Banco de Oro ate my money (**updated 10 Dec.**)
The Banco de Oro ATM outside the new SM Sucat Building, the machine near Starbucks, ate P5000 of my hard-earned money last 28 November and has not given it back until today. I am not a BDO depositor, which makes me doubly-damned. Our payroll account is with Unionbank EON.
Granted, accounts debited without dispense are usually resolved between 10 to 15 banking days. That may mean almost a month, perhaps even more considering the coming holidays. Five thousand pesos is no joke to lose. I did not misplace it, I did not gamble it away, I did not spend it on stuff I did not need. No, Sam just tried to pull it out (at my request because I was in Masbate at the time) from Banco de Oro’s ATM which charges me P12 per transaction for doing so. I do not know if BDO still charged me the P12 for eating my money.
Sam reported the incident to BDO’s customer service center (he made the phone call from within the BDO branch inside that same SM building) within minutes. A customer service representative named Giselle told Sam that although the money may be returned within 24 hours, it usually takes between 5 to 10 banking days. Giselle also told Sam that she could not give him a reference number, since the card used was not a Banco de Oro card.
My co-worker Abi called Unionbank immediately after Sam reported the incident to her on the same day that it happened. Unionbank gave Abi a reference number that I can quote whenever I wanted to followup on the status of the money-eating incident. I called Unionbank a few minutes ago stating the Reference number, and I was informed that there has been no feedback from BDO at all since the reported incident.
With rising blood pressure I called BDO’s customer service at 631-8000. I repeated my concern to a Customer Service Representative named Allan. He said incidents like this usually took 10 banking days to resolve. I asked him if he knew why Unionbank has reported no feedback from BDO. He said he couldn’t help me. I asked him if Giselle was around, but he said she was on morning shift. He recommended that I call in the morning at 11am so I can catch Giselle.
I dislike the cavalier manner by which these customer service representatives treat incidents like this. This is not a matter of the depositor being careless, this is a machine failing under their responsibility. In fact, guards at the BDO branch were Sam filed a complaint reported that four other people had reported a debit without dispense on that day on that same ATM. It took them that long to post an Out of Order sign on the machine. It is an endless bout of finger pointing as to who should be responsible for returning my money (BDO says Unionbank will return my money, Unionbank says BDO has not told them to return it as of yet).
I have heard no apology from any BDO representative that we spoke to since this incident occurred, no “Pasensiya na po sa nangyari”. We are being made to feel that the ATM’s failing was our fault, and that we should have stuck to withdrawing from our own bank’s ATM machine. If that is so, then what is Bancnet and Megalink for? What is the P12 transaction fee for? What is the P2 charge every time we make a balance inquiry via other banks’ ATMs?
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(Update: Dec 9) Shortly before 10am today I called BDO again and spoke to Jason this time. I told him about my conversation with Allan last night.
Jason gave me a Case Number, contrary to Giselle’s report that I could not be given one since I was not a BDO depositor. Jason also asked for all my contact numbers, because BDO will call me as soon as there is a resolution to this incident. This is better news than the one Giselle gave Sam more than a week ago. However Jason said that resolution time is 10 banking days maximum. If it came to that, I don’t think I’ll see my money back before Christmas.
However, the helpfulness extended by Jason brings me a bit of hope. Will BDO come shining through for me this Christmas?
Let’s wait and see.
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(Update: Dec 10) After more than five calls to both Unionbank and BDO this morning I have been informed of the following:
- There is no record of my ATM Card number having done business with the BDO ATM at SM Sucat. This is what has been reported to me by at lesat three different BDO Customer Service representatives this morning who looked at my case number on file. They did say this could be because the ATM lost communications with their bank during transaction, when it came offline.
- Unionbank reports that they have been in contact with BDO ATM Center since the day the incident was reported, but there has been no feedback from BDO on the incident.
- BDO says they have not been contacted by Unionbank regarding the matter. BDO also says since there is no record of my ATM card having done business with that particular machine they are under no obligation to initiate communication with my bank.
This is pure b.s. If there is no record of my ATM card having transactions with their ATM machine how come I have in my hand a balance inquiry receipt from the same ATM machine that ate my P5,000 reflecting the balance of my account? I am sure they have a record of that transaction, as they also charged me two pesos for the balance inquiry, as well as P12 for the withdrawwal transaction which they say also does not exist.
Unionbank claims that their ATM center is in touch with BDO’s ATM center and that the matter is being expedited. Why does BDO customer care say there has been no feedback from Unionbank? Because that’s what the call center agents see on their system. In other words, the system isn’t worth the current it runs on. In simpler words, BDO’s system stinks.
This morning I spoke to Joey, Camille, Rommel, Reth and Me-ann of BDO Customer Care. None of them offered any token of apology for the incident, all succeeded in raising my blood pressure and distress by telling me the transaction I was claiming is not recorded for that particular ATM. This is unacceptable. If there was no record of the transaction why was there a transaction fee? I made two transactions on that machine, a withdrawal (debit without dispense) and a balance inquiry shortly after, both charged with the corresponding transaction fees. Why are they telling me that those transactions were not recorded?
