Scenario Definition

Client complains about not being tagged

as "no annual fee"
A client contacts customer support to
Promo: express their concern that their card
August 15, 202 - February 14, 2023 booking did not receive the "no annual
No Annual Fee for Life (FFL) for UBP fee" tag
Classic Visa credit cards acquisition
program

A client contacts CESG for unusual

cases related to NAF tagging i.e. CH
For Unusual Process requiring PM
was not tagged during the fulfillment
Approval
batch tagging or approved for another
card
 Process (CESG Officer)

1. Verify if the client's eligibility for the "no annual fee" promotion by checking the following criteria:
a. applied for a UnionBank Classic Visa Card (“Card”)
b. submitted his/her applications and complete requirements which are received and subsequently approved by Union Ban
the Promo Period
c. received or whose Cards are delivered within 10 days after end of Promo Period

2. A new-to-bank applicant is defined as an individual who does not have any existing principal or cancelled UnionBank Credit
the time of application.

3. The newly approved principal cardholder shall be entitled to free annual fee for life (“Welcome Gift”).
a. Cardholder must meet the following requirements within 65 calendar days (“Qualification Period) upon receipt of the Ca
b. Use their newly approved Card and charge a valid single or accumulated retail spend worth P50,000.
c. The required spend amount is counted only against one of the approved cards.
d. The transaction date will be used as reference for the valid retail spend.
Full list of following transactions excluded from this Promo:
https://www.unionbankph.com/cards/credit-card/discounts-and-promos/Welcome%20Gift/?category=312&id=2904

4. Sign-up for UnionBank Online. Download the UnionBank Application on their device and add their newly approved Card to t
downloaded via the App Store for IOS devices or Google Play for Android devices.

5. Must be in active and in current standing on his Card.

6. Cardholders who completed all requirements will be notified through email confirming that they are qualified for the Welco

1. Pls ensure that account was checked/investigat in the CEG Knowledge Base before escalating. Please check both files "FF
of 05152023"
2. EDS claims that the files are final. If CH does not appear under the base, CH is not eligible and did not meet the spending req
period.
 TAT (Turnaround Time)

Scheduled Fulfillment batches

for email send out and tagging:
1. September 30, 2022 Awarding
(August 15 to September 14,
2022 Batch)
2. October 31, 2022 Awarding
(September 15 to October 14,
2022 Batch)
3. December 01, 2022 Awarding
(October 15 to November 14,
2022 Batch)
4. December 31, 2022 Awarding
(November 15 to December 14,
2022 Batch)
5. January 31, 2023 Awarding
(December 15, 2022 to January
14, 2023 Batch)
6. February 28, 2023 Awarding
(January 15 to February 14, 2023
Batch)

2BD from date of Sharepoint log.

 Promo Name Promo Period

No Annual Fee for Life (FFL) for

UBP Classic Visa and Gold Visa May 17, 2023 – Oct 31, 2023
Only
No Annual Fee for Life (FFL) for
UBP Classic Visa and Gold Visa December 8 – December 31,
Only 2023
ao Dec. 11, 2023
 July 24, 2023– Oct 31, 2023
UnionBank (Cloned) October 26, 2023 – February
Rewards
Miles+ 29, 2024*
Cashback *30 BD from date of meeting the
Reserve card spend
(updated on 2/1/24) (updated on 12/1/2023)
FFL/NAF/PW TAGGING DUE TO
LATE CARD DELIVERY
Check Promo period of application
UPDATED:
2/20/24
Miles+ Free Trip To Australia Flash
Deal 3 DAYS ONLY!
September 29, 2023, to October 1,
UPDATED: 2023 at WG Travel Expo
Oct 3, 2023
CREDIT CARD HIERARCHY
Depends on thepromo period of the
UPDATED:
card
Oct 3, 2023
Same Customer booked under two
different CIFs Depends on thepromo period of the
UPDATED: card
Oct 18, 2023

Same Customer booked under two October 26, 2023 – Feb 29, 2024
different CIFs
UPDATED: Per DTI Fair Trade Permit No. FTEB-
2/1/24 178773 Series of 2023
 Acqui Top-up PROMOS October 5 – January 31, 2024
UnionBank Rewards card P2,000
eGift Flash deal Valid for new customers only.
UPDATED: Per DTI Fair Trade Permit No. FTEB-
Dec 1, 2023 174749 Series of 2023

Miles+ Free Trip To Japan

UPDATED: Feb 2-4 PTAA

2/2/2024
 Products Covered Offer Scenario

Client inquires if
Gold/Classic Visa
card is qualified for
NAFFL because
there was no SMS
UnionBank Gold Visa and Classic Visa Welcome Gift received as
credit cards No Annual Fee for life promised

For Unusual
Process requiring
PM Approval
 Client inquires if
Gold/Classic Visa
card is qualified for
NAFFL because
there was no SMS
received as
promised

UnionBank Gold Visa and Classic Visa

credit cards
for accounts booked only through RBC, for Welcome Gift
the following sol codes: No Annual Fee for life
RCBRDSDWAP
NCPYDSPWAP

For Unusual
Process requiring
PM Approval
 Client inquires if
Rewards card is
Welcome Gift > Spend Requirement qualified for NAFFL
* because customer
already met the
P18,000 eGift> Php 40,000 spend and still no
UnionBank (Cloned) Rewards card SMS received
30,000 Miles > Php 40,000
No Annual Fee > Php 20,000
P5,000 eGift > Php 20,000

*(Single or accumulated purchases)

For Unusual
Process requiring
PM Approval
 Client is inquiring
about the spend
requirement within
60 days from card
approval date. CH
only received
beyond 30 or more
days.

