Not fully satisfied with the service received from ABA? We are here to help.
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: 023 225 333, 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.
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:
| ||Within 2 Business Days|
| ||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.