Archive for the ‘Services Review’ Category

Last September 15, I lodged a complaint about a service I received from PNB’s Shaw branch. Then Tuesday, September 20, I received a call from Reichel because she said her manager and the area manager would like to see me personally and apologize for what happened.

The call in itself was enough acknowledgement for a seemingly small concern. I told her that a personal apology was not necessary as I just wanted to air out my frustration when I called first to ask if they accept a check for Allied Savings, informed yes I can but when I went to the Shaw branch I was told only cash deposits were accepted.

Reichel was persistent, she said it was okay, they really want to talk to me personally. Since I have work that day I kind of nonchalantly said prolly next Monday. I did not know they’d really follow through.

Today, both the branch and area manager took the time to come over my home and apologize. They even brought cake which was not necessary. Branch manager Manny Bathan asked what happened while area manager Marie Therese Montessor listened on. Then they apologized and told me that this was not a simple matter, they would prefer no complaints at all. Both have read my email (shown below) and agreed with me that I should have been informed that the Shaw branch does not cater to check deposits. Only three branches do, Cubao, Taguig and another branch I cannot recall now. Both stayed on a bit to try and know me personally. Also there was an open invite to open an account with PNB and maybe come see them when I am near their area.

Honestly I did not expect such a heartfelt attention and profuse apology for this. Nothing is small for them to attend to. So PNB, you made my day and as promised here is my toast to your customer service even when I am not a PNB account holder. I felt the sincerity and your need to make anyone a priority. Now I know PNB does live up to its You First slogan.

Thank you again and oh yeah, apology definitely accepted.

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Inbox
You replied on 9/26/2016 7:52 AM.

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Dear Sir / Maám,

Thank you for taking time to write us about your concerns. We would like to express our sincerest apologies for any inconvenience this experience may have caused you. We have referred this matter to the concerned department for appropriate and immediate investigation. Rest assured that we will get back to you once feedback becomes available. May we also ask for your complete name and contact details for our reference? However, should you wish to remain anonymous, we will respect your decision.

Should you have other concern, please do not hesitate to email us again.

At PNB, we are here to serve You First

Sincerely yours,

Em Maquiling, Customer Care Representative
SQD – Retail Customer Care Department
Philippine National Bank, 2F PNB Financial Center
Pres. Diosdado Macapagal Blvd., Pasay City, Metro Manila 1300
T: (02) 5738888

Note: This email is logged under reference number PNB747993

IMPORTANT NOTICE:
This information, including any attachments contained in this email is privileged and confidential to Philippine National Bank. It is intended solely for the addressee. If you are not the intended recipient please notify the sender immediately and delete this message. Any review, dissemination, distribution, copying or other use of this communication or the information in it is strictly prohibited. We advise you to carry out your own virus check before opening any attachment, as we cannot accept liability for any damage sustained as a result of any software viruses.

From: rachel huerto <r_huerto@hotmail.com>
To: “customercare@pnb.com.ph” <customercare@pnb.com.ph>,
Date: 09/15/2016 01:09 AM
Subject: RE: Your PNB General Inquiry

I want to place a complaint about an incident last Tuesday. I called the Allied directory and got the number for the branch in Starmall. I called the 736 number and got to talk to a Jake Cacanindin. I asked if I can do a check deposit for my mom who has an Allied Savings account. He said yes but the posting would be 2-3 days. I said that is okay and normal for a check deposit. He even asked me where I would be coming from. Before I put down the phone I asked him again if I can do a check deposit. He said yes and that they are open til 4. He was even nice enough to tell me where exactly the bank is.

That was a 12:45PM last September 13. So I walked from Greenfields to Starmall carrying with me my mom’s checks and ATM card. When I reached the branch, I asked the guard if they accept check deposits to an Allied Savings, he just ushered me in perhaps not hearing the check part. I got a number and waited for what seemed to be forever for my #38 number to be called. Mind you I was just 2 numbers away from no one near the counter. The tellers (Kristel Maguddata and Abbie Te) were busy doing something else despite the number of people waiting to be served.

Finally when my number was called (this was almost 20-30 minutes worth of wait), I was told check deposits are not accepted. Then I was made to wait anew so they can check. Without returning the checks they said they do not process check deposits. I asked one of the tellers then why did the guy who answered the phone told me it can be done when it cannot. Why waste my time like that? How utterly inconvenient. That was why I called. Had I been told it really cannot be processed as check deposit then I would not have wasted time and effort going to that branch. It was that simple.

I had to wait for another set of minutes because the Jake guy stepped out for lunch or something. Imagine the futility of this exercise. Jake apologized but defended himself by saying he said cash. Now CASH and CHECK do not sound alike and thus cannot be mistaken for one another. Jake, Kristel and Abbie’s apology cannot discount the inconvenience they caused me. What use is calling to verify when the information provided by people like Jake is wrong?