All Cards under ACQUI

1. Reserve
2. Miles+
3. Rewards
4. Cash Back Pls check Card Offer
5. Lazada
6. Cebu Pacific
7. Gold Visa
8. Classic Visa

Client ALREADY
made the spend
requirement from
DATE OF CARD
RECEIPT but no
SMS has been
received due to
Late Card Delivery
 Welcome GIFT
TIER 1: 30,000 Miles
Equivalent to Hongkong RT
40,000 PHP within 60 days
Client inquires
TIER 2: 50,000 Miles
about eligibility
Miles + Card Equivalent to Japan RT
and when miles
75,000 PHP within 60 days
will be credited
TIER 3: 75,000 Miles
Equivalent to Australia RT
100,000 PHP within 60 days
All Cards under ACQUI
2 different cards
1. Reserve
applied on the
2. Miles+
same day and got
3. Rewards
approved. Ch
4. Cash Back Depends on the WG of the card
wants to know
5. Lazada
which WG he/she
6. Cebu Pacific
will get or qualify
7. Gold Visa
for.
8. Classic Visa
All Cards under ACQUI
1. Reserve 2 different cards
2. Miles+ were booked on
3. Rewards two different CIFs
4. Cash Back Depends on the WG of the card instead of 1. This is
5. Lazada a system error
6. Cebu Pacific from time of
7. Gold Visa application.
8. Classic Visa

Welcome Gift > Spend Requirement

UnionBank Reserve card
UnionBank Miles+ card
UnionBank Rewards card
UnionBank Cash Back card
*(Single or accumulated purchases)
2 different cards
*
were booked on
two different CIFs
P18,000 eGift> Php 40,000
instead of 1. This is
30,000 Miles > Php 40,000
a system error
No Annual Fee > Php 20,000
from time of
P5,000 eGift > Php 20,000
application.
 UnionBank Reserve card
UnionBank Miles+ card
UnionBank Rewards card
Welcome Gift > Spend Requirement
UnionBank Cash Back card
*
with SOL CODES:
DCPMFBBAU1 CH is inquiring
P18,000 eGift> Php 40,000
DCPMFBINQ1 about the 2k on
30,000 Miles > Php 40,000
DCPMGYBAU1 top of the WG.
No Annual Fee > Php 20,000
DCPMGOBAU1
P5,000 eGift > Php 20,000
DCPMGMDIC1
DCPMGMGOS1
*(Single or accumulated purchases)
DCPMGMGYS1
DCPMGMYTB1

Client inquires
about the "Free
Trip to Japan"
Seen at the PTAA Travel Expo banner they saw at
Miles + Card Banner the PTAA. They
"Free Trip to Japan" would like to know
if 30,000 miles is
enough to book a
RT ticket to Japan.
 Definition of Scenario

A client contacts customer support to express their concern

that their card booking did not receive the "no annual fee"
SMS

A client contacts CESG for unusual cases related to NAF

tagging (i.e. CH was not tagged during the fulfillment batch
tagging or approved for another card)
A client contacts customer support to express their concern
that their card booking did not receive the "no annual fee"
SMS

A client contacts CESG for unusual cases related to NAF

tagging (i.e. CH was not tagged during the fulfillment batch
tagging or approved for another card)
 Customer met the required spend 30 BD FROM DATE OF
meeting the spend but still no SMS received

A client contacts CESG for unusual cases related to NAF

tagging (i.e. CH was not tagged during the fulfillment batch
tagging or approved for another card)
1. Client was approved for the cards months before receiving
the physical card.
2. Received it more than 30 days from date of approval.
2. ONLY inquiring if eligible.

1. Client was approved for the cards months before receiving

the physical card.
2. Made the required spend from CARD RECEIPT DATE and
within the criteria.
3. Customer called to inform that he/she has met the spend.
Customer met the required spend but miles are not yet
credited.
Client applied on the same day and was approved for two
different credit cards eg. Rewards Card and Gold Visa
Client applied on the same or different day and was approved
for two different credit cards eg. Rewards Card and Gold Visa.
Both cards are not viewable under one CIF.

1) For UnionBank Miles+ card, Miles will be available for

redemption within thirty (30) business days upon meeting
the spend requirement.
2) For UnionBank Reserve and UnionBank Cash Back cards,
the eGift promo code will be sent to the Cardholder within
thirty (30) business days from meeting the spend
requirement
3) The qualified Cardholder of a UnionBank Rewards card will
receive an SMS confirmation of the No Annual Fee Welcome
Gift within thirty (30) business days from meeting the spend
requirement.
 1) For UnionBank Miles+ card, Miles will be available for
redemption within thirty (30) business days upon meeting
the 10k spend requirement.
2) For UnionBank Reserve and UnionBank Cash Back cards,
the eGift promo code will be sent to the Cardholder within
thirty (30) business days from meeting the 10k spend
requirement
3) The qualified Cardholder of a UnionBank Rewards card will
receive an SMS confirmation of the No Annual Fee Welcome
Gift within thirty (30) business days from meeting the 10k
spend requirement.

Customer may have misunderstood the banner and think that

they can book a round trip ticket to Japan. The booking and
airfare equivalent to the 30k bonus miles is subject to flight
availability and is interchanging on a daily basis.
 Eligibility/Process (CESG Officer)

CESG Officers to check:

1. Verify if the client's eligibility for the "no annual fee" promotion by checking the following criteria:

a. NO existing Primary credit card with Unionbank. Previous UB card must be closed >6MOB.
b. Program coverage are those newly booked card accounts (NTBs) from May 17 to Oct 31, 2023.
c. MUST be a Primary account holder of UnionBank Classic Visa card or the UnionBank Gold Visa card
d. Applied and subsequently approved within the promo period May 17 to Sep 30, 2023.

2. If "Yes" to the checklist above, CESG officer* can confirm with Customer that account is tagged NAFFL. Pls
see sample note template in red.

3. If client is qualified (as per checklist above) but not yet tagged internally including beyond SMS sendout TAT,
you may assure account is tagged as NAFFL. Pls log this via CEG Sharepoint for NAF tagging. Pls use the sample
issue description below.

***UPDATED as of Oct 3, 2023***

Pls edit app date and include a sample description in SP like the one below. Once logged, no need further
reply from respective PMs.
Checked Criteria>Primary Acct>NTB>Applied/Approved June 28>Previous card closed >6MOB>Managed CH
and promised acct is tagged NAFFL. Pls include in NAFFL tagging pls.
*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.

1. Pls ensure that account was checked/investigated first before escalating to PM.
2. Kindly log this case to CEG Sharepoint or CEG App. If no access, kindly email jemariaca@unionbankph.com
for access.
3. Expect 2BD to be given resolution/next steps via CEG Sharepoint or CEG App from respective PMs."
CESG Officers to check:

1. Verify if the client's eligibility for the "no annual fee" promotion by checking the following criteria:

a. NO existing Primary credit card with Unionbank. Previous UB card must be closed >6MOB.
b. Program coverage are those newly booked card accounts (NTBs) from May 17 to Oct 31, 2023.
c. MUST be a Primary account holder of UnionBank Classic Visa card or the UnionBank Gold Visa card
d. Applied and subsequently approved within the promo period May 17 to Sep 30, 2023.

