THE banking sector continues its rapid digitalization, but not all changes have led to better customer experiences. As banks modernize their platforms to align with global fintech trends, longtime users increasingly feel alienated by abrupt platform shifts and reduced functionality. One recent example is BDO Unibank’s migration to a mobile app-only platform, which, while aimed at modernization, has inadvertently compromised convenience and consumer trust.
For years, I conducted my banking transactions via BDO’s browser platform. It was efficient, reliable, and allowed me to manage my bill payees through the “save biller” and payment scheduling feature. Recently, the bank phased out browser access and required all users to transition to its mobile app. What followed was more than just a change in interface — it was a fundamental shift in how users are expected to interact with their financial data, and not necessarily for the better.
Upon transitioning to the app, I learned that the ability to add or save biller profiles had been removed. Instead of offering the option to create and maintain a list of frequently paid accounts, the app now relies entirely on a pay-again-like feature based on transaction history. In theory, this may be manageable for users with only a handful of billers. But for longtime customers who regularly pay utility companies, government services, school fees, insurance providers, credit cards, and multiple business partners, the absence of a saved biller list significantly increases the risk of payment errors, inefficiencies, and user fatigue.
Worse still, I discovered the limits of this system when I paid a PLDT bill through the app. The transaction completed successfully, but I never received an SMS or email confirmation. When our line was disconnected twice days later due to non-reflection of payment, I turned to the app for help. Its transaction history merely listed the amount, merchant name, and reference number, omitting key details like account number, account name, or service period. These are precisely the types of data needed to verify a successful bill payment. Fortunately, I had taken a screenshot during the transaction, which became my only means of defending the payment to the service provider. Without it, even my local bank branch was unable to assist. It had no access to more detailed transaction data that could resolve the issue.
This experience reveals how digital transitions, while often motivated by efficiency and security, can backfire when they disregard consumer needs. Eliminating the “save biller” feature, email or SMS acknowledgment, and relying exclusively on transaction history assumes a level of user behavior and simplicity that does not reflect reality. For customers who depend on consistency, recordkeeping, and structured workflows — particularly for personal finances or business transactions — this new system introduces risk, inconvenience, and unnecessary repetition.
Digitalization should be about enhancing, not erasing, what works. The Bangko Sentral ng Pilipinas, in its push for financial inclusion and digital acceleration, must also consider the standards for user data continuity and access. There should be a clear regulatory mandate that banks retain basic features, especially for those offering bill payment. Furthermore, apps must display a complete and transparent record of all transaction data, including account numbers and vendor names, and provide transaction confirmations via email or SMS as an industry standard.
As consumers, we are told that innovation is for our benefit. But innovation should not mean doing away with the very features that made digital banking user-friendly and secure. Forcing customers to build their entire biller database from scratch — or worse, to rely on incomplete transaction history — is a step backward. It disrupts routines, creates the potential for financial mistakes, and erodes confidence in digital platforms.
The Bangko Sentral ng Pilipinas has made admirable progress in pushing the banking sector toward digitalization, but it must now ensure that innovation does not outpace consumer protection. Customers should be empowered with control over their data, multiple access points to their accounts, and tools that reflect how they use financial services. In this new age of app-based banking, the customer experience must remain central, not sacrificed for the sake of convenience or internal system efficiency.