Last September 2023, my TTB account was suspended, and I couldn’t use the TTB Touch app. I went to the branch at my university to find out why, and they told me I needed to update my information because I had renewed my passport. I submitted my new passport, and they said it would take about a week to process. But since I was about to leave for Japan for a year to study, they suggested I submit the documents again next year (2024).
On September 26 of this year, I went back to the branch to submit my documents. They told me again that it would take about a week to process. After a week passed with no updates, I went back to check, but the staff said they were still waiting for information from the Head Office. When I asked when the process would be finished, they said they didn’t know. I went again the next week to ask for an update, but I got the same answer – they didn’t know and just told me to come back the following week.
I also called 1428 for help, but they said they couldn’t access my account details and told me to follow up with the branch. This is really frustrating because I need to access my account to pay bills and my university fees, and my scholarship is also paid into that account. When I went back on Monday, I was told again they didn’t know what was happening. One staff member said I could withdraw money from the teller, but when I filled out the forms, the teller said my information was blocked, so I couldn’t withdraw any money. I don’t understand how there can be such a mix-up between the staff.
I called 1428 again, and after the customer service representative talked to the branch, they promised I’d get an update within the week. But again, no one has contacted me. Today, I called 1428 again, and this time, the representative couldn’t even find my passport number in their system, meaning the update process hasn’t even started after two weeks. Once again, they told me they don’t have access and advised me to go back to the branch.
This is really unprofessional. I wouldn’t mind waiting if they could just give me a clear answer or even an estimated time for when the update will be done. But instead, I keep getting told "we don’t know." What should I do now? Should I just keep waiting without any idea of how long it will take? I really need access to my account since my living allowance is deposited there. Should I go directly to the Head Office to ask about my account? And if I decide to close the account, will I be able to withdraw all of my money? I’d appreciate any advice you have.
How long does it take to update passport number on saving account?
On September 26 of this year, I went back to the branch to submit my documents. They told me again that it would take about a week to process. After a week passed with no updates, I went back to check, but the staff said they were still waiting for information from the Head Office. When I asked when the process would be finished, they said they didn’t know. I went again the next week to ask for an update, but I got the same answer – they didn’t know and just told me to come back the following week.
I also called 1428 for help, but they said they couldn’t access my account details and told me to follow up with the branch. This is really frustrating because I need to access my account to pay bills and my university fees, and my scholarship is also paid into that account. When I went back on Monday, I was told again they didn’t know what was happening. One staff member said I could withdraw money from the teller, but when I filled out the forms, the teller said my information was blocked, so I couldn’t withdraw any money. I don’t understand how there can be such a mix-up between the staff.
I called 1428 again, and after the customer service representative talked to the branch, they promised I’d get an update within the week. But again, no one has contacted me. Today, I called 1428 again, and this time, the representative couldn’t even find my passport number in their system, meaning the update process hasn’t even started after two weeks. Once again, they told me they don’t have access and advised me to go back to the branch.
This is really unprofessional. I wouldn’t mind waiting if they could just give me a clear answer or even an estimated time for when the update will be done. But instead, I keep getting told "we don’t know." What should I do now? Should I just keep waiting without any idea of how long it will take? I really need access to my account since my living allowance is deposited there. Should I go directly to the Head Office to ask about my account? And if I decide to close the account, will I be able to withdraw all of my money? I’d appreciate any advice you have.