我是DBS Bank 15年以來忠實的顧客。不過，最近我遇到了一件事情讓我對DBS 很失望：

在29/02/16，我不小心轉了100塊去一個錯誤的帳戶，當我發現的時候已經晚了，轉帳操作已經結束了。然後我就打去DBS的服務熱線尋求幫助，我被告知我需要留住轉帳的收據然後去最近的DBS分行去填一些表格。不過當下已經很晚了，所以我決定第二天才去銀行處理這件事。

第二天早上，我去到分行然後去櫃檯告知櫃檯的工作人員前一天所發生的事情。他查了我的轉帳收據，我的身份證還有其他所需資料，然後就叫我填一個表格。然後我就被櫃檯工作人員告知銀行需要得到我轉帳去錯誤戶口的那個戶口主人的批准，銀行才能把轉錯的那100塊還回去我的帳戶。

2周過後，我收到DBS寄來的信。信上講：「我們很抱歉地通知您，由於我們盡力通過各種方式去聯繫那個我錯誤轉帳的戶口主人，但都沒有收到那個主人的任何回復，所以銀行不能為您進一步解決這件事情。」

我看完這封信以後，我非常生氣然後就打去銀行問為什麼會這個樣子。接下來，得到的答案也是和信上說的一樣。我覺得疑問，為什麼銀行這麼專業的機構都不能幫我解決這件事情。

問題：

1．我怎麼知道銀行有試著用盡各種方式和那個戶口主人聯繫？除了用郵件和電話的方式，難道就沒有其他的辦法了嗎？

2．銀行為什麼不能在我打電話給銀行的12小時以內凍結那轉帳的金額？因為當我發現轉錯錢以後打給銀行不超過10分鐘。

3．為什麼沒有至少有戶口主人的名字出現在ATM的螢幕上，再次讓我確認轉帳方的戶口名？這樣會減少出錯的機率。

我是一個有五個孩子家庭的主要家庭支撐， 100塊錢對於我來講不是一個小的數目，更糟的是，現在那100塊在一個都不知道是誰的人的手裡。在這樣不安的情況下，我不禁懷疑，如果這件事情發生在轉錯了一筆巨額款項的情況，銀行會採取同樣的解決措施嗎？會不會收到錢的人會興高采烈地拿走那1000塊？ 10000塊？

坦白講，我對DBS非常非常地失望，想起DBS的口號「服務於親鄰第一，銀行業者才是第二」， 我覺得這一點意義都沒有！

#以上是www.nextsingapo.com原創翻譯 請勿轉載

I』ve been a loyal DBS bank customer for the past 15 years but, as of recently, i feel that I』ve erred for one too many.

On 29/02/16 I』d transfered $ 100 to a wrong account but only realised it when I』ve completed the said transaction. I then called the DBS hotline to assist me during which, I was told to keep the transaction receipt & proceed to the nearest branch to fill up some forms the next day as it was already late in the evening. I happilly adhered because this seemed like good news.

On the morning that followed, I』d proceeded to the branch & informed the counter-personnel about what had happened. After checking my transaction receipt, my ID & etc I was instructed to fill a form up. The

counter-personnel then proceeded to tell me that the bank will request the recipient account holder’s approval to reverse the credit from his / her account.

After about 2 weeks after that, I』d received a letter from DBS stating that they, unfortunately, have not received any response from the recipient account holder, despite their repeated attemps to contact the aforementioned person by phone & mail. Since the account holder’s authorisation is necessary for them (DBS BANK) to proceed, they, on another unfortunate note, would not be able to pursue this matter any futher.

I』m sure it would be understood that i was mildly upset with this news and hence called the bank for further clarification. I was, however, given the very same explanation, if not word for word. When I』d asked for the recipient’s details, I was dutifully informed that such information was exclusive to the bank and not privy to the general public.

Now I raise my question (s);

How would I know that the bank had tried to contact the recipient, whether by phone or mail?

Is that all the bank can do?

Could not the Bank freeze the amount which was transferred within the 12hrs after I』ve made the first phone-call, which, it is best to note, was no more than 10min after the mistaken transaction?

Would not it be best to, at least, have the recipient’s name displayed just after a customer enters the intended account number on the ATM before any transactions are confirmed? It would be another step to minimise the margin of error.

Being a family-man of five children, i beseach whoever is concerned to understand that $ 100 is not a negligable amount for my household. What’s worse, the said amount is now in the hands of an unknown person.

In this upset state, i can not help but wonder if the amount had been considerably more. Would the same action (or inaction, rather) be exercised?

Would the 「unreachable」 person walk happily away with $ 1000? $ 10 000?

In all honesty, I am discouraged, disappointed and utterly distrustful of your recent slogan, 「Neighbours First, Bankers Second,」 for I see no neighbourly acts in this whole masquerade.

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