Posts Tagged ‘customer care representative’

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.

This slideshow requires JavaScript.

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

Evernote
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?