Miraflor 10:05 AM, Nov 06, 2023
Hi I would like to request help in reaching out to GCASH. Last October 22 I reported my phone lost for them to deactivate my account temporarily. Unfortunately as soon as I got my updated phone number I reached out to them to process an account recovery but it's not allowing me. It's been 17 days that I am trying to recover my account and doing back n forth just to resolve this issue. I sent proof that their system is not allowing me to do so. I asked for their customer hotline but I still received their automated response. I need urgent assistance because I need to access my money.
Daquioag 06:54 PM, Nov 14, 2023
November 14, 2023
Dear Citizen,
Greetings!
Thank you for your request dated Nov 06, 2023 10:05:34 AM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.
Your Request
You asked for Unable to Recover my Gcash account.
Response to 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 suggest that you visit personally the Gcash center also.
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 Daquioag
FOI Officer
