June 28, 2014

Dear Sir;

I am an eighteen-year-old college student. I was forced to leave my family
and comfortable life to be able to step into college. Nevertheless, I need help
regarding my current situation. When I was about to make a withdrawal from my
BDO ATM Debit Card last June 16, 2014, I found out that I had no money left, which
was surprising on my part, especially since I still had money from my allowance for
the month of June 2014.
I contacted BDO in Cagayan de Oro via my relatives mobile phone (I called
her up and she gave the phone to the BDO personnel in the Osmea branch where I
opened my account) and they had told me that a full withdrawal of my entire
account was made on the morning of June 16, 2014. I was puzzled, initially, since I
did not leave my dormitory up until one in the afternoon since my classes started in
the afternoon and I live in the dormitory inside my universitys campus. Plus, there
was the fact that my ATM debit card was denied when I tried to use it to pay the
goods that I was supposed to buy in SM Cubao on June 15, 2014. Nevertheless, I had
to cut the conversation with them as I had classes at one thirty in the afternoon and
it was already nearing that time and I have yet to eat my first meal for that day. They
referred me to call their hotline number, which was 631-8000.
By two-thirty in the afternoon, my Mother and I rushed to BDO Katipunan
branch (since it was the nearest branch within the vicinity.) The personnel there,
once again, referred me to their hotline number which I contacted as they had
provided me with a landline phone. Someone had answered and they initially asked
me for my details since I couldnt give out my account number, since I forgot them.
They had asked about my personal information and I was able to answer them.
Nevertheless, they asked, afterwards, that it could be possible that I had made that
transaction via online banking. Unfortunately, I was not aware that online banking
was possible and so, they told me that a full withdrawal was made on June 14, 2014,
12 midnight.
It had occurred to me that their statements were conflicting, my mind still
fresh with the details that they had given out an hour prior (aside from the fact, that
they made an inkling that I might have done online banking, which was not plausible
at all.) They told me that a withdrawal was made via my ATM Debit Card and that it
was possible that somebody might have learned my passcode. They offered that
they could change my passcode, yet when I asked if it was going to assure me that
nobody could hack into my account, they told me that they could give no assurance.
Does that mean that my account was never in safe hands then?

They gave me a reference number afterwards, since they told me that
investigation was going to occur and they could give me a response after five
banking days. I was supposed to call them on June 24, 2014, but I couldnt due to my
responsibilities as a student and a student-leader, at the same time. Nevertheless,
they had given me a call, but I couldn't answer since I was in class at that time. It had
occurred to me to give them a call at this day, June 28, 2014, finally having the time
to call them. At four in the afternoon, I called their hotline number once again and
asked what happened with the investigation. They told me that the investigation
was concluded and that the full withdrawal that was made on June 14, 2014 at 12
midnight appeared to be valid. I could not comprehend how that was going to be
valid when I had my ATM Debit card with me the whole time and I was already
sleeping at that time in my bed in Cagayan de Oro since classes did not start yet at
that time. I had asked for the location where the withdrawal was made and they
pointed out a mall in Novaliches.
I was flabbergasted, especially since I was not yet in Manila at that time. My
Mom and I would fly on the same day, but at two in the afternoon via carrier,
Philippine Airlines. It would be out of the question for me to be in Novaliches at that
time when I was in Cagayan de Oro the whole time since my arrival there last May
24, 2014 up until June 14, 2014, two in the afternoon. I arrived to Manila at around
four-thirty in the afternoon, arriving to my dorm approximately an hour later. I
explained to the lady what had happened and she told me that they would do a
reinvestigation. To carry evidence on my innocence, I had forwarded my boarding
pass to them online addressed to callcenter@bdo.com.ph.
These are the events that occurred and I couldnt help getting stressed over
such. Nine thousand pesos may seem like a small amount for some people, but they
make a difference for a college student like me, who is overwhelmed by studies and
an environment unfamiliar to her. My mother is not with me anymore as she went
back to Cagayan de Oro after she had a medical check up since she might have
cancer again. I am currently in debts since I do not have my allowance.
Furthermore, what I am a very dismayed with is the fact that we let BDO
handle our money, yet they cannot assure us that our money is in safe hands. I do
not think that the leading banking company in the Philippines should have a very
lousy security service, especially since the money that they have been entrusted
with is money that has been worked hard by people for their own means of survival.
I have made this letter in order to make other people aware of my current
situation and also to speak out for other possible victims at this hacking scheme. If
hacking were involved, wouldnt it be BDOs fault, as well, for negligence on
providing a better security for their customers?

Respectfully Yours,

Jezreel Chan.