Comments on: BPI Call Center undermanned or plain lazy?

By: James | PinoyMoneyTalk.com

James | PinoyMoneyTalk.com — Sat, 29 Aug 2009 07:34:50 +0000

@josh, that’s not enough excuse. Customers should not be made to understand that the company is understaffed and should be patient. Do that and the clients will run to the company’s competitor. Customer satisfaction must be a primary concern of all companies. If there are valid complaints, the company must apologize and address them, not tell clients to be patient and to understand the company.

@Dennis, that I too don’t like with my BPI online account. They said it’s for our own protection but as you correctly pointed out, we end up with several passwords we use only for BPI so in case we forgot them, we’ll have to call the BPI hotline again. Better if they’ll disallow only the previous password used not all of the passwords we used in the past.

By: Pinoy-kikita-ka-dito

Pinoy-kikita-ka-dito — Wed, 26 Aug 2009 20:18:05 +0000

the Woman you are talking to is such a liar.lols.

By: Dennis

Dennis — Wed, 26 Aug 2009 14:24:53 +0000

i hate the fact that they force you to change your password every time (or your account will be deactivated). and you can’t use the same password you’ve already used before. so you have to remember an all new password different from the 5 ones you already used in the past. and you have to use letters & numbers but wait…you have to remember it without writing it on a piece of paper. and when you forget it, they will not answer your call…and it will take years for you to reset it!

i recommend firstmetrosec.com.ph!

By: josh

josh — Sat, 01 Aug 2009 07:01:37 +0000

Im sorry..What I mean on my previous post is that, we should not really become impatient..

By: josh

josh — Sat, 01 Aug 2009 06:55:16 +0000

Well, Come to think of this. These customer service representatives of bpi are not the one processing our requests. They forward our request to the concerned departments that’s why sometimes it takes several days for our requests or complaints to be processed. The hardest thing on their part is that what they are dealing with are monetary transactions. Sometimes we need to become more patient. Bpi has thousands of clients that are calling 89100 each day and let’s say there are about 300 customer service representatives. So on our part, we should not really be patient. They are more than willing to help us if we will show our support and understanding.

By: Rizzy

Rizzy — Sat, 01 Aug 2009 06:25:38 +0000

They are not undermanned. They lack workstations for their phonebankers.

By: MCCG

MCCG — Sat, 09 May 2009 21:21:59 +0000

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.

By: Karlo

Karlo — Sat, 22 Nov 2008 13:26:09 +0000

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…

By: James | PinoyMoneyTalk.com

James | PinoyMoneyTalk.com — Mon, 10 Nov 2008 07:43:38 +0000

Good for you, Aspiring Entrepreneur. Until now, two weeks after my password problem, I still have not logged in to my account. Good thing, I don’t have any stocks right now and I’m not planning to trade again otherwise I might have lost a lot because I can’t trade because I can’t log in to my account. I tried calling them again today and I still get that “All circuits are busy now” message. Well, what’s new.

By: Aspiring Entrepreneur

Aspiring Entrepreneur — Sun, 09 Nov 2008 03:29:00 +0000

I don’t know to your case but for me BPI’s service is ok. I had my BPI Express Online password reset before thru their 89-100 hotline service but everything went smoothly. I also emailed BPI Trade before regarding a query and they responded 1 day after. Maybe is it just a coincidence in my case?

By: Mindanaoan

Mindanaoan — Fri, 07 Nov 2008 07:26:32 +0000

I have experienced the same thing several times before. I sent them emails but got responses after 3-5 days. By the time they called me up, I already forgot what I wanted to ask!

By: leela

leela — Wed, 05 Nov 2008 23:35:02 +0000

for some strange reason, when BPI redesigned its website a few months back, bumagal yung email responses nila. before i would email them and would receive a reply within 24 hours. ngayon, ang tagal!!!

By: JC

JC — Wed, 05 Nov 2008 11:09:19 +0000

BPI says “All circuits are busy now. Please try again later.” – at least they are honest…

BDO, on the other hand, has this looping song “At Banco de oro we find ways…”… very promising the first time you hear it, but if you hear it for 15 minutes or more, it’s annoying, sounds as if they are still looking for the “way” hehehehe

By: Jay

Jay — Wed, 05 Nov 2008 05:03:52 +0000

Their lousy service also applies to e-mail communication. I wrote an e-mail in reply to an e-mail from them asking me to inform them if I wanted my online access activated, which I did. It’s been almost a month now and still no replies.

By: Yhadz

Yhadz — Wed, 05 Nov 2008 00:42:10 +0000

That is so true. I had the same experience when I had a BPI password problem. I had to make the same call to their hotline, I was actually in front of a BPI representative inside a BPI branch and it still took them forever to answer. BPI reps must be immune to the amazingly slow service, the rep in front of me just shrugged her shoulders. By the way, the password problem has not yet been resolved. Richbast may be right about going with bigger banks

But in fairness with real clerks at BPI, they do have this customer service promo going where they give you a small tag that says “Did I serve you well today?” or something to that effect and you have can place it in a box that says yes or no as you leave