A list of categories and subcategories of all DMBs related complaints.
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Conversion of Cheque/Deposit | D001 | 90 | |
| 2 | Scam Mails | D002 | 5 | |
| 3 | Fraudulent Withdrawals | D003 | 21 | |
| 4 | Internet Banking Fraud | D004 | 5 | |
| 5 | ATM Fraud (Domestic) | D005 | 5 | |
| 6 | ATM Fraud (International) | D006 | 90 | |
| 7 | Others | D999 | 5 | |
| 8 | Cheque Cloning | D008 | 90 | |
| 9 | Cash/Cheque Suppression | D007 | 90 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Excess Fees and charges | E001 | 45 | |
| 2 | Excess Interest on loan | E002 | 45 | |
| 3 | Others | E999 | 21 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Intrabank Transfer Failure | F007 | 2 | |
| 2 | WUMT Transfers | F001 | 8 | |
| 3 | MONEYGRAM Transfers | F002 | 8 | |
| 4 | Funds transfer charges | F003 | 8 | |
| 5 | Delayed / Inward Transfers | F004 | 8 | |
| 6 | Wrong Customer / Beneficiary details | F005 | 8 | |
| 7 | Delayed TELEX/Swift Request | F006 | 8 | |
| 8 | Others | F999 | 2 | |
| 9 | Wrong Account Credit | F008 | 2 | |
| 10 | Wrong Account Debits | F009 | 2 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Non Payment of Gratuities | G001 | 30 | |
| 2 | Referral letters | G002 | 90 | |
| 3 | Staff Disengagement | G003 | 90 | |
| 4 | Others | G999 | 30 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Dishonoured Guarantees | H001 | 5 | |
| 2 | APG Issues | H002 | 5 | |
| 3 | Performance Bonds | H003 | 5 | |
| 4 | Other Contingent Issues/Indemnities | H999 | 3 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Non /Underpayment of interests on investments | I001 | 8 | |
| 2 | Roll over issues | I002 | 8 | |
| 3 | Non-booking of deposits | I003 | 8 | |
| 4 | Non issuance of contract letters | I004 | 8 | |
| 5 | Others | I999 | 3 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | non-functional ATM | J001 | 5 | |
| 2 | Non-functional POS | J002 | 5 | |
| 3 | POS Receipt/Slip Issues | J003 | 5 | |
| 4 | Trapped Card | J004 | 5 | |
| 5 | ATM Cash Dispense Error claim - OWN BANK | J005 | 5 | |
| 6 | ATM Cash Dispense Error claim (Other Banks) | J006 | 5 | |
| 7 | Mobile Banking Issues | J007 | 5 | |
| 8 | Charges on non-receipt of transaction alerts | J008 | 5 | |
| 9 | Password Reset Issues | J009 | 5 | |
| 10 | Account Unlock | J010 | 5 | |
| 11 | Login Issues (Password/User ID Issues) | J011 | 5 | |
| 12 | Online Transaction Limit | J012 | 5 | |
| 13 | OTP generation Issues. | J013 | 5 | |
| 14 | Registration issues | J014 | 5 | |
| 15 | Failed transaction(WEB / POS) | J015 | 5 | |
| 16 | Other POS issues | J016 | 5 | |
| 17 | Internet Banking Account View Inability | J017 | 5 | |
| 18 | Internet Banking Account(s) Link Request | J018 | 5 | |
| 19 | Internet Banking Funds Transfer Failure | J019 | 5 | |
| 20 | Others | J999 | 3 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Capital Importation Issues | K001 | 3 | |
| 2 | Export Issues | K002 | 3 | |
| 3 | Form A | K003 | 3 | |
| 4 | Form M | K004 | 3 | |
| 5 | Delays in confirmation of duty payment to port | K005 | 3 | |
| 6 | Letter Of Credit | K006 | 3 | |
| 7 | Shipping Documents | K007 | 3 | |
| 8 | Bills for collection | K008 | 3 | |
