Hong Leong Bank
Reviews and Complaints

This incident happened about a year ago, sometime in july 2016. We are a law firm in mid valley and our firm's name was [removed], now known as [removed]. We are instructed by our client to prepare a sale and ourchase agreement and they require bank financing to purchase the property. We referred the client to hong leong bank in mid valley. Client, mr [removed] has told cindy (Ms cheong) that he will be appointing our firm to handle the loan documentation and we have also on several occasions verbally reminded cindy about this. To our suprise, when the loan was approved, the case was assigned to another law firm. Client did ask cindy why our firm was not appointed and we were told by client that according to cindy:-
A) the loan will only be approved if the documents are handled by the lawyer chosen by her;
B) that our client cant handle the loan, we can only do the snp;
C) that client must sign the loan documents on the same day failing which bank's offer will lapse.

I did call cindy and confronted her on this issue. She denied all responsibilities and said that nothing much could be done since borrower signed the loan documents. I have also spoken to the manager at that time but he did not take our complaint seriously and did not respond since. We were dissatisfied with hong leong and we closed all our client accounts within 2 months from the incident.

I decided to report this issue today as I think that as the law industry has became more and more competitive, more borrowers may fall victim to this: not being able to choose the lawyers from hlbb panel and are misled as to the bank's offer. Bank's officer should not be misleading the borrowers on how the appointment of lawyers will affect the bank's offer.

I am prepared to meet your officer to facilitate the investigation of this matter. Pls also call mr kok to verify what I have said above.

Attached an email from cindy for your reference. Unfortunately nothing much was recorded in writing.

[removed]
[removed]

Dear hong leong bank.. i'm Azizah.. this morning i was about to change money only its not the first the time this happen & i'm really disatisfied with the the service at hong leong bank alam mesra branch.. Firstly i asked the staff at the front table what number number should i take if i want to change coins.. they said number 5, then i arrived at the counter she said i take the wrong number & said i shoud take number 1.. then.. i take the number again lady at the cashier counter is not polite then said to me i should not take number just go to counter 5.. i'm really dissapointed.. please fix it.. really need your help on this..

i had made an international transfer last Thursday to UK for my daughter. The money didn't receive even after a week. Finally, I knew that it is because your bank didn't provide the sort code and the money being rejected and charged by U.K.
I didn't even receive any message from the bank but instead I knew it by asking from the counter!
It is a terrible service! !
Every bank in Malaysia know that there is a need to provide sort code for UK bank. How can this even happen in a national bank? The most unreasonable thing was, I need to pay for my second service charge for transfer! What wrong with this?!
My money had been charged by uk now I need to pay for my second service charged of transfer which is not my fault!

In September (I think)but at least 1 month ago, I have done a Online redemption for 2 Giant Vouchers.
I remember calling at least 3times enquring about the undelivered items and each time your Call centre staff would tell me its still in the midst of processing and I should get it soon..
As it is only 2 Giant Vouchers worth Rm50 each, I did not follow up until I am hit with other products problem I have with Hlbb and while calling Call centre trying to resolve my Touch & Go Zing card problem and my inability to log into my online banking account would I remind and check on the undelivered vouchers again.
Something is not right in your follow up process both in Rewards redemption and Touch &Go Zing card activation.I really give up .While as at yesterday after raising my voice with your Call centre staff a lady Supervisor MsJacklyn called me and try tohelp me. She is the only staff in Hong Leong working I think. While my other problems with Hlbb is almost solved my Touch & Go Zing card cannot be used and has caused so much inconveniences to me causing jam at the toll plaza ( despite calling to get guidances from your Call centres the instructions given does not work).I give up in you Hlbb.

I am a loyal Hong Leong Bank customer since your Hong Leong Finance days way back in 1984 meaning your customer for 33years with Mortgage Loan, previous HP loan, Credit cards, FixedDeposits, Savings & Current account with you.

I am old now and don't have the energy . I work best with e-mails which I will definitely reply if I have gotten from you but financial institutions prefer to call us retirees at hours that we may be walking, driving or traveling not in Msia. Our hearing is not good and as such please email or sms me. You may says its not our company policy to do that but then how can you claimed to be the best in Msia if you dont listen to your customer but only react in selective cases and selective listening
So much being said..Its up to you Hong Leong Bank...Kiv my email you can choose.I take the time initiative to write to you do remember. People that don't writein officially will bad mouth Hlbb to at least 10ppl which multiply...You should know.
Signing off,
Melissa Yew Mee Siew

On 19 October 2017 around 1.30 pm, I requested to access to my safe deposit box. The lady staff in charge named Suh Fen was not around, probably went to lunch. One of the lady staff called a male staff named Philip to call someone from the office to attend to my request. It took awhile until an elderly male staff (in his 50's). He showed me long face, did not say a word then slammed the slips and pen in front of me and disappeared into the office. I did not get his name because he was not wearing name tag.

