UOB – Disappointing Experience with Transparency and Customer Service
UOB – Disappointing Experience with Transparency and Customer Service
If 0 stars were an option, that would be my rating. Unfortunately, Google Reviews only allows ratings from 1 to 5 stars.
I am disappointed with my recent experience with UOB.
I visited UOB after seeing its Fixed Deposit Plus promotion advertised as offering up to 4.10% p.a. with a minimum FD placement of RM10,000 for new-to-bank customers.
At the branch, however, I was informed that the 4.10% p.a. rate was subject to the applicable banking segment and AUM requirements. I was subsequently informed that Privilege Banking customers require RM500,000 qualifying AUM, while Wealth Banking customers require RM150,000 to qualify for the respective promotional rates.
I later contacted UOB Customer Service on 10 September 2026 to clarify this. I was told that these requirements are stated in the English Terms & Conditions.
I accept that promotional campaigns can have different eligibility requirements, and I now understand that these requirements are stated in the English Terms & Conditions. My concern is whether these important conditions were communicated clearly and prominently enough on the promotional webpage for a customer to understand the difference between the RM10,000 minimum FD placement and the much higher AUM requirements before visiting a branch and considering placing substantial new funds.
The promotional wording of “up to 4.10% p.a.” together with a “minimum FD placement of RM10,000” was what initially attracted my attention. However, the distinction between the minimum FD placement and the AUM requirements for the different banking segments was not immediately clear to me from the promotional information I relied upon.
I also visited UOB Pudu Branch to enquire about a Basic Savings Account, where the website states a RM20 minimum initial deposit. However, I was told that I would need to deposit RM10,000 to enjoy online banking facilities.
I was also given an explanation regarding the branch serving customers from the surrounding area. This was confusing and left me questioning whether UOB has an actual geographical restriction on where customers may open a basic savings account.
If such a restriction or online-banking requirement exists, I believe customers should be able to find the relevant information clearly in UOB's official terms or website before travelling to a branch.
My main complaint is not about failing to qualify for a promotional rate. If I do not qualify, I can accept that.
My concern is transparency, consistency and communication.
A customer should not have to visit several branches, ask the same questions repeatedly and receive explanations that are difficult to reconcile with the information presented online.
When substantial new funds are involved, customers deserve clear information before making the trip to a branch.
UOB is a major and established bank. I expected better communication, clearer disclosure of promotional conditions and more consistent product knowledge between branches and customer service.
Please improve the communication between UOB's website, branches and customer service. Customers should be given one clear and consistent explanation of the product, its eligibility requirements and available alternatives.
I am sharing my experience so that UOB management can review what happened and consider whether its promotional information and branch communication can be improved.
Whether UOB is reliable or not, I will leave that for each customer to judge based on their own experience.
I hope UOB management will take this feedback seriously and work towards providing customers with clearer, more consistent and transparent information.
If it wasn't necessary to submit a rating, I wouldn't even give them one star.
Their staff called us claiming there was a cash shortage after we made a bank deposit. When we requested CCTV footage for verification, they simply said they didn't know and could not provide it.
After that, when we went to deposit money again, they made the process unnecessarily difficult. They asked us to repeatedly insert the notes into the machine until every single note was accepted, instead of providing proper assistance.
We have been dealing with this bank for many years, but the level of service we have experienced recently is extremely disappointing and unprofessional.
This bank is absolutely ridiculous, a real joke honestly , I have wasted over a month with these guys merely trying to open a bank account and they have been lying for a month as if they are working on it while they do nothing at all in reality. What kind of bank account creation takes over a month and not created. Am I opening a Royal Impossible bank account?? Totally absurd. They call at whatever time they want to pretend they are handling the issue but if handled why just not reply by email?? Try to call all the time and no answer when call back?? I request immediate resolution for this and compensation!!!
DO NOT USE THIS BANK , REAL LIARS
UOB Communication and Service Standards
I wanted to share some feedback regarding my recent experience with UOB, particularly around communication and service standards. Inconsistency in communication can happen in any organization, but it becomes especially frustrating and time-consuming when it occurs at a major bank like UOB. Both your website and call center confirmed that, for a joint account, only one holder needed to visit the branch. However, when I arrived at the Choa Chu Kang Lot 1 branch, I was informed by the staff member that I needed to bring the bank book, without which nothing could be done.
This conflicting information resulted in unnecessary inconvenience and wasted time. It highlights a gap in UOB’s communication standards that I hope can be addressed. Clear and consistent messaging across all customer touchpoints is essential to ensure a smoother experience for everyone.
Thank you for taking the time to read my feedback. I look forward to seeing improvements in your communication processes.
UOB Malaysia (eg loan department, credit cards services & general banking )
UOB Malaysia (eg loan department, credit card services, etc) if between A to E rating where E is worst, I give F after E, FAILED TOTALLY. Below par, below zero ie negative (making people sick and stressed ). Its people did or are not performing. Years of experiences withnessed this personally and at corporate level too.
I applied for a credit card online and received a call from a sales representative. I informed him that my current work permit is due for renewal on 4 June, and he told me to contact them again once the renewal is completed.
I found the experience unhelpful because he had promised to email me the list of required documents and asked me to get back to him once my work permit was ready, but he never sent the email.
Overall, it was not a good customer experience.
Very Poor way of Handling Opening Account Promotion
The way UOB handles their "Weekly Account Opening Promotion" is extremely bad.
Specifically waited for a certain timing to open my very first UOB account to qualify for the promotion but after multiple calls with the customer service and waiting for 6 months. The only response I got from the customer service was that while l did meet the requirements for promotion, I was not one of the first 80 eligible customer and that is the only information they have. Imagine the frustration!
