Problems with BPI – Bank of the Philippine Islands
October 15, 2007
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.
January 20th, 2009 at %I:%M %p
Were the issues above resolved? I have several issues with BPI and until now they have not been resolved:
1. BPI charged me for fraudulent purchases on my card.
2. They refused to cancel my credit card due to outstanding balance, which are the fraudulent charges and the penalties that I refused to pay.
3. When I did pay all balance (including the fraudulent charge), they stilll refused to cancel my card.
4. They referred me to two contacts in the credit card department regarding my fraud case — both contacts were already resigned from the company (1 was 3 years resigned, the other was 1 year resigned) — THIS IS JUST TOO MUCH!
5. They promised callback, never did, then I’ll just receive a text message or email that they are closing my case due to non-response to their calls (DUH!)
6. They now refused to cancel a scheduled payment I made to World Vision unless World Vision approves! They don’t understand that this is a donation, and I initiated the payment — it’s not liek I owe World Vision anything.
I have an ongoing fraud case with BPI but I have already decided to pull out all my money from the bank.
I am also trying to research for any top executives from the bank that can help me with my case. Otherwise, I’ll resort to media to help me.
This is purely BAD CUSTOMER SERVICE.
April 12th, 2009 at %I:%M %p
Have any more of these cases been taken care of? I have been fighting to get US$1k from them for 5 months we know they have the money but they tell my wife their is no record of the wire transfer. I’m not from the Philippines and really would like to know who to contact about filing charges. Does anyone know?
How many others are having these problem? Is their a way to do a class action suit in the PH if their are enough complaints? I plan to call the US FBI Monday to see if anything can be done from this end since it was sent from here but I really don’t know what to do. I doubt they can do anything directly but wonder if they might stop transfers from the US to them if their are enough complaints.
Anyone else with these issues let me know maybe it takes a group effort to get something done.
June 10th, 2009 at %I:%M %p
Twice now, I have tried to withdraw money from an ATM using my BPI Express Card without getting any amount and being debited on top of that. In the more recent fiasco, I tried to withdraw 6,000 when my account balance was 8,310. Again, no money dispensed and upon checking my balance the machine displayed only 227.00 remaining (Total amount debited=P8,083 if you do the math). Over the next cuple of days, I talked to several phone bankers (Archie, Aaron, Shane, Joquin, and Bernadette) who GUARANTEED the money was already credited but when I checked at an ATM or used my CP to inquire about the balance, it was still just 227. When I managed to talk to their supervisor, a certain Donna T., I was told that I would have to wait 3 MORE banking days to be credited only 6,000. Tell me, BPI phone banker…why are you crediting the amount I tried to withdraw instead of the amount which was actually debited (not to mention undispensed?) If I tried to withdraw 100 would you only credit 100 instead of the 6,000 which was actually debited?
I was also told that sometimes the machineS do not display the correct available balance. But when I asked if BPI is happy to tell people they can never be entirely certain of the information displayed on BPI’s ATMs, Donna T. backtracked and said they would have someone check that particular machine. Too late, hija…You said it. This was all recorded…I wonder if anyone actually listens to these recordings though. It doesn’t seem like they learn anything constructive from them.
Why does BPI ask you to keep ATM receipts when filing a complaint and then discount the information clearly displayed on that receipt?
Please help spread the word about BPI express cash. It has NOTHING to do with convenience.