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.