SPS. WARLITO AND PAMELA FANER Email : wfaner@kockw. com Dear Mr. and Mrs.

Faner, We write in connection with your e-mail of September 3, 2009 sent th rough our BPI Direct which was referred to our department for appropriate action and response. This pertains to your alleged undispensed ATM withdrawal of P10,0 00.00 through our BPI MH Del Pilar ATM terminal. You reported that both of you went to BPI MH Del Pilar Branch on July 4, 2009 and made two ATM withdrawals of P10,000.000 each from Ms. Paner's Savings Account no. 84xx-xx15-17 The first wit hdrawal was successful, however, you reported that the second withdrawal did not dispense cash but the withdrawn amount was debited against the account. You add ed that this had been witnessed by the branch guard on duty. Thank you for your valuable feedback. We understand that you are not satisfied with the investigation results as relayed to you earlier by BPI Direc t, BPI MH Del Pilar and SM Bacoor Branches. We, nevertheless, separately look ed into the incident you reported in coordination with our ATM Reconciliation De partment. Please allow us to explain that the Turn-Around- Time (TAT) in the re solution of ATM withdrawal complaints, similar to yours (some take longer, like interbank withdrawals) is basically within 3 banking days. Allow us to share th at our ATM system has an auto-reconciliation process, which may do reversals on the same day, if the problem is easily recognizable. Nonetheless, in cases where an account incurs an undispensed or short dispensed ATM withdrawal, this can be identified as an overage during reconciliation process via physical cash count left inside the machine and the day's transaction journal print-out/reports. If the machine incurs hardware problems, this is referred to our machine vendor for further technical verification. Reverification findings show that there were indeed two ATM withdraw als made against Mrs. Paner's savings account on July 4, 2009 using ATM Card No . xx9559-84xx- xx15-17 with Joint Account Indicator (JAI) 0 and Sequence (SEQ) no. 2 issued under the name of Mrs. Paner. Both withdrawals were done through o ur BPI MH Del Pilar ATM No. 8151. The first withdrawal of P10,000.00 was made at 01:06PM and was followed by another withdrawal of P10,000.00 at 01:08PM. Both w ithdrawals per record were dispensed successfully. The second withdrawal claime d to be undispensed has been referred to our vendor for further investigation . However, being a loyal depositor of the bank, we are glad to inform you that we have reimbursed your account the amount of P10,000.00 while awaitin g the result of our vendor's investigation. The reimbursement can be seen poste d to Mr. Faner's account on September 7, 2009 (Monday). We sincerely apologize f or whatever inconvenience this matter may have caused you. We will update you o n the result of the vendor's investigation as soon as we get available feedback on this. We hope for your kind understanding on this matter. We look forward to your continued support and patronage. Should you have other concerns, pl ease email us at bpidirect@bpi. com.ph or expressonline@ bpi.com,ph to ensure that your message is routed to and acted upon by the proper unit of the bank Sincerely yours, MIGUEL L. BERNABE Vice President and Head ATM Channel