Security Bank Complaints

I used my Security Bank debit card to book a hotel back in February. The said booking was cancelled and the Hotel did not push through in collecting the money.

I am aware that banks would normally put the amount on hold in such scenarios but then release it after 24 to 48 hours. Which obviously did not happen. I waited for at least 30 days before filing a request to release the funds and got a message saying Ill need to wait for another 50 days. It has been more than 50 days and all I get from your support team is that they will follow up. This is unacceptable. I need my money released now! Dispute number 02818075.

Received an email today Feb 10, 2021 from REIN BAÑAL.

"May we confirmif the excess payment was already credited to your account."


This is the content of my reply.

NOT YET CREDITED to my security bank account. I don't know what's happening, why it took so long. It's been FIFTY FOUR (54) DAYS since the day I reported it.

1. Legal Department advised me to pay over the counter, I followed.... WRONG decision I made because it wasn't posted in my auto loan account.
2. Heard from customer service that only 29,116.25 is the excess payment. akit yun lang? From 86,000 down to 29,116.25?
3. I REQUESTED for the BREAKDOWN of computation. It took so long and the breakdown sent to me dated JAn 27, 2021 by Ms. JACKIE Q. CANLAS was too informal and I don't know what the computation was all about. May mga hidden charges and penalties ba? Even Security Bank SUPERVISOR CAN'T EXPLAIN it. Stated also on the email, that the said amount will be CREDITED TO MY BANK ACCOUNT WITHIN 5-7 DAYS. When is your 5-7 DAYS lead time? Oh baka nmn, nagkamali ulit kau, insted na 5-7 DAYS eh 5-7 MONTHS pala.
4. I REQUESTED for HISTORY OF PAYMENT, until now my request wasn't sent to me. I still have to wait for another 15 days lead time.
5. Ang daming tanong na ang tanging sagot ng agent nyo, Sorry for the inconvenience. Tsk tsk tsk tsk tsk tsk
6. REQUESTED also for a return call ng concerned unit nyo, until now wala nmn.

Naiistress na po ako, sobra! Malapit na naman ang monthly payment ko sa auto loan na yan. Hanggang ngaun, wala pa rin nangyayari sa nairaise kong concern. SOBRA NMN BAGAL NG SERBISYO NYO. Pagdating sa interest at penalties, mas mabilis pa kau magcompute sa calculator. Sa pamunuan ng Security BAnk, paki aksyunan naman po. Hndi ko na mabilang kung ilang beses akong tumawag sa inyo, kung kani kaninong department nyo ako pinagpapasa pasahan. NAgtatiyaga akong nagaantay sa telepono para magfollow up. Very poor ang serbisyo nyo compare sa ibang bangko. hindi ko alam kung bakit, anong nangyayari. May anomalya ba? Bat ang laki laki ng hidden charges and penalties nyo Security Bank? Wala kayong awa, interest lang ng banko ang pinangangalagaan nyo. I STRONGLY DO NOT RECOMMEND SECURITY BANK to my friends, relatives and colleagues. Very poor customer service.

I am filing this letter to complain your AO named Leizel Lagarteja of Keyland Arnaiz building Legapi village,makati.The said AO she offered me for a renewal of my personal loan,I avail the 150k for 36months.Since I need a money I agreed to this offer,but before that I file a loan application to an agent for 100k.And decided to cancel it since I am much more interested to the offer of ms.liezel.

But Liezel Lagarteja did not accomodate well my request I always send an email to her to rush the process for medical purposes but ms.liezel did not assist me well what is the update of my request.Its been 8days now since I agreed but up to now no response at all.Ms.liezel is not that good for accomodating the request of the client,the service is not good.
Requesting for assistance please to process my renewal of personal loan.

I've been trying to access my account online the whole day but your system is always down! This has been an on-going issue for months!!!!

I am writing to let you know all of my inconveniences with Security bank. First, security bank app freezes, most of the times instapay is not available.. no option to transfer the funds.. always on a maintenance. Second, I went to withdraw in Clark, Pampanga (J. Abad Santos ave) and I successfully wthdrewn money. Then, the next time I withdraw, error message said: Please call bank and it captured my card.
After getting it replaced, after a week it said my pin is incorrect, why in the hell my pin would not work? and error message is : pin is incorrect.
And then when I called customer service , they say I will have to pay for reset pin for 100 pesos. What? For real? Obviously the technicalities of the ATM, of the machine is defective!

Third, given that the system says pin is incorrect. I went ahead and adjusted to the situation.
I did nt want to use my card anymore to withdraw.

I used egivecash, cardless transaction.. So money was transferred to egivecash. And there it goes another error: information is incorrect.. for real?
And then I had to wait 3-5business days because of that. Security banks' error and faulty technicalities and then we suffer. We had to wait because that is bank's policy.. And that we can't do anything but to wait. How unfortunate Us, right?


I wanted to complain for all your technical difficulties of Security bank. It has given me so much frustration and time wasted on the line calling over and over.. Waited 2days now and the egive cash transaction is not creditted back on my aaccount!
Incompetent service!! cant even have a budget upgrading all your technical stuff like Security bankapp and ATM?

I cashed into my grab wallet and 1 transaction failed. This happened while Security Bank were having issue on their online platforms and they suggested to use grab to transfer money from other banks. I called their hotline and the representative didn't give me any information on when this will be resolved. Now I need the money and I don't have any result from my reported concern which should be prioritized because this is clearly their fault. I really need the money for an emergency because my relatives in bicol are in a very bad situation.

SB Promisory Note No. PPL19R17810 Regina Paddit
My July 5 loan payment did not push through due to returned check-not funded. On July 9, I emailed Ron Karlo M. Garcia and advised him that I have been calling the bank but SB is unresponsive. I asked him if he can help me to re-encash the check as I have fully funded my bank. No response. On the same day, July 9, I was able to call SB Customer Service, Darwin Abriol. He advised that I pay late payment fee. I paid on Aug 3 and sent an email to custom***@securitybank.com and attached copy of my payment. On July 14 I called SB Customer Service, Sheila Lacsina. I raised the same issue and she said it is noted on your logsheet. Come August 5, due date for my next payment, my July 5 payment was still left un-encashed. On Oct 17,I received a call from another customer service and asking me to update my payment. I told him my checking account is funded and just encash my check. Today, Nov 5, I received another sms message telling me that I have not paid despite continuous reminders. This is getting too stressful for me. This complaint is filed to document the incidents transpired. I am now convinced to file a case against Security Bank if no action is done after this complaint.

Already called the attention of Security Bank on the first time that I received the demand letter & told me that they will addressed my concern. However, a courier came again to our house this Oct 19 having a demand letter. My husband refused to receive the demand letter but the courier went to our neighbors instead & show the letter. Please help me on this matter, I'd like to know why I am still receiving those demand letters & why the misbehavior of the courier? This caused my family bad exposure the fact that my information are highly confidential. Kindly investigate on this matter & provide urgent actions. Thank you.