Department of Finance

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    Date: 2023-12-23 15:27:17.130353

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    Date: 2023-12-27 07:15:27.435045

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Gcash unresolved transaction

Requested from DOF by J. Arevalo at 03:27 PM on Dec 23, 2023.
Purpose: To file a formal complaint against Gcash, for not resolving my concern and not giving my money back.
Date of Coverage: 12/05/2023 - 12/23/2023
Tracking no: #DOF-732313328670

Arevalo 03:27 PM, Dec 23, 2023 

Hi I would like to know where I should file a complaint for GCash to provide immediate action regarding my concern?

This is due to GCash itself is unresponsive of our raised concern, we’ve been making daily follow ups and no response received for a long time. I have withdrew using their Gcash card thru a BDO ATM and the machine did not dispense the money that I should get, but the Gcash itself deducted the amount to my account. It happens last Dec. 5, 2023 and until now they're not giving my money back. Gcash doesn't have a live customer support hotline they only provide a BOT.

Thank you


December 27, 2023

Dear John Paul,

Greetings!

Thank you for your request dated Dec 23, 2023 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for Gcash unresolved transaction.

Response to your request

While our aim is to provide information whenever possible, in this instance this Office does not have the information you have requested. However, you may wish to contact the Department of Trade and Industry at telephone number 09178343330 or email them at ask@dti.gov.ph, or resubmit your request addressed to the correct agency on the eFOI portal at www.foi.gov.ph.

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

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 Director Angelica I. Sarmiento through her email address: asarmiento@dof.gov.ph.  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).

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