Problems with BPI – Bank of the Philippine Islands

October 15, 2007

Stocks, Mutual Funds, Forex, Finance Philippines

Make Money Online, Stocks, Mutual Funds, Philippines

Dear Bank of the Philippine Islands (BPI),

Here are two of your clients with two separate concerns.

One tried to withdraw cash in your ATM, got nothing because the machine did not dispense any but is still waiting, after two long weeks, for the amount to be credited back to the account.

The other allegedly got victimized by one of your very own bank managers. The client was expecting a remittance from another country, was told there were delays because of numerous problems, but discovered that the branch manager himself apparently took the money. Now, after four long months, the money has not yet been returned.

Pray, tell, BPI, why does it take you a long time to act on the following complaints?

Case #1: The ATM machine that did not dispense cash

Around two weeks ago, PinoyMoneyTalk.com Forum member restless apparently tried to withdraw P20,000 (US$440) in a BPI ATM but received no cash. The card was ejected but the machine did not dispense any bills. Although the transaction receipt clearly confirmed, “No bills dispensed,” the account was debited P20,000.

restless contacted BPI’s Support Hotline and the agent on the other line filed a report. A week later, to his surprise and disappointment, he was told the case had been investigated but the transaction cannot be found. He decided to visit a BPI branch, armed with supporting documents, to file another report. As of this writing, however, no positive response has been received.

Read more about this case in the “BPI ATM did not dispense cash; money still not returned” discussion thread.

Case #2: The bank manager who allegedly stole a client’s remittance

A post from another forum which we reposted in the “Remittance money allegedly stolen by BPI branch manager” thread tells the story of a remittance recipient who has not received the money despite waiting for four months.

The client was expecting a P300,000 (US$6,600) remittance from his mother in Italy. For several weeks, the branch office manager told him the money has not yet arrived supposedly due to various reasons. Annoyed by the two months delay, he decided to file a report in BPI’s Customer Hotline. The ensuing investigation allegedly discovered that the bank manager himself took the money. As a result, the manager was not fired but merely suspended for one month without pay.

However, after two more months, the client has still not seen his money.

Tell us, BPI, is this really the brand of service the third largest bank in the Philippines offers? Why should your clients suffer for problems that were not of their own doing? Why should they wait weeks or months before you solve their complaints?

Your clients want to know, BPI. Don’t ask why.

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Written by James | PinoyMoneyTalk.com · Filed Under Banking and Insurance

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Online service means, FAST and that’s what I expected from BPI to do. I applied for a savings account online Nov. 5, 2012. After I hit send, an auto reply came and instructed me to reply to them after 10-15 days. So I did. I replied to them Nov. 15, 2012. After that I received a reply from them asking about some information, so I sent them the same information I provided when I enrolled. A few days after, I received an email again, they’re asking me how I will use my atm, So I sent them a reply again. And now, it’s been 21 days since I applied but seems like it will take forever for them to process it. I went to another bank this morning and asked about their online card and they told me to apply online since it’s so much faster. They said I will be able to receive the atm card tomorrow and use it. I’ve had an account with this bank before and I know they provide fast and superb service. I SHOULDN’T HAVE WASTED MY TIME ENROLLING ONLINE FOR BPI’s CRAPPY SERVICE. I should have gone straight away to the bank I went to this morning. I’m a mother and I receive my salary online, so I need a way to receive my money. If I will wait for BPI’s LOUSY ONLINE SERVICE, my child would’ve starved to death. BPI REALLY SUCKS..!!
SMartinez

To Whom It May Concern:

I wrote this letter because I can
not bear my wife being slighted by one of your employees under the name of
certain MS. TRIXIE LIM and whose salary
is also being paid from the deposits of your so called “NON- PREFERRED”
clients.

This unfortunate incident
happened last December 17, 2012 at your BPI Mayamot Branch near Cherry
Foodarama Antipolo under the management of your certain Ms. Marivic A. Abrian.

I and my wife went there to
transfer some funds from her savings to her current account to pay the tuition
fees of our children who are studying in San Benildo Integrated School in
Antipolo City. We arrived early so she has to line up outside for her slot
number once she entered the bank. When the branch opened, she got her slot
number and seated herself to wait for her turn. At first, there were two
tellers entertaining clients. However, as time passes, only one was left in
your so called “PREFERRED” lane. To my wife’s delight, the slot numbers of
non-preferred clients including her who were patiently waiting for their turn
continued to be called even if there is only one teller in your so called
“PREFERRED” lane at that early?

When her slot number was about to
be called, one of your “PREFERRED” clients suddenly appeared and instead of her
slot being flashed, your teller in your “PREFFERED” lane entertained
immediately the new arrival. At first, my wife understood that she has to wait
a little longer because the new comer must be a “PREFERRED CLIENT” and she is
not… and she is also lined-up in a “PREFERRED” lane hoping to be entertained by
a “PREFERRED” client teller. At long last, my wife’s number was flashed and she
stood and walked towards the teller. However, another of your “PREFERRED”
clients appeared and instead of my wife being entertained, the teller immediate
acted on the new arrival. This time, my wife can no longer bear what is happening
and complained to the teller. Instead of being properly answered, the teller
arrogantly asked if my wife is a “PREFERRED CLIENT” (In her exact words- “PREFERRED
CLIENT HO BA KAYO? …) and continued with the new comer. And worst, she even instructed
another new comer whom we thought is another one of your so called “PREFERRED
CLIENT” to line up in front of my wife.

I should have let this incident
passed knowing that it is actually happening everyday but I cannot bear seeing
my wife go into tears every time she recalls it and feels sorry for herself not
having enough money to be shown “RESPECT”.

For now, I just want you to let
her know that what she did is not befitting of her position and the high
standards of your prestigious company.
Ella Pasion

Bpi family called me and told me that we have to pay 52k for thier clerk’s negligence. Last june 2012 we preterm the time dep of my parents because my dad have to undergo heart bypass. The bpi emplyee gave us a computation with about 41k to be deducted to the principal due to penalty and other charges. Almost 7mos after, today we were informed that the employee gave us wrong computation for the penalty and we have to pay almost 52k. I told them we are willing to settle it as long as the employeee that caused this should share in paying the said amount. I dont want to be harrased but i know its not fair if i pay the amount all by myself. Please help. Thanks
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Alex

The guard and management of BPI Heart Center are rude and inconsiderate of its clients. I parked my car to withdraw in the ATM at around 5:30pm today (March 21, 2013). I tried to withdraw in the ATM and seeing that there is a long line, I told the guard that I’ll just buy food from a nearby stall for my 3 children who were with me. The guard and manager told me to leave and park somewhere else. Wow! great customer service. No wonder you are no longer number 1.