Why I Hate the Big, Bad Bank
Once upon a time, I had to open a new account in another bank. I have always been a loyal patron of the Bank of the Philippine Islands – or BPI – but I thought opening an account with another big bank was a good idea. (Darn, I should have stuck with BPI.)
It’s a problem if you don’t have money. It’s also a problem if you have money – and you choose to entrust it to the “big, bad bank”.
I will not mention the name of the big, bad bank. But if it’s your bank, you can relate immediately. This bank in question doesn’t really care much about customer service; all they care about is their inconvenient protocol.
The Big, Bad Bank’s Mobile Banking Process
I wanted to enroll for mobile banking at my new bank – let’s call it BBB (short for big, bad bank, of course.) I told the teller my intentions. The teller informed me that I had to go online, print out the form, fill it out, and come back to submit the form.
I scratched my head. I was already inside the bank. Didn’t they have a form right there? I didn’t see the point in having to go home just to print out a form which I have to submit by going all the way back to BBB. It just sounded like it was a waste of time for a client like me.
I asked the teller if it was possible for them to kindly print out the form for me so that I didn’t have to come back. However, she said I really had to use my own internet connection. SIGH. Fine, fine. I decided to go home and come back later.
In the meantime, since I was already inside BBB, I thought of having my statement of account printed out. I was having a hard time reconciling my bank account with my deposits and withdrawals, so a printed copy would have done me a lot of good.
Thus starts my second dose of hellish customer service.
The Big, Bad Bank’s Printout Fees
At my original bank (BPI), I could request for a printout of my statement anytime – for free. It was supposed to be a bank courtesy: in the era of ATM cards, we no longer have bank passbooks that we can consult for the most recent transactions. (BPI also sends me a statement of account by mail every month without my telling them to do so – it’s part of their customer service. I love how they have initiative.)
But I digress. Going back to BBB, I asked a teller to please print out a list of my latest transactions. I was a little shocked when they told me it would cost me PhP150 (that’s almost $4).
Was their paper made of gold? Sheesh. I then asked why it cost that much to have a statement of account, which I was entitled to as a customer who had an account with their bank in the first place. I then looked at the paper – it was ordinary printer paper, and it used something like dot matrix to print out the information. Nothing special there.
It looked like the big, bad bank just wanted to squeeze out more money from me than necessary!
The Big, Bad Bank’s Online Forms
I was very disappointed – and a little ticked off – by the customer service of the big, bad bank. But what choice did I have? I went back home and got online to print out the form for mobile banking. Remember, it’s the form I had to print out at home despite my actual presence inside the bank, and I had to go back to the bank just to submit the form.
Imagine my frustration when I found out that their online forms were currently unavailable!
Wow, that was the end of the line for me. It seems like that bank really cared very little about the comfort of their customers. There was no effort to make it easier for customers to sign up for mobile banking inside the bank itself. And even online, there was no way I could access the form. God knows when the forms will be available again!
I told my family never to transact with that bank. And I was grateful that most of my money now is with the bank that has served me well for the past ten years: Bank of the Philippine Islands.
Disclaimer: This is NOT a paid blog post. I was in no way approached by BPI to share this. I am just one of the many disgruntled customers of the big, bad bank. How about you, have you been a victim of really bad customer service from the big, bad bank? Or maybe you have complaints about my good ol’ bank (BPI) instead? This is blog post is open to both sides – do share your stories. And do visit my Facebook page – maybe the big bad bank won’t appreciate your efforts, but I will!