Settled SSS Retirement Benefit Claim
Settled SSS Retirement Benefit Claim
The Contact Center ng Bayan (CCB) received thru text message a request for assistance on April 12, 2019, for the processing of his retirement claim application:
“Good day! Mayroon lang po akong gustong iparating sa opisina niyo. Dati po akong seaman, nagki-claim ako ng retirement ko sa SSS pero hindi ako makakuha hanggang ngayon gawa ng opis ko dati na German Marine Agency sa Bangkal, Makati na may ipinasok na contribution na hindi naman sa akin. Panay ang request ko sa agency na ito to delete or ibalik sa may ari pero puro lang pangako. Mula pa noong January ang pag-request ko. Ang sabi po ng SSS ay kailangan daw ma-delete muna iyong contribution na naipasok na hindi sa akin at it will take 3 months daw para ma-delete pero kapag ang agency daw na naghulog ang magpa-delete ay madali lang daw. Iyong contribution na iyon na naipasok sa akin ay sa anak ko na Junior. Nakipag-ugnayan na po kami sa SSS Diliman QC at ang nakausap namin ay si MS. Violeta P. Nadal. Ang sabi niya ay magpunta raw kami sa German Marine Agency upang sila ang magpa-delete sa contribution na iyon. Tawag kami ng tawag sa agency pero puro pangako walang action.”
CCB referred the client’s concern to the Social Security System (SSS) on April 12, 2019. On June 11, 2019, the CCB received this update:
“Gud afternoon..thank you so much sa tulong nyo... na withdraw ko na po ngayon lang ang pension ko sa SSS..Again thank you!”
Settled HDMF Retirement Benefit Claim
Settled HDMF Retirement Benefit Claim
The CCB received an email requesting assistance on May 2, 2019, for the processing of his retirement claim application:
“Good Day! I follow up ko lang po ang complaint ko tungkol sa release ng TAV ko.KAILAN PO BA MARE-RELEASE?Bakit sabi ng pagibig fund robinsons desk officer hindi niya masigurado kailan marerelease. Gusto ko po sanang humingi ng tulong para sa ikabibilis ng pagrelease ng TAV (TOTAL ACCUMULATED VALUE) ng Pagibig fund ko sa Pagibig fund Robinson and Stgo.city hall desk officer.Tatlong beses napo akong nagpabalik balik doon sa branch nila. Una noong humingi ako ng requirements March 22 2019.Pangalawa noong 25 March nagsubmmit at huli noong 11 april 2019. At kanina umaga nag text po ko for follow up 10:00-11:20 am pero ala pong reply.Noong nag follow up ako ng cash-out ng benefits noong April 11 matatagalan pa raw.sabi ng Robinsons Pagibig fund desk officer. Bakit ganon kabagal at ka inefficient ng serbisyo ng Pagibig Fund sa mga Retiree S.C. & PWD.Lagi kong encounter ang lines “hindi pa pasok sa data base” ang aking records sa Pagibig fund hanggang ngayon.”
The concern was referred to the Home Development Mutual Fund (HDMF) on May 2, 2019. On June 20, 2019, CCB received a message from the client extending his appreciation for the assistance provided:
“Hi! Good pm.First of all I would like to thank your agencies for your great effort in helping me to claim my TAV(Pagibig Fund Benefit)I received the check last May 17 2019.I have a great concern for people who are about to collect also their benefits in the future.In my own experienced Pagibig Fund employees doesn't show transparency in their computing details of benefits esp. Dividends.I wish that a person in authority will correct this matters for the sake of Pagibig members who don't have the time and knowledge to compute their rightful benefits.”
Released GSIS UMID Card
Released GSIS UMID Card
The CCB received an email requesting assistance on May 16, 2019, for the release of her GSIS Unified Multi-Purpose Identification (UMID) card:
“This email pertains to my GSIS E-Card Plus. After I was referred by one of the security guards of GSIS Bacolod Office last April 17, 2019 to your Office, I went to your Union Bank-Araneta St., Bacolod City, Neg. Occ. Branch. I was told by one of your personnel in Union Bank - Araneta St., Bacolod City, Neg. Occ. Branch that it was not among the GSIS Cards in their custody ready for release. The ones that have been with them are the GSIS Cards of pensioners and none of any government employee who is still active in civil service or currently employed. I was assured that I will be contacted as soon as any information is obtained where exactly my GSIS E-Card Plus was and when will it be available for release. On April 22, 2019, GSIS Bacolod Office through its personnel named Rica told me that my name is in the list of those whose GSIS E-Card Plus is issued and ready for release. It was, however, in the rooster of Benguet, Philippines address which is contrary to my address and that of the one registered in GSIS Bacolod Office which is Bacolod City, Negros Occidental. While my over-the-counter transaction with her was on-going, she said she emailed your support service department regarding my concern and told me that she will wait for any response from you soon for any development. Just like one of your personnel, I was assured of an action but I neither heard nor received any update yet, with an option from GSIS Bacolod Branch to contact them about it. As such, I would like to request directly for your intervention on this matter since nothing seemed to reach me as of this time. Please trace where exactly my card is and whether or not it is ready for release. This is to avoid incurring any fraud that may happen to it especially that there appears an error in its address from your end and it also seems that it is already released since according to Rica of GSIS Bacolod Office, no notation was provided what happened to it and it appears that all of the GSIS E-Card Plus were already released. According to her, your personnel who took charge of the release of the GSIS E-Card Plus in their Office did not left the place until almost all such Cards were released. Also, Rica of GSIS Bacolod Office said since the transaction is a re-carding, it is your direct accountability and responsibility and not that of GSIS. I happen not to confirm from her that she may be right about it since you were contracted by GSIS to do the business of facilitating the availing of GSIS Members' benefits and manage the processes involved. Initially, it begins with the medium on how it shall be availed of, which is the GSIS Member's Card. Yet as GSIS Member, I am directly connected with GSIS, hence, any question arising from the services you provide, GSIS must come in to intervene. Your contract with GSIS came in because of its members which I happen to be one. Whatever inconsistencies or misunderstanding in your processes for facilitating the services due to me and the rest of the GSIS Members should supposedly threshed out in your ends in accordance with your contract. May that happen as I request so that an almost half day leave spent on April 17, 2019 and another almost half day leave spent in April 22, 2019 just to have nothing, will not happen to me again, and may not happen to any GSIS Member, be an active member or a pensioner. Am I and the rest are supposedly be spending much time for a simple transaction just like mere release of a card? Is it not supposedly be ready for release like the information received by my office mate who informed me about it? I am hoping for your attention and consideration on this matter. Thank you.”
