Problems with BPI – Bank of the Philippine Islands

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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, 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.

  • lydia reyes

    The bank reputation is also affected by how transparent it
    is with its clients. If the bank fails to disclose in print form just one basic
    requirement for a successful transaction, such information omission may be the
    basis of case dismissal.

    Interest rates for depositors has been set to near nothing.
    So this bank with its cheap cost of money, can re-lend to its subsidiaries and
    affiliates to invest in projects such as real estate, utilities and
    infrastructures wherein you pay as a helpless consumer.

    The LOVE and Greed for Money is the root of all evil.

  • Shirley Bianzon- Datuin

    i tried to withdraw P20,000 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 that the money was dispensed, but the account was debited P20,000.
    restless contacted BPI sarmiento branch in Novaliches and Support Hotline and tiled a report. A week later, to my surprise and disappointment, i was told the case had been investigated that the transaction is SUCCESSFUL.I decided to visit a BPI branch, my complain to file. As of this writing, however, no positive response has been received.

  • steven steer

    I was a visitor to Manila from the uk and during June/ July 2013 I had my credit card cloned whilst using the BPI ATM at malate. I have tried to take legal action here in the uk against my bank for letting the transactions take place but they are calling me a liar so I returned to Manila in December 2013 hoping BPI there would help me, I went to the malate branch but on the first 2 occasions no-one was available to help me but when I finally got someone to look into my case I was told BPI would look into it as long as I didn’t take action against them. I filed a complaints form ( which was never submitted but I’ve still got a duplicate copy). I was told to go back to the branch the following week which I did but as it only left me with 2 days before I was flying back here to the uk nothing was sorted. I’ve emailed BPI many times since I arrived home and they responded but they will not let me know if any other complaints were made during June/July about the mentioned ATM. Because the amount of money that was taken from my account was a very large sum I am returning again to Manila in June where I am going to file a complaint to the police at Manila City hall and I am going to let the media know. I have all the chargeback sheets from BPI which shows my card was used at usually just before midnight or just after but as well as my card showing there are 4 other cards that appear on the same dates as mine and either within a few minutes of mine. BPI along with most banks are DISHONEST and I intend to take my case to the very top..


    I applied for an ADA on my SS contribution last Aug 2008
    when I worked overseas. I requested to cancel this when I returned here in
    Philippines for work last Jan 2010. Since then, they no longer debited my
    account for SS contribution. Last Apr. 2014, there was an authorized deduction
    from my account. When I checked with them, they told me that the amount
    deducted was paid to my SS contribution thru ADA I made with them. I told them
    that my ADA has already cancelled last Jan 2010. And the amount debited from my
    account is also greater than the amount I have agreed to be deducted on my ADA
    so I believe that the said transaction was really an error. They told me that
    they will investigate my case and asked me to submit a written request of ADA cancellation
    again. After months of follow-up, they just told me that they already cancelled
    my ADA and asked me to coordinate with SSS directly for the refund of my

    I was really disappointed that I have to be the one to
    coordinate with SSS regarding the incorrect payment they had made.

  • jonard guya

    reklamo ko lang yung BPI teller sa JP. Rizal St.poblacio,makati city. ang pangalan sa ID nya ay “GING”.
    Ganito yung setwasyon kanina:
    Mga alas 4 ng hapon(June 25,2014) nagdeposit ako tapos pagpasok ko ng bangko tinawag ako nung teller(GING),eh hindi ko pa nabibilang yung deposit ko kung magkano,tapos binilang ko dun sa harap nakisuyo ako na baka pwede manghiram ng “CALCULATOR” at ang sabi nya “WALA AKONG CALCULATOR DITO,ITO YUNG GINAGAMIT KO DITO”habang pasigaw at medyo padabog nyang sinabi yun sa akin.pero hindi ko yun pinansin.pagkatapos binigyan nya ako ng SCRATCH PAPER para ibreakdown yun g pera.tapos kinumpyot ko sya manually at Bigla na namang nagsabi sa akin “SA SUSUNOD PAG MAGDEDEPOSIT KAYO,KAYO ANG MAGTOTOTAL HINDI YUNG TELLER”tapos medyo hindi na maganda sa pandinig ko kaya sinagot ko sya ng “KAYA NGA NANGHIHIRAM SAYO NG CALCULATOR EH”


  • instagram

    May I just say what a comfort to uncover someone that actually knows what they’re discussing on the
    net. You actually understand how to bring a problem to light and make it
    important. More and more people really need to check this
    out and understand this side of the story. I was surprised that you are not more popular because you surely have the gift.

