The bank refuses to reverse an unauthorized debit — what now?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
Escalate above the bank's front line. RA 11765 (Financial Products and Services Consumer Protection Act) requires the bank to have a complaint-handling process and to act on your written complaint; BSP Circular 1160 makes failure to properly resolve a recordable consumer-protection violation. If the bank still refuses, bring your complaint to the BSP through its Consumer Assistance Mechanism (the escalation procedure set out in BSP Circular 1169, 2023). Keep every dispute reference and the bank's written decision — the BSP will look at whether the bank handled your dispute fairly.
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Frequently asked
What is the BSP Consumer Assistance Mechanism?
It is the BSP's channel for consumers to bring complaints against BSP-supervised institutions (banks, e-money issuers, credit card issuers). BSP Circular 1169 (2023) sets out the procedure for assistance, mediation, and adjudication under RA 11765 — it is the escalation route, not an automatic refund timer.
What should I have ready before escalating?
Your written complaint to the bank, its written reply (or proof it did not reply), the transaction records, your dispute reference numbers, and a clear statement of the amount and why it was unauthorized.
Can I also sue?
Yes. Regulatory escalation and a court case are not mutually exclusive. For a money claim of ₱1,000,000 or below you can file small claims without a lawyer while the BSP complaint proceeds.
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