LOUSY customer service hotlines are driving me up the wall. We need better customer service in Singapore, seriously. UOB is the latest to fall short of this.
UOB claims to have a "24 hour" assistance line but for the last five calls I made after working hours, they have not been able to help me at all. And so they asked me what was a convenient time to call and I said 845am, only to be questioned by the customer service officer on the specific timings of my meetings, why i had no other breaks in between and why they could not call me at other times. I honestly felt like I was interrogated and came to a stark realisation that I did NOT have to answer the questions. I thought THEY asked me for a time of MY convenience to call me back? Well, it's either before 9am or after 6pm and it turned out it had to be UOB's time of convenience.
I detest it MOST when call operators use "I understand" to brush me off. A solution will be given if he / she understands. They do NOT understand when it's not their bank statements that went wrong and not the ones who are clueless about ther bank statements and do not know what to do.
My most terrifying experience was when i had to connect an OCBC call opertor with her colleague at one of the branches and witnessed them argue over a term of my school loan on MY handphone. It ws the last resort because neither believed their other colleague told me a different thing altogether. We're talking an exeutive starup two years ago who had no idea what i was getting myself into with my school fees loan. Not when it was the start of repayment and any piece of inaccurate information meant having to accrue interests and having no evidence against the banks.
And there was Starhub, where the call operator insisted she understood what it felt like to have no landline connection because of Starhub's technical problem. I questioned what she would have done if she had an elderly or young child at home and nobody could call in. Speechless. Obviously, there is no understanding there.
I have ZERO trust in customer service officers, especially in banks now. Not when they are staff who do not have adequate knowledge of my products to service me.
Someone, pls start a service campaign. We need to educate.
