The Entrego and Unionbank Experience

I got a new credit card from Unionbank recently last December. On the same month, it was delivered to Entrego. If you want to know what to expect, just ask Reddit or Facebook. This guy has a good story about them (Part 2) (Ignore the comments if you will - there are many toxic people there).

NOTE: If you are seeing this note, it means this issue still isn't resolved. I will update it as it goes.

Part 1: Introduction

This was during the holidays so I wasn't really expecting any courier to deliver on time. Thus, I didn't put my hopes up. It never got delivered during the holidays but again, I wasn't really expecting much.

This is where the fun starts. The first delivery was attempted in January on a Saturday. I wasn't expecting it to be delivered and just like that, it wasn't delivered.

But I told myself: It was a weekend. Maybe I'll have luck on Monday.

Monday did come and there was an attempt that apparently failed. Right then and there I reached out to support. They told me something generic:

Hi David,

Good day!

Thank you for reaching out to ENTREGO! I am sorry to hear that your package was not delivered under tracking ID XXXXXXX. Allow me to assist you.

I do apologize for the inconvenience that has caused you about the delivery. We will coordinate this to the assigned hub to reattempt the delivery. ​ ​Regarding to your concern about a phone call or text upon delivery, apologies we regret that our rider will not be able to contact you because of the data privacy agreement with the bank.

Okay. I immediately messaged that they can contact me. No one replied and the next day I was told that the package was going to go back to Unionbank. This immediately made me furious.

Part 2: Contacting Support - Again and Again

Once they told me it was to be returned, I became furious. I went and emailed them - CCing both DTI and DICT:

Good day Entrego,

As shown on the image, my package has reached its max delivery attempts despite no rider appearing. I have been in the office, and no one contacted me (neither the rider, nor our company's front desk). I would like to ask what can be done about this since the package is a credit card and I don't want anything unwanted to happen to it.

Should the rider need my number, I give my consent for them to call me.

It's true: I asked my company's guards if there was any package from Entrego. They said there was none. So I knew there was no attempt at all to deliver.

What makes me more mad is their reply:

Hi David Lozano,

I hope this message finds you well. It saddens me to inform you that your package XXXXXXXX is no longer be available to be redelivered since it was already transferred and processed for being returned to your bank. I know how it feels to receive this message because I experienced it too. We did our best effort and already sent multiple requests to our assigned hub to have it be redelivered if possible. As a possible option, kindly reach your bank for more information and to schedule a new shipment. For future reference, you can also track your package by easily clicking this link https://track.entrego.org/search.

If there's anything else that we can do to extend our assistance, please let us know so we can assist you further.

Look, if you're a customer support agent - this is a textbook case on how not to handle things. Blaming someone else is just food to make the person feel like you do not care - which I felt here. Adding the "I also experienced it too" made it seem like "I experienced it so you should too". The message wasn't empathetic - it was dismissive.

Why did I say dismissive? Because a separate email told me the ticket was closed. Did they reply to me properly? Nope. Even with the DTI and DICT CC-ed.

Part 3: Contacting Unionbank

I decided to contact Unionbank - something I also dread because it takes 40 minutes on average to get to a customer service officer. It took 48 minutes to get to a CS and to her credit, she was very helpful. She escalated the issue and allowed her to let the courier call me.

However, I did learn something: When Entrego said it is "Return to Sender", it means "Return to Warehouse". It doesn't mean it's going to Unionbank - it means it's going to their Warehouse until I escalate it (probably).

Meanwhile, they still did not deliver the next day.

But obviously, it does not stop there: I contacted Unionbank basically everyday - and they gave me conflicting stories. First, it was going back to Unionbank and the first CS was wrong. Second, I'd have to wait until they receive it before it gets redelivered.

Oh. Okay Unionbank. Thanks for the help I guess.

