Review Time
Very disappointing experience at BPI Fairview (Marian) branch. I paid for a replacement of my expired ATM card and was previously informed that I don't need to fall in line upon pick up. However, when I arrived, one of their staffs just told me to sit and wait, but it felt like the in charged personnel/staff made me wait longer than necessary (maybe she thought other staffs will assist me).
But what made it worse was that no one approached me to ask how they could assist (the fact that I will only pick up my card). The staff only acted on my "simple transaction" after I questioned them about the delay. It felt like they were willing to let me wait indefinitely if I hadn’t followed up myself. There was a clear lack of urgency and customer care. This is the worst customer service experience I’ve had in any banking institutions so far. I hope management takes steps to improve how they handle clients, especially for simple transactions as such.
Important points to keep in mind before dealing with this bank.
- they do not reply to emails
- reaching customer service is a lengthy process
- it's nearly impossible to contact them while abroad
- visiting the bank requires waiting in line, which can be time-consuming
- they still rely on paper, so you'll need to write and sign your information even if you've submitted a request through their app/website
- never lose your Philippine SIM card, as OTPs for transactions are sent to your mobile number.
The automated voice system took an excessive amount of time before I could connect with the appropriate person, requiring multiple calls just to address my issue. The local branch near a well-known landmark seemed to take their time with customers, making it feel as though they were selective in providing assistance. I felt quite disappointed while waiting for my number to be called and ultimately decided to leave.
The automated call system is incredibly time-consuming before reaching the right representative, requiring multiple attempts just to get my issue resolved. The local branch near a notable landmark takes an excessive amount of time with customers, making it seem like assistance is selectively offered. I felt quite frustrated waiting for my number to be called and eventually chose to leave.
The service is useless, lazy, incompetent, arrogant, and dismissive. It’s frustrating to wait for hours in these dreadful banks, only to be served by someone who spends their time on social media or gossiping about customers who complain about the complete lack of service.
This service is not advisable for overseas workers like myself; it's challenging to negotiate or reach them through email or phone. For me, it's not effective for international customers, especially regarding loans. Their assistance is inadequate. They seem to cater primarily to local clients.
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Bank of the Philippine Islands is a universal bank in the Philippines.
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