October 27, 2017
Mr. Jonathan Gotianum
President & Deputy CEO
Subject: Formal Complaint regarding multiple debit incident and inability to resolve the issue
Dear Mr. Gotianum,
I have been banking with you for a little over four years now and never had any issues at all. I even recommended your bank to a number of my clients and friends. I was well satisfied with the service that I was getting from your bank and was about to open Dollar savings account until I had an ATM Cash Debit Without Dispense Issue with Bank Of Commerce last July of this year. Aggravated by the situation, it caused Bank Of Commerce, particularly the branch I had issue with, to be the major topic of my blog site. I felt sorry afterwards when I learned and discovered that the fault was on your company's end. Your bank, based on the research and facts that I gathered, from your former and current employees, that your company had technical issues.
Second Incident - Declined POS Online Debit Purchase
After that first incident with Bank Of commerce, on August 14, 2017 my Eastwest account was again debited when I was trying to make an online purchase for my business. I thought it was an error on the merchant's end but after I demanded to have a manager of that Michigan USA-based company to call me and clarify things up, it turned out that the fault was on your bank's end. This incident caused my main website to be shut down. (Report ID No 60035)
Third Incident - ATM Withdrawal Debit without Cash Dispense
Three days after the second issue occurred, another unfavorable incident occurred. On August 17, I was trying to withdraw cash from one of my Eastwest account using Security Bank's ATM. It was already night time then and the need was urgent. Had I known that I will have an issue again, I should have had used my other accounts instead from my other banks. (Report ID No 60799)
Fourth Incident - Declined Authorized Automatic Debit Card Renewal Payment
This is the exact content of my email that I sent to your customer service for resolution on August 23,2017. To wit:
"Eastwest Bank You are causing me too much inconveniences and trouble... In just a span of like a week I've already experienced financial losses because of your system..I just made a follow up for my ATM withdrawal debit without cash dispense and now for the 3rd time in just 1 week here we go again another debit... I DONT WANT TO WAIT ANOTHER DAY GIVE ME BACK MY MONEY BEFORE THE END OF THE DAY OTHERWISE I WILL HAVE THIS ISSUE BE BROUGHT TO THE FINANCIAL CONSUMER PROTECTION DEPARTMENT OF BANKO SENTRAL. 3RD INCIDENT IN A ROW IS A BIG NO NO. I WILL NOT TOLERATE THIS ANYMORE. BECUASE OF YOUR DEFECTIVE SYSTEM MY MAIN COMPANY WEBSITE WWW.CLICKERWAYNE.COM IS NOW OFF LINE SINCE YOU DECLINED THE AUTOMATIC RENEWAL PAYMENT THAT I SET UP WITH MY VENDOR IN THE U.K. I TRIED TO RENEW AND TRANSFER IT TO ANOTHER SERVER PROVIDER IN THE US BUT ALL I GOT WAS A DEBIT. YOU ARE CAUSING ME TO SUFFER FROM FINANCIAL AND REVENUE LOSSES... LET ME REPEAT MY SELF I DONT WANT TO WAIT FOR ANOTHER DAY...GIVE ME ALL MY MONEY BACK BEFORE 5:00 PM TODAY OTHERWISE I WILL HAVE THIS ISSUE ESCALATED TO THE PROPER FORUM AND HAVE YOU ACCOUNTABLE TO ALL LOSSES. MARK MY WORD!!!!!!!!!!!!!! I HAVE BEEN TELLING THE PEOPLE WHOM I KNOW THAT YOURE ONE OF MY BEST BANKS AND YET THIS IS WHAT IM GETTING... "
(Report ID No 61920)
Fifth Incident - Payment of Unauthorized Automatic Debit Card Renewal Payment
Here is the content of the email I sent on August 24, 2017:
"Funny thing, At 9:03PM last night I was already on the road and way too far away from my computer and yet Stanleyfreud.com was renewed and approved by your system. This website is not yet due for renewal and I have no plans of renewing it...Wow...All of the important transactions I needed to make were declined and yet I got debited but this time around the transaction that I did not personally initiate got approved?"
Sixth Incident - Declined In-Store POS Debit Purchase
On August 26, I was with my 6 year old kid in Festival Mall to buy the toy he had been asking. My son waited for a week for that day to come only to find out that the toy that he thought its already his was taken back from him by the Department Store's personnel. That was way too humiliating on my part and traumatic on my son's end.
