Complaint​ Resolution

Not​ fully​ satisfied​ with​ the​ service​ received​ or became a witness of an action that you think would violate laws and regulations?​ 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.
Case 1:
Mr. A noticed that one of his local brick kiln businesses hires children who apparently are below 18 years old.
Mr. A submitted a complaint to ABA that this business had abused the child labor laws and because he saw the ABA QR code payment there, he assumed that the business was using ABA services.
Case 2:
Mrs. B lives in a village and recently there were dump trucks going back and forth in front of her house without proper equipment to contain the soil, sand, and rock. Due to the lack of proper management, the trucks usually spill those materials on the street, causing dirt and pollution.
Mrs. B knows the owner of the business and that they are a customer of ABA Bank so she decided to make a complaint to the Bank.
Case 3:
A stone cutting business creates noise and dustiness over neighboring residences affecting their health and living standards.
With daily effects from the business, Mr. C and his neighbors decided to put up complaints to local authorities and ABA, knowing that ABA was a bank the business may be using and assuming that financing such a business may affect the Bank’s reputation.