In a bizarre and anti-consumer move, GCash has stopped offering customer support via chat. Back in February, you can reach their customer service team via chat from within the app which was great because they don’t have a dedicated hotline.
Sadly, that is no longer available, instead, we now need to create a ticket in order to reach out to their virtually non-existent customer service team.
While almost every other business has enhanced their customer service efforts by embracing social media, GCash has went into the opposite direction and made it harder for customers to get help. They still don’t have a dedicated hotline, no presence in Facebook or Twitter and now the only way to reach them is by creating a ticket. Frustrating!
If any one from GCash is reading this, how can you be so unkind and unhelpful to your customers?
Disclaimer: This blogger is not connected to GCash
For most of last week, there has been an issue with GCredit. It wasn’t showing up as an option when I tried to use it in a few purchases. Turns out that GCash has been doing some system maintenance to fix this. Last Wednesday, I decided to report it to GCash customer service, but knowing that their hotline 2882 is often useless, I tried one of their social media accounts. Globe has one @talk2Globe and they’ve answered customer service reports so I figured GCash would have one as well as they have @gcashofficial.
However it turns out that it was only for PR and marketing via social media, so I assumed they had a separate Twitter account for customer support. Searched for “gcash customer support” on Twitter and it led me to an account that posed as one. Turns out it was a fake account meant to steal GCash users’ credentials: mobile number, full name, date of birth and most importantly the MPIN. Cutting to the chase, I was alarmed when that fake account asked for my MPIN:
I stopped the conversation there even after they messaged back insisting that I reply with my MPIN. This is something that real customer service would never, ever do. Ever. So never give it to them and if they ever do, 99% chance that you are being scammed.
So I did what I should have done in the first place, use the Help Center right inside the GCash app. Tap on the upper-left icon to open the side menu, then Help > Help Center. You can browse the self-help topics or wait for the Live Chat icon to appear on the bottom-right corner of the screen. Tap on that, then tap Live chat and you would be connected to the real customer service team of GCash. No need to call their hotline 2882, you still can but Live chat would be enough to get help. A big improvement is that you would also get a transcript of your chat session sent to the email address associated with your GCash account.
So to recap, GCash customer service can only be contacted in the following ways: email (email@example.com), self-help options at help.gcash.com, 2882 hotline and the most convenient Live chat from right inside the GCash app. All the other Twitter accounts out there are fake and would just scam you.
Since November last year, I’ve been using GCash whenever possible – paying bills, online and even daily purchases. It’s been a great experience as the service has been reliable and convenient. Until last Friday, March 1.
I needed to pay for my PLDT bill and the idea of cashing in at 7-Eleven came to mind. At first I tried to use the Gcash app to generate a code but it failed and so I decided to use the CLiQQ stand instead. Walked up to the kiosk, generated a receipt, queued up at the counter, handed over the cash and walked out the 7-eleven store after taking the receipt.
An hour has passed and already done with buying the things I needed to cook dinner, I checked my Gcash balance and my cash in has not yet been credited to my wallet. No confirmation SMS that the transaction was successful.
Calmly, I searched for Gcash’s Customer Support hotline when I got home. Made 4 calls to 2882 yet all I got was a pre-recorded message saying that there is no one available to assist and that a call back was scheduled instead.
That’s when I started to get really worried. It seems that Globe’s customer service has not improved that much. Not enough representatives to answer customer calls and responses took longer than what is reasonable. Even the GCash Care on Messenger took hours to get any real reply. Emails to firstname.lastname@example.org was even worse with nothing more than canned responses acknowledging my first email.
Then the callback from 2882 finally came – Saturday evening, a full 24 hours after I first reported my concern. They advised of the following:
The transaction failed on 7-Eleven’s side – there seems to be an issue with their ‘connection’ to GCash that cashing in is still unavailable.
Bring the receipt with me and ask for a refund. However, this needed to be worked on by 7-Eleven customer service which took another day.
Finally, after 3 days, I was able to get the refund from 7-Eleven. So much for trying the ‘convenience’ of reloading GCash via 7-Eleven stores.
Always keep the receipt – it’s proof of your transaction
GCash transactions generate SMS confirmation/alerts within minutes. If no SMS comes in, then it’s most likely that something went wrong with your transaction.
Have patience. Tons of it. Dealing with GCash customer support will definitely take a lot of time and if you have an urgent need for the money or the transaction, it will really cause a lot of stress.
It will also help move things along if you contact the customer support of the other organization involved in the GCash transaction, in my case 7-eleven. This experience has left me with the feeling that GCash has real limits contrary to what their marketing team says: things could easily go wrong any time. Despite the modern tools and services we have today, integration and synergy between separate digital services is still a work in progress.
How’s your GCash experience so far? If you’d had similar or worse issue, feel free to share in the comments below.
The author is not connected in any way to Globe, Inc, Mynt or GCash.