DBS deactivates ATM cards, angers customers

UPDATE (8:30pm, 21 Feb to correct typo in second paragraph that was not in original message from DBS)

Many DBS customers are riled after the bank deactivated their ATM and debit cards without prior notice, leaving many shocked and stranded without cash.

Affected customers Yahoo! Singapore interviewed said that they received an SMS informing them of the deactivation of their card, which read: "We are mailing a new ATM card to you. For added security, your card ending XXXX is deactivated. For urgent replacement, pls visit any DBS/POSB branch."

Some said the sudden deactivation was a big inconvenience as they were stuck without means of obtaining cash for a while.

Said a DBS customer Seah Wei Jie, "I was frustrated, because I could not get money asap on the stop unless we went to a DBS bank branch."

The 28-year-old added that although customers were informed that they could withdraw cash from any DBS or POSB branch, they could only do that during operating hours during the weekdays.

"But if it happens on weekends, you can't get any money because all the banks are closed. We go to ATMs because we need money urgently, to take cab and all," said the retail supervisor.

Similarly, another customer, student Chelsea Chang's DBS ATM and debit cards were both deactivated on Monday. Said the 22-year-old, "How can they suspend people's cards without notice? And the SMS told us to go to a nearest bank if it's urgent. Do they think we're so free to go to the bank?"

"Luckily I have other credit cards, so I'm not really affected. But those people who need cash will be irritated," she added.

The issue comes on the back of a recent high-profile DBS ATM skimming fraud in January that compromised 700 cards and the compensation amounted to S$1 million.

When contacted by Yahoo! Singapore, DBS said: "We are sorry for the inconvenience caused. DBS recently introduced a host of additional security measures, including real-time SMS alerts to guard against unauthorised ATM withdrawals and give customers added peace of mind. We have also begun issuing new ATM/Debit cards in batches. Going forward, we will review and improve our card replacement process."

DBS added that customers can visit the nearest DBS/POSB branch or call them for an urgent card replacement.