Bank Of The Philippine Islands [BPI] review: Credit to cash availment

This refers to my application for credit to cash amounting to 39, 000 on Nov. 27, 2019, my credit card ending in************9393, it was processed at BPI P.Tuazon Cubao, Q.C. since I do not have an account at BPI, I was instructed to wait for call from BPI Buendia Center to claim managers check, 1 week pass but I did not receive any call, so I tried to call customer hotline, and informed me that check was available last Nov. 28, 2019, however since I am work and cannot take a leave, I was able to go to BPI Buendia on December 4, 2019, but to my dismay, they make the check payable to MARIA CORAZON CRISTI B. CURIANO and not my true name MARIA CORAZON CRISTINA B. CURIANO as what is appearing in my valid ID and application for credit to cash, in short the personnel at 8th floor whoever is handling the check preparation do not have any common sense, as a result I was not able to encash the check and they made me wait for 1 hr but they cannot provide remedy and they told me to wait for call after 2 weeks if I can get the replacement check, however 1 week passed then 2 weeks passed no call was received, so I call customer service who cant be of any help and just keep on saying to wait for the call. The worst part the installment transaction was already reflected in my statement of account and I need to pay the amount due on January 2, 2020, when in fact I do not get the money amounting to 39, 000.00. I would like to complain their inefficiency and no concern to client, both the 8th floor personnel/releasing section and the customer service who take my calls. I got the direct line of the 8th floor but they hang up on me when I told them about my concern. Please respond to this letter ASAP, below are my details: Maria Corazon Cristina B. Curiano [protected]