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* A complaint shall be annulled if miss to provide Name, Address and Phone Number/E-mail properly.

Remark:

• A customer must file a complaint within 60 (sixty) days after the customer aware of the problem on which the complaint is base on. The complaint may be lodged in writing and/or verbally.
•  A verbal complaint may take up to 2 working days to finalize. If the issue has not been resolved yet, please lodge in formal writing or via E-mail.
•  A writing complaint may take up to 30 working days to finalize after the date of receiving the complaint sheet. In case the issue has not been resolved yet, we will notify you that require the same period of time to resolve. A customer also has the right to withdraw the complaint at any stage by informing to our Bank.
• We will inform you in writing about the result of resolution.
• Your information is kept in confidentiality.