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Why are customers denied entry into the bank?

Just because the system is down doesn't mean customers should be disallowed to enter the bank.  This doesn't just happen once to me, today was the third time I encountered this 'system down' thing at Ambank.  Being a prompt paymaster, I had to drive over to another branch to settle my car loan.  Fine, I still got to pay my loan on time.

Not today though.  After driving to another branch which is about 5 kms away, another 'SYSTEM DOWN' sign greeted me at the entrance of the bank. Worse still, an unfriendly security officer denied me entry into the bank.  When I insisted, he told me 'system down'. I persisted and said I wanted to make an enquiry. Still, he didn't barge. Firm as always, I said I want to make enquiry about my car loan. Having no choice, he allowed me in.  This is customer service?

At the counter, the staff was pleasant enough to explain that there was a nationwide system breakdown for Ambank.  I proceeded to ask her how am I going to settle my car loan which is due today. She,of course, asked me to go back and try 2 hours later.  Not someone who can tolerate poor customer service, I told her that we, as customers, should not be denied entry into the bank even though the system is not working. Not expecting a reply from her, I walked off.

2 hours past. At the point of posting this, I had just made a call to their Mortgage Dept less than half an hour ago, I was told by the staff that the system is still down and I should try again at 2pm.  I threw a question on who would be responsible for late payment in such situation. The answer I got was that I can make cash deposit at their machine up to 12am today. Fine, I shall do that. It costs me inconvenience but at least I don't have to incur late payment interest charges.

I am perplexed about the recurrent 'system down' or 'system offline' at Ambank.  I normally pay my mortgage either at the last day or two days of the month or at worst, the first or second day of the following month, such as today.  And, I had encountered three times of such situation in 12 months (my car is only 1 year old).  This seems to be a routine thing. You know what? I bumped into a customer who seemed to be used to their 'system down' situation and I boldly asked her whether she faces the same thing. She replied, 'Maybe early of the month audit'. What! At the expense of customers.

3 incidences of down time out of 12 makes 25%. Can someone give a valid reason for this?




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