  • chris revera

    NAWALA ANG REMITTANCE ko para kay Inang. Itong BPI pinagpirma ako ng APPLICATION FORM para
    itelegraphic transfer noong Hulyo ng 2014. Hangang ngayon WALA pa nakatangap
    ang pinagdala ko. Ang sagot ng BPI sa reklamo ko-hindi kami managut kahit
    nakamali kami ayon sa fine print nasa application form. SAYANG ang pera
    napaghirapan ko.

    Sa sunod, gamitin ko ang money remittance centers na lang.
    Bukod sa araw-araw na bukas sila, simple at mura pa!

    • ExBankerPH

      Hi if this is true although it has been months since you posted this, you should complain with the BSP to get your money back.

  • Akala nila Mangmang

    Share ko lang experience ko kung gaano kabulok ang services ng BPI. Most especially Ayala-Paseo branch. Nag withdraw ako sa PS bank atm at transcation can’t be process. nag-report ako ng complaint sa PS bank nung narealize ko na na debit ako dun sa transaction na yun. So to make the story short. 2 beses nag investigate ang PS bank at lumalabas sa result na ang problema ay sa bank ko which is BPI. nakailang ulit na ako nag report sa BPI hanggang sa umabot ng 9 days at dun ako nagpasya na personal na puntahan yung ayala-paseo branch. Hanggang sa huli, pilit na nagpapalusot ang BPI at binabagsak ang sisi sa PS bank at nangatwiran pa yung nag assist sa akin na talaga namang nakaka-degrade at pinagmukha akong bobo, sa dun nagsimulang kumulo ang dugo ko, nag withdrawal exceeded daw ako kasi me charge ng P5 per transaction. kaya nagexceed daw ako sa limit na P20,000 kasi me charge na P10. KUNG HINDI BA NAMAN ISA’T KALAHATING BOBO YUNG EMPLEYADO NG BPI NA YUN, SA IBANG ATM NGA WALANG ISSUE SAMANTALANG P12 PA ANG CHARGES PER TRANSACTION. Sa sobrang bad trip ko sabi ko sinabi ko na gawan nila ng paraan dahil kailangan ko na yung pera ko at sobrang tagal na nung report. AKALAIN MO BANG UMABOT PA AKO NG 5 ORAS SA BRANCH NA YUN AT AKO NA LANG ANG NATIRANG KLIYENTE KAHIT NA YUNG MANAGER NA ANG NAGHANDLE. SAN KA NAKAKITA NA YUNG ISANG DEPT NILA NA MAY IMPORTANTENG ROLE SA BANK PROCESSING E HINDI MACONTACT AT HINDI NAGRE-REPLY SA EMAIL? KULANG NA LANG E MURAHIN KO NAG PUTANG INA NYU YUNG MANAGER AT YUNG NAG ASSIST SA SOBRANG BULOK NG SERBISYO NILA. SANA WAG NYU DANASIN YUNG INABOT KONG KAMALASAN SA KAMAY NG MGA PUTANG INANG EMPLEYADO NG PBI AYALA-PASEO BRANCH.

  • blackswan

    I just want to share my story aswell. I went to BPI Family Bank, Eastwood Libis branch on Dec 22, 2014 to deposit a cheque amounting of 20,662.80 . I was told that by the teller that it will be available thursday which is Christmas day Dec. 25, 2014 I confirmed it with her if they really realise money on a holiday and she said yes. Dec 26 I tried to withdraw the money but its not yet available. I went to the branch again December 29, and asked for a supervisor. she tried to explain to me that it’ll be available by january 5th and I told her I can’t accept it as this information should’ve been told by he teller who assisted me in the first place. She then made few calls and said it will be cleared over night and that it’ll be available today Dec, 30, 2014 but til now its not there yet. ofcourse since today is Rizal’s day all the banks are closed and I would need to wait until january 5th.
    Knowing that these people are working in a known bank in ph. It’s quite dissappointing that they are giving all customer wrong expectations.

    • chris revera

      blackswan, you are not alone in your sufferings doing business with BPI. I am sure other banks can serve you better so why not try other banks with more ATMs?

    • ExBankerPH

      If you deposited the check on the 22nd, even if it was beyond cut-off, it should have cleared by the 29th. You can actually file a complaint with the BSP so that they’d know that BPI is violating clearing rules. If you want quality branch service with TRAINED tellers, i recommend the security bank branch in eastwood.