Rant: Globe Gcash Amex Refund takes too long [Refunded!]
Update:
If you stumbled upon this old blogpost, you can contact Globe Gcash customer service at their hotline 2882 or via FB Messenger here. Other than that, I do not know of any updated email addresses for their customer support.
My recommendation below still stands, use it for small purchases only. The forex rate that Gcash Amex uses is even higher than local credit cards like Citibank.
I just recently posted about how to register for the Globe Gcash Amex virtual card and I'd just like to share my experience regarding the first time I used this card which didn't turn out so well.
If you stumbled upon this old blogpost, you can contact Globe Gcash customer service at their hotline 2882 or via FB Messenger here. Other than that, I do not know of any updated email addresses for their customer support.
My recommendation below still stands, use it for small purchases only. The forex rate that Gcash Amex uses is even higher than local credit cards like Citibank.
I just recently posted about how to register for the Globe Gcash Amex virtual card and I'd just like to share my experience regarding the first time I used this card which didn't turn out so well.
Since I have more than enough balance in my Gcash account, I ordered something online (less than $10) just to try this new service. I received a text message that showed the corresponding amount in pesos was automatically deducted from my Gcash account. A few hours later, I received an email from the merchant saying that my order was put on hold, and the following day, another email said my order was cancelled. I waited for a few days to see if the refund will be processed but to no avail.
Major disadvantage of using this card is it takes a long time to process refunds! Some members have posted
about order cancellations from the website/merchant if this card is used and
others had problems placing orders because the website/merchant won’t accept
the card.
My only fault is I
waited for a week before calling the Gcash hotline (2282) to file a complaint
because the refund wasn’t reflected yet even after 9 days of the order being
cancelled. The call lasted for 18 minutes because the CSR repeatedly put me on hold to
verify the details of the transaction. She said to give me 30 days before the refund can be processed. In the sms posted below, it stated that my concern "will be resolved not later than 02/15/2013." Well, I haven't received any text message yet as of this posting.
I hope Globe can do
something to speed up the process. I’d hold off using the card for bigger purchases for now until
they can manage to sort this out.
----
[February 21, 2013] Called the Gcash Hotline (2882) again to follow up on my refund. CSR told me again that the "monitoring time" aka your waiting time is still 31-120 days and that my complaint was already forwarded to the group concerned. She also said to forward the cancellation email from the merchant and my Gcash account details to the specified email address (see reply) below.
----
2nd Update:
[March 15, 2013] It's been 21 business days since I lodged the complaint for the refund. I decided to send an email to the Gcash customer service to ask for updates. 2 hours later, they replied that I should get my refund in my Gcash wallet within the day. Few hours later, I finally got the refund.
----
Update:
[February 21, 2013] Called the Gcash Hotline (2882) again to follow up on my refund. CSR told me again that the "monitoring time" aka your waiting time is still 31-120 days and that my complaint was already forwarded to the group concerned. She also said to forward the cancellation email from the merchant and my Gcash account details to the specified email address (see reply) below.
----
2nd Update:
[March 15, 2013] It's been 21 business days since I lodged the complaint for the refund. I decided to send an email to the Gcash customer service to ask for updates. 2 hours later, they replied that I should get my refund in my Gcash wallet within the day. Few hours later, I finally got the refund.
My Recommendation:
It's not much, I know, but it's still hard-earned money that could've gone to waste had I not been refunded. I do not recommend Gcash Amex for bigger purchases and I'd be cautious using it in online sites because not all merchants accept it. You can use it to purchase apps or other small items or pay for your shipments through My Shopping Box though.
I had the same experience when Globe replaced all GCash Amex billing addresses - was unfortunate enough to have been shopping at exactly 11-12Mn on Feb 1, when the changes were taking place so the website/merchant could not process the payment but the amount was still debited from my GCash account. Wrote about it here: http://www.pinaygeekingout.com/2013/02/2-ways-gcash-american-express-virtual.html
ReplyDeleteP.S. You might be in for a long wait for the refund, customer service email informed me processing could take 30-120 days. So good luck to us!
