Standard Chartered debit MasterCard headache

My recent letter to Standard Chartered. I'll post updates as it develops.

Dear Standard Chartered,

I am writing with regards to a disputed eSavers debit MasterCard transaction. This email also outlines my experience thus far, as this matter has not been resolved, 10 days after first calling in.

On a recent trip to the local petrol station, I had the unfortunate luck of being there when their outdoor credit card system was offline. I then proceeded to the counter, and asked for a full tank. However, the sales assistant claimed that their indoor credit card system could only charge a fixed amount, instead of the usual credit blocking. She proceeded to charge RM100, and advised me that she would void the transaction if I pumped less.

My bill turned out to be RM94. I got the initial transaction voided, and signed a new sales slip.

I proceeded to call the Customer Service hotline to follow up on the status of the RM100 refund. I called once on the 14th, and again on the 16th. On both these occasions, I was told that the amount would be refunded within 3 to 5 days, as it was a standard procedure for the bank. I was advised to call again if the amount was not refunded by the 18th.

As the amount had not been refunded, I called again on the 19th, and spoke to Mr. Kunen. This time around, I was told that the debit MasterCard did not support voids / refunds, and I was supposed to have received a cash refund on the spot from the merchant. After clarifying my case, I was advised to fax in my voided transaction slip for further investigation. I was specifically told that the case would be
investigated within 3 business days. Despite the inconvenience of having to fax the necessary documents, I managed to do so within an hour of that phone call. I also called the Standard Chartered hotline again to confirm receipt of the document, and the personnel on the line acknowledged this.

Sadly, when I called again on the 22nd, I was told that the documents had just been received, and would take another 3 business days to process from that point. Mind you, this was a Tuesday, over 72 hours since I had faxed the document.

I am extremely disgusted with the runaround thus far. It's been 10 days since the transaction took place.

I would be grateful if Standard Chartered could clarify the following issues:

1) RM100 refund: what is the status of this process, and exactly how long would I have to wait?

2) Debit card limitations: can debit card transactions be voided? The information I have received from the Customer Service hotline has not been consistent.

3) Customer Service runaround: Why was I given the runaround? Mr.
Kunen indicated that the the fax was only received on Tuesday, the 22nd, when I had sent it 72 hours earlier. I am not aware of whether fax machines are available in most homes, but I had to go to a local copy centre and paid RM1.50 just to have my document faxed.

4) Implications to interest earnings: I stand to incur losses to my interest calculation until the refund is made. What is the bank's stand on this matter, and will I be reimbursed?

I had assumed that after consolidating my accounts and switching to Standard Chartered, I would enjoy a superior banking experience. I now hesitate to use the bank's facilities altogether.


Sincerely,

Praveen Rajan

Also read Melissa's recent poor experience with Standard Chartered:

• Melissa Lai: Oh Lordy Lord! I am now a complainer
• Melissa Lai: Poor Customer Experience with Standard Chartered