‘Runaround’ now a usual Pag-Ibig offering?

This is a rejoinder to the letters of Marlene David (“A Pag-Ibig claimant’s woes,” 6/29/15) and Dr. Ria Teresita Pinlac Maslog (“Another tale of incompetence at Pag-Ibig,” 7/8/15). I have the same sentiments.

My daughter, Ma. Victoria R. Marcos, passed away in October 2013.

On Feb. 12, 2014, I filed in the Pag-Ibig Sta. Rosa Extension Office all the required documents enumerated on a list furnished by that office. I promptly submitted the documents in the belief that the claim would be processed without any hitch.

After some time I received a letter (dated Feb. 28, 2014) from Zenaida M. Cruz of COD Provident Benefits, directing me to submit two valid identification cards of my wife (Felisa Ramos)—which were among the documents I had earlier submitted.

Some four months later, I received another letter (dated June 3, 2014) from Cruz, requiring me again to submit “One more valid ID of mother (Felisa) aside from passport,” and a “properly accomplished Application for Provident Benefits (new [form] attached with code number HQP-PFF-040, revised 5/21/14),” among other requirements. It must be noted that thrice I have been required to submit IDs of my wife, the second time for the APB form. It must be noted further that the APB form revised in 2013 and the APB form revised in 2014 have no striking differences except the marks “2013” and “2014.” I cannot see any logic or wisdom in the repeated submission of documents. Is this a product of ineptness, callousness, lack of ethical values and sense of professionalism, or sheer stupidity; or a case of blatant abuse of discretion and authority?

On July 30, 2014, I wrote to Darlene Marie Berberabe, chief executive officer of Pag-Ibig Fund, requesting her intervention relative to my claim. I never received a reply. I’m unaware that answering letters of Pag-Ibig members is not a part of her office functions.

To make a long story short, we had communications with Sylvia A. Vista, branch manager of Pag-Ibig. Per her letter (dated Oct. 17, 2014), my letter of Sept. 26, 2014, together with all the attached papers pertinent to the housing loan of my daughter, had been forwarded to the office of Merlyn P. Medina, Foreclosure Group manager, for appropriate action. On May 25, 2015, after about eight months of waiting, I sent a follow-up letter asking about the status of my claim. As I write this letter, July 22, 2015, I’m still waiting for Medina’s answer.

Based on my sad experience, along with the travails of David and Maslog, I assume that there are many claimants who have gone through the same experience. I am wondering if the officials I have had the misfortune to deal with are promoting the goals, objectives and mandates of Pag-Ibig. I am wondering if their systems and procedures are in line with the “daang matuwid” of President Aquino. And if I may add: Do they have any conscience?

But to be fair to the Pag-Ibig Sta. Rosa office, the employees there have always been accommodating, especially a certain Jimmy Sales.

—BASILIO P. MARCOS,

San Lorenzo South,

Sta. Rosa City, Laguna