National Telecommunications Commission

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    Date: 2023-10-19 18:43:29.476854

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    Date: 2023-10-21 11:44:54.569278

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Complaint against GCash.

Requested from NTC by A. Aganon at 06:43 PM on Oct 19, 2023.
Purpose: Complaint
Date of Coverage: 10/13/2023 - 10/19/2023
Tracking no: #NTC-401928152235

Aganon 06:43 PM, Oct 19, 2023 

Hi, 

I would like seek to assistance with regards to my issue with Gcash. Fund has been incorrectly transferred to my old gcash number and I've been requesting for the funds to be transferred to my active gcash account. I've been dealing with them for more than a week but I'm not getting any update from them since. I kept on calling their hotline everyday & agents always say that they'll do a followup on their escalation team & setting expectations that fund will be transferred within the day, but not getting any update after. I badly need the money so please help 

Thanks,

Ahira


October 21, 2023

Dear Citizen,

Greetings!

Thank you for your request dated Oct 19, 2023 06:43:29 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for Complaint against GCash..

Response to your request

While our goal is to provide information whenever possible, in this instance, and based on the evaluation of your request, please be reminded that G-Cash is not an NTC regulated service rather a Bangko Sentral ng Pilipinas (BSP) regulated mobile money service that lets consumer/s buy load, purchase items, send and receive money, pay bills, and more using Globe, TM, or any other network.

For faster assistance, you may email directly GCash Customer Care at support@gcash.com or call GCash 24x7 Hotline at 2882 from your Globe or TM mobile phone, or 02-2139999 using a landline.

However, we advise that you visit personally the Gcash center.

You may also visit help.gcash.com.

Your right to request a review:

If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to:

THE HON. COMMISSIONER
NTC Bldg., East Triangle, Diliman, Quezon City

Your review request should explain why you are dissatisfied with this response, and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request.

If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011).

Thank you.

Respectfully,

DIVINA N. DAQUIOAG
FOI Officer

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