RCBC Customer Service

I've posted here that last Monday the RCBC ATM at our office debited my account and yet did not dispensed any cash. It was a really a bad experience. My shift ends at 8am so I need to wait for the bank to open at 9am. I decided to have breakfast at Jollibee. Good thing I saw Melai and Jonald having breakfast as well. Atleast I have someone to chat with while waiting.

I went back to the bank at exactly 9am and I think I waited 3mins more before they actually opened. I did not see a customer service booth so I asked the guard where to go for ATM that is debited. He gave me a customer complaints form and asked me to go to New Accounts. I filled out the form and when I went to the New Accounts, no one is there. But beside it was a guy working but did not even smile at me or inform me where the person on New Accounts is. Then this lady sit down before me and I give her the customer complaint form. She read it and says "P8000." She get a scissor give the stub to me and write a phone number to contact. She told me to call RCBC for follow. up She did not even mention how long it would take to resolve the issue. When I asked about it she says probably 1 week. This is where I realized how much empathy can ease the discomfort of a customer. But RCBC employess don't have it. I would say of all the bank that I dealt with Citibank still has the best customer service, maybe that is why they have high interest rate (hehehe).

I called RCBC the next day and talk to a guy. He told me it might take 3 days. I told him why that long since the ATM I used is their machine and the same branch. He says thats how it works. (ok) Friday comes and still I am not yet credited. I called back and to my surprise when I told the guy I am making a follow up on my ATM that is debited, he asked me from which APC I am from. APC (American Power Conversion) have different office in EPZA, we have Admin, Cav1 and Cav2. I haven't mention that I am from APC and that is his question right away. I guess there are lot of people who had a bad experience like me. He told me to call back after 5mins and look for Ralph since he is in the bathroom. When I call back Ralph told me that he is already making inputs for the problem and I should receive the credit within the day. 

I would say 4 days to fix the problem is somewhat acceptable but it would have been better if their people are accommodating. I believe also they should be able to resolve it quicker since it is their own ATM. I would give them 3 out of 5. (5 being the highest) Still passing score because they resolve my issue but nothing superb with their service.