PNB slogan is You First. You first to what? Be annoyed? Be first to be inconvenienced? Be waiting in line just to be told no?

Is that what PNB training does? Teach each one not to give the right information over the phone and just say sorry you heard me wrong?

What are you going to do about this? Because for me I plan to write a blog about how sluggish the service was and how incompetent the people are over a simple inquiry. What more for actual big concerns?

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I am so upset right now I cannot even think of any apt title for this. Noon time on a Saturday, I had to take an Uber because there was no UV Express in Park Square going to Mc Kinley. Uber had one of those surge charge 1.5X the base fare. I agreed to it even if it was too much to pay on a normally light flowing traffic.

I sent a text to the driver whose name is Nestor my exact location as there are two towers. He was according to Google 3 minutes away. When I went down he was not around so I sent my second text message where I was and to follow up on where he was. No reply. I sent another text, by that time it was already 1230, I had been waiting for a good 10 minutes for a supposed 3 minute wait time. I called him only to find out he went up the flyover and was now on his way towards Quiapo. Now from San Miguel Avenue where he was originally going to where I was, he can just cross the street to get to me but he did not. He made a stupid turn which got him further away. Mind you if I did not get a reply from him, I had to call him to find out why he was still not around.

So I of course cancelled, he was of no good that far and I cannot wait for him because I’d be running late. I hailed a cab and got to work later than usual. I paid in cash.

Lo and behold when I came home I read a text message from my credit card company that I was charged. I looked at my Gmail and there it was a charge of P319 for a trip I did not take. The route was San Juan to Cubao.

I was livid. How the hell can Uber charge me with a car trip I did not even get to take. I had cancelled because he stuck in traffic too far from me. I sent Uber a rather harsh email for robbing me blind. I also sent several text messages to the Uber driver of a Hyundai with plate number MP7784 that he should be ashamed of himself. He replied that he is sorry and that he does not know how to cancel the trip. Does he really think I am a fool? He can start a trip without a passenger and end it an hour later yet say he does not know how to operate a smart phone. As far as I know Uber has training for this. Nestor the driver insisted on his innocence that he did not mean me any harm, to wit “talagang talaga mam hindi ako manloloko alam ng Panginoong Dios mam sabi ko sa inyo maski tamaan ako ng mam patawarin nyo ako.”

Every weekend I only have one route home to work. My boyfriend picks me up from work to home. I am a creature of habit so the route this Uber driver took for an hour then charge me for  is an act that is incomprehensible and deplorable. So Uber riders beware of this modus. If you think you are safe and better off with a credit card for the fare, think again. Uber support as of this time has remained mum.

Nestor uberuber receipt

Maybe it is fate that brought our restless group to a haven nestled in the heart of Morong, Bataan. Maybe it is actually a call by Gaia to explore the bounty of a green kissed land. Maybe our tired body and soul needed a respite that can only be found in the warm sanctum of a divine place called Kai Lodge.

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Kai Lodge, if looked up in Google, would be described as  a perfect place for travelers seeking recreational activities with their family and friends. It boasts of an excellent service and essential facilities via its six well-furnished suites and two enormous family/barkada rooms. All rooms have air conditioning, large cabinets, lampshades, cable television, private toilets and baths equipped with a shower heater, and toiletries.

Much to our surprise, the stay and experience we had at Kai Lodge was phenomenal. From the moment we arrived, we had a world class welcome coupled with refreshing cucumber drinks and the most congenial staff. We need not ask for anything twice as the service provided was fast and efficient. Even the grandson of the owner, Ino Habana, was on hand to make sure that we get attended to. He would pop in from time to time and check up on us, he would also join in on our small drinking session. Ino’s gestures in making our stay comfortable and memorable made our team building all the more relaxing and extraordinary.

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Along with the warmest of welcome, Kai Lodge proved to be quite a gem well hidden in a cluster  of trees. It was huge yet peaceful. Indeed the tranquility of the lodge provided a respite to the noise and hustle of city life. The pathways afforded quiet walks for meditation and introspection. I had my one on one with God and the weather even cooperated with me, overcast skies threatened to pour down heavy rain but did not do so until late that day. It was a great nature walk as I looked at abandoned houses, basketball court and overlooking ledges surrounding the path. It is so easy to fall in love with the place and be lost in its rustic beauty.

Latter part of the afternoon, Ino volunteered to tour us around. Relics of Vietnam and Cambodian shrines abound. Although there were not much of the Cambodian and Vietnam gods left, the idols left behind still gave such a historic feel to the place. Ino was knowledgeable and eager to share. We were thirsty for knowledge and drank in whatever piece of historical memorabilia remained.

