TUMAAS ang credit card-related complaints ng 45% sa second quarter mula sa naunang tatlong buwan, ayon sa Credit Card Association of the Philippines (CCAP).
Pangunahing reklamo ang account management; interest rate, fees, at charges; at unauthorized online transactions.
Sinabi ng CCAP na may kabuuang 4,161 credit card complaints sa second quarter, na katumbas ng 23.65% ng total volume ng consumer complaints na natanggap para sa naturang panahon.
Ang mga reklamo sa account management — kabilang ang mga customer na nakaranas ng hirap sa pag-access ng accounts, card applications, card activation at cancellation processes, non-delivery o delay sa delivery — ay bumubuo sa 55.5% kabuuang reklamo, tumaas mula sa 37.2% sa kaparehong panahon noong nakaraang taon.
Sakop din ng account management concerns ang paglalabas ng rebates, promotions, at rewards, at mga hamon sa pag-update ng account o client information, at unposted transactions o payments.
“Paying more attention to customer needs is a positive commitment of our member-card issuers. While there are always opportunities for improvement, most of the feedback we receive are about credit card management and customer services,” sabi ni CCAP executive director Alex Ilagan.
“An increasing number of consumers are engaging with their credit card issuers to seek better support in managing their accounts, reflecting a growing awareness of credit management,” dagdag pa niya.
Ayon sa CCAP, patuloy itong makikipag-ugnayan sa mga miyembro nito upang matiyak ang mas maayos na customer experiences sa pamamagitan ng refining processes tulad ng credit card applications, card activation, billing management, at ng paglalabas ng rewards at rebates.
“We at CCAP will continue to serve as the bridge between consumers and the financial industry, ensuring a balance between customer needs and market realities,” ani Ilagan.
Noong Agosto ay pumirma ang CCAP ng kontrata sa Bangko Sentral ng Pilipinas para sa paglulunsad ng innovative financial education programs, kung saan magtutulungan ang dalawang partido para makabuo ng isang credit card e-learning course.