Tag Archive | DBS

English as it’s spik in Singapore

Sometimes I feel sorry for Mr Lee Kuan Yew’s efforts to make Singaporeans speak good — at least English that can convey the message or intention of the speaker — as well as those of the dogged Speak Good English movement which have been trying very hard, for more years than I can remember, playing Prof Higgins to Singaporean hearing-impaired Elizas 🙄

Yet I felt even more sorry when I saw an ang mo four times my size harranguing a hapless worker behind the meat counter at Giants at Turf City a few days before Chinese New Year.

I don’t usually visit Turf City but I was lured there by the advertised bath towels for under $2 and three avocados for under $3 with a free avocado cutter thrown in for good measure.

The ang mo in question was no doubt frustrated by not getting the info he wanted about the beef and minced beef  in the display cabinet but really, was there any need for him to bellow: “Do you understand English?” for all within a 3- metre radius to hear!

I cast him several looks from a safe distance and felt sorry for the person to whom he had directed the insult.

Still, after repeating his insult a couple of times, he seemed to be satisfied with whatever the young man muttered in reply and moved away, satisfied with having put someone down.

The next day, I found myself feeling a bit like the ang mo, tho I was at my most conciliatory self, as I believed that’s the best way to get information, not getting on my high horse.

I was looking for a cheap plastic rain cape or poncho and as I was in Square 2 (next to Novena Square), i went into a shop that sold camping gear that I came across, thinking that must be where a rain cape would be sold.

But no!

Two salesmen were at the check out but as it was still early, they had no customers and were passing time chatting with each other.

No, their shop didn’t stock rain wear. One of them helpfully added: “If you go to the second or third floor, you might find it.”

I tried to pin him down.

“What’s the name of the shop?”

He consulted his colleague, checked some papers and replied: “Altar Life.”

Altar Life? You mean the Novena Church?

No, no!

He looked exasperated. “In this shopping centre. Altar Life. Second or third floor.”

I was still non-plus.

“Can you spell it please?” I asked, all saccharine.

“Altar Life,” his colleague said on his behalf.

“Spell it please? A..”

He spelt it but I still LBK.

“A…”

It was the turn of the two chaps to mentally roll their eyes.

One fished out a tiny piece of scrap paper and wrote down the name and passed it to me.

“Oh,” I exclaimed, “Outdoor Life!”

“That’s what we said, Altar Life,” the duo chorussed indignantly.

Still, I’m not sure if it’s their accent or my ears because more recently at the annual lo-hei of the Association of Banks in Singapore, I sat up when I heard the ABS chairman and DBS Bank CEO, Piyush Gupta, utter “Timber” loud and clear in his welcome speech, after he had said he saw green shoots all over the place and that the glass was half full.

“Timber?” I thought, staring hard at the speaker, wondering if he was going to recommend Sabah, New Zealand or the Amazon.

Tantalisingly, he went on to say “timber” some more without pin-pointing the location or reason why he was talking about wood in the Year of the Water Dragon.

Perplexed, I whispered to the guest next to me:”Why’s he saying ‘timber’?”

“Timber? He didn’t say that.”

“There, he’s just said it again.”

My fellow guest hissed back: “He said team work, team work, not timber!”

Enlightened, I listened more carefully to the rest of the speech. Indeed, Mr Gupta did say “team work” a couple more times, though for the life of me, if it wasn’t pointed out to me, I would still swear he said “timber”.

It could be the same reason why the young man at the meat counter at Giants couldn’t understand what the ang mo was saying, so much so that the customer was incensed and rude enough to ask him if he spoke English.

I spik English too but I don’t always understand how others I run into in Singapore spik it 🙄 😆

Unbuttoned UOB bankers entertain

sweetness from start 2 finish

As I told OAB, my old friend who invited me to the annual dinner of the Association of Banks in Singapore held at the Raffles City Convention Centre to-nite, it was the best ABS dinner I’ve been to, in about 20 years of continuous attendance.

And it wasn’t just the superb food and wine — which usually are par for the course in the last decade or so — but because for the first time ever, I saw a large group of bankers on stage singing and dancing to entertain fellow bankers at their annual event!

The troupe from UOB, led by their Tanjong Pagar branch manager — an Indian Singaporean who speaks good Mandarin — belted out Beatle favourites and other songs accompanied by back-up singers and dancers who in real life are fellow bankers and colleagues.

