This incident happened to me Friday at around 2:40 PM, i am sure of the time because of the fact that the machine coughed up receipts indicating that the BDO ATM at the Supermarket level of SM City Baguio was unable to dispense cash. Unfortunately when i did a balance inquiry the money which i intended to withdraw was already debited to my account. I used my Unionbank EON card to withdraw money on a BDO ATM, it has always been that way and this is the first time which i experienced it with this bank. Several years ago i experienced the same situation but the money was returned in the evening of the same day after they balance their sheets i guess.
Going back to the BDO situation, knowing that i can report this matter to BDO i went to their Bank located at SM City Baguio, rushing and not even minding that i was able to climb the steps going up to the Upper Ground floor, running and with ease. Why i was in a rush? because i want this matter to be solved immediately as the money was supposed to be payment for rent and for salary. After reaching the office i had to stand in line waiting for my turn (Which by the way BDO should provide chairs for your clients and not let them stand in line for a very long time especially those going to the tellers) when i finally got a chance to talk to a BDO employee she said that the only thing she can do is to help me call my banks customer service, Okay maybe that is the process so i went with her suggestion and she was kind enough to dial and let me use their phone.
UnionBank Customer Service
It took a while before i got hold of a customer service representative from Unionbank who informed me that she will make a request for this for BDO to check and from what i can understand is that it is up to Unionbank and BDO to settle this matter, and she told me the waiting time would be from 5-7 banking days. This made me a lot more frustrated and i asked her if there is a way to speed things up, the reason i asked is because when i experienced this several years ago it was promptly returned by the bank (i think it was DBP at that time) to my EON card.
Confusing Instructions From BDO
As an employee you are carrying the name of your company so always act according to what is best for your company, and in this case give the best service to your clients the lifeblood of your company. I am saying this because i was asking the kind lady from BDO if what can we possibly do on their end? I showed proof that the machine did not dispense any money but instead dispensed a receipt stating that the machine was unable to dispense. She asked me which specific ATM did i use and i told her the second BDO ATM from the left located outside near the supermarket and souvenirs area. She told me that this is being handled by BDO Luneta (referring to luneta hill the BDO Branch just beside the police station) she told me that they might be able to help and i can ask them. So in a hurry i dashed towards that BDO branch and thankfully not too many people are there so i immediately was entertained by their teller/banker/representative so after telling her my ordeal she told me “Sir bakit pa nila kayo pinapunta dito pwede naman sila tumawag“. My tired heart can only take one more frustration, i just said i don’t know. She offered to help by calling BDO customer service, unfortunately, assuming from what i heard in their initial conversation she told the customer service who was in the other line that “Gusto lang nya may makausap from BDO” ugh obviously that would give the customer service personnel on the other line a different impression that i am a difficult customer which i am not. True enough the customer service at the other line obviously was just trying to brush me off and was already condescending. So i just ended the call since obviously i was not going to get any helpful advise. (Ms. BDO customer service to whom i talked to on the phone yes you already sound condescending i just didn’t try to argue nor point out your attitude because i was already tired, i hope you read this).
So things got delayed, payments got delayed twice as those payment for my rent and team members should’ve been given earlier had it not for clients’ delay of payment (but that is another story), and now this delay to which me and my team are suffering from because of something that isn’t our fault. Imagine that, a corporations’ fault and the little guys are suffering…sounds familiar?
It is already the third banking day if we count the time since i reported this to the Unionbank and BDO customer service and still my money was not returned. I do not believe that these huge corporations cannot settle this matter quickly as quickly as that of i experienced several years ago. So i started searching online and lo and behold what bank comes up in page 1 of Googles Search for the keywords “ATM did not dispense but debited my account”. Two huge banks BPI and BDO. What strikes me the most is the fact that the forum on the case of BDO sounded familiar, the victim withdrew the same amount of money, using Unionbank Card, this is weird, BDO you should check your system. Another notable case is from this blog where this happened to him twice using a BDO ATM and his Unionbank EON Card and a lot more scary as there was no recorded transaction but there was a debited amount!
The people who commented on that blog post gave a helpful information that might just speed things up for me, so i am trying that out today (Tuesday December 8, 2015).
Hope i will be able to get super delayed money back!
Wish me luck!