Monday, June 4, 2012

Unhelpful, Argumentative Guard at BDO SM Megamall

We were at SM Megamall near closing time last Saturday night and decided to withdraw some funds from the ATMs near National Bookstore.

They were both vacant that time so I used the right one while bf used the left one. I encountered no problem and finished my transaction. The left ATM, however, was taking a long time to cough up bf's money and was beeping continuously. As bf continued to wait for the money, I snuck a quick peek inside the BDO branch a meter or two away from the machines since the door was closed but the blinders were up. I'd seen bank branches that still had employees inside even past banking hours; I was sort of hoping that perhaps someone from BDO could help us.

ATMs at BDO Megamall

Apparently, the bank guard heard the machine's continuous beeping and opened the door. We told him that the machine did not eject money but according to the ATM's receipt, the money was deducted from bf's account. Instead of helping us in any way, the guard lectured us that the machine's beeping meant that the money was already in the slot. He said that if the money was not taken from the slot immediately, it would be swallowed up by the ATM again. He then went back inside the bank.

To the guard, bf and I probably looked like poor people who used an ATM for the first time in our lives, hence his condescending arguments. We are not rich, that's true, but my goodness! Bf and I have individually used ATMs of different banks at least a hundred times and own multiple ATM cards.

Shit happens and ATMs sometimes malfunction. Not wanting other people to use the problematic machine, we stuck a note on the left ATM, saying "Defective". Bf was becoming more upset with the guard rather than the machine, so as he stood in front of the ATM, quietly fuming, I volunteered to ask the guard if there was a report form that we could fill up.

I should not have been surprised when the guard came out again, ignored my request for a report form, and began insisting that we just probably did not notice the money coming out of the slot because bf was standing so close to it. He even went out of his way to stand in front of the ATM and demonstrate how close bf was standing to the machine. Uh, Manong Guard, standing close to an ATM while its internal gears are whirring and preparing to eject your money is called "being alert and preventing some random jerk from suddenly snatching away your hard-earned money".

When he saw the note that we stuck on the ATM, he removed it. Bf was able to get close and get the guard's full name and the name of his agency.

It was unbelievable that this guard was so defensive about the freaking machine. It was as if
  • we were blaming him for the ATM's malfunction
  • he invented ATMs and got butthurt that someone criticized his baby
  • we were asking him to pay us then and there, from his own pocket

Bf was especially upset because he used to work for BDO. Oh, the irony!

Out of anger, bf threatened the guard that he would report him to the management. Later on, however, when bf has already calmed down, we decided that we would report the incident to BDO but would skip calling up the agency. We didn't want the guard to be dismissed or suspended (given how hard jobs are to come by these days) but someone really needs to inform him that ATMs really do malfunction every now and then.


22 comments:

  1. so did you get your BF's money?

    ReplyDelete
    Replies
    1. Not yet. We got a ticket number last Monday and we have to wait 5-15 banking days.

      Delete
  2. I think my blood pressure shoot up while reading the post. Honestly, the guard should have referred you to the proper person. I don't know why security guards act so arrogantly. Me and my bf also encountered almost the same situation involving a BDO atm and guard here in Davao. After a few minutes that the guard "lectured" us, I know it might have been rude but I really pointed out to him that HE IS NOT the proper person that we should be talking to. I insisted to talk to the manager even if it was beyond office hours. Grrr, this reminded me of that stressful incident, all because of the arrogant guard.... Had he called the manager right after I requested it, we could have saved ourselves from stress.

    ReplyDelete
    Replies
    1. Makes me wonder if "our" guard used to work in Davao :D

      Yes, it wasn't really his job to check and decide about the return of our money. Good thing he's not a bank manager :D

      Delete
  3. I am not sure if the SG acted stupidly himself as if telling you, you don't know how to use an ATM. I just hope your BF will get his money back. It also happened to me one time, I immediately reported the incident, filled-out some forms, talked with several people who transferred my call here and there. Finally after 2 weeks I got my money back.

    ReplyDelete
    Replies
    1. It happened to me as well a few years ago. I can't remember if it was Unionbank or BPI but I didn't even have to go to the bank. I just reported the incident through their hotline and I got my money credited back a few days after.

      Delete
  4. Woah, slow down Mr. Guard-on-duty O_O
    He should have called the manager or any staff that would be really helpful.

