MyBDO Error Summary Report

Below is a visual chronicle of what I now normally experience when I pay via your Bill Rack page. I used to not have any problems when making payments with the Bill Rack page but this situation started occurring possibly since mid-last year.

I am limited to approximately 1000 characters in my Reply box in the MyBDO Online System so I decided to answer your questions here instead.

- Error Message encountered (if any)

Please see the image below.

- Date/Time of access

The last time I encountered this error message was on Friday, 2016 January 15. I know that there are no scheduled maintenance activities going on at your end as I can simply log in back immediately with no advisory announcements to that effect.

- Internet Service Provider (e.g. PLDT DSL, Globe, Bayantel)

I am right now using my office's internet resources. We have a PLDT line, a Bayantel line and an iGov line. At any time of the day, I may not be aware at which line I would be using since the infrastructure guys would normally "round robin" these lines at different times so as to make better use of our resources.

- PC Operating system ((e.g. Windows XP, Windows Vista)
- Internet Browser(e.g. Windows Internet Explorer v9 or Mozilla Firefox v24.0):

As of the last manifestation, I worked on a Windows 10 laptop. At home, where I can also get the SAME and fully REPLICABLE error effect and situation, I work on a Firefox 40+ version on a Linux Mint 17.++.

- Also, may we clarify if you were able to successfully add these 3 billers to your bill rack before you were logged out by the system?

Yes. As I told you before, I have already been able to fully utilize the Bill Rack successfully in normal situations and in under normal conditions. I have more than 3 billers registered in my Bill Rack and I have always used the Bill Rack previously in making payments to all of these billers.

Viewing the Bill Rack page
Checking an item on the Bill Rack
Filling up the payment details at the Bill Rack
Boom - undergoing maintenance redirect every time I click Submit from the Bill Rack
Close up to the URL at the undergoing maintenance advisory, and yet there are no actual maintenance activities going on this particular time
Nowhere else to go
This shows my Firefox version

Below is a summary of correspondence between me and BDO Online CSR staff. Names may have been changed to protect the privacy of certain people.

1/8/16 4:50 PM MARICAR BONGAYAN Re: Re: Re: BDO Online Banking Inquiry

We regret any inconvenience this may have caused you.

To allow us to further investigate your concern, kindly provide us with the following much needed information:

- Error Message encountered (if any)
- Date/Time of access
- Internet Service Provider (e.g. PLDT DSL, Globe, Bayantel)
- PC Operating system ((e.g. Windows XP, Windows Vista)
- Internet Browser(e.g. Windows Internet Explorer v9 or Mozilla Firefox v24.0):

Also, may we clarify if you were able to successfully add these 3 billers to your bill rack before you were logged out by the system?

We hope to hear from you soon. Thank you for banking with BDO.

eServices Unit
BDO Customer Contact Center

Note: Please reply with the email history when making a follow-up on this concern.

eServices Unit of Customer Contact Center is available Mondays to Sundays from 7:00am to 6:00pm, Manila Time.

For urgent assistance and to report for lost or stolen BDO Cards, please call us at 631 8000 (Metro Manila) / International Access Code+800 8 631 8000 (International Toll Free Numbers).

LOLOY D wrote:
===============
Hello,

Thank you for your response, but your reply was NOT HELPFUL at all. I have been a long time user of your online services and I am a professional web developer so I hope that we can dispense with the speculative browser problems, caching problems, timeouts and any other impertinent technical problems. I have once again experienced the SAME ERROR from making payments via the View/Add Bill Rack menu route BUT I was FULLY SUCCESSFUL via the Pay Bills menu route. I am doing this as an FYI to you hoping that you get to improve your system by fixing bugs. By the way, I experience no problems when making payments on my BDO mobile app. Thank you again and happy new year.

Loloy D

ELVIS JAMES FLORENTINO wrote:
===============

LOLOY D wrote:
===============

1/16/16 5:04 PM KATRINE SULQUIANO Re: Re: Re: Re: Re: BDO Online Banking Inquiry
Thank you for your reply.

Please be advised that we have referred your concern to the appropriate business unit for further investigation and validation.

For your reference, this is logged under Case ID Number 511476334. Kindly give us 5 banking days for the results and resolution of your concern.

We value your patience and continued support. Thank you and have a great day ahead.

eServices Unit
BDO Customer Contact Center

LOLOY D wrote:
===============
I have posted a summary of my "abnormal" experience at http://loloyd.com/bdoesr

The error being thrown is "Our Online Banking system is currently undergoing maintenance. Please try to log in again at a later time. We apologize for this inconvenience." Please note that there are no scheduled maintenance going on and this has ALWAYS HAPPENED CONSISTENTLY every time I submit payments made at the Bill Rack. When I REGULARLY used the Bill Rack more than HALF A YEAR AGO, things WORKED OUT AS EXPECTED.

I still am able to make payments outside the Bill Rack.

I had to cut your messages as I am limited to ~1000 characters here.

Loloy D

I wrote:
===
Hello,

Thank you for your response, but your reply was NOT HELPFUL at all. I have been a long time user of your online services and I am a professional web developer so I hope that we can dispense with the speculative browser problems, caching problems, timeouts and any other impertinent technical problems. I have once again experienced the SAME ERROR from making payments via the View/Add Bill Rack menu route BUT I was FULLY SUCCESSFUL via the Pay Bills menu route. I am doing this as an FYI to you hoping that you get to improve your system by fixing bugs. By the way, I experience no problems when making payments on my BDO mobile app. Thank you again and happy new year.

Loloy D

1/25/16 6:42 PM IMELDA BENEDICTO BDO eBanking Services/Update for Case ID Number 511476334
We apologize for any inconvenience this may caused you.

As advised by Our Service Fulfillment Unit, please do not use the bill rack option as it is currently being fixed.

For any Bills payment transaction, please select under Financial Services the Bills Payment option then choose Pay Bills.

Thank you for banking with BDO.

Customer Feedback Section
BDO Customer Contact Center

Note: This e-mail is logged under Case ID Number 511476334.
Please reply with history or provide us the above Case ID Number when making a follow-up on this concern.

eServices Unit of Customer Contact Center is available Mondays to Sundays from 7:00am to 6:00pm, Manila Time.

For urgent assistance and to report for lost or stolen BDO Cards, please call us at 631 8000 (Metro Manila) / 1 800 5 631 8000 (Bayantel Domestic Toll-free) / 1 800 3 631 8000 (Digitel Domestic Toll-free) / 1 800 8 631 8000 (Globelines Domestic Toll-free) / 1 800 10 631 8000 (PLDT Domestic Toll-free) / International Access Code+800 8 631 8000 (International Toll Free Numbers).

LOLOY D wrote:
===============
I have posted a summary of my "abnormal" experience at http://loloyd.com/bdoesr

The error being thrown is "Our Online Banking system is currently undergoing maintenance. Please try to log in again at a later time. We apologize for this inconvenience." Please note that there are no scheduled maintenance going on and this has ALWAYS HAPPENED CONSISTENTLY every time I submit payments made at the Bill Rack. When I REGULARLY used the Bill Rack more than HALF A YEAR AGO, things WORKED OUT AS EXPECTED.

I still am able to make payments outside the Bill Rack.

I had to cut your messages as I am limited to ~1000 characters here.

Loloy D