Part 4: The Rest

I have scoured multiple forums, facebook pages, etc. on what to do. I came across a post to post on this FB page. I did but no one responded - but luckily, there was someone I can apparently contact on Facebook who can help. They were not very helpful. However, given that I was contacting a stranger, I did not think about it too much.

I considered going to the Warehouse in my local city only to find out it closed down. Without the new address, I cannot do this even if I wanted to so bad.

So I resorted to emails. Lots of them.

Did they help? Nope. I coordinated with both Unionbank and Entrego - none of them can even answer a basic question: "Where is my package?" I want to know because is it lost? Is it already with the bank? Is it just sitting in the Warehouse? But no - they have to be unhelpful on purpose I guess.

I felt hopeless because no one was helping me. My bank was doing nothing. I contemplated many times to cancel the card - I didn't for a few personal reasons. One of them is that it is a No Annual Fee card. Yes - I really want one but I will dissuade anyone from trying Unionbank as their bank. Get another bank - there are other banks that will likely treat this issue better and offers a card you want.

Anyways, I called again 21 days after I was approved - and requested for redelivery to a branch. It has been 8 days since I got a last update from Entrego. Kudos to that CS - because I felt like he was helping me. In all honesty, only that CS and the first CS was of any help. The rest did nothing.

So now comes the waiting game - again.

Part 5: Requesting for Delivery to a Bank Branch

So I called CS again and requested for delivery to a bank branch. The CS allowed me that option. At this point, I don't have any hope of the card actually being delivered properly.

And no - the BSP was not of any help nor was the DTI. Just in case you thought it would make a huge difference.

Part 6: After the Fact

A few days after requesting delivery to the bank branch, Unionbank destroyed the card held by Entrego and this time it will be handled by Go21. I didn't expect too much from Unionbank's customer service though.

After a week of "Stat 44: Held at Cage", I decided to contact Go21 and Unionbank. I actually called Air21 but apparently they are not tied up anymore to Go21 so if you need to call Go21, you need to make sure to call Go21.

After a few attempts of trying, I finally got to a person. There I realized Unionbank's CS is truly horrible. Remember how I requested delivery to the bank branch? Remember how I requested that my number be given to the driver?

Yeah none of that happened. The reason it is held at cage until then is because the driver had no way to contact me.

I gave the CS permission to give my number and then two business days after, it was finally delivered. I called Unionbank the next day to immediately update my email.

You see, I really was bothered by the fact that Unionbank decided to send my transaction and electronic statements to my WORK email simply because I wanted them to deliver to my workplace. They also told me I cannot do this until my physical card has been activated.

So once my physical was activated AND locked immediately, I called them. They told me it will take 3 business days to do so. Given the state of their CS, I don't believe this.

Anyways, I will not be using this card until then. I don't care how good the benefits are - this was a horrible first time experience.

Overall, based from my experience with Entrego and other couriers, I can say they are definitely the worst. There's absolutely no excuse for this experience for a logistics company. However, I must still admit it isn't all their fault - just 80% of it.

Unionbank was at fault for the other 20%. 1% for choosing them and 19% for not doing enough. I've been calling them everyday and their CS was doing almost nothing to help. No - they were doing NOTHING. Imagine me requesting through email and phone repeatedly YET they did not do anything.

Also Unionbank: you shouldn't require a person to receive the credit card to update the email address that receives transaction updates. When I requested my card to be delivered to my company's address, that did not give you a right to send all my transaction emails there. If you are concerned about security (and you rightfully are), just let us do it in your app.

If you're asking for bank recommendations, get BPI as a traditional bank as they are actually great in my experience (despite the arguable fact that their services downgraded a bit last year). And there are a myriad of digital banks that also offer great banking experiences (I'm using GoTyme).

Right now, I'm not expecting anything from both companies. So if you wanted a Unionbank credit card, don't expect to get it for at least two months - as that's what my coworker has experienced from them.

In my case, it was 62 days (40 banking days). Unionbank is a bank with horrible customer service. This should NOT have happened and it is sad that the BSP did nothing to help.