What is accountable?Accountable means where you are in a position where people have the right to criticize you or ask you why something happened?
What then is responsibility?Responsibility means the state or job of being in charge of someone or something and of making sure that what they do or what happens to them is right or satisfactory.
Malaysia is now very famous for her banking innovations and creativity.Many new products and services are developed and introduced.The availability of Commercial Banking and Islamic Banking make Malaysia so popular and customers are satisfied as they can select what kind of Banking System they prefer and for Muslims the availability of Islamic Banking by most banks are what they have been wanting all these while as to refrain from all practices of usury or riba’ which is haram in Islam.
Malaysian Banks also have adopted this MEPS (Malaysian Electronic Payment System) as to give convenience to the many customers where they can do all their cashing transactions in other than their own banks.So,with the availability of MEPS we can now cash out our money at all ATMs that adopted this MEPS.
Today 31st Jan,2011 around 7 pm,Ramli experienced a typical MEPS error and to Ramli a serious one!What actually happened?
In trying to withdraw some cash using MEPS at AMBANK ATM with my MayBank Debit cum ATM card,the process failed!The banking slip that Ramli requested printed “insufficient funds” and the cash requested was not dispensed out by the ATM.Then Ramli rechecked the balanced in the Maybank Debit Card and shocked that the balanced remaining had already deducted the amount requested for plus the RM1 service fee as set for MEPS withdrawals using other banks ATMs than your own bank (in Ramli’s case is Maybank (for own bank transactions there is no service fee of RM1 per transaction)
What to do next?So,as Ramli had experienced before to call Maybank 24HR Customer Service at 1-300-88-6688 and inform the Customer Service Officer of Ramli’s problem and how best to get the money back!
The Customer Service Officer online was helpful and did the normal verification process of the caller (ie.Ramli) and after all is right and in order,she told Ramli about this similar problem happening today with other callers complaining of this MEPS error and MAYBANK will inform AMBANK of this compliant by Ramli and maybe have to wait 3 to 5 weeks to get back Ramli’s money that was not dispensed by AMBANK ATM.
Ramli was shocked about this serious error by MEPS and the banks involved ie.Maybank and Ambank.If a Chinese customer really need the money for his/her Chinese New Year Celebrations this coming few days and the cash was not dispensed as required through the ATM,he or she will have no money to celebrate and may have to borrow or cannot celebrate the Gong Xi Fa Chai and to wait for 3-5 weeks to get back their money from the banks involved and with MEPS confirmation of the transaction/s involved.
This is what Ramli expect the RESPONSIBILITY & ACCOUNTABILITY of Top Management at MEPS,MAYBANK AND AMBANK.
They basically have created problems for their valued or preffered customer/s and customers now may not trust anymore to use MEPS because of that “bad experienced” using MEPS.They have to wait a long time to get their money refunded to their accounts and they are “afraid” that this similar problems can reoccur again to them.
So,if there is great responsibility and accountability by Top Mgmt concerned they must PUT A STOP to this errors and always satisfy their customers with high quality system,zero defect transactions with MEPS,total customer satisfaction and better security.
Technology is great but if all the internet banking and MEPS system will not work rightly all the time,then people become ‘afraid’ and not comfortable to use the system or technology involved and may resort to more “fool proof” or “secure and safe” ways of banking like transactions over the counter and banking with the same homebased banks not with other banks and all the MEPS kind of services and products.
To those customers who are effected like Ramli today (ie.no cash dispensed from ATM due to MEPS error or the 2 banks involved)sorry for them and hope they can “find” the money to celebrate their Gong Xi Fa Chai and wait for 3-5 weeks to get back their money (hopefully all will be refunded).
If Top Management of banks are not RESPONSIBLE OR ACCOUNTABLE for this kind of errors however small or big,then why we need to approve their annual bonuses to be like 12 to 18 months in remunerations?
To contact Ramli please call 019-2537165 or email at ramlipromoter@yahoo.com
about MEPS (as informed in their website)
Corporate Profile
Malaysian Electronic Payment System Sdn Bhd (MEPS) is wholly owned by the local financial institutions. It is the only interbank payment network service provider in Malaysia that supports domestic, development, Islamic and foreign banks. Since its inception in 1997, MEPS has been an integral part in the Malaysian financial landscape through its provision of interbank e-payment services for consumers.
Our key objective is to provide an efficient, cost effective and robust payment infrastructure. The achievement of greater efficiency in the payment system serves not only the interest of the financial industry but also the general public vis-à-vis the cost of doing business, thereby improving the competitiveness of the economy.
Today, MEPS has also spread its wings across the borders, creating seamless cross border payment channels. We have established partnerships with switching networks in Indonesia, Singapore, Thailand and China for the provision of bilateral financial payment and credit transfer services.
MEPS is committed to providing positive payment experiences for the business partners, merchants and consumers.
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