National Telecommunications Commission(NTC)

My sister's account was hacked and the hacker used the fb account to ask for money to different people. They were using this non verified Gcash number 09288613168. Many of my relatives was already sent money ranging from 1k to 5k each person. We are hoping to get our money back and to find the hacker behind this scam.

October 21, 2023

Dear Citizen,,

Greetings!

Thank you for your request dated Oct 20, 2023 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Response to your request:

As per the evaluation in your request, this office finds that it is considered a consumer complaint frontline service transaction and not an FOI request. 

Response to Request:

While our goal is to provide information whenever possible, in this instance, and based on the evaluation of your request, 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 [email protected] or call GCash 24x7 Hotline at 2882 from your Globe or TM mobile phone, or 02-2139999 using a landline.
However, we suggest that you visit personally the Gcash center also.

You may also visit help.gcash.com.

You may also wish to take note of the following guidelines or reminders in case you encounter other issues below :

1.	Do not disclose the IMEI Number of your lost/stolen cellphone unit and SIM Number in this portal but you may submit it directly to the concerned Cellular Mobile Telephone Service (CMTS) provider and to the nearest NTC Office to request it for blocking to all CMTS providers. To check the NTC Regional Offices address, you may visit the website at www.ntc.gov.ph;
2.	Further, for the NTC, to accept your request for blocking of lost/stolen cellphone unit, you bring personally the following requirements:

a.	   Duly accomplished and notarized AFFIDAVIT OF OWNERSHIP AND LOSS WITH UNDERTAKING        
b.	   [Form No. NTC 1-24] download at www.ntc.gov.ph
c.	   Note: The Affidavit of Loss must indicate the IMEI of the mobile phone and/or the SIM to be blocked.
d.	   Proof of Ownership, ANY of the following:
	    d.1.  Copy of Official Receipt of the mobile phone
	    d.2.  Box of the mobile phone with International Mobile Equipment 
          Identity (IMEI)
e.	 Copy of valid Identification
e.1 Any government-issued ID or Passport
e..2 For students, school ID
e..3 For cases when ID is not available, Birth Certificate OR NBI 
        Clearance
f.	Supporting Documents for Representative(s)
   f.1  Authorization letter duly signed by the applicant and valid ID of the authorized representative.

3.	For complaints on text scams and illegal/threatening messages you may visit the website at www.ntc.gov.ph to lodge your complaint;
4.	For complaints and concerns related to SIM registration, you may contact NTC's 24/7 consumer hotline 1682 or DICT's complaint center hotline 1326 for that matter; or you may report directly your lost registered SIM numbers to the concerned CMTS provider for appropriate action;
5.	Also for a complaint regarding poor services of TELCOs, Radio/TV broadcast/ Cable station services, and unfair billing statements, wherein after fifteen(15) working days you that you filed your complaint to the concerned company and no action was taken to your complaint, you may also report it to the contact details below or to the nearest NTC Regional Office.

	Consumer Welfare and Protection Division (CWPD)
	National Telecommunications Commission, 
	BIR Road East Triangle, Diliman, Quezon City. 
	Telephone Number:  02-89213251: 02-89267722: 02-89204464
	Email address: [email protected]

For your convenience and further details, you may first call the above telephone numbers, available from Monday-Friday 8:00 AM-5:00 PM. 

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:

The 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 receiving 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).

To help us improve our services,  we would also encourage you to copy the link below and open it to your URL or address locator for you to access and answer the Feedback Survey to know how we assisted/served you.

https://forms.gle/X94UR3zqsJjMQvTPA

Thank you.

Respectfully yours,

DIVINA N. DAQUIOAG
FOI Officer