SINGAPORE: A Malaysian woman found a whopping RM400,040,404.04 (over S$114 million) mistakenly deposited into her account. However, Maybank froze her account, which led to many problems, as she recounted in a LinkedIn post.

Ms Hafidzah Abdullah, the co-founder of Malaysia HR Forum, wrote on Nov 29 (Wednesday) that while Maybank had made her banking experience “memorable,” the glitch that caused a large amount of money to end up in her account caused a lot of stress.

She wrote an open letter to Maybank over LinkedIn that read: “Out of a sudden, I found my personal MAYBANK account has RM 400,040,404.04, you’d think I hit the lottery, right? Well, not really – It is glitches!!! Now Maybank decided to block my account without any calls, message or notification at all. To unlock it, I had to visit the nearest Maybank branch & the officer had to call customer service to unblock it – which took forever & this is not my mistake!”

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Ms Hafidzah went on to write, “They say money can’t buy happiness, but Maybank knows how to buy frustration.” The glitch occurred at a particularly bad time for her, as it not only affected her but appears to have affected others in her company. Worse yet, the error lasted three days, wherein she had to do all the legwork to make sure she could have access to her account again, in addition to all the stress she had to endure.

“Three days of Maybank glitches during salary payout period is like a comedy of errors that no one finds funny. My personal account got blocked, the company account is unusable (SECURE2U is not working), and visiting Maybank has become my new daily exercise routine,” she wrote, adding that the customer service at the bank had also been less than satisfactory.

“Talk about a glitch that takes work ethic and customer service (who directs me to other branches, calling customer services that take forever) to a whole new level of inconvenience!”

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Ms Hafidzah, nevertheless, saw an opportunity to turn things to her advantage. Addressing Maybank, she offered to train its staff in customer service, work ethic, and development.

With the number of scams that have proliferated just in the past few months, it would be very hard to blame banks for wanting to crack down on suspicious activity. However, as Ms Hafidzah pointed out, Maybank’s customer service could have handled her case better.

Maybank has since told The Straits Times that the issue has been resolved and that no customer data had been compromised.

Mr Shaikh Munir Ahmad, whose LinkedIn bio says he’s the Head of Group Customer Experience Management, also interacted with Ms Hafidzah on the post, and the two spoke over the phone. Shortly afterwards, the matter was resolved, and Ms Hafidzah thanked the Maybank executive for his assistance. Based on the comments on her post, it appears that she is not the first person who has had this problem.

@lawyerwanazmir

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