You can read the story by clicking, "How An Endorsement By Vicki Belo Is Spoiled".
In response to the blogpost, a comment came in by a certain Mark Bantigue, who is the E-Commerce head at SB. His reply to the post was:
Hi Titas of Bacolod,
My name is Mark Bantigue and I am the E-Commerce Head at Security Bank.
We just saw your post and are very sorry to hear your friend Tata had a mixed experience at our head office branch. We completely agree that her servicing officer should have immediately contacted our Wealth Management department and very surprised to hear that wasn’t the case.
At Security Bank, we are serious about customer service and believe it is everyone’s responsibility. Given the opportunity, I would like to learn more about her experience and hopefully make things right. Please pass on my contact details to Tata.
Best regards,
Mark Bantigue
E-Commerce Head
(02) 867 6788 x7093
mbantigue@securitybank.com.ph
Thank you, Mark Bantigue, for reaching out. Hijo, allow me to point out a few things. Tata did not have a mixed experience. She had a bad experience, period. I honestly think your group has to study the flow on how you receive walk-ins. The clients that you seek for which you spent millions on advertising to reach have a totally different mindset. One has only to walk out of your office and go to Standard Chartered to your left and HSBC to your right. Walk down Paseo to BDO and Citi. Do some research. See how it's done. Until then, maybe SB does not have any right to chase after HNWIs.
After her experience, none of us will follow for now. Unless of course you come out and say, "Yes, we have fixed the kinks and are ready to treat you better than the other banks". Go back to the drawing table. I'm sure your ad agencies will help you modify what you are touting as better service that we deserve. The heads of your ad agencies are clients of your competitor banks and they know what it really is like to be pampered by a real Relationship Manager.
Hold off your Vicki Belo ads please. We love Vicki Belo and it pains us to see her endorsing something that doesn't deliver. The ad agencies did a great job in delivering the message to us. The addition of Dra. Belo is superb. Only the product/service falls way short of what is promised in the advertising.
Lastly, thank you for providing your contact details. I don't think Tata will be contacting you though. To use your tagline and the words of Megan Young, She Deserves Better. Thus, she went down the road and took her business elsewhere.
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