Sharing a recent experience with a local bank, been using a credit card for umpteenth years. Lately, in 2021, I decided not to activate my new replacement credit card because I didn’t want to overspend and it’s easy to overuse. The same year the said bank asks me to pay the annual government service tax of RM25 which I paid.
In 2022 I was given another invoice to pay the annual government service tax of RM25 for a non-active credit card. (Attached)
I email to the said bank enquiring about pay for a Card which is not activated. They demand that I have to pay the compulsory service tax and they keep harassing me with messaging every alternated day.
I received a call from a lady officer with reference to my email and she politically told me I have to pay the govt service tax and there is no way out. She too advises me to call their call center to cancel my card. As usual, when you call their call center it will take 10-15 mins before anyone picks up to answer the call.
I actually wonder, have their CEO and board of directors tried to use the stinking service at the call center. They will be frustrated to know how depressing it is to get help from their center.
I was contemplating getting some help from a government agency that can sort this problem out. As usual, when I think of a government agency it will be the usual standard reply “Dalam Perhatian” or might not reply or acknowledge your complaint.
I realized that some years back I made a complaint to this specific agency and they promptly attended to my complain by asking the company (Insurance) to explain.
The agency which I refer to is Bank Negara Malaysia (BNM). I email them and their response was fantastic, they immediately reply to me that they will look into this as soon as possible.
In the meantime, an officer from BNM have send me an email and told to wait for 2 weeks to see the response from the said bank.
I again received a call from the bank’s lady officer and she still insisted that I pay the Government Tax.
I posed her these questions: -
1) Is there any written letter to say I requested for the renewal? They are the one who send me the card.
2) The new card they send with a letter only mentioned how to activate the card and it does not say what to do if you want to cancel or deactivate the card. I told her the bank must have some responsibility to advice the customer on this too.
3) They should ask the officer who issued the card to pay the government tax.
4) I told her the bank have all the right to produce me in court if the can answer to the above question and show evidence.
Subsequently they abolish the service tax and deactivate the credit card. (Attached).
Now I wonder how they managed to deactivate the card when they were very adamant, talking all the laws of the land and insist to succumb to their demands.
To all of you out there if you have any problem with Local Bank or Insurance company you can channel your gross with BNM which has a very dedicated officer who will try to help you solve the problem.
Before sending in your complaint to BNM, you need to write to the company (Bank/Insurance) to get an explanation for your problem if it’s not solved.
Here are some guideline and Info when contacting BNM:
1) BNM - From as the Financial Services Provider (PPK) regulator, our role is to ensure that PPK operates the business of financial institutions in a fair, responsible and professional manner. BNM only handles issues related to violations of laws and standards regulated by BNM. BNM does not handle commercial disputes between you and PPK including directing the payment of compensation by PPK.
2) Scope of Complaints Handled by BNMLINK
3) Complaint Submission:-
For submission of queries or complaints, please submit via eLINK. (https://telelink.bnm.gov.my/).
4) You can also pick BNM form from any bank as they are supposed to have stocks of it.
5) As for Telco you can channel your complaint to Malaysia Communications & Multimedia Commission (MCMC) @ https://aduan.skmm.gov.my/
So don’t be cowed by these big bullies.
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