Bank Of The Philippine Islands [BPI]
reviews and complaints

Hi,

I had an unauthorized transaction on my credit card last july 17, I already filed a dispute to their Fraud Team but no one is acknowledging my concern from the specific team. I followed up many times but no one is sending me an email to confirm that they will process it. No action is being done up until now. I advised on my email to call me at a specific time but nobody calls. The amount is 3k and I am very scared that a big company like this is not paying attention to fraud concerns.

This is to file a complaint on my branch of account BPI MAIN located at Ayala Triangle Makati City.

My husband and I are existing account holders of the branch. We converted our account to a new atm account as we will be needing access to our account while abroad.

We made the transaction last July 23, instructed creation of 2 ATMS for the both of us. We were assisted by Anj, who confirmed that ATMs will be available in 3-5 days. Instruction was also to deliver cards to Solaris Branch.

After a week, we went to Solaris Branch to pick up our atms. Only my husband's atm was available. I asked why mine was not there, I am even the principal depositor. The customer service/new accounts who entertained us said that Main Branch was not able to create my atm. That alone made me furious as we will be leaving the country soon. How could a simple instruction be forgotten? I had no choice but to fill up a form again so Solaris can create my atm.

After another week, I came back to Solaris. To my surprise, the card is still not available! Now they are telling me that they weren't able to create my card due to errors! They don't know if Main branch created my card again. I was so stressed and furious as I will be leaving in a week. The most disappointing part is nobody even cared to CONTACT ME and inform me about the issue. You make us fill up tedious forms and you can't even utilize them to contact your clients?! The branches had to wait that I discover the problem before they let me know about it!

Until now I do not have my atm card. Even the temporary "resolution" of "cirrus atm" that Anj of Main Branch offered cannot be delivered on time because of "delays"!

I made my part of fixing our accounts early prior our flight. But then this still has to happen. I don't think they understand the urgency.

This is a formal complaint and I want the erring employees or units to be charged.

FYI, as of the moment, they still cannot provide me my EMV card or Cirrus ATM. Acocunt handled by Anj of Main Branch.

Sincerely,
Eunice Mozo
(I will not provide my account number for security purposes. Please contact the Main branch for the account under my name.)

1) I'm based abroad and followed every instruction BPI required in changing and updating my mobile number. It was submitted in person by my representative in Saphire branch. But after one month, the mobile for OTP has not been updated and I cannot transact onlinr and even pay thru my credit card without this. I called customer hotline via skype and wrote the branch to follow up. And now they are telling me that the system could not accept it because it has 14 digits when in fact it does only have 12 digits standard! Isn't that common sense?! All the details I sent were correct! So I don't know what kind of excuse they have for failing to resolve this very basic and simple concern. IT IS ONLY A MOBILE UPDATING FOR OTP AND BPI CANNOT EFFICIENTLY DO IT! WHICH IS SO FRUSTRATING AND WORRISOME as the concern is very basic and simple! Where else can I write and report this so it can be resolved and not happen again?

2) I also complained about the blocking of previous atm cards as BPI change to a new debit card. I did not receive any email, notification considering this is very important. I would always receive promos from BPI but never about something important such as the aforementioned.

Service Request Number (SR#) [protected], [protected] and [protected].

I'd like to complain BPI (bank of the philippines island) This is the 2nd time it happened to me this year, not receiving OTP, and its been 5 days. And this is really alarming. This is not user friendly. I dont know why there's a lot of complain already for BPI and yet you dont make your things up. Why do you let your costumers suffer especially OFW. We dont have banks accessible to what we need to bpi. I hope you consider first and foremost the disaster this is causing ofws. You told me before that you'll see to it that this not gonna happen anymore, and I dont know why it is happening again! Resolve this issue!

I sent an email to expressonline@bpi.com.ph last 6/7/2019 aside from the apps email and chat complaining on invalid deduction. The email containing the snapshots of my phone and deductions made when in fact there was no load that came into my prepaid phone.

The 6/10 prepaid loading for cellphone number [protected] worth 350 did not materialize (see image 2 below) using the BPI mobile application although my account was deducted with 350 (see image1).

I already communicated this to BPI chat and BPI mobile email.
Unfortunately, I haven't received any reply since.
I appreciate your assistance to verify if that was a fluke or a bug in your system.

Thanks.

Been using the old mobile app to do fund transfer. But when BPI made the new app, it has been a hassle. I cannot do any fund transfer at all since it requires OTP. When i went to PH for a short period of time, i managed to squeeze in a visit to a bpi branch in my sched just to update my contact number. I don't have a local number, but teller said it's okay to register an international number. Until now, 6 months has passed and i still can't get an OTP. I can't even call the toll-free number of New Zealand and BPI doesn't reply to any of my emails. I have been with this bank for a long time. But because of all these hassle, i think it's time to say goodbye.

Ps. Now they even want to implement transaction fees for fund transfers. You can't even send me my OTP, eh? Organize and cater your client's problems first, you know? This bank is so incompetent.