The next day, we trudged to the beach but because of the nonstop rain, the waves had an undercurrent and made swimming in it dangerous. So Ino, our wonderful tour guide, brought us to a unadulterated flowing river just a couple of minutes away from the lodge. The water was cold, fresh and crystal clear. It was a great place to cap the second and final day in Bataan. A nice old lady manned the place and she was as accommodating to my motley crew as Ino was. She allowed us to use her ihawan and she also regaled some of the team members with her stories. By 4PM, after going to the hanging bridge and having our late lunch we packed up and made a promise to come back. It was worth every penny we spent because we all had the best nature trip ever. So those bikes better be there when we come back Ino 🙂

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In light of the May 9 presidential election and a promise of new beginnings, I pray and hope that given the power to run a country, much less a city truly serve for the people who begrudgingly or not, elected them as leaders.

May 3, my boyfriend parked the cab he drives in front of the building where I live. As you can see in the picture below, Avida created a parking space for its customers.

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Ample space provided for by Avida for the pedestrians passing by. Around 4PM, a Sto. Nino towing truck came and towed my boyfriend’s cab. He left a paper citing him for obstruction claiming that where Ricky parked was a towing zone and obstructed passersby.

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As shown above, space was created for parking. The area where this SUV was conveniently parked was where Ricky parked his. Notice the indentation and color variation from the street claimed by Sto. Nino as a no parking tow zone.

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We called the moment we looked outside my window and noticed that the parking area was empty. Ricky went down immediately. He wasn’t even in my unit for an hour when this incident occurred. When he came up we dialed the contact number printed on the piece of paper left by a certain PF Derilo. Someone named Virgie answered the phone and said Derilo left since it was nearly 5PM. I asked if there was someone else to talk to because we’d like to get the cab. Ricky was cursing in the background and was hardly any help with the situation. He was getting ready to confront the guy who towed his cab. Virgie said it wont help going there that time as they were about to close at 5PM, that we need to wait til the next day and clear the mess up in city hall. She then passed the phone to a guy named Aguirre who tried to explain to me that the violation was clearly obstruction. Naturally I told him it was parked inside a parking slot and being a resident for nearly a year now, I am well aware of the traffic rules around me. The cab was not in any way obstructing anything. Avida had that space for their customers and yes, Ricky wasn’t a customer but if it was any other car they wont have towed it.

Since the talk on the phone proved useless, the very next day we went to Avida and got Mark to tell us that the space was indeed a parking space and that any other vehicles not Avida customers will be towed for illegal parking. They did not report Ricky’s cab for illegal parking. They were also not asked about the cab being there with no driver present.

The guards of my building were also asked and they told me no one approached them to inquire where the driver went. Armed with the photos and then the ordinance 588, s-2014 we went to file a complaint against the illegal towing at the legal department of the Mandaluyong City Hall.

The complaint was filed at 11AM and the male arbiter told us they’d message Derilo. In three hours if he does not show up we wont pay a single cent. They called him around 1135AM, meaning we would need to wait until 235PM. Despite the grumbling of our stomachs, we stayed inside the office because we do not want to lose due to technicality or “non-appearance.”

It was nearly 235PM when the guy named Derilo appeared  but the hearing did not start immediately. It took some 20 minutes more before Ricky was called inside the cubicle. I was advised not to join so I stayed at the far corner. The arbiter who took the complaint left and was replaced by a female arbiter who far more interested in other people’s fight than the case she was handling. She also did not even look at the photos nor videos we brought with us. The ordinance we photocopied and highlighted points for our defense was likewise dismissed. She insisted that Derilo did his part and there was obviously an obstruction of a public area. Basically we needed to pay the 2K penalty for the towing. She ignored the part that Derilo failed to look for the driver just because they only had a 5 minute window to find the driver of an abandoned vehicle. Since Derilo did not ask the guards of my building, he felt it was right to tow and penalized Ricky for “obstruction.”

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Merriam-Webster defines obstruction as a blockage or hindrance. The cab was parked inside a parking space and was not a hindrance to foot traffic. When asked why the other vehicles that were in clear violation of the no parking-tow away zone were not towed, her only reply was that they cant tow all at once. It had to be Ricky’s unlucky day to be the only cab in a parking lot with two other cars because that made him a viable victim.

An entire day was wasted only to lose still. She was adamant and insisted that they from time to time would just let a violation go with a slap on the wrist. As for Ricky, the fine stands. You can imagine his fury. He lost a day and a half of earnings on top of the 2K fine he was about to pay.