2. If "Yes" to the checklist above, CESG officer* can confirm with Customer that account is tagged NAFFL. Pls
see sample note template in red.

3. If client is qualified (as per checklist above) but not yet tagged internally including beyond SMS sendout TAT,
you may assure account is tagged as NAFFL. Pls log this via CEG Sharepoint for NAF tagging. Pls use the sample
issue description below.

***UPDATED as of Oct 3, 2023***

Pls edit app date and include a sample description in SP like the one below. Once logged, no need further
reply from respective PMs.
Checked Criteria>Primary Acct>NTB>Applied/Approved June 28>Previous card closed >6MOB>Managed CH
and promised acct is tagged NAFFL. Pls include in NAFFL tagging pls.
*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.

1. Pls ensure that account was checked/investigated first before escalating to PM.
2. Kindly log this case to CEG Sharepoint or CEG App. If no access, kindly email jemariaca@unionbankph.com
for access.
3. Expect 2BD to be given resolution/next steps via CEG Sharepoint or CEG App from respective PMs."
CESG Officers to check:

The Promo is open to principal UnionBank credit card applicants who:

1. NO existing Primary credit card with Unionbank/Citi. Previous Primary UB/Citi credit card must be closed
>6MOB.
2. Card application and approval is within promo period of July 24, 2023– Jan 31, 2024;
3. Meets the P20,000 spend requirement within 60 days from card approval date. Fulfilment is after 30BD
from DATE OF MEETING SPEND.

2. If "Yes" to the checklist above, CESG officer* can inform Customer that account will be tagged NAFFL if it
satisfies all criteria. PLS DO NOT GUARANTEE. Pls see sample note template in red.

NOTE: Pls check the ACQUI CODE FINDER before logging to Sharepoint.

3. If client is qualified (as per checklist above) but not yet tagged internally including beyond SMS sendout
TAT, do NOT guarantee NAFFL tagging. Pls log this via CEG Sharepoint for NAF tagging. Pls use the sample issue
description below.

***UPDATED as of Dec 19, 2023***

Pls edit app date and include a sample description in SP like the one below. Once logged, no need further reply from respective PMs.
Checked Criteria>Primary Acct>NO existing Primary card with Citi/UB>NTB>Applied/Approved Oct
12>Previous card closed >6MOB>Customer met 20k spend on Nov 1 with amount 21,097. Checked Aqui code
finder, not found in latest file ao (insert file date). Managed CH but Did not guarantee tagging. FOR
CHECKING IF NTB ELIGIBLE>UNSURE IF WITH CITI CARD>IF ELIGIBLE, PLS APPROVE DEVIATION.
*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.

1. Pls ensure that account was checked/investigated first before escalating to PM.
2. Kindly log this case to CEG Sharepoint or CEG App. If no access, kindly email jemariaca@unionbankph.com
for access.
3. Expect 2BD to be given resolution/next steps via CEG Sharepoint or CEG App from respective PMs."
1. CESG Officer to CHECK the Acqui Code finder FIRST before referring it to PM. If not found,
A. Is it NTB? No other card with Unionbank and Citibank PH for >6MOB. You may ask CH if he/she has an
existing Citi credit card.
a. If with Citi credit card or card was closed <6MOB, CH is NOT eligible. CESG officer to quick kill the call. No
need to defer the situation to PM. CESG officer to manage CH's expectations.
B.He/She can still try to meet the spend within 60 days from card receipt date (pls leave account notes of card
delivery date) depending on the chosen card’s WG. NO NEED TO FILE TICKET# IF SPEND HAS NOT
BEEN MET YET. CSO TO FILE NEW TICKET# ON SF AFTER MEETING THE SPEND
REQUIREMENT.
2. CESG officer to QK the call.
**********************
IMPORTANT:
CEG Sharepoint is NO LONGER IN USE. Pls refer to the Resolution's team's process that was cascaded on Jan
29, 2024. Check your KB! For immediate compliance. - updated 2/21/24

1. CESG Officer to CHECK the Acqui Code finder FIRST before referring it to PM. If not found,
A. Is it NTB? No other card with Unionbank and Citibank PH for >6MOB. You may ask CH if he/she has an
existing Citi credit card.
a. If with Citi credit card or card was closed <6MOB, CH is NOT eligible. CESG officer to quick kill the call. No
need to defer the situation to PM. CESG officer to manage CH's expectations.
b. If CH refuses to say or denies it, CESG officer to follow Reso Team's Escalation Process.
B. He/She can still try to meet the spend within 60 days from card receipt date (pls highlight this to easily
check by CSO) depending on the chosen card’s WG. NO NEED TO FILE TICKET# IF SPEND HAS NOT
BEEN MET YET. CSO TO FILE NEW TICKET# ON SF AFTER MEETING THE SPEND
REQUIREMENT. When logging it via Reso Sharepoint, pls input: FOR CHECKING IF NTB
ELIGIBLE>UNSURE IF WITH CITI CARD>LCD CASE>spend met on (insert date), IF ELIGIBLE, PLS
APPROVE DEVIATION.
2. CESG officer to QK the call.

IMPORTANT:
CEG Sharepoint is NO LONGER IN USE. Pls refer to the Resolution's team's process that was cascaded on Jan
29, 2024. Check your KB! For immediate compliance. - updated 2/21/24
CESG Officers to check:

The Promo is open to principal UnionBank credit card applicants who:

1. NO existing Primary credit card with Unionbank/Citi. Previous Primary UB/Citi credit card must be closed
>6MOB.
a. If with Citi credit card or card was closed <6MOB, CH is NOT eligible. CESG officer to quick kill the call. No
need to defer the situation to PM. CESG officer to manage CH's expectations.
2. Card application and approval is within promo period of Sept 29 - Oct 1, 2023 at the WG Travel Expo
3. Meets the required spend requirement within 60 days from card approval date. Pls refer to the tiers of
spend + WG equivalent.
4. Pls check if spend requirement is without exclusions.
5. Not LCD (Late Card Delivery). Pls check if within TAT of fulfillment.
6. If client is qualified (as per checklist above) but has not received SMS or miles have not been credited
beyond TAT. Do NOT guarantee eligibility but Pls log this via CEG Sharepoint for further checking with regard
to having Citi credit card.