The concern was referred to the Government Service Insurance System (GSIS) on May 16, 2019. On June 20, 2019, CCB received this update:
“I acknowledge receipt of the email dated May 23, 2019 and sent at 3:55 PM. Also, I am informing your good Office that I received the EMV GSIS Card today, June 3, 2019 at 9:15 AM from Pam Hilado of the Union Bank Rosario-Araneta Sts., Bacolod Branch. Thank you for your assistance on this matter.”
Settled Hospital Medicine Refund
Settled Hospital Medicine Refund
The CCB received thru text message a request for assistance on June 17, 2019, for the processing of her application for medicine refund:
“Magandang umaga po, nais ko lang na iparating ang reklamo ko tungkol sa isang district hospital dito sa Batangas, ang MVM District Hospital sa Namunga Rosario Batangas, dahil po sa hindi nila pagbibigay ng medicine refund ko mula sa PhilHealth na umabot na halos mag dalawang taon na. Noon pang July 14,2017 ako na-admit sa ospital, ayon sa PhilHealth ay naibayad na sa ospital ang kabuuang benipisyo ko, sa ospital ako nagpasa ng mga resibo ko ng mga gamot. Tulungan niyo po ako. Nasa administrative building ng MVM District Hospital ang opisina ng Philhealth, sila po ang tumanggap ng mga resibo ko ng gamot. Nais ko po na sana mabigyang aksyon ang reklamo ko sapagka’t kahit anong gawing follow-up ko sa ospital ay wala silang aksyon. Ang tanging dahilan lang po nila ay wala pang schedule ang refund ko dahil may mas nauna pa na nagpasa ng mga resibo sa akin. Sana naman po ay matulungan niyo ako.”
The concern was referred to MVM Sto. Rosario District Hospital on June 18, 2019. On June 21, 2019, CCB received an email from the client extending her appreciation for the assistance provided:
“Marami pong salamat sa tulong niyo. Nakuha ko na po ang refund ko sa hospital ngayon lang po umaga, salamat po uli sa inyo.”
Released Certified True Copy of Land Title
Released Certified True Copy of Land Title
The CCB received an email requesting assistance on June 11, 2019, for the processing of her request for Certified True Copy (CTC) of land title:
“Dear LRA, I am writing to follow up status of our transaction with ROD Misamis Oriental ref EPEB 2019 001 488. This is regarding our request of Certified True Copy of Title No. P-12198. As per ROD Mis. Or. The transaction was forwarded last May 17, 2019 to COD and LARES - LRA Head office in Quezon City, since then I tried to call your office everyday to your landline numbers below but no one answered. One stop Shop - 921-6572 Customers Hotline (Aksyon Agad) - 921-1383. I tried to call other landline from Central Records 925-6973 but they are referring me to same department and contact numbers above. Until I called Public Relations/Information they advise me to email on the above email address. Please, may I ask your kind assistance to follow the said transaction to the assigned department. I also checked this with your Online System upon checking as of June 10, 2019 below status was still at Records Officer. It was too long processing time, kindly send me any update on this asap.”
The concern was referred to the Land Registration Authority (LRA) on June 11, 2019. On June 24, 2019, CCB received this update:
“Hi Contact Center Ng Bayan. Maraming Salamat po. Our requested CTC of Title is already available na sa RD Mis Or. They called us last June 18. Salamat po ulit sa maayos at mabilis na serbisyo.”
