BPI or Bank of the Philippine Islands is celebrating their 160 years of service. They are also promoting in their adverts that you can save minutes if you bank with them. Yet my years of personal experience at one of the branches says differently.

I have been a client since 2004. And since that time until today I could defintely say that their service has NOT improved. Doing a simple cheque deposit would require me to allocate at least 45 minutes to an hour of my time just waiting in line to get to the teller. Why is that? That happens practically every time I go there to either pay a bill, withdraw or deposit into my accounts.

What got my goat was within the last couple of years, the amount of waiting in line has simply gotten out of hand. If they're planning to keep me waiting for such a long time, they should already be serving coffee and snacks. At least airlines have the decency to do that for their waiting passengers.

Okay, they have installed a "computerize" system to help speed up the cues in the last few months. BUT I fail to see any improvements months later after they have implemented the system. It is still the same minimum 30 to 45 minute waiting whether or not there is actually anyone transacting with the tellers. Let me point out that there are other banks that can get me processed under ten minutes with more people ahead of me.

BPI, let me tell you this, the problem is NOT in the cue. It is the simple fact that you lack tellers. WHY is it that the people handling the SERVICES cannot accept teller transactions? Other banks have done it and it greatly decreases the waiting time in the line and improves customer satisfaction as well. Cost to the bank, ZERO. No need to spend hundreds of thousands of pesos for an over-hyped computerized cuing system.

BPI, I doubt if you're system is going to improve anytime soon. I have given you enough of my life waiting in your pointless cues. I'm closing my accounts with you once I can schedule half a day (I assume that is enough??) to do it at the branch.