United Overseas Bank / UOB Bank
Reviews and Complaints

Applied card from June to sept still processing

Uob called me many time to ask for same doc

I provided 5 times

Then ask me sign declaration form again coz it’s expired due to processing time ?

Ocbc approved within 24 hours

Uob credit processor need to brush up

Anyway I may cancel the card application since 3 months also can’t approve

Waste my time furnishing doc

Hope your ceo is aware of such bad services

On 1/9/22 @ 1349h, i obtained queue ticket at UOB Tampines 1 to place an FD deposit.

At that time, i was told there were 4 persons before me. I observed that there were 2 counters servicing account opening, and each officer took an average 30-40 mins to process the paperwork.

By the time, my number was called at 1526hrs, i was tired and utterly flustered. I gave feedback that account opening processing of at least 30-40 mins is excessive, and UOB should really fine tune processing time.

Setting new standards in bad customer service and customer care! Signed up their UOB One since March 2022 for the cash back rewards. Spend averaging $4k monthly. Zero cash back received. Called hotline 3-4 times, waited 20 minutes each time then dropped call. Emailed no reply. Called lost card hotline, replied cannot assist. What does it take to get a simple clarification done? Unacceptable and utter rubbish.

I have called about two months back regarding my uob credit card which I have not received any card since but I received monthly statements. After receiving my card, I tried to activate my card a few times and was finally successful. Later I found that I have a Singtel uob card and have called to get the card. I also activate my card later, however I tried to use the Singtel uob card and it was shown decline. I called up and was told to submit three months payslip to the bank. On 09/07/22 I queued at Civic Centre uob bank and surprisingly I was told both my cards was not activated. I showed them the sms received. Next thing they tell me to queue up and inform the teller to activate my cards. As II was in a rush as I have another urgent appt. I was told to wait the bank to inform me if it is successful or not.

1) Why issue me a credit card that cannot be use.

2) Why issue a card with less than one year.

3) when in the bank, why make me queue just to submit the form and different explanation given.

4) Why I received sms stated my cards are activated and the bank stated they are not. Which one to trust?

It is not that I owe the bank money and I have additional cash inside one of the credit card. I waste my time at the bank for nothing.

I had waited to open a fix deposit account at Ang Mo Kio Branch on 8/7/22 from 15:38 with Queue number 1057 and served by room 19 staff.

About 17:30 then I get to serve by a Male staff from room 19 who didn't introduce himself. I just told him I wanted to open a fix deposit account. He took my ID card and started to check in his laptop about my data. Instead of asking me questions related to opening the account, he asked me why I came back from Germany. I had done a change of mailing address last month and I think this is nothing to do with my opening account. He made me explain why I came back to Singapore while he was keying in data in his laptop which is unknown to me what he is keying in.

I opened many bank accounts with other banks too, OCBC, SCB, DBS etc. all bank staffs will show what they key into their system to me when I opened account with them, why is this Male UOB staff not showing at all?

The Male staff told me:

- I didn't have a saving account and I can't transfer the fund direct to the new fix deposit account.

- He checked with the room officer, and came back and told me I can transfer the fund $20,000 to my UOB Junior saving account couldn’t explain why. I told him I tried to open the fix deposit account in my UOB internet banking, was not able to that they prompted me that I do not have a saving account that’s why I came to the branch to open the account in person.

- I tried using my mobile to make an internet fund transfer by internet banking but not successful, because I need to registered the account I want to pay to with OCBC first, and the transaction was not successful. The male staff seems like have no ideal about the OCBC banking system and kept saying that the bank I was using is DBS and kept pressing my OCBC ibanking system on my mobile.

- The male staff started to be inpatient and told me to leave because he did not want to waste time on me, even I ask him for help that I will go immediate to OCBC next door to get a cashier order but will take a while, and ask if he could hold on to my application of the opening account and serve other customer first. I will pass the cashier order to him to complete my new account. But he said NO strait away and told me to re-queue! (Another 2 hours plus? Again?) very mean, rude and inconsiderate at all!

- He answer me rudely that NO, he will not do it because the bank is closing at 6pm sharp, I asked for help from him because I had waited from 15:38 till 17:30 then I got serve by him, he rudely said NO.

-Before I left, I saw that he was holding a stack of paper on top was a photo copy of my ID, I ask him nicely to return all my personal documents to me since he refused to open the account, especially copy of my ID, he refused rudely again and grab the stack of paper away from me and said he will shredder all the documents, I asked him to shredder the documents in front of me because with my ID details and other personal data anybody can use to get loan shark or other illegal purposes. He refused again rudely and told me off he doesn't has a shredder machine in the room and grab the document away from me, I had no choice but try to pull my ID copy from his hand and demand to have a look at the stack of paper underneath before I leave, and rudely he said to me to behave and leave the bank? I told him I am not leaving until he shows me all the documents. - He walked away into the room and a woman came out with him, they did not allow me to see the stack of paper instead that women said she will tear the papers in front of me and bring into her room to shred it? She again rudely said to me we cannot open the account for you and told me to leave the bank.