Released HDMF Provident Benefits Claim
Reconciled HDMF MP2 Records
The Contact Center ng Bayan (CCB) received thru mail a request for assistance on April 29, 2019, for the reconciliation of her Modified Pag-IBIG II (MP2) records:
“To the CCB: I am here once again to ask for your intervention regarding may Pagibig MP2 Membership claim. Said claim was filed together with Ms. Celestina Circulado thru OHRMD staff Ms. Delia Mirasol on February 22, 2019 at the Pagibig Office near St. Peter Church, Commonwealth Avenue, Quezon City. While Ms. Circulado has already claimed her check on March 29, 2O19, yong sa akin wala pa rin until today. I followed up with Pagibig Office on Aprll 3, 5, 7,11,17,26 and today at 1:45 pm. I talked to Jerwin, Michael, Dang, Benjie and Joy but all of them have the same answer to my follow up – “inaayos pa record, for reconciliatlon pa, etc. Until when will l wait for the said reconclllation? Pwede makisuyo po sa CCB na matulungan ako. Maraming, maraming salamat po and God bless.”
CCB referred the client’s concern to the Home Development Mutual Fund (HDMF) on April 29, 2019. On May 6, 2019, the CCB received this update:
“This is to inform that office that i received a text message this morning at 11:24 from ms joy baysic of Pag-ibig Fund Commonwealth Branch informing me that the merging of my mp2 accts has been approved by their technical support and the office will proceed with the processing of my claim. again thank you very much for your continued assistance. God bless and more power to the CCB Team!”
Settled SSS Sickness Benefit Claim
Settled SSS Sickness Benefit Claim
The CCB received thru text message a request for assistance on May 10, 2019, for the processing of his sickness benefit claim application:
“Good day po, Chairperson Alicia de la Rosa-Bala of the Civil Service Commission, pakitulungan naman ninyo ako na mapabilis ang mabagal na pag-proseso sa aking sickness benefit. Hanggang ngayon Mayo 10, 2019 ay hindi pa rin naidedeposito sa aking SSS accredited BDO savings bank account ang aking Sickness Benefit. Muli maraming salamat po sa inyong pagtulong sa tulad ko na isang mahirap na Senior Citizen at SSS Member. God bless po.”
The concern was referred to the Social Security System (SSS) on May 10, 2019. On May 16, 2019, CCB received a message from the client extending his appreciation for the assistance provided:
“Good day po, Chairperson Alicia de la Rosa-Bala of the Civil Service Commission at sa Contact Center ng Bayan. Maraming salamat po sa inyong mabilis na pagtulong. Natanggap ko na po ang aking 30 days na Sickness Benefit ngayong araw na ito, Mayo 15, 2019. Nai-deposit na po ng SSS sa aking BDO Savings Account ang kabuuang halaga ng aking sickness benefit. Mabuhay po ang CCB at ang CSC. God bless po.”
Approved HDMF Retirement Claim Application
Approved HDMF Retirement Claim Application
The CCB received an email requesting assistance on May 2, 2019, for the processing of his retirement claim application:
“Good Day! I follow up ko lang po ang complaint ko tungkol sa release ng TAV ko.KAILAN PO BA MARE-RELEASE?Bakit sabi ng pagibig fund robinsons desk officer hindi niya masigurado kailan marerelease. Gusto ko po sanang humingi ng tulong para sa ikabibilis ng pagrelease ng TAV (TOTAL ACCUMULATED VALUE) ng Pagibig fund ko sa Pagibig fund Robinson and Stgo.city hall desk officer.Tatlong beses napo akong nagpabalik balik doon sa branch nila. Una noong humingi ako ng requirements March 22 2019.Pangalawa noong 25 March nagsubmmit at huli noong 11 april 2019. At kanina umaga nag text po ko for follow up 10:00-11:20 am pero ala pong reply.Noong nag follow up ako ng cash-out ng benefits noong April 11 matatagalan pa raw.sabi ng Robinsons Pagibig fund desk officer (mob. No.09359590137).Bakit ganon kabagal at ka inefficient ng serbisyo ng Pagibig Fund sa mga Retiree S.C. & PWD.Lagi kong encounter ang lines “hindi pa pasok sa data base” ang aking records sa Pagibig fund hanggang ngayon.”
The concern was referred to the Home Development Mutual Fund (HDMF) on May 2, 2019. On May 21, 2019, CCB received a message from the client extending his appreciation for the assistance provided:
“A sincere thanks to your great effort, my problem was finally settled last May 17 2019. More power to you and mabuhay kayo!! Please invite also the public who had great concern about their deals to any government agencies.”
Released GSIS UMID Card
Released GSIS UMID Card
The CCB received an email requesting assistance on March 4, 2019, for the release of her GSIS Unified Multi-Purpose Identification (UMID) Card:
“I was advised to change my ATM card of GSIS on September 7, 2017 due to couple of incident that was happened early year of 2017 where my ATM was compromised and able to get all my savings (Ph27,000.00 and Ph8,000.00 respectively), fortunately they returned the amount after more than 3 months for my 27k and 1 week after for the 8k. GSIS card siya pero landbank ang issuing bank. Bumalik ako sa bangko after 3 months to get my new ATM as it was stated on their claim stub pero wala pa raw. Nakailang balik na po ako at hanggang ngayon wala pa yung ATM ko (1year and 6 months)! Sana lang po for this complain maexpedite ang release ng card ko.”