The customer service also did not have a good knowledge about the promotion, rude and often brushed me away. Everytime I call, I have re-explained the promotion and the qualifying criterias before we could align. The tone and words used by the customer service was as if why am I bothering them about this and kept telling me they will check without getting them to me. Very bad experience!
Last week, I contacted UOB customer service to request the cancellation of my credit card due to late charges and retail charges. During the call, I spoke with a customer service representative named Wan.
He asked about my reasons and patiently listened to my concerns. After hearing me out, he suggested that instead of cancelling immediately, I could hold on for a few days while he submitted an appeal to see if the charges could be waived. He was honest in mentioning that he could not guarantee the outcome, but was willing to try. I told him that it was fine even if the waiver was unsuccessful, but I truly appreciated his service and empathy.
This morning, when I checked the UOB app, I was pleasantly surprised to see that the appeal was successful. I am very grateful for his help. Because of his excellent service, I have decided to continue using my UOB credit card.
My banking experience today,24/4/26 at the Taman Poncerosa JB branch of UOB is worthy of my highest compliments because of Ms Angela Ho who rendered to me the most satisfying banking service any customer can
hope to get.She handled three transactions for me with grace and understanding and,at least one other customer also remarked on Angela 's great personality.So,this is not just a rave review.Angela is the real deal.
My Privilege banking wealth manager: Vincent Wong Zhi Guang
I have been using my UOB one credit card for 5 years in the United Kingdom where I work
on the 26th of February 2026 my card was locked. there was no reason for this and I had no filed any fraudulant use of this card
I contacted my wealth manager on the same day to request for this card to be unlocked
It is now more than 10 working days with numerous emails back and forth. Vincent and UOB request that i use the hotline to credit card team. This costs extra money for overseas calls and this was not my doing.
Today at 9am GMT Vincent informs me over email that 'my card centre colleagues has been calling non stop and they can't reach you for the last few days'
I have since sent Vincent evidence of my call logs that show no calls from UOB at all.
I would like to share my experience as a privilege member of UOB. I find this level of service extremely lacking and I cannot help but allege that there are lies evolving in managing something so simple.
Unlock the card - the customer has not raised a concern and is asking for the card to be unlocked!
I'm extremely disappointed with my experience using my UOB card. Honestly, it has been useless for what I need it for.
I recently tried to use my UOB card to purchase Bitcoin to fund my investment account on the Bitci Stack Asset Platform. This is a legitimate investment activity, yet the transaction was declined multiple times without any clear explanation or how to resolve it.
It's frustrating to have a card that simply doesn't work when you actually need it. I can't recommend using UOB cards for investment related transactions.
Was really disappointed with UOB in solving issues. I have been having problems opening my credit card statement through the uob app. Complaint made. Customer service checked and confirmed the error in their app. Then uob want me to make screenshot of the error. Done. Waited for 2 weeks. Problem Not solved!
Even though I asked the statement to be sent through email. Still got a lot of process and problems. And expect me to be grateful they waived the fee.
I was inherited by the bank after UOB bought CITI bank premium branch. And this was a nightmare. The bank is in Malaysia, I am not. And the bank, in 2025 not able neither onboard me (they are deliberately reducing the remote capabilities of their clients month by month), they are not even able to communicate properly, as the system only allows their own e-mail, and of course, if I am not yet a client, I don't have one. Surely, I assumed, if the owner of the bank changes, this doesn't influence me, as a client. No so fast. I was blocked out from the accounts. I wasn't able to get hold of my finances. Even when after months of e-mails and calls I came to Malaysia to solve everything, it took me two visits to the country, two weeks apart, and during the first two weeks the bank wasn't able to re-open my accounts! Why? Because nobody gives a s..t. And the department is called: "Privileged banking" I got a cup of coffee, but not access to my money.
For the second visit I came to the bank every day and was sitting in the branch for hours to make sure somebody is doing something on my case. Finally, I got my plastic card. In total it took over a year after the bank takeover, two trips overseas to get access to the accounts, hired a law firm, to get rid of Malaysia My Second Home programme hurdles, unblock the deposits. I think I was really lucky to be able to transfer the money out of the bank without a third visit to Malaysia. So, unless you are 90 years old and have no idea how the modern banks work, avoid the bank and choose something more online oriented and not so archaic.
UOB VietNam: 1 bank working for me the experience could not be worse: Complicated process, bureaucracy, inconsistent email notifications that affect customer time. Will cancel all accounts at UOB and never use.
Not even worth one star. The worst bank I have experienced in Singapore. Card was compromised within 12 hrs after activation when it's not being used at all. Balanced payment in a cancelled card was only refunded after many years when you called, and the reason was the card was cancelled and they don't know how to refund the balance amount. I am not sure if the reason makes sense as I have a UOB bank account. Too many of lousy experience from this bank.
I'm very very sad and disappointed about Singapore UOB customers service.
I called up UOB customers service hotline to report a unauthorise transaction on my UOB One Card.
The customer service staff told me she already help me block my card and I will receive my new card on 28/5. But they still allowed the unauthorise transaction amount to go thru and ask me to pay for the unauthorise amount.
I have taken Credit cards from few Bank for more than 10 years and this is the first time I have this bad experience
Super bad service. Secure2u activation got so many problems. Calling the customer service only make it worst. They advise me to uninstall the apps and reinstall and log in back. Following their advise now im not only facing problem with secure2u activation but also got trouble to log in the apps. Not only i waste my telco bill, they also give me another new problem w the apps. Thanks to the customer service. Gonna deactivate my uob account now. SUPER BAD SERVICE.
Even I have use the credit card more than 4 years, still charger the annual fees, request to waive off, rejected and reason is less limit spending per annual. This bank won't recommend to friends and relatives.
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