June 18, 2021 at 12:25 am
"They find ways, indeed."
Banco de Oro’s slogan “We find ways” seems reassuring at first. Unfortunately, I experienced lately how BDO has found ways to inconvenience their customers, particularly credit card holders in this time of the worldwide deadly COVID virus transmission.
I had informed BDO of my travel abroad and my intent to use my BDO Platinum American Express card, and I was assured I should have no problem using it in the United States.
When I tried to use it in San Francisco CA, however, I received a phone message from BDO, notifying me that my credit card had been “blocked.”
Just as anyone normally would, I directed my credit card concern to BDO’s customer service hotline.
My BDO Amex card was reactivated in no time so I thought it was just a minor glitch and nothing that would spoil my trip.
In a few days, however, I found my credit card blocked once again causing me inconvenience, which apparently defeats the purpose of credit card use for cashless purchases and charges especially during international travels under these uncertain times.
So, I went online to contact the BDO customer service hotline but this time I found the call center attendant horribly inefficient and insensitive to my predicament. Obviously, she also lacked understanding of credit card transactions.
“Mag-e-exceed na po kasi kayo sa credit limit ninyo Sir kaya na-block ang inyong card”, was all she can tell me despite my available credit limit or amount to spend is still way over a hundred thousand pesos.
“Sorry to hear that, sir. Sige po ia-unblock po namin ang card nyo,” was all the BDO customer service representative had to say.
It’s grossly frustrating and I’m anxious it might happen again so I wish to be enlightened, having received no prior notice of the bank’s action because other credit cards from different banking institutions would simply decline any transactions beyond the card holder’s credit limit.
I was aware that I had not maxed out my credit limit. I have been conscientiously paying my monthly credit card dues.
I asked people around and it turned out that a number of BDO credit cardholders have had the same trouble with their credit cards, getting blocked without advance notice.
Some credit cardholders have complained about the bank’s credit card department’s “harassment” in demanding payment for their purchases and charges, their credit cards blocked despite not reaching their credit limits.
Perhaps Mr. Nestor V. Tan, BDO President and Chief Executive Officer, should look into the unprofessional and lackluster performance of the bank’s credit card division.
I’m confident a major institution like BDO can truly find ways to upgrade customer service to world standards, and provide its clientele the rewarding banking experience they deserve.