Later, they were joined by the ABS director and no less than the deputy chairman & CEO of UOB and the outgoing chairman of ABS, Mr Wee Ee Cheong. Together they sang two Mandarin favs, Xiao Wei and Tomorrow is a Better Day.

Of cos the ABS director had four years ago also, in her inimitable fashion, managed to coax the then outgoing chairman of ABS, Mr Jackson Tai of DBS, into showing off his skills on the drums at the dinner.

The ABS chairman in between, Mr David Conner of OCBC, escaped the fate of having to perform for his supper but my guess is that next year, Mr Piyush Gupta, the incoming ABS chairman and current DBS CEO, will not be let off for the 2012 annual dinner!

He also has to contend with the fact that the performance of the UOB ensemble would be a hard act to follow and certainly to better 😀

UOB ensemble with deputy chairman

UOB Tg Pagar manager singing "Seventeen"

ABS director takes centre stage

..food wasn't bad either starting with Maine lobster tail

.. soup followed lobster

main of Atlantic cod

DBS credit card: service recovery?

Believe it or not, I got a call around sevenish tonight, from a woman who said she was from DBS. When asked for her name, she said she was Mel, no surname, nothing more as “sorry, we are not allowed to give more identification”.

Cool!

She offered to upgrade my DBS Gold Visa card that I had been notified would cease to be valid from Dec 1 — as detailed here — to a Platinum card, at no charge and to port over all existing arrangements and benefits from the gold card to the new card.

She asked for my I/C number and date of birth.

Naturally, after I accepted the offer verbally — although grumbling all the while why such an offer couldn’t have been made together with the notice to invalidate the existing card — I was somewhat suspicious.

Could it all be a hoax?

OK, the caller ID on my mobile showed 68786800 but it’s not a number I’m familiar with, tho that doesn’t necessarily make it a fake number of course!

Hence on hearing Mel say she couldn’t give me a more complete name than M-E-L to help me identify her in future should the need arise, I pressed for other identifying marks.

Which department are you from?

She replied: “Funds transfer department.”

Does that deal with the credit card in question?

She replied: “I’m helping the customer service agent.”

I was about to give up when she added this caveat: “You should receive your platinum card no later than February 2011. Meanwhile, you can continue to use your gold card.”

So, great! The card that was going to be invalid on Dec 1 would remain valid till February 2011, unless the new card arrives earlier.

Again, why couldn’t DBS have thought all this thru before shooting off its termination notice?

Still, I really should be thanking DBS on bended knees for remembering to make me this offer, considering that it ends tomorrow. I should consider myself lucky to have gotten on board be4 it ended, n’est pas?

Such great service recovery this!  If I’m ever asked, I shall definitely nominate DBS as Singapore’s best service provider of the year! Only kidding! 😛

Credit card nonsense

This post belongs to the “everything must complain” category. I’ve been encouraged to write about my own experience with the sudden notice from DBS Cards to cancel my Gold Visa (among other cards) starting Dec 1, after reading Boo n Bouquet’s version here.

I was a bit non-plussed on receiving what seemed like a marketing circular that i almost threw away. Just as well I took a closer look.

The circular advised that “as other DBS/POSB Credit Cards bring you market competitive privileges and benefits”, the bank has taken the unilateral decision to close your “DBS Affiinity/Charge Gold Visa/Mastercard credit card XXXX-XXXX-XXXX-7066”.

I hold two DBS cards and at first wondered if the bank meant both since one is what I assume is an “affinity” card (being a National University of Singapore Society card) and the other was once an affinity card too (to Raffles Marina, till some where along the way RM broke off its affinity with DBS and the bank without much ado issued me a new gold Visa card).

Then I took heart. Going by the last four digits provided by the circular, only the ID of my gold card ended with 7066.

And shucks, I’ve got a Giro payment for a small health insurance policy that’s been going on for perhaps 20 years linked to it. With the card gone, my policy may laspe and I don’t want that to happen.

I called the bank’s hotline. I waited for ages b4 I got to speak to a customer service officer and after many more minutes of explanation managed to extract a phone number from him, with the helpful tip on where I might find my policy number in my monthly credit card bill.

No, he could not arrange for the Giro charges to be ported over to my other DBS card. No, he couldn’t do anything. I must contact the insurer and make my own arrangements. And to think I had originally signed up for that insurance package because the card issuer made all the arrangements!

More time wasted with the insurers be4 I got the necessary form to instruct the insurer to instruct the bank to deduct.

I’m not the only DBS credit card holder inconvenienced by the bank’s unusual move to delete a whole slate of cards at one stroke.

