Call Center Agent visits GSIS Cebu: "A WASTE of Saliva"

I still believe that the pen is powerful than rage and just pure anger.

My mother's death came as a blow to our family. Although she has been struck with cancer for seven years. We thought we can overcome it because she was a fighter. But then she died.

Last February 20, 2012 my brother called me. I was informed that they have claimed my mother's death benefits. On the 24th of the same month GSIS Catbalogan will send a check with my name on it. Promptly last Feb 24th, I called GSIS Catbalogan. They have informed me that they sent the check to GSIS Cebu, since I am here. They sent it through postal mail (snail mail).

Considering that GSIS Catbalogan sent it through snail mail I went to GSIS Cebu last March 5. It was to give them time. I entered the office and was given a priority number. You can see it on the top. I was #106, goodluck! At 1:51PM GSIS Cebu looks empty. Supposedly there were three counters that were active based on the priority number provided to me. But it was counter 6 that was calling people. When I sat down, I heard the lady on counter 6 calling out number eighty four. So I sat down and observe, hoping that someone might man counter five and four. Thirty minutes passed and no one came. It seemed that I was indeed wasting my time. I have a night job, so it was my bedtime or else I would not be able to work well. 

Running out of patience. I approached cashier booth number 2. She was helpful, at first! She informed me that indeed the money has been sent. She gave the check number and register number provided by the postal services (i guess it was a tracking number). You know why I said, I guess it's the tracking number? Because when I asked that lady as to what is the use of it, she said she does not know. So I further asked, is the register number the same with the tracking number. She still said she does not know. So I asked again, why are you giving it to me. She said, she has to. (BANG) What a very honest and senseless answer.

"Miss, where is the check?" 

"Dong (a term used in Cebu to indicate that the person saying this is older than you), it is in the post office!" 

"Miss, can i get it from there?"

"No, you cant! Because it is under my name."

"Can you track it?

"No, dong!"

"When can I have it?" 

"I don't know. Because it is the post office who has your check. You have to wait. It is not under our control anymore!" (BANG, very helpful)

Treating this as a mishap on the side of that GSIS Cebu cashier. I asked her if I can talk to someone higher than her. She willingly sent me to the manager. 

manager: "Good morning, what is the problem?"

me: extending my hand. "Hi, I am (name confidential), I came here because it seems that my concern can't be resolved by your people." my hand was never met and we did not shake hand. Very formal!

manager: looking at the cashier, "What is his problem?"

me: "I can tell you but can I please take a seat? And how would you want me to call you?"

manager: "Ok, sit! You can call me whatever you want!" (BANG, very professional!!!)

me: (thinking, can i call you bitch?) "ah.. okay!"

I explained what happened to this manager. She then asked the cashier to call the post office. She came back with an answer that the post office said that they are following it up. What came next was a debate between me and that manager.

manager: "Sir, it is beyond our power anymore. We are not Philpost!"

me: "Who chose PhilPost?"

manager: "Us, sir!"

me: "Then you should take responsibility for it! If I was given the choice I know I would not choose that service because it's crap and inefficient.I thought your mission is to continually improve your service? So who is responsible?"

manager: "I know sir, if you have seen GSIS last 2002 you can see that we have improved!" (take note, that she did not answer all my question)

me: "Who is responsible for my check?"

manager: "Sir we helped you already. We even called the Post Office..."

This is not the shocking part. When I paused to think. This is what this manager just suddenly said.

manager: "Sir, your English is very good. Are you having a vacation here in the Philippines?" (BANG, clear cut topic diversion!!!)

"me: "No, I AM A FILIPINO but I work in a call center..."

manager: "ohhh. your English is good!"

With that note I did not proceed through. It was clear that I was wasting my time already. I was clear that I would not be able to get help. It was clear I wasted my saliva with a plea for a logical explanation.

Last March 9, I went back to GSIS. And they provided me with the same reason. I still talked to that lady on Cashier booth #2. And I ended raising my voice. To the people there who were sitting behind me, sorry. To people of GSIS, I would be glad to repeat it. And for the record, YOU people are the worst. You do not know Customer Service. They said that they have been following up my check. But then, right there this lady cashier noticed that the phone number that she was suppose to call was no longer in service. So, talk about following when she just realized it there. I asked their guard to escort me outside before I end up saying things to the people there. This is how GSIS pays back the dependents of a faithful and loyal government employee. They tell you to wait!