***UPDATED as of Oct 3, 2023***

Pls edit app date and include a sample description in SP like the one below. Once logged, no need further reply from respective PMs.
FOR CHECKING IF NTB ELIGIBLE>UNSURE IF WITH CITI CARD>MILES CREDITING 50,000>IF ELIGIBLE, PLS
APPROVE DEVIATION.
*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.
A. CESG Officers to check the Card Hierarchy below.
1. Reserve
2. Miles+
3. Rewards
4. Cash Back
5. Lazada
6. Cebu Pacific
7. Gold Visa
8. Classic Visa

B. CH is only entitled to ONE welcome gift provided that CH meets the WG criteria.
For Example:
- CH can keep both cards but one card can ONLY be awarded the NAFFL.
- Since Rewards card is superior to Gold Visa (Pls refer to the card Hierarchy), CH will need to make the
required spend within 60 days (refer to T&Cs) to get NAFFL.
- Should the CH wish to keep the Gold Visa instead, he/she must close Rewards card in order for he/she enjoy
the NAFFL for this card. If not, he/she will forfeit NAF for this card.

***UPDATED as of Oct 3, 2023***

Pls edit app date and include a sample description in SP like the one below. Once logged, no need further reply from respective PMs.
C. Pls log via SP: FOR CHECKING IF NTB ELIGIBLE>CARD HIERARCHY>CH CHOOSES GOLD VISA FOR NAF
TAGGING> PLS APPROVE DEVIATION.

*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.
1. CESG officers to confirm with customer that both accounts were applied by him/her only. (Fraud check)
2. If part of error, CESG officer to advise customer that one account has to be closed. Customer has to choose
which account (CIF). You may provide him/her the WG promo and criteria to qualify to help customer to
decide.
2. Once done, kindly close the card (check with CEG process) and advise PM via CEG SP about the situation. Pls
indicate complete details to PM.

***UPDATED as of Oct 18, 2023***

Pls edit app date and include a sample description in SP like the one below. Once logged, no need further reply from respective PMs.
C. Pls log via SP: FOR CHECKING IF NTB ELIGIBLE>2 DIFF CIF>CH CHOOSES GOLD VISA FOR NAF TAGGING> PLS
APPROVE DEVIATION.

*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.

1. Check if qualified for the promo:

• Create date / application date should be within the promo period
• New-To-Bank Card (no closed accounts in past 6 months)
• Should meet the applicable spend requirement within 60 days from card approval date
2. Log in Sharepoint should client still be qualified but did not receive the SMS qualification message. Refer to
the established Quick Kill guide and Code Finder.
1. Check if qualified for the promo:
• Create date / application date should be within the promo period
• New-To-Bank Card (no closed accounts in past 6 months)
• Should meet the applicable spend requirement within 60 days from card approval date
• SOL CODE is part of the list under column C.
• Met spend of 10k
• Check TAT - 30BD from meeting the 10k spend is the Fufilment TAT
2. Log in Sharepoint should client still be qualified but did not receive the SMS qualification message. Refer to
the established Quick Kill guide and Code Finder.

CESG Officers should manage the call and use this suggested spiel.

"You can purchase at least a one-way trip to Japan equivalent to 30,000 bonus miles,
depending on available airfare rates. However, booking and airline tickets are still
subject to flight availaibility of the airline partners. You can continue to use your card
to earn more miles to book for a trip destination of your choice."

*CESG officer will be subject to disciplinary action under CESG consequence policy for all errors tracked.
 TAT (Turnaround Time)
Quick Kill/Manage the call and assure CH The qualified Cardholder will
that he/she will be tagged
2BD from date of CEG Sharepoint log.
How to claim the offer Program Managers
receive an SMS confirmation of
1. Maffy Tamayo for Acqui
his/her eligibility for the No
(maetamayo@unionbankph.com)
Annual Fee Welcome Gift.
2. Tiny Kaimo for Complaints
Fulfillment of the No Annual Fee
(mmkaimo@unionbankph.com)
Welcome Gift will be done at the
end of the promo period.
Quick Kill/Manage the call and assure CH
that he/she will be tagged

The qualified Cardholder will

receive an SMS confirmation of
1. Maffy Tamayo for Acqui
his/her eligibility for the No
(maetamayo@unionbankph.com)
Annual Fee Welcome Gift.
2. Tiny Kaimo for Complaints
Fulfillment of the No Annual Fee
(mmkaimo@unionbankph.com)
Welcome Gift will be done at the
end of the promo period.

2BD from date of CEG Sharepoint log.

Quick Kill/Manage the call and assure CH
that he/she will be tagged on the ff
dates accordingly. The qualified Cardholder will
receive an SMS confirmation of
Scheduled Fulfillment batches for SMS his/her eligibility for the No 1. Maffy Tamayo for Acqui
send out and tagging: TBD (maetamayo@unionbankph.com)
Annual Fee Welcome Gift. SMS
2. Tiny Kaimo for Complaints
confirmation will be sent within
(mmkaimo@unionbankph.com)
thirty (30) days upon meeting
the spend requirement.

2BD from date of CEG Sharepoint log.

Quick Kill/Manage the call.

1. Maffy Tamayo for Acqui

(maetamayo@unionbankph.com)
2. Tiny Kaimo for Complaints
(mmkaimo@unionbankph.com)

Quick Kill/Manage the call.

Manual fulfillment and Email/SMS

sendout once given deviation. Pls follow
Reso Team's Escalation's process.
 The Qualified Customers (11 of
Quick Kill/Manage the call. them) have been awarded the
equivalent miles relevant to their Ian Ricardo
Scheduled Fulfillment batches for SMS spend. Pls check their Rewards Tiny Kaimo
send out and tagging: TBD page.
(updated 2/1/24)
Quick Kill/Manage the call.
Ian Ricardo
Manual input
Scheduled Fulfillment batches for SMS Tiny Kaimo
send out and tagging: TBD
Quick Kill/Manage the call.

Scheduled Fulfillment batches for SMS

send out and tagging: TBD

Quick Kill/Manage the call.