The concern was referred to the Land Bank of the Philippines (LBP) on March 5, 2019. On May 21, 2019, CCB received an email from the client extending her appreciation for the assistance provided:
“Hi Good day! Landbank Sta Maria Branch called me last May 7, 2019 informing that my UMID GSIS card was ready for pick up! Finally after 1 year and 8 months of waiting. Thank you for your initiative to fast tract my complaint with them (GSIS/Landbank). Marami pa sana kayong matulungan na walang ibang alam takbuhan o lapitan kundi kayo, and sana magtagal pa ang program na ito. Kudos!”
Settled HDMF Provident Benefit Claim
Settled HDMF Provident Benefit Claim
The CCB received thru text message a request for assistance on May 7, 2019, for the processing of his provident benefit claim application:
“Good morning Sir/Madam. Ten months ago, I filed my application for Pag-IBIG Provident benefits claim on July 27, 2018. I followed it up by personally visiting the Taguig Branch every month since September 2018. In addition, l also sent an email inquiry on January 14, January 18 and March 18, 2019. Pag-IBIG advised me that they will act on my request. To date, I have yet to receive my claims. May I request assistance? Thank you very much.”
The concern was referred to the Home Development Mutual Fund (HDMF) on May 7, 2019. On May 21, 2019, CCB received an email from the client extending his appreciation for the assistance provided:
“I received your Message and read the attached Letter. I also accomplished the Survey Questionnaires. After almost ten long months, I finally claimed my Provident Benefits Claim Cheque yesterday. You may include this success story in your Website. Maraming Salamat po.”
Released GSIS UMID Card
Released GSIS UMID Card
The CCB received thru text message a request for assistance on May 17, 2019, for the release of her GSIS Unified Multi-Purpose Identification (UMID) Card:
“Dear ARTA. Good morning po. I am Mrs. Chona Orillo Villarin, T3 of Lingig Central ES. I would like to inform your good office the miscommunication made by the Land Bank of the Philippines (LBP) Tandag Branch which was very frustrating on my part because I travelled very early and spent money for my fare and meals just to claim my GSIS UMID card, since I got a message from the office informing me to claim my UMID last May 7, 2019. Sad to say, when I went in LBP Tandag office, one of their employee searched my name and unfortunately my name was not in the list. I felt low morale. How could this legitimate bank gave fake information to somebody who were expecting to have a successful transaction. Please help me. I will forward the message I received from LBP. God Bless!
“Your new LANDBANK GSIS UMID EMV VISA card is now ready for pick-up at LANDBANK Tandag Branch. Claim now and activate to enjoy its features. Please bring valid IDs upon claiming your card (old GSIS UMID Card, at least 1 government-issued ID). Thank you.”
The concern was referred to the Land Bank of the Philippines (LBP) on May 17, 2019. On May 21, 2019, CCB received this update:
“Maraming maraming thank you po..one of the LBP employees called that I will be receiving my UMID card this coming saturday thru Mr. Paolo..Godbless po sana marami pa po kayong matutulungan. thank you very much natanggap ko na po ang GSIS UMID Card ko po..God bless!”
Approved HDMF Housing Loan Application
Approved HDMF Housing Loan Application
The CCB received an email requesting assistance on May 24, 2019, for the processing of his housing loan application:
“I would like to seek for your assistance regarding the very slow processing of the release of my housing loan from PAGIBIG which has caused so much inconvenience to me.”
The concern was referred to the Home Development Mutual Fund (HDMF) on May 27, 2019. On May 31, 2019, CCB received an email from the client extending his appreciation for the assistance provided:
“Good morning. I received a call from Pag Ibig yesterday informing me that my check for my housing loan is ready for release. They did not disclose how much they release to me for now but atleast Im thankful this would allow me to continue the construction of my house. Thank you very much for your assistance. Sana po ay patuloy kayo na nandyan para makatulong sa mga kababayan natin na nangangailangan ng boses para matugunan ang mga problema sa ilang opisina natin sa Gobyerno. Saludo po ako sa inyo CSC/CCB! Mabuhay po kayo.”
Released SSS Salary Loan Check
Released SSS Salary Loan Check
The Contact Center ng Bayan (CCB) received an email requesting assistance on February 26, 2019, for the release of his salary loan check:
“Hi SSS, i just want to inquire if my cheque is already out for delivery? its been one month since my loan had been approve. My co-worker approved last February 06, 2019 and just today (February 22, 2019) he received his cheque. I just wondering why i did not received since the timeline is 3 to 4 weeks.”
CCB referred the client’s concern to the Social Security System (SSS) on February 26, 2019. On March 1, 2019, the CCB received this update:
“Dumating na po ang cheque ko sa post office mandaue po. Thank you po sa pag assist sa akin. God bless po.”
Approved HDMF Multi-Purpose Loan Application
Approved HDMF Multi-Purpose Loan Application
The CCB received an email requesting assistance on February 26, 2019, for the processing of his multi-purpose loan application:
“Good day! I filed a renewal of my Multipurpose Loan at PAG IBIG FUND Bacolod City last February 7, 2019. My concern is that it takes too long for it to be approved because my employer is the Bureau of FIre Protection and that I have record of membership from other PAG IBIG branch, I believe that the BFP is remitting our contributions in their KAMIAS branch but I may be wrong. It stated in the Citizen's Charter of PAG IBIG that it will take additional Twenty (20) days on top of the Three (3) days of processing and release of the Multipurpose Loan if you have record(s) with their other branch(es). In line with this I feel that the additional twenty days of processing is already a long time for PAG IBIG members like me to wait for the needed funds, and the money that we are borrowing and paying with interest are from the contributions that me made over the years and not from the own funds of the PAG IBIG like availing a housing loan. I hope that this merits your favorable action.”