My Questions are:

- Why is it that documents for opening a fix deposit account are not revealing to me? (As I am the account holder)?

-FYI. I was a UOB Bank staff before for few years and opened fix deposit account for numerous customers before, I had never hide any application or account opening documents from customers, and I'd never seen my bank officers came out to chase customer who wanted to open fix deposit account. And we provided service that we hold on for customer return with fund or documents ready, this is customer service and to ensure that customer particulars are highly confidential and secure and no bank staff should keep customer personal data, the senior bank officer will take care of the documents.

-What is the reason that the Male staff and the women officer from the room not revealing the stack of documents (underneath my photo copy ID he was holding) to me before chasing me out of the bank? Isn’t that my personal data and need to be destroyed in front of me when they refused to wait for the fund and open the account for me? I want an explanation from UOB BANK PLEASE!

-Why was the male staff asking questions about me leaving Germany which is nothing related to my opening a fix deposit account? Why is he going through my pass transactions and questioning me instead of telling me all the needs and how to open the fix deposit account for me?

-Is it right for the male staff to take my mobile and try to do the internet ibanking transaction-transferring fund from my OCBC account to UOB new account on my behalf?

- He was pulling the documents underneath my photo copy ID away from me and it was torn apart and he told me to behave? And not giving any reason why I am not allow to take a look at those “”account opening documents””?

-I was communicating with the male staff fully in English. Why was that, when the woman dash out from her room and spoke to me in mandarin and telling me off that they are not able to open the account for me and told me to leave rudely? Is she racist and think I am from China or not educated? Why can’t she speak English to me? I even heard the male staff spoke to her in English that I am Ms Tung. She didn’t even address me in a normal way as a person instead speaking to me in mandarin and chased me away? Zero customer service indeed. I was a staff from UOB bank before, in our branch I worked before we had never treated peoples who walked in to open fix deposit account like that before. I am very disappointed to see the bank customer service standard dropped to this stage, sad for the bank and our country that people now’s a day who are supposed to be higher educated behave in this way.

I will appreciate the following questions can be answered by UOB Singapore:

1. Any UOB senior staff can let me know What is the stack of papers underneath my photo copy ID? Is that the right procedure to open fix deposit account with hiding documents from customer?

2. When the account was not opened, isn't it all customer data documents have to be shred in front of the customer before we leave especially our photo copy ID? or all documents should be given back to customer?

3. Is UOB bank staff allow to take over customer mobile phone for digital banking transaction for transferring fund from another bank's App?

4. Do UOB still provide customer service to normal income citizen in Singapore?

I am writing in to let UOB understand the point of view of customer, as from my point of view. been victimized from the fraud transaction made.

basically UOB deactivated my bank card and internet transaction due to a fraudulent transaction that was never made by me. and I am unable to perform an urgent transaction, and being charges interest rate from another institute.

I was advise to go down to branch to perform all these administrative work, it sounds reasonable but as a customer that were depositing my money with UOB. it is a very disappointing and troublesome service received

With OCBC recent related scam and spoof sms, another local bank UOB Singapore acted like a donkey and smart alec by wrongly calling me on 3 different occasions before and during CNY about suspicious transactions in my online ac. It makes things worse when you struggle to understand the callers' English. They also failed to email the intents of their calls when I explained I could not clearly understand their spoken English. Feedback to MAS, the call centre VP finally replied in an unapologetic and arrogant manner it was merely concerning an update on my personal details made online. When asked again what does an account update have to do with "suspicious transactions" the VP failed to reply till date. How could UOB make their customers worry for nothing especially during CNY period and yet arrogantly refuse to explain or apologise sincerely. Surely the CEO & senior mgmt are asleep. C how during AGM, hope Covid over by then and ask infront of all shareholders!

We moved house last Nov and update my details online with UOB. Subsequently received several stupid calls from e bank saying my bank ac was hacked with suspicious transactions. Just because client update their address online UOB suka suka called and scare client with all the lies & untrue claims. Avoid UOB, their VPs all very passive and arrogant, not even a sincere apology when they discovered the facts.

In Dec, I saw and AD from UOB for their One Credit Card promotioonwhich stated "Sign Up and Get the Latestt Secretlab Chair..."

I read further that I only had to spend $3000 within approval of my application.

