Posted in Finance, Mobile App

GCash Non-Dispense Dispute

As you all know I have been writing about the technical issues I have had with GCash and all of them have been resolved. In this article I am going to write about the GCash non-dispense issue I had with an ATM machine outside the Philippines.

As I have written in a previous article, withdrawing cash in ATM machines overseas can be tricky as some cards may not be accepted in all banks and you run the risk of trial and error as to which bank’s ATM machine would accept your card. Even if the ATM machine lists all the logo, it’s not an assurance that it would work. I have a GCash MasterCard and even though the bank in Hanoi I tried transacting with listed MasterCard on the ATM machine, I still encountered an error and the card ejected my card along with the transaction slip bearing the words “Issuer or Switch Inoperative”.

gcashshinhan03

No cash came out, of course, so imagine my confusion when I tried withdrawing funds in another bank’s ATM machine and saw the error message on the screen that my funds were insufficient for the transaction. I did not bring my Android phone at the time which has my Globe sim inserted in it so I did not see the text message from GCash that the non-dispense transaction at Shinhan ATM machine got my GCash balance deducted.

gcashshinhan01

 

gcashshinhan02

 

I sent an e-mail to GCash about it and the customer service rep replied that it would take 7-14 business days for my funds to be reverted. My mistake was WAITING and doing nothing for the 7-14 days period. When I tried to follow up with them beyond the 14 business days period, I was told by the agent that she forgot to attach the Dispute Form for me to fill up. The reversal dragged on longer than expected because even when the second 14 business days period right after I submitted the Dispute Form, it took something like a week or so for me to see the funds back in my account and not without badgering GCash on Messenger, Twitter and via e-mail. Not to mention all my follow-up attempts were futile because their reps would not respond to me on time. Two weeks after I got my funds back was the only time when the replies from their customer service agents came in.

I know I have stressed this before in other GCash articles, but I am going to emphasize this issue one more time – please have a Dispute Form downloaded on your laptop or desktop computer to fill up easily in case you encounter any technical issues with GCash services, especially those that involve money reversal. You can download the Dispute Form here.

My second GCash non-dispense issue happened in January 16, 2019. Interestingly the ATM machine is also in Vietnam. Different bank and different city.

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I emailed the dispute form to GCash support that same day and I got a response in 2 days. I got my funds back for this second non-dispense incident on February 19, 2019.

Author:

In this site, I write reviews on mobile apps I have used and other digital products and more. I've also included some tips and tutorials on various workarounds pertaining to mobile apps.

74 thoughts on “GCash Non-Dispense Dispute

  1. What if blangko ang resibo na inilabas ng atm machine? Paano ko po mabigay yung reference no. from the bank?
    Eh wala nga blangko nga.

    1. You can check the text message you got from 2882 right after the said atm transaction na walang lumabas na cash. There is a gcash transaction number there. Yun ang isusulat mo sa gcash dispute form.

  2. So this happened to me today. I cashed out 2800 php from the nearest ATM. After I received a text from 2882 saying you have successfully withdrawn 2820 php from your Gcash wallet. It took longer than usual as i was waiting for the money to be dispensed. Then the ATM told me we are unable to process your withdrawal. When I checked my phone they deducted the money from my wallet.

    I downloaded the dispute form. I filled it up already, where do i email it to?

    Hope you reply.

    1. Please do update me also here in the comment how long you can get refunded. I am not sure if it’s the same time frame as the non-dispense dispute for international ATM machines with local ones.

  3. hi, i’m a gcash user, too. i have a concern about money reversal. this happened 3 months ago, i transferred money to a BDO account which is for my house’s downpayment and they have been declaring that there’s no transaction made on that day or beyond that date. Called GCash for non-receipt and they confirmed that money was received and the bank confirmed it. How do I deal with this? For now I already want to get my money back. Is that possible?

  4. Good day sir nangyari po sakin today nagwithdraw ako thru bdo atm at unable to process your service ang lumbas at nakita ko pa sa gcash acc ko nabawasan siya. mga ilang days nagreply po sayo sa gcashinquiries?