The concern was referred to the Home Development Mutual Fund (HDMF) on February 27, 2019. On March 26, 2019, CCB received this email from the client extending his appreciation for the assistance provided:
“Good day. I have received today an email from MPL Help Desk of PAG IBIG Fund informing that my MPL loan has been processed and approved today. Thank you very much for the assistance that you have provided me.”
Processed SSS UMID Card Replacement Application
Processed SSS UMID Card Replacement Application
The CCB received an email requesting assistance on March 6, 2019, for the processing of his application for the replacement of his Unified Multi-Purpose Identification (UMID) Card:
“I really find it frustrating. Social Security System a very big institution but cannot reissue my UMID ATM Card or don't have a process yet. I accidentally lost my UMID ATM Card when My card got stolen, so I visited the SSS branch here in Iligan they made me go through all the process and had me pay the fee only to find out that they are not able to reissue my UMID Card because it has the ATM Feature on it and they don't have "YET" a process on reissuing the UMID ATM. the worst part is that SSS Iligan is not able to refund me of the amount I paid for the UMID this all happened the last year 2018. so after I went to the branch and got nowhere I called the hotline and was advised that yes they don't have a process yet on reissuing UMID ATM and that I need to call them around December because they have plans to change the old UMID to the EMV Cards which I did I waited months and called them around the last weeks of December and Boom surprise there's no update yet on when they will change the old cards to the NEW once and until now they still don't have a process I mean really you SSS implement something like the Unionbank UMID ATMs and yet you don't have a process just in case a member losses their card this is unacceptable. for a big institution such as SSS should have measure's in cases a loss of a card happens. I wish SSS to explain such lack of system/process/or how do you call it. how come GSIS is able to do it? I mean a UMID card is very important surely there it is a responsibility of the SSS member to take good care of the UMID cards but things unintentionally happens like wallets get stolen sometime at the very least SSS would be more equipt to address this kinds of things which for me is very common and most likely to happen.”
The concern was referred to the Social Security System (SSS) on March 7, 2019. On March 14, 2019, CCB received an email from the client extending his appreciation for the assistance provided:
“Hello CCB, Yes I have recieved the email and sss iligan is now in contact with me and my umid card replacement is now bieng process. I thank you so much for the assistance on my concern.”
Released GSIS Check for Housing Loan Overpayment
Released GSIS Check for Housing Loan Overpayment
The CCB received thru text message a request for assistance on February 11, 2019, for the processing of her request for check replacement for housing loan overpayment:
“Good day. Report lang po sana ang napakatagal na process ng check replacement para sa excess payment ng housing loan sa GSIS. Last 2013 nang ako ay nagfile para sa refund ng excess payment. Na-process at nagkaroon ng check ng 2016 pero na stale dahil walang notification na available ang check. January 2017 may tumawag na stale check ang aking claim. Nag process ng check replacement ng March 2017. Constant follow up wala pa ring nangyayari. Nag follow up ako personally sa GSIS Pasig ulit noong April 2018, ang sabi ay two weeks processing pero wala pa rin. Nagpunta ulit ako sa GSIS Pasig last sept 2018 for follow up, wala pa rin. Last follow up is February 7, 2019. Until now wala pang check. Halos 3 years inabot ang request for refund ng excess payment. Tapos mastale lang ng walang notification sa member. Halos 3 years na rin ang pagpa follow up ng check replacement. Ganon ba talaga katagal iprocess ang ganitong transaction? Sobrang pahirap sa member.”
The concern was referred to the Government Service Insurance System (GSIS) on February 11, 2019. On March 18, 2019, CCB received this update:
“Magandang umaga po.marami pong salamat at More Power po sa inyo sa action na ginawa ninyo na hiningi ko po ng tulong para sa refund na payments ko po sa housing.Nakuha ko napo ang tseke ko.”
Released HDMF Multi-Purpose Loan Check
Released HDMF Multi-Purpose Loan Check
The CCB received an email requesting assistance on March 8, 2019, for the processing of her Multi-Purpose Loan (MPL) application:
“Hi all, Good day. I hope everything is going well to whoever will read this message. I am contacting you in regards to my Pag-ibig Multi Purpose loan. I have applied last March 1 and was advised just to wait for a text message as a confirmation if it is approved or not. The reason why I sent this message is because I am so afraid that the last experience I had might happen again. Previously it took more than one month before my loan was credited and It was only processed after I sent you thw message and you made a follow up on my behalf. So I am sending this again with the hope that it wont take that long this time with your help. Below are my personal information.Thank you again and more power.”
The concern was referred to the Home Development Mutual Fund (HDMF) on March 8, 2019. On March 18, 2019, CCB received an email from the client extending her appreciation for the assistance provided:
“Hi all, I would like to inform you that I was able to receive the money.I just want to give feedback though for Pag-ibig that they should do what they promised to do. According to them we have to wait for a text message before we go to any atm to withdraw the money.But then if not because of you I may have waited for nothing because there has been no text message. I am really hoping that government offices will be more responsible. But nevertheless I would like to extend my heartfelt gratitude to all of you. May you continue to stand in our side. Be blessed and more power.”