Honestly the whole deal was fishy for me. The male arbiter leaving, the guy Derilo arriving 10 minutes prior to the 3 hour limit, the female arbiter getting all defensive but not paying heed to our evidence…you can’t help but feel they are all in cahoots with each other. The Sto. Nino towing company was not even government owned and the place they were at looked more like a junkyard. They got in for the kill and victimized someone who worked hard to earn a living.

This is extortion at its finest. Camouflaged by a so called ordinance to milk unassuming victims out of their hard earned living and deprive them of a daily income. The government people behind this should be the ones penalized and to think there are tarps everywhere showing a complaint should just be an hour tops. What good was the complaint forum for if they would play deaf and dumb to evidences that prove them wrong?

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A funny thing happened on my way to NSO Pasig. Actually it isn’t really funny but the irony of seeing signs like be careful of fixers because they are mandurugas (cheaters or thieves) but you get overly taxed for a copy of a birth certificate from an actual government office/personnel is hilariously annoying.

Imagine saying fixers create a loss for the Filipino folks because they milk the money out of the people and the government. But what say you about having to pay a hefty P440 for 2 copies of a birth certificate when the same can be had for only P100 per document at any SM customer service centers? It is less of a hassle but may just mean having to wait a week to get it. Still a much lesser expense compared to one coming from a government agency being housed by another government entity. I asked the guy who told me to cough up P280 for the documents after already paying P120 at the 2nd floor cashier. What the heck was the P120 for and why is it different from the P280? He mumbled an answer that sounded so gibberish I can only sum up to “tax.”

So who is cheating who? The fixers or the government?  You tell me.

 

We Find Ways

Posted: February 9, 2016 in Services Review
Tags: ,

Today while inside the BDO branch in SM Light, I found out BDO closed my account which just a week ago I used to pay for my bills. Funny thing was while I gave P13K cash for deposit to the last teller on the right, she did not readily gave the cash back. She took hold of it, stared at her screen and told me matter-of-factly that I cant deposit. She ignored my questions why my account was closed. I kept saying Miss, naririnig mo ba ako? (Can you hear me) even if we were face to face.

After my nth question why the account was closed, she mumbled zero balance. I know it was a zero balance but it was a payroll account and I can deplete its contents without worrying that it will get closed. I then asked her when the account was converted from payroll to personal savings, she again totally ignored me. Miss, kakausapin mo ba ako o ano? Asan manager mo? (Are you going to talk to me or what? Where is your manager?)

The girl again ignored me. Until that time she did not return my money even if she knew the account was closed, she kept looking at her screen then counting the bills I gave her. She smiled too. I then asked her what is so damn funny? Why are you not giving me back my money when the account is closed? It took a lifetime for her to give me back my money and get the manager. When she came back, the teller’s excuse was that she likes to smile. Thing was she only smiled after she said I cannot reactivate the account, how annoying was that? No empathy, no apologies, just that your account was closed since it was zero balance then that smug smile.

I talked to the manager there, her name was Grace and told her I understand why my account was closed but I do not get why the teller could not even answer me anything and instead ignored me while I stand there infuriated. I was going to deposit so I can pay my bills, now without any notice at all BDO felt it necessary to close my account and this teller while smiling like a Cheshire’s cat did not feel like returning my money. So is that really how BDO finds ways to annoy their customers better? Grace apologized and told me I can always open an account again since the teller was just one, that I ought not allow one bad service to affect how I feel about BDO. Well I am not a happy camper. I use my BDO account to pay for my bills because I have gone thru the paperless route. And that teller had the audacity to smile and not give me my money back?! How incredulous that was indeed, to be treated so shabbily.

I did not make a scene. It was useless. I just have to find a way to pay for my bills without further hurting Mother Earth.

BDO, indeed like your mantra, you find ways to create such a bad image.

SPEEDTEST

Who would have thought that it can be possible? Well we know it can happen what with the number of BPOs across the country. So far since it got installed today, we are enjoying such a fast speed of the net.

Globe boasts that this platinum lifestyle is where you can unravel a richer online experience as it has a perfect pairing of accelerated speeds and unparalleled customer service. Here it goes on we can take delight in a truly unlimited data usage. What’s more there is an effortless uploading and downloading of large files. But what is nice is that we can luxuriate in seamless online entertainment. Basically it meant we can enjoy in luxurious ways via Globe.

Sounds too good to be true? No complaints yet so far.The speed aint too shabby. And I do not find myself drumming my fingers while a page load up.

Hopefully we wont be needing any customer service’s assistance, unparalleled it may be to their usual so-so customer service, just because we got a complaint about the not so much accelerated speed. We all just want to luxuriate like always. 🙂