BPI’s Crappy Customer Service #!@#@!#

Uh-oh… somebody’s in a verrry bad mood…    HIDE!!!

 customer6 customer11jpg

Sorry for the negative post, but I really need to vent out my frustration on BPI Credit Cards Customer (Non)Service!

Here’s a quick overview of my story:

Hubby and I are account holders of BPI Philam Tower Makati. I have been issued a pre-approved credit card which I’d been requesting for pickup at the branch for 2 weeks already. I badly need that card before I leave for Dubai…  I have other cards, but the only reason why I’m interested with the BPI card is because we send our remittances to our BPI account coz we have auto debit arrangements in our checking account. I wanted to enroll our insurance and utility bills on the BPI card before I leave so we can just easily pay it all with BPI Express Online.

I came back to the Philippines for a vacation and called 89-100 last January 12 to request for the card replacement and for pickup at the branch because usually nobody’s home to receive deliveries.. Here’s what happened:

  • The hotline CSR told me that card pickup is not allowed. He told me to go to the branch to make my request there.
  • Went to the branch, they said that I should make the request thru 89-100, not to them.
  • While in the branch, I called 89-100 and the CSR told me that yes, it could be done in 5 working days. (Completely opposite of what the other CSR advised me the previous night!) Isn’t it ironic that I had to go out of my way to go to the branch to call 89-100 to make the request!
  • Since I’m there already, I wanted to update my records to married status and open a Time Deposit. The bank CSR who assisted me just left to get my update forms- then she forgot about me! I waited for 30-45 minutes and still there was no sign of her remembering my request. I talked to another CSR..and then finally she glanced at me and then she remembered. She acted so casual about it like she was gone for only 1 minute. DUH?
  • After 5 working days, I called the branch, card wasn’t there.
  • I called 89-100, but I was advised to call branch directly for confirmation after a few days.
  • Called the branch, and was told that I should be calling 89-100 instead coz that’s the Credit Card Services. (Ano ba talaga ha!@#@!?!)
  • Yesterday I called 89-100 and yelled at the CSR, hoping this would somehow speed things up! She told me that the the branch REFUSED TO ACCEPT THE CARD from the courier because there was no specific contact person indicated. She said she will have the card delivered to the branch again, and told me to follow up today.
  • I sent an email complaint yesterday to expressonline@bpi.com.ph, and guess what, I was advised to GO BACK to the branch to make the SAME REQUEST for pickup. Gave me exactly the same crappy service I had just complained to them about!
  • Called 89100 today to follow up and I was advised to call the branch (what’s new?).  I asked the CSR to give me a contact person in the branch because I’m so tired of being passed on from one person to another, para kong basketball!  As we were wrapping up, I asked for her name, AND THE BIATCH MUST HAVE PANICKED, PUT ME ON MUTE MODE, THEN HUNG UP ON ME! And I was not even planning to complain about her at all. I just wanted her name for future reference! Now I’m complaining about her too… sheesh…

This is part of my reply to their advise for me to go back to the branch again to make the same pickup request:

Can anyone at least be PROACTIVE enough to give me details?
An efficient staff would offer solutions, contact persons and definite timeframe.

I’m very disappointed that you have not given me any definite answers at all. You merely advised me to go back to the branch to make the same request. Who knows what they will tell me when I go there?
I am receiving the same poor, inefficient service that everyone else has given me. 
I don’t need your apology template. What I need are quick action and definite answers please.

Make sure that your supervisor reads this too. ( Ang sungay, lumalabas hehe…)

I have never appreciated HSBC’s service this much. With HSBC, all it takes is to talk to ONE person and everything will be done in a few days! I have never realized how an efficient employee I must have been at HSBC coz I diligently attended to our clients’ concerns, made follow-ups myself and coordinated with different departments to ensure that requests are properly executed.

I’m having so much headache with this stupid plastic card, but I admit I really need it to easily manage our bills while overseas. I NEED THAT CARD BEFORE I LEAVE! ARGGHHH!!#!@##$!#%

I’m so tired of all these. 😦

If I were the customer service representative, this is how I will answer:

“Ms. Customer, I’m sorry to hear about the dissatisfactory service you have experienced. I understand that you have been following up several times already for your card which you have requested to pick up at our branch. You have clearly said that this concern is of urgent matter. This is what I can do for you. I will contact the departments involved and clarify with them the status of your request. I will also elevate this issue to my supervisor and I will do my best to process your request without you having to go back to the branch to make a new request all over again. 

I apologize for all the hassle that you may have experienced. I assure you that I will personally take charge of your concern and will do everything I can so that your card will be ready for pickup by Friday, January 30. I will call you by tomorrow, 10am to inform you of any developments.  Would it be alright to call you at that time or would you prefer me to call you at a different time? Thank you for keeping your interest in our credit card.”

Can somebody please, please forward this to BPI Credit Card Services HR and Training Department so they can review the trainings they’ve been giving to their Customer Service Representatives?! I do not enjoy making complaint letters, but I’m giving this feedback so BPI can do something about their training programs! Maybe they should get me as a trainor, it seems I know more about customer service skills than anyone of them!


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9 Responses to “BPI’s Crappy Customer Service #!@#@!#”

  1. I just stopped by your blog and thought I would say hello. I like your site design. Looking forward to reading more down the road.

  2. ketchupplease Says:

    Ate Clarisse,
    Thanks! Gosh, customer non-service galore! hehe!

  3. ketchupplease Says:

    Bill,
    Hi! Thanks for dropping by! Hope to see you again here soon! 🙂

  4. super delayed reply. it’s been almost three months, anu ba yan. haha! anyways, BPI is a non-existent entity for me now. I use UnionBank’s EON card for my online earnings now, and so far, so good 🙂

    hey sis, link exchange tayo? lemme know okay? 🙂

  5. This is very hot information. I’ll share it on Digg.

  6. I should say that ketchupplease.wordpress.com has lots of interesting information. Looks like the author did a good job. I will be coming back to ketchupplease.wordpress.com for new information. Thank you.

  7. i too have been having problems with BPI, and my frustration with them has been growing over the past years. here is my most recent frustrating experience: http://frrfernando.spaces.live.com/blog/cns!EB1172B1D868F5BB!1470.entry?wa=wsignin1.0&sa=146028553

  8. Rane Martinez Says:

    I have a lot of excellent 89100 experiences, all phonebankers were efficient and polite. Hindi naman po lahat ganyan. We swaitched to BPI because they are the only bank that have provided us the convenience of banking anywhere

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