1-12-2023 (KUALA LUMPUR) A Maybank client in Malaysia received an unexpected windfall when she discovered over RM400 million (S$114 million) deposited into her account. However, Ms Hafidzah Abdullah, director and co-founder of Malaysia HR Forum, quickly realized that this sudden wealth was not the result of a fortunate turn of events but rather a glitch in the banking system. What followed was a frustrating ordeal as she attempted to rectify the error and regain access to her account.
Expressing her astonishment at the situation, Ms Abdullah took to LinkedIn on November 29 to share her experience. “I appreciate your making my banking experience memorable, but I think this glitch took it a little too far,” she wrote. Referring to the unexpected deposit, she clarified, “You’d think I hit the lottery, right? Well, not really: It is glitches!!!”
According to Ms Abdullah, Maybank promptly blocked her account without any prior notification via phone call, message, or other means. Faced with the predicament, she had to personally visit the nearest Maybank branch to have her account unblocked. “It took forever, and this is not my mistake,” she lamented. The entire episode left her exasperated, and she remarked, “They say money can’t buy happiness, but Maybank knows how to buy frustration.”
Ms Abdullah detailed the extent of the inconvenience she faced during three days of “Maybank glitches during salary payout period,” which she likened to a series of comedic errors. Not only was her personal account blocked, but the company account also became unusable. This forced her to make daily visits to Maybank, turning it into an unexpected exercise routine. She expressed her frustration, stating, “Talk about a glitch that takes work ethic and customer service (who directs me to other branches, calling customer services that take forever) to a whole new level of inconvenience!”
In response to Ms Abdullah’s LinkedIn post, Shaikh Munir Ahmad, Maybank’s executive vice-president and head of group customer experience management, requested her contact number to facilitate follow-up by his team. He also guided her to reach out to the bank’s customer care team, assuring her that the matter would be investigated and resolved. “Will certainly have this checked and resolved for you,” he assured.
Ms Abdullah’s post attracted comments from others who shared similar experiences with Maybank. One individual revealed that their case had been unresolved for two months. While some jokingly congratulated Ms Abdullah for briefly joining the ranks of Malaysia’s 100 richest individuals, it is clear that the glitch and subsequent complications have been a source of frustration for many affected customers.
