It fact, it didn’t try at all to find us an alternative car, not even a manual SUV or something less long. 

I want to vote with my feet, and not have anything to do with companies that do not deserve my custom or money. Like these two.