EastWest Bank (Philippines)
Reviews and Complaints

This agent named sophie whatsoever her full name is is in charge of my account on your bank. She talked to me in a rude manner. I just can't imagine someone like her was in a customer service industry. She compared my credit limit to her credit limit when I'm not even asking her. And I'm not interested at all. I asked her full name because I am offended of what she said but she refused to give her full name. She even got the guts to hang up a customer. Is that what you call good customer service eastwest bank?

Very bad attitude Agent. She is a woman.

I am complaining about the agent of Eastwest Bank with Cellphone Number [protected]. She said harsh words. Is this really an attitude of your agents. I retally to settle my past due. But I don't have the capacity to pay.

Hoping for your kind consideration.

Thank you,

Lizette Onate

Eastwest Bank Credit Card Holder

We are closing our auto loan account, should ended dec2021 but until now is not close. We funded our savings account to finally pay the last duedate. But eastwest autoloan telling us that the money is not reflecting in the system, therefore they cannot do auto debit. Then, after a series of calls and branch visit we requested for manual debit. Still, they cannot fix it. Eastwest branch where our auto loan was approved couldnt help us at all. Eastwest telling us the money is not reflecting to their system but the ayre getting 1,800 pesos interest per month and today is april 2022 meaning they've got like 7.2k already.. No coordination - bank branch and autoloan. No help from the bank. They slowly getting all the money inside the account. Low service quality

My mother who passed away has a car loan which is already fully paid. We are requesting the release of the papers but understand that certain requirements are needed. We only requested the payment history or certification but East west bank insisted that we have still unpaid balances. We sent the passbook summary and our payment summary records, followed up via email, tried to call but got nothing and told us to wait 3-5 days. I hope you can help me to this matter. I can share the email trail if needed. Thank you.

I have a car loan that is already fully paid. The papers should have been released in March 2021. Eastwest bank insists that I still have a remaining balance. I have forwarded my payment slips, cheque transactions history followed up via email, and customer hotline but kept getting the runaround. I was auto-enrolled in a Bayanihan program that I was unaware of and charged for a penalty over a cheque that bounced in March 2020 during the lockdown period. Please help. I can share a copy of the email for your reference. Thank you.

I got an email from the bank now saying that I still need to pay, P10, 457.00 - how is that possible? Here is the email referencing that is attached to this email - which is very unclear on the ask & there are no other details provided.

I am also attaching the original statement sent by Eastwest, at end of July 2021 and the payment deposit slip, with the payment of PHP 91, 567 was made at the Eastwest Branch in Eastwood City (attached is the payment slip) - this was based off the statement & the ask from your bank & customer service - the name of the customer service personnel was NAICA (Mobile # [protected])

Autoloan # is [protected]

I called Eastwest Bank to pre-terminate my loan (Insta Cash), meaning I will pay them in full. Instead of having courtesy and acknowledging that I am paying my loan in advance and in full, the customer service/ Officer that I spoke to told me that I have an Annual Fee or Member's Fee of 2, 500 that needed to pay as well. I told her that I never used to pay any Member's Fee or Annual Fee to my card because all I know was my credit card is No Annual fee one of the reason why I signed up for their card. And they should already waive that Annual Fee since I'm going to pay all my loan balance to them without any discount or removing any interest from them paying the loan in advance.
My credit card ending in 3013.

Promissory Note # [protected] (Auto-loan @ Eastwest Bank). I have been chasing Eastwest Bank on issues with my autoloan account for 7 months and counting and there is total disrespect towards solving client problems. Below is a detailed synopsis of multiple issues on my autoloan account. The bank is totally non responsive, with zero ownership or accountability, evasive and everything else that you do not expect a Bank to be.

Below is the original email sent on 16-Mar-2021 which has remained unresolved till date despite thousands of chasers that have been sent.

Hi, I have been trying to call your Auto loan department over the past few days however have been unable to get through as I end up waiting on the phone line but keep being told that you are experiencing high call volumes.

I had received the below text message from EWB_AUTO requesting for action which I have taken at my end however wanted to be absolutely sure that you have received my text response.

The message that I was sent is as follows:

We appreciate your consistent and on-time EastWest Auto Loan payments for your 2017 MAZDA 3 SDN 2.0 AT IPM. We noticed however, that your recent payments were not enough to keep your account current. To assist you during this pandemic, we would like to offer you a Special Extension Program (SEP) where your past due amortizations will instead be collected after your extended maturity date, effectively further extending the maturity of your account by an additional 2 month/s. There will be NO additional fees or charges when you avail of this program, and existing late payment charges will be reversed. The extension of maturity from this SEP will be in addition to the 3 month/s from Bayanihan Act 1 and/or Bayanihan Act 2. With this SEP, your account will now be current and updated. Your next regular monthly amortization of PHP 29, 208.00 will have to be paid starting MAR 23, 2021, via PDC, over the counter or online payment. However, if you wish to OPT-OUT of this offer, using the SAME NUMBER where you received this message, you may simply send "NO " to 0919-0827314 AND pay ALL your past due amortizations on or before March 17, 2021. Otherwise, we will automatically enroll you to the Extension Program. Please be advised that our opt-out request will only take effect once payment for all your past due monthly amortizations have been made. Thank you and keep safe.

