UOB Branch - Tampines Branch & Wealth Banking Centre — Local services in Singapore

I would like to share about my unpleasant experience with UOB Tampines Branch.

On 31 Dec 2022, my husband and I went there to deposit a large amount of cash from our wedding. We initially joined the queue, and were directed by an intern to a cash deposit machine inside. We began depositing the cash as directed by the machine, and the intern told me to insert my ONE credit card. About halfway through, the machine was jammed and the credit card along with all the deposited cash was retained. We were confused and were directed by a customer service officer to fill in a claim form, stating the amount which was deposited thus far. After that, we were directed to another cash deposit machine to deposit the remaining cash which we did with no issue. We were feeling quite anxious as it was a very large amount of cash retained in the machine, but the customer service officer assured us that they would get back to us within 5-7 working days and also put in an expedited request.

About 7 working days later, an amount was deposited into my account. However, the amount was short of $50 from the stated amount deposited. The cash that we had brought had been checked by three different people, so we feel it is very unlikely that we miscounted.

I then called UOB call centre to report the issue, who said they would relay the message to Tampines Branch to investigate. However, after 1 week there was still no news, so I called UOB call Centre again. At the same time, I was waiting for a replacement credit card which was also delayed. Once again, UOB call centre said they will help to expedite the situation and a staff from the Tampines branch would call me back. But there was no news at all, even 2-3 weeks later.

I had to call again, but UOB call centre was unable to give me an answer, and even encouraged me to go physically back to the Tampines Branch to lodge a complaint. My husband went there, before we were finally given an answer that a staff would call us back on the outcome.

I received a call back later that day only to discover that an investigation was already done about 2 weeks ago, and they claimed that the machine counted correctly. This was ONE WHOLE MONTH from the original complaint. Why didn’t anyone get back to us in the first place if the investigation was already done???

On a side note, UOB informed us that they would transfer the GIRO arrangements from the original card to the replacement, but when we checked the arrangements were not done so we just applied for the GIRO ourselves when the replacement arrived. To our horror, we were hit with late fees, only to find out that the GIRO payment had been reversed with no notification, so how would we have known the bill wasn’t paid?? (to UOB's credit the fee was waived but it shouldn't even have been charged in the first place had they done the GIRO processing).

We are really upset at UOB’s poor customer service, for leaving us hanging for SO LONG, and lack of information on how the investigation was actually done, which leaves us in doubt if it was really us who miscounted (even after triple checking), or if the machine had malfunctioned, or if cash had been pocketed by the staff doing the investigation.

The 1 star given is only in appreciation for the apologetic customer service officer who finally called us back and was trying his very best to help us, even though this investigation and getting back to us was technically not under his purview. Other than that, we are very disappointed at how the rest of the situation was handled by UOB...

Was at this Tampines branch of UOB on 7th Feb and had the most upsetting experience. I had a joint account with my mother and my mother had a personal account. My mother is in the hospital and we needed bank statements to show proof of funds for application for mdw. A young disrespectful bank staff was handing out numbers for the queue. I told him I needed bank statements print out as I could not do it online. I was told there's no statements if the accounts are passbook based. I explained the reason for my request and was basically brushed aside. I was finally able to get to a staff and after an exhaustive half hour saying that they cannot print past statements and cannot print transactions etc, the female staff said the best she can do is a balance enquiry for my joint account. That was acceptable as there's name of account holder and current balance. They could have advised they could do that within 5 min instead of 1/2 hr telling me what they cannot do. For my mom personal account, I was told I had to produce an LPA. I rushed back to the bank in the afternoon. I had the LPA, my mother's IC, my joint account book with my mother. I encountered the same smug male staff who flipped thru my LPA and told me the LPA is not acceptable. His atitude is condescending and disrespectful. He said I should have done this bank requirement earlier if it was urgent. He also say I could just photo copy the front page and last page of passbook. This is not acceptable because the account name and number is not on every page. He went to consult his manager and comes out tells me I need a doctor letter and a lawyer letter. All these to get a balance enquiry print. His manager comes out and now I have to send a link for my mother's LPA to his email. This is a gross invasion of our privacy to provide him with all our information. In the end, he still refused to help. We will be withdrawing our money out of UOB.

Update 13/2/23..Useless phone call from another robotic bank manager who waste my time by repeating that they cannot assist. Application for MDW denied because we cannot show enquiry balance of account. Do not bank here, they will...

absolutely terrible waiting experience. walked in on a friday mid-afternoon because i had gotten a deedpoll done and needed to change my name.

queue staff told me to queue for the Quick Serve queue. though i had 7 person ahead, there was only 2 counters open, but there’s only 1 staff who was permanently at her seat. the male staff had to move around the bank to submit forms and etc.

if each customer could potentially take 10-20minutes (had 1 person before me that took 20-25minutes & only 1 counter was serving at that moment), then there should be more counters open.

its a quick serve queue so i think the queues should be more efficient if its for minor changes to current bank accounts instead of opening a new account and etc.

after i queued for an hour and it was finally my turn, the staff told me i needed a physical copy of my deedpoll to make the change as was quite firm about it.

it was only until i expressed that this was unacceptable as I had waited an hour and the female queue staff should have been aware that i needed a physical copy to do a name change. only then did they offer to do a one time name change for me with my new NRIC.

as a reputable bank, i cant believe the flow and wait time is so inefficient. if there’s a larger crowd, please have more counters open and ensure that your staffs are well equipped to assist your customers properly.

i only had a flight to rush to and it was already a frustrating experience. i cant imagine if this happened to an elderly or someone who requires...