CPMCO CIR Form Version 1 – October 2022

CON- SUMER
PROTECTION AND MARKET CONDUCT OFFICE
COMPLAINT/INQUIRY/REPLY FORM
Sumasang-ayon ka ba sa pagkolekta at pagbahagi ng iyong personal na impormasyon para sa pag-proseso ng iyong reklamo o katanungan, alin -
sunod sa BSP Data Privacy Policy? Gamitin ang QR Code para makita ang Policy.
(Do you consent to the collection and sharing of your personal information in the processing your complaint, in accordance with the BSP Data
Privacy Policy? Scan the QR Code to view the Policy.)
☐ SUMASANG-AYON AKO (I AGREE) SIGNATURE (PIRMA) :

A. PERSONAL NA IMPORMASYON (PERSONAL INFORMATION)

Petsa 03/22/2023
(Date)

Buong Pangalan Sienah Santos

(Full Name)

Numero ng telepono 9178811294

(Contact Number)

Email Address sienahsantos.zpc@gmail.com

Tirahan 334 Lagasca St. Centro1 Sanchez Mira Cagayan

(Address)

Kasarian ☐Babae (Female) ☐Lalaki (Male)

(Sex)
B.
B. DETALYE NG REKLAMO O KATANUNGAN (DETAILS OF COMPLAINT OR INQUIRY)
Uri ng hinaing ☐Bagong Reklamo (New Complaint)
☐Katanungan (Inquiry)
(Type of Request) ☐Follow-up: Isulat ang BSP Case Reference Number (Follow-up: Indicate the BSP Case Reference Number)
BSPCMS-Click or tap here to enter text
Pumili ng isa ☐Reply sa institusyong inirereklamo: Isulat ang BSP Case Reference Number at ilakip ang kopya ng sagot nito
(Choose one) (Reply to financial institution: Indicate the BSP Case Reference Number and attach a copy of its reply) BSPCM
Click or tap here to enter text

Institusyong inirereklamo Bank of the Philippines Island and Instapay

(Financial institution involved)

Produkto o serbisyo ☐Deposit ☐Foreign Exchange, Payment o Remittance

(Product or service) ☐Loan ☐Pawning
☐Credit Card ☐UITF o Investment
Pumili ng isa ☐E-Money Wallet ☐Bancassurance o Insurance
(Choose one) ☐Virtual Asset Account

Pangunahing reklamo o tanong ☐Quality of ATM services ☐Abusive collection practices

(Primary consumer issue) ☐Non-receipt of fund transfers ☐Loan restructuring
☐Unauthorized online transaction ☐Unauthorized disclosure of personal or account inf
Pumili ng isa ☐Fraud mation to third parties
(Choose one) ☐Account management ☐Poor customer service
☐Interest rates, fees, or charges

Paraan ng transaksyon ☐Over-the-Counter / Branch: Isulat ang lokasyon (Specify location) Click or tap here to enter text
(Channel of transaction) ☐ATM: Isulat ang lokasyon (Specify location) Click or tap here to enter text
☐Online: Pumili sa ibaba (Choose below)
Pumili ng isa ☐Instapay ☐PESONet ☐Others
(Choose one) ☐Agents: Pumili sa ibaba (Choose below)
☐Collection Agent ☐Marketing Agent ☐Cash Agent ☐Courier/Delivery

Halaga ng sangkot na salapi

PHP: 50, 0000
(Amount involved)
 Paglalarawan ng reklamo o tanong (sulatan ang likuran ng papel, kung kinakailangan)
Description of complaint or inquiry (continue at the back portion, if necessary)

Hi BSP, I would like to raise a complaint against BPI and Instapay. I had an online transaction to transfer 50,000 pesos from m
UnionBank account going to my BPI account to settle hospital and medical items. It is urgent as the money is for medical em
gency purposes. The 50,000 didn’t instantly reflect on my BPI account, however the money got debited from my UnionBank a
count. I waited for several hours until it has been 24 hours now writing this complaint and yet the money is still not credited to m
BPI account. I already contacted UnionBank this afternoon to confirm the transaction and verified that it went through successfu
from their end. They advised me to contact BPI customer service to check. I talked to BPI customer service this afternoon and
formed me that they are not seeing any incoming transaction under my account. The customer service informed me to wait
three days! And the day one will start tomorrow despite of providing the transaction details timestamp of UnionBank. It is not a
ceptable from my end as I already waited for 24hours and no money went through my BPI account. Moreover, BPI informing
wait for 3 banking days and the count will only start tomorrow. I even asked BPI if I can reach out to Instapay about this and sa
nothing I can do but wait.

I believe at this stage of technology these banks and payment gateway can trace and make way to have my money back. The w
they handle and address my concern is unacceptable. I hope you understand my situation and coordinate to these banks. It wou
be much appreciated acknowledging and taking action to my concern.

Thank you very much BSP!

Transaction details:

Your transfer of PHP 50,000 to BPI/BPI Family Savings Bank for Account No. 2979218047 was requested via iOS on March 2
2023 10:30:10 PM (GMT+8). To proceed ****** is your One-Time Password (OTP)

Sienah Santos sent PHP 50,000 to you BPI/BPI Family Savings Bank account ending in 8047 via UnionBank Online. Referen
no.: UB592629

You transferred PHP 50,000 to Sienah Santos. Reference no.: UB592629. Thank you for using UnionBank Online!

C.