Dear Management,  

I would like to bring this to your attention that my card had been declined when I am paying my bill at a restaurant on 17/02/2008. I felt embarrassed and frustrated at the point of time as I am sure that it would not exceed my credit limit.

On 20-2-2008, I received a missed call from your HQ claiming that I did not made any payment to my account for (4 months) hence my card had been temporary suspended. I was shocked to hear this piece of news as I don’t remembered I lapse my payment for that long period of time. I urged the operator to check on my payment record in the computer system again.  I was relieved when she told me that I had made payment every month as stated in the system. However, I was shocked to find out that I am paying to the wrong account instead.

Immediately, I realized that there was something amiss from the conversation. I admit that I had lost my wallet on Nov 2007 that consists of several credit cards and some personal documents as well.  Therefore, I activated the new card on Nov 2007 that was being sent to me since June 2007.  Nevertheless, I still continue to pay my minimum payment so that I will not be imposed by late charges.  I used to pay my bill through the bank teller or AXS machine as there is a service charge of $5 incurred when paying over the counter. Conveniently, I made the payment for my existing MANHATTAN card.

Common understanding is that any outstanding amount from my old card (missing card) will be automatically transferred to my new account (New card).  However, due to my disappointment, Standard Chartered Bank practices differently from other banks in Singapore.  I had to made payment for each account, i.e.  I had to recall my previous account number (16 digits) in order to made my minimum payment.

As a loyalty customer to your bank, I found that it was not efficient and effective at all. For instance,  if I lost  5 cards that means I had to made payment  for  5 different accounts .  Moreover, the MAHATTAN hotline told me that it was due to a different type of card I am currently holding. The OLD card is a normal MAHATTAN card and the new card is PLATINUM MANHATTAN card.  In fact, ONLY the word “PLATINUM” was imprint on it . The exterior design and credit limit remains the same.  I did not request for a platinum card at all, it was sent to me by default and the MANHATTAN manager claims that he was unable to help me regarding this matter.

I feel that it was absurd when such a reputable Bank that has a network of 20 branches, employs more than 2,000 people in Singapore and provides the full range of Consumer Banking, Corporate and Institutional Banking and Global Markets products and services could not resolve this matter.

Do drop me a reply as soon as possible to solve this issue as late charges had been imposed since then.

With disappointment,

James Ng