Last week, I was surprised to receive a credit card from East West Bank. I don’t remember applying for one. When I opened the envelope, it said there that I have to fax the latest billing statement of my existing credit card to activate my card. So I called the their 888-1700 hotline. I told the csr that I do not have an existing card as I am an extension of my mom’s Citibank. But still she told me to fax it and wait for their confirmation. To make the story short, I faxed my extension card bill 3 times, called the hotline more than 7 times, texted the 2 numbers twice and still received NO confirmation or whatsoever!
I had to mass email EWB about this for wasting my time. I haven’t even started using the card and I am experiencing bad service from them. What more if my card got stolen or if suspicious purchases had been registered to my account? How the hell are they going to help me if simple things like card activation seems like a big work for them?!
Here’s an excerpt from my mass email.
…To make the story short, *I faxed my bill twice *(fax copy of citibank billing for supplementary card) *to 3258817,* *called the hotline 6 times*, *texted 2327 and 09178902327 twice and still haven’t received any feedback from you*. I called again this morning and the csr said that as per record, no statement of account has been received. What is wrong with your system? How many times do I have to call, text and fax my bill?….
> What will happen now? I haven’t even started using the card and I am
> experiencing this bad service from your bank.You should take a look at how your system works and do something about it. Stop wasting your customers’ time doing the same thing over and over again.
> I demand that you give me feedback about this, after all, this isn’t my
first time calling your attention.
In the afternoon, I received a phone call from the Support Team Head, Donabel Tan.
Here’s an excerpt from her letter.
…With regard to the Customer Service Representatives that you spoke with, rest assured that the necessary counselling and re-training have been done to avoid similar cases in the future.We truly would like to apologize for all the inconveniences this incident has caused you and we certainly appreciate the feedback you have given us…
To East West Bank, I appreciate you calling me aside from your reply through email. I just hope that this will not happen again to any of your customers.
But then…
Here’s another incident.
> Thanks for your reply. I appreciate you calling me personally to address my concerns. In my haste to email you, I wasn’t able to proofread my letter.
> Anyway, I have another concern regarding your agents. Last Friday, at around 6 pm, one of your agents called our office. She spoke with my colleague Eden Ureta. The agent wanted to speak to someone who can verify Eden’s employment status here in our company. So she passed the phone to me. This agent named Margaux asked me questions, I answered some of them, but later on told her that the person who can answer all her concerns was already out of the office. I told my colleague also and she said to tell the agent to call again on Monday. So I did. But this agent said, “wala na kasing time sa Monday!”. I told her again to call on Monday and she repeatedly kept saying “kasi ngayon lang ‘to”. I asked her “baket kasi ngayon lang, eh 6 pm na”. Then she said, “eh marami rin kasi kaming ginagawa!”, as if I was begging her to help me apply for a credit card that she had to use that tone on me! That’s when I asked where she’s from, she said she’s from EWB. I was pissed because I just had an encounter with 7 of your incompetent agents last week. But still, I told her to just call back on Monday, but she kept insisting that I had to put the phone down since we were already going home.
Having told her that, I assumed that she wouldn’t call again, but she did, twice! I even told her that I will file a complaint and she just casually said, “sige magreklamo kayo”.
>
> In short, that Margaux agent was rude!!! This another example of your terrible service. I really suggest that you train your people well before putting them on the floor. This reflects badly on your company.
>
> I really hope you do something about this
There you go.
ayos noh? East West Bank should reprimand rude and incompetent agents like Margaux and the 7 agents I spoke with last week. Then if after the re-training they receive another complaint from their customers, they should be FIRED! EWB shouldn’t let people like them ruin their reputation.
yun lang.
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bad service, credit card, east west bank, poor bank service, poor service from East West bank
