Bank Of The Philippine Islands [BPI]
Reviews and Complaints

What s the use f senior citezen and preferred banking if they are prioritizing the normal line here in bpi branch bicutan the line for preffered and senior citizen line you have to wait longer than the normal line and the people assisting here dont even care bout the preffered line so what is the use of being a premium card holder if we dot get the perks of veing a premium holder

Hi bpi makes banking difficult.

First depositing to your account which was opened in different region has a fee, well that's still ok, but today I was trying to make deposit and they won't allow it.

Second their online banking and customer service hot line is not good, no body is answering at all.
First I made the online banking few years ago around 5 years already and forgotten the password and the email associated with it. First I received a call from them and said you need to make a deposit and or withdrawal. I just did that, then they required that I should use the old email address which can't remember since it has been a while. Now what?

They don't service your online problem thru their branch where in it is much easier to verify your self you can give your finger print with your government issued id.

And also while on que at the physical branch just for card replacement it took me 2 hours. And they allowed someone who was not on que to get in the line they said that, that customer is a privileged one. Damn! If they are privileged you should not entertain them on that que much better it the manager assisted them.

1. Bpi deposits to account is difficult they don't even entertain that.
2. Then online banking is not good at all.
3. Costumer service que does not have average handling time for customers making customers waiting for hours and hours.

Hi. Can unplease check ur bpi branch in St. Francis a lot of clients is coming to transact in the branch but 2 to 3 tellers are assisting sometimes even 1 teller. It takes 30mins to 1hour the waiting time of the clients to finish their transactions. If there is a volume of people the manger must have a strategy to cater and assists the needs of their clients. Sometimes kung kelan mdaming tao sabay sabay ngcclose ang teller resulting to longer line ups. They are not customer focused so dissapointing. Hope to act on it. Thank u

Today, I went to BPI JP Morgan BGC around 3PM to buy dollars and was given a number to fall in-line. I was serviced at 4:10PM! And was told the cut-off was 4PM! I don't know if you will actually do something about this because it's already done and I just had no choice but to walk away angrily! YOU [censored]ING WASTED MY TIME to think that I just stepped out of the office to do this!

The information that was provided to me by the branch manager of manhattan different information regarding with the delivery of my credit card. It was so disappointed that she's the branch manager but don't know how to handle the client. I hope next time when they are giving information to the client I hope it's true. It's already more than a month but i'm still not yet receive my card. This is not a good customer service. You must educate the staff here in this branch. Thanks I hope I will get a responce regarding this.

Worst service ever! BPI Tacloban
Naghintay nang ilang oras sa pila pra makapagwithdraw over the counter. Tapos nung tinawag na number ko sabi kelangan hintayin signature ko from BPI Justice (kung san ng'open ng account)..ang nakakainis sabi ng teller hindi daw sure kung magrereply o kung anong oras magrereply so ibig sabihin maghihintay ako ng walang kasiguraduhan. Naghintay na ako for almost 2hours, maghihintay pa ko sa sinasabing signature. Bakit kung kelan magwiwithdraw saka isend ung signature ng client? Bakit nung hindi pa?pra mas mabilis proseso..2019 na ngayon high tech na. Importante din ang oras para samin. Twice na nangyari sakin to, ung isa sa BPI Marasbaras, ung una pinalampas ko. Pero ngaun sa BPI Rizal. Pano nalang kung nasa Manila ako kelangan ko pang pumunta ng Tacloban BPI Justice para lang makapgwithdraw?

I tried to withdraw my money amounting 4900 pesos on country bank bigte norzagaray branch at around 6:20 am today. My original balance on my atm is 4973 pesos. When i tried to withdraw the money did not dispense and when i check my balance it is debited and my remaining balance is 33 pesos. The trace number of the receipt is 258568. What should i do to get my money back. i need it for the payment of my monthly bills and it is due on monday. Please reply

I'm currently overseas and need to move money from my BPI bank account in the Philippines to New Zealand. I've been sending multiple emails to the bank's customer service ([protected]@bpi.com.ph) asking how to process the transfer.
My email was easy to understand to ensure the least amount of confusion.
"I'm currently in New Zealand and might need to transfer funds from my BPI account to my New Zealand bank account. How can I do this?"
9 days later, there was still no response from anyone from the bank. I sent my email again.
When I finally get a reply, it's about how to send money to the Philippines and not out of it. Worst part is the text was just copied from the bank's website. I clarified that I did not want to send money to the Philippines. I needed to move money from the Philippines to New Zealand.

