I used to maintain only two local credit cards but beginning last year, it has grown to 4 or 5. What happened?
1. While shopping in Rustan’s, a persistent Citibank marketing guy was able to convince me and my son to get a Citibank card which has no annual fees.
2. I was issued a BDO corporate card for expenses related to the business, example, for gasoline and office supplies.
3. I was also given a card by another firm.
Today I spent about an hour on the phone just to cancel my BPI Express Credit Card. I am sorry to compare but in the US, something like this would take no more than five minutes.
Before a real person answered, it took about 10 minutes. After every info she asked “let me put you on hold for 2 to 3 minutes while I verify the information”.
I spent 30 minutes before I was able to inform her of the purpose of my call– to cancel my card. She said I couldn’t cancel it yet because there’s an outstanding balance of P3,500 which is due on March 26, 2015. When I told her I would send the payment right away, she said I can call again after two days to request for cancellation,
“Miss, I’m sorry but can you just put a request to cancel my card. I will send the payment immediately, right after this call. I do not want to call again and waste at least 30 minutes. I have other things to do.
She said that’s really the policy.
“Miss, bakit hindi pwede, can you just note it down that I am canceling my card. It’s so difficult to call, I’ve so far wasted at least 30 minutes”.
Hindi daw talaga pwede.
nNinis na ako. Actually matagal na akong inis.
“Miss, I don’t want to sound rude but this is a waste of my time. Ang tagal-tagal bago kayo sumagot, I don’t want to go through this again just to cancel my card. Do you want me to send the card to your office?”
She finally budged and said she would transfer me to the department in charge of the cancellation. She put me on hold for several minutes, siguro mga 10 minutes or mahigit pa. When she said hello, “mam, i-tra-transfer ko na kayo”.
Huh, kala ko she was already doing it, ngayon pa lang pala.
She put me on hold again. A good 15 minutes passed before another operator answered. Kulili na ako sa music nila. Para akong umattend the graduation ceremony.
The other person agreed that I would send the P3,500 then they would cancel my card. “P400 reinstatement fee” says she.
I have no intention to have my card re-instated. Just to call their customer service nadagdagan ang kulubot ko sa mukha.