Dear LBC…

Dear LBC,

Don’t get me wrong. I am not here to bash your company. I have been a customer since I started my online entrepreneurship last year. Even if your company charges higher than most of the local courier service companies I know, I’d prefer to use your service since I find your company reliable in terms of meeting deadlines and shipping expectations.

Not until last June 2015, in the name of providing better flexibility to my clients, I started using your LBC Remit Express service. I love the fact that you guys accept Palawan Padala as your partner remittance center as it reaches my clients who live in remote areas without proper banking facilities. To be honest, I was happy for the past 4 months. I have been encashing payments around LBC outlets in Metro Manila and one of the branches I frequent is LBC SM Megamall.

Last Oct 31, 2015, I went there and lined up to do my usual encashment process. I am about to encash a payment sent via Palawan Padala. Unfortunately, the lazy guy in Palawan encoded my name incorrectly and used my second name as my middle name–from Jirbie Leanne Go to Jirbie L. Go–hence your guy Mr. Kevin Pabalan flat out turned my request down.

So I tried to negotiate as this was a minute human error that would certainly be proven by my 2 government IDs, other photo IDs, and even all my credit cards that the remittance was undoubtedly for me. Further, I even calmly told Mr. Kevin that I can present a digital copy of the Palawan Express remittance slip sent to me by my client, just to prove that the remittance was intended for me. However, Mr. Kevin Pabalan flatly shut me off saying he will only base it on my ID.

Certainly this error is easily amendable, especially that your other LBC SM Megamall staff Reymart Canicula can vouch for me as he recognizes me by face. Plus, asking for my client to go back to the Palawan outlet and have this corrected and having myself come back to another LBC outlet trying to fall in line and encash would cause so much inconvenience for me, as your customer, and for my client as well.

Things got sour when your staff Kevin Pabalan showed no empathy as I try to make him understand my predicament. I was furious and frustrated knowing the fact that I was willing to show all my IDs, the Palawan slip, and that one of your other staff recognizes me as a frequent customer yet Mr. Kevin just won’t see the obvious.

So I told Mr. Kevin to help share this complaint to the management. If your company is getting a partner establishment that is not consistent with your company’s policies, I think there’s a gap that needs to be filled and this gap should not be at the expense–and inconvenience–of your customers. However, your staff, Mr. Kevin was being a total b*tch that day and just kept on repeating that he will only base it on my ID.

I felt so bad trying to explain that the error is not even my fault–as it was your partner Palawan’s lazy-ass fault. So why should I bear the inconvenience of coming back and falling in line all over again trying to encash a measly amount of Php1000 when it is obvious, through my various IDs and digital copy of the Palawan remittance slip, that the remittance was solely intended for me?

I understand that it would be a different scenario if the name on the Palawan form was a totally different name or alias. I wouldn’t even argue. But this was quite obvious. I just hoped your staff handled it differently. Or at least, his attitude towards the situation had more service into it.

So I told him I’d write a good letter about him and the incident before going to another LBC branch a couple of days after.

Guess what, I was able to encash the remittance without any issue. So where’s the consistency in your service, LBC? Or was Mr. Kevin just being a total jerk that day?

Oh, and did I mention the manager/supervisor in SM Megamall didn’t even have the balls to face me? I heard a lady’s voice calling out from behind the divider telling Mr. Kevin to call the guards. The nerve. You can even check your CCTV if I was causing a scene good enough to merit being ushered by guards because, clearly, I was not.

I am very disappointed with your SM Megamall branch. Your staff and supervisor in Mega lacks the proper training as front liners and service crews. I have been to LBC CTTM Plaza, LBC Amberland, LBC Robinson’s Ermita, LBC National Bookstore Complex and a whole lot other LBC branches to encash, and all your staff in these branches are far more pleasant than those in Megamall.

Please hire proper people and please get back to me on this.

Thank you.

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