DMCI Homes review: Customer service team

Office of the President,

I am writing to formally escalate a deeply frustrating experience as a homeowner at Unit 1515, Sylvan Tower, Alder Residences, Acacia Estates — a property I purchased in good faith from DMCI Homes.

What I am about to describe is not a one-time lapse. It reflects a systemic failure in your customer service operations that I believe warrants the immediate attention of senior leadership.

I am a responsible homeowner who has been proactively making additional payments toward my principal balance — over and above my scheduled monthly installments — in an effort to reduce my outstanding loan and settle my obligations ahead of schedule. I want to be clear: I am voluntarily paying DMCI more than what is contractually required of me. In return, I had hoped to be met with the same level of professionalism and responsiveness. Instead, I have been met with delays, silence, and an utter absence of accountability.

A straightforward request — setting up an auto-debit arrangement specifically to facilitate these additional principal prepayments — has remained unresolved for close to a month or more, despite repeated follow-ups from my end. There is no clear escalation path, no committed turnaround time communicated to me, and no ownership taken by any member of your team. Each follow-up restarts the conversation from zero.

What makes this particularly disheartening is the stark contrast in treatment before and after the sale. During the purchase process, your sales team was attentive, prompt, and persistent. The moment the contract was signed, that level of service vanished entirely.

I am requesting the following:
1. Immediate resolution of my pending auto-debit setup for additional principal prepayments.
2. A dedicated point of contact for my account going forward.
3. A written acknowledgment of the delays I have experienced.
4. A review of internal processes causing these bottlenecks.

I look forward to your urgent response.

Sincerely,
Karan Prabhakar and Jennifer Ong