To : General Manager (HSBC Aminah Takaful)
CC : Bank Negara Malaysia , HSBC Head Quarter
From : Nway Aye Maung (Lifestyle Saver)
Passport Number : 374782
Subject : Upset about sign up with HSBC “Aminah Takaful”
Dear Sir,
I am Nway Aye Maung from Myanmar, working in Malaysia since 2002. I regret to write this letter about HSBC Tanah Rata, Cameron Highlands branch. End of july 2009, I went to HSBC Cameron Highlands Branch to open a new ATM account, and Hoh Chun Yee (Eve) attended to me introducing “Aminah Takaful”. I told her that I am a foreigner and I may cancel this plan within one year. She said it was fine and that I will receive the amount that I have saved and can even earn interest on top of the principal amount. Wow, I'd say that's a good deal and proceeded to sign up for the “Lifestyle Saver” (started by saving RM400 per month). So she made me signed on several documents, of which I could only see the right-bottom corner of the page, as she flipped the corners rapidly after each signature – I was not even permitted some time to browse through the content of the letter!
I also introduced my colleague, Ver, about the plan and he was also interested about the plan and joined in at RM200 per month plan.
After about one month I received the policy certificate which stated that should the information on the policy did not meet my requirement, I can cancel within15 days. And I doubt with what she had explained to me because the information on the certificate stated that in 1st year 35% of contribution (Credit or Debit? Which is unclear), we went to HSBC Cameron Highlands Branch, we proceeded with our cancellation (if there is Debit from what we have paid). And we ask another agent Ms.Pei Nee, I checked with her about what Eve told me and how the certificate state year 35% of contribution was that credit or debit? What ever Eve told me is true and she said, “You better check with her”, pretending she does not know anything about HSBC Aminah.
And then we spoke with Eve later again and she said that I needed not to cancel immediately, because its better to cancel after one year, for I will receive RM 4800 plus RM 2921 as profit, instead of 35% credit for us, which is a good deal. She even drew in the paper (kindly refer to attachment page). And we ask why are we receiving so much of profit? She said that in HSBC Aminah, there is an “Islamic Community Donation”-thing and whoever participated in the plan will “share-share” the profit for certain amount. And we asked her if that is certain. She replied confidently, “I had completed a training and certificate was awarded to me as a requirement to be a certified insurance agent”. We asked her if we can cancel during that time and how much are we receiving? She said I shall receive RM800 plus RM80 profit and Ver will receive RM400 plus RM40. And we mentioned to Eve that we will think about it. And my friend & I decided not to cancel the plan. And also ask her to update my contact detail due change in my h/p number to 0195556978, from my 018 (U Mobile). And she said she will update.
In the third week of November, I went to HSBC Tanah Rata, Cameron Highlands branch due to failure of banking in RM400 in October and I spoke to Ms.Pei Nee. She helped me in calling the Amanah HQ to check. HQ call center told me that I can bank-in in December to qualify for two months, amounting to RM800. And I noticed that Eve is no longer working with HSBC.
Next day (19th Nov) I went to HSBC Tanah Rata Branch and I spoke with agent Mr. Moses. I checked if all the information that Eve told us was true and asked again if we can get the amount which was expalined to us by Eve. Then I showed him the paper that Eve scribbled on for us in one year time when we want to cancel. His answer is YES. I ask again, “Am I receiving RM7,721?” He said YES again. I asked, “Why are we receiving so much profit? He said, “In Malaysia we have “Tax”!!” (??TAX?? What the...??). I am starting to doubt already about this whole thing – I think this is a scam! I asked him again, “So am I receiving RM4800 plus profit of RM2921?” This time he said that I am going to receive RM 2,921 only. So I am losing RM1,879 in one year la??!!(35% in the certificate is debit from money then) (what the f**k?) We have been cheated!! And I told Moses I wanted to cancel NOW!! And I signed the cancellation form. He said that Amanah HQ will call me back. And I also told him that when HQ call me, I don't want to have any arguments and I just want my RM1200 back – I want to see RM1200 in my bank account. And I double check my hand phone number with him, he mention me a 018, which I told Eve to change my contact detail 2 months ago. And I also told Moses that this cancellation is because of wrong information has been given by the agent (Eve). This is not my mistake... of which I am paying for now. He said that yes I will tell the HQ.
And I phoned my colleague, Ver, telling him that WE'VE BEEN CHEATED and he must cancel as well or else he will lose a lot of money in one year!! And he agreed to cancel. On 20th Nov, Ver and I went to HSBC Cameron Highlands Branch. And we explained Ms.Pei Nee that we have been cheated by Eve. And we explained our experience with Eve to her. She said a lot of customer also complained about her. This time, she said that we really are not receiving such amount and that we are going to receive less than what we paid. (THEN HOW COME SHE DIDN'T TELL US EARLIER WHEN I ASK HER ON THIS THEN, SHE EVEN SAID YOU BETTER CHECK WITH HER if she knew???) And she even check with HQ and HQ told us that I am receiving RM690 and Ver will be receiving RM110 only. I feel pity for Ver. And we asked, “Why Ver lost more?” And Ms.Pei Nee, explained to us that Ver joined with a less amount so he is not receiving more profit and I will receive more because I join with more amount and I am a month ahead of Ver. We were like looking at each other and “OMG, we have been cheated!”.
