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:
- Call our hotline numbers: 1 800 203 203, 098 203 203, 098 203 333;
- Message us on our website;
- 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 |
| Within 2 Business Days |
| Second-stage resolution |
| Within 28 Business Days |
Every formal complaint submitted to the Complaint and Dispute Resolution Unit will follow the procedures listed below:
- Acknowledge the complaint within the same business day;
- Record lodged complaint status;
- Advise the next steps to be taken;
- 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.
