I had an unfortunate and traumatic experience with PAG-IBIG and Union Bank when applying for my Pag-Ibig Loyalty Card Plus. Initially, I had to submit my birth certificate to resolve a discrepancy in my mother’s name on their records. Then came the arduous process of obtaining a connected bank card for future loans and transactions with Pag-Ibig.

The problem arose when both Pag-Ibig and Union Bank refused to honor my IDs, including the PhilHealth ID, TIN, and company ID. However, that wasn’t the only issue encountered during the application process at the SM Aura Pag-Ibig branch on June 15. Compounded by a 6.2 magnitude earthquake that morning, I had to endure a wait of nearly 5 hours, from 9 am to past 1 pm, to obtain the Loyalty Card Plus.

To exacerbate matters, I had to repeatedly inquire with the guards about my application status. When I demanded they recheck, I was informed that they couldn’t locate my application form. Only after raising my voice and insisting on speaking with someone in authority did they start taking my concerns seriously.

Regarding my IDs, a Pag-ibig employee mentioned that they would consider my case and forward my request to their partner bank, Union Bank. However, as per their policy, a PhilHealth ID is not considered valid. The final decision on honoring a PhilHealth ID rests with Union Bank.

Unfortunately, the rejection came when a Union Bank representative at SM Aura stated that PhilHealth is not recognized as a primary ID. Curiously, they accept a barangay clearance or ID as a primary ID. Despite escalating the matter to a higher authority within Union Bank via phone, I was once again informed that PhilHealth is not considered valid or primary.

Frustrated, I called Union Bank’s call center and received the same response and policy: PhilHealth is not recognized as a valid or primary ID. However, upon checking existing BSP regulations on the same day, I discovered that a BSP Memorandum (No. M-2012-021) specifically mandates that the PhilHealth Card is a valid government ID “to be honored in all transactions requiring the verification of a person’s identity.”

Union Bank’s list of valid IDs for the Loyalty Card Plus application includes GOCC IDs. Since PhilHealth is a GOCC or government-owned and controlled corporation, it should be considered valid according to Union Bank’s own rules. Or is it possible that Union Bank employees are uninformed or lacking knowledge? I cannot say for certain.

Subsequently, I filed complaints with both Pag-Ibig and Union Bank. The government’s complaint center offered an apology and promised to investigate the matter. However, Union Bank’s Consumer Affairs Officer, James Belmonte, reached out to me yesterday via email, only to provide a different explanation.

“In conducting an investigation into the matter, we have determined that the ID requirement for Pag-IBIG Loyalty Card Plus enrollment is set by Pag-IBIG Fund,” Belmonte stated in their letter.

The problem lies in the contradiction between what Pag-Ibig initially communicated to me and its members and the information I received from Union Bank. It appears that someone is LYING here.

Here’s my response to Union Bank’s email of explanation to me:

To whom it may concern,

There seems to be a contradiction here. According to the employees of Pag-ibig at SM Aura, it is the bank, specifically Union Bank, that determines which IDs are acceptable for opening a Pag-Ibig Loyalty Card. I have evidence in the form of a video and recorded conversation to support this. Additionally, when I personally spoke to your representative at SM Aura, they confirmed that the bank sets the rules. Moreover, I had a phone conversation with someone from Union Bank regarding this matter.

Just to provide some context, I presented the same IDs when my account was approved for SSS, and Union Bank’s approved list of IDs includes GOCC. Furthermore, there is a BSP Circular stating that PhilHealth IDs should be honored as valid for any transactions.

Now, it is puzzling that you are claiming that Pag-Ibig is responsible for setting the rules regarding acceptable IDs. Once again, it appears that someone is not being truthful and is spreading misinformation.

I just wanna know who’s telling the truth, and whether both Pag-Ibig and Union Bank have higher authority than the BSP!