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I always thought that banking is the safest way to keep your money and manage your finances but when that trust is tarnished by faulty customer retention system, you simply have no one else to depend and rely on.
Online banking transactions had been part of my living since I started engaging online by developing websites and accepting advertisers on this site so my finances are entrusted to banks that should hold greater responsibility and retain my business should they incorporate professionalism and sincerity in their corporate philosophy but it seems it’s all gone in today’s evidently flawed Philippine banking system.
Paypal is the primary payment method I use to accept payments from clients and most Filipino online workers adapt the system as well. Withdrawing Paypal funds directly to bank accounts are often used aside from credit cards. Unionbank’s EON does it with their e-banking service, other banks does it as well simply by using Paypal bank codes connected to a Paypal account. It takes days and bank charges are applied to the expected amount on the card prior to withdrawal on any Visa or Mastercard ATM machine.
I usually withdraw my Paypal funds to my EON account but since last year, for four consecutive weeks, money from my Paypal account took weeks to arrive to my bank account so I decided to use my other bank account, the one with BDO (Banco de Oro).
The transaction happened last Wednesday of this week so I’m expecting that the funds should arrive on my BDO bank account by Friday at least so I called the bank to check since the online banking access is advising “unsuccessful transaction” when I checked.
I called BDO Call Center Hotline, the lady told me that my account has been closed. I was stunned. Alright, I know that my account fell-off the required maintaining balance because of the many expenses last holiday season but my question is…why am I not informed prior? Shouldn’t I have the right to be informed that my account is closing before they even tried closing it?
The lady at the call center gave me the branch phone number where I opened my account and nobody’s answering the damn phone. It pushed me to find another way to reach them so I checked their website for the branch’s phone number. The lady at the call center have no way to callout which is effin stupid! How can the bank’s call center agent cannot even callout and connect to the local branch office when I’m on my mobile phone and the bill’s rolling?!
Helpless that I am, I gave the branch office a call. I have to dial twice just to speak with a person. It’s like nobody cares to answer the damn phone. That’s what you call great phone etiquette, as if I wasn’t calling a bank where phonelines should be answered by the second time it rings!
Here I go with a banking personnel, told me the account was closed. No prior notice, not even an email, an SMS, phone call, nada, null. I was wandering how hard it is to send an email nowadays especially from banks! I guess they only send emails for promotional purposes and upselling but in cases like these, it came to my mind that they were saying, “Who cares if a customer leaves? There are new ones coming-in everyday anyway?!”
The lady bank personnel told me that my account has been closed since January 1, 2011. She even asked if this was advised prior to my opening an account. I wasn’t told about it and if I do, I may have forgotten it because I was busy making money so I can make a deposit to their f***ng bank but it’s not an excuse for something that I should know as my right being a customer!
What a way to welcome your customers these New Year, huh BDO?! She said it was automated, meaning the bank’s system had it closed. Fine! I got that, but there should be a system where an auto-generated email is sent when an account is set to close?
I’ve put up a web hosting service back in 2010 so I know that somehow there’s a way to do that. Billing systems for ecommerce sites do that. Power, Telecoms, ISPs, cable TVs do that! How can that be so hard? It should have been programmed. Come on! This is 2011 and this bank still don’t get it!
Now, I’m stuck. I’m not sure when the bank will reverse the Paypal transaction so the fund goes back to my Paypal account. I’m helpless and all that’s left in me is hope that it will despite reading countless horrible experiences online with Paypal to Banco de Oro withdrawal transactions.
Maybe it was my fault that I did not check my bank account prior to withdrawing my Paypal funds but what I was trying to point out here is that, I should have been informed by the bank that my savings account is closing in and I should do something prior to January 1, 2011.
Haven’t they thought of retaining my business? All I can say is, OMG! Banco de Oro sucks like hell!
To you my dear reader, you be the judge. And to other banks out there, please, try to learn something from this and correct the bad practice.
Ever get screwed by your bank? Share your stories.
Category: public service