How do I file a formal dispute with GCash or Maya?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
File first with the provider's own Financial Consumer Protection Assistance Mechanism (FCPAM): use the in-app Help or dispute channel and put the complaint in writing so there is a timestamped record. Include the transaction reference number, the exact amount, the date and time, what went wrong, and screenshots. RA 11765 (2022) and BSP Circular 1160 require every BSP-supervised provider to receive, investigate, and act on your dispute, and GCash (G-Xchange, Inc.) and Maya are BSP-supervised e-money issuers. If the provider does not resolve it or does not act, escalate to the BSP Consumer Assistance Mechanism (BSP-CAM) under Circular 1169 — no lawyer needed, and per BSP's FAQ the process may take 55 to 65 days from receipt to termination.
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Frequently asked
Where exactly do I file with the provider?
Through the in-app Help/dispute channel, in writing. Filing in writing (not just a phone call) creates a timestamped record and a reference you can cite if you later escalate to the BSP.
What do I include in the dispute?
The transaction reference number, the exact amount, the date and time, a clear description of what went wrong, and screenshots of the transaction and any messages. Keep copies of everything you send and receive.
When can I go to the BSP instead of the provider?
After you have reported to the provider's FCPAM and it is unresolved, or if the provider fails to act. Then file with the BSP Consumer Assistance Mechanism under Circular 1169; per BSP's FAQ the whole process may take 55 to 65 days and needs no lawyer.
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