Is it something to do with the four other victims of debit without dispense that the BDO guards told Sam about, just as they were putting the “Out of Order” sign on the machine? I’m sure the BDO Branch that handles that particular ATM has a record of the machine being reported as out of order, as they did put the sign on the machine. Can’t BDO trace that and confirm that the machine was indeed malfunctioning on that day?
BDO owes me more than just the P12 transaction fee to a failed transaction that has brought more inconvenience to my family that they can imagine. My daughter had to be taken to the ER that same week because of suspected dengue or UTI and we needed that money, money that a BDO ATM terminal ate because of a malfunction and which BDO is now claiming did not happen.
The case is still open and I am still hoping that BDO as well as my issuing bank Unionbank will come through for me before Christmas. Otherwise I may be saying good-bye to P5,000 of my hard earned money, but I’m telling you now I am not going to let that happen without a fight.
I’ll keep you posted.
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13 Comments on Banco de Oro ate my money (**updated 10 Dec.**)
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mari on
Tue, 9th Dec 2008 4:41 am
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Panaderos on
Tue, 9th Dec 2008 4:44 am
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backpacking philippines on
Wed, 10th Dec 2008 8:51 pm
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sitsiritsit on
Thu, 11th Dec 2008 6:11 pm
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megan on
Fri, 27th Mar 2009 6:39 am
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bambit on
Sun, 29th Mar 2009 6:28 pm
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CCJ0308 on
Fri, 29th May 2009 10:00 pm
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Homer Y. Lariba on
Fri, 29th May 2009 11:29 pm
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lovelly on
Sat, 20th Jun 2009 2:03 pm
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lovelly on
Sat, 20th Jun 2009 2:51 pm
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clan on
Fri, 3rd Jul 2009 9:54 am
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rodjenel on
Sat, 4th Jul 2009 11:21 am
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kers on
Tue, 14th Jul 2009 3:07 pm
Sorry to hear this, Bambit.
In 2003, I had a BDO horror story. I made a withrawal in the amount of 5000 from a BDO atm where I was also a depositor. It was the same branch where I hold my account.
Going back to my story, the machine dispensed 4500 only. It was 500 short. I panicked and so I immediately went inside the bank to report the incident. They said it will take 5-7 working days to have the amount credited back to my account. One week had passed and nothing. I paid the branch another visit and to my horror, yes horror coupled with anger, they told me that the cash count on that day was correct. And there was no excess money in the amount of 500 which I was claiming.
I was really frustrated. I resigned to the fact that my 500 was a gone for good. I hate that bank.
I am so sorry to read about this awful experience. I’ve always had a problem with the length of time these banks take to return a person’s money. Sometimes, they don’t even do it at all. There has got to be a more responsive process these banks can use to respond to their customers’ complaints a lot quicker.
too long is 15 days for that. if it’s another bank i could’ve helped you with it. that transaction is recorded by ATM switch. Talk to Unionbank for them to act on your complaint. i posted a reply to you on my blog and possible reasons for this DWD in my paetechie blog
and i was thinking of opening an atm account with them tomorrow. i’ll have to look for another bank.
same case happened to me and so, i called up BDO call center and said that I have to wait for 10 banking days for them to reverse back my money. i said OMG the Php1,000 ( (i know this is little) undispensed withdrawal which is machine’s fault not mine but gave me lots of hassles and lots of waiting. they should improve this kind of service; and take actions immediately. though we consider and understand that they’ll be needing some investigations but took them lots of time. their call center only gave you a reference no. and tell u to wait and just call them again for any update.
to everyone who has commented on this post and the subsequent second time that BDO robbed me of my hard earned money — thank you for taking the time to air your grievances here. I’m sure there are more people out there who have been victimized by such poor service, but do not have access to internet and resources such as we have. Pasalamat tayo we can make nagging calls any time we want, just to keep these CSRs on their toes. Pero kahit ano gawin natin, we’re up against people who really don’t care whether we get our money back or not. That’s because they think it’s not their money anyway.
Which makes me wonder … has any BDO employee been a victim of Debit without dispense — at sana yung mismong CSR ang mabiktima — para maramdaman naman nila kung paano yung biglang mawalan ng pera, parang na holdap ka at banko pa mismo ang nangholdap sayo.
