Bank Of The Philippine Islands [BPI]
Reviews and Complaints

I am complaining for a very delayed return of our collateral submitted to BPI Lapasan branch, Loan Department. We cancelled our company loan, Ultra Marketing of Valencia City Inc., due to unapproved amount of P5 million pesos. They only approved us at P3 million. We are very disappointed because we are not a new client of the Bank in fact we are already a depositor and a loan repeater of BPI Valencia City branch since 1980's and having maintained a good record from the bank.

We already submitted the requirements last month to the person in-charge needed for the cancellation of our loan and they gave us twenty (20) banking days for them to release the Lot Titles that we used as collateral.

I am complaining for their customer service because until now it's already a month of waiting and we badly need it for a purpose. They gave us contact numbers but they don't even reply on our messages. We need to travel 3 hours just to follow-up our concern because there's no response from anyone of them. It's very frustrating knowing that banks should put their customers/clients service at the top and yet they cannot even give a simple call or response from their clients.

I am hoping that this issue will be resolved as soon as possible.

Christopher Castillo
Ultra Marketing Of Valencia City Inc.

This morning July 31, 2018 around 6:30. I tried to withdraw cash using my payroll atm card. I check the balance and it is the amount I expect. Tried to withdraw 16k but over the limit. Tried to withdraw 10k but the machine says insufficient funds. So i think the machine has not enough money so I tried 5k and it worked but the remaining balance on my account was 1k. Can you please explain what happen and can it return to my card within the day. Thank you

Good day Mam and Sir,

Im complaining about a BPI branch beside the Philippine Heart center. I went there yesterday (June 29, 2015 at around 2pm) to deposit. I accepted the fact that we have to wait long que in line for us here in the Philippines. But 2 hrs of waiting is unacceptable for me. 1st time i used this bank service but i think i will not AGAIN will do transaction in this branch. In addition to that I have an affair to attend to. I finished at around 4pm. People are very anxious because of this kind of service. I think we don't deserve this kind of treatment. We are not in a government institution for we have to wait this long. I observed they just ONLY open 3 teller booth. I think one for cheques and 2 for deposits and etc etc. that some clients will take long in having their transaction. 10 to 20 mins like that. Me on the other hand or others like me that will not deposit that much money will only take 2-3 mins of their time. I thinks there is a lot of room for improvement. Not just giving us reasons that it's the way it is blah blah.

I'm hoping that you will address my concern regarding this matter. Because me personally, my relatives and friends are BPI bank account holders.

Thank you very much and more power

This is so disappointing. I applied for a prepaid epay mastercaid online and it tells me to wait for 7-10 days but still not hearing anything from them until now. BPI? What has got into you folks? First is system glitch, my savings account has been victimized, and now this? This is really a nightmare! I am really not happy! I will spread it to the media if my complaint will not be actioned within 2days. Take note, 2 FREAKIN' DAYS. And please dont ever call me and just letting me to talk people with pigeon english! You contact my via email!

Bpi one global place bgc taguig city, philippines. Worst service ever! It took almost 1 1/2 hours and my number hasn't called yet. Also, staff was very unapproachable.

Ps. Yung tipong nawala na lahat ng nauna at mas huli sayo pero di ka pa din pinapansin. Ateng nadaanan na yung number ko at wag mong iwasan kung reklamo! Kasi karekla reklamo talaga serbisyo niyo! Godbless!

Ive been a BPI card holder for almost 2 years and I cant believe this system down issue has still not been resolve, it so hassle everytime when you try to inquire, deposit or withdraw. Made me regret to be a BPI card member, please make your system consistently online, your service is showing that is not capable to Compete with other banks rendering consistent and fast service.

Hi,

Would you know what time one of your colleagues will call me? I received a call at 2:30 PM (+63 2 795 2500), but I was in a meeting and could not respond. If someone can call me from 5:30 PM to 11:00 PM (GMT +1), that would be great.

I called the BPI number (+63 2 891 0000) and no one answered. This is not good at all.

I've never experienced such inconvenience of sending letters and forms and being told to go to an ATM or the nearest branch to process or fix something, from other banks. BPI is the only bank to have asked me to send 40 signature specimens several times so I can activate features within the app.