After filing the slip, I waited for awhile again and he appeared, not even eye contact with me. Another mother daughter approached the safe deposit counter and the grumpy male staff did not bother to look at them either. After a while he asked the mother daughter in a rude manner in BM "Apa lu mau?" I saw the daughter's shocking expression.

On 26 October 2017, around 9.30 am I went to the bank again and I met Suh Fen. I wanted to ask her how am I going to pay the safe deposit box rental at the same time highlight the grumpy male staff to her. To my disappointment, she asked me "What did I say last year?" with her innocent look. The way she asked question was like a teacher asking pupil. This is really unprofessional.

If they are not happy with the management or what so ever reasons it might be, please don't release their anger towards customers. Might as well resign from HLB as they are lots of young graduates seeking for jobs out there.

My father make wrong transaction and immediately go to the nearest Hong Leong Bank branches seek for their help and ask for the revive of the made transaction. However, the person who are in-charge with credit card helpless at all and scold my father. And she always ask my father to call the hotline customer service regarding this matter. If so helpless, this position can be terminate because i can always call the hotline customer service.
Please take action on this, we are customer who are seek for solution and we have no time to play around with you.

I would like to raise up this issue to THE MANAGEMENT!

Recently I was applied Auto-loan in HLB. However, I did follow with HLB to get a valid documentation or letter of my copy. Yet, no reply from HLB.

Furthermore, I was trying on the cash deposit machine at Kota Damansara to pay my first installment. However, the machine show my account is not in the system!

Now, I received a call from HLB say want to pull my car due to I not pay the installment 2 months.

Please advise and explain!

When I was using the ATM machine, I asked the employees for help but they are talking to me unwillingly. At the ATM machine, she dare to questioned me as if I am a joke and asking me whether I have pressed correctly. She should assist me and not making fun of me. That is the worst attitude that i can see so far. I will not choose this bank anymore.

Hi, I had gone to HLB Taman Inderawasih on 27 July 2017 on the issue of Wang Tak Dituntut (WTD) on behalf of my late father. The WTD statement is for Oriental Bank and was being told that within 1 week, they will call and update me on any progress/news. Unfortunately, until today, I have not yet received any update/news from them.

As attached here is statement of WTD that I have submitted to HLB Taman Inderawasih and Death Certificate (Sijil Kematian) on the details info of my late father.

Good evening, last week Monday on 07.08.2017 i have walk to Malim Branch and apply personal loan consolidation.After communication with the official and i direct sign the application form and submit my document on that's day.The next day the official had contact me and inform me miss some documentation and immediately resubmit.

The official reply my message and told that will help to submit the loan.In Addition, i had try to whats app, email & contact him but no respond and all. just now i call to KL and really supply that the official never help me do submission.

This is HLBB give our consumer best service?

Bulan lepas kita pergi hong leong bank branch jalan kepong minta tukar alamat surat Tapi awal bulan ini kita dapat penyataan loan masih kat alamat yang lama.
Hari ini 14/08/17 telephone pergi customer service tanya kenape kita punya alamat surat menyurat masih kat alamat yang lama.
Customer service cakap dengan kita branch yang kita pergi itu tidak update system suruh kita pergi balik branch yang sama buat semakan.hari itu kita pergi membazir masa sahaja sekarang mahu ambil cuti pergi buat sekali lagi. Lagipun mahu ambil cuti bukan senang lagi. Sekarang pihak bank mahu macam mana selesaikan masalah ini?

Application submitted to Ryan leong Chun veng who was branch manager at midvalley and then seri petaling branch in early 2016.

Ryan provided very few updates on the progress of the application until sometime in April 2017, he became uncontactable. We have not heard from him since and he has not returned our calls. Unless something happened to him, we feel very disappointed with his behaviour.

We hope someone can look into this.

6th August 2017
11.17am
My cash was retained in the cash deposit machine due to machine broke down. Asked for assistance from the staff and she got me to fill up a form.

The staff stated that the similar incidents actually happened to some other customers frequently. The machine maintenance was outsourced to the vendor and she can not do anything about it. She is unsure when can i get back the cash and obviously there is no proper procedure for the staff to refer to when dealing with these cases.

It is very disappointing while Hong Leong is promoting the concept of 'digital at core', but they do not even have a proper servicing to ensure that the basic facilities are functioning. It creates so much hassle and inconvenience to me and my family as we need to cash for emergency use. Our house was burnt down by massive fire and the cash is actually donation from colleagues for my family.

