I know I was b****y upset by that call from a Standard Chartered Bank representative on Tuesday (Dec 4).
I thought I'd better blog about two calls I received from StanChart following that contentious call demanding payment with regards to my Visa credit card account.
After I received the first call while I was having my shower, I decided to do a posting on the conversation I had with the StancChart guy.
Then I left for Kak Ton's for our weekly MRT (Mee Rebus on Tuesday).
It was around lunch time at her house that I received a call from another StanChart representative who was responding to my complaint.
I was quite surprised.
I told him I had not lodged a complaint to anyone at StanChart. I can only assume that the other guy must have reported to the relevant authority in his section.
So, he explained that the (first) guy called me because my payment last month was short of RM14 something.
That made me even more aghast.
"RM14 something and StanChart had to harass me ....I was going to make my monthly payment anyway and that would have well covered whatever...."
I told him that it was ok, I would be making a full payment anyway, and was cancelling my card. It was clear to me that having been a cardholder since 1988 did not matter to the bank.
I thanked him.
I thought that was that.
I still had not decided to cancel my StanChart Visa card. I still had reservation. If I cancelled my card with StanChart, what guarantee do I have that other banks do NOT do the same.
I was still undecided.
So, I made my monthly payment (of my Visa) at the ATM of the StanChart Damansara Utama branch early the following day (Wednesday, Dec 5).
I wanted to think further about cancelling my card. I was weighing the pros and cons. The fact was that StanChart had never bothered or harassed me before that incident. In fact, StanChart had always been helpful.
Later (the same day), at about 2.15pm while I was at Ikano Power Centre (on assignment to interview someone), I received a call from Rina Tan of StanChart's head office.
She called to offer StanChart's apology for the call which she admitted was really a mistake. In a nutshell, StanChart wanted to make amends because it did not want me to cancel my card as it was aware that I had been a loyal cardholder since 1988.
I could have dismissed her and just cut short our conversation.
I did not. I was really no longer all that angry. And I am not a rude person. Besides, she was really nice and sounded so sincere.
We spoke. We talked.
I told her that I was sure that that contentious call from StanChart would not be the last from the bank.
She assured me that it would be.
I am taking her word for it.
Rina was clearly doing her job. But she must be doing a damn good job because she persuaded me not to cancel my card.
It was not just what she said but how she said it.
I don't know Rina personally. That does not matter but she gave me a good reason to keep my card....besides getting this and that and some other "privileges" for me.
Hey, I am not bribeable. But I am a customer. A loyal one too!