UOB Branch - Main Branch — Local services in Singapore

I am writing to express my serious frustration and disappointment regarding the continued silence around the release of my funds. I first raised this issue on April 10, and despite the time that has passed, I have not received a single update or response from the relevant department.

To make matters worse, I have already contacted the complaints department, and even there, I have been met with complete silence. This lack of accountability and communication is absolutely unacceptable.

I am now demanding an immediate response and resolution. I expect a clear update on the status of my funds by the end of the day. This issue has gone on far too long, and your continued inaction is causing unnecessary stress and inconvenience.

Please escalate this matter without any further delay (April 16).

I am writing to express my concern regarding an unresolved issue related to my inability to transfer funds to my DBS bank account, as well as to formally request the closure of my account and the release of all remaining funds.

April 9, 2025 (Singapore) On this date, I spoke with three different customer service representatives regarding the issue. Unfortunately, none were able to provide clarity on why my funds were frozen. I was advised to contact E-Services at 6435 0000; however, repeated attempts to reach this number were unsuccessful, as the call rings and then disconnects.

Despite my repeated inquiries, I was informed that only the E-Services team could disclose the reason for the hold. Later in the day, I spoke with a representative named Dinesh and requested to speak with a manager. I was informed—quite abruptly—that no manager was available, but that I would receive a call back the following day at 10:00 AM Singapore time.

April 10, 2025 (Singapore) By 10:25 AM, I had not received any callback. I followed up and was eventually connected to a manager named Charla, who was unaware of the previous day’s interactions or the callback request.

After a lengthy hold, Charla informed me that she had contacted the relevant department to request the release of my funds and assured me that I would receive an email confirmation, which I have still not received.

Given the lack of communication and clarity, and unless there is a valid and clearly communicated reason for the continued hold on my funds, I respectfully request the following:

Immediate release of all funds currently held. Closure of my account with confirmation provided in writing. I am extremely disappointed by how this matter has been handled and would appreciate your urgent attention in resolving it without further delay.

Thank you for your time and understanding. I look forward to your prompt response.

Past Review (April 09) I am currently residing in Canada and have been trying to transfer funds to my DBS account. Unfortunately, every attempt has failed without any clear explanation. I have contacted UOB customer service three times, and each experience has been absolutely horrendous.

Most recently, I spoke with a representative named Dinesh, who not only failed to provide any useful assistance but also denied my request to speak to a manager. I was abruptly told that no manager was available and that a callback was the only option. Despite explaining the significant time difference and the urgency of the matter, I was repeatedly interrupted and dismissed.

It is unacceptable that at 12 PM Singapore time, there was apparently no one in the entire office available to assist or escalate the issue. The lack of accountability and complete disregard for customer concerns is deeply concerning.

I sincerely hope the recordings of my last three calls are reviewed. The level of service I have received is far below what any customer should have to endure, especially when dealing with sensitive financial matters. This experience has been extremely frustrating, unprofessional, and frankly, disgraceful. I expected much better from a bank of...

4. 25june Final Update: Senior officer(s) from UOB finally resolved all issues to everyone’s satisfaction. Common sense prevailed in deciding on solutions to the issues. Thank you UOB. You nearly disappoint a long time loyal customer. Star rating changed to 5 stars

5. Update 22apr 1330hrs Amsterdam time

A senior officer did obtain all the details from me on 13th April. These couple of days while I am in Amsterdam, I received 2 UOB (caller ID) attempts to reach me (presumably with the results of my enquiries) - bothSMS messages and phone calls. Unfortunately I do not wish to incur international call charges so I did not answer and my SMS reply to UOB failed to deliver.

Apparently UOB does have a process of reaching back to customers but it still falls short when customers SMS reply (chargeable) cannot reach UOB. Unproductive, frustrating for both UOB and customers. Whatever happened to WhatsApp?

2. Update 13april 1835hrs

I’m heartened that someone from UOB (owner?) responded promptly to my report below. This is a plus sign.

I wish to add that almost at same time I did the main review, I had written to UOB to report the exact issues through their complaint channel. Requesting UOB to get back to me to resolve the matter. I will be doing lots of traveling soon therefore I wish to have my grouses resolved expediently and fairly. I will state the details of my unhappiness when the officer attends to my complaint. Hopefully we can exchange views and resolve matters in an intelligent constructive and objective manner.

After numerous calls to UOB resulting in silence, I have resorted to writing in officially as a last resort. I await UOB to get back to me before I travel on 18april.

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1. 1st post:

I am a UOB customer for at least 40yrs. Especially lately, has anyone notice a deterioration in their senior staff attitude towards customer relations? For eg when you have a problem, you call their hotline. Their first line contact officers are junior and always very customer centric. Very polite and helpful. Kudos to these junior hotline officers. But unfortunately they can only handle basic things. They are merely messengers to higher ups for less than simple problems. So they escalate the issue to their seniors in the relevant departments.

This is where the frustration begins for us customers. The response from these higher level officers is practicality zero. If you are lucky and they do call back, and we missed their call for some reason, it’s as though their duty is done. No more follow ups even with our multiple reminders.

Are these seniors so swamped with work or is it simply an immunity to customer dissatisfactions or a kind of silent protest to management for not caring about their welfare? Let the customers feel the frustrations! So that the latter will complain and by default wake up the top management! Who knows?

All We customers want are proper explanations as to what can or cannot be done by seniors with authority and product knowledge. And get the issues resolved properly and upfront with customers. Not waste time chasing for answers.

We do Not want senior officers hiding behind their desks - untouchables, uncontactable, unresponsive, indifferent to customer needs and leaving issues unattended.

If you encounter similar frustrations, please let the UOB top management know what’s going on. Letting such attitudes continue will only worsen our customer experience with UOB.

Or is it that UOB is earning so much profits during less than good times that they now don’t...

This has got to be the worst banking experience I’ve ever had. Walked in wanting to open a bank account, but the staff at the front door insisted that the only way to open an account was online and after which I could proceed to the counter to collect my card. Sure, sounds efficient.

She told me to sit on the bench and proceeded to death-stare every word I typed on my phone from right behind me. Felt like a school exam. I tried hinting if i could open at the desk instead of through a phone while I typed in my PIN and personal details, but nope she doubled down and asked if the account was for me or someone else. Thankfully, another customer came along and she finally walked off.

But not before coming back again to let me know that unless I keep $1,000 in the account, I’d be charged fees. Sweet welcome, nice.

Then I finally get called up and met Denny. He tells me that since I registered online, the card will be mailed to me but good news, he can issue another one at the counter. Things were almost looking up until we ran into a “duplicate number issue.”

Denny, now channeling his inner detective, started interrogating me like I was trying to launder money. “How long have you been using this number?” “Is this your number?” After a bit of back and forth, he said he’d call the number to “verify” it was mine.

So I sat down and waited. After a couple minutes, my phone rang, Denny on the other line tells me someone is trying to open a bank account with my number, and asks if I can confirm my identity. I told him “It’s me. I’m literally right in front of you.”

Honestly, if you’re going to treat your own customers like criminals during the onboarding process, why should anyone bank with you?

And just when I thought it was over, I left without any account details, no welcome email, nothing. Oh, and the card he printed? Didn’t even have my name on it. Guess he got too busy doing his detective mission.

I’m genuinely curious, does UOB offer bonuses for every “fraudulent” account flagged?

The next day, I walked into another bank. Was greeted with a smile, asked a few questions, brought to a private booth and had everything. Account opened, card issued, full details done in under five minutes.

Might want to take notes. Your tellers seem to think they work...