Hi. Thanks for sharing your post. Yeah that's what the CSR told me too. I clarified if I heard her right then she changed what she said to 20 days instead of 30-120 days.
DeleteHi i am in the same boat as the two of you and i check this site everyday fr updates. I hope you update this blog everytime you get a progress . I am in my first 30 days since my supposed refund, hopingthat it wouldnt need to consume all thr 120days in their refund window. Once i get my refund i will cash everything out and never use gcash ever again.
ReplyDeleteHi. Yes I'll update this post kung nakuha ko na yung refund. Officially entering 30 days since I lodged the complaint (Feb. 14)and no refund in sight. I read in a Philmug messageboard na someone got their refund after 2 months. :(
DeleteHi what email adress did you email for following up?
DeleteHi! Congrats po for your refund! May i ask what email adress did you email?
ReplyDeleteHi! May i beg you about wht particular e-mail address did you e-mail about your last inquiry about your refund? Please. I tried mailing all the e-mail address i can find in the interwebs that has somethig to do with gcash and i didnt receive any kind of response. So please ma'am can you help me
ReplyDeletePost updated to include the email address for correspondence with regards to Gcash Amex refunds.
ReplyDeletePlease call Gcash hotline first to file a report for the refund then forward the merchant's cancellation email notice and your Gcash account details. Hope this helps.
Hi, just wanted to ask which online store did your order got cancelled? I'm applying for a GCASH AmEx subscription and I plan to use it on Sephora, camerareadycosmetics and Madame Madeline. Thanks!
ReplyDeleteHi. It was to a small online thrift store (forgot the name though).
DeleteI've also tried it with bathandbodyworks.com and it doesn't work. Other bloggers have had success with Sephora though. Try making a small purchase first. Happy shopping!
got refunded in 7 days. here's my kwento
ReplyDeletehttp://www.pinoyexchange.com/forums/showthread.php?t=652983&p=68763774&viewfull=1#post68763774
2882 gcash hotline worst ever hotline. d ko alam kung yung sim ko may problem bat walang choices ng CSR support everytime na tatawag ako sa 2882. nagcomplain na rin ako sa globe center wala rin sila magawa . so ifinorwad ko sa NTC yung complain ko since kahit anong reklamo ko sa globe hotline na hindi ko makontact yung csr ng gcash.. now waiting na ako ng aksyon ng gcash CSR kasi finorward na ng NTC yung complain ko sa kanila... after this icacash out ko na lahat ng laman ng gacsh...sucks
ReplyDeleteI'm sorry to hear about experience with Gcash. I can usually contact them after voice prompts at 1 (English) --> 2 then 6. But yeah, if you can't contact them best to withdraw it na lang and get better service elsewhere.
ReplyDeleteThis refund process must make gcash millions, it is a clear example of extortion. The merchant sends refund to amex on your card number. Then gcash holds it illegally, even contacting them is no result after 2 months so far. In US the refund takes max 10 days for similar refunds to credit card. Obviously the law here is not up tp much when it comes to this kind of corporate rip off. I wonder how many customers just give up because of the hassle. Sad sad situation and globe are ignoring this, a theft of massive proportions. They owe me $86.04 refunded from Amazon I claimed the tax back from my purchases due to the fact goods were being exported and recommend doing this, if you don't mind the pain with gcash.
ReplyDeleteMe too. Got a refund after 2 months after using it in Paypal.com for purchasing a web hosting service online. The host refunded the amount to Paypal because I cancelled the service, Paypal refunded the amount to AMEX virtual card. Then GCASH AMEX held my funds for 2 months before refunding the amount back to my wallet. They are terribly slow even if the merchant already refunded the whole amount. T___T
ReplyDeleteI'm still using GCASH AMEX for my-shippingbox.com. Sadly, just today, my-shippingbox deducted the shipping fee from my gcash amex card after I authorized shipment for a certain item, but the authorization wasn't successful, my item still wasn't shipped and my gcash account was already deducted. Haha! Anyway, I'll just contact them again, maybe they will reply next year. Oh well.
