Payments had started, but the promised certificate, restructuring contract and account closure were still missing

One borrower entered payment arrangements in January 2026 involving a UnionBank personal loan and two credit cards. For one card with a reported ₱15,000 credit limit, the borrower says a ₱7,000 amount was agreed. The expectation was that the card would close after payment and that a certificate would arrive by the end of January. By late May, the certificate had not arrived. The borrower also said the card still appeared active, with the ₱7,000 payment subtracted instead of the account showing the expected closure. The arrangement had been discussed by phone, leaving the borrower without a complete written record of the agreed outcome. A different collection agency later sent threatening messages about missed payments on the personal loan and another card. The borrower replied with screenshots of the earlier communication and GCash payment records. The communication record was incomplete, but the borrower says the newer agency stopped replying after receiving those materials. The same borrower described a separate Security Bank card arrangement that began in February. This time, the borrower kept communication by email and continued making payments. As the fourth payment date approached, however, no restructuring contract or acknowledgement of the first payment had arrived. Because the monthly amount was close to the old minimum payment, the borrower could not tell from the available records whether the account was actually under restructuring. These are one borrower's reported account states, not confirmation from either institution. A payment posting, a verbal agreement, a written contract, an account closure and a settlement certificate are separate checkpoints. The source does not establish how the banks internally classified the payments or what happened after the May update. Where the story stood Payments had started on both arrangements, but the written evidence had not caught up. One card still appeared active without the promised certificate, and the second bank's restructuring contract and payment acknowledgement were still missing.