travelbesty

[travelbesty]

Metrobank Lost My Trust in Them

Each of us has their own favorites. We have our favorite food, favorite color, favorite artists. For me, my favorite bank was Metrobank. I use them to pay my bills, to send money, and to order food online. They have never been hacked and everytime I got a problem with my online transaction, they always resolved it fast until...

30 December 2021

I successfully withdrawn an amount of 3,000 at Metrobank P. Tuazon ATM, got my receipt, check my balance which was correct at that time and then I headed back to my bhouse.

The next day, 31 December 2021, I discovered that I was debited twice for that one withdrawal transaction that I made yesterday. It was already holiday, so I just emailed Metrobank requesting for assistance regarding my concern.

/***Good day mam/sir,

Respectfully requesting for assistance as my account was debited twice on one withdrawal of 3,000 only on your ATM located at P. Tuazon, Cubao, Quezon City at around 6PM yesterday, 30 December 2021 as shown on the attached picture.

Hoping for your quick response.***/

Note that I withdrew money on 30 December 2021 but on their app it shows the wrong date (31 December 2021).

3 January 2022

I coordinated directly with my Branch of Account regarding my problem detailing that I was debited twice for the same withdrawal transaction. I also told the teller that I ask for receipt and it actually showed correct remaining balance. The teller then ask me to fill out their Client Dispute Form with my personal details and signature. The teller said that it is okey now and that the money will be credited back to my account within seven days. I was actually a bit disappointed with them that time because I have experience the same issue with Landbank and they have resolved it within a day. The only downside is that Landbank does not allow online payment transaction to foreign businesses.That same day, their email support replied to me with the following message

/***Dear Ms. Endozo,

This is to acknowledge receipt of your e-mail. We regret any inconvenience this might have caused.

To better assist you, may we please clarify the incident mentioned in your e-mail. Was the incident that transpired a no cash dispensed incident, wherein you withdrew funds from an ATM and no cash was dispensed by the machine, but the funds have been debited off of your deposit account?

If so, may we please ask you to clarify the following details regarding the incident:

·         Amount debited

·         Date and time of transaction

·         Bank name (if made in a non-Metrobank ATM)

·         Account name

·         13-digit account number/ATM card numbers

·         ATM Location

·         Terminal ID (optional)

***/

Again, I felt a bit disappointed to them for not understanding carefully my initial email which clearly says that I only had one widrawal, but my account was debited twice.

I replied:

/***Good day mam/sir,

Kindly close this support ticket as I have already asked for assistance on the Metrobank Branch where I registered. They said that the amount that was debited erroneously will be credited back on my account within seven days. 

Thank you for your quick response.***/

4 days after I coordinated directly with my Branch of Account, I emailed them again to follow up about my problem and then they replied that my concern is currently undergoing investigation.

A day later I have received a text to them saying:

/***Thank you for reaching out to us. Metrobank confirmed the amount in question was successfully dispensed by the ATM. Regretfully, a reversal is no longer possible. For further inquiry, call us at (02) 88-700-700.***/

I became really disappointed to them that tears came falling with my eyes. I trusted them and even recommended them on every BDO hacking incident facebook topic that I came across with. That day, Metrobank lost my trust on them.

10 January 2022

I again coordinated directly with my branch of account. I ask their teller If I could talk with their Branch Manager regarding my concern. Unfortunately, their manager was onleave and under quarantine. To me, it's either I was scammed, or their system was hacked or that their system has bugs/errors.

I also told the teller that I want to ask them the following questions:

(1) Did you count how much money was left in the ATM after the widrawals?

(2) Can you confirm on your system that I asked for a receipt and that the remaining balance is correct? Their answer was No.

(3)Did you review the CCTV near the ATM Machine? The teller said that they could not answer this question because only their Headquarters who conducted the investigation knows.

I ask the teller if they could call their headquarters and he said that they have NO contact number of them. Further, they can only be contacted via email. So the teller said that he will call their support center for my above inquiries. Unfortunately, their support center gave us the same answer that only their Headquarters who conducted the investigation knows. So the teller emailed the headquarters regarding my issue. He also told me that he will create an appeal and it will take another seven days for the result. I told him that I will wait till my concern was resolved because I need the money now.

Upon checking the Client Dispute Form, my Branch of Account have submitted a wrong report regarding the problem, saying that the amount was not dispensed when the situation is I have successfully withdrew 3000 but I was debited twice for the same transaction. I discovered that in the Client Dispute Form there is no option to better cater my issue. The only similar option would be Duplicate Billing (I was debited twice for the same transaction) but as discussed with the new teller who accomodated me, it only applies for Billing transactions only. As of this moment I am still wondering why the previous teller who accommodated me selected the option that says No Cash Dispensed (I attempted to widraw cash, however no cash was dispensed) when it actually doesn't apply to my situation. No wonder the headquarter's investigation result was incorrect. It was already lunch when I already lost my hope while waiting so I decided to go home. Shoutout to kuya guard who emphatizingly asked "Ano? Di pa nila naibabalik yung pera? Pinaghintay ka lang nila ng matagal."

[travelbesty]

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