Netizen Shared Nightmare With BPI Customer Service After Her Credit Card Was Hacked And Maxed Out By A Fraudster - The Daily Sentry


Netizen Shared Nightmare With BPI Customer Service After Her Credit Card Was Hacked And Maxed Out By A Fraudster



The more the technology advances, the more the person’s security is at risk. One’s personal details in particular. People today often prefer online shopping rather than take a walk in the mall to buy their needs. Much better for credit card users, less hassle. 
Kristen Camille Serrano Martinez / Photo from her Facebook account

Bad Experience with BPI 

However, fraudsters and hackers are just around the corner waiting for potential victims. Netizen Kristen Camille Serrano Martinez brought her rage on BPI in lieu of her hacked BPI credit card.

She disclosed her bad experience with the said bank after learning that her credit card was hacked way back October 2018. Little did she know that this is the start of her nightmare. 



Unresponsive Card Fraud Control Team 

Martinez was shocked upon realizing that her card was used in a Lazada transaction. According to her gathered information, her card was swiped beyond its maximum amount of 204,000 pesos; whereas she only carries 200k max credit limit. Quick to defend herself, she reported the incident to BPI Card Fraud Control Team. Unfortunately, she got a response from the team insisting that the victim is at fault for compromising her card details. She followed up the bank with replies and inquiries regarding the case but to no avail. 
Kristen Camille Serrano Martinez / Photo from her Facebook account

Kristen complains about the unresponsiveness of the particular unit. Days passed and she received a letter from the law office which meant that the bank is forwarding the case to their legal representative.

Rude Customer Service 

Upon receiving the letter, Martinez called the customer service to at least elevate her case. But then, she kept receiving answers from the customer reps to just pay the credit amount, as if crossing out the bank from any responsibility.

The bank representative even gave her an option to pay the credit partially including the interest, where she reached 238,000 pesos. 

Kristen admits that such instance has put her under stress. The lady is mad with how the bank employees look onto her case, providing just an initial investigation, no follow-ups, and bad customer service which she claims that does not help her at all. Moreover, she relayed that her personal mobile number was changed by the hacker thus no OTP received from her end. 

BPI is now on hot water as the post went viral, giving people more aware of what could happen on their account with them.

Read her full post below:

"WARNING!!! Long post about my experience sa BPI Credit Card. Read at your own discretion😋

Share ko lang yung nakapag pastress sa akin ngayong araw (actually ilang mos na rin) pero ngayon yung pinaka sukdulan na to the highest level yung stress ko sa BPI.

Sa mga family and friends ko na may BPI Credit Card, ngayon pa lang mag isip isip na kayo kung ayaw nyong magaya sakin.



Last October 2018 na hack yung credit card ko, ginamit sa online transaction sa LAZADA PH MAKATI, tumatagingting na P204,000.00 yung amount in just one day. P200K lang yung credit limit ko, kaya magtataka ka bakit tumuloy parin yung transaction sa Lazada, knowing na lumampas na sya sa credit limit. Syempre ang initial reaction ko, nagulat ako pag kakita ko sa mobile app ko na ganon kalaki yung balance ko. Nireport ko kagad sa BPI and nag file kaagad ako ng dispute. Nag reply once yung Card Fraud Control Team last November 10, 2018 na para bang sinasabi nila na kasalanan ko kung bakit nacompromise yung account ko. "I may have unknowingly shared the information which led to my online account being compromised" daw, sabi sa email. (WOW!!!) Syempre hindi ako papayag, hindi ko matanggap yung initial investigation nila kaya nagreply ako and sinabi ko na investigate nila yung pinaka core netong fraudulent act na to. After nun, wala na akong nakuhang reply from them, nakailang follow up ako sa fraud team, kahit acknowledgement ng email, wala.

Ayoko silang tawagan dahil bukod sa ang hirap makatawag sa hotline nila at ayokong mastress dahil kawawa naman si Baby, 🤰 gusto ko rin documented kaya sa email ako laging nag fofolow up. Nakareceive na lng ako ng letter today from law office, nirefer na pala ni BPI yung case ko sa knila para sila na yung magremind sa akin about the payment. Nakakagulat lng na wala kang nakukuhang sagot sa email tapos bigla kang makakakuha ng letter from law office, so dun na pala natapos yung investigation?

