National Telecommunications Commission

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    Date: 2022-08-27 13:11:27.554298

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Gcash Failure to Provide Working Pin and Corrective Action for It

Requested from NTC by R. Arbis at 01:11 PM on Aug 27, 2022.
Purpose: Consumer Rights
Date of Coverage: 08/04/2022 - 08/27/2022
Tracking no: #NTC-042449107146

Arbis 01:11 PM, Aug 27, 2022 

Hello. I have been getting no help from Globe after buying a load from Gcash. I keep telling them that the provided PIN they gave me doesn’t work. I asked for help or refund, and they kept ignoring me. They also mentioned that as long as transaction is successful, they are unrefundable. But I gave them everything they asked for to prove that their code doesn’t work, but they still insisted on just closing my support ticket.

Reference number of transaction in Gcash: 358441632


August 30, 2022

Dear Rafhael Danniel Arbis,

Greetings!

Thank you for your request dated Aug 27, 2022 01:11:27 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for Gcash Failure to Provide Working Pin and Corrective Action for It.

Response to your request

Please be reminded that GCash 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.

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:

GAMALIEL A. CORDOBA
Commissioner
commissioner@ntc.gov.ph
National Telecommunications Commission
BIR Road 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).

Lastly, we would like to invite you to click the link below and answer a few questions on the Feedback Survey Form” to let us know how we served or assisted you in your eFOI request.

https://forms.gle/X94UR3zqsJjMQvTPA

Thank you.

Respectfully yours,

Divina Daquioag
FOI Receiving Officer

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