30 BUSINESS DAYS FROM DATE OF

MEETING THE SPEND REQUIREMENT.
Quick Kill/Manage the call.

30 BUSINESS DAYS FROM DATE OF

MEETING THE SPEND REQUIREMENT.

Quick Kill/Manage the call. Ian Ricardo

Tiny Kaimo
Patricia Lim
 SITUATION

Template for MGM Escalation

updated ao 2/1/24

Referrer has not received the

code for his/her referral/s.
(updated 2/1/24)

Referral is Part of Fall-off List

(MGM Referral Search)
updated 2/1/24
 Referral's
MGM Promo Code Expired

Received Promo Code but

unable to redeem

CH deleted SMS with promo

code from Unionbank

Non-receipt of e-Gift after 5BD

from date of redemption.

Promo Code Not Working

PLS CHECK IF PART OF MGM SOL

CODE
**09/01/2023**

Promo Code NOT found in MGM

Code Finder
 PROCESS

For MGM Referral checking: (IF NOT FOUND in the MGM code finder/Referral Search)
1. Referrer mobile phone number (pls ensure that MGM code finder has been checked with
TL before escalating)
2. Last 4 digits of card number used by Referrer
3. Referral/s' mobile phone numbers for checking (pls ensure that MGM Referral search has
been checked with TL before escalating)
4. SOL Code of Referrals. Must be MGM SC - PLS INDICATE SOL CODE HERE (Refer to Row 10)
5. Date of approval of Referral/s' cards - if within TAT, pls manage CH.
6. Refer to T&Cs. http://www.unionbankph.com/r/mgmtc
7. REFERRALS MUST BE NTB. No existing Citi or UB credit card.

1. Check the Referral's card open date and MGM SOL Code.
2. If within TAT, Quick kill and manage the CH's expectations. If not, pls go to #3.
3. Check MGM code finder and search for Referrer's MOBILE phone number. The file will list
ALL referrals done by the referrer. Pls ask for the referral's phone number (as identifier). Pls
see picture on the right.
4. If CIF/ of referral card number is found, provide the CH's code. Code expires 60 days from
date of issue via SMS blast.
5. If expired, refer to the "Referral's MGM Promo Code Expired" scenario.
6. If not found, check the falloff file. Refer to MGM Referral search code finder.

1. Check the MGM Referral Search using the referral's phone number. Code indicated in the
Fall off list are NOT yet activated because referrer was not identified.
2. Check tagged media ID under referral in look-up file; MEDIA ID should be Referrer's last 6
digits of PRIMARY phone number + last 4 digits of ACTIVE card number.
***Fall-off Referrals happen when the Referrer's account is a.) closed b.) input wrong media
ID format c.) referral is not theirs - CPO to probe
3. For Fall-off codes, you NO longer need PM approval to activate. Simply log it on the
deviation file. Cut-off to log the codes for activation is Tue and Fri at 4PM. The following POCs
below are to submit to Tiny every Tue/Fri at 5PM. Ensure that all details of referrer is correct
and correctly indicated in the form.
o DET - @Julie Anne M. Villar
o VET - @Melljohn Regidor/Hommer Versoza/Mariel Valois

3. If Referral is "currently under validation", officer may advise the referrer that the referral is
currently under validation. Once validation is completed, referrer will be awarded via SMS.
1. Get the promo code from the CH
2. Check notes/inbox/sharepoint for any previous escalations by the customer
3. If none, kindly document by filing a request in the CEG Sharepoint for approval.
4. Once PM approval is secured, officer to file via CEG Sharepont. The PM will consolidate all
MGM deviation/extension approvals every Tue/Fri 4PM. All cases logged after 4PM will be
included in the next HO day.
5. HO file will be endorsed to Giftaway for activation/extension or redemption details.
6. CH will NOT receive an SMS once activated. Officer should instruct the CH to retry
redemption after 3-5BD from date of filing if for extension/activation.
7. PM will forward the list to the CESG officer's email indicated in Sharepoint.

1. Check the Code Finder if promo code and last 4 digits are correct. Confirm with customer
the details.
2. Check if CH is inputting the promo code alongside the last 4 digits of credit card. Check the
code finder for the card number tagged to the referral.
3. Check the promo code activation/expiration against the referral’s card open date. Promo
codes are only active for 60 days upon SMS sendout.
4. Codes are probably inactive. Pls seek deviation approval and raise a request in CEG
Sharepoint for reactivation/extension. TAT is 3-5 BD.

1. Check the Code Finder.

2. Check the expiry of the code against the referral’s card open date. Promo code is only valid
for 60 days.
3. If code is expired, pls refer to "Promo Code Expired" FAQ.

1. Pls have the CH check spam inbox.

2. Probe for the promo code used/last 4 digits.
3. Pls check with PM and provide PM details i.e. Promo Code, email and primary phone
number.
1. Pls check with CH the link used. Giftaway MGM Link: http://gft.ph/ubrefer or
www.unionbankph.com/r/mgmredeem
2. Pls check which last 4 digits is being used
1. Always check SOL code if part of MGM source codes list.
**MGM SOL Codes**
DCMMUBBAU1, DCMMUBWOC1, DCMMUBEMMS, DCMMPRBAU1, DCMMEMRCE1,
DCMMMSRCE1, DCMMFBBAU1, DCMMTEBAU1, DCMMMSEMG1, DCMMEMCORP,
DCMMSMALL1, DCMMEMALL1, DCMMGGBAU1, HCMMSGNTB1, HCMMSGNTC1

1. Check referral account's source code

2. Check the account open date of referral if within SLA
3. Check MGM Look up file c/o TL or using Referrer's account number
4. Check the Referral's phone number under Fall off field
5. Check with PM and provide him/her with details i.e.solcode, account number of referrer
and referral, application date
 TAT

Pls ensure that

1. MGM Code Finder
2. MGM Referral Search
have been checked prior to
escalating.

3-5BD from SP Log

3-5BD from SP Log

3-5BD from SP Log

3-5BD from SP Log

3-5BD from SP Log

3-5BD from SP Log

QK

QK

3-5BD from SP Log

 Customer FAQs

Who can participate in the MGM promo?

I am a Citibank cardholder, can I participate?

I recently closed my UnionBank credit card, can I

still join the promo?

