I went to a Guadalupe branch this afternoon to claim my first ever pay for my new homebased job. Unfortunately, the sender forgot to include my *other first name so they told me that they can't release the money because of that. I showed them two IDs and explained that I already had the control number and that the sender was from Manila. They suggested that I should tell the sender to go back to the branch she wired the money from and add my other first name. Now, we are working individuals and we surely have more important things to attend to than going back and forth for a Cebuana transaction. Plus, she represents my employer so do I really have to take so much of her time just because my other name was not included as the receiver? A second name is still me!
If this is because of BSP regulations, then won't Cebuana think of a better process not to inconvenience their customers? After all, you are supposedly great in customer service as what your TV commercials are roaring. Maybe you can set a limit to the amount that you will be very strict on identification. You have to understand our circumstances too, and there's no need to be high and mighty of the rules. How about you POST a GENERAL ANNOUNCEMENT detailing all your requirements before anybody can claim their hard earned money? This is to show that you are serious in helping the public and not project an image of oppressors to your customers, instead. Or better yet, create a TV commercial that includes this very important detail so that adverts will be very useful to us, for once.
And this is not the start of my frustration for Cebuana Lhullier's money transfer service. An Aunt sent money through Xoom last week and I was used to using only one ID to claim it. But lo and behold, another rule has taken effect: 2 IDs should be presented before you can get hold of your money. How do you think should we know in the first place that this is now the requirement? Is Xoom to blame for this? But you are supposedly partners in providing good service to your clients, I'd say Cebuana should also do its part in informing the public about this.
As it turned out, I have to go back and get another ID. Imagine the extra time and effort that this caused just because we were not informed beforehand! But I gave them due consideration at that time. But now, I will do everything in my power not to transact with Cebuana Lhullier ever again. And this post will hopefully convince my friends, family and colleagues to do the same.
*pics fr photobucket
