UnionBank of the Philippines Reviews 74

Ever since UB took over Citi, customer service has been TERRIBLE. Try calling their contact center and you’ll hit endless IVRS menus, then the call just drops. Email them? Good luck. If you ever get a reply, it’ll just tell you to call the same broken number (see sentence #2).

They used to be a very good bank. But not anymore. With their customer service taking the back seat, they're simply the WORST bank today. heck, even the their preferred phone IVR voice sounds devoid of empathy. (even telling people to drop the call if not amenable to the terms). Just stay away from this pathetic excuse for a bank. Emails to them will go unanswered and will close-unresolved by itself.

When we first started banking with union bank it was very reliable. Now the bank is extremely unreliable with the portal often down, payments not Being processed, but the funds deducted from our banks and the end receiver is not receiving, the customer service support can take over a week to get a response. Even when you go to a branch, you can be lined up for hours. I don’t know what has happened with this bank over the last 12 months, but we will be looking to close all of our accounts immediately due to the unreliability of the platforms and slow customer service. All companies need a reliable business banking partner and unfortunately this bank can no longer provide the service. Today is the 20th day of the month which means companies need to pay their VAT to the BIR but once again their platforms are down and payments not going through.

⚠️ UNIONBANK IS NO LONGER TRUSTWORTHY! ⚠️

I can no longer stay silent about this issue. UnionBank has become unreliable and untrustworthy, with countless people losing their hard-earned money due to failed transactions that remain unresolved. I am one of the many victims, and I refuse to let this go unnoticed!

Here’s what happened to me:

🔴 January 17, 2025 – I booked a flight to Bohol through Cebu Pacific, using UnionBank to transfer the payment via PayMaya. The transaction was marked successful, and I was deducted ₱11,000, but the booking failed. Up until today, UnionBank has done nothing to return my money.

🔴 March 31, 2025 – I cashed in ₱10,000 from UnionBank to GCash. Once again, the transaction was marked successful, the money was deducted, but it never reached my GCash wallet. Another ₱10,000 gone, and yet no resolution from UnionBank.

This is theft in broad daylight! How many more people have lost their money due to UnionBank’s failing system? A bank’s primary responsibility is to keep people’s money safe, yet UnionBank is doing the opposite—deducting money and leaving customers with no support or solution.

Their lack of urgency and accountability proves that they do not care about their customers. I am calling on Bangko Sentral ng Pilipinas (BSP) to launch a serious investigation into UnionBank’s practices. This is no longer an isolated case—this is a systemic failure that needs to be addressed!

To anyone who has experienced the same issue, speak up! Don’t let UnionBank get away with this. We deserve answers, refunds, and accountability.

#UnionBankScam #UnionBankFraud #UnreliableBank #FailedTransactions #BSP#WhereIsOurMoney

Since its acquisition, this bank has taken a noticeable dip in service quality. Customer support has become painfully slow, making even simple inquiries feel like a hassle. There have also been multiple reports of unauthorized transactions, which is a major concern for account security.

On top of that, the banking app is sluggish and unresponsive, making transactions and account management frustrating. What used to be a reliable institution now feels inefficient and unreliable. Hopefully, they address these issues soon, but for now, customers should be prepared for delays and potential security concerns.

TERRIBLE.
palpak ung take over nya sa Citibank.

I wont renew my citi card anymore.
Bullshit mga cards ni UB, nadamay pa si citi bank kainis!

1 star is even too much for this shity bank! CITI bank sold their company to incompetent people. Citibank was the best!

Despite multiple calls for a simple request, it has taken months to resolve the issue. Additionally, I have been disconnected multiple times by your customer service agents, who seem unable to resolve my concerns.

I request a thorough investigation into the last call I made on October 3, 2024, at approximately 4:52 PM. During this call, I contacted your service because my card, which was recently replaced by your bank after acquiring Citi, was declined. This incident caused significant embarrassment at the counter. Despite activating the card before use, it was still declined.

When I inquired about the reason for the decline, the representative provided excuses and misinformation, claiming there was a charge blocked by the system that locked the card. This is implausible, as I had not used the card since it was replaced.

The representative could not specify the charge that flagged my card for fraud, which suggests she was not being truthful. Providing false resolutions is unacceptable, as it implies there was fraud on the card before I even used it. If that were the case, the card should have been replaced immediately.

Instead, the representative insisted the card was unblocked and could be used normally. This raises concerns about the risk of further fraudulent transactions. The representative’s incompetence is evident, as she should have informed me that the card was declined due to unusual spending patterns, which would have been a more acceptable explanation. I am aware of proper customer service protocols, and this experience falls far short.

I am fed up with the repeated phone calls and lack of resolution. I am sure your company has a zero-tolerance policy for representatives who drop calls.