I am complaining and I cannot help but compare your bank to other institutions. I have not much money in my accounts, that's true, but I believe I have not been an evil customer. I'm someone who needs convenience and help, things that are promised by your ads. Sadly, I've not received much of it.

Please assist me with this request and I will not bother you or any of your mates again because if I get the chance to get back to Manila. I'm closing my accounts and ending my relationship with BPI. No big deal, right? I'm merely a number in your agent stats or your bank's coffers. I really hope you don't experience this type of horrible service when your away from home.

Sincerely,

Amador Bellosillo

To whom this may concern;

Good day!

I am writing a complaint letter today, May 27th with regards to my international transaction only worth 50 Euros.

I am currently in Italy and has my international transactions permitted for more than 6 months now.

On March 21st, 2018 around 6 in the evening I attempted to withdraw 50 Euros at a local Italian atm kiosk and all of a sudden the atm machine had a downtime resulting to not dispensing the cash and a receipt.

Because the incident beyond the working hours at that time, I reported this incident via email to BPI via email as soon as I got home and reported the same incident to the local bank the next day. The local banker informed me that they are going to resolve this and promised to return the funds back to my account within 5 banking days as this is not the first time this has happened to them. At the same time, BPI informed me that this will be handled within 45 business days to which I was not aware I had to wait for this 45 banking days to finish before I can make a follow-up.

Nevertheless, I was confident enough that my funds are coming back, I make follow-ups within the period asked just to make sure this is appropriately handled and was of course occasionally and politely reprimanded to wait for 45 banking days to finish. I let it go as I was again, confident enough my funds are being taken care of and this will be returned in a timely manner.

So on May 25th, I willfully sent another follow-up as I was aware my waiting time was already beyond the 45 day period. On a personal note, it is ridiculously amazing how a client has to wait for this much for a silly 50 Euros for which is already something in PHP, one can do a lot of things with their 3000 PHP.

Today, May 26th, I received this email, letting me know that they could not do anything with my request as they could not trace the transaction, asking me to contact them by phone instead.

I have decided to escalate this for the following reasons:

1] of course I want my funds back ( I strongly believe that regardless of the amt, this is still a valuable property )
2] the excruciating wait time period. We are already in a generation where everything is mobile and efficient through innovative technology. This gray area needs a lot of improvement.
3] I want to express my distaste for the result of this incident. I am just one of those commoner who is working for their money and out of the blue, will have to pay the price that is not even out of fault. I intend to withdraw my funds in good faith. Why do I have to pay the consequence? Even being outside the country is out of the question. I trusted the bank to back me up in case something happens to my funds. What if this is a big SUM of money that has gone in limbo, what if we are talking about three hundred Euros (which is the daily maximum amt that can be withdrawn) My point being, no one from BPI's end has the right to belittle, underestimate, make unbiased judgment and conclusion of the incident by just telling me they cant really do anything about it. Do I need to be a banker to sort this out myself? I cannot accept the fact that my funds are gone and there is nothing I can do about it.

To sum this up, I am looking into getting my funds back no matter how small this is, this is still my funds, it is very ridiculous that I have to take this step just to get a better result for this incident.

My name is Maximo Guzman, I am a US based account holder and wish to enroll a third party account to enable me to transfer funds from my savings account. I have online access to my account and in order to enroll a third party account, I had to go into my account, then print out a form, sign the form, and then send the form to the BPI Fulfillment Center. I did not get a response, so, I called customer service and they told me that my signature was different. I explained that I had a massive stroke and my signature is different because my writing hand was affected. I requested for enrollment about four weeks ago and no response. I even wrote to the CEO, Mr. Consing to intercede on my behalf, but I had ho response either. I have sent emails to the Pasig branch as suggested by customer service, but have not had the courtesy of a response either. I am actually disappointed with Mr Consing's no response or even a simple acknowledgement of my letter.in the US, when you write to the CEO, someone actually acknowledges receipt. I guess Mr. Consing is too busy to acknowledge a simple letter. I wonder whether his attitude reflects on you r whole organization.

