Have you learnt which you could report banks and e-wallets that aren’t responding to your issues to the Bangko Sentral ng Pilipinas (BSP)? Due to the BSP Shopper Help Mechanism (BSP CAM), you possibly can file a criticism in opposition to an erring or unresponsive financial institution or cellular pockets to expedite the decision of your points and issues with the stated establishment.
On-line banking and cellular pockets apps are quick gaining recognition amongst many Filipinos preferring their ease and comfort in distinction with over-the-counter banking and conventional cash remittance providers. That stated, the rise in on-line banking transactions has additionally resulted in a rising variety of complaints from clients. Some clients have complained about their cash not arriving on the meant vacation spot, whereas others are involved about delays and failures in processing transactions.
Typically, these points and issues might be resolved by calling or emailing the financial institution or e-wallet in query. Nevertheless, there are occasions when the financial institution or e-wallet doesn’t reply to your queries or is uncooperative and unhelpful concerning your issues. That may be fairly irritating particularly if the transaction includes a hefty sum of cash which you could’t afford to lose.
Thankfully, there’s a solution to make a financial institution reply to your issues in case they by no means answered or took too lengthy to answer. What you are able to do is to report the erring financial institution or e-wallet to the Bangko Sentral ng Pilipinas (BSP) by e mail, chat, phone and postal mail. The BSP will then ship a duplicate of your criticism to the financial institution with a request to handle your concern inside a specified timeframe.
All banks and cellular wallets within the Philippines are supervised and controlled by the BSP and are thought-about as BSP-Supervised Monetary Establishments (BSFI). BSFIs embrace banks, non-banks with quasi-banking features, pawnshops, e-money issuers, remittance brokers, international alternate sellers, cash changers, cash service companies and digital foreign money exchanges.
When to File a Grievance with the BSP
Submitting a criticism with the BSP is the simplest solution to strain a financial institution, e-wallet or monetary establishment to answer and attend to your issues. For instance, if GCash has not been answering to your criticism about your failed transaction, you possibly can report them to the BSP, who in flip will inform GCash to reply to your criticism inside the time frame given by the BSP.
In accordance with the BSP, it’s best to solely file a criticism in opposition to a BSP-Supervised Monetary Establishment (BSFI) in case your issues are unresolved after lodging a proper criticism with the BSFI. The next are the steps concerned when reporting a BSFI to the BSP:
- Contact the supervisor or the suitable officer of the BSFI. Point out your issues and lodge a proper criticism with the BSFI.
- Put your criticism in writing in order that the BSFI administration can attend to your concern in a well timed method. Embrace your identify, date and signature in your written criticism. Make a copy of your criticism for reference.
- In case your issues stay unresolved regardless of lodging a criticism with the BSFI, you possibly can file a criticism with the BSP through e mail, postal mail, fax, phone or chat. You can too go to the BSP Manila workplace or a BSP regional workplace.
- Upon receipt of your criticism, the BSP will contact you by telephone or in writing for any extra info or actions to take.
- The BSP will ship a duplicate of your criticism to the BSFI administration, together with a request to handle your issues inside the given timeframe.
- The BSFI ought to instantly contact you by telephone or in writing concerning your issues. A replica have to be furnished to the BSP clarifying their actions.
- In the event you’re nonetheless unhappy with the response or motion of the BSFI, give your suggestions to the BSP in order that they’ll help you additional.
The entire processing time is 10 banking days upon receipt of your criticism with the whole supporting paperwork.
Take notice that the BSP is not going to deal with the next complaints:
- Disputes over insurance policies and procedures of BSFIs, akin to administrative insurance policies and labor points, that don’t violate BSP rules or banking legal guidelines
- Issues involving establishments not supervised by the BSP, akin to cooperatives, insurance coverage corporations, lending traders and microfinance non-government organizations (NGOs). BSP will ahead these complaints to the related authorities companies and regulators
- Circumstances at present pending with any courtroom or quasi-judicial physique
Find out how to File a Grievance with the BSP
There are a number of methods to file a criticism with the BSP concerning an unresponsive financial institution: chat, SMS, e mail, phone, fax and postal mail.
Through Chatbot on the BSP Fb Web page
With the BSP On-line Buddy (BOB) chatbot, you possibly can simply and conveniently report an unresponsive financial institution or e-wallet. BOB is a bilingual chatbot (English and Tagalog) that means that you can file a criticism with the BSP on their Fb web page.
To file a criticism with the BSP by means of the BOB chatbot, simply go to the BSP Fb web page and click on “Ship Message.” Click on “Get Began” and choose “New Grievance.” From there, reply the questions and describe your criticism in a single or two sentences together with the identify and department of the establishment concerned. Additionally, you will have to supply your private info akin to full identify, house deal with, telephone quantity and e mail deal with.
