After selecting Promptpay, he was brought to a screen where he could select the bank account he would like the transfer to debit the amount from, key in a Thailand mobile number to receive the fund and the amount to send in Singapore dollar.
But when he clicked to select the bank account to deduct the fund from, it just went to a black screen and the app hanged.
He was unable to select the account to deduct the fund.
He called the bank's hotline and his case was escalated to the technical team.
Someone called him back and asked him to send a screenshot of the black screen to him.
He told the staff, "It is just a black screen. Totally nothing and no error message."
The staff said no problem and asked him to send the screenshot over via reply to email the staff sent.
He complied.
The next day, the man has to make a transfer urgently and decided to use the default bank account without selecting another different account to deduct the fund from.
The transfer was effected but the fund was not received by recipient.
He wrote back to the same email address to feedback on this as he wanted to make sure that no fund was deducted from his account before he try sending another transfer to the same recipient.
He received a call from the same staff.
The staff checked and said there was no transaction pending in their system.
He asked the staff if the problem he feedback has been resolved.
He then asked if the staff has two bank account with the bank.
The staff told him he has but he couldn't use Promptpay as he did not have a Thailand mobile number to send to.
He told the staff that he did not need a Thailand mobile to simulate it. The problem is that he cannot select the bank account to debit the fund from.
He then guided the staff to click on the Promptpay option and the click select bank account.
That's when the staff finally understood what was the problem.