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Date: March 31, 2020, 3:16 p.m.

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Date: 2020-06-03 14:06:16.000000

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Date: 2020-06-05 05:05:28.000000

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Complaint against GCASH for Bank Transfer Transaction

Published by National Telecommunications Commission(NTC) on March 31, 2020.
Requested from NTC by F. Anfone at 03:16 PM on March 31, 2020.
Purpose: Complaint against GCASH for Bank Transfer
Date of Coverage: 03/27/2020 - 03/31/2020
Tracking no: #NTC-732667016337

F.ANFONE March 31, 2020, 3:16 p.m.

I am request for your assistance on my GCASH bank transfer to my Maybank checking account for P1300 last March 27, 2020 which has not reflected in my checking account until now but has been taken out of my gcash account already. I have called customer service several times and been on hold for hours without getting any help from their rude employees. The check is dated April 1, 2020 and the amount is still not in my account until today March 31, 2020 which will go against me if the check will bounce. We are under Enhanced Community quarantine and it is hard for us to just go to the bank.

D.DAQUIOAG June 3, 2020, 2:06 p.m.

June 3, 2020 Dear fritzie may, Thank you for your request dated Mar 31, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Complaint against GCASH for Bank Transfer Transaction. Please be informed that there was a suspension in processing all FOI request from the general public due to the pandemic situation which caused delay of accepting your request. Hence, we accepted your request on June 3, 2020 and will respond on or before June 24, 2020 02:05 PM, in accordance with the Executive Order's implementing rules and regulations. Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://pcoomaster06292017150000-dot-efoi-ph.appspot.com/requests/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy03MzI2NjcwMTYzMzcM, for request with ticket number #NTC-732667016337. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS June 5, 2020, 5:05 a.m.

June 5, 2020 Dear Fritzie May Anfone, Greetings! Thank you for your request dated Mar 31, 2020 03:16:46 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.We accepted your request June 3,2020. We apologized for the delay of our response. Unfortunately, it is taking longer than expected to deal with your request due to the current situation that the world is facing. There was a directive on the suspension of processing of all pending and new request from the general public. Your Request You asked for Complaint against GCASH for Bank Transfer Transaction. Response to Request: In reference to the above request , may we refer you to visit/contact our Consumer Welfare and Protection Division (CWPD) for the Complaint on Services provided by Public Telecommunication Entities and other Service Provider regulated by the Commission. You may send your formal written complaint to the CWPD thru: [email protected] or call at 8- 9213251 & 8-9267722. I enclosed a copy of the requirements . 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 [email protected] 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). Thank you. Respectfully, Deputy Commissioner Edgardo Cabarios FOI Decision Maker

Attachments:

Customer Complaint.pdf

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