I have already sent the below response as per the screenshot for your reference:

In addition, I had issued 6 cheques towards my monthly instalment payments at the Eastwest Bank in Eastwood a copy of which is attached below:

Please note that 2 of the cheques have not been deposited till date by your auto loan department and I have followed up at the Eastwood branch however was informed to call the autoloan number directly and have it corrected. My primary account from which I have issued these cheques continues to remain sufficiently funded through all times and yet 2 of the cheques haven't been presented till date. I have also expressed my intent of not signing up to the SEP - Special Extension Program and as you can see in the text shot attached have clearly communicated that however the two cheques continue to remain not presented till date. I absolutely need you guys to take accountability of the above an call me back as I am unable to get through to you on your registered phone number during regular hours. I can be reached on the mobile number listed in my email signature. Need this resolved ASAP and also need to know how many additional instalments are left for me to be able to issue the next set of cheques to Eastwest bank towards my auto loan which I can present at the Eastwood branch.

I urge to treat this as a matter of urgency/ importance and either call me on my number below or respond via email.

Regards

Arvind Ramani
+[protected]

Good day!

This is a complaint to the eastwest-toledo branch whose manager doesn't provide a full payment certification to me.

I have been a client of the eastwest-toledo branch since 2017. Until this year, I have decided to redeem my loan through gsis. Well, the monetary transaction was successfully done, however, the ew-toledo failed to provide me a full payment certification which I think, it's unlawful.

I have already talked to the manager "poch". He alibied to let us wait for the accomplishment of the deletion request in region for my payslip deduction and wait until next month to be posted, which I can't afford to wait because I have an emergency to after.

May I know your existing bank law regarding my concern?

Hopefully for an immediate response!

Thank you and more power!

There call center agent always give a wrong information and the client like me who will pay for there mistakes..not only one time but two times I pay penalty just because of their information where we can go to make a complaint

To whom it may concern:
Good day!
I would like to file a complaint against Eastwest Bank regarding the release of our auto loan OR and CR since the bank delays it. This transaction happened last year until now.
This is in connection with our auto loan at Eastwest Bank (Vamenta Branch) Cagayan de Oro City, 9000, Philippines. I already funded the account for payment until it will finally be paid. I was asking the bank for OR and CR of the said loan. However, the bank cannot provide the OR and CR due to the bayanihan act. First, the bank did not ask if we would avail the said act. Therefore  I expect that I had already paid off the said loan. Secondly, the bank called informing us of an auto loan balance due to interest from the bayanihan act. Due to this I called their attention for another option to waive it.  I was asking the bank for the Account history and payment history for updates. The delay of the action of the bank causes much interest. Finally, I believe that your response regarding this matter will fast track their transaction. 

Attached herewith are some documents of our loan.
Respectfully,
Denrichmeyer R. Bactong

I am dinolino alfeche. I try to withdraw my salary on your machine. It so loading to process until the machine says "sorry unable to process the transaction. Pls. Get your card" so I get it ang try to insert again my card for 3 times but still cannot process. So the other one following me try to withdraw their salary and it process. So. I try again when I balance inquire I was shocked because my balance is 7pesos left that I did not ever get the amount of salary I would to withdraw. Can. I get back my money by looking on your system or cctv as my evidence? So I should come on your office to get back my money. It is the problem on your machine. Please reply.

Good evening Ma'am/Sir!

I am Nornelyn B. Paña. I am writing this because my newly issued EastWest Bank credit card with card # 5545-XXXX-XXXX-9003 was used by an unauthorized person. I would like to humbly ask for cancellation of the transaction dated today, May 14, 2019, around 5:30pm & 8:30pm.
I was not notified thru an OTP or thru an email but the transaction pushed through via agoda.
I tried to file a complaint with the issuing bank, but according to them, the transaction is not yet confirmed by the merchant, thus, I am making this request to defer the booking/purchase order since it is an unauthorized transaction.

Hoping for your kind consideration.

Thank you so much! :)

The east west bank contacted me because they are offering me a credit card which is for free and will be send to me, well i answered the required questions but i didn't finish because i was on school that day and i have a class, there agent which is a girl said he would call me again on the next day which is wends. at 10am but she called me on a Thursday. i talked to my aunt about this and she said not to accept that card anymore because she already has been interviewed by east west for 2 times and its to late to send one now, well she lost her interest. So when she called again i politely answered but then when i was discussing that i would not accept the card that they would send me she said and i quote " ugaling squatter" and she hang up.
heres the no. of your customer agent who called me [protected]

where can i get the no. of there manager? i really want to discuss this issue with him/her.
Im pretty angry right now

Last Jun 29 I called east west bank mastercard to request wiaver of annual fee P2, 000.00. Request was denied. I decided to cancel card. I was told to fully pay my outstanding balance including installment. Thay computed and gave the total amount. I paid before due date the amount they gave me. After comfirmation of check payment made has been cleared. but i was informed the payment I made was overpaid. They said they will pay the overpayment and cash rewards. Until this writing I have not recieved any communication from east west bank and they have not paid me. Thay charged me 5% on the installment for early payment. I was forced to terminate my cards because of not waiving the annual fee.