I also experienced the same thing, this with regards to Amazon refund. The customer representative told me that I should wait within 2-3 business days for this to be processed. Yet, I waited on this and folllowed-up everyday until I reached the thing that they were then impolite of the service, starting to put the call on hold for very long time, until you could just decide to hung up. Managerial calls should have been the worst calls you could've had because they will let you lose your hopes of getting your money back. They always tell you that your concern is being prioritized as always until such time that you will feel that you should have not called to make the concern be prioritized. I talked to a lot of supervisors from GCash and two managers namely Von and Clyde. Von gives you a very inconvenient heads up and an impolite way of talking, that is not how a professional talked. Clyde may truly understand the situation but his promises were never fulfilled. The representatives are all rude as they put the call for 15 minutes. This is the industry you will ever love once you open an account with Gcash, easy debit, hard credit. Takes this concern personally! And give you a resolution that weighs the same thing as you should have not called.
ReplyDeleteThe refund process of the GCash AMEX is so inconvenient. In a prompt, frontliners wouldn't help you further, aside from making thousands of follow-ups. Your last resort might be escalating the call to the leadership support. Von has been the manager I always have whenever I am calling them, so because I called repeatedly, even hundreds to follow this up, the concern would still not resolved. Von, the manager, always promise a call back but you will never hear from him, and when you escalate the call, the agent will transfer it to his station then Von won't answer it. The worst is you can just go ahead and hung up. That is how they provide service. Beware of it. If you want to take advantage of their offers, just sign up for AMEX then used your own credit card, you can still take advantage of the ship forward of my-shippingbox.com
ReplyDeleteIs this for real?? Today I've been suffering for getting in touch with csr of gcash and patiently waiting for 60 min. But I ended up being hanged up after long time of waiting, and here I am still trying my luck for the 3rd time using different number... I tried to search for another way of solving this issue then I found this blog... It's my first time to use amex for topping up my grab credit but this frustrating thing happened to me... My gcash account has been deducted but grab said, my transaction was unsuccessful .. Is there any way to contact gcash or amex aside from csr who can't be reach?? Please help me... You can email me here agbuyaedralyn@gmail.com
ReplyDeleteI'll really appreciate your help...
Thank you in advance
Your best bet is still the hotline at 2882 or try the Gcash Care FB page or via messenger. I don't use Gcash Amex for major transactions anymore other than paying for my MSB shipments because of poor customer service and reliability.
DeleteI hope you can sort it out soon.
I found this blog today trying to find a swift resolution similar to alyn28 issue with Gcash. I've always had successful transactions topping-up my grab credit using Gcash until recently when grab failed to recognize Gcash and apparently was declined. Grab sent me an email detailing that my card was refused. I emailed Gcash Help Center and attached is a screenshot of the email Grab Support sent to me as proof of failed transaction. Furthermore, I contacted Gcash 2882 hotline and reached out to several CSRs over the past 4 days telling me different resolution times. One rep said 3-5 days delay, while another agent told me that resolution will take up to 15 days. I don't know what to believe anymore. Gcash is severely disorganized and withholding money this long over a very simple cash-in transaction is illegal and should be reported to higher authority (BSP perhaps should look into this). Today is the 5th day and I still haven't received any text message or email for the reversal of hard-earned money. Sigh... will surely not use Gcash again after this ordeal.
DeleteI'm sorry to hear that. I've had a recent problem with Gcash which took more than a week to resolve. I followed up the same support ticket everyday using the Gcash app. It's a PIT@. I buy Grab vouchers at Shopee when they go on sale. Haven't tried GrabPay though. Hope your prob gets sorted out soon.