The next response is again the same kind of information. It's text that was copied from the bank website about how to send money to the Philippines.

It has now been 15 days since my first email and I am no closer to getting the information I need.

All I needed was information on how to transfer money from BPI to my New Zealand bank account.

I use many diff banks and they are all courteous &quick. I heard BPI was also a top bank, I decided to open an account. I went to the Adriatico branch just outside Robinson's. The staff- unaccommodating. I waited a long time. He didn't want to process the necessary documents even if I had my requirements. He focused on the phone even though Iwas there. Counter 4 Nov 14, 1pm.

I am an OFW in Saudi and currently, am trying to enroll my mother and my brother's as third party beneficiaries. I send money to my own account in the Philippines every month and I even got en e-pay card for my brother. I have an online banking account which is active which I use to pay bills. I have been trying to add my brother and mother's account and I have just found that I am not the only one encountering this nonsensical problem caused by BPI's archaic system of account enrollment. My God! You actually need to MAIL or SEND this enrollment form IN PERSON within 10 days of application?! I don't think they even considered us, OFWs when they made this protocol. I tried to print and sign then email the scan to my mother yesterday then I made her submit it to the branch of my bank account. Much to my dismay, they denied it because it isn't the ORIGINAL application form.

The hell?! I am a FEMALE OFW in one of the strictest region of SAUDI ARABIA and I can not just go out on my own to send this document in saudi post. I have tons of work --- 12-hour shifting duty-- and days off are hard to get because of staffing shortage. And if I do get days off, I still need to get an outing permit and transportation appointment JUST TO SEND THIS DOCUMENT.

I recently found out that I am not the only one facing this issue as I have seen various comments on youtube on a certain tutorial on account enrollment. I hope they improve their system and give more leeway to those who are not residing in the country.

I used to deposit money to this branch every month right after I get my salary for 3-4 years. Everything was fine until last October 23, 2018 around 12nn.

I was about to deposit my money. I went first to a machine near the entrance to get a number. Unfortunately, It was not dispatching any number. I think it is broken. I went on to another machines and yet they were broken. To my frustration, I went to the last machine and finally it worked well.

I went straight to the counter and out of
4 counters, only 1 is open. Imagine, in a business district, you would see that scenario. We were around 3 customers that time. I said to my friend, I think we would need to wait a bit longer to be accommodated.

One teller heard me and she immediately opened her counter. It was my number, P27. She immediately asked me, '' where is your gold card''. I said ahmm, gold card? I gave her the number. She said in a DISGUSTING tone '' mam pang preferred client po ito, pregnant and pwd. May nauna pa na senior sa inyo. Next time dun kayo sa normal lane''. I was shocked with the statement and I immediately looked back. We were only 3 or 4 customers in the bank. No preggy nor pwd. I said, ''mam sira po ung 3 machines. Gumana lang ung sa dulo. Hindi ko nabasa na pang preferred un. Then she said in a very unfavorable voice tone, '' kaya nga mam, next time sa iba kayo pumila''. To my dismay, I said.' 'Mam sinabi ko na. 3 sirang machine, san ako kukuha ng number? Hindi ko alam na preferred un. Maghihintay ba ako na maayos ung machine para makakuha ng normal na number? She rebutted again with the same excuse. I decided to shut my mouth and just rolled my eyes. Igave my money for deposit worth 120 000. She didn't say anything after that.

I was totally irritated thinking that I got my salary thru BDO and I just wanted to transfer some to BPI. Just thinking all the hassle and I have two policies under Philam amounting to 6500 monthly. Why? Why am I getting this bad customer service from BPI.