How do I start referring?

How many can I refer?

Who can I refer?

How will I know if I'll be qualified for an MGM

eGift?
 CESG Officer QK
All existing UnionBank credit cardholders can participate in the promo.

***Supplementary cardholders are not allowed

***Citibank credit cardholders are not allowed unless they have an existing
UnionBank credit card.

If you have an existing UnionBank credit card, you may participate.

If you do not have a UnionBank credit card yet but would like to participate, you may
expect an email with instructions on how to refer within a few weeks.

(Process for Citi referrers is WIP)

No. Your credit card must be active and in good credit standing.

You can follow the below steps to start referring:

1. Visit www.unionbankph.com/r/referubo
2. Once on the site, fill the required fields
- Last 6 of Mobile Number with UBP
- Last 4 of Credit Card with UBP
3. Click "Create Your Unique Referral Link"
4. Once your link appears on screen, you may click "Copy Link"
5. You may now share the link to your family and friends via your favorite messaging
or social media apps

There is no limit on how many you can refer provided that you are not in violation of
the terms and conditons.

To be counted as a valid referral, you must refer someone who is:

1. Has no existing principal UnionBank credit card.

2. Has no existing prinicipal Citibank credit card.
2. 21 to 65 years old.

If your referral was approved already, you may expect an SMS within 30 Business
days from approval of your referral with the following:

1. Promo code
2. Link for redemption

If it has been more than 30 days since your referral was approved and you have not
received an SMS, you may raise this again with us for handling.
 Customer FAQs

Who can participate in the EGM promo?

How do I start referring?

Who can I refer?

What's the turnaround time for receiving an eGift?

How will I know if I'll be qualified for an MGM

eGift?

Promo Period
 CESG Officer QK

All existing UnionBank of the Philippines Employees provided they are NOT

Field Sales Officers, Relationship Managers/Bankers, Telesales Officers, Retail

Banking Center, Credit Initiation, Credit Review

***These listed employees are NOT allowed to participate in the EGM promo

You can follow the below steps to start referring:

1. Visit www.unionbankph.com/r/egm
2. Once on the site, login using your UB Microsoft credentials
3. Generate your link by inputting your UBP Employee ID Number
4. Click "Create Your Unique Referral Link"
5. Once your link appears on screen, you may click "Copy Link"
6. You may also opt to create a QR code, simply click "Generate QR" and take a
screenshot of the succeeding page.
5. You may now share the link to your family and friends via your favorite messaging
or social media apps

To be counted as a valid referral, you must refer someone who:

1. Has no existing principal UnionBank credit card.

2. Has no existing prinicipal Citibank credit card.
2. Is not a related interest (up to 2nd degree)
30 business days from the approval of the referral.

If your referral was approved already, you may expect an SMS within 30 Business
days from approval of your referral with the following:

1. Promo code
2. Link for redemption

If it has been more than 30 days since your referral was approved and you have not
received an SMS, you may raise this again with us for handling.

October 19, 2023 to March 31, 2024

Project Manager’s Name

Promo Title

Product/s Covered

Acquisition channels

Offer

Who Can Avail?

Who Can Avail?

How to Avail?

Promo Period

How to Claim Offer?

Terms and Conditions

Escalation Process
Maffy Tamayo
Tiny Kaimo
UnionBank Rewards card P2,000 eGift Flash deal

UnionBank Rewards card

For NTB carded applications only
For WOC (with other card from another bank) applications only

Only for applications done through the below solcodes:

DCPMFBBAU1
DCPMFBINQ1
DCPMGYBAU1
DCPMGOBAU1
DCPMGMDIC1
DCPMGMGOS1
DCPMGMGYS1
DCPMGMYTB1
DCPMFBBAU1
DCPMFBINQ1
DCPMGYBAU1
DCPMGOBAU1
DCPMGMDIC1
DCPMGMGOS1
DCPMGMGYS1
DCPMGMYTB1
DCAFFBGRUP -FB Groups - Promo started on Nov 17, 2023 onwards
DCAFFPTPUP - Orange - Food Panda - Promo started on Nov 17, 2023 onwards
DCAFINTPUP - Influencers - Promo started on Nov 17, 2023 onwards
DCAFMXBAU1 - Money Max BAU - Promo started on Nov 17, 2023 onwards
DCAFMXRPXS - Moneymax Excel - Promo started on Nov 17, 2023 onwards
DCAFMXTPUP - Orange - Affiliates - Promo started on Nov 17, 2023 onwards
DCSAOTSALV - Telesales Salvage - Promo started on Dec 1, 2023 onwards

Digital paid media

Top-up eGift: 2,000 Giftaway eGift

Open to principal UnionBank credit card applicants who:

a) Do not have an existing Principal credit card issued by UnionBank and/or Citi and have not had one in
the last six (6) months before application;
b) Have an existing principal credit card issued by another bank that is more than six (6) months old.
*Staff cards and Supplementary Cards are excluded from this Promo.

The applicant must get approved for a Card and meet the P10,000 spend requirement for their Card
within sixty (60) calendar days from card approval date

Valid for new customers only. Per DTI Fair Trade Permit No. FTEB-174749 Series of 2023
October 5 – March 31, 2024

1. The qualified Applicant will receive an SMS confirmation of his/her eligibility to receive
the Giftaway eGift within thirty (30) business days from meeting the Spend Requirement.

2. The SMS will contain the eGift code, which the qualified Applicant may present at
Giftaway via the link indicated in the SMS. The Giftaway eGift will be in P500
denominations and are valid for one (1) year after the qualified Applicant receives the
Giftaway eGift codes via SMS.

