- 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 |
Local Cheque Deposit
Local Cheques deposited will be given value after 10.30pm on the next working day, provided the local cheque is deposited before the daily cut-off time and subject to clearance of float.
House Cheque Deposit
House Cheques deposited will be given value after 8am on the next working day, provided the house cheque is deposited before the daily cut-off time and subject to clearance of float.
Note:
During public holidays in Kuala Lumpur or the respective states where the cheque is deposited, the abovementioned times may be extended.
Customers are encouraged to use our electronic banking facilities via HLB Connect.
