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

For enquiries connect with us online or drop by your nearest Hong Leong Bank Branch.