To whom this may concern;
I am writing a complaint letter today, May 27th with regards to my international transaction only worth 50 Euros.
I am currently in Italy and has my international transactions permitted for more than 6 months now.
On March 21st, 2018 around 6 in the evening I attempted to withdraw 50 Euros at a local Italian atm kiosk and all of a sudden the atm machine had a downtime resulting to not dispensing the cash and a receipt.
Because the incident beyond the working hours at that time, I reported this incident via email to BPI via email as soon as I got home and reported the same incident to the local bank the next day. The local banker informed me that they are going to resolve this and promised to return the funds back to my account within 5 banking days as this is not the first time this has happened to them. At the same time, BPI informed me that this will be handled within 45 business days to which I was not aware I had to wait for this 45 banking days to finish before I can make a follow-up.
Nevertheless, I was confident enough that my funds are coming back, I make follow-ups within the period asked just to make sure this is appropriately handled and was of course occasionally and politely reprimanded to wait for 45 banking days to finish. I let it go as I was again, confident enough my funds are being taken care of and this will be returned in a timely manner.
So on May 25th, I willfully sent another follow-up as I was aware my waiting time was already beyond the 45 day period. On a personal note, it is ridiculously amazing how a client has to wait for this much for a silly 50 Euros for which is already something in PHP, one can do a lot of things with their 3000 PHP.
Today, May 26th, I received this email, letting me know that they could not do anything with my request as they could not trace the transaction, asking me to contact them by phone instead.
I have decided to escalate this for the following reasons:
1] of course I want my funds back ( I strongly believe that regardless of the amt, this is still a valuable property )
2] the excruciating wait time period. We are already in a generation where everything is mobile and efficient through innovative technology. This gray area needs a lot of improvement.
3] I want to express my distaste for the result of this incident. I am just one of those commoner who is working for their money and out of the blue, will have to pay the price that is not even out of fault. I intend to withdraw my funds in good faith. Why do I have to pay the consequence? Even being outside the country is out of the question. I trusted the bank to back me up in case something happens to my funds. What if this is a big SUM of money that has gone in limbo, what if we are talking about three hundred Euros (which is the daily maximum amt that can be withdrawn) My point being, no one from BPI's end has the right to belittle, underestimate, make unbiased judgment and conclusion of the incident by just telling me they cant really do anything about it. Do I need to be a banker to sort this out myself? I cannot accept the fact that my funds are gone and there is nothing I can do about it.
To sum this up, I am looking into getting my funds back no matter how small this is, this is still my funds, it is very ridiculous that I have to take this step just to get a better result for this incident.