Complaint against branch head Cecilia S. Santos and branch operatios officer Anne Krisna R. Dela Cruz of Malolos Cabanas Branch***Good day . This is Dr. Leilani C . Santos and this is a complaint letter against these two officers from Malolos Cabanas Branch for their failure to make immediate action on the mistake they commited on me.*This what happened.*On January **, I issued a check to Architect Pamela Mariano with an amount of *,***,***php from my BDO Sm Pulilan acct. Architect Mariano deposited the check in her Metrobank Cabanas Branch January **. It was credited to her passbook on that day but was informed on the afternoon of the same day she needed to go back to the bank to get the check she deposited because the second approving officer disapproved the check because the number * looked *. So the following day January **, she got the check from the bank and the bank debited the *,***,** from her passbook . Her husband then ask from me a replacement check and gave back my first issued check , I already noticed a mark at the back of the check but failed to read that there was no cancelation. So I thought everything was settled . Then yesterday upon checking online my BDO account ,I was surprised that my balance was way below my real balance because *,***,*** was debited from my account Jan ** and another *,***,*** was again debited from my account Jan ** , which was the same day Architect Mariano deposited the replacement check. Immediately I went to Bdo and ask why there were two debits that appeared in my account . They explained that there were two checks that was deposited and was cleared . I asked Architect Mariano if there were two *,***,*** credits in her account and immediately she inquired in Metrobank if there was and she was told that there was only one and that was the check she deposited Jan **. And the *,***,*** transacted Jan ** was floating. Metrobank officer Anne Krisna dela Cruz contacted me at * PM and told me that there was a problem and that the money will be credited back to me and she will call back again to inform me when. So I waited for her call until *:** pm but she only called back after I asked BDO for help to follow up my concern to Ms. dela Cruz of Metrobank. Upon talking to Ms. dela Cruz over the phone she told me that the only way she can return the money was by crediting the *,***,*** to Architect Mariano's account then Architect will issue the amount back to me . I did not agree because the money is mine and the mistake was theirs so why don't they just transfer back the money to Bdo so I can get my money back. Imagine they know that they have a floating amount of *,***,** from Jan ** up to Jan ** and they did not do any action until Jan ** thanks God I accidentally saw it . But the stress I felt was so much because they cannot assure me whet can I get my money back and the manager was not even talking to me. I was asking Ms. dela Cruz who can I talk to and ask the true scenario but she kept on saying "parang awa nyo na po ako na lang po ang aayos nito ". The following day which is today Feb *, my husband and I went personally to Metrobank Cabanas branch and requested that the money be credited back to us but Ms. Dela Cruz told us we had to wait within the day. So I told them that we will not leave the bank unless they transfer it now . I have issued other checks and delaying my money will result to bouncing checks, only then they acted immediately and after ** minutes BDO called me to inform that the money was already credited to my account.*I am telling you this story so this incidence will not happen to any of your clients again because it caused me so much stress. I even want to pursue this case and file a case against these officers of yours. Thank you and hope to get feedback from your office as soon as possible. **Respectfully, **Dr. Leilani C.Santos
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