- As sent on August 29 via email to your customer service team:
"EASSTWEST BANK 4TH ROW IN JUST A WEEK AND HERE YOU GO AGAIN... I WAS TRYING TO BUY A TOY WITH MY 6YR OLD SON LAST SATURDAY IN FESTIVAL MALL ENDING KAWAWA ANG ANAK KO KASI BINAWI SA KANYA NG ROBINSONS PERSONNEL YUNG TOY THAT HE HAD BEEN ASKING ME TO BUY SINCE LAST WEEK. HE WAITED FOR THAT DAY AND YET BECAUSE OF YOUR FUCKING STUPID SYSTEM AND SERVICE WE ENDED UP LEAVING THE STORE WITH NOTHING BUT HUMILIATION. I WAS ASKED BY THE CUSTOMER SERVICE PERSONNEL OF THE STORE TO PAY IT IN CASH INSTEAD WHICH I DIDNT AGREE AT ALL SINCE THERES ALREADY A DEDUCTION FOR THE SAID AMOUNT FROM FMY ACCOUNT...I TRIED TO MAKE AN ATM WITHDRAWAL USING YOUR OWN MACHINE LOCATED JUST INFRONT OF YOUR BRANCH IN FESTIVAL MALL BUT COULDNT WITHDRAW ... I ADDRESSED THAT TO YOUR BRANCH PERSONNEL AND WAS ABLE TO ASK ANOTHER CUSTOMER THAT HE HAD BEEN DEBITED LIKE TWO TIMES IN A ROW... I TOLD MY EXPERIENCE TO HIM... I WILL GATHER MORE FACTS AND EVIDENCES FROM OTHER PEOPLE VICTIMIZED BY YOU AND WILL PUBLICIZE IT.."
- As sent on September 6, 2017 to your customer service..
"DONT YOU DARE GIVE ME THAT KIND OF EXCUSE...ROBINSONS CUSTOMER SERVICE PERSONNEL CALLED YOU UP IMMEDIATELY AFTER THE INCIDENT HAPPENED TO REPORT THE ISSUE. THEY LET ME SPEAK TO YOUR REP AS WELL...SO WHAT IN THE HELL ARE YOU TALKING ABOUT THE MERCHANT NOT GIVING YOU FEEDBACK...ARE YOU SURE ABOUT WHAT YOURE SAYING AND DOING? SO WHAT DO YOU WANT ME TO DO SHUT UP AND LET YOU WALK AWAY AND STEAL MONEY FROM PEOPLE BECAUSE OF YOUR DEFECTIVE SYSTEM?"
Seventh Incident - ALLEGED FRAUDULENT FUNDS TRANSFER
As sent on September 28, 2017 to Eastwest customer service and other bank's department:
"Oh my gosh here we go again Eastwest Bank! Disputes after disputes! Did you miss me or it's just that You are such an unreliable bank with unreliable system trying to mess up people's lives."
"I want to know why there is a funds transfer out of my account on September 27, 2017 for the amount of Php XXX which I did not authorize nor make at all? I want an immediate answer and resolution. I dont need any excuses nor apologies from you I want to have a straight answer for this ASAP."
Eighth Incident - Declined POS Online Debit Payment
Today, October 27, as soon as I got home I went online to make some transfers and pay some important bills that I have to pay ahead of time. All of the payments I did with my other account from another bank went perfectly fine. After that I went on to use my accounts. I transferred money from one account to the other and initiate the transactions I needed to make. I paid my Eastwest Credit Card which is due not until November 9. Then, I tried to make a payment for my online advertisements for the amount of Php XXX but unfortunately the transaction did not go through at all since your bank declined it as per the prompt that appeared on my screen but when I checked my Eastwest account the amount had already been debited. I always ensure that my advertisement bills are paid before they are fully maxed out to avoid any inconvenience and problems. With this declined transaction caused by your bank, even though I have sufficient balance in my account, all of my advertisements were automatically stopped from being served. Without my ads running, it's a TOTAL FINANCIAL LOSS for my business and it affects the global ranking of my websites. Once again for the 8th time now Mr. Gotianum, your bank have continuously caused me so much inconvenience and financial losses. With all due respect, I demand for your intervention to immediately resolve this issue otherwise your company is leaving me with no choice but to do what I have previously stated to your staff... I will bring this to the attention of the Financial Consumer Protection Department of Banko Sentral. I am already fed up with the kind of service that I am getting from your company.
As I have communicated several times to your customer service representatives I will be closing all of my accounts soon because of your unreliable system and poor customer service.
Please find below screenshot of the declined transaction and my account: