EastWest Bank (Philippines) review: Auto loan bayanihan act, 2 years to get the car title get the title, worst customer service!!

My auto loan was supposed to be finished in 2022. I now live in the US so when I went home, I did all the paperworks only to be told that I still owe 84k due to Bayanihan Act. I opted out from this, didn’t approve, and continued to pay my monthly amort. The calculations didn’t make sense but I had to pay for another 6 months. Then last year I went home again in Nov. The loan was completed in Aug 2023 and I still had to pay 22k to close the mortgage. Again, I completed the SPA so my sister can pick-up the collateral docs from BGC. From Nov until now - Feb 2024c they are still validating the SPA, my passport etc. The countless back and forth with different customer service staff asking for the same thing over and over again is exhausting, ridiculous to say the least! There’s no passdown of information. One would acknowledge the receipt. Then another one would ask for same docs again! Here are the customer service staff who has been dealing with the validation for 3 months (Jo Guetan, Gelo Magat, Heart Ortega, Edward Cabuluosan, Yel San Juan, Jen Tan, Julia Carcido). I wanted to talk to their superior (overseas call) and I was put on hold almost an hours, until they hung up. You are over complicating a pickup of car title which I already paid 2 years ago! East West Bank, you need to at least provide decent service to your customers especially to Filipinos who live abroad.