I applied and was succesful. However, the card was not sent for more then a week and I called customer service to ask if the period for qualification was based on card approval or card issuance. I learnt to my annoyance that this was actually a contest and only 200 chairs will be given to the fastest spenders.

I decided subsequently not to have a banking relationship with a bank that runs misleading promotions. I called into customer service and spoke withh Hidayah to rescind my application. She told me that :

1) Since I didn't activate my card, there is no further action required

2) I have to physically go to a branch to cancel my One Account. I objected to this as I said that if UOB can open my account online, there is no reason it cannot close it online.

3) She told me to write in to customer service

I wrote to customer service 2 times as the first time (22nd Jan 2022) was not acknowledged or responded to.

The second time (28 Jan) was copied to your VP Gaviin Goh. I received acknowedgement and subsequently Kumar called me

Kumar did his best to help me and have since gotten my Credit Card account closed but he said that the One Account will incur a charge of $30 even as they can close it online

I objected to this charge in principle and hence am submitting this complaint.

Due to covid and my husband's loss of income, I have to resort to asking UOB with a solution on mortgage repayment plan. I was instructed to apply for a reduced 3 year plan to reduce my monthly repayments. After explaining to the staff in regards to my situation, the mortgage relief team proposed a break down of my 3 year repayment plan.

After submitting a documents they required, and back and forth with emails after emails and several late night phone calls, we have agreed on set amount due for the 3 year plan. The service was horrible. There seems to be confusion and no communication between team members. Worse of all, even though the team is working from home but there is no phone numbers to contact. My case was pass on from one person to another. Since I am based in UK, I had to stay up until midnight everyday just to try to get hold of anyone in Malaysia. After alot of sleepless nights and frustrations, finally I was proposed the final plan and I was asked to confirm if I am happy to proceed. I agreed on the proposed plan and my case was sent for approval.

I had requested for confirmation of amount via as that's the most convenient for me. I am not based in Malaysia. They ignored my request even after I have explained several times that I would like to confirm the due amount via email. Receiving no replies, I resorted to stay up late again to call Malaysia. Explained the reason why I called and also clarified that I could not see the due amount on my account and payment was due in a week's time. So it's quite urgent. She explained that the system is yet due to be updated hence the final due amount isn't updated on system yet but confirmed that the amount I have agreed on is that I needed to bank in. And by end of month, I should be able to see the statement. So I did, banked in the amount. That was early Jan 2022.

on 20th Jan 2022 at 9:03 London time, I received a missed call from UOB Malaysia. Called back but nobody picked up. Then I noticed a text message from UOB on my phone stating that I need to top up additional RM885 for my mortgage amount. I was shocked as I agreed on a plan and I have banked in exactly the amount I have agreed on and I even confirmed it with the staff. So I went onto UOB banking to check and was horrified/felt cheated that the amount due is almost RM950 more than what was agreed! I was fuming and very upset with the lack of transparency and professionalism of the staff.

There is a reason why I seek help with the bank and I have every intention to repay the mortgage and even resorted to committing to paying one year of pure interest only just to get by. Even after explaining to them the reason why I am applying and all the expenses and difficulties I am experiencing due to my husband's job losses within these past two years, I felt cheated. I do not know how I am able to keep up with repayments now. I am very fed up with the lack of professionalism with the staff I have encountered so far at 7th Floor, Wisma Bumi Raya, No. 10, Jalan Raja Laut, 50350 Kuala Lumpur branch.

I have kept all emails

On 10th January 2022, I telephoned UOB Credit Card Hotline [protected] to inform that in the final process for my application for a new mobile phone number, UOB did not allow payment to be completed as I needed a one-time password ("OTP"). Due to the unavailability of a mobile phone number, the application did not go through as OTP was not given. All I need is to have UOB give me an OTP to complete my application with the mobile network supplier. I do not understand why UOB help me, a customer for umpteen years.

Irene K L Say

I am based overseas and for some reason cannot received SMS OTP on my Australian mobile phone.

Suspecting it's due to possibly error with the phone number on file, I called in to check if the bank has the right mobile number.

I was subjected to a hellish process of having to verify my credit details as if I am trying to conduct transactional business.

I was just trying to verify if they have the correct phone number!

Something is seriously wrong with their customer service experience.

After multiple rounds of trying to verify my identity, which I failed to do so on just one question (they asked obscure questions that reasonable customers will not recall off hand!), they said they could not verify me.

This is highly frustrating. UOB should read the massive volumes of complaints about their phone service and up their game.

Horrible customer experience for a bank.

I have been paying cash plus installment regularly for past 25+ months after 20th of each month and never had issue, until past 2 months where I have been getting late charges and penalties which is more than my installments.
Problem is they have a cycle of 25days which keep on changing my due date.

when I requested to change due date to after 25th so I can pay after I receive salary, they are reluctant to change or remove late charges.