HSBC Amanah NEVER called me and they just bank in RM690 on 24th of Nov (which they mentioned on 20th Nov). I asked Ver to check his account as well. And on 25th Nov and Ver said you must be joking. I said No I did not joke to you! I am only received RM690” and he said, “I received RM420”. I was happy for him but also felt bad for my situation for I never received the correct amount! Why am I not receiving the full amount? I went to HSBC Cameron Highlands Branch on 30th of November and asked Ms. Pei Nee about the amount that we received differently. And she helped me in calling HQ and I spoke to Ms. Fazlin to explain about our sad experience with HSBC Cameron Highlands Branch.She said She needed to check and she will call me back in 2 hours. She repeated my Number 018....? Which i asked Moses to update a week ago. So I repeated my 019 number AGAIN!to Fazlin. (What's wrong with HSBC Communication?) Until 4.45pm No one call me so I call to 1800889659 and checked with Fazlin. She told me that its still in process. Next day again I called to HSBC and as per Fazlin she already reported my concern to Complaint Dept. Still waiting for their answer!. Thursday I call again and I spoke with Gopi explained my entire story to him. He said he will tell to Fazlin and they all felt sorry for me. I waited until Friday, Saturday and Sunday, and even until Monday. I called on Tuesday and spoke with Fazlin. She apologized to me about delay and she said she had emailed to Complaint Dept. Now she is going to bring up the matter to higher management due to her off is Wednesday. She will call me back on Thursday. I waited until 4.40 pm on Thursday.
BUT no one called me. I called to HSBC HQ and some other agent answered my call. She said Fazlin was engaged on other line, she tried to explained to me about my case, but I prefer to hear from Fazlin. So I do waited until Faz answered my call. (does Fazlin was hiding from my call???) And Fazlin told me that she didn't have the reply yet from the higher management. And she said she's going to call me after that day before 5.00pm (Friday 11th December). Fazlin called me. On 4.45. line was unclear and she called back soon after. Fazlin said that my request of full refund is unable to proceed due to I have canceled after cooling off period. (Don't tell me that crap because I heard this from branch, second time I went for cancellation. Find another excuse, did they even noticed that the reason I am complaining is because of that. HELLO I AM THE VICTIM AND I GOT CHEATED BY YOUR SO CALLED PERSONAL WEALTH MANAGER!!!) HSBC Cameron Highlands Branch told HQ that I am fully aware of HOW MUCH I AM GOING TO RECEIVE. (HELLO I AM AWARE OF HOW MUCH I AM GOING TO RECEIVE BECAUSE MS. PEI NEE CALLED TO HQ AND CHECK SO SECOND TIME I WENT TO BRANCH FOR CANCELLATION. IT'S NOT THAT I AM AWARE ON THE VERY FIRST DAY BEFORE I EVEN SIGNED UP FOR THE PLAN!!!AND I TOLD TO MOSES THAT I DO NOT WANT TO HAVE AN ARGUMENT. I JUST WANT MY MONEY THAT I HAVE PAID. I DO CANCEL, YES DUE TO AN ERROR FROM YOUR SIDE). I was so angry and What the bloody hell excuse was that. I told Faz (with my voice shaking) that I am holding the BLACK & WHITE which EVE scribbled for us the first time we went there for cancellation. I strongly disagreed with what HSBC CH branch told to HQ. That they are cheating instead. Faz suggested to me to see branch manager and Fax the document. I wrote a short note and attached paper that Eve scribbled on how much are we receiving. I told Faz that this is my last copy of that document and this B&W is what I am going to use for my police report and news paper publishing. And I faxed that documents. But I was unable to check weather they received it or not because when I called the office was already closed. Then I faxed twice, and I called to CH branch. I managed to spoke to Moses and as soon as he found out that it was me he asked me to hold the line for awhile. He don't want to listen to me. He said, “Can I ask HQ to call you?” This case is out of control. Out of our control ”(I AM ANGRY WITH HOW MOSES REACTED ON THE PHONE, OUT OF F****** CONTROL? YES!! BECAUSE YOU GUYS LIED TO YOUR HQ.HE JUST IGNORED AND IRRESPONSIBLE) and I interrupted his sentence and told him that “ Tell your manager! I am very upset by they way HSBC Cameron Highlands Branch answered when HSBC HQ check about my case and you guys answered. “Customer is fully aware about how much I am going to received” which I already been cheated. The branch is not responsible for their mistake. They think they can corner the consumer with what ever we sign for?.
Dear Sir,
My impression to HSBC Cameron Highland Branch is this, they hire EVE to cheat the people. Maybe achieve the target or something, then get her out? I don't know. I think you are well educated you can think by your own. The reason why I write each single word because. I have an odd experience when I lost my wallet, because I don't have single ringgit. I need to walk for 3KM by myself under the sun. Now what I paid is RM1200 and I only received RM690. My money which amounts to RM510 have been lost which I can't afford by this time (THIS MONEY CAN SAVE MANY KM OF WALK. 1530KM! 63.75 days) I walked in to HSBC bank to save money and I have trusted the brand. I have trusted the service agent so called “Personal Wealth Manager” (But I walked out with RM510 poorer) and I signed the paper trusting that person because she is representing Big Brand like HSBC. Thinking what ever she told me is on the paper as well and it is true. The other thing why I write this is because I even want to go further by newspaper publishing to alert the people from avoiding same saturation as mine. And before I should take legal action as well. I am ready to bring up this matter to HSBC International, if the problem is still unsolved.
Nway Aye Maung
374782
