How do I file a complaint against my credit card issuer?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
First complain to the issuer in writing and keep proof; if it is unresolved, escalate to the BSP Consumer Assistance Mechanism (BSP-CAM) under RA 11765, since banks and credit-card issuers are BSP-supervised. You can file through the BSP Online Buddy (BOB) chatbot on the BSP website, Facebook Messenger, and BSP app — which issues a Case Reference Number — or email the complaint form to consumeraffairs@bsp.gov.ph. Under RA 11765 the BSP has quasi-judicial power and can order a refund for claimable amounts up to ₱10,000,000, so this is a real remedy, not just mediation.
Primary sources
Frequently asked
Do I have to complain to the bank first?
Yes — start with a written complaint to the issuer and keep proof of what you asked and when. If it is unresolved or ignored, escalate to the BSP Consumer Assistance Mechanism under RA 11765.
How do I reach the BSP-CAM?
Use the BSP Online Buddy (BOB) chatbot on the BSP website, Facebook Messenger, or BSP app (it issues a Case Reference Number), or email the complaint form to consumeraffairs@bsp.gov.ph. See /escalate/bsp for the current channels.
Can the BSP actually order a refund?
Yes. Under RA 11765 the BSP has quasi-judicial authority and can order a bank to pay a claimable amount (up to ₱10,000,000) where the evidence supports it — a stronger remedy than mediation alone.
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Your rights as a credit-card holder — the BSP interest-rate cap, how interest and fees are computed, the minimum-payment trap, raising rates, cancelling a card, collection harassment, credit reporting (CIC), and why unpaid card debt is civil, not criminal (you cannot be jailed for it).