      1. Yes, please. Thanks in advance. Sa international ATMs ko lang kasi naexperience na hindi lumabas money twice in Vietnam.

        Also, I would advise na sa may bank branch na ATM instead of sa mall lang or wherever na ATM para madali lang maicomplain sa banko (kung during banking hours). Yung paper receipt din dapat tinatago.

    1. Nangyari din sakin yan ngaun lang po kaninang 7:15 nagwithdraw ako sa bpi atm using my gcash card wala din lumabas na funds. Nag email na po ako sa gcash at sa fb. Tignan natin kung ano mangyayari. very hassle talaga.

      1. Ako naman po sir 24 hours bago magreflect ung funds pag paymaya gamit ko. Need ko lang ung funds ngayon kaya gcash ginamit ko. Pero mukhang mas tumagal yung funds sa nangyari haha… Anyway update ko po kau sir kung sakaling bumalik bukas ung funds sa gcash ko. Salamat Sir.

      2. Nung nag email po ba kayo sinabi nyo lahat buong detalye? Like kung saan lau nagwithdraw, time, location, at yung reference number? Makikita nyo po dun sa text ng 2882? At kinulit ko po sila at cnabi ko rin need ko ung funds. Nag message din po ba kau sa messenger nila? But don’t worry mga sir babalik din yan.. Mas napaaga lang yung sakin..

      3. update as of 1:21 pm.nabalik na yung pera anyways thank you sir mappbox for creating this post para awareness sa future para sa mga magkakaprobleme sa withdrawal.

  5. mukang marami din palang nagkaproblema sa gcash today, anyways nagreply na sa kin ang gcash at eto ang sabi

    Good day.

    This is to acknowledged your concern. We sincerely apologize for the inconvenience this has caused you.

    Please expect the reversal of your GCash within 24 hours. In any case that there is no reversal, we will be filing a chargeback on your behalf. This may take 7 to 10 banking days.

    Sincerely,
    GCash Customer Care.

    hai napakahassle pangkain na sana naging bato pa.

    1. Same thing happened to me. Nagwithdraw ako sa metrobank atm machine inside 711. Nag error sorry unable to process your transaction pero nakareceive ako ng message from 2882 na nabawasan ang gcash fund ko. Sent an email na at message sa gcash support. Hopefully maibalik din asap.

  6. Hello! I just experienced this today at 6:23pm. I withdraw money from an RCBC atm and no money was dispensed. I already sent an email and also thru fb messenger (para makulitan sila 😂) no reply yet. Sana pag gising ko may good news na para may pambili na ko milktea 😂😂😂

      1. I’ll take note of that and avoid withdrawing money in the evening (thought this is the first time it happened to me) if possible. But good news is, nabalik na yun money ko in less than 24hrs. Thank you for the info, this blog is very helpful. More power to you!

  7. Nag ka issue din ako sabi ng taga gcash babalik daw after 24 hours pero till now wala pa nag send na nku ng email sa gcash tapos wala pang reply tapos di ako mka tawag ng customer service representative sa gcash kasi wala nmn doon sa list of service ng 2882, guyz any suggestion nmn sa mga nka experience na neto please huhu

  8. Hi po nakaencounter ako ng same problem. Last sat nag email na kmi. Autoreply lang nareceive saying that this is your ticket number and they will look into my concern. 1 day na nakakalipas wala pa di reply.

  9. Nagwithdraw ako sa ucpb 7000 and it says unable to process because of the amount and then na eject na card ko. Nagtry ako sa bdo pero binabaan ko na amount ok naman. But upon checking sa account ko nabawas ung 7k

  10. Hi po. Nagwithdraw din ako sa BDO pero walang lumabas na pera and may nagtext na successfully withdraw by 2882. Ano po ang steps para mabalik po yung pera ko?

      1. Your request (#5326048) has been updated! To add additional comments, reply to this email.

        GCash Customer Care (GCash Support)
        Jun 19, 5:57 PM CST

        Hi Kristine ,

        We know how important your concern is and we want to urgently get back to you. Best if you can provide the below details so we can immediately review your request and provide you the much needed assistance.