1. Check if qualified for the promo:

• Create date / application date should be within the promo period
• Application should be through the identified solcodes
• New-To-Bank Card (no closed accounts in past 6 months)
• Should be carded/WOC (with a card from another bank)
• Should meet the applicable spend requirement within 60 days from card receipt date (including
installments)
• Notes if part of qualified list
2. Log in Sharepoint should client still be qualified but did not receive the SMS qualification
message. Refer to the established Quick Kill guide and Code Finder.
 Scenario Definition

Client complains about not receiving a

TUMI-DELSEY voucher

Promo: A client contacts customer support to

October 21, 2022 to January 31, 2023 express their concern that their
PHP10,000 TUMI e-GC or PHP6,000 voucher has not been sent yet.
DELSEY e-GC for UBP Miles+ Platinum Visa
and Gold Visa credit cards acquisition
program

A client contacts CESG for unusual

For Unusual Process requiring PM cases related to voucher receiving i.e.
Approval CH has not received their voucher
even after the supposed dates.
 Process (CESG Officer)

1. Verify if the client's eligibility for the "no annual fee" promotion by checking the following criteria:
a. applied for a UnionBank Classic Visa Card (“Card”)
b. submitted his/her applications and complete requirements which are received and subsequently approved by Union Ban
the Promo Period
c. received or whose Cards are delivered within 10 days after end of Promo Period

2. The Promo is open to principal new-to-bank* credit card applicants:

*A new-to-bank applicant is defined as an individual who does not have any existing principal or cancelled UnionBank Credit C
time of application.
a. who apply for a UnionBank Miles+ Platinum Visa Card or Gold Visa Card (“Card”)
b. whose applications were received with complete requirements and subsequently approved by Union Bank of the Philipp
c. whose Cards are delivered within 10 days after end of Promo Period

3. The newly approved principal cardholder shall be entitled to receive either P10,000 TUMI e-GCs or P6,000 DELSEY e-GCs (“W

4. The cardholder must meet the following requirements within 65 calendar days (“Qualification Period) upon receipt of the C
their newly approved Card and charge a valid single or accumulated retail spend worth:
Miles+ Platinum Visa Card has to spend ₱50,000 to receive a ₱10,000 TUMI e-GC
Gold Visa Card has to spend ₱30,000 to receive a ₱6,000 DELSEY e-GC

6. Cardholders who completed all requirements will be notified through email confirming that they are qualified for the Welco

1. Pls ensure that account was checked/investigated first before escalating to PM.
2. Kindly log this case to Sharepoint FFL 2023. If no access, kindly email agfgalupe@unionbankph.com for access.
3. Expect 2BD to be given resolution/next steps via Sharepoint from respective PMs.
 TAT (Turnaround Time)

Scheduled Fulfillment batches

for email send out and tagging:
1. December 23, 2022 Awarding
(October 21 to December 10,
2022 Batch)
2. February 15, 2023 Awarding
(December 11, 2022 to January
31, 2023)

2BD from date of Sharepoint log.

 Promo Period Promo

July 1 to September 30, 2023 P2K Welcome Gift

August 2, 2o23 to December 31, 2024 P2K Welcome Gift

August 17 to September 30, 2023 P2K Welcome Gift

September 25, 2023 to December 31,

P5107 CashBack
2024

December 7, 2023 to February 29,

P5K Welcome Gift
2024

December 7, 2023 to February 29,

P2K Welcome Gift
2024

December 7, 2023 to February 29,

P5K Welcome Gift
2024
December 22, 2023 to February 29,
P5K Welcome Gift
2024
January 15 to February 29, 2024 P5K Welcome Gift

REASONS FOR DEVIATION DEFINITION


CH applies during promo period but
card was approved after.
Updated ao 6/14/23
CH claims that they should
receive an eGift since they
applied during the promo
period but card was approved
after.
Sample Scenario: Confirmed
with DM and PM that in order
for them to qualify, they must
apply and get approved within
the same promo period.

CH wants to know how they can avail CH wants to get the 30% off
of the promo with Agoda for Agoda with their new
Updated ao 10/20/23 Miles+ card
CH is unable to claim the egift from CH claims that they received
the link shared via SMS an SMS with promo code but is
unable to claim the egift

CH is unable to view CASHBACK from CH claims that they received a

Partnership offer text that they have a
CASHBACK from us but is not
sure where to view this.

CH gets an error while trying to claim

CH claims that the code has an
his eGift from Giftaway
error
Updated ao 2/15/2024
 Channel

PetNet Field Agents

GCash

PickARoo

PLDT Home

Smart Postpaid

Smart Prepaid

Smart Infinity

AGODA

Digits

PROCESS
 As per our T&Cs:

Applies for the Card through promo

communications sent by Partners during the
Promo Period and consequently gets
approved within said period;

Avail of the discoint by applying here:

agoda.com/ubpvisa

Please advise CH to try to claim at a later

time as we check on Giftaway

Please advise CH to view in UBO and click thei

Please advise CH that the L4 digits need to

be included in the field

CODE + L4 DIGITS
Source Code to Qualify

DCPAPNDGFA

DCPAGCEMEM
DCPAGCPREF
DCPAGCPUGC
DCPAGCPCGC
DCPAGCACGC
DCPAGCPNGC
DCPAPRDGEM
DCPAPRDGPN
DCPAPRDGBN
DCPAPRDGSM
DCPAPLDGEM
DCPAPLDGSM
DCPAPLDGVB
DCPAPLDGFB
DCPAPLDGBN
DCPASMSMSM
DCPASMEMSM
DCPASMBNSM
DCPASMVBSM
DCPASMQRSM
DCPASMSMPR
DCPASMEMPR
DCPASMBNPR
DCPASMVBPR
DCPASMINMI
DCPASMINRE
DCPAAGFBAG
DCPAAGBAU1
DCPAAGDISMDI

TAT
 Promo is not valid due to not meeting terms and conditiions.

Automatic. No need to log concern.

Within Business Day

Once text is received.

 Scenario

Client asks if he/she is qualified for the Lazada P5K Welcome Gift
Promo.

Promo:
MC Lazada P5K Lazada Credits Welcome Gift Promo

Promo Period:
December 31, 2022 - June 30, 2023
(DTI Fair Trade Permit No. FTEB-145787 Series of 2022)
July 1, 2023 - December 31, 2023
(DTI Fair Trade Permit No. FTEB-170698 Series of 2023)

Promo Page:
https://www.unionbankph.com/cards/credit-card/discounts-and-
promos/Welcome%20Gift/?category=312&id=2545

Client asks about his/her uncredited points transfer from UB Online

App to Lazada Wallet.
Client asks if he/she is qualified for the MC Plat/Gold P5K Cashback
Welcome Gift Promo.