Released HDMF Maturity Benefit Claim
Released HDMF Maturity Benefit Claim
The Contact Center ng Bayan (CCB) received thru text message a request for assistance on February 28, 2019, for the release of her Pag-IBIG maturity benefit claim:
“Patulong po sana ako sa claim ng maturity claim ko sa Pag-IBIG. Nag-submit na po ako sa Pag-IBIG sa Kalibo, Aklan branch noong August 2018, pero hanggang ngayon ay wala pang result.
Noong nag-follow up ako, ang sabi sa akin ay may problema ang main office nila sa record system. Pero almost seven months na po ang paghihintay ko.”
CCB referred the client’s concern to the Home Development Mutual Fund (HDMF) on March 1, 2019. On April 3, 2019, the CCB received this update:
“Please be informed that I already received my check. Thanks a lot for helping me.”
Approved HDMF Multi-Purpose Loan Application
Approved HDMF Multi-Purpose Loan Application
The CCB received an email requesting assistance on March 27, 2019, for the processing of her multi-purpose loan application:
“I would like to file a complaint against Pag-IBIG Fund. On 08 February 2019 I applied for multi-purpose loan at Pag-IBIG Fund. Please refer to my attached acknowledgement receipt from Pag-IBIG. In the acknowledgement receipt remarks, Pag-IBIG committed to process my loan application within 3 to 20 working days. As I write this complaint, 32 working days now has already passed and still no guarantee when will I received my loan. On the 20th working day I followed up with Pag-IBIG. After giving me transaction reference number 1232569, no further updates came thereafter. Below are their last email to me. On March 25, I tried having a chat with Pag-IBIG's customer service but provided no help at all. I even got a pending info they need from me since March 20, which did not reached me. Please refer to chat transcript with Pag-IBIG CSR Frederico Mendigorin. Please note that when most of us members apply for loan, it is expected to be for our immediate needs. And this 32 working days (...and more!) of delay doesn't really helped. In desperation, I applied for loan on a private bank already, despite higher interest rates. The money came immediately and still, my Pag-IBIG loan application is nowhere in sight. And now that I need my Pag-IBIG loan to pay for the bank, I am still following up to no avail. It is very disappointing to know that Pag-IBIG Fund's incompetence buried me more to debts, instead of helping with my current financial setback. I am desperately hoping for your usually prompt action on this matter.”
The concern was referred to the Home Development Mutual Fund (HDMF) on March 28, 2019. On April 8, 2019, CCB received an email from the client extending her appreciation for the assistance provided:
“Dear CSC-CCB Special Action Team, Thank you very much for your e-mail. To my amazement today, Pag-IBIG suddenly e-mailed, informing me that my loan was already approved, and it was since March 25. (please see screen-captured below) This is surprising since only yesterday they were still processing my application, asking me to provide info on my previous employers (please see screen-captured image below) -- same info which I have already gave to Pag-IBIG CSR Mr. Frederico Mendigorin during our customer care chat session in the morning of March 25. It is frustrating to know that some government agencies still requires multiple follow-ups, a little push from CSC-CCB, and sometimes from the Office of the President, just for them to get the job done. I just hope this won't happen again, most esp. to other members seeking financial assistance from government agencies like Pag-IBIG, which was mainly established to offer affordable shelter financing for the Filipino workers. Please consider my case solved. Mababayaran ko na po ang private bank na inutangan ko, na idinulot ng matagal kong paghihintay ng loan application ko sa Pag-IBIG Fund. 3 to 20 working days lang daw, pero umabot ng 32 working days. Kindest regards to my idol, CSC Commissioner Atty. Aileen Lizada for her vigilance. You really empower us women. Thank you very much again and God bless!”
Delivered DFA Passport
Delivered DFA Passport
The CCB received an email requesting assistance on April 8, 2019, for the delivery of her passport:
“I had a passport appointment last March 1 2019 in SM SEASIDE POW and it's supposed to be delivered between March 25-March 28 to our work office in Cebu but I didn't receive anything nor confirmation. Tried calling LBC but they can't track it using the reference number either. Called DFA countless times, no one's picking up the phone even if you tried calling them the entire day, Mind you, no one would ever answer your call. What's frustrating there is that, they don't even notify you or at least send us an email or a text or a phone call to somehow ease our worries about the commotion. I hope you can do better than this and be accountable for your mess.”
The concern was referred to the Department of Foreign Affairs (DFA) on April 10, 2019. On April 24, 2019, CCB received this update:
“Hi. Thank you for your help and assistance. My passport is already delivered to me. Thank you again.”
