UnionBank of the Philippines Reviews 73

WORST BANK EXPERIENCE FOR BUSINESS ACCOUNTS – NOT RECOMMENDED FOR DIGITAL BANKING

As background, about a month ago, I attempted to update our user access (add 1 user, remove 1 user) using their self-service platform as a super-admin. The process failed due to repeated connection timeouts.

I contacted their hotline and was advised to try basic troubleshooting (incognito mode, different browsers), but none resolved the issue.

After a couple of weeks, the timeout issue was addressed, and I was instructed to upload the required form. I completed and uploaded the form multiple times, but the system kept prompting me to upload it again—as if it wasn’t recognizing the submission.

Out of frustration, I eventually relinquished my self-service access so the bank could process the request manually. Despite this, it has now been over a month, and the issue remains unresolved.

Overall experience: extremely inefficient, unreliable digital platform, and poor resolution turnaround. Not recommended for businesses that require dependable online banking services.

Very bad customer services and back office. My account was tagged for suspicious transactions. I answered every question they had, I sent all the proof that my transactions are legit but they still harrass me by sending emails. They respond after 1 month. They threaten to restrict my account. But I did not violate any laws or rules. I was even upfront with my transactions and have explained, sent proof for everything but they wouldnt stop harrassing. I believe that their CS is abusing their positions and are over exaggerating their power. If I had committed 1 violation I would understand, but I did not commit anything. Donot do business with Unionbank

I was a long time Citi member who had the best services ever. You didnt have to call to get your issues resolved. Really sad with the UB transition bcoz of how shitty their customer service is. Cant help you with anything. You really have to call every single time you have an issue bcoz their ticketing system is like talking to a bot.

UB is the worsed banking I ever experienced.
Customer Service is unavailable and it is impossible to talk to human.
It happened several times I tried to pay my grocery or furniture and my card didn't work all das, because of server maintenance.
Since a galf year they send everyday the same sms, email, messanger messages trying to sell a Credit Card. Today a bot called.
They are more bagging for me taking their Credit Card, than the Microsoft Internet Explorer is bagging for attention.
I requested many times they should please stop, since the OTPs were already marked spam bei my mobile, since they send them via the same number.
From a bank I want a serious business behavior, not this herassing upselling.
By the way one time I noticed a log in into my account and tried to get help, it took the 28h to freeze my account. At this time I was already able to get someone there via HR, who cleares things. We agreed not to freeze my account. Due to bad organization or ignores documentation my account got freeze and it tooks weeks until I could pay invoices again.
These issues are only the tip of the iceberg. After two months I am still waiting for the feedback on this case and moved to a good bank.

I applied for a Rewards Platinum Card of UB and was approved after 2 days, then I called customer service to verify if the email I received was a legit one. The CS told me that your application was approved on Feb 26. I have to update my address because they have the incorrect one. Then on March 07 the CS told me that I only have a virtual card, and they need to request for a physical card. I said ok, the rep told me that she was able to the request and a time frame was given to me. Then after several days I contacted UB to check my card delivery and this was on March 17, 2026. Surprisingly, the rep told me that they need to request for a physical card from the pertinent team. I thought that was done already from my first call. Then the rep created a request of my physical card again on March 17 and she will escalate it to expedite it. Again, I called again today March 20 hoping that I will hear a good news apparently I was wrong. The rep told me that no physical card has created yet, that they need to email the pertinent team to process the request. I was able to talk to one of the reps from Level 2 and does the thing what the previous rep did when I had my 2nd call, isn't it amazing! How inconvenience and how frustrating my experience was with the UB team.
I hope on my 4rt call next week I wi be getting a good news that they have completed the process of my physical card, and I hope next week that I will receive an sms or email from them about the delivery of my UB CC. I'm still trying to be patient with you UB. I hope that you dont frustrate me again!

