Poor Banking Service- UCPB Valero Branch

Do you have bank account? I have my payroll account at UCPB- Valero Branch. And I’ll go straight-forward about it. They have a BAD CUSTOMER SERVICE! I had a terrible experience with the branch many times. I always give them a chance to prove that I am wrong about their services to their customers. Until I get fed up with all the situations that happened to me. I also found out that I am not the only one who get a POOR Service but also my co-workers. My first encounter to them was when I need to apply for my Payroll account. The lady on the customer assistance was not accommodating. She talked as if I owe her something. Then every time I will have a transaction employees don’t accommodate me. I need to get their attention before they can entertain my concern. But my major concern is when I observed that every lunch breaks and after office hours they make their atm machine OFFLINE!

Until I decided to write a complain letter to the administration of our company to be informed about the situations that is happening.

I am disappointed with the customer service.

[Quoted]

July 21, 2008

To: Admin Department

Reg: UCPB Payroll Account

To Whom It May Concern:

With regards to our company payroll account UCPB (United Coconut Planters Bank, Valero Branch), there have been complaints concerning the poor customer services of this bank.

Incident 1:

Captured Card

An employee once had her card captured in the ATM of UCPB. She was having second thoughts of leaving her captured card inside the atm due to insufficient security personnel in the area. She waited near the machine for 10-15 minutes just so she could rush to the bank since work hours started around 9AM.

Upon rushing to UCPB, the guard would not permit her to do a transaction inside the bank since there were only a few minutes more to go before 9AM. In frustration, she informed the man that her card got captured and it wasn’t that secure in the area to leave it waiting.

She explained that their machine was located in a non-secure area where anything could happen (i.e “salisi gang”). Upon hearing this, the people inside the bank, take note, there were already actual employees inside UCPB, would not even bat an eyelash to help or accommodate its client. Instead, the person involved in the incident had to take on a different tone of voice so she could be heard and it took a long time before UCPB employees actually helped the client.

Incident 2:

Debit Issues

There have been two employees who have experienced debit issues with UCPB ATM and have garnered negative encounters with the bank’s employees. First of, a former employee has been debited in her account, not only once, but two times already all of which have direct transactions with UCPB’s ATM Valero.

Second would be another employee observed that not only every lunch break but most of the time, the machine would always be offline. So, she resorted to transacting with the nearest China bank branch. This is where she had her account debited. She seeked help from China Bank who were accomodating, but it did not stop there. She had to make sure that UCPB knew this so that the incident would be immediately reported. However, the same substandard service UCPB employees delivered once again occurred.

In observance to this substandard customer service UCPB has delivered, a proposal of a new payroll account such as BPI Savings is beneficial to your employees. BPI Savings Bank offers an EPS card (Payroll, easier transaction, more acceptable to atm’s as compared to UCPB, there are more BPI ATM’s available) that is widely accepted with no transaction fee required (if withdrawn from same account).

If this is not possible, we would just like for you to pay attention to our requests for better banking services.

Thank you for your time.

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