BPI Call Center undermanned or plain lazy?
November 4, 2008
Almost a week after I posted my BPI Trade password problem, I still have not solved it because it looks like no one’s around at the BPI Call Center.
On October 9, I made a gazillion calls to BPI’s customer support number 89-100 or 891-0000 but the only response I got was “All circuits are busy now. Please try again later.”
I did try several days later but I kept getting the same message.
Yesterday, November 3, I managed to get connected but — surprise! — the call center representative I talked to told me to call again because “there are no available agents in charge of Password Reset.”
That’s when I had it. I asked how many agents are assigned to do Password Reset. She told me there are a lot. If you have a lot, I said, then how come my problem a week ago is still not solved?
She apologized, then asked for my phone number so they can call me “the moment an agent who does Password Reset becomes available.”
Today — 24 hours later — no one from BPI Call Center has called me yet. Apparently, no agent has become available until now.
BPI’s customer phone support is obviously and terribly undermanned. Either that or they’re just lazy. You choose.
November 22nd, 2008 at %I:%M %p
I must say maybe undermanned. But hey, there are more important things to do than to rant right? Always give a benefit of the doubt. It does not sound right to pass judgement when you don’t really know what’s going on…
May 10th, 2009 at %I:%M %p
This is to complain about your call center agent “Bianca Santos” who attended our concern regarding my atm card that was captured in Alabang Madrigal Branch.That time May 9 2009 around late 10 pm -11 we were transferring our payroll. We used 2 cards. The other card used at station 4 atm of Alabang Madrigal was captured due to wrong pin encoded by my daughter.At around pass 11pm I was reporting the captured card and I can not remember the exact number the agent who claimed she was “Bianca Santos” immediately deactivated my 2 cards. Instead of helping and suggesting what to do eg. Transfer the fund thru phone to my uncaptured card she cancelled both of my atm without confirming with me which we were using for payroll. Our operation was interrupted. During that time we were transferring salaries to our employees who were affected in the Southern Luzon and Bicol Region I asked for her supervisor and it took half and hour before she gave the phone to ” Neil ” they did nothing I suggested if we could transfer funds from my daughter’s atm. We are so disappointed with your call center agents and supervisors. Their service is really poor.! !!! I even doubt the name she gave. Please verify the name and do action by retraining your agents they are very incompetent. They just answer phones and get off to it as fast as they could without even listening and analyzing the concern. Your agents are just satisfied that they receive high pay. The cause of this is unacceptable because it delays fund needed by our employees to do work while Ms. Bianca Santos just answers the phone and receive her pay. I reccommend for her termination and please investigate if they were really the persons as they claim to be “Neil” supervisor,thank you a feedback is really appreciated.