Complaint Letter to Standard Chartered Bank June 3, 2010

I would like to share my disappointment towards the automated phone banking system established and the response rate of your staff.

 I had received a consolidated statement on 01 Jun 2010 and was surprised to see an o/s payment of $165 for my personal credit a/c. I do not recall receiving any bill on this prior to this statement and on top of that, a late payment of $75 was imposed. Immediately, I tried to call the so-call 24 hour hotline at 10.00pm to seek clarification. The pre-established phone options did nothing but to route me around and whenever it says that I am directed to a customer service officer, the line got cut off by itself after a few rings. I repeated the same procedure for about 8 times till 10.20pm but to no avail.

 On 03 Jun 2010, I tried calling the hotline again and finally, I manage to speak to a banking officer on my issue. It was decided that I will terminate my personal credit account since I have no use for it and do not wish to make payment on its annual fee/late charges (again, I must emphasize that I did not receive the earlier bill on this). The officer then took down my email address and say that she will send me a form to close the account. We ended the phone conversation at around 10.55am. It is now 1.30pm, about 2.5 hours after our conversation and I have yet to receive the form. I am not sure why it takes so long to send a form that is readily available.

 I hope to conclude this matter as soon as possible. For your immediate attention please.

After note: I still didnt receive any form at 4.30pm. No standard!