Perhaps the 7066 cards are cards which are hardly used by their holders.

If so, DBS should have given card holders a choice: use them more often or give them up. And if you give them up, we will help you move your Giro arrangements to other DBS cards you use. We will also help you to consolidate your reward points rather than force you to consume them be4 Dec 1.

That would have been a lot more customer friendly.

But then, when you are Singapore’s biggest bank, who cares about being customer friendly!

Auntie Lucia goes to Marina Bay Sands

Exactly one month after I wrote about making a point to visit Singapore’s new casinos, I did just that.

Today, I made it to Marina Bay Sands (MBS), proving that it’s more accessible than the Resorts World Sentosa (RWS) casino. This despite the fact that i hold an Islander card and could travel free to the RWS casino. But to use the card, I have to drive to Vivocity first, park my car and then take the LRT to the casino.

With MBS, it’s just a 15-minute drive, park in its cavernous carpark and voila I am in, not the casino yet, but to take a gander first.

simple cheap meal to start

Bought and ate lunch, which proved the cheapest expenditure for the day at $5.50. That done, I started my hunt for the casino but with conflicting signs, i found myself twice at entrances which didn’t allow entry, with one of them hidden by hoardings, and eerily quiet.

no entry here

It took much determination and a lot of footwork to find the main entrance and there, a series of discoveries quite shocked me –that is, if I’m to believe the Government’s determination to deter Singaporeans from gambling away all their savings.

  • First, i discovered I could pay the $100 entrance levy for Singaporeans and permanent residents either by UOB credit card or Nets, in addition to cash. I naturally chose to pay by credit card and immediately I had $100 extra to gamble with than I intended.
  • Second, contrary to what I thought, I had no need to ensure I carried enough cash to gamble. There at the entrance was a row of three ATMs: UOB, DBS and OCBC. Indeed, there was another row of ATM machines on the floor where food from self-service kiosks was sold. So, even if I had forgotten to bring cash, i could easily access my bank account. While that is very convenient, it is also very dangerous for the incurable gambler on a losing streak. Just tap, tap on his ATM till everything is gone!

Inside the casino, I made another shocking discovery. Smoking is allowed and everywhere were ash and dirty ash trays. It’s been so long since that I’ve encountered smoking in air-conditioned public premises, including private clubs, that it was like stepping back in time. I wonder how MBS managed to get dispensation from the Ministry of Health?

Still these shock discoveries were nothing compared to what I found as I drove out of the carpark after about four hours at MBS, half of them spent wondering around the complex.

My parking fees came up to $24 and wiped out almost half the value of my newly topped up cashcard.

If I make a return trip, I must plan everything better so that I will max out my entrance levy, stretch my gambling $ and take public transport!  What i don’t need to do is visit an ATM be4hand!

kiosk food for low budget gamblers

Untangling relationship with UOB

is hard to do!

When I first vented my unhappiness with the service or lack of it — I received as a so-called “privilege” customer back in January, I said I will cut my links by and by.

Now, almost five months later, I am alas still a customer.

Not because the bank has done any service recovery. Far from it. The latest cause of unhappiness is that my bank statements  arrived only on May 10!

By Friday, May 7, I decided to inquire and called the officers — all 3 of them purportedly assigned to look after my account — all I got was a request to leave a message as the persons concerned weren’t available.

Then I called the hotline and was promised that replacement statements would be sent right away as the originals had already been sent out at month-end and should have arrived by the time I called.

End of story? No!

More annoyingly one of the offiicers I tried calling earlier returned my call, not because I left a message but because caller ID had captured the incoming call’s number — mine. She wanted to know what I wanted and when i explained, wanted to know whom on the hotline I had spoken to and so on.

The long and short of it, I had to persuade her to find out at her end as the hotline person gave me a single name, with no surname, title or position.

Surely it won’t be that difficult for her to find out and co-ordinate in sending me the replacement statements, as I didn’t want her to replicate what the hotline person was doing, so that I could end up with 3 sets of statements: the original set, a set from the hotline staff and a set from the officer overseeing my account.

In the event, only one set of statements finally arrived on Monday, May 10. I have no idea if they are the originals or replacements, and if the latter what had happened to the original, considering they contained much confidential information regarding my financial health.

Did anyone from the bank call again to explain or inquire if I’d received all my statements? Of course not, probably working on the principle that if they didn’t arrive, I would be calling them again!

After all this, why am I still banking with UOB?

