I TRIED to withdraw $200 in cash from a DBS Bank ATM in Pasir Ris on Nov 13. No cash was dispensed from the machine but $200 was deducted from my account.

I quickly called customer service and was told the bank would check and call me within three working days. No one called, so I rang up customer service again on Nov 19 and was told the matter was still under investigation and the bank would need seven to 10 working days.

On Nov 24, I received a call telling me the bank had sent me a letter and asking me to refer to it. The letter was from DBS Bank's eChannel Servicing and signed by a Mr See Kim Seng. He said there was no discrepancy and $200 had been withdrawn from my account and I had received the cash.

I immediately called the bank and demanded to see the recordings of the closed-circuit TV (CCTV) cameras. I waited and waited but there was no follow-up from DBS and so I called again on Dec 1. I was told the bank was following up on the matter.

Finally, on Dec 3, I received a call from Mr See who was not at all apologetic. His first question was: 'The machine is faulty meh?'

I was furious and asked if he had actually seen the CCTV camera recordings and what was the outcome. He replied that it was the bank's fault and $200 would be deposited into my account by 5pm. But there was not a word of apology.

What kind of attitude is this? Is $200 just peanuts to Mr See? Is that why he did not take the trouble to investigate before sending the first letter?

I wonder how many such letters have been sent to DBS customers to settle and close a case quickly without carrying out a proper investigation.

John Seng

This article was first published in The Business Times.