Complaint​ Resolution

Not​ fully​ satisfied​ with​ the​ service​ received​ from​ ABA?​ We​ are​ here​ to​ help.​

Step 1

Contact​ Customer​ Service​

If​ we​ didn’t​ meet​ your​ expectations​ while​ serving​ you,​ please​ speak​ to​ our​ Customer​ Service​ Specialist​ through​ one​ of​ the​ following​ channels:

  1. ​​Call​ our​ hotline​ numbers:​ 023​ 225​ 333,​ 098​ 203​ 203,​ 098​ 203​ 333;
  2. Message​ us​ on​ our​​ website;
  3. Chat​ with​ us​ on​ our​ Facebook​ page;​

Very​ often,​ the​ issue​ will​ be​ resolved​ quickly​ in​ Step​ 1.

If​ you​ are​ still​ dissatisfied,​ please​ proceed​ to​ Step​ 2.

Step 2

Lodge​ a​ formal​ complaint​

If​ your​ complaint​ has​ not​ been​ resolved​ by​ our​ Customer​ Service​ Specialist,​ you​ can​ submit​ a​ formal​ complaint​ to​ the​ Complaint​ and​ Dispute​ Resolution​ Unit.​

Please​ complete​ the​ Complaint​ Acknowledgement​ Form​ and​ click​ Submit.​ Specialists​ from​ the​ Unit​ will​ be​ contacting​ you​ shortly.

Complaint​ and​ Dispute​ Resolution​ Unit:​ an​ independent​ and​ impartial​ team

In​ the​ situation​ where​ a​ formal​ complaint​ has​ been​ lodged​ to​ the​ Complaint​ and​ Dispute​ Resolution​ Unit,​ the​ case​ will​ be​ then​ managed​ by​ the​ Unit​ that​ offers​ a​ fair,​ impartial,​ and​ objective​ investigation​ of​ all​ complaints.​ When​ the​ Unit​ reviews​ a​ formal​ complaint​ about​ the​ Bank’s​ products​ and​ services,​ it​ will​ base​ on:

  • ​​Laws​ and​ regulations;​ and
  • Sound​ industry​ practices.

The​ 2-stage​ Resolution​ Process​

The​ official​ investigation​ of​ a​ formal​ complaint​ will​ be​ based​ on​ the​ 2-stage​ Resolution​ Process:

First-stage​
resolution
  • The​ Unit​ to​ conduct​ fact​ findings,​ evaluate,​ and​ propose​ amicable​ resolution;
  • ​​If​ a​ resolution​ is​ still​ not​ met,​ the​ complaint​ will​ be​ moved​ to​ the​ second​ resolution​ stage.
​Within​ 2​ Business​ Days
Second-stage​
resolution
  • The​ Unit​ to​ deep-dive​ into​ the​ root​ cause(s)​ and​ offer​ different​ solutions;​
  • If​ amicable​ resolution​ is​ still​ not​ achieved,​ the​ complaint​ will​ be​ escalated​ to​ the​ ABA’s​ Complaint​ Resolution​ Committee​ (CRC);
  • CRC​ will​ run​ an​ investigation,​ analyze​ the​ facts,​ and​ make​ a​ final​ decision.​​
Within​ 28​ Business​ Days

Every​ formal​ complaint​ submitted​ to​ the​ Complaint​ and​ Dispute​ Resolution​ Unit​ will​ follow​ the​ procedures​ listed​ below:

  1. Acknowledge​ the​ complaint​ within​ the​ same​ business​ day;
  2. Record​ lodged​ complaint​ status;
  3. Advise​ the​ next​ steps​ to​ be​ taken;
  4. Provide​ indicative​ timeline​ for​ resolution.

Helpful​ information​ to​ support​ your​ official​ complaint

To​ make​ it​ easier​ to​ process​ your​ complaint,​ make​ sure​ you​ provide​ as​ much​ information​ as​ possible,​ such​ as:

  • A​ description​ of​ the​ event;
  • The​ chronology​ of​ the​ event​ (date​ and​ time,​ if​ possible);
  • The​ name​ of​ the​ business​ line​ and​ employees​ you​ dealt​ with;
  • Any​ document​ relevant​ to​ the​ analysis​ of​ your​ complaint.

Examples​ of​ Complaints/Disputes

Here​ are​ a​ few​ examples​ of​ complaints/disputes​ inspired​ by​ real​ cases,​ plus​ our​ solutions​ and​ helpful​ tips​ to​ prevent​ them​ from​ happening​ to​ you.

