BPI Trade password problem finally solved

James Ryan Jonas

After more than 2 weeks of waiting and rambling about BPI call center’s ineffiency in handling customer calls, my BPI Trade password problem was finally solved today.

A few minutes ago, I called BPI’s Customer Support Hotline at 89-100 and, unlike my previous attempts, instantly got connected without hearing that “All circuits are busy now” message.

A customer representative noted my request then told me to wait while she transferred my call to a Password Reset support person. That’s when I was kept on hold for more than 10 minutes. A bit annoying, but at least the person who handled my password reset request was accommodating and friendly.

She told me that during the past week, BPI Trade upgraded its website and that’s what caused several login problems for most BPI Trade clients. Ironically, though, after the supposed system upgrade, the site is loading much slower than before. Logging in now takes almost a minute while in the past, it was almost instantaneous.

In any case, I’m glad my password problem is now solved. I just hope that in the future, BPI’s customer support will be faster and more efficient so that clients won’t be disappointed and annoyed by repeated messages of “All circuits are busy now. Please try again later.”

Because if BPI’s service will deteriorate, customers will not simply try again but will rather try other banks.

James Ryan Jonas teaches business management, investments, and entrepreneurship at the University of the Philippines (UP). He is also the Executive Director of UP Provident Fund Inc., managing and investing P3.2 Billion ($56.4 Million) worth of retirement funds on behalf of thousands of UP employees.