GCash reviews and complaints

I would like to file a formal complaint against GCash for double debit and very poor customer service.

I was trying to pay my PLDT on Oct 2nd when an error occurred and I was debited twice for P1906.00, amouting to a total of P3812.00. I reached out via support@gcash.com immediately to get the error corrected, and got a reply requesting for screenshots of the error and other transaction details, which I sent back immediately as well, while pointing out that the transaction were barely 1 mins apart. I then received a response a few days later, where they advised that i would need to submit:
1. Valid ID with Signature,
2. Specimen Signature,
3. Handwritten Signed Letter of Request for Transaction Cancellation/Reprocess

I replied and said this was highly inappropriate and inconvenient especially since it was a problem caused by their system. I also went on to say that I did not want my payment to be reprocessed, but to be paid towards my next bill instead. I got several emails after were giving me different answers, then when I didnt hear back after sending a follow up email I decided to call their hotline on Oct 15. After being on hold for about 25mins I got a hold of an agent who reviewed my case. I specifically told the agent the messages were confusing since one email said my request was being worked on by a specialist, the other appeared like an internal email forwarding my request for crediting towards my next bill, and another saying that I still needed to submit the 3 requirements for reprocessing. I also emphasized that this was clearly an error on their system, and that as a customer it didnt make sense that I had to go out of my way to get them all of that documentation to solve a problem that they caused. She then put me on hold again and when she got back she said that she consulted with the Team Leader present and that my request to get the 2nd amount credited towards my next PLDT bill would be processed without any need for me to do anything else but wait 3-5 business days and that an email confirmation will be sent to me. I repeatedly asked if she was sure and she said yes.

The day after that call, I received a new email saying that both amounts were posted to my PLDT bill but that I still needed to submit the 3 documents mentioned above. This prompted me to call their hotline again today Oct.18 and ask why this was being required of when in fact the call on Oct.15th said otherwise. I waited 45mins in total to get to speak with a supervisor named Bryant (dont know if this is his real name, but I asked if him he was the only Bryant there and he said yes). I begain the call to set his expectations that this has been going on since Oct 2 and that I required an update from what was discussed to me on the previous call. He then said he was not given my name nor my case ID (6860615), so despite my already depending frustration I proceeded to recounting what has happened so far. I then asked him to read through all of the notes specifically on the conversation I had on Oct 15 and gave him a few mins to review. He said that there were not much notes except that I asked to peak to a supervisor. This peaked my irritation and made my heart sync because there now appears to be no record of the conversation nor the solution that they gave me. I kept on asking him for options because as I've mentioned to the agent I spoke with on Oct 15 this was a problem that they caused and that I was told that I all I needed to do was wait. TL Bryant responded that despite both payments being posted the biller (PLDT) still requires that I submit those 3 documents. I replied that that did not make any sense whatsoever because even before they confirmed that the payments had indeed been posted those 3 documents where already being asked of me. I also reiterated that this was a problem they caused and that customers should not be asked to fix their error. Bryant at some point also said he had no experience on this and that the can not resolve and/or there was no solution to the issue because they have dependencies on the support team. I was also asking to be transferred to another person higher or outside of his team because I felt that I was not being understood and that they simply did not care about getting this resolved, and asked how I can file a formal complaint. Bryant responded by offering to transfer me to another supervisor - which again did not make sense what so ever - or to email support@gcash.com, which of course I've already been doing to no avail.

Towards the end of the call I was asking for any kind of reference number for me to have a record that our conversation happened; Bryant said that I can use the original ref no (6860615), which I did not agree to stating that when he checked the notes from the previous call there was nothing there, and as a customer that really doesnt inspire much confidence. He then said that there was nothing that he could do to help me, and that he would jst make the notes. While waiting for him to finish his notes (which at this point the call was already 1.5hrs long), I checked back with him and asked if he was done and he told me to wait some more, but a few mins later he disconnected my call.

Now after work I was looking online on how to file a complaint in line with today's events. After doing so on the Telecoms committee site, I wanted to see I how I can bring this across to higher GCash management. I looked through the GCash help center, and when I couldn't find it I decided to use the Globe chat function on FB. Another big mistake, because I again was directed repeatedly to the help center instead of being helped to find a way to file a complaint.

I thought PDLT was bad, but after this experience I can confidently say that Gcash CS has by far is THE WORST customer service experience. Ever. Hands down.