- General FAQ >
- Service Turnaround Time
Service Turnaround Time
Reply to Direct Debit Queries Turnaround Time |
Hong Leong Bank Call Centre to Customer |
Customer’s Bank to Customer |
Service Provider’s Bank to Service Provider |
|---|---|---|---|
Within 3 hours on the same day |
- |
Provide info (for queries received by 3.00 pm) |
Provide DDA/DDI info (for info received by 3.00 pm) |
By 12 noon on the next Business Day |
- |
Provide info (for queries received after 3.00 pm) |
Provide DDA/DDI info (for info received after 3.00 pm) |
Within 1 Business Day |
Bank to Acknowledge Customers’ Queries |
- |
Update on fund not credited (for queries received by 3.00 pm) |
Within Next Business Day |
- |
- |
Update on fund not credited (for queries received after 3.00 pm) |
Within Next 3 Business Days |
Straightforward Queries |
- |
- |
Within Next 7 Business Days |
Complicated Queries |
- |
- |
Within Next 14 Business Days |
Unresolved Complicated Queries |
- |
- |
Remarks:
DDA – Direct Debit Authorizations
DDI – Direct Debit Instructions
Service Provider – E.g. Insurance agency
| Type of Queries |
Turnaround Time for HLB to Respond to Customers |
|---|---|
| Queries on crediting status | Next Business day by 6:00PM |
| Other Queries | |
| Not require further clarification from other banks |
Within three (3) Business days |
| Requires further clarification from other banks |
Within seven (7) Business days |
