Bank Statement Woes

COMPLAINTS, VIOLENT REATIONS AND MORE RANTING...
I hate banks who get couriers who not only DO NOT do their job in delivering bank statements on time, but end up giving private materials to wrong individuals without double checking information. What makes things worst is that their so called "customer service" hotline does nothing but take your complain and ACTION will ONLY be done when the matter gravitates to a higher level.

RANT #1 : STANDERED CHARTERED BANK

Since January this year of 2004, I have been receiving my statement 3-5 days before the due date of the statement. I've always received it between 5 - 7 working days after my cut off date. And to think I just live within the vicinity of the bank's location! What happened?

On my first complaint last April, the supervisor told me that they have changed couriers for this year, thus, the delay. I've complained several times after that only to end up not receiving my bank statment at all when it's due tomorrow!!!! Even if there was technology available like fax (we don't have a private fax at home), email (usually sent in encrypted format thus confusing to understand) or voice prompter (not updated & doesn't work for card nos that have dependents, thus confusing and inaccurate as well), its still important to get the hard copy of your statement (in case of problem, its there for evidence purposes). The first CSR I spoke to even tried to challenge me with my math...telling me that I receive my statements EARLY when I got it 3-5 days before deadline. (NOTE :: the CSR told me that I got my statement 2 WEEKS prior to the deadline, thus when I receive the statement June 23 and my deadline for payment is July 1...does that count as 2 weeks? You do the math!) I got so pissed that the next time I called, I just went straight to the supervisor...and lo and behold...she forgets to get back to me as she promised. What's the use of having supervisors who don't know how to supervise in the first place? Its called CRAP...they are called CRAPPY PEOPLE.

MORAL LESSON OF THIS STORY?
In customer service, small matters MATTER a lot.
Never make a promise that you can't keep. The client always remembers those promises.

RANT #2 : BPI ESPECIALLY THE ROCKWELL BRANCH

I have not received my 1st quarter bank statement at all. I went to the branch to complain and they said that they would get back to me in a week, which of course, they NEVER did. Calling the hotline was the means that eventually got me a copy of my statement but it took about 2 months!!! What got me even more upset was for me to find out that my bank statement was received by a DR. ANTONIO SALVADOR of whom the name, nor the gender exsisted in this house hold...more so in the village that I live in. Oh what crap couriers get themselves into! Don't they even read the address that they deliver statements to? It's not funny cuz bank statements are supposed to be private and confidential matters...not that I have millions in my account...but still, I don't want people to know about my finances!

MORAL LESSON OF THIS STORY?
Never challenge a client that has already gone through the same problem over and over again. Check and double check your facts (i.e. SOPs) before telling the client what to do, less you want the client to wring your neck.
And again, whenever making a promise to clients, always make sure to keep them.

THOUGHT OF THE DAY...
In customer service, promises are made, not to be broken but to be kept.
Promises made and are broken can bring you BIG trouble BIG time.

Time to close that BPI Rockwell Account. VERY BAD SERVICE.