Security Breach at East-West Bank Credit Card
I normally avoid writing any complains or rants because I am a firm believer that when things get resolved in the end, it will be difficult to recant hurtful statements that have been thrown or written about someone but I am going to make an exception now. I just can't take this sitting down anymore. East-West Bank has totally turned a deaf ear on a complaint that I have sent them almost a month already. If you are a holder of an East-West Bank Credit Card, don't use that as you might be a victim of a security error.
To summarize my issues, please read: I almost fainted when I discovered, upon receipt of my cc statement, that my credit card was used in a foreign country and I was charged P6000 for such an item. I was shocked because I have not been in that part of the world yet (although I was going to take a trip there a few days later). Upon receipt of my statement, I immediately filed a report through their customer service and gave all the necessary details regarding the questionable item, as well as my identification.
The customer service offered as a palliative measure that I change my card (retaining my account number) to which I agree. That cost me P400 which later, through a text message, East-West said the payment for such has been reversed so i was able to save P400 for such a transaction. However, the fate of the P6000 payment has not been resolved yet.
A text message was sent through me requesting for documents so that my request can be processed to which i acted the soonest time that I could. However, 5 days after I sent such email to cards@eastwestbanker.com, no confirmation of receipt or anything was sent to me. The CS told me again, to resend the same documents and wait for 30 minutes for an acknowledgement. I dutifully, obeyed the CS because I thought the advise was a good one. However, one CS told me that only one email should be sent by one sender. Of course, this one I need to validate whether it's true or not. Apparently, 4 emails will not be enough to get the bank's attention. I was advised to send by fax documents to their fax number in order to expedite the request. The following day, I expected a call or an email regarding my request, but no reaction from the banks. Nada...So, like a broken record, I called up again the CS and she advised me to wait another 24 hours for any reaction from the bank. Since it is a weekend tomorrow, I am going to hold my breath until Monday and then, should the bank call me or notify me then I will be able to exhale a really, really long sigh, but that remains to be something to be anticipated till Monday. Meanwhile, I'm going to not use my card until this issue is resolved. And who knows, I will have it closed. This bank, needs to fortify their security system first so that they will not lose any clients.
To summarize my issues, please read: I almost fainted when I discovered, upon receipt of my cc statement, that my credit card was used in a foreign country and I was charged P6000 for such an item. I was shocked because I have not been in that part of the world yet (although I was going to take a trip there a few days later). Upon receipt of my statement, I immediately filed a report through their customer service and gave all the necessary details regarding the questionable item, as well as my identification.
The customer service offered as a palliative measure that I change my card (retaining my account number) to which I agree. That cost me P400 which later, through a text message, East-West said the payment for such has been reversed so i was able to save P400 for such a transaction. However, the fate of the P6000 payment has not been resolved yet.
A text message was sent through me requesting for documents so that my request can be processed to which i acted the soonest time that I could. However, 5 days after I sent such email to cards@eastwestbanker.com, no confirmation of receipt or anything was sent to me. The CS told me again, to resend the same documents and wait for 30 minutes for an acknowledgement. I dutifully, obeyed the CS because I thought the advise was a good one. However, one CS told me that only one email should be sent by one sender. Of course, this one I need to validate whether it's true or not. Apparently, 4 emails will not be enough to get the bank's attention. I was advised to send by fax documents to their fax number in order to expedite the request. The following day, I expected a call or an email regarding my request, but no reaction from the banks. Nada...So, like a broken record, I called up again the CS and she advised me to wait another 24 hours for any reaction from the bank. Since it is a weekend tomorrow, I am going to hold my breath until Monday and then, should the bank call me or notify me then I will be able to exhale a really, really long sigh, but that remains to be something to be anticipated till Monday. Meanwhile, I'm going to not use my card until this issue is resolved. And who knows, I will have it closed. This bank, needs to fortify their security system first so that they will not lose any clients.
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