I called customer serv on how to update my mobile number oversea. I have been provided with instruction via email stating it will be process only for 3days if I can send the document asked within 2weeks. I sent it via DHL but after that I never received any update. I made another international call to BPI and the surprising BPI denied receiving my documents so I asked DHL to provide me proof. I sent the proof via email and called BPI again. For this 3rd call here is the answer I got "for processing na mam, nasa FTI Taguig branch napo". Since I trust BPI, I waited again for two weeks, still sending follow up despite no response from expressonline@bpi.com.ph. Due to urgency, I made my 4th international call to BPI but this time the customer service said "mam my problema daw po data mo, pls call FTI Taguig".
So this is the process, if you will not make extra effort to call BPI, you will die waiting for the service (bahala kayo diyan).
I called FTI branch, the lady who answered me seems "new or maybe ojt", I told my story and finally advise me "mam magpadala ka daw po ulit ng signature specimin, andun lng daw sa baba ng site ung form, basta dyan lang daw po sa baba ng site sabi ng Market leader/leader". This breaks me, I waited almost two months, I know I am not favorable client coz I have less deposit on your bank but at least be fair and improve your service BPI. At least someone from BPI should advise their clients. I agree with one of the complaint I read from this board, ang hirap magupdate sa BPI compared with other banks. Tama nga ang friend ko, BPI yan ano pang aasahan ko : (

I am a71 year old disabled man. I tried to do a single transaction. I told both the guard and the bank manager.. Rony pacia I needed senior citizen priority as I had just come from hospital and could not stand long.. Could you help me... He said take a normal number.. I kindly asked again I only have 1 small transaction can you help me... I waited and waited 45 minutes as he himself waited on a young attraction lady with a number later then mine... I repeatedly asked him for senior priority but he ignored and laughed while continueing with the young ladyies multiple actions and chatting... So at 45 minutes starting to get ill my number was called by another customer service person... I told her and mr rony pacia manager I was outraged how he treated me and many other senior customers. I respectfully request action against this branch manager. I and my friends have been bpi loyal for 24 years... If no action is levied this incident will be further reported so all will know about this service... Respectfully george email.. [protected]@yahoo.com or [protected]

Ive talked to a bpims personnel who gave me her email address [protected]@bpims.com so that I could send my email instruction to release my insurance policy but until now she never responded to my email . I have 3 follow ups already even if Ive mentioned to my email that my request is urgent because this is the lacking document that cause delay in the processing of cancellation of encumbrance and transfer of name

Im one of your client and im working abroad and I've been emailing your representative in bpi cebu about my account. I got an email stating that I need to update my phone number. I sent one of the representative in bpi cebu mandaue office and contacting one of the representative but they keep on telling me they're trying to fix it and reported to the head office but it's been 2 months now and still i can't do any transaction in my account now the biggest concern is they deducted money in my account because its not within the limit it should have 5k balance and i only have 4k. I didn't bother to put money in my account because its pointless because i cant do any transactions and its not fair in my part. Hope you take action on this because almost everyday i emailed the representative. Thanks

Your apps is a holy [censored] and disgusting!i do log in once or twice a month and I'm using my thumb print to log in. Every month, it will be blocked and prompt message will says"several attempts and locked". And calling 89-100 is a damn [censored] coz have to wait 30mins to 1 hr before can addressed the call.this is not funny anymore, do something about this!

MAY 10, 2019

Masungit po ang tellers sa bpi las piñas, branch located near red ribbon.. teller 2 and teller 3 to be exact po. this happened in the morning 11:40am. di naman po kelangan magsungit, and nakasimangot pa po silang dalawa, no greetings at all. kinda disappointing po.

hope to change this, for not to offend other customers that waits in long lines.

The is regarding my account No. [protected] for Ligaya and Mark Florentino opened at Branch 0318 Cubao Supercenter. On Oct. 25, 2018 I deposited a Manager's Check No. 014753 amounting to P300, 000 plus P88, 000 cash to my savings account. I was seated and counting it infront of Asst. Mgr Jossette Metrillo in BPI Sucat Branch, Pararaque City. The check was dated Oct. 25, 2018 issued to me by my prospective tenant Ms. Shekinah Luis as her one year house rent for my house in BF Homes, Paranaque City with P88, 000 cash . The amount was posted P270, 000 on my passbook which I did not notice before I left the bank because I was in a hurry and stressed due to my trip back to US on Oct. 29, 2019 . Six months after the transaction I went back home to Phil. and talked to Mrs. Metrillo, but she said she cannot remember as there were so many transactions she had handle. that day.

I try to withdraw to one of your ATM machines early in the morning and other but I only received this message "sorry no account holder" the same message when try on another ATM machines. This is very very very inconvinience for me because I needed the money ASAP for emergency and we didn't even receive any notifications or update on your website if there's maintenance going on in your bank. This is [censored] and it happened twice already and you people just didn't do anything about it. You should have at least let us know what's going on so we can do a transaction in your offices beforehand. Do you think you can take back this kind of inconvinience you have cause? That's why I don't prefer in investing my money with this kind of bank that doesn't take any actions of their mistake and can't take care of their business issues.

