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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.

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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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