Case:
Mr.​ Z.​ noticed​ that​ there​ were​ transactions​ from​ his​ account​ to​ another​ ABA​ account,​ which​ he​ claimed​ he​ did​ not​ make,​ and​ he​ did​ not​ even​ know​ the​ receiver.​ The​ customer​ complained​ that​ the​ transactions​ were​ not​ made​ by​ him​ and​ he​ did​ not​ share​ his​ mobile​ app​ login​ information​ with​ anyone​ else.
Investigation:
CRU​ conducted​ the​ investigation​ with​ relevant​ teams.​ We​ found​ that​ the​ transactions​ were​ made​ correctly​ using​ customer’s​ username​ and​ password,​ without​ any​ wrong​ inputs​ or​ suspicious​ attempts.​ CRU​ then​ called​ to​ complainant,​ asking​ whether​ anyone​ except​ him​ had​ access​ to​ his​ smartphone​ at​ the​ time​ of​ transactions.​ The​ customer​ remembered​ that​ his​ daughter​ had​ access​ at​ that​ time,​ so​ CRU​ suggested​ him​ to​ check​ on​ it​ with​ her​ first.​ When​ followed​ up​ on​ the​ following​ day,​ Mr.​ Z.​ said​ he​ found​ that​ his​ daughter​ had​ used​ his​ mobile​ app​ and​ paid​ for​ some​ online​ purchases.​ After​ that,​ he​ apologized​ and​ thanked​ the​ Bank​ for​ the​ prompt​ action​ taken​ to​ solve​ his​ case.
Quick​ Tip:
For​ your​ own​ account​ security,​ make​ sure​ you​ NEVER​ share​ your​ personal​ banking​ information​ such​ as​ usernames,​ passwords,​ Secret​ Word,​ or​ OTP​ with​ anyone.
Case:
Mr.​ M.​ visited​ one​ of​ ABA​ Cash​ Recycling​ Machines​ (CRM)​ to​ deposit​ 350​ USD​ into​ his​ own​ account.​ He​ claimed​ that​ the​ CRM​ rejected​ his​ money,​ however​ all​ rejected​ notes​ had​ a​ COPY​ note​ on​ it​ (3​ notes​ of​ 100​ USD​ and​ 2​ notes​ of​ 20​ USD).​ Mr.​ M.​ then​ shared​ the​ case​ on​ social​ media​ and​ accused​ the​ Bank​ of​ secretly​ exchanging​ his​ genuine​ notes​ to​ COPY​ notes​ using​ the​ machine.
Investigation:
CRU​ immediately​ conducted​ a​ thorough​ investigation​ with​ relevant​ teams​ including​ Security​ Department.​ We​ inspected​ the​ cash​ loading​ process​ for​ this​ particular​ CRM​ and​ checked​ the​ CCTV​ footage​ of​ the​ cash​ deposit​ process​ by​ Mr.​ M.​ The​ footage​ clearly​ showed​ that​ certain​ notes​ inserted​ by​ the​ customer​ had​ the​ COPY​ note​ on​ them​ and​ only​ one​ note​ of​ 10​ USD​ was​ a​ genuine​ note.
After​ that,​ we​ invited​ the​ customer​ to​ the​ Bank​ and​ presented​ him​ with​ our​ fact​ findings.​ Having​ received​ the​ evidences,​ Mr.​ M.​ then​ explained​ that​ he​ got​ the​ money​ from​ one​ of​ his​ clients​ and​ did​ not​ check​ the​ notes​ prior​ to​ depositing​ them​ with​ the​ self-banking​ machine.
Quick​ Tip:
You​ must​ always​ check​ your​ cash​ properly​ before​ depositing​ it​ into​ our​ self-banking​ machines​ to​ avoid​ such​ cases​ and​ be​ aware​ of​ COPY​ notes​ circulating​ in​ the​ market.
Case:
Mr.​ Q.​ called​ our​ hotline​ 023​ 225​ 333​ and​ said​ that​ he​ had​ come​ to​ ABA​ ATM​ to​ withdraw​ 200​ USD.​ However,​ he​ claimed​ that​ he​ did​ not​ get​ the​ money,​ while​ the​ full​ amount​ was​ debited​ from​ his​ account.
Investigation:
