Recently I’ve tried applying for a loan from Hong Leong Bank at the Pusat Bandar Puchong branch.
To put it mildly, the experience was out of this world. Let me share with you the complaint letter that I sent to their Chief Operating Officer!
24 June 2009
Ms M (Chief Operating Officer)
Hong Leong Bank BerhadDear Madam
Hire Purchase Application
The above matter refers. I’d like to bring to your attention an experience of having to apply for a HP loan on behalf of my wife (named as above) from your bank at the Pusat Bandar Puchong branch.
On 11th June, I went over to the branch and spoke to the sales consultant, Mr X (Pusat Bandar Puchong branch). At the same time, I passed over all the related documents that was required for the loan application, except for the bank statement. As the applicant was working, she couldn’t avail herself to meet Mr X. I was told that the loan application shouldn’t take too long, by Monday or Tuesday should be approved.
Hence Mr X came over to our residence at night to obtain the required bank statement, as well as passed have the applicant to sign the application forms on Thursday night.
My waiting for the approval begins. I called on the following Tuesday, and was told that it will be completed by Wednesday. When I called on Wednesday, I was told that it will only be completed by Thursday. I was obviously annoyed at all these excuses. Only when I threatened to speak to the branch manager, then only was my loan ‘miraculously’ approved on Wednesday itself. (My Question: If things could be settled on Wednesday, why should it only be done upon being me wanting to speak to the branch manager? It takes 1 week to get an approval??!!) That was when I started to lose my confidence in him.
That Wednesday night itself (17th June), Mr X came over again and passed some documents that needed to be signed by both the buyer and the seller of the vehicle. During that time, he was in a rush, and he marked the documents hurriedly on where the buyer and the seller should sign, and left thereafter. (My Question: Why couldn’t he be more responsible and have the applicant sign the documents in front of him so that there won’t be any mistake?)
Upon examining the documents closer after he left, I noticed that for the JPJ documents, on places where it says the new owner to sign, he marked as the seller (previous owner to sign), and vice versa. I may not be familiar with these procedures, but I’m not illiterate to that extent. I called him up and told him about my concern, but he said to trust him and just proceed.
The following day (Thursday), I had to take the documents to the seller to let him sign it and passed them back to Mr X. (My Question: Why should I be the one that does this instead of your officer handling it?) It was a hassle for me obviously with these running around.
On Monday (22nd June), I had to meet the seller again to collect the JPJ inspection report, and passed the documents to Mr X again. As you have noticed, I’ve been running around between the seller and Mr X.
Mr X mentioned that the JPJ transfer should be completed by Wednesday. However, when Wednesday came, I was told that the signature of the seller differs from the seller’s loan (the seller’s hire purchase if from HLBB as well). (My Question: Why wasn’t this detected on Monday itself, or even Tuesday?) Mr X had to meet the seller to obtain another set of signatures. Thereafter, I was requested to provide a copy of my electicity bill, which does not contain the name of the applicant. I do not know the rationale for this and when I asked, was not given an answer as well. (My Question: Do you expect your customers to just provide anything that your bank request, even if it didn’t made sense and no explanation was provided? My Next Question would be, why wasn’t this requested earlier? I had to end my activity for the day just to rush home and get the bill sent to HLBB, otherwise there will be another day’s delay!!!! What nonsense is this?)
Now I’m being told that the processing will need another 1-2 days. Give me a break. If after all these nonsense that I’ve been put through, and your bank doesn’t even have the decency to go the extra mile and rush to complete it with immediate effect, all I can say is, shame on your customer service.
Not only that, the JPJ transfer would take another 2-3 more days, and that makes it a total of 2 ½ weeks to 3 weeks just to get a loan from your bank!
I’m not allowed to talk to the processing department to get them to expedite it. And the branch says they can’t do anything, meanwhile, I’m being played out by your bank’s inefficiency and incompetency.
If it was one or two incidences of human error, I can accept. But the number of incidences which I’ve highlighted, just makes this situation ridiculous, and a mockery of your bank’s service level.
Thank you.
Yours faithfully,
Melvin Ng
cc. Ms Y, Chief Executive Officer, Hong Leong Bank
Ms B, Customer Service Manager
The Manager, HLBB Pusat Bandar Puchong
This experience left me speechless!
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hey I got a few complaints of my own, can you write for me letter of complaint like the above?
I’m afraid you might not be abale to afford my rates…haha
Hi Melvin
I have a similiar problem with HLB , was wondering wthr Yvonne CHia reply you based on your letter you sent ? coz I m thinking of sending one to her , appreciate if you could let me know .. tks for sharing thou
Honestly I don’t remember if they did reply or not since it was a few years back, but there’s nothing wrong in voicing to them your opinion.