Released LTO Motor Vehicle Licensed Plate
Released LTO Motor Vehicle Licensed Plate
The CCB received an email requesting assistance on February 26, 2019, for the release of his motor vehicle licensed plate:
“Magandang araw po. Follow up ko lang po bakit hanggang ngayon hindi pa rin nare-release ang plate number ng sasakyan ko. Nakuha ang car ko sa carworld pampanga last oct 9, 2018. Mga ibang xpander car owners 4-6 weeks lang nakuha na nila ang kanilang mga plaka. Bakit ang kukupad ninyo ata mag-areglo ng mga plaka? Mukhang hindi ninyo ata ginagawa ng mahusay ang mga trabaho ninyo. Dear 8888 HOTLINE, Gusto ko pong ireklamo ang napaka kupad na serbisyo ng LTO PAMPANGA sa pag release ng mga plaka. Palitan po ninyo ang mga empleyado diyan. Ibang region po, mabilis ang pag release ng plaka ng mga nakabili ng mga car sa nasasakupan nila. Walang kwenta ang mga empleyado diyan sa capitol pampanga LTO. Nakikipag away na ako sa mga sales agent ng carworld pampanga, isa lang sagot nila, hindi daw nila control ang pag release ng plaka kaya mag antay lang daw. Aba naman, aabutin ba ng 4 na buwan ang pag-imprenta ng plaka. Na-collect na nila ang payments ko.”
The concern was referred to the Land Transportation Office (LTO) on February 27, 2019. On April 30, 2019, CCB received an email from the client extending his appreciation for the assistance provided:
“Thank you, Sir/Mam. We were able to sort it out. I got my car plate. THANK YOU SO MUCH for your endless support and to this channel. It really helps kahit nasa UAE ako and we are resolving issues through email. It really takes or needs patience in order to get results in Philippine Government services. We don't experience this kind of government services in UAE. I hope you can apply the same public service. We really need sincere and dedicated people in our country to provide excellent services to the our countrymen. Thanks again.”
Released HDMF Provident Benefits Claim
Released HDMF Provident Benefit Claim
The Contact Center ng Bayan (CCB) received an email requesting assistance on February 1, 2019, for the release of his provident benefit claim:
“This is to formally escalate my complaint regarding the staff of Pag-Ibig Kamias branch named "Flor."
She is from Provident Division of GMA Kamias Branch located at the building's 2nd floor. My name is Rodney Dela Paz Alfafara, 33 years old and have been paying my monthly contributions as an IT employee for 10 years. I am permanently migrating to Australia next month with my family so I filed for my Provident Claims (Permanent Departure from Country). On Monday, 28-Jan-19: I filed my vacation leave from work to personally submit all the required documents to Pag-Ibig (located at GMA MRT station). The following documents were completely submitted:
-Photocopy of Passport with Immigrant Visa/Residence Visa/Settlement Visa
-Notarized Sworn Declaration of Intention to Depart from the Philippines Permanently
(The customer service front desk promised release of checks after 4 weeks)
Thu, 31-Jan-19 09:39 AM: I received a text message from Pag-Ibig informing me that my claim was “disqualified” so I need to pay a visit again just to hear their explanation as none of them are answering the phone number 422-3000 (local 5650). Thu, 31-Jan-19 04:30 PM: I visited Pag-Ibig branch of GMA Kamias and spoke to one of Provident Division's staff named, "FLOR" According to her, she disqualified my claim since the visa granted to me in Australia is only "Work Visa" and not for permanent residence. I asked her to review her claims by checking the Australian Immigration website to verify that I'm under the category of Permanent Resident Visa. Unfortunately, she doesn't want to exert some effort in fulfilling her job because she doesn't have an internet connection at her office and it's not her responsibility to verify my visa status. I was really frustrated due to her incompetence because she keeps on insisting that my visa type is only "Work visa" and not for permanent residence due to the following reasons: 1.) According to Flor's personal assumptions -Skilled independent Visa 189 is only a "Work Visa" due to the word 'skill' I even showed her the Australian immigration website on my phone showing that this subclass is under Permanent Resident Visa so I should be considered as an immigrant. 2.) According to Flor's personal assumption, I'm not under the immigrant visa status of Australia because this is the first time she heard of having an immigrant status for only 5 years. I told her that the government of Australia's is giving all immigrants a 5 years of stay since migrants could apply for citizenship if they are qualified. Flor is not accepting any of my explanation and just keep on pointing out that her boss named "Agnes," (who was currently absent at the time) would be the one deciding my claims since she's been out of the country several times. I wonder if that made her knowledgeable about the Australian Permanent Resident Visa types. I hope you could do something to address these issues and looking for a timely resolution on your end. If you have any questions or clarification you can reach me at my numbers specified below. Thank you.”
CCB referred the client’s concern to the Home Development Mutual Fund (HDMF) on February 1, 2019. On February 7, 2019, the CCB received this update:
“Dear CCB, I would like to take this opportunity to thank you for escalating my complaint regarding the unprofessional behavior of "Flor" from Pag-Ibig Kamias branch. Upon filing my report last Friday, 01-February-2019, our checks were processed within 3 days upon receipt of my complaint. I appreciate all the help.”
Posted HDMF MP2 Contribution
Posted HDMF MP2 Contribution
The CCB received an email requesting assistance on February 7, 2019, for the posting of her Modified Pag-IBIG II (MP2) contribution:
“Hi CCB. I hope you can assist me with my concern regarding a missing MP2 contribution. Last November 16, I paid my MP2 contribution thru 7-11's ECPay. To this day, it looks like my contribution has not posted. I have also contacted 7-11 regarding this issue and it looks like they are yet to receive any feedback from Pag-ibig. The first time I reached out to Pag-ibig was back in December and everytime that I made a follow-up with them, apart from having to wait for days just to receive a reply from them, all they could answer was that they're still awaiting feedback from the concerned department. I'm more than pissed that I actually regret enrolling to MP2 savings. Below are my details. Maybe they would act on it if you'd follow it up on my behalf. Thank you.”
