raise

there are things you mention in passing and there are things you say emphatically.

last month, i called BPI requesting for
reversal of the monthly membership fees
and
cancellation
of my BPI edge mastercard
in that order.

i was emphatic about the sequence.  i was telling the agent i don't know how their system is designed but there are designs where once you cancel a record you cannot anymore alter the transactions associated with it.  (well, you can do a data fix but that is not the regular process.)
i'm not sure whether once they cancel the card they can still reverse the membership fees through the regular process so, to be safe, reverse then cancel.

i was emphatic.
i was repetitive. 🤦‍♀️

sometime later someone from BPI called me asking for confirmation of my request for card cancellation.

i asked whether the membership fees have been reversed.

he wasn't sure.

i asked whether the fees can still be reversed even after the card has been cancelled.

again, he wasn't sure.
he suggested the fees can be left as is since the card will be cancelled anyway.

i said i don't like that especially because i have other cards with BPI.  it's just the edge mastercard i'm having cancelled because i don't use it anyway and it's a hassle to call everytime i have to have the membership fees reversed.

ending:  the guy advised me to call BPI again to request for reversal of membership fees.

yesterday i called BPI for something else then  later asked about the reversal of membership fees which i said i've requested from another agent before.

this agent told me no such request was filed.

nyeh!

i told the agent to have the conversation reviewed.

guess what, the agent actually did and today BPI called to apologize about what happened.  the caller said they've reviewed the conversation and there really was a lapse on their part.

okay.
i told the caller i don't want the agent fired, punished or anything.  i'm also not after their apologies.
all i want is for people to learn from what happened so service can be improved.

the caller told me it won't happen again.

hmmm...  i'm not sure about that but with my raising it i think the chances of recurrence have been reduced somehow.