National Telecommunications Commission

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    Date: 2022-10-20 23:15:23.373143

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    Date: 2022-10-24 12:30:21.965916

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G-cash hacking problem, g-cash not wanting to reimburse the funds to customer.

Requested from NTC by R. Cenizal at 11:15 PM on Oct 20, 2022.
Purpose: To return the funds that was hacked in our g-cash account. As per the customer protect of g-cash.
Date of Coverage: 10/15/2022 - 10/15/2022
Tracking no: #NTC-060861223758

Cenizal 11:15 PM, Oct 20, 2022 

Hi I would like to report a hacking incident last Oct 15, 2022. My G-cash account was hacked and all my funds were gone, g-cash have a customer protect up to 100k pesos for unauthorized transaction such as this. But they are unwilling to return the funds that was hacked. I want to file a complaint to g-cash because they are not honoring the customer protect program that they post in their website. This incident is not an isolated case as there are so many victims of this hacking, when we went to police station to request a police report, we found out that many experienced the same thing.


October 24, 2022

Dear Ms. Cenizal,

Greetings!

Thank you for your request dated Oct 20, 2022 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for assistance regarding the encountered G-cash hacking problem., 
Response to your request

While our aim is to provide information whenever possible, in this instance 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.

You may also visit help.gcash.com.


For further assistance you may review the FAQ section of the eFOI site: https://www.foi.gov.ph/help.

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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 yours,

Divina Daquioag
FOI Officer

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