The concern was referred to the Home Development Mutual Fund (HDMF) on February 8, 2019. On February 11, 2019, CCB received this update:
“Hi. My concern has already been resolved. My MP2 contribution for the month of November is already posted based on the latest ESAV that was emailed to me yesterday, February 8th. Thank you for your assistance and prompt action.”
Released SSS Partial Disability Benefit Claim
Released SSS Partial Disability Benefit Claim
The CCB received an email requesting assistance on February 1, 2019, for the release of her partial disability benefit claim:
“Have a nice day! I just want to be clarified regarding my claim. I am a member of SSS since 2001 and underwent surgery last June 2018. I already claimed my one (1) month sickness reimbursement last October 2018. After which, one of the employees at the SSS Santiago City Branch advised me that I am qualified to apply for permanent partial disability. Last November 15, 2018, I filed my disability claim with complete documents and was received by the employee in-charged at the medical records. After a month, I made a follow-up on my claim but according to them, my claim is still on process. But when I check it on-line at the SSS website, my claim remarked as "DENIED/REJECTED." When I called SSS Santiago City Branch why my claim is being rejected, they told me that there are some data that are not accomplish by the SSS person-in-charge and so my documents had to returned back to Santiago City Branch and then will send back again to Baguio City for further review. For my second follow-up, I went again last January 16, 2019. The employee in charge at the medical records updated and showed me from her desktop the amount to be credited to my account every month but my claim is still on process because the period covered is not yet specified, so she advised me again to make a follow-up on the third day of February 2019. This afternoon at around 3:00 p.m., I passed by again at the SSS Office to ask the development of my claim. But I felt so bad because my claim was remarked as "DENIED/REJECTED" again. Their reason this time is because of the incorrect code of the doctor. So when will I get my benefit? Please help me. Thank you very much and I look forward for your immediate action regarding this matter.”
The concern was referred to the Social Security System (SSS) on February 1, 2019. On February 13, 2019, CCB received an email from the client extending her appreciation for the assistance provided:
“Dear Sir/Maam; Good day! My heartfelt gratitude to your immediate action and assistance regarding my concern. SSS notified me this morning that my claim has been approved and will be credited to my account after March 1, 2019. Please extend my sincerest appreciation to all the persons who exerted effort to resolve my problem. Thank you once again and may God bless you a hundredfold.”
Released HDMF Death Benefit Claim
Released HDMF Death Benefit Claim
The CCB received thru text message a request for assistance on February 22, 2019, for the release of his father’s death benefit claim:
“Dear sir/madam: This refer to the claims of my mother to my father death benefits and also his contribution. My mother Mrs. Angelita Agudelo was authorize me to process his claims at Pagibig Office at Buendia 2 makati city. Due to his aging and the process of this system that may diffuclty to his health. The claims was file dated Nov 20, 2018 and the process time was noted on the claim slip was 4 to 8 weeks. I was follow up on the 4th week, 5th week all of the comment was on still process. Until such time i visited the Pag ibig branch on the 2nd week of january. And that day Ms. Nieva F. Fabunan (front desk officer on the provident claims) was also having trouble on the their system that indicating no burial benifits. She told me that the I.T. section was not updating the record of my father, hence i filed the claims on Nov. 2018. On that day i hoping from 10am to 2pm that they will update my fathers record on their system. Ms. Nieva promise to work it out in 1 week time. So i hold on its commitment on her service. Until on 1st week of february pagibig txt me that the death claims was on trouble or something and advise me to visit the branch office. On February 15, 2019 the front desk was a male and advise me to talk to ms. Nieva that are located in thier office. He gave me referal slip to guard (10am) and at 11:30am and i was pissed off of time spared me waiting for nothing again. It was shock me again to realise that the claims for the death are not updated or disapproved. So from the long time their is no clear status of my claims were abouts or no body can tell me of what is the real problem of the death claims. I talk to Ms. Lyn Salcedo (superior of ms. Nieva) of why this happening to the office. Time consuming just to update in the system for my deceased father. Their are numerous of follow up phone calls, hotline and in person. The time wasted for the claims are far too long and over due. i was complaing for a wake up call to your personnel and superiors. There was a time to make necessary action on this matter, from the date of my follow up that came to your attention dated dec 2018 and january 2019. From the date of follow up, its advisable to make a communication letter to your IT provider or dept to updated the file of my father. But the process/system prove of your lapses. I or may i say we are demanding to make necessary action or sunction to the one's are liable to my mothers claim and to other individuals. We have the right to correct your wrong doing as a public servant. I hope to your immediate action on this matter. Thank you.”
The concern was referred to the Home Development Mutual Fund (HDMF) on February 22, 2019. On February 28, 2019, CCB received this update:
“Thank you for the response and release of the claims. Thank you also for the immediate action of the civil service commission that are dedicated to their mandate. With your assistance the claims of my mother were release today.”