- DCS Card Centre sparked confusion by changing repayment terms without proper notice.
- Customers complained of unfair late fees and poor customer service.
- The issues come as DCS pursues an ambitious fintech transformation.
Confusion over new repayment terms
Singapore-based fintech firm DCS Card Centre sparked confusion and frustration among its cardholders after implementing changes to repayment schedules and annual fees last October.
The revisions moved payment due dates up and shortened repayment periods to 21 days.
Many customers claimed they were not properly notified of the changes beforehand and were unfairly charged late fees.
Despite numerous emails and calls to DCS, they say requests for fee waivers went unanswered. DCS stated that it had communicated the changes through various channels over the preceding months.
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Customer service woes for DCS cardholders
The lack of customer service support compounded issues. Reviews revealed unresponsiveness to cancellation and waiver requests, which DCS acknowledged resulted from over 20% monthly growth in cardholders since mid-2023, straining resources.
DCS says it now monitors response times, has added more agents, and has enhanced self-service options.
The complaints come months after DCS announced ambitions to transform into a fuller fintech provider, not just a card issuer. While making big hires and product plans, insufficient customer service risks reputational damage during this crucial growth phase.
To read the original article in its entirety: https://www.techinasia.com/dcs-card-center-customers-lash-fee-spark-confusion
