PBCOM is determined to delight our customers with responsiveness as we envision ourselves to be the most preferred and trusted financial partner through generations. With the customers at the heart of our vision to enrich lives, we ensure to nurture our relationship with them.
PBCOM provides "an enabling environment that protects the interest of financial consumers and institutionalizes the responsibilities of all stakeholders." The majority of the provisions in the BSP Circular 857 on Consumer Protection have already been complied by PBCOM.
PBCOM Customer Protection and Experience Division
The PBCOM Customer Protection and Experience Division is continuously working on reviewing and improving our programs for financial education, fair treatment to all stakeholders, customer handling and risk management.
SECURITY AND FRAUD PREVENTION
We ensure that there are control systems to have secure and consistent banking transactions, whether through the branches or digital channels. This is to safeguard our customers from security threats such as financial and personal identity theft. Risk of PIN/card data skimming devices is controlled by regularly checking the PBCOM ATMs.
PRIVACY OF INFORMATION
PBCOM enhanced the verification process across varied channels to protect our clients from theft of personal information. Processing of transactions adds a more secured verification and several layers of positive identification before assisting clients with their concerns.
RIGHT TO TRANSPARENCY
With the continuous innovation of our products and services, PBCOM makes them accessible, understandable, clear and accurate by ensuring that all necessary and relevant information are available to our customers. Nevertheless, our customers have the right to be adequately educated regarding features, terms, systems and procedures, and inherent risks of bank products and services, including his responsibilities, and the right to be protected against fraudulent, dishonest or misleading advertising, labeling, or promotion, and to seek redress for misrepresentation, breach of contractual obligations, shoddy goods or unsatisfactory services.
Our branch personnel and Contact Center are trained to talk about financial matters, our products and services, and its risks so our customers can make informed decisions. They are also equipped with the knowledge and IT-supported technical capabilities to advice our customers on security and fraud prevention, as well as the procedure for reporting such cases and card-related concerns and resolve them.
Issuance of advisories on information security threats is also being communicated to our clients via website, social media, email announcements, ATM or through the branches.
For any concerns, visit your branch of account, or contact the PBCOM Customer Contact Center at Tel No. 777-2266 (Metro Manila) 1-800-10-777-2266 (Domestic Toll-Free) or the BSP Financial Consumer Protection Department at Tel No. 708-7087.