28 September 2025
“It’s MY MONEY! If you don't let me withdraw everything, I’ll close all my DBS accounts!”
The outburst, last Christmas Eve, cut through the festive buzz of DBS’ Century Square branch. I was 38 weeks pregnant, working alongside my colleagues through the busy holiday rush before going on maternity leave.
That afternoon, an elderly customer stood before me, insisting on withdrawing her entire bank balance – SGD 190,000.
“It’s for personal use!” she said, eyes quickly darting down to her phone. “And for an investment recommended by my daughter!” she snapped, when I asked for more details.
It was a red flag. Most customers don’t empty out their accounts in one go. From her body language, I couldn’t shake the feeling that someone was coaching her over the phone.
I pressed on, asking for verification documents, investment product details, and even offered to call her family to check. She refused them all. Still uneasy, I escalated her case to our DBS anti-scam team, who confirmed my suspicions that she was very likely a victim of a scam. When I told her, she became defensive and agitated, threatening to close all her accounts.
Meanwhile, we placed an alert on her profile to make sure no other branch would release the funds. The police were informed, and they confirmed later that same day that she was the victim of a scam.
She was told by the scammer that she was “under investigation” and had to hand over her savings. The scammer even coached her on what to say – to tell bank staff it was for “investment and personal purposes” and insisted on staying on the phone to “monitor” her visit. A few days after Christmas, she returned to the branch. This time with chocolates she brought for the team to thank us. Looking back, I’m grateful I was there that day.
Some people asked me why I kept working so close to giving birth, but for me, it mattered to keep doing what I love: serving the community. My job isn’t just about transactions. It’s about protecting people, especially those who are most vulnerable.
Ten years ago, I never imagined I’d be doing this. Back then, I was an airline stewardess, thinking of switching careers, but unsure if I could start over. DBS gave me the training, the trust and the chance to build a new path. My daughter was born two weeks after the incident. One day, I hope that the life I lead – standing up for others and making a difference in my own way – will inspire her to do the same.”
- Fionice Teoh, Assistant Service Manager, DBS Century Square
World's Best Bank 2025, 2018 - 2022
Euromoney, Global Finance, The Banker
Asia’s Safest Bank, 2009 – 2025
Global Finance
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