I've been so patient with this bank. Multiple unreasonable transactions. It is supposed to be built for convenience but what with the sudden maintenance without any prior notice? I have to pay something online and I used you because maybe, you've improved already. BUT NO!!! It's the biggest mistake I've made. Well I don't know why this bank is still thriving when it has caused a lot of inconvenience.

UnionBank is okay for basic banking and the app is fairly easy to use. However, I had an issue with an auto-deduct charge that I didn’t expect, and getting help from support took longer than it should have. Hoping they improve their customer service.

They don't help their clients with legitimate concerns.

Worst banking experience of my life, I have been with different banks, they are not as as hassle as this Bank. I don't even know how they still operate with how much useless their customer service is. If I could rate 0, I would. That's how bad they are.

They take extra money from my account and admit it but they do not know where it went. Customer service say we will get back to but never dies. Requested meeting they ignore my request. They do not even respond to request from BSP.

I requested to update my contact number, answered their security questions, and provided a photo of my ID with 3 signatures. It's been 10 days since I made the request, and my number is still not updated. So I decided to call them again (2nd follow-up), only to find out that my request was invalidated because they forgot to tell me about the official subject line. I suffered this inconvenience because of their incompetence! Now I'm waiting again for another 5 calendar days as they can't expedite it even though it's their FAULT. Hopefully, they don't mess it up and let their customers suffer. I'll never use their credit card again, nor bank with them. This is UNACCEPTABLE AND UNPROFESSIONAL SERVICE!

Worst support experience ever. I am seriously considering moving to another bank.

What happened:
I attempted an off-us ATM withdrawal. The ATM machine hung, and after a few minutes displayed a message saying the transaction could not be completed. No cash was dispensed.

I immediately filed a support ticket online. For 18 days, I received no updates. Only after I followed up via email did I receive a response stating:

“After investigation, the transaction was successful as confirmed by the other bank (LandBank).”

That was the entire response.

So what am I supposed to do now—just accept that my money is gone?
To make matters worse, I was advised to personally go to the other bank and request a CCTV review. This is completely unreasonable and not how customer dispute resolution should work.

This level of support is unacceptable.

Support is really slow, no follow up or update with your ticket. Has 0 regard to customers👎👎👎👎
Save yourself the frustration and headache. Use other banks but UB. I’ve switched because of their support being really unhelpful.

Their number cannot be reached, it always says unrecognised number when being called abroad. Card delivery never arrived since first call Dec 1, 2025.

Horrible experience ng customer service nila. Nanghang up then after hindi na matawagan yung number nila. Lagi nala ng automated system. One star until I can get agent to call me.

I moved abroad but kept my credit card since I still have a balance due. I later saw that I was still being charged for an installment on a cancelled order, so I contacted support. I asked about this months ago and never received a proper answer.

I’m not even asking for a miracle. I’m not demanding a refund right away. I only asked one simple question: was I mischarged? I waited over a month because I was told the issue was being investigated and that someone would reach out, but the communication stopped and the ticket was closed.

Now I’ve emailed again and was asked to provide the details all over, and honestly, I’m really tired of the back and forth. I just want a clear answer on what happened. This has been the worst customer service experience I’ve ever had. Avoid this bank.

Customer service placed the call on hold for 10 seconds, removed the hold and kept on mute. This is manipulation in numbers. She also disconnected the call and did not call back. So annoying!!

I’m an OFW currently working in Saudi Arabia, and I’ve been requesting an account update/reactivation for several months already. I followed all required steps and sent multiple emails, but I still haven’t received a clear resolution.

As an overseas client, I rely heavily on online support since I cannot visit any branch in the Philippines. The long delays have caused inconvenience on my end, and it seems difficult to get proper assistance for simple concerns.

I hope UnionBank can improve their response time and provide a clear process for OFWs who need support while working abroad.

It's really annoying when I use Unionbank as my Auto-deduct card in my payment, the process will took me like 10mins before making the payment.