Additionally, I have been trying to have my other card delivered to my new address and have yet to receive it. Despite numerous contacts and filing a request through your app, the card has not arrived. Furthermore, your app is problematic I cannot unblock my card ending. I initially locked this card while waiting for the new one, but since the replacement card has not arrived, I decided to use the old card. However, your app only provides an option to activate the card, which is impossible since the new card has not been sent.

I have called multiple times, but the representatives hung up on me. I also sent a mail through your app, but the responses were inconsistent and unhelpful. The first representative I contacted for the card delivery to my new address requested all necessary information but later claimed they could not process it because the billing address was not updated and the card is locked. This is false, as I had updated my address via a phone call before requesting the card delivery. I confirmed my address after receiving that email, and the representative advised me it was already updated

I cannot even send another ticket through your app as it always shows an error code. For your reference, I will send a screenshot proving that I cannot unblock my card online, as it only gives me the option to activate it. This situation is highly inconvenient as I cannot use my card.

I also wish you had never acquired Citi Bank. They had the best customer service, the best app, and great offers for speed cash. Now that you have acquired them, I can’t even access these features on my account, which is totally useless.

I’m amazed that a simple card delivery and unblocking a card through your app takes this much hassle and is very inconvenient and time-consuming.

I've spent a huge amount, over six digits, and my reward points are still not updating! Don't tell me none of those purchases are eligible!

DEFINITELY THE WORST BANK AND WORST CUSTOMER SERVICE! YOUR FULL OF BS!

Landed in Unionbank as I was with Citi for years before it got acquired. Citi used to allow waiving my annual fees but UB does not. The card tier is the same (Miles) and I kept my monthly spend the same. Calling customer service takes 45mins back in June 2024. This January 2025, it's quick at 2mins but I called to cancel my credit card last 3/January, was informed someone will do a callback for the cancellation and have not heard back from them since. Don't enter this black hole!

Really bad customer service. They have different verification questions. They don't give you an idea about the term they're using in which tbh, I am not familiar with, and they don't care to explain. Worst part is, even the branch itself when you visit doesn't have any option and means to help. Like? Wth

Bulok na online banking lagin may problema, at mabagal na over the counter transaction

I miss Citibank's services. After Unioin bank acquired citibank's credit card, I stopped receiving email SOAs and text reminders. I'm forced to open the app and manually check if my SOA is there. No reminder whatsoever. I reported it to their customer service but there was no feedback or resolution. Then THE APP SUDDENLY STOPPED WORKING PROPERLY. My previously linked credit card is not reflecting on the app. I tried to relink my credit card, but I'm receiving errors. I reached out to their customer service AGAIN, and as expected, they were not able to give me a resolution. They should have urgently fixed this since this is the only way that I can check my SOA. How will I know my outstanding balance? I tried to check reddit and I saw that there were people who had the same issues as mine. Their credit card is also not reflecting in their app. They better fix their system. Funny thing is I called to cancel my credit card, and even the service for cancelation sucks. They said that they will call back for the cancellation, but never called. I need to call them again and again to properly process my credit card cancellation. There are far more better credit cards out there with good service. Way better than Union Bank

Credit card was approved on August and up until now no sign of the credit card being delivered. The worst part is whenever I try to ask some update through the customer service it would take at least a month for the reply. Either you should get a hold of yourself or try improve your system. This is so disappointing!

Worst... I believe the application has not been functioning for over a month. I called them to report the problem, but I had to wait in line for over 30 minutes.

I recently received my account statement, but I am not able to access it. When I called today for help, a representative named Lea May gave me the worst experience. She even made fun of me for insisting on having a virtual card.

My trial expenses have been paid, and I will never use this credit card again.

This shitty bank has no customer service, they always provide you with the same old shitty spiel, I have transferred funds via insta pay to gcash and I received a text regarding the transfer but there's no receipt on the union bank online banking transaction, I also haven't received the money on my gcash account and when I did another transfer with a smaller amount it did go through on my gcash account. YOU GUYS SHOULD NOTIFY YOUR CLIENTS IF THERE'S AN ISSUE SPECIALLY IF ITS REGARDING A TRANSFER FUND. when we would seek help from someone on your team there's no live person speaking to you they would just sent the same old shitty spiel from an AI rep

Always has issues 😵‍💫

Never again akong babalik dito. Worst transition ever - Citi to UB. Walang kwenta customer support. Walang mga comprehension.

Doesn't have customer service available. IVR will just route you to a prompt to end the call. The facebook messenger doesn't recognize their own option when you press it. Can't trust this kind of service.

Customer support email takes forever to respond. Until now, I haven't receive any response. Bunch of clowns!

worst customer service, especially if you are a GSIS pensioner and NOT living in the PH. All we want is a replacement card yet we our case has been going on months with no progress