National Telecommunications Commission

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    Date: 2023-02-07 10:54:38.920736


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    Date: 2023-02-07 17:03:32.742344

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Formal Complaint against Gcash

Requested from NTC by J. Sanchez at 10:54 AM on Feb 07, 2023.
Purpose: Complaint against Gcash
Date of Coverage: 02/03/2023 - 02/03/2023
Tracking no: #NTC-111971463161

Sanchez 10:54 AM, Feb 07, 2023

Hi, I have sent money to a wrong receiver via Gcash but Gcash is refusing to reverse the transaction. It's only one-digit error and the money cannot be withdrawn by the wrong receiver because of the inability to access the account.
I submitted a ticket #66877507 but they keep on closing it without proper resolution.
According to their policy, transaction can be reversed if it's a single digit error and the money has not been used or withdrawn yet, which is my case. I cannot contact their hotline and the agent is refusing to escalate my case to a manager.

February 7, 2023

Dear Mr Julius,


Thank you for your request dated Feb 07, 2023 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for Formal Complaint against 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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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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