There's a billing error on my credit card statement — what must the bank do?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
The bank must act on it quickly once you report it. RA 10870 (Philippine Credit Card Industry Regulation Law, §18) gives you up to 30 calendar days from the statement date to report a billing error or discrepancy, and requires the credit card issuer to take action within 10 business days of receiving your notice. RA 11765 and BSP Circular 1160 add a duty to handle consumer complaints fairly and to keep you informed; if the issuer ignores or mishandles the error, you can escalate to the Bangko Sentral ng Pilipinas.
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Frequently asked
What counts as a billing error?
A charge you did not make, a wrong amount, a duplicate, a payment or credit not posted, or a fee not properly disclosed. RA 10870 §18 covers errors and discrepancies in the billing statement generally.
What is the bank's deadline to act?
RA 10870 §18 requires the issuer to take action within 10 business days of receiving your report. That means investigating and responding — not necessarily fully resolving — but a bank that does nothing within the window is violating the law.
What if the bank sides with the merchant wrongly?
Ask for the written basis of its decision and the evidence it relied on. If you disagree, escalate to the BSP under RA 11765, which supervises credit card issuers and can direct a proper resolution.
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