Nag requirest ako (sr#1-[protected]) na palitan ang registered phone number ko from 0947 xxx x223 to 0918 xxx 6219... Ang liwa liwanag ng sinabi ko zero nine one eight (0918 xxxx 6219), pero ang magaling na call center ng bpi ang nilagay nya 0917 xxx 6219 (zero nine one seven...) hindi ko alam kuing bingi o dumb o shunga lang ung call center employee ng bpi na yan.. After my wait for 2 days or so dahil kailangan ko gamitin yong prepaid credit card, mali pa ung nilagay nyang number para masendan ng otp.. Could you please reprimand or at least do something about this very simple mistake but very costly to me kasi kailangang kailangan kong gamitin ang prepaid card na yon. Dahil sa mali ang nilagay nyang number hindi tuloy nagamit on time ung prepaid credit card ko, then nasira tuloy ako sa customer ko... Madedelay na naman ang purchase ko ng item para sa mga customer ko.. Eto po ung email ko to see kung anong ginawang ng bpi sa cs na yan [protected]@yahoo.com

Dear sir/ Madam;

Good Morning.

I have a complaint regarding the transactions reflected in my account number [protected].
I was withdrawing at a non-BPI atm yesterday (May 8, 2018) in the amount of P2000.00
First attempt was a failed transaction, thus I opted for my second attempt. Luckily, I was able to dispense cash on my 2nd attempt.
However, when the receipt ejected. I was shocked because the transaction indicated that an amount of p4000 was being withdrawn in my atm. That is times two to the amount I did on the second attempt. Now how come, I was being deducted 2000 from the first attempt when it was a failure? I mean no money was dispensed from the ATM. I need a refund on the amount not dispensed but reflected on my account.

​Please help me with this matter. Thanks

Marivic Y. Codinera
​

DISCRIMINATION! DISCRIMINATION! NAINSULTO AKO!
Nangyari to yesterday around 12nn. I'm waiting for my number to be called eh nangangalay na ako sa tagal so umupo ako dun sa isang chair sa may customer service. After a while another customer na mukhang big time depositor ay umupo dun sa isang chair. Few minutes past another customer that need something sa customer service . The officer (Marie) stand at nilapitan ung guard and said something. Nilapitan ako nung guard at pinatayo. Ang tanong bakit ako ang pinatayo at hindi yung isa na kararating lang? Dahil ba sa big time depositor? SHAME ON YOU. Customer Service Officer doesn't know how to handle properly that kind of situation. Me and wife are loyal customer of your bank for more than 30 years and we still decided to maintain our SSS retirement bank account with you.

May 1, 2018

BPI Capital Corporation
8/F BPI Building, 6768 Ayala Avenue,
Makati City 0720 Philippines

Re: Recredit the amount to my account due to not received any cash from automated teller machine

Dear Sir/Ma'am,
With reference to my savings bank account number with your branch, I regret to inform you that I did not received any cash from the automated teller machine while I attempted to withdraw cash from the machine and I furnish here below the details for your information so as to enable you to recredit the amount to my account.

Details were as follows:
Name of the account holder: Sean Mathew M. Solis
Account Number: [protected]
Date of Transaction: April 29, 2018
Transaction Time: 19:36:36
Trace Number: 240326
Amount to dispense: Php 3, 000
Location of ATM Machine: BPI MRT Cubao

Hoping for your positive response regarding this matter.
Thank you!

