National Telecommunications Commission

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    Date: 2024-01-30 11:44:21.179933

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Complaint against GCash: GCash Registered account but inactive Mobile number

Requested from NTC by C. Raganas at 11:44 AM on Jan 30, 2024.
Purpose: Need to address this issue as it seems legally incorrect
Date of Coverage: 01/28/2024 - 01/30/2024
Tracking no: #NTC-863665138920

Raganas 11:44 AM, Jan 30, 2024 

Hi! I need to file a complaint against GCash for accepting account registration of an incorrect/inactive mobile number. They keep telling me to reach out to the incorrect recipient number of my transfer but the problem is that we already tried calling and texting that number many times but whenever we call, globe network prompts it is an incorrect number. And that’s a question I wanted to raise how come an incorrect number gets GCash registered?


January 31, 2024

Dear Citizen,

Greetings!

Thank you for your request dated Jan 30, 2024 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for Complaint against GCash: GCash Registered account but inactive Mobile number.

While our aim is to provide information whenever feasible, but with your concern, 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  also suggest that you visit personally the Gcash center or 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 BIR Road, East Triangle, Diliman, Q.C.

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 Daquioag
FOI Officer

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