Customer denied replacement ATM card


RECENTLY, my sister who is in her early 70s and I went to a prominent bank in Tanjung Bungah to ask for a replacement for her ATM card. To our dismay, the bank officer flatly refused her request, saying that my sister had been losing her ATM card frequently.

Has this officer the right to deny my sister a replacement card or is it general banking policy to deny a depositor a new card after losing it too many times?

The ATM card is meant for customers to easily access the bank’s services at all times and reduce congestion at the counter, which is very important these days in view of the Covid-19 pandemic.

Losing and forgetting things is part of life, and it’s up to the individual to ensure that such things do not occur.

My sister does not have a car and has to walk when she needs to go anywhere, in this case the bank, which is roughly one kilometre away from her house. Without the ATM card, she would have to go to the bank if she needs any banking services, and only during working hours at that.

How much does it cost a bank to replace a lost card? Is customer loyalty less important than the cost to replace the card?

PRO BONO PUBLICO

Tanjung Bungah

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