I enrolled my Master debit card last Feb but there was an issue with the activation. I was told to wait for an email update regarding this but its been months and still no news. Now i called them again and was told that no one follow through the issue, and was advised to wait for another 3 business days for the update. As if 2 months was not enough.

I had been debited on April 26 for the amount of 124, 223.14 and Apri; 27 for the amount of 54, 494.58 for my housing loan which was fully paid last April 10.

The assisting gentleman, John Irvin C. Carcallas forwarded to Claudette Valarao for assistance but no response despite several emails. The collecting department Luxelle Angelica S. Zuasola emailed to do the deduction. I reacted to Luxelle's email mentioning that it was fully paid, with the deposit slip attached to it.

Twice that John and I made the follow-up to Claudette but she never responded to it of which it made me upset and worried that I will be charged on the due date of which it happened.

I need your kind help the soonest on this matter because it is millions taken from me personally through deposit and deductions from my savings.

Please help the process of immediate refund and bank clearance for the full payment made on my housing loan.

I have been following up on a submitted fraud report and I have not recieved a proper response. I tried dialling the given number 580_0496. It gives a busy tone or a continuous ringing. I've done this multiple times. I contacted the customer service hotline number, which by the way is so hard to reach, I was advised to contact the same number. This has been going on for months and is. Super frustrating. (sr#) 1-[protected].

I requested to change my mobile number for OTP Online banking last April 8, 2019 in preparation of fund transfer since we had issues with my live in partner. He has my card and I dont want him to transact any amount on may payday. I was advised that it will only take 24 hours. When I checked the online app on April 10, the number is not yet updated..so I automatically contacted bpi customer service to temporarily blocked the card. According to bpi rep, she needs to fully blocked the card since my new mastercard is ready for pick up. Was advised that there will be no issues and my card is already available in ebloc 3. To my surprise that they dont have my card and they cant even trace it. I requested to do over the counter but they refuse, they said I cant withdraw unless I have my card with me. The manager refused to give my money. I showed her my online app showing 10800 pesos. she also said that she can see it on her end but refuse to give me my money. I told her that Im having personal issues with my husband and my husband will not pick up the phone to hand over the card. I was advised that it is one of their requirement but I have tried to do over the counter by just presenting my id and just pay 100 pesos. Im really lost and I think I deserve to be treated fair since it is my money. The reason why we need to do over the counter is because we dont have the card. I know that it is a personal issue but I dont think they need the card in order for me to do an over the counter. So I started chasing my partner just to get the card for me to withdraw, I finally talked to mt husband and to my surprise that he attenpted to withraw an amount but the machine swallowed by card sine it was blocked early in the morning.. What is the point why the manager refuse to provide me the amount that I need? why is she asking about my card? is it our fault that their system is down and now I cant withraw over the counter. The card was lost but still it is our money.. the pay for our job..

This is starting to get frustrating. For bpi philam insurance policy number [protected], i inquired why i haven't been debited since feb 1. Last week, i was told it will be within 6 days that i'll be able to see the manual debit they will do and that i can call bpi even if i'm already in singapore.

But this is getting out of hand. Fyi i went to two branches, in bpi gate 3 laguna technopark and in paseo de sta rosa. Nobody was able to help me. I already told them that i will be in singapore for work and will be back after 2 years! they said i can call the toll free using singtel. My load was already drained but i wasn't able to get a service rep. I tried loading my ph number and same thing happened. Mind you. I've paid more than a thousand of load just so you can debit my account.

See how ironic that is? i'm paying so i can pay you? double, and even more, the expense because of your incompetent customer service.

I need to get these done asap:

-confirm that my february 1 and march 1 payment has been completed today.

-give me the status of my request to transfer auto debit from my easy save r account [protected] to my credit card account. I already gave a letter and all id to bpi gate 3 laguna technopark. So don't tell me that i wasn't able to provide my documents. I did this january 2019 and the rep only told me they can't see the request because i sent follow up emails? so how else should i ask you about it? is this a mind game your customers are supposed to know?

-set me up for online registration. If i can't rely on your service, might as well just do it on my own.

I'm willing to bring this legal. Due to lack of competence, i'm spending more than i should for the products you offered. You don't understand how hard it is to earn money. Maybe you don't care because people are paying you with no sweat. But for us, this is hard earned money which we had to shed tears and sweat for to get.

Please give attention to bpi ermita pedro gil branch, it will takes you 2hours to wait for the customer service, there are only 2 and sometimes one personel taking care for the customer.I also have complain about my atm and check book order which were supposed to be picked up in this branch but suddenly delivered to other branch, when i talk to the customer service, it was agreed that it will be send thru LBC but when i followed up it after 3days which was friday, the teller just told me that she has a lot of things to do and a customer to attend and she never give any updates until now.I am an ofw and i am scheduled to depart this coming sunday.