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Monday, October 25, 2010

Another grouse against DBS

My friend Wendy obviously isn't the only one unhappy with DBS for cancelling her Gold Visa card without making it customer-friendly.

The following was what Auntie Lucia wrote about her experience in her blog, Food fuels me to talk...

Credit card nonsense
This post belongs to the “everything must complain” category. I’ve been encouraged to write about my own experience with the sudden notice from DBS Cards to cancel my Gold Visa (among other cards) starting Dec 1, after reading Boo n Bouquet’s version.

I was a bit non-plussed on receiving what seemed like a marketing circular that i almost threw away. Just as well I took a closer look.

The circular advised that “as other DBS/POSB Credit Cards bring you market competitive privileges and benefits”, the bank has taken the unilateral decision to close your ”DBS Affiinity/Charge Gold Visa/Mastercard credit card XXXX-XXXX-XXXX-7066″.

I hold two DBS cards and at first wondered if the bank meant both since one is what I assume is an “affinity” card (being a National University of Singapore Society card) and the other was once an affinity card too (to Raffles Marina, till some where along the way RM broke off its affinity with DBS and the bank without much ado issued me a new gold Visa card).

Then I took heart. Going by the last four digits provided by the circular, only the ID of my gold card ended with 7066.

And shucks, I’ve got a Giro payment for a small health insurance policy that’s been going on for perhaps 20 years linked to it. With the card gone, my policy may laspe and I don’t want that to happen.

I called the bank’s hotline. I waited for ages b4 I got to speak to a customer service officer and after many more minutes of explanation managed to extract a phone number from him, with the helpful tip on where I might find my policy number in my monthly credit card bill.

No, he could not arrange for the Giro charges to be ported over to my other DBS card. No, he couldn’t do anything. I must contact the insurer and make my own arrangements. And to think I had originally signed up for that insurance package because the card issuer made all the arrangements!

More time wasted with the insurers be4 I got the necessary form to instruct the insurer to instruct the bank to deduct.

I’m not the only DBS credit card holder inconvenienced by the bank’s unusual move to delete a whole slate of cards at one stroke.

Perhaps the 7066 cards are cards which are hardly used by their holders.

If so, DBS should have given card holders a choice: use them more often or give them up. And if you give them up, we will help you move your Giro arrangements to other DBS cards you use. We will also help you to consolidate your reward points rather than force you to consume them be4 Dec 1.

That would have been a lot more customer friendly.

But then, when you are Singapore’s biggest bank, who cares about being customer friendly!

2 comments:

  1. Why do they drop you when you seem the sort who pays up in full each month? And yet they are marketing their own and affinity cards to all and sundry, some of whom will doubtless not be able to afford to own more than one card.

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  2. Anne, they didn't single me out, as far as I can tell, since it's a circular I received informing me of the termination. Mayb u should read an earlier post in this blog on the same issue? :P

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