After BOB receives and confirms your criticism, you can be assigned a novel Case Reference Quantity. Use this quantity to maintain observe of the standing of your criticism throughout all BSP shopper help channels (chat, e mail, phone, fax and postal mail).
Through Chatbot on the BSP Web site
The Bangko Sentral ng Pilipinas web site additionally has a chatbot the place you possibly can ask for assist along with your complaints. The BSP web site chatbot works identical to the Fb chatbot, whereby you possibly can submit a criticism and you can be given a Case Reference Quantity to maintain observe of your criticism anytime.
To begin utilizing the BOB chatbot, simply go to the BSP web site in your internet browser and click on the chat icon on the lower-right nook. Click on “Begin Chat” after which choose “New Grievance.” After that, write your criticism in a single or two sentences and supply your private particulars akin to identify, deal with, telephone quantity and e mail.
Use the web site chatbot if you happen to don’t have a Fb account or if you happen to’re not comfy with utilizing Fb Messenger to speak with the BSP.
Through Textual content Message
The BSP additionally accepts complaints through textual content message. To file a criticism through SMS, ship the small print of your concern to 21582277.
In the mean time, the Speak-to-BSP SMS service is barely out there to Globe subscribers. Knowledge and SMS expenses might apply.
Through Electronic mail
Other than the BOB chatbot, you possibly can e mail your criticism to the BSP. Electronic mail is preferable to different shopper help channels in case you have paperwork to help your criticism, which can significantly enhance the probabilities of a profitable decision.
You’ll be able to file a criticism through e mail by submitting a duly completed Complaints, Inquiries and Requests (CIR) Type which you’ll be able to obtain right here. After filling out the CIR Type, connect it to your e mail and ship it to [email protected]. When you’ve got paperwork to help your criticism, you possibly can connect them to your e mail as properly.
You can too use the CIR Type to make follow-ups or to report subsequent points on the complaints you filed in opposition to a BSFI.
In the event you can’t or don’t need to use the CIR Type, it’s possible you’ll write an e mail to [email protected] and embrace the next:
- Copy of the criticism acquired by the BSFI, together with the BSFI’s reply, if any
- Copies of paperwork that help your criticism (non-obligatory)
- Typed or printed abstract of your criticism with:
- Declaration stating that you simply don’t have entry to BOB, or that you simply choose submitting your criticism through e mail
- Description of your concern
- The decision you’re requesting (e.g. “I want to request a refund”)
- Phone/cellular quantity and e mail deal with
Please don’t embrace any confidential info that aren’t crucial for the BSP to guage your criticism, akin to account numbers, passwords or PIN.
Through Phone and Fax
You might also file a criticism with the BSP by means of phone and fax. These are the BSP shopper help hotlines that you could be name:
- Direct Line: (02) 5306-2584, (02) 8708-7087
- Trunk Line: (02) 8708-7701 native 2584
- Fax: (02) 8708-7088
The BSP shopper help hotlines can be found from 9:00 AM to 4:00 PM, Monday to Friday excluding holidays.
Through Postal Mail
The BSP accepts complaints through postal mail. Ship your criticism to the next deal with:
Shopper Empowerment Group
Middle for Studying and Inclusion Advocacy
Bangko Sentral ng Pilipinas
fifth Ground, Multi-Storey Constructing, BSP Complicated
A. Mabini Avenue, Malate
1004 Manila, Philippines
Bear in mind to incorporate the next in your criticism:
- Typed or printed abstract of your criticism with:
- Declaration stating that you simply don’t have entry to BOB, or that you simply choose submitting your criticism through mail
- Description of your concern
- The decision you’re requesting (e.g. “I want to request a refund”)
- Phone or cellular quantity the place you might be reached through the day
- Electronic mail deal with
- Copy of the criticism acquired by the BSFI, together with the BSFI’s reply, if any
- Copies of paperwork that help your criticism (non-obligatory)
You can too use the CIR Type to file a criticism through postal mail. Obtain the shape, print it and fill out the required info, after which ship it to the aforementioned deal with together with any supporting paperwork.
Subsequent Steps After Submitting the Grievance
After submitting your criticism, watch for the telephone name and/or e mail from the BSFI concerning your concern. For e mail communications, the financial institution or e-wallet must furnish a duplicate of the e-mail to [email protected].
In the event you’re not happy with the BSFI’s dealing with of your issues or if you happen to’re nonetheless not getting a profitable decision of your case, it’s possible you’ll ship your suggestions to the BSP Shopper Help desk by emailing [email protected] or by calling (02) 8708-7087. Don’t neglect to incorporate or point out your Case Reference Quantity.