Promo:
MC Plat/Gold P5K Cashback Welcome Gift Promo

Promo Period:
July 1, 2022 - March 2, 2023
(DTI Fair Trade Permit No. FTEB-143656 Series of 2022)
March 3, 2023 - July 31, 2023
(DTI Fair Trade Permit No. FTEB-162150 Series of 2023)

Promo Page:
https://www.unionbankph.com/cards/credit-card/discounts-and-
promos/Welcome%20Gift/?category=312&id=2491

For Unusual Process requiring PM Approval

 Definition

A client contacts customer support to ask

why they did not get credited with the
P5K Lazada Credits.

A client contacts customer support to ask

why their points transferred from their
UBO account to their Lazada Wallet has
not been reflected.
A client contacts customer support to ask
why they did not get credited with the
P5K Cashback.

A client contacts CESG for unusual cases

related to Lazada Cards or MC Platinum
and MC Gold Cards
 Process (CESG Officer)

1. Check the list of qualified bases for the month:

a.) If client is in the qualified base list, he/she has already been credited with the P5K credits.
b.) If client insists that they have not been awarded the 5K Lazada credits, double check if the 5K points have been credited by going t
c.) If client is in the qualified base list but did NOT receive the P5K credits, please raise concern with PMs

2. If client is NOT in qualified base list, check customer eligibility:

a.) Did the client meet the minimum spend requirement of P40,000 within 60 days of card approval? (As of now, we are also still cons
the 60-day limit)
b.) If not, client is not qualified. If yes, when did the client meet the P40K spend?
- If the min. spend requirement was met within the month of inquiry (e.g. July), the welcome gift will be awarded on or before
- If the min spend requirement was met in a previous month: Check TSYS Prime/Rewards Account to see if the P5,000 Lazada
i. If yes: Advise the customer
ii. If no: escalate to PMs

IMPORTANT EXCLUSIONS
i. Installments - on purchases made with installments, please remind the client that only the MONTHLY BILLED AMOUNT reflected o
spend.
ii. Transactions not classifed as a valid retail spend - Calculating the client's spend based on the SOAs found on TSYS can be misleadi
valid retail spend under the promo. Please remember to remove the following transactions when calculating for the P40K min spe
Bill Manager, Balance Transfer/s, Call for Cash, transactions converted to Retail Conversion Installment Plan, non-personal tran
charges.

REMINDER
*Most of the complaints coming from customers claiming that they met the min spend requirement but were not awarded with the P5000
(since they can become expensive). Below is an example of this. Any transactions that fund the CH’s own account as well as other people’s
a qualified spend. Other examples of this are transactions from Skrill.com, GrabPay, PayPal, etc.

1. Please check if client's account details in Lazada and UB Online are the same. If not, credits will not be reflected. Please advise client to
on their Lazada Wallets.

2. If customer's account details in UBO and Lazada match but client still did not receive their transferred credits, please escalate to PMs
1. Check the list of qualified bases for the month:
a.) If client is in the qualified base list, he/she has already been credited with the P5K cashback.
b.) If client insists that they have not been awarded the 5K Lazada credits, double check if the 5K cashback has been credited by going
c.) If client is in the qualified base list but did NOT receive the P5K cashback, please raise concern with PMs
2. If client is NOT in qualified base list, check customer eligibility:
a.) Is the client NTB? If client is NOT NTB, he/she does NOT qualify.
- A new-to-bank applicant is defined as an individual who does not have any existing principal UnionBank Credit Card/s within th
a.) Did the client meet the minimum spend requirement of P40,000 within 60 days of card approval? (As of now, we are also still cons
the 60-day limit)
b.) If not, client is not qualified. If yes, when did the client meet the P40K spend?
- If the min. spend requirement was met within the month of inquiry (e.g. July), the welcome gift will be awarded on or before
- If the min spend requirement was met in a previous month: Check TSYS Prime/Rewards Account to see if the P5,000 Cashba
i. If yes: Advise the customer
ii. If no: escalate to PMs

IMPORTANT EXCLUSIONS
i. Installments - on purchases made with installments, please remind the client that only the MONTHLY BILLED AMOUNT reflected o
spend.
ii. Transactions not classifed as a valid retail spend - Calculating the client's spend based on the SOAs found on TSYS can be misleadi
valid retail spend under the promo. Please remember to remove the following transactions when calculating for the P40K min spe
Bill Manager, Balance Transfer/s, Call for Cash, transactions converted to Retail Conversion Installment Plan, non-personal tran
charges.

REMINDER
*Most of the complaints coming from customers claiming that they met the min spend requirement but were not awarded with the P5000
(since they can become expensive). Below is an example of this. Any transactions that fund the CH’s own account as well as other people’s
a qualified spend. Other examples of this are transactions from Skrill.com, GrabPay, PayPal, etc.

1. Pls ensure that account was checked/investigated first before escalating to PM.
2. Kindly log this case to Sharepoint FFL 2023. If no access, kindly email jemariaca@unionbankph.com for access.
3. Expect 3-5 BD to be given resolution/next steps via Sharepoint from respective PMs.
 TAT (Turnaround Time)

Please quick kill this if possible,

only escalate to PM if the criteria
are not met.

If escalated to PMs, please

expect TAT to be around 3-5
banking days from date of
Sharepoint log.

Please quick kill this if possible,

only escalate to PM if the criteria
are not met.

If escalated to PMs, please

expect TAT to be around 3-5
banking days from date of
Sharepoint log.
Please quick kill this if possible,
only escalate to PM if the criteria
are not met.

If escalated to PMs, please

expect TAT to be around 3-5
banking days from date of
Sharepoint log.

If escalated to PMs, please

expect TAT to be around 3-5
banking days from date of
Sharepoint log.
The table below shows codes of transactions that are NOT qualified as valid retail
spends under the conditions of the promo:
 Scenario Definition

Client complains about: Pay Bills Promo

Summer Treats
Client complains about:
Dine&Fly

Client complains about: Corporate FFL

The Travel Club 5K

Client complains about:
Cebu Pacific "Win Up to 75,000 Points"
 Process (CESG Officer)

Kindly refer to hataguibao@unionbankph.com for checking

Kindly refer to fimlareza@unionbankph.com for checking

Kindly refer to kavives@unionbankph.com for checking

Kindly refer to gmgsilvestre@unionbankph.com for checking

 TAT (Turnaround Time)

2BD from date of Sharepoint log.

2BD from date of Sharepoint log.

2BD from date of Sharepoint log.

2BD from date of Sharepoint log.