        Complete Name:
        GCash Mobile Number:
        Email Address:
        Concern:

        Should you have already provided these information before, kindly allow us time to review. We will get back to you as soon as we can.

        Sincerely,
        GCash Customer

  11. Ganyan lang po rineply sakin and nagreply ako agad but then wala pa pong reply sakin na naibalik na yung pera sa gcash ko. Ano po gagawin ko?

    1. Nagmessage na rin po ako through messenger ganyan din po sinend and sinagutan ko po but then wala rin reply po

    2. Typically ganyan irereply nila and then they will work on it. Wait a while lang. Most cases naibabalik within 24-36 hours after you contact them.

  12. 6/21/2019: I’m reading comments since I have the same problem just this morning! I included the date para maging reference.
    Looking at the comments, naka-gagaan ng feeling na may pag-asa pa na ma recover ang amount na na-withdraw ko this morning. 🙂

    Anyway, around 9am nag withdraw ako P7,700 from GCASH Card, and may nareceived akong text from Gcash na successfully withdrawn daw, pero walang CASH lumabas.

    I’ll send an email to them today, and update ko rin dito.

    QUESTION: Eto parin ba ang active email support nila for cases like this? support@gcash.com

    Thank you,
    Jake, Digos City

      1. Hi, Here’s an update. I just got money back last night around 7pm, roughly around 30 Hours na-ibalik sa aking ang pera. Thank you!

  13. Pano mag emai sa gcash? Kc kgv ngpawithdraw pamangkin q gamit gcash atm, sa rcbc aq ngwithdraw 2800 pero wala lumabas na pera pero ngtxt gcash na succesfully withdraw daw ung 2800 pno poh gagawin don, salamat poh

  14. Im back again here nangyari n naman sa kin di na naman nagglabas ng pera gamit ung bdo atm this is so frustrating.

  15. sir RCBC ATM din po sa akin.walang na dispense na cash only text message na received about successful withdrawal transaction and deduction to my acct. I’ll use and email nalang din sila po and update you po.curious lang ano kaya reason bakit nababawas kaagad kahit offline ang ATM.last year pa post niyo sir pero same parin nangyayari.sana nga lang mabalik din yung pera.

    1. Hindi ko rin alam bakit nangyayari pa rin ganyan. Pansin ko dito abroad sa Thailand hindi naman sumasabay atm nondispense dyan sa dito, nakakapagwithdraw pa naman nang maayos. Pero dun sa Vietnam, twice consecutive na taon to nangyari sa akin with a gcash mastercard at around the same time pa – end of january and first week of feb.

  16. Hi this happened to me on August 9, and I already submitted a support ticket to Gcash Customer Care, they let me filled this form up.

    Good day! I do apologize for the delayed response and inconvenience this may had caused you.

    I will help you to resolve this problem. I need some details you need to provide for us to process your concern.

    Name:
    GCash Number:
    Email Address:
    Card # (Last 4):
    Bank:
    Location (Complete address):
    Email Address:
    Error:

    Thank you.

    Sincerely,
    GCash Customer Care
    after filling this form they said that “I will forward this concern to our Support team for better assistance. I will get back to you once update is available. Rest assured that the team is working to resolve this issue.”

    (Should I follow it up with a dispute form? or just wait?) Thanks @mappbox

      1. Ahh okay okay it’s been 2 days since the he sent me this one: ““I will forward this concern to our Support team for better assistance. I will get back to you once update is available. Rest assured that the team is working to resolve this issue.””, Thank you, I’ll update you once I got my balance back. Thanks

  17. Sakin din po nangyari sakin yan last week September 15,2019, wala rin pong inilabas na pera ang ATM machine pero agad binawasan ng 2882 ang gcash wallet ko. 6thousand din po ang nawala sakin. Ngaun po naitawag ko na sa gcash care at east west bank ang concern ko. Until now wala pa rin pong update… Maibabalik pa po kaya ung pera ko.

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