Standard Chartered debit MasterCard headache - Update (1)

It took Standard Chartered over 16 days to resolve my disputed debit card transaction.

That's ridiculous considering that the usual process takes between 3-5 working days. While the officer handling my case was polite and patient, I do believe that there were serious miscommunication issues between the customer service team and product managers.

The questions I raised in my last blog post (and letter to the bank) have yet to be answered, but here's what I've gathered thus far:

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

16 days. The process usually takes up to 5 business days if you're lucky.

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

Yes. Debit card disputes are treated just like credit card disputes.

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.

Still waiting for an official response.

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?

Supposedly, yes. According to the officer I spoke to, the bank will calculate the interest for the days in question, and credit the interest into my account. Depending on the amount, you're unlikely to be able to decipher whether or not this happens as you won't see it until the end of the following month. It may just be small talk.

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• Standard Chartered debit MasterCard headache