Gcash Bsp.docx

07 March 2019

Dear Sir/Madam

Greeting!

I am writing to complain about the poor service and security issues I have encountered with G-XChange, Inc., also known as GCash. I wish to bring to your notice that an amount of P5,000.00 has been withdrawn from my account on March 05, 2019 however, I did not receive any SMS or e-mail confirmation for the same. As an antecedent, on March 05, 2019, I made a bank transfer thru GCash app. After that, P5000.00 was immediately debited from my GCash wallet. I attached a screenshot of my transaction for your perusal. As shown from the picture, it says, “Your Send Money to Partner Bank transaction is being processed.” A ticket number was given: 377314. At the bottom of the message it says, “You will receive an SMS to confirm your transaction.” I am sad to say that despite emailing GCash Support and messaging GCash Care in fb messenger, it has been two (2) days yet there has been no confirmation received till date nor any clarification from GCash. As a matter of standard operating procedure, GCASH sends transaction receipt showing amount transferred, bank name, account name, account number, convenience fee, date/time, bancnet trace number, gcash reference number, and ticket number, yet except for the bare allegations of their virtual representative in GCash Care (fb messenger), no other substantial proof was provided to me that the money transfer was indeed sent to the recipient. I do not have any information in my possession to provide the receiving bank to confirm the status of the transaction. I have entrusted to Gcash my hard-earned money expecting that their company will act with the highest degree of diligence and will be accountable to me as their client. The business of banks, quasi banks a, remittance agents, transfer companies and similar entities like GCash, is impressed with public interest and great reliance is made on these entities’ sworn profession of diligence and meticulousness in giving irreproachable service. Of paramount importance is the trust and confidence of the public in general in the remittance industry. Consequently, the diligence required of GCash is more than that

of a Roman pater familias or a good father of a family. The highest degree of diligence is expected. While GCash declares a hassle free and a safer way to go cashless, it carries with it the highest standards of integrity and performance. Needless to say, GCash is under obligation to treat the accounts of its clients with meticulous care. The fiduciary nature of the relationship between remittance agents and clients must always be of paramount concern. Also, as I have noticed, they do not provide their clients reliable customer representatives. GCash users have been complaining that GCash does not reply in fb messenger. As part of the diligence required of them, they should maintain a good and reliable customer service to whom people can talk to and address their concerns. “GCash Support” and “GCash Care” are very slow in responding and their replies are very irrelevant. I assume they are robots. They are expected to exercise the highest degree of diligence in the selection and supervision of your employees. I would like to suggest that they provide a hotline where a customer care representative could be present and could effectively and efficiently address the concerns of their client. GCash has faulted in providing me my transaction receipt that will serve as my proof to show the recipient that I have made a payment. My account details are: Name: Jamie Jovellanos Number: 09155756650 Date and time of transaction: March 5, 2019, on or about 3:30 pm. Transaction: Bank Transfer Name of Bank: Metrobank Reference Number: 599807168 Amount: 5000.00 Thank you for your cooperation in correcting this detail. As this matter is urgent, I would appreciate a reply as soon as possible. I look forward to receiving your early response. You may contact me at 09155756650. I suggest that immediate steps be taken against GCash.

Sincerely,

Jamie Jovellanos