Sincerely yours,
Sean Mathew M. Solis

I went to this branch April 11, 2018 and I was assisted by the teller for withdrawal and magpapalit ng pera. Everything went well until 6pm that day. I am outside when they were calling me. As in hindi nila ako tinigilan kakatawag nila. I answered and the teller said nashort daw sya ng 10k kasi nalito daw sya nung pinalitan nia ung 1000 bills ko to hundreds, fiftys and twentys. During that time nagaantay ako ng grab ko. One driver accepted my booking and while waiting for the driver eto na.. tumatawag n naman sila. Pinipilit nila akong kausapin sila kahit na ilang beses ko na pinakiusap na mamaya na sila tumawag dahil nawawalan ako ng internet pero parang wala sila narinig. After 1st call nakita ko nagcancel n ung grab kasi sobrang tgal n nia nagwait. Nagbook ulit ako and thats the time this DISRESPECTFUL ARROGANT MANAGER called me. She is FORCING me na aminin na kinuha ko ung 10k na nashort ng teller. I told her na hindi ko macoconfirm until makauwi ako since nandon ang pera na winidraw ko. She dont give a damn sa lahat ng sinav ko. Nung sinabi ko na kailangan ko na ibaba kasi di na pedeng mamiss ko n naman ung grab ko.. she THREATENED MEna magfifile sila ng complain since ako daw ang itinuturo ng teller nya, I responded okay and thats fine with me and ang gusto ko lang is makasakay sa grab nang matapos ko na lahat ng gagawin ko. Then I hang up. Then they started calling my husband. Wala na silang pakialam kahit nakakaabala sila. Wala na sa kanila ang aspect ng RESPECT. Ang importante sa kanila sarili nila. Ang naririnig lang nila e ang sarili nila. WORST BANK I'VE EVER BEEN.
I KNOW MY RIGHTS AND YOU STEPPED ON MY RIGHTS TO BE RESPECTED. HINDING HINDI KO OBLIGASYON NA SAGUTIN ANG TAWAG NIO SPECIALLY KAPAG BUSY AKO AT MAY MGA RESPONSIBILITIES AKONG GINAGAWA. EVERYTIME NAGPAPAPALIT AKO TINATANONG KO ANG TELLER MAGKANO. HINDI KO KASALANAN NA NALITO YANG TELLER MO. NAPAKA UNPROFESSIONAL MO VANESSA ALAMEDA OF BPI ANABU BRANCH! YOU DONT OWN THE WORLD. YOU SHOULD KNOW HOW TO RESPECT YOUR CLIENTS AT HINDI PORKET MANAGER KA EH MAGHAHARIHARIAN KA NA. AFTER ISSUE HAS BEEN SETTLED I WAS ASKING FOR HER NAME DUN SA TELLER AND THEN INAGAW NITONG AROGANTENG MANAGER ANG PHONE AT KINAUSAP AKO. AT AS EXPECTED PINAGTANGGOL ANG SARILI AND DENIED ALL MY ALLEGATIONS. Biglang nagboses anghel nung narinig na magcocomplain ako at nagsinungalinh pa.. na ipapafile na nga daw nia ng shortage ung 10k. Duh? Well hindi nagmamake sense yang alibi mo VANESSA ALAMEDA dahil kung tlgang ipapafile mo nabyan ng shortage, hindi nio na inistorbo pa ang asawa ko sa trabaho nia. You called him multiple times sa ORAS NG TRABAHO Nya. How insensitive you are. Mind you Vanessa ALAMEDA this is not the end. I will exert all my efforts para maireport kita sa head office. Ikaw lang ang bumastos sa akin ng ganito. I hope meron kayong phone recordings sa branch nio to back up this complaint. Branch: BPI ANABU BRANCH
PHONE NUMBER: [protected]

Hi I just want to complain the teller in Pala Pala Dasma Branch for E6543 deposit dated April 6, 2018 at around 12:30pm, There is no available teller in the counter so I ask the guard then when ther is a teller already is 12:35pm which is already late on my schedule and the teller insisted it is not valid anymore and sarcastic face while processing ang counting the money, kindly have a good customer service on your branch

I deposited an amount of PhP 18000 at Robinsons Tower Branch on the 24th of March and the machine had an error. The display said the transaction was canceled but the machine did not disburse the money back out. I was told when I filed a complaint via call center that the resolution should be made on the 28th but it did not happen. The holidays went by and I called the center a number of times without any resolution, I've been calling them using Reference number 1-[protected]. I then called Robinson's Tower branch directly and the lady told me that they tried to contact the department taking care of the verification process but they are not answering. April 4th, I called several times and now the department that needs to handle the transfer of funds back to my account is not answering. I need my money now so I am asking for the return of the said amount as soon as you see my message. I can't wait any longer, I really need it.

