Review Bad Customer Service

My daughter's educational plan cheque for the 1st semester and 2nd semester of 2017-2018 has been delayed for many months now. When I asked the Eternal office in Cebu when will the cheque be released, they don't have any idea and though they make follow-ups, they can only wait for what cheque to come. They only receive just a few cheques in a week and that already includes life plans. They advised to contact the head office which is a hassle since it will be a long distance call. I called several times using my cellphone and most of the time no one picks up. In few cases, I was able to speak to a representative but the one in-charge is not also available and and have to call back again. In two other scenarios, I was put on hold for around 2-3 minutes trying to connect me and then call got disconnected.

This experience is quite frustrating. I thought of sending a letter of complaint to Insurance Commission to give attention to this bad practice. They are only good at collection but not good at providing due service to their plan holders.