EastWest Bank (Philippines) review: Accrued interests on my autoloan due to bayanihan acts 1 & 2, and special payment holiday program 3

I was charged and have to settle the accrued interests due to Bayanihan acts 1 & 2 (BA1 & BA2), and special payment holiday program (SPHP). The original date of my loan was on October 13, 2022 but was moved to August 13, 2023 and that10 months worth of interests from programs that I never availed of. For BA1 and SPHP, I never received any communications from them though for BA2, I received an email saying that I have to inform them if I want to retain the original maturity date of my loan and if don't revert to them, they will automatically enroll my account on this program. I was confident that they will keep my original maturity date as I was consistent in funding my account enrolled in ADA so I did not bother checking the status of my account. Came October 2022, I called their customer service to confirm if this will be my last amortization and they said that it was moved to August 2023 due the BA1 & BA2 and SPHP and they never mentioned about the accrued interests. Fast forward to August 2023, I called their customer service to confirm if it's my last amortization and they confirmed that is indeed my last but I have to settle the accrued interest amounting to around 45 thousand which is almost 4x my monthly amortization due to the said programs. I appealed to their customer service via calls and emails to waive or lessen these charges as I was adamant that I did not opt in such programs but they said that it is already consummated and they are valid charges. They don't also provide the computation and only the amount was given. I asked if they can refer me to someone to report and appeal again but they have no one. I tried reaching out to the Manager in a branch near my office but I was only referred again to the customer service. And today, I settled the amount as it just caused me too much stress and my peace of mind. It was really financially burdensome that I have to borrow money just to settle my account.

I thought the said programs aims to alleviate peoples' financial burden but at the end, it will only gives a bigger financial problem not to mention the time and stress you will experience in dealing with their customer service.