Stories from behind the bank tellers’ counters

A few days after the Bank of the Philippine Islands (BPI) encountered “glitches” in its internal system affecting many of its depositors, another banking institution, Banco de Oro, suffered botched attempts of “skimming” on its automatic tellering machines (ATMs). The two separate and distinct incidents, however, are enough though to stir panic among depositors, especially many small savers like me who got  worried about our hard-earned money in the banks.

Thankfully, the entire Philippine banking industry stands on solid grounds.

So these temporary setbacks were immediately addressed. However, the Bangko Sentral ng Pilipinas (BSP) as our country’s chief regulator of all banking and financial services, is not taking any chances. The BSP has placed under its review all existing systems across the banks, and not just the two affected banking institutions.

The Senate and House committee on banks and financial institutions likewise stepped into the picture. The Senate public hearing will take place today with top bank executives and BSP officials invited to shed light if there is any loopholes in the banking and BSP law that need to be plugged. The House probe is set for tomorrow (Thursday).

There are stories, however, that hit the news and social media, and then there are the quiet stories that only those involved know about. Such as the ones about people’s recent experience with the reported glitch that affected BPI depositors, big and small like me. I went to my BPI Family Bank branch in Paranaque City to check if my account was among those affected.

Naturally, a lot of depositors with the same concerns were there, too. Waiting for my turn seated with the rest of other depositors, I could not help but listen to some of the stories while lounging at the BPI. If I would make a title in each of these personal narratives, the first story I would share could very well be entitled: “IOU” (I owe You). 

On June 8 at past 8 p.m., when this BPI La Union branch was busy balancing transactions, a woman knocked at their glass doors. The branch manager (BM) stepped out to talk to her and a nicely dressed woman expressed badly needing to transact over-the-counter for cash. Unfortunately, the vault was already closed and cash had already been delivered and balanced.

She spoke calmly but the BM could see her anxiety from her gestures. She could not withdraw P2,000 through the ATM. The BM, with the help of one of the bank tellers, inquired manually on the client’s bank balance.

Feeling helpless and desperate, the woman bravely asked the BM if she could trust her if she borrows money from her. Without hesitation, the BM asked her how much. She said P2,000 should get her family fed and go back home to Metro Manila. 

The BM checked her wallet. Seeing she had P2,700 in cash, the BM offered to lend instead her P1,700. The woman was so happy. She said the BM was kind to do this for someone she’s only just met. The BM apologized for the inconvenience of not being able to access her funds from their ATM, and having to borrow money from a complete “stranger.”

She went back to their vehicle to get an ID which she wanted to leave with the BM as assurance that she would go back. The BM said a photocopy will suffice and that she trusted the lady. They exchanged contact details. She thanked the BM and left.

The woman fulfilled her promise the next day paying her IOU to the BM. She deposited the amount to the BM’s bank account as they previously agreed.

From another client waiting for her turn, she related to me her own experience. Let me entitle this as “Video Call.” 

A client, who works abroad, gave his ATM card to his parents as an easy way of sending money back home. It was a temporary set-up until his parents opened their own account.

Last June 8, 2017, his parents tried to withdraw P5,000 using his ATM card. The ATM receipt indicated the account balance was “insufficient” despite them knowing otherwise. This led the parents to visit their son’s branch to ask for assistance. But because they are not the account holders, the BPI branch officer tried to explain to them the account information could not be disclosed to them.

To accommodate their concern, however, the branch officer and the parents got on a video call with the couple’s son who works abroad. This verification and verbal authorization allowed the branch to share with the parents the information they needed on the account balance. The son was able to request to the branch officer to update his account that was recorded with “insufficient funds” (due to the glitch) once the system is corrected.

The next day, the branch officer got to inform the parents their son’s account balance had been corrected. Of course, the couple was much relieved and grateful to the extra efforts extended to them by the BPI bank officer.

But the most interesting experience I heard is most close to my heart because we at The Star also get our salaries drawn from ATM of another bank. I will give an apt, short title to this as “Payroll.” 

For the past 14 years, this BPI branch has taken care of the payroll needs of a certain company. Unfortunately, the error that hit last June 7, 2017 coincided with their payroll day. The client, who just happened to be in the US that time, advised the branch that he couldn’t do online approval of their payroll.

The thought that his workforce might not get their salaries the next day caused him so much stress and fear. At one point of their talks, he told the branch officer he was again thinking of transferring his company’s payroll account to another bank. 

He said reports of possible hacking have reached him. To which the branch officer retorted it was not hacking at all but the error was found to be a system glitch. Nonetheless, the branch assured him the deadline would be met so that over a thousand of his employees would receive their salaries the next day.

The branch staff banded together and manually uploaded the client’s payroll account plus other payroll accounts – nearly 2,000 in all! The branch finished the task near midnight. The branch then called the client to say that the deadline had been met, and that he could already sleep.

These personal accounts and stories happening behind the bank tellers’ counters and coming from satisfied customers are the best selling points for any bank worth its name.