National Telecommunications Commission

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    Date: 2023-02-04 14:02:21.088124


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    Date: 2023-02-07 10:06:43.896668

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Formal complaint with Gcash

Requested from NTC by M. Lendzian at 02:02 PM on Feb 04, 2023.
Purpose: To get my refund
Date of Coverage: 10/09/2022 - 02/04/2023
Tracking no: #NTC-796578133866

Lendzian 02:02 PM, Feb 04, 2023

I’ts been 4months and 2weeks of waiting for my refund, but up to now, I haven’t get the refund., I made a transaction and I was deducted 2x the amount of what I should pay due to their system error.they told me that refund process will take 2-3months, despite of their error., what Gcash did after 3months they close the ticket report and tagged “issue solved”. I keep on sending them follow ups, I even communicate with the 3rd party involved in this transaction which is ECPAY, they provided me references that they already transferred back to GCash,. But no action from Gcash.

February 7, 2023

Dear Ms May Ann Lendzian,


Thank you for your request dated Feb 04, 2023 02:02:21 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You request for Formal complaint with Gcash.

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 or call GCash 24x7 Hotline at 2882 from your Globe or TM mobile phone, or 02-2139999 using a landline.

You may also visit

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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:

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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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