CRU​ conducted​ a​ joint​ investigation​ with​ relevant​ teams.​ The​ findings​ presented​ to​ the​ customer​ showed​ that​ he​ inserted​ his​ card​ into​ ATM​ and​ keyed​ in​ the​ required​ information​ to​ dispense​ the​ cash.​ However,​ when​ the​ cash​ was​ about​ to​ dispense,​ the​ customer​ took​ a​ phone​ call​ and​ suddenly​ turned​ and​ walked​ away​ from​ the​ ATM​ area​ without​ taking​ the​ cash.​ Unfortunately,​ the​ next​ customer​ in​ the​ queue​ took​ the​ dispensed​ cash​ and​ left​ the​ ATM​ without​ notice.​ Since​ the​ person​ who​ took​ the​ money​ did​ not​ do​ any​ transaction​ at​ that​ time,​ the​ Bank​ couldn’t​ identify​ him,​ and​ CRU​ suggested​ Mr.​ Q.​ to​ file​ a​ complaint​ with​ law​ enforcement​ agencies​ to​ investigate​ the​ case.
Quick​ Tip:
Please​ always​ be​ careful​ while​ withdrawing​ your​ cash​ from​ ATMs​ and​ take​ the​ dispensed​ money.
Case:
Mrs.​ E.​ made​ an​ outward​ remittance​ of​ US$​ 10,000​ from​ her​ ABA​ account​ to​ an​ overseas​ bank​ over​ the​ counter​ at​ a​ branch.​ She​ wanted​ to​ bear​ all​ the​ transfer​ fees​ so​ that​ the​ exact​ US$​ 10,000​ will​ be​ received​ by​ the​ recipient.​ She​ paid​ US$​ 30​ for​ the​ transfer​ fee​ and​ later,​ found​ out​ that​ only​ US$​ 9,970​ were​ remitted​ to​ the​ beneficiary’s​ bank​ account.​ She​ made​ a​ complaint​ and​ asked​ why​ the​ sent​ amount​ wasn’t​ full.
Investigation:
CRU​ investigated​ the​ case​ and​ found​ that​ Mrs.​ E.​ had​ filled​ in​ the​ remittance​ form​ herself​ and​ chosen​ SHA​ transfer​ option​ instead​ of​ OUR,​ which​ means​ that​ she​ will​ only​ pay​ the​ fees​ charged​ by​ ABA​ while​ the​ remaining​ transfer​ fees​ were​ deducted​ from​ the​ sent​ amount​ (charged​ by​ the​ intermediary​ bank).
Quick​ Tip:
Always​ make​ sure​ that​ you​ read​ carefully​ and​ understand​ fully​ all​ the​ options​ available​ when​ filling​ in​ any​ form.​ Our​ branch​ staff​ is​ always​ ready​ to​ assist​ you​ and​ provide​ clarifications,​ if​ needed.
Case:
Mr.​ A.​ noticed​ that​ there​ were​ online​ transactions​ debited​ from​ one​ of​ his​ ABA​ cards,​ but​ he​ claimed​ that​ he​ had​ not​ made​ them.​ He​ then​ contacted​ the​ Bank​ and​ claimed​ that​ he​ had​ kept​ his​ card​ information​ (card​ number,​ expiry​ date,​ and​ CVV​ code)​ safe.​ He​ also​ said​ that​ the​ card​ was​ always​ with​ him,​ and​ no​ one​ could​ access​ that​ information.
Investigation:
CRU​ checked​ the​ card​ transactions​ and​ found​ that​ the​ card​ was​ used​ to​ pay​ for​ online​ advertisement.​ The​ transactions​ were​ debited​ monthly​ based​ on​ the​ card​ information​ registered​ with​ the​ online​ merchant.​ CRU​ then​ contacted​ Mr.​ A.​ and​ presented​ the​ information​ on​ the​ transactions.​ The​ customer​ realized​ that​ he​ had​ committed​ to​ an​ advertising​ plan​ with​ a​ merchant​ using​ his​ ABA​ card​ months​ ago​ thinking​ it​ was​ a​ one-time​ purchase,​ but​ since​ he​ had​ not​ read​ Terms​ and​ Conditions​ carefully,​ he​ had​ signed​ up​ to​ a​ plan​ that​ incurred​ monthly​ payments.​ Since​ the​ agreement​ was​ made​ between​ Mr.​ A.​ and​ the​ merchant,​ CRU​ could​ no​ longer​ take​ part​ in​ the​ dispute​ resolution.
Quick​ Tip:
You​ are​ solely​ responsible​ for​ all​ online​ transactions​ and​ commitments​ made​ with​ any​ merchant​ that​ allowed​ to​ charge​ you​ with​ the​ card​ information​ provided​ by​ you.​ Therefore,​ you​ need​ to​ make​ sure​ that​ you​ read​ and​ understand​ all​ the​ terms​ and​ conditions​ before​ you​ confirm​ any​ purchase,​ subscription,​ or​ transaction​ online.