Bank manager thanked for walking extra mile

I would like to commend the efforts of Pinky Macaalay, branch manager of RCBC, Loyola Heights Katipunan, in liasing with the bank’s credit card affiliate regarding disputed transactions.

Through my 27 years with the credit card company, it was my first time to raise a concern about unrecognized transactions. It was unfortunate that the customer service group of the credit card company did not provide me with clear information about the process and progress of its investigation regarding the transactions, resulting in confusion and frustration on my part.

I am not a depositor of RCBC but it was Macaalay who “walked the extra mile” to try to retain me as a card member, in consideration of my loyalty and long-standing good credit history.  I appreciate her sincere gesture of “nurturing” client relationship  and “in connecting” with a client during critical times, the kind that goes over and beyond the straightforward, generic business-type of relationship, a rarity in the banking and credit card industry.

I have decided to disengage with the credit card company because of its lack of professionalism in providing and extending good customer service for a longtime client, despite the accessibility of modern communication technology.

—ANNIE CRUZ, [email protected]