While GCash explained their side that the November 9 incident was due to an issue with their Send Ang Pao feature, Senator Risa Hontiveros calls for an investigation surrounding the alleged unauthorized transactions, citing concerns about GCash’s security measures and customer communication protocols.
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Hontiveros said in a statement that one user allegedly received an SMS notification from GCash–only to find out that the user’s account was deducted Php 4,000 and was allegedly transferred to unknown numbers between 330am to 4am on November 9. The user also alleged that they had difficulties in resetting the MPIN of their GCash account. Another user alleged that they lost nearly Php 40,000 and only received a partial refund to date.
Senator Hontiveros expressed concern on how GCash is handling the situation on the alleged unauthorized transactions. “In times of crisis, transparency is everything. Users need to know what’s going on—not just to keep them informed, but to trust that GCash is taking the issue seriously,” Hontiveros stated.
Hontiveros urges GCash to implement immediate measures to prevent future incidents that include:
- Prompt alerts to all users upon detection of issues, utilizing the app, SMS, and social media channels;
- Provide clear explanations about the nature of the problem and steps being taken to resolve it;
- Direct communication to those impacted, detailing the situation and offering guidance; and
- Clear timelines for issue resolution, with updates on any delays and actions being taken.
“Digital wallets are integral to our daily lives, and users must have confidence in their security and reliability. GCash must take this incident as a wake-up call to bolster their systems and communication strategies,” Senator Hontiveros concluded.
