Most reviewers were let down by their overall banking experience. Customers frequently complained about very poor customer service, extremely long delays, and completely unhelpful responses from the staff when trying to resolve urgent banking matters. People also experienced highly frustrating problems with unexpected account freezes, prolonged difficulties closing bank accounts, and unexpected recurring monthly fees.
Though some reviewers were happy with specific branch staff members who provided friendly assistance and excellent service during their visits, consumers noted that digital platforms remain difficult to navigate. Reviewers also stated that international wire transfers and foreign remittances took an unreasonable amount of time to process successfully.
Worst customer service ever. Had to spend 2 hours on the phone with 3 separate calls from me to the generic customer care hotline (waiting on hold for 20-30 mins each time). Multiple calls were due to repeated errors in DBS customer care personnel's advice to resolve an issue, with no accountability from DBS nor were there real solutions provided. The error in question was a credit card being mailed erroneously by DBS to an outdated address that is neither the registered address, or the one stated on the credit card application form. Not only a privacy risk, but also fraud! Seriously considering closing all DBS accounts now that you cannot even write a complaint or feedback, nor have customer-centric solutions offered through customer care hotlines. Says a lot too that I'm leaving this feedback here just so that it can be sent to them, since as a customer, I cannot find any other way of sharing this feedback to them directly.
Took more than 20 mins for someone to pick up customer service call. And they will charge annual fee for basic card now..
I think they want to reduce their number of customer base.
I was told to send in a form to close an account. But there was no reply after 3 weeks. I called, and they said I have to go over. For another account, they did not reply for a few weeks, when I called, they said the signature is different. So they just sat on it!!!!!
The customer service officer just rattles off at a speed no average person can comprehend.
Worst “customer service” I’ve experienced from any bank I have ever dealt with. Don’t usually write reviews, but DBS is not even responding to my emails at all. I tried to call but was hung up on after 10 minutes of waiting. Emails get a generic response, if any. I need to complete ONE transaction and then will close my DBS accounts forever, but seems like staff is still unwilling to help.
Charged interest on no outstanding balance in cashline. Paying off your balance doesn't mean your loan is paid off. They just hold it as extra cash in the acct without bothering to let you know you need to explicitly say you wish to pay off the debt. Assuming every normal person would love to keep excess cash in their loan account which pays no interest while paying credit card interest rates on the loan. Predatory lending practices.
My debit card was stolen and subsequently used by the thief. DBS refused to reimburse the amount to me even with police report submitted. DBS cards are so insecure, I would avoid their cards at all cost.
Just needed to make a very simple transaction on my corporate a/c and it was incredibly complicated. You would think that a bank the size of DBS would provide customers a better experience...
Lousy experience with DBS and their EZLink Card function. Why is this function not rolled out officially?
I have no way to cancel my EZ-Link function on my bank card which accidentally deducted full fare multiple times because it is so near my EZ-link card.
I have no way to contact DBS except to call thru their long waiting hotline. There is no email available on their website, and the limited options on the internet banking platform doesn't allow me to ask questions about my account. It is really taking the mass for granted.
I have been trying to open a new debit card, but they keep coming back to me with the same reply that i still have an existing debit card opened which needs to be closed before opening this new account . However, when i personally called in to the help line multiple times and even visited the branch myself, they said that the debit card have already been closed awhile back. There is their own systems within the company cannot be synced, It makes me worry about the reliability and security of their systems. Probably it is time to look for another bank.
Waiting to change my card pin number at Singapura Plaza. Everyone getting cash out served before me, even those that came later than me. I would have thought pin number changez were pretty basic. Instead of the silly cafe or the 4 people harrassing you before you can even enter the bank, perhaps more counter staff able to change pin numbers. Over 35 mins now waiting still no sign of getting my pin changed. Go out to the two staff on their mobiles. No idea. 3 more in front of queue. Aggressive boy then took me to a video teller on my insistance Completed in less than 3 minutes. As always disgraceful service.
The staff at counter 8 (2nd storey,last servicing counter in numerical order) on 19/12/2020, saturday,10.10am is very rude and arrogant. Worst service i've ever seen. She likes to talk down on client, ignore client's request and frequently raise her voice at me. What is she trying to do? To show that she's superior than me? I will not open any business account or any business loan relations with both dbs or posb,never ever. Worst banking service i've ever seen. Disgrace on you. Allow your staff to bully and humiliate clients. Horrible.
Called one month ago to ask to close an account. They said there was a $20 hold on my account, and they would look into it. One month later, called them back. Nothing had been done! Bank of the year? Hardly.
Also their phone banking customer service team only operate 8am to 12pm.....not even 24 hours. Bank of the year? Hardly.
Very disappointed with the customer service at DBS. After being a customer for more than 15 years, they started charging me high service fees without a notification or warning (for services/benefits I wasn't even using). I was expecting at least the courtesy of letting me know and giving me some options at that point. I now regret still keeping my savings with DBS, definitely not the best bank and not one to go to in terms of customer service.
Coming Around....Painful setup but excellent since
Moved to Singapore from the UK a couple of years ago and was recommended by extended family and friends to setup with DBS. Did my own research prior and their multicurrency & multiplier accounts both looked very good.
Initial setup was meant to take 3 days - it took 3 weeks with minimal contact or updates. Still have no idea how it took so long and at the end of it to try and finalise, I had to go in branch, queue up for 2 hours just to be told my signatures didn't match and that I would have to reapply from scratch. I can appreciate the security aspect of this but tell me after 3 days - not 3 weeks.
Fortunately, the rep I was with in branch was able to apply with me at her desk (initially inclined I'd have to requeue and start again) and effectively fast track the process to complete that afternoon.
Having now been with DBS for 2 years I would say their app and overall transparency with the system/your account is fantastic. Clear on interest qualifiers/savings insights/possible insurance and investment - the app works really well and I'm able to access/review/manage no problem. Also very secure with mobile/pins/added security mandatory.
To summarise, I'd say if you're able to stay on top of your finances and are generally phone competent, the app/website/overall experience is extremely positive. You just dont want to end up having to go in branch though...
DBS is a terrible bank when it comes to how long you wait at the branches. The two times I’ve been to one of their well-staffed locations in Dhoby Ghaut, the wait has been an hour+, even though it looks like there is more staff then customers. Don’t bank with them if you’re looking for quick service.
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