What Happened: On Monday (25th October 2010), Maybank experienced a nationwide system failure. All ATMs and Maybank2U ceased to function, and Maybank2e payroll functions were affected. Some got paid 2 months' salary (only for the extra 1 month to be taken away again, sadly), and some didn't get paid.
The Situation:
- Mistake #1 - I went to the ATM to withdraw money, which I needed seeing as how I only had RM10 in my wallet. The ATMs were not working. I asked the concierge what other options I had to withdraw money. She sent me back to the ATMs to try again.
- Mistake #2 - After I had tried 3 more times at the ATMs, I called the call centre and found out that I can withdraw money over-the-counter (which the concierge failed to mention to me), I waited in a growing line of people. Only 2 out of 6 counters were open. 1 person was served in 15 minutes.
- Mistake #3 - After scanning headlines on Tuesday, I found no mention of the Maybank nationwide system failure. As if it were some kind of dirty secret and ignoring it will make it seem like it never happened.
The Result: I have no idea what happened on Monday. I don't know whose fault it was and what steps Maybank is going to take to stop it from happening again. I no longer have confidence in Maybank to safeguard my money and will have to place my money elsewhere. I can only imagine that other people feel the same way. I mean, we're trusting this system that failed epically to safeguard our money.
The Aftermath:
Number of complaints made - 3.
Follow ups - 2.
Maybank has promised to get their IT people to call me and explain. I think they've missed the point that I tried to make repeatedly, which was that they need to inform their customers or they're going to lose them. Nevertheless, I will be one of a small % of people who will have an explanation about what happened to their system, which I will post here in case people go online to look for it.
