Customer care consultant Grace Chong…
Customer care consultant Grace Chong assisted me on the technical issue on FWD apps. Called many times and with different care consultant non of them follow up as promised. Only Grace follow up and update me as promised. I was trying to purchase the travel insurance multiple time via their apps and prompted me error message after I make payment. To my surprise they charged me multiple times and yet no policy was purchase. Called in customer care and they keep on asking me to provide them with the proof of the deduction which I did and I called bank to confirmed all the deductions. They took 3-4 working days yet no news and I called them multiple times to follow up as my travel date is near and I won’t be able to purchase other travel insurance anymore as some coverage needed at least 7days before departure. Only Grace assisted me, the rest just passed me around and said will call me back. The r fund took about 2+ weeks to refund back to me. To be very frank the IT team needed to improve, how can you take 3-4 working days to check if the amount is deducted from the card while the bank already approved the payment and the transaction already appeared in the statement? Hope they can be better. And truly appreciate Grace for her help..