I am Engr. Danilo A.
Valen, one of the satisfied customer of Mlhullier Pera Padala Pawnshop(before). Last March 26, 2017 at Cagayan de Oro, Limketkai branch, I sent a Padala to my family amounting P 5,800 to be used for the payment of the Tuition Fee of my daughter , Lyndale Joy Valen and for the payment of my Credit Card. I sent the money to my House helper Miss Emy Bacosa as my claimer. She presented a Helper’s ID and a Residential ID in order to claim my Padala at Mlhullier Manggahan Villaege Branch along Amang Rodriguez Avenue near Robinson Galleria at Manggahan Area.
She was surprised that her ID’s as a valid ID’s were not recognized. Normally she uses these ID’s whenever she claims padala from Palawan or from Cebuana Lhullier. She tried to talk to the teller but to no avail she was not successful to convince the teller. She texted me in the morning of March 27, 2017 that she was not able to claim the money because of the ID’s she presented.
Because I was already at work, I cannot attend to it, to go out of office and to go back to the Mlhullier branch at Limkethkai Cagayan de Oro because it is 40 -60 minutes away from the office I am working with. So I called out our helper Emy Bacosa and asked her to go to the same Branch and give the cell phone to the teller for me to talk to the teller in order to convince her and to authenticate that Emy is our helper. Please take note that I normally transact in this branch. She told Emy, that the ID she had can only claim up to P5,000 pesos only.
Instead of talking to me, she told my helper Emy to call the customer service department. My helper sent thru text the customer hot line number, 1-800-105723-252. I called up and waited for more than a minute before a customer representative answered my call. I communicated my concern and told him what happened.
He told me that he understand my situation and I told him that he did not understand my full situations at that time, so I enumerated that I have lost a lot, my time, my call, and most especially the lost opportunities that my daughter was not able to enroll just because of this he called invalid ID’s. He even told me that under Mhlullier she can only claim P3,000 pesos. I flared up because of the inconsistencies of the statement of P5,000 now it became P 3,000. I also told him that in the Terms and Conditions that there is no specific ID’s enumerated there and what only written under item 6 is that the claimer collect it personally, provide the transaction number, the sender’s name and the amount sent and together with the claim form.
He even informed me that I should know that valid ID’s are required especially when you deal or transact with Mlhullier. In anger I told him I am not satisfied with this kind of service. I asked him what shall I do. He told me that it is better to change the recipient and he even told me that I can transact the changes to any Mhlullier branch.
I told him na Siguraduhin nya lang because I will be more angry that I after going to the nearest branch and I will be asked to go back to the branch I made my Padala, I will call him again in disgust. So I went to Puerto branch to change the recipient. I ask the guard where is the list of the valid ID’s, she cannot show me and I look around and there is none posted in a conspicuous place list of Valid ID’s. I got a number and told that I need to pay P10 for the changes of recipient.
Filled out a new form, paid the P10 pesos and it’s done. The following are my suggestion for improvement: 1. As part of customer service in view of “ fairness “, there should be no discrimination of the ID’s even if it is a helper’s ID or residential ID. My helper cried for discrimination!
Porket ba ako helper lang hindi na tatanggapin ang ID ko, that was her statement. Other Padala business center accepts my ID’s sa Mlhullier lang hindi. Ayoko ko ng mag transact dyan, she told me. 2.
Second, the inconsistences of the level and amount set on the ID’s presented, P5000 in Manggahan office and the customer service agent told me that it should only be P3000. There must be consistencies in all branches to satisfy your valued customers. 3. Third, your slogan “We move your money fast”.
I suggest that instead that the sender will be the one to text the claimer, it should be Mlhulier doing that task just like Palawan pawnshop do to make it faster. Possibility of sending wrong KPTN Transaction numbers are likely to happen. 4. I suggest that there should be consistencies and completeness of the items that you will be posting in all your branches.
Like I experienced, no list of Valid ID’s in other branches posted. My question is, does the main office visit all your Branches just to check the list that every branch should post? 5. As part of Customer service, have you sent customer satisfaction rating survey sheet to your customer to fill up or have you texted your customers for rating?
Or have you asked them on how we can serve you better? Please read “Kano Principle” on Customer Satisfaction as a tip on Customer Service. It is my desire that Mlhullier will win me back to become you satisfied customer again.
Danilo A. Valen Valuable Customer
Product or Service Mentioned: Mlhuillier Customer Care.
Reason of review: Indiscrimination .
Monetary Loss: $114.
Preferred solution: Let the company propose a solution.
I didn't like: Descrimination, Service from the teller and guard, Poor customer service, Customer service is nit good, Service from the teller.