An Open Letter to DBS Bank

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dbs

Translated by Chapman Chen

An Open Letter to DBS

On 17 September, DBS Bank issued a reply letter to our (Hong Kong Imperium Co. Ltd.) complaint about our savings account having been unreasonably held up. We think that the explanation rendered by the management of DBS is totally unacceptable.

In the reply letter, DBS asserts that when a staff member of Hong Kong Imperium Co. Ltd. tried to withdraw some cash at a counter of the bank on 11 September, the teller there found that there was adequate savings in the account but no money could not withdrawn from it, with the computer failing to show any reason. The teller then sought instructions from his/her senior. After a lot of hustle and bustle, still no reason was given. Actually, it was only after the teller asked for instructions from the management that he/she dealt with the matter according to the instructions. The account opening manager also told our company’s staff member that he himself had never been encountered with such cases, as a result of which telephone enquiries had to be made.

DBS’s reply shifts the blame onto its staff, claiming that it will “strengthen its staff training”. In reality, it is trying to shirk its responsibility and conceal the real reason why our company’s account was unreasonably frozen.

Hong Kong’s bank services are monitored by bank regulations so that depositors’ interests are protected. DBS’s approach to the matter on that day is a consequence of external political interference directed specifically at the directors of our company.

Our company now demands the DBS Bank to reply to our public letter within one week and give the real reason for having frozen our company bank account. Otherwise we will lodge a complaint with Hong Kong Monetary Authorities, Office of the Commissioner of Bank, and international mass media.

Hong Kong Imperium Co. Ltd.
19 September 2015

DBS’s Reply Letter (in English Translation)

Ref: Hong Kong Imperium Co. Ltd.’s Email dated 15 Sept. 2015 (File ref. no. SR-20150916-0002709)

On 15 September 2015, our bank received the complaint from your company. Upon investigation by an independent department of our bank, our reply is as follows:

On 11 September 2015, a staff member of your company tried to withdraw money from your bank account at our San Po Kong branch. Due to some communication problem of our bank staff, the cash withdrawal was delayed for around ten minutes. We are sorry for any inconvenience caused by this delayed transaction.

In relation to our branch staff’s suggesting your staff member to contact DBS BusinessCare at (852) 2290-8068, we have reminded our branch staff that they should directly deal with related enquiries of the clients rather than asking the clients to contact DBS BusinessCare.

We are grateful to your company’s enquiry, and we will continue to strengthen our staff training in order to provide our clients with better bank services.

We again apologize for any inconvenience caused by the delay of the transaction. Should your company have any further question, please do not hesitate to call (852) 3668 9301 at any time and contact our complaint commissioner Mr. Wong.

With best regards,
DBS Bank (Hong Kong) Limited
17 September 2015


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