DeleteGrabPay is way better and I use it religiously for all online payments. Once you get a failed transaction, you always almost instantly get your chargeback without hassle. Unfortunately, the same could not be said about Gcash.
DeleteI finally got my reversal after multiple calls via 2882 hotline.
This was an utterly stressful and painful experience.
But before they credited my money back, they actually emailed me to fill out a dispute form which requires my signature that also includes a declaration stating that I must adhere to an investigation that would take 180 days or more. It's completely absurd that Gcash would stoop this low and make things super complicated for a very simple cash-in transaction. Since I got back my money, this dispute form they want me to fill up was obviously just a roadblock. The email also mentioned that my case can only be re-opened again once I replied back in conjunction with the signed document. Are they kidding me!? Gcash has been practicing fraudulent behavior for years without repercussion, unbridled anomalous activity preventing multiple users from getting their money back. Through this document, they are obviously trying lure you in and bait you into believing that this is just "part of the process". Just imagine the vast number of users that have been made a fool on a daily basis? If you have a gullible mind and affix your signature onto the document, you might as well say goodbye to your cash since you have been led onto their trap and proceeded to authorize Gcash to withhold your money for eternity!
They thought they could get away with this so I called their BS when I reached out to one of their agents.
My advice to anyone that might be experiencing the same issue. Assert your right because that's your hard-earned money! Do not let them get away with this no matter the outcome.
Maybe we should find a way to report Gcash to higher authority in order for someone to reprimand and penalize them for their anomalies. That's the only way to get back at them. Who knows how much money has already been withheld by their company over the years after free-willingly sending out those dispute forms to the gullible masses.
Additional tips for compaints:
1. Record the specific time & date and names of CSR upon contacting via 2882 hotline.
2. Ask for your unique Ticket Number after your 1st complaint so you could always refer back to this number for future followup calls.
3. If you could speak to their supervisors, ask for their names as well. If you get hold of their complete name, the better.
4. The tone of your voice should be assertive indicative of your frustration and their anomalous way of handling the situation.
This will enhance your chances of retrieving your money. Call every single day if you have to and be ready to speak in complete detail. In addition to the call, send them an email through support@gcash.com (attached with all the proof you can muster) and upon conversing with the agent, relay the proof to them again and again.
But whatever they say to you, DO NOT sign the dispute form sent to your email.
Hello Bruno, I know that this is an old blog but I hope that you guys could still reply to me. I had my paypal refund last April 25-26, 2020 (3 diff transactions) via AMEX CARD GCASH. I contacted the CSR 2882 hotline. They said I need to fill out the dispute form that they emailed me, but upon reading this blog, I didn't. Now, I would appreciate if you guys can help me how to follow up this without the reversing matter. Thankyou. Please email me at maryancausapin16@gmail.com
DeleteHello, I have the same experience right now, I have my paypal refund credited on my AMEX CARD last April 25-26, 2020 (3 diff transaction). Now I contacted the CSR on their hotline 2882 then it says I need to fill out the dispute form, upon reading to this blog, I didnt. How do you guys follow up the problem without filling out the dispute form? thankyou
DeleteSame here. 2 week na walang reply si gcash.
ReplyDeleteFound your blog today.
ReplyDeleteMy nightmare began 2 weeks ago..i used their amex virtual card for an online reservation that cost 5k..i cancelled it about 2minutes after and agoda emailed me stating that theres 0 charge at all..but obviously the amount was deducted on my wallet..it took me 2 days to file a ticket thru the gcash app, they said wait for 20 business days for an update..i just cant wait as i need that money badly..
Is 2882 still working? Do you have AMEX cust service phone number?
Thanks
Yes, 2282 still works, just go through the prompts. 8am - 5pm Mondays to Saturdays, iirc. Sorry, I don't have a phone number for Gcash Amex. Just try following up every 3 days or so using the Gcash app file ticket. You'd be lucky if you can get your money back within a week, but it will most likely take 2 weeks or so. Hope this helps.
Delete