Dahil dun, tumawag na ako sa BPI. Kung hindi pa ako tumawag, hindi ko malalaman na final na pala yung decision nila. Ang sabi sakin nung kausap ko, since secured transaction daw yung sa Lazada, meaning na provide lahat nung nag hack ng card ko yung authentication process at lahat ng details, considered valid daw yung transaction, sisingilin daw nila talaga ako. Ang pwede ko na lng daw gawin is mag parequest ako kay BPI to Lazada ng Charge Slip Retrival para malaman ko raw kung sino yung gumamit ng credit card ko. Then i-report ko raw sa PNP, pero on their part, out na raw sila dun at chacharge parin daw nila ako kahit malaman pa nila na talagang hindi ako yung gumamit ng credit card ko. Isa pang WOW!!!! Ganyan talaga sila sa clients nila? Secured na secured mga clients ah!

Ito pa yung pinaka the best suggestion nung kausap ko, after almost 40 mins ko syang kausap sa phone at paulit ulit kong sinabi na hndi ako yung gumamit ng card, kung gusto ko raw para daw hindi mabigat yung P238,000.00 (including interest na yan) unti untiin ko raw yung pagbabayad. Yun talaga yung option na binigay nya sakin, kasi sisingilin daw tlaga ako ng bank at final na ang decision. So tinanong ko sya, bakit ko babayaran yan eh hndi nga ako ang gumamit? Magpapakahirap ako magtrabaho para bayaran ko yan kahit alam kong hndi ako ang gumamit? Ikaw ang tatanungin ko, kung na hack yang credit card mo, babayaran mo yang P238,000.00 na yan kahit alam mong hndi ikaw ang may kasalanan? The best answer na narinig ko from a customer service rep, "babayaran ko po kasi po kasalanan ko naman po dahil hindi ko po na safe guard yung account ko kaya na compromise" WOW pa ulit!!!!! This time may slow clap na na kasama 👏👏👏 So tlagang pinagdidiinan nila na kasalanan ng customer kung bakit na hacked yung account. 😡😡😡 Eto na lang ang sinabi ko sa kanya, ang scripted ng sagot mo, so tatanggapin mo na lng kahit alam mo sa sarili mo na hindi ikaw yung gumamit? Papakahirap kang magtrabaho para magbayad ng utang na hindi naman sayo?!? Sana lang wag mangyari sayo to, kasi pag nangyari sayo to ewan ko lang kung hndi mo ipaglaban yung tama. Baka kainin mo lahat yang sinabi mo!!!!

So ganon na lng yun BPI?!? Dun na natapos yun, sa "initial investigation" ninyo? Kawawa naman pala yung mga clients ninyo knowing na marami na ring ganitong cases na nagagamit yung credit card online ng hacker kahit hindi naman nawala yung credit card namin. Basta valid and secured yung online transaction at na provide lahat ng hacker yung authentication process at security details, bahala na kami sa buhay namin? Basta ang trabaho nyo is, singilin kami?!? Sobrang unfair and sobrang bulok ng security system ninyo. In the 1st place, baka yung system security ninyo ang may problema kaya ang daming cases na nahahack yung mga credit cards. 🤔👎



Sa totoo lng hindi ako sobrang nasstress sa babayaran, dahil kahit anong gawin nyong paniningil at kahit lumaki pa ng lumaki interest nyan, hindi ko yan isesettle! Mas bothered ako kung papano ihandle ng employees nyo yung ganitong cases. Simpleng acknowledgement ng email mo from the concerned unit, wala!!! Mga walang sense of urgency. Mas stress ako sa mga sagot ng customer service representative ng BPI, parang hindi trained. (Hindi ko nilalahat ha) Walang mga nag babasa ng emails, meron man, hindi naman i-cocoordinate sa concerned unit. Ilang follow up na ang ginawa ko, nakakapagod na, walang pumapansin. Yung totoo? Ano ginagawa nyo sa office?!? Nag iintay ng uwian?!? 😡

NOTE: Sa lahat po ng nagtatanong kung bakit walang OTP si BPI, pinalitan po ng hacker yung registered mobile number ko bago nya gamitin yung credit card ko. Based on history, si BPI mismo ang nag feed sa akin nyang info na yan. (Hindi ko nga alam na pwede pala yun) Nahack din po nya yung BPI express online account ko and dun nya binago yung number ko kaya for sure yung OTP, sa number ng hacker nasesend. Kaya given na may nakapagpicture ng card ko front and back kung saan ko man ginamit, ang Username and password ko ba ng BPI express online account makikita parin sa credit card?!?


***