BPI Lackadaisical Guard (Ire)

Depositing at the Rustans Cubao ATM branch in the mid-afternoon can be quite excruciating because the setting sun hits it directly. When I went 05 December 2005, two clients were already at the ATM machines, so I presumed they were online as I prepared the deposit envelope.

A couple of other clients passed by, and the last one gave me an inkling that something was wrong when he went to both ATM machines. When it was my turn, I saw that the screens were completely blank so I went to the guard who was seated under a tree and suggested in Tagalog that he put the sign up saying OFFLINE.

Unconcernedly, he replied, “Okay lang ’yan (That’s okay).”

I went to the adjacent BPI branch in Shopwise and requested that they call the Rustans branch. Fortunately, the one who answered was the assistant manager, whom I discussed the incident with, and she explained that what the guard probably meant was that it was okay or all right because the systems routinely go offline at a certain time, which probably coincided with the moment that I wanted to make a deposit.

I said that he could have explained the situation. And although I understood that it was very hot, which prompted him to sit under the tree in the first place, and that he was probably lethargic from the heat, that doesn’t excuse his non-informative attitude. Clients are wasting their time going up to the machines when an OFFLINE sign can be recognized from afar without having to be subjected to the heat themselves.

The assistant manager said that she would remind the guard about his duties.

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