I am so pissed right now with Standard Chartered. Here is what happened:
My brother paid for my last balance for my EZ Pay Installment loan through machine at the Standard Chartered branch in Ortigas. After a few days, I called them to request for the cancellation of my account since I don’t want to retain my credit card with them since I rarely use it. They allowed me to cancel my account since my balance has been settled already but they gave me an option to retain my card and they will reverse my annual fee. So I agreed.
So all the while I thought that my balance with them is already settled. But I was surprised when I received a phone call from their collections department yesterday asking me why I haven’t settled my payment yet. I told them about my payment for November and I was informed that no payment has been reflected for this month.
I called the Standard Chartered Ortigas branch to clarify and I was informed that a payment has been recorded in their database but they were not able to find the envelope when they collected all of it from the machine. So what they did is they deleted my payment record from their database, thus no record of payment has been reflected for this month.
I bet they are not using
ETL Software for their database management since their records are all screwed up. I requested for a record of my account from them but all they can give me is the last 6 months record since they only keep a record per client for 6 months only. If only they have the best data management and data protection software, they would be able to give me a complete record of my account because that’s what ETL software do – it can help improve query performance and back up and protection of data.
I was able to talk to the branch manager today and they can’t give a very logical explanation on how my envelope got lost. Isn’t it that a transaction will not be completed unless you insert an envelope with your payment? And my payment transaction was successful and they even admitted that it was recorded in their database. So my envelope got lost starting from the time when my transaction was completed until they retrieve all the envelopes from the machine which points to them causing this whole problem.
But now, they are asking me to pay P11, 500 again and they can only tell me that they can’t do anything about it. They won’t even investigate on how my envelope got lost? The manager promised to get back to me on Monday as she wants to thoroughly check the machine for my missing envelope.
Hope everything will be settled soon as I can’t imagine paying them another P11, 500.