anak nmn ng tipaklong!!!!ibig b sabihin nito hindi ko n rin makukuha yung pera ko?knina lang nangyari sakin nagwidraw ako ng 9k pang bili ng psp nagmadali p ako kc excited rin ako pinadala lang yung pera ko ng ate ko kaso ang haba ng pila s bdo kya naisip ko magwidraw nlng s bpi pero pagwidraw ko ng 9k wlng lumabas n pera pero yung resibo nabawasan pera ko tinawag ko agad yung guard at sabi nya pasok ako s ofice ng bpi dun ko sabihin ang nangyari..sinabi nung nakausap ko 2-3 days daw imbestigation tapos balik ako folow up ko yung ngyari pero s bdo daw ako punta dun ko claim yung pera ko pero paglabas ko ng bpi dumiretso n ako s bdo pagpunta ko dun pinatawag ako s phone s hot line nila 1-800-10-6318000 sabi nmn nung nakausap ko 10-15days banking d ko gets yung sinabi nya kya pinaexplain ko sabi nya w/in 10 to maximum 15days pwdng maibalik pera ko binigyan nya ko ng reference no. pero kahit maayos ko nakausap mga kurimao n yun tlgng ninenerbyos ako kya paguwi ko nagsearch ako s net bk may mkta akong insident n pareho sakin kaya eto kaso lalo akong kinabahan na sana nilalaro ko n psp ko ngayon pero eto nagpopost ng coment..pero ask ko lang kung sakaling hindi maibalik yung pera ko pwede b akong maghanap ng abugado at magfile ng kaso?sa laki kasi ng kinikita ng mga banko nakukuha pa nilang magnakaw ng pera..yan siguro magndang term para s kanila kasi s mga nabasa ko d2 tlgng magnanakaw sila!!!!..PERO SANA MAIBALIK YUNG PERA KO 9K RIN YUN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Yesterday, May 28, 2009 at 4:00 pm I supposed to withdraw from my LBP ATM an amount of P1,000 at BDO Cagayan de Oro, Divisoria branch… but horrible thing happened, no money, no receipt came out. The receptionist give me a toll free number for me to inquire my complaint, a number that will be answered only by machine and will only give you menu that will not suit your concern. We experienced the same predicament. What shall we do now?
Last may 29, 2009, it was our payday. That day I went to South Cotabato just to attend my brother’s wedding ceremony. My sister and I inquired and tried to withdraw money inside KCC Mall, South Cotabato. The machine dispensed money for the amount of 4, 000 pesos. My sister was so excited but when we attempted to get the money, (I just almost got it) their system already closed.
We reported it to the Customer Service at that mall. I was being told to report it to BDO itself. Unfortunately, it was non-banking hours already so we went bank on that place on the next day.
I was referred by the account rep there that I have to call the BDO hotline. I reported it and I was asked again by the call center agent to report it to BPI.
I called BPI and was informed that it may take 1-3 banking days. I called on the 3rd or 4th day and they just said there were still waiting for the BDO feedback. It so frustrating coz I waited 2 weeks or more and just a message that , “there was no problem with their system, no error, and had no problem with it. I mean that bullshit! BAKIT AKO MAGKO-COMPLAIN KUNG WALA NAMAN AKONG DAHILAN. DI AKO TANGA AND WAG NILANG GAWING TANGA ANG MGA TAONG NABIBIKTIMA NILA.
I kept calling BPI, it’s almost everyday! Asking for any update or kept on inquiring to ATM to see if they already credited my money. PERO WALA PA RIN TILL NOW.
AS WELL AS TO BPI, they cannot do anything about this incident. They pushed me back to my maintaining branch where is BPI LIBIS Eastwood pero ala daw silang magagawa.
I am planning to raise and complain it to media. Lalo na ngayon, maramin palang cases na ganito.
There something smelly going on with this bank.. GUSTO KO LANG IBALIK nilang pera ko, natin. They should have all the records on that day as well the money they put in on the atm, the money dispensed for the clients and kung magkano natira sa machjine nila.
badtrip tlga BDO,they ate my 8thousand pesos last 17 june 2009 and till now hind pa naibabalik…….. sarap pasabugin ng bank nila huhu…. money q nman un hind nila…. what a service….. dpat i banned na lng yan……
it happend to me last monday! i tried to withdraw my cash on a bdo atm machine, 5k din! i was using a non bdo card. i cancelled my transaction when i try to withdraw, kase sobrang bagal ng atm machine nila, to my suprise nabawasan ang account ko! wala man lang receipt, walang cash na lumabas! is this some kind of scam? i reported to my bank, sabi nila bdo daw dapat ang umayos nito! kze kung tutuusin m nga, atm machine nila un! i went to bdo, tapos tinuturo nmn nila sakn ang bank ko! pinagpapasapasahan nila ako who has to fix my problem! i hate banks, i never like them in the first place, ngaun i hate it more! ok lng kung hundreds lng, ill let them pass. pero it was a solid 5k hard earned cash!
same thing happened to me but with BPI. But the thing is, as soon as no money was dispensed from the machine but an amount was deducted from my account, i called up 89-100 bpi hotline and reported the incident. after giving out the details of my account and the machine that i used, they advised me that the money would be back in my account in 2-3days. After 24 hours, i checked my account and the money was back.
I have always been a fan of BPI services except for some of their customer reps that doesn’t know to handle calls and assist querries. haha. but then, it’s always been an ease banking with BPI. Never had any serious complaints with them 
kers´s last blog ..God hears my sighs and cries 
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