Last Thursday morning (oopps, super late post ;)), DH and I went to the bank where DH withdrew the fake 500 bill to submit our complaint letter. One of the personnel received the letter and read it. Then she asked us if we could come back after lunch as they would still review the complaint. But there were people waiting for DH at home, I told her that we couldn’t. Â “I’ll just get the Manager’s name and her name“,Â I added. My officemate told me that I can follow-up through their hotline. I just need the name of the manager and the personnel who assisted us. Â She asked us to wait for a while then after less than 5 minutes she returned. She handed us the replacement for the fake 500 peso bill. She apologized for the incident. She assured us that they carefully checked the bills before they reload it to the ATMs but with an excuse that they were just humans who still make mistake. Â I understand that humans commit mistakes however expert they may be. What is unacceptable was the way they handled the incident and their immediate denial of their fault without investigating issue first.
They let us sign the complaint letter that we received the replacement. We also asked her to sign our copy that they replaced the bill. In less than 20 minutes we were off the bank.