First, as the blog owner of http://boo-n-bouquet.blogspot.com/ Sia Cheong Yew wrote to me when I shared with him my heartaches with UOB: “All the banks are same.  It really depends on the person serving u.  In my case, i avoid stepping into a bank as far as possible.”

Sia is right.

Before I started banking with UOB, I was a DBS Bank customer till something ridiculous happened and being young and impetuous then, I immediately switched banks, even though it was on the eve of my going overseas on an assignment.

Second, after two decades with UOB, many of my banking needs are entrenched, such as share payment, maid levy, property tax and income tax.

Do I want to do the extra work of changing Giro links?

Or is there a better way to punish poor service?

My way is simple.

I pare back my use of the bank’s services to bare minimum. My UOB credit card usage which used to be in four figures every month has been cut by 75%. I do have other credit card options after all!

My best “vengeance” if it could be called that came in the form of friend who lives in Australia and returns to Singapore once a year to sort out her finances, see friends etc.

As it turned out, soon after I was made to do a song and dance by UOB but still failed to get my new “cash” notes on the date I wanted, my friend from Australia was miffed with her main bank DBS and wanted my advice on which bank she should move her moolah to.

By rights, I would have pointed her to UOB where I would get certain rewards for introducing a friend, especially when she brings in quite a bit of funds.

But like Marina Bay Sands’ Adelson, I hate to lose more than I like to win, where UOB is concerned anyway. So I pointed my friend to OCBC where I have had an uninterrupted low key banking relationship for decades.

And yes, she’s extremely happy with OCBC.

One instance of exemplary service? She needed only to inquire about where she could buy the Chinese New Year decorations festooning the branch’s premises — while she was making her transactions — and she was presented with some spare decorations.

Why?

Because the decorations were customised for the bank and not for sale. The branch manager probably reckoned that as the customer lived overseas, he would create enormous goodwill with his unexpected gesture.

He is right. My friend was extremely touched and told every friend and family member she met while here about the OCBC touch.

And to think all I wanted from UOB was fresh bank notes! Not its CNY decoration!

Call this service recovery?

I didn’t expect to hear any more from the chirpy young lady who featured in my post yesterday, relating the bad service moments I took full on the chin from UOB.

But I wasn’t so lucky. After lunch, when I was still out with mum and her maid, chirp-chirp called on my mobile to ask whether I still wanted the new notes from her or had I got them from DBS Bank.

I’m sure she didn’t mean to be sarcastic but reference to DBS Bank was totally uncalled for.

I told her that I had no need for her help any more, as the deadline for her to call back was yesterday and she didn’t do that.

She chirped:”Oh but yesterday I didn’t get clearance for you to pick up your cash where you wanted. I’ve got clearance today.”

Told her that I managed to get someone at her Main branch to let me have the new notes. I regretted saying that almost as soon as the words came out. Oh, why did I have to show off? This was especially when she replied in amazement:” You mean they agreed?”

She sounded as if she had tried and they said “no”.

I felt alarmed. I didn’t want any interference from her side to my bilateral arrangement with the Main branch. I don’t want any cock-up when i go pick up the notes.

So I said quickly:” Please, miss, you have done enough already. Just let things be. I don’t want any confusion.”

She said OK and rang off.

I’m still uneasy.

I hope I will get to collect my notes without aggro.

Because if I don’t, what can I do — immediately I mean? (In the long term, I know what I’ll do… ).

I should have been born a PRC woman because then I would throw caution to the winds and have a showdown in the banking hall. Perhaps a siege? Or demand a cake (from Cedele?) as compensation, even tho it isn’t my birthday?

But I jest.

Closing all accounts in disgust will only be cutting my nose to spite my face as over the years I’ve allowed my money to grow roots in various services offered by UOB.

It’s no easy task to yank out everything at once, even if I’m willing to pay the penalties. Also, the various GIRO links, from the tax man to the CPF, as collectors for MOM, club dues etc: I’ve to cut and relink them to other banks’ accounts, and that takes time and timing, if I don’t want to be fined for repeated failed GIRO deductions!

This stickiness of long-term banking relations may explain why some banks, or at least UOB in my current experience, treat their old-old customers with barely concealed contempt while running multi-million $ campaigns to lure new ones.

Finally, I’ve still not found out why UOB assigned me to its branch, first in Coronation Plaza and now in Orchard Road, without any consultation. After all, if I had opened my account in the Main branch, it must mean i want to bank there, no?