Everything is online now especially during this time of pandemic. And so, even if I am the kind of person who is apprehensive about online transactions, I had no choice but to register with GCASH, your virtual wallet.
I never had problems with GCASH since I tried it. Confirmations for cash-in are fast. I can easily pay bills and buy load online. I thought it was safe and reliable. But unfortunately, not all good things last forever because yesterday was a nightmare.
I usually cash-in through my bank accounts. Yesterday, I cashed-in an amount because I had to pay something through GCASH. And oh boy, I didn’t receive any confirmation from GCASH that the amount already went into my GCASH wallet. But I did receive a text confirmation from my online bank that the amount was already deducted from my bank account. I also received an email from my bank that it was indeed debited from my account. I was worried shit.
I looked up google and these are the options I found and tried:
Call 2882 hotline.
Unfortunately, this was not helpful. I tried calling the hotline and an agent in a pre-recorded response simply told me that since we are facing a pandemic, they have limited agents and they are only accommodating urgent issues like ATM withdrawals, cash-ins and Instapay. But even if my problem falls within the urgent concerns, the call was terminated without me actually talking to a real agent.
I emailed them how it happened. I also attached the screenshots of my bank’s confirmation. I received a response giving me the ticket number of my concern. They told me to wait again due to some delays brought by the pandemic.
GCASH Live Chat
I thought this will be the fastest and most helpful option. But unfortunately, my experience with their live chat was a bit frustrating though. You will need to enter your Name, email, phone number and your message. You have to write everything in the message. As much as possible, attach also the screenshots or pieces of evidence that you think will help you. Be ready for waiting in a queue.
The more frustrating part is that the live chat closes on its own without you leaving it. Don’t let your phone screen go to sleep and don’t entertain other tabs in your phone, otherwise, the live chat will close and you will need to undergo the whole process again.
Your conversation with the agent will be transcribed and sent to your email. When the live chat closes on its own, you will see at the bottom of the transcription that “you left the chat” even when in fact you didn’t.
I tried the live chat three (3) times and failed three (3) times. All the frustrating transcriptions were sent to my email.
Call Globe 211 hotline.
I believe this answered my problem. I called the usual 211 Globe customer service because I remember that in the pre-recorded message, an option for GCASH concerns is available. I chose that and waited for a real agent. She asked me to send the screenshots of my bank’s confirmation. I told her that I already sent one through their firstname.lastname@example.org email. She then asked for the ticket number of that email. Then of course, she promised to look into the problem and that I will receive an update in 24 hours.
The next day, I received an email informing me that the amount was already credited in my GCASH account. I hurriedly transferred it back in my bank account for fear that it will disappear again.