Members’ concerns are our priority—Pag-Ibig

WE WRITE to address the concerns of Marlene David, mother of deceased Pag-Ibig Fund member Manolito Virgilio David (“A Pag-Ibig claimant’s woes,” Opinion, 6/29/15).

I would like to inform you that last June 26, three days before her story came out, David already received from Pag-Ibig Makati-1 branch her son’s death aid benefit.

Our concerned departments are currently working on the specifics of David’s son’s housing loan and provident claims. The status of the housing loan has to be resolved first before the provident claims can be processed. The son’s housing loan is now being handled by Pag-Ibig’s foreclosure department, and is following the usual process. David’s relatives have indicated their desire to purchase the property that is the subject of her son’s housing loan. The relatives’ proposed housing loan application with Pag-Ibig is being processed by our housing department, and we have to wait for the takeout of their loan before the foreclosure department can issue an updated statement of account and clearance on the housing loan of David’s son. This we have informed David, with whom we have established a communication line. She understands that the whole process will take some time to finish.

Earlier last week, in the afternoon of June 24, a staff member from Pag-Ibig’s Public and Media Affairs Department (PMAD) talked to David after she called PMAD. After checking with Pag-Ibig’s concerned departments, our staff member updated David on her son’s benefits. To document David’s concerns, our staff member requested her to send these through e-mail to PMAD manager Florencio O. Galang Jr. She e-mailed the same series of events as the one published in your paper.

The next day, June 25, Galang replied to David’s e-mail, advising her on the status of her son’s housing loan and itemizing the documents needed for her to claim her son’s death aid benefit. David acknowledged this and even wrote her appreciation for our actions.

We hope that this letter sheds light on how Pag-Ibig Fund has promptly responded to David’s concerns. We have discussed with the concerned branches the possible areas of improvement in our frontline services to speed up transactions with our members. Pag-Ibig assures our 15.3 million members that their concerns are our priority.

—JOAN A. DE VENECIA,

vice president,

Public Relations and

Information Services Group,

Pag-Ibig Fund