Sincerely,
Hazel

Today I was called to home branch taman putra for check my current account wether the cheque i issued out is success not, the officer rejected due to cannot verified who am i... there have lots of questions to ask me for verification, but you just simply rejected. By the way, I'm a current account owner, if i no call back to home branch asked, where could i call to? Started from when, one of the rules of hlb is not allowed current account holder cannot call back to home branch for future information ?Can the branch manager simply changed and do not follow the rules?on my site, why I need to invest money to hlb to get this kind of poor services?

Today I call department collection for know my outstanding balance and amount to pay to active back my card. Then them told me the amount and I already paid, but after I bank in my amount and I call back to inform, sundenlly they said my card can't active and they simply said just now they miss look from system and inform wrong detail to me. So now i'm not satisfied and very dispointed cause this issue is not my problem regarding reason 'miss look from system'

And this is not small issue to me. And this is we can call them and they 'liar&cheats' to customer!

And please let me know as soon as possible answer for this issue. Thanks

Today i went to your pb center at jalan meru branch to make FD placement. what is surprising me about pb center is no staff at the counter to serve me and i have to take the number to proceed my transaction. I feel very disappointed to your bank service because i didn't enjoy green lane service as your VIP customer. I hope the management will look at this issue seriously. Thank you.

The staffs (Jerantut Branch, Pahang) confirmed with us that the new FD can be placed through online banking even though the FD account is under joint name. We have tried apply it by online but failed. After that we contact call center officer, he told us it can be placed by online is only for personal account. So means that the counter staffs is provided the incorrect information to customer. What the bad experience with HLB! And the first time we went to this branch counter to place FD they has spend us around 2 hours! We noticed the staffs in this branch is quite less familiar with their internal procedure.

Dear ms diana,

Thank your for your reply.

I have actually submitted my loan to hong leong bank branch weeks ago applying housing loan for property at johor which I only require loan amout about rm350, 000 to rm400, 000.00 for property at taman sri penawar, johor.

Unfortunately, it was rejected on yesterday by whatsapp from your staff, ms irene without any documentation reply to for loan rejected.

I have actually answered all your staff, ms irene, jalan goh hock huat branch, questions from hq and provide evidence documentations to her but the answer of loan rejected is weak documentions given by your hq staff, informing by ms irene, jalan goh hock huat branch on yesterday,

I had asked them to give me the reason and any supporting documents that require me to provide to them after the basic documents given but regret to inform you that there is no answer at all from your sides by just reject and keep quiet only.

Your bank staff, ms irene, asking me the epf contribution rate of employee and employer portion why not the same as normal regulations which is 8% or 11% employee portion and 12% employer portion. I had explained to her by phone calls and email her all the epf rulings and documentations to them for income rm5, 000.00 and below and above which affected the contribution percentage.

Is your bank treat your clients by no asking additional supporting documents from your client to clarify the ability of finance of your client and just keep quiet only? Is your staff really work hard for you to get more sales for your bank? I am in doubt and wondering.

I just reflect my opinion towards your bank.

Attached files are the name card of ms irene, bank staff of jalan goh hock huat branch, the rulings of epf contribution percentage for income rm5, 000.00 and below which employer contribution is 13%, and income above rm5, 000.00, epf employer portion is 12%. And the property sales form

Please look into this matter as important. Your immediate action and kind coperation to the above matter is much appreciated. Looking forward to your favorable reply.

Thanks& regards
Bee geok hong
Nric: [protected]
H/p:[protected]

I had done my car settlement for vehicle PGL2695 at HLB Tesco Egate PenangBranch Branch. The staff promised to call me back. After waited for 3 weeks plus I called my car loan home branch, HLB Jalan Burma Penang Branch. They said Tesco Egate Branch didn't inform them about it and she will help me do E discharge and call me back in a while. I waited for the call for two days, no one called. More worst just now I called two times to HLB Jalan Burmah Penang Branch, phone rang for 30 sec but no one answer call. I understand that HLB have policy on answering call and why no ppl answer call? The staffs for both of the branch mentioned above are very irresponsible. Please do investigation and improve ur services.Tq

I had apply a credit card from Hong Leong Bank since Jan 2017. The bank approved two cards with combine limit to me. I had activated both of the cards and just used one of its for 3 months. Then on April 2017 i had received the statement, it shows both of the cards have been the annual fees, that card i using had deduct the annual fees but the other one haven't did the deduction of the anual fee. ok, that's fine, I paid the anual fees and did the card cancellation on 20th June 2017, but when i receive the statement of June 2017, it show cash interest have been on 27th June 2017. I want to know how can a bank charged the annual fees for the new card in the first year, and charged the cash interest after the payment is settled and the card have been cancelled..