She could have said, '' Im sorry ma'am for the inconvenience. We'll try to fix the machine/s as soon as possible'', then get the money! She is so authoritarian. Why was she placed in a preferred counter if she has that kind of attitude? Bdo tellers are more pleasant and accommodating. The reason why I'm placing my money is because of insurance.

Please fix that kind of customer service.

Customer Service is not replying on emails.
Even BPI MS reply takes a few days. As if they dont like to have a sale. The company should set scorecards and metrics for the agents turnaround time on replying to emails. I am located outside of the country and totally relying on emails as form of communication on this bank, and consistently receiving poor customer service.

Oct 15, 2018. Bpi tabing ilog branch. Im at the bank at exactly 12pm and my transaction was process at 2pm! Super bagal. Isang teller puno ang bank. Isang teller lang nag process, medyo may edad na nakasalamin. While ung short hair na round eyes parang wala lang sknya ung haba ng pila. Sana may speed of sevice din ang bank. Nkaka buryo mag antay para lang sa withdrawal. Ung isang teller relax lang sa ginagawa ng table while ung teller 2 antagal mag process per transaction. Di sila na bother sa haba ng queue number. 2 hrs waiting time para lang makapag withdraw. I never encounter this at other branches.

I sent an email request for the conversion of my BPI Real Thrills Rewards (RTR) points to Getgo points last July 25, 2018. I received no feedback or response so I sent a follow-up email last August 8, 2018 but to no avail. I then sent another follow-up email last August 16, 2018 and received a response last August 21, 2018 from a CSR named "Amor Raymundo" stating the terms on points conversion which I am fully aware of in the first place that's why I already stated in my original email all the required details. His email also stated "Once you are amenable with the conditions, please send us another e-mail." which is not the response that I needed given that my request is already a solid proof that I am amenable to the terms and conditions on points conversion. Still, I sent another email that same day stating that I am fully aware of the terms and conditions and requested that they proceed with the processing of my request and received an email confirmation from "Marga Balita" few hours later, stating that my request was logged under Service Request Number (SR#) 1-[protected] and forwarded to concerned department for processing within 10 banking days. Almost a month had passed but I still hadn't received any update or feedback regarding my request so I again sent another follow-up email last Sept. 18, 2018 asking for an update and stating my frustration on my unprocessed request which already took months. I received a response (Service Request Number (SR#)
1-[protected]) the following day from "Marga Balita" stating that my request is still in process and assured me that they will revert to me once feedback becomes available. Days have passed and I still haven't received any feedback. Upon checking my BPI Statement of Account (SOA) for Sept. 2018 last Sept. 25, 2018, my 5, 000 RTR points were already redeemed but no Getgo points were credited in my account to date (October 2, 2018).

Kindly inform your employees at BPI Laoag Branch espacially at Balintawak St. They move very slow. If you can see customers waiting you people of BPI, you need to make your transactions faster! WTF! Is it 1hr for you to assist a single customer ? Very poor customer service! You need to terminate employees who are slow movers! Very bad experience from you bank! Send them back to training! Get Lost! Get a life!

I'm Cristina Esteban.
When I need BPI to call me because of the mortgage money and last payment there was no problem in fact that service was smooth I was satisfied.
Now when its a different issue. BPI Phone bankers makes it as complicated as possible. Why is that?

I was scheduled a callback today Sept21 between 8am-1pm London time. I received a call 8:49 also 9:23. Both did not ring and showed voice message but did not leave a msg.
I want to set up Bill Payment and have been trying to resolve this for more than a year.
I called to resolve issue.
1st call Phone Banker hung up.
2nd Phone Banker was not listening to me. I ended up being on the phone for 21mins but not set up bill payment.
She was asking the usual confirmation questions then she ask for my USER NAME on my expressonline acct. That is unethical. Do BPI train phonebankers to ask for my password as well?
I asked her name she initially told me her name is "Ann" I asked again for her whole name she said "Carmen Soriano"
This call transpire Sept 21'2018 from 9:46am London time (4:46pm phils time).
I request you to listen to my call. That Phone banker should be fired.