| 9 | CRI Issues | K009 | 3 | |
| 10 | International Banking Fraud (Not on us) | K010 | 90 | |
| 11 | International Banking Fraud (on us) | K011 | 75 | |
| 12 | Others | K999 | 3 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Miscellaneous | Z | 3 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Account Closure without notice | A001 | 3 | |
| 2 | Account Details Maintenance | A002 | 3 | |
| 3 | Account Statement Issues | A003 | 3 | |
| 4 | Account Status | A004 | 3 | |
| 5 | Cheque Issues | A005 | 3 | |
| 6 | Corporate Search | A006 | 3 | |
| 7 | Delay in honouring Standing Instruction request. | A007 | 3 | |
| 8 | Non-reflection of Cash/Cheque Deposits in Customer Account | A008 | 3 | |
| 9 | Account Closure Delays | A009 | 3 | |
| 10 | Account Freeze Complaint | A010 | 3 | |
| 11 | Account Reactivation Delays | A011 | 3 | |
| 12 | Account to Account Transfer Delays ( Same bank) | A012 | 3 | |
| 13 | Cheque Confirmation Complaints | A013 | 3 | |
| 14 | Cheque Return Complaint | A014 | 3 | |
| 15 | Account Alert Issues (SMS and e-mails) | A015 | 3 | |
| 16 | Wrong Account Lien | A016 | 3 | |
| 17 | Cheque Return Request | A017 | 3 | |
| 18 | Bills Payment and collection | A018 | 3 | |
| 19 | Others | A999 | 3 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Card Activation | B001 | 5 | |
| 2 | Card Deactivation | B002 | 5 | |
| 3 | Card Issuance | B003 | 5 | |
| 4 | Card Functionality | B004 | 5 | |
| 5 | Charges/Rates Issues | B005 | 5 | |
| 6 | Chargebacks / Claim local (not on us) | B006 | 8 | |
| 7 | Chargebacks / Claim local (on us) | B007 | 5 | |
| 8 | Chargebacks / Claim international (not on us) | B008 | 90 | |
| 9 | Chargebacks / Claim international (on us) | B009 | 75 | |
| 10 | Credit card contract migration | B010 | 5 | |
| 11 | Card PIN Issues | B011 | 5 | |
| 12 | Limit Maintenance | B012 | 5 | |
| 13 | Repayment Issues | B013 | 5 | |
| 14 | Card Statements Issues | B014 | 5 | |
| 15 | Missing card | B015 | 5 | |
| 16 | Card Modifications | B016 | 5 | |
| 17 | Card Account(s) Link complaints | B017 | 5 | |
| 18 | Billing address Issues | B018 | 5 | |
| 19 | Card Blockage Issues | B019 | 5 | |
| 20 | Declined Transactions | B020 | 5 | |
| 21 | Others | B999 | 5 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Loan Application Issues | C001 | 21 | |
| 2 | Loan Repayment Issues | C002 | 21 | |
| 3 | Loan Insurance | C003 | 21 | |
| 4 | Concessions Issues | C004 | 21 | |
| 5 | Delayed delivery of financed assets | C005 | 21 | |
| 6 | Loan Liquidation issues | C006 | 21 | |
| 7 | Loan Restructuring issues | C007 | 21 | |
| 8 | Loans Interest Rate Review Complaint | C008 | 21 | |
| 9 | Others | C999 | 21 |
| # | Sub-category | CCMS Code | 1st Review (working days) | 2nd Review (working days) |
|---|---|---|---|---|
| 1 | Forgotten Password | L001 | 1 | |
| 2 | Onboarding issues | L002 | 1 | |
| 3 | Erroneous transactions | L003 | 3 | |
| 4 | Failed transactions | L004 | 2 | |
| 5 | Fraud | L005 | 3 | |
| 6 | Theft/loss of device - Account restriction | L006 | 1 | |
| 7 | Request for account statement | L007 | 1 | |
| 8 | Account Unlock | L008 | 1 | |
| 9 | Wallet recovery | L009 | 1 |
A list of frequently asked questions and answers from DMBs related complaints.