    I didn't know it would take that long to get your money back when this happens :/

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    Replies
    1. The ATM card used was a non-BDO card so that's probably why they gave such an allowance. But I hope it's 5 days instead of 15 :D

      Delete
  5. let's give the guard the benefit of the the doubt.

    foremost, it's not the responsibility of the guard to know the ins and outs of the ATM. be thankful if a guard offered their help, it means they're doing an extra job.

    2nd, your BF used to work with BDO and so he should have known the procedure for this type of event.

    good thing you did not report the guard to their agency anymore.

    ReplyDelete
    Replies
    1. I'm not sure I can call what he did as "help" but we're cool now, no hard feelings.

      We were actually thankful that he did not accuse us of cheating the ATM. Giyera-patani na kung nagkaganoon :D

      Delete
  6. Its a good thing that you guys calmed down and were the bigger person. Tama lang na ireport sa BDO but not na sa agency. However, guard also needs to be taught a lesson but not naman punished severely.

    Hopefully, things got fixed.

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  7. That guard can rise anyone's blood pressure but instead you guys kept your cool and I salute you for that. I hope that your BF will get his money soon.

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  8. I usually report an incident to the proper management especially when I know they need to take action about it.

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  9. Oh my. I never wanted that kind of experience to happen. Sometimes my last option for money is to withdraw on any ATM. That will send me to hell if that happened to me for sure.

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  10. I hope this fiasco would be settled as soon as possible. Hindi biro kapag pera ang pinaguusapan.

    ReplyDelete
  11. okay, if that was me, maybe I just can't help myself not to blurt out something "not-so-me" to the guard.. one hell of an experience..i have to agree that you should report it to the management for proper action and not this "nagmamarunong" na si manong guard.

    ReplyDelete
  12. can i ask for help if anyone? i bought a voucher to clever buy and they gave me the plane ticket but the problem its not the date that i expect thats why i returned it to them and ask them to replace it but the problem now its close now my question
    1.can i still talk to the zest air about my plane ticket to be replace the date
    2. bohol bee farm call me for my reservation but i told them i change the date now can i call bohol bee farm for my accomodation?
    3. my voucher copy is at clever buy now i dont have any copy of the voucher only my credit cards payment can i used that as a proof that i purchase in clever buy?
    please give me advise how to do this mr. anonymous thanks

    ReplyDelete
    Replies
    1. Hi John. Better post your Cleverbuy-related comments here:

      Latest Updates About Cleverbuy / CleverTravel

      About Zest Air and Bohol Bee Farm, they're the ones who can give you a definite answer, so better call them up directly.

      I got my voucher via email. Perhaps you also have an email copy? Please check your inbox during the date of purchase/payment.

      Delete
  13. I would like to ask some help. This happened to me last July 29,2012. I heard the ATM at SM megamall ground floor counting the cash and suddenly it said temporarily unavailable blah blah...message was too fast for me to read. I've withdraw at that ATM before and this was the first time it happened so I immediately made a balance check and to my shock it debited the 10,000 pesos in my account without dispensing the cash. I tried to call the guard since they were still open but he insisted I go to the customer service at the upper floor. I went there and didn't get much help, I tried showing the balance inquiry slip and my Unionbank card but they just brushed me off and said to call my bank. WTF? Not even an ounce of help from the fucking customer service. I called my bank and made the complaint, it's been 13 days to this day and they still haven't receive a feedback from BDO ATM center. Does anyone know the direct line for BDO ATM center? Calling BDO's customer service just doesn't help, all they do is ask for the same fucking details every time even if you already provided the reference number as to not repeat the same story.

    ReplyDelete
    Replies
    1. CJ, is the ATM you used the same as the one in this post? the one beside National Bookstore? My bf's card was also a Unionbank atm card. He called Unionbank to report the incident and he got a control number. Unionbank said the money would be returned after 5-15 banking days. BF got his money back within that period. I can't tell you exactly how many days after since he didn't check his account everyday.

      Delete
    2. Btw if BDO will keep on ignoring you and Unionbank, you can also write to the Financial Consumer Affairs Group of BSP. That's an advice I got from a lawyer friend last June. According to him, the FCA group acts swiftly. I hope your problem gets resolved soon.

      Delete

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