PNB Philippine National Bank Worst Bank Customer Service Experience

 

Formal Letter Regarding Banking Experience to the Esteemed Filipino People,

We must acknowledge a stark reality: corrupt politicians are often afforded great respect in banks, in sharp contrast to how we, the ordinary Filipino people, are frequently mistreated.

I am writing to share a recent experience that has caused me significant frustration and disappointment, an experience I believe warrants reflection on how our institutions serve the very citizens they are designed to support.

My intention was simple: to open a personal savings account at a branch of the Philippine National Bank (PNB). As a self-employed individual engaged in various informal ventures, including online subcontracting and other online business opportunities, I sought to utilize modern banking facilities for my humble livelihood, such as SIM card loading and managing digital transactions.

During my visit, I observed instances where other customers appeared to receive preferential treatment, being attended to ahead of those who had been waiting in line. Specifically, a client with a check seemed to be fast-tracked after a phone call, and a foreign national was immediately assisted without waiting. This created a sense of unfairness and raised concerns about equitable service.

When it was my turn, I explained my informal livelihood. I was met with an interrogative tone and a demand for formal permits and certificates of employment, despite explaining my self-employed status. In an attempt to proceed with my opening of a personal account with P3000, maintaining a balance, and accessing online banking, I reluctantly retracted and stated my occupation as "unemployed instead."

Subsequently, a senior employee seemed to question my integrity after seeing my driver's license, which showed an address in a different city. I clarified my recent relocation and my need for local banking services to support my community-based cash-in and loading services. I also provided proof of my child's enrollment in a local school as evidence of my new residency and the urgent need for local banking, as my previous banks are not present in the area.

Despite these explanations, I was informed of an alleged six-month residency requirement before I could open an account. This requirement is not publicly stated on the Philippine National Bank's website and appears to contradict the principle of a national bank serving all Filipinos. This felt like an act of discrimination, undermining my efforts to engage with the formal financial system and contribute to the local economy. It raises questions about how other ordinary Filipinos, such as farmers, laborers, or newly relocated individuals, are treated when seeking essential services.

The name "Philippine National Bank" should embody inclusivity and service to all Filipinos. This experience, however, has left me feeling disheartened and devalued.

Out of respect for the individuals involved, I have chosen not to disclose the specific branch to protect their staff. My intention is not to publicly shame individuals but to highlight a systemic issue.

I urge PNB to conduct a thorough review of this incident, including CCTV footage from May 23, 2025, between 3:00 and 3:30 PM. I sincerely hope that my email letter to them prompts an investigation and a reaffirmation of the Philippine National Bank's commitment to serving every Filipino customer with fairness and respect.

PNB Complaint reference no. PNBE2025052306LG9N

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