I am not sure what to do further so I contacted complaints board. please help to assist me.

Thanks
Rahul
+65 [protected]

I am having issues with my card and tried to call to customer support for several days with no luck as I was kept on the line for 15-20 minutes and no one picked up my call. I used the option to leave my contact number to call me back, but no one has called me back. It is a very poor level of service as I am currently overseas and can't get my problem resolved for a couple of days already.

I would like to feedback on customer service.

Last Aug 18, 2021 I called uob customer hotline. I made an overseas call just to clarify about a refund transacted of airticket transacted to my uob account which is already closed.

Aug 18, 2021 I emailed (twice) UOB customer service and still no reply from them.

Last year around Feb 2020, I purchased an air ticket (flight supposedly on march 24, 2020 to Dubai) with Emirates using my uob debit card, unfortunately, I wasn't able to use the ticket due to pandemic/travel restrictions. Before the said flight, Dubai has closed its border for tourist which made my air ticket on hold.

April 2020, I end my work contract in singapore and I had to go back to Philippines. Prior to going back I did requested to close my uob account.

After a year, the airline refunded 100% the airticket, however the process and debit back the money to the card I used to purchase. I did called the airlines and informed them that my account is already closed and no way to get my money back. As per the airlines, the refund went successfully and should call my bank to check with and if the bank did not see or never reflect the refund, I could request a certification of just a letter stating that no refund reflected on the bank side so airlines can process again on my refund.

I'm not getting any response from my email.

Just want to feedback to your Ops team that I'm disappointed with their lousy and money-minded service.

In August 2021, UOB deducted the mortgage installment from my UOB savings account instead of deducting from my CPF account. The cash amount of $1, 694 in my UOB bank account is meant for my renovation works.

On 3 Aug 2021, I wrote to Shann Chang Soek Shan and also spoken to her about the wrong deduction, and sought her help to deduct the $1, 694 in my CPF account, and refund me the amount in my UOB bank account.

Shann called me back on 4 Aug to inform me that I need to pay a $200 admin charges for the above transaction. I'm shocked to hear that UOB would charge me so much to merely deduct my CPF monies to pay for the mortgages, and transfer the cash back to my bank account, which should rightfully be the arrangement. This is even higher than interests charged for a personal loan!

Despite my explanation that the reason for utilising my CPF monies is to tide me over my renovation payment which the cash in the bank account was meant to be, but got deducted for the mortgages when the $1, 694 CPF monies are available in my CPF account for the deduction, the staff in UOB refused to help me. Instead, the Ops team took the opportunity to earn $200 from their customer for such requests.

This is the 1st time and last time I'm with UOB for any bank accounts, especially mortgage loan. Whenever I can, I will refinance/reprice my mortgage loans to another bank. The previous bank I was with did not, and will never step on someone when they are down, and to reap cash benefits like money-grabbers for a simple transaction. I wouldn't have wrote in to UOB to seek their help if I have lots of money, especially the $200 to pay UOB to deduct the original mortgage instalment, and put back the cash deducted back to my account.

I'm disappointed that I cannot transfer funds from overseas without a hard copy of the authorisation! One other Singapore bank has allowed scanned documents but UOB will not. I can't travel to Singapore because of the Pandemic and it is extremely inconvenient to post documents as courier services are slow during this time. Could UOB consider entering the 21st century? The staff have been polite but their hands are tied by higher management. Wake up, UOB.

Seem UOB get the name being a bad Customer Service bank.
Inpatient when answering question.
UOB should train your customer service more better before allow them to service customer complain or more patient in answering confuse customer question.

my account has been suddenly closed down without me having the chance to withdraw my funds.

Currently they are still withholding 700 SGD of mine and told me I need to visit the branch to get it back,
this is clearly impossible for me, being based in Europe and restricted to visit Singapore due to Covid.

I have requested the reason several times over their non-sense demand but they refuse to give any explanations as well as tend to stay mute while keeping my money.

Unbelievable!

On 27 Aug 2020, I received a phone call from the branch at ang mo kio regarding status of my corporate bank account opening status. First of all, he addressed me as RANBERRY PTE LTD (which was the company name in question). Its was absolutely ridiculous to address a human being in that way. Secondly, upon receiving his confirmation that the application was being rejected, he refused to provide any reasons whatsoever. In the first place, his assistant could have requested more information from me during my first physical appointment on 21 Aug 2020. Instead, the assistant displayed absolutely zero knowledge and experience on the matter, making several runabouts to inquire from her superior.
Finally, it seems to me that it was a racial discrimination issue on the color of my shareholder's skin (being a black) that the bank refused to disclose reason for rejecting the account opening.