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.
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Bank of the Philippine Islands is a universal bank in the Philippines.