To whom it may concern,

This happened awhile ago, February 07, 2018. I went to BPI SM Hypermarket Novaliches Branch to open a savings account. So pagpasok ko dun bngyan ako ng guard ng number 17 sa customer service. Serving is 14 so akala ko mttawag agad ako. I am 8 months pregnant so I expected di ako mgttgal dun. Pero umabot ako ng 2 hours kakaantay bago matawag at wala rin ngyari sa pagaantay ko. Ganun ba tlga kapag magpa-open ng account sa inyo? Di raw inaapprove ni manager ang request ko since need ko raw mgpaclearance muna sa bank credit card na pngkkautangan ko as per checking sa system nila. I told her na bkit kailangan pa nun eh savings account lang ang gusto ko ipa-open and I am not applying for a credit card. Sana lang kung ganun khigpit requirements nyo ngayon just to open a savings account, pakilagay sa mga leaflets nyo or i-emphasize na di pwedeng may utang sa ibang bank credit card. I have an existing account sa BPI kaya di ko expected na ganun ang hihingiin sken. Ganun na ba tlga ang requirements nyo when opening a savings account? I am still disappointed with the process, staff and to think na 2 hours ako ngantay buntis pa nmn po ako. Can you please send me a feedback on this?

Last feb 2 nagtransfer sa account ko ung business partner ko ng 5 amounts na segundo or minuto lang pagitan. Upon checking 3 lang ung pumasok ung unang 2 at ung huli. Hanggang ngaun nawawala ung pang 3rd at 4th amount! Puro babalikan within the day! Napakalaking perewisyo! Tapos nung nireport sa hotline nio upon checking daw tama ang account number pero iba ang account holder! Bpi pano ito nangyare?! At nasan na ngaun ang pera namin?!

This refers to my recent visit/transaction with the BPI Ayala Cebu center Basement 1 today 24-Jan-2018 at about 5:45pm when the guard on duty as I entered the bank showed disrespect or acted rude by making a sarcastic look at me as I tried to inquire and make a friendly conversation with him.
Instead of responding to my question /query the guard instead stared and sarcastically looked and made a frowning face to me.
As I try to ignore his behavior and proceeded inside and sat down on the bank couch while waiting for my husband to complete his deposit transaction at the Bank preferred lane, I noticed that the concerned guard who is the subject of this complaint still continue to stare at meet with an unpleasant face, at this instant while I am still seated and the guard standing at the bank door it prompted me to take out my cellphone and took a picture of him openly and not discreet. This picture was taken purposely to document my intention to complaint or for me to identify the identity of the guard who's rude behavior and sarcastic/irate face or looks.
The guard knowing that I took picture of him, the rude guard approached me and asked for my cellphone but obviously I didnot gave it to him since I know that I didnot took any portion of the bank premises that would pose security treat but instead just a picture showing the indentity of the rude guard and bank door (please see attached picture for details).
To avoid further misunderstanding with this rude guard and I just left the bank after my husband completed his bank deposit, and informed the guard that I would lodged a complaint.
Based on the above and considering that I have been a long time client of BPI and with my intention to further improve banks and clients relationship, may I suggest the following:
1) this kind of guard should not be allowed to hold post in any of BPIs bank entrance doors based on the following observations & actual encounter with this guard as follows:
A) he does not even know to great and welcome incoming clients, instead client has to initiate the greeting;
B) his impatient and does not like to entertain query from incoming client and
C) his rude and irate looks shows much disrespect to clients.

In as much that we don't like to make this complaint but we are force to do so since the guard that does show any remorse as we talk to him about his negative behavior.
This behavior of the guard could also be attributed to the rude and unapproachable attitude of the current or assigned branch manager.
Thank you and hoping for your kind attention on this complaint and that appropriate action would be taken by BPI

To BPI,
nagbayad po ang misis q ng insurance ng sasakyan nung jan 12 2018 sa BPI Camiling branch then on Jan 16 2018 nag deduct po ang BPI Dagupan Business Center sa accnt nmin n intended po pra sa investment nmn. so nag double po ung bayad nmin. Sa end of january mag babayad po kmi sa investment po nmin, eh ano po ung pambabayad nmin, kinuhan po nila. pabalik balik po ang misis q tawag dito tawag doon. tapos after a week sasabihin nila 2-3 weeks p po maaayos ano po ang magandang gawin dito, kc po baka magka penalty po kmi. Bkit ang bilis mag bawas pero pag magrerefund ang tagal.