I was mocked and yelled at BPI Lopue's East Branch Bacolod City around 3pm MNL today September 21, 2019.

I was asked by my new company to open a payroll account and bring 2 vaild ids. When I came in, I was asked fo fill in some forms and lastly asked for an id picture. I told the officer that I was only asked to bring 2 valid ids. Then another staff sarcastically said it's our process and my company is different from BPI. Then this is all the extreme talk started.

I tried to explain to them my frustration that it's fine, I'll just come back some other time. It's just a hassle that I stayed away from that branch and I was not informed exactly what to bring. This is my frustration to our HR.
Then, that staff raised her voice with sarcasm that they don't care about the company and I am only opening an account through them. Also tried to explain the bank process.

I told her, I completely understand and I am not blaming them, I am only frustrated then she gets mad and raise her voice at me saying YOU SHOULD FOLLOW OUR REQUIREMENTS FOR WE ARE THE BANK AND WE DON'T CARE ABOUT YOUR COMPANY. WE WILL NOT APPROVE YOUR ACCOUNT. YOU ARE ONLY OPENING AN ACCOUNT WITH US.

I was trying to understand why she was so mad and did not acknowledge my frustration. I told her you don't have to say those for I am not blaming them. I am just expressing how I feel because I am on graveyard shift and was not able to get enough sleep yet to open an account and need to go back for I was not informed about the complete requirement.

Then the lady staff yelled at me that I should listen and respect her for she is older than me. I walked out the branch while she keeps on yelling.

I am planning to move my account to other bank and stop my life plans. Also I want this action asap before I post it all my socialedia accounts.

I open a new account in your munoz market branch on sept. 19, 2018 It took me almost 2 hours for that because the girl (approving officer) is so busy doing her client first even I was first on the line, Why do I have to wait that long. Please do some changes on that thing if she is so busy on her own client she must not accept all the workload. Waste of so much time and incovenient for me because I wait for bank opening to finished early but what happened. If it isnt for my company payroll I will not qait that long.

HI BPI
Whats been going on with all your cash deposit machines? All the cash deposit machines in the malls in Glorienta and Mckinley Hills are all offline. Months and Months now! Gusto nila pala e pumila lahat ng tao sa mga counter nila.
E mga tellers nyo mga filingera! Kala mo hawak nla oras ng mundo. Ang babagal.
Baka kc sobrang bobita jones naman mga telelr nyo, mahihina utak kaya mahina din kumilos. Kaya wlang asenso yung bangko nyo.
so ayaw mong magaya sa malas nila sa buhay at masayang oras, sa machine ka sana magdeposit, JeskeLerd, all offline!
Bat kc naka display pa yang mga yan? Sana sunugin nyo nlng. wala kc mga silbi!

Canada time:
11:19 PM
5th September 2018

Snip of the decision given by SM of Malabon Branch:

Rey,

I hope I can explain this as clearly as I can for a better view of the situation. Every bank maintains an account
to some international banks which means that some banks may not have an account to other international
banks.For example, if there are 100 commercial banks in US, BPI may only have an account to 3-5 or more
commercial banks in US but not all. Having said that, these commercial banks are BPI correspondent banks.

I would like to illustrate below how the funds were transmitted

from :BPI, PHILS>>>>>> TO: JP MORGAN CHASE, NY>>>TO :ROYAL BANK OF CANADA>>>>TO: COAST CAPITAL SAVINGS CREDIT UNION

As mentioned by Ms. Babita, correspondent bank used by JP Morgan Chase should have been Deutche Bank
Trust and not Royal Bank of Canada. Actually, I verified this to our Remittance Division and told us that
JP Morgan Chase do not have an account with Deutche bank Trust or simply the latter is not a correspondent
bank of the former. So, JP Morgan can only send the funds thru its correspondent bank which is Royal Bank of
Canada that converted the funds into CAD. We regret to inform you that we can no longer correct the transaction
since the conversion was made by the correspondent bank.

Thank you.

END OF SNIP (Please see attachment as well)