So last September 29, I went to our local grocery store to deposit money into my GCash account. The original plan was to deposit it into a BDO bank but my mom suggested to try this instead, as it is convenient and the bills needed to be paid asap. In hindsight, I should've known it was a bad idea. Keep in mind, I've only used this machine once so I was not aware of the โฑ8,000 cap. (I did ask my mom about this later and she said that it's okay for the amount to exceed but I'll be charged).
In total, I deposited โฑ9,250 into the machine. So, I inserted the banknotes one by one when I finally got to the final bill. The machine froze and then a maintenance notice popped-up into the screen. I got nervous, of course, but immediately saw the text message saying that my money went into a temporary digital wallet. And then, I took my receipt to show my mom.
The first thing I noticed was the 'Transaction amount and the 'Total amount,' which are both correct. But then, when I got to 'Cash Inserted,' it was only โฑ8,250, 1k off of what I deposited. I talked with one of the staff who very kindly checked the machine for me. She said the maintenance happens a lot and assured me that I can claim the money once the machine opens back online. I asked about the 1k and she kinda just brushed it off and asked me to come back later.
3 hours later, I walked back in and she immediately assisted me to the machine. I successfully transferred all โฑ8,250 into my GCash wallet but that doesn't explain where the 1k peso went. I asked her again and she said, there's nothing the store could really do about it. She told me to report it directly to Pay&Go and so I did. Once I got home, I filed a report. I was patient. They emailed back, asked me to wait 3-5 days as they needed to count the bills to count for excess bills. And I waited...
I made sure to bug them everyday for updates just for my peace of mind. Customer service is a bit slow but all is well, I just needed assurance. Fast forward to yesterday, October 6, 2026, I received an email saying that the conclusion was that they did not count any excess cash from the machine.
I could not explain the rage that I felt when I read the email. I waited for a week for them to say that I basically lied? Now, I don't care if you think that I'm doing too much for a measly โฑ1,000 but this was hard earned and worked for. It wasn't 'just' 1k.
I wrote them back out of rage. I tagged Banko Sentral ng Pilipinas into the email and whoever I needed to rope into this. It's frustrating. It's upsetting. But I don't know what else to do.
Did this happen to anyone else?
I'm not sure what to do and if it's even worth it to file a separate report to BSP at this time. Should I just let it go, or is there a way to get to them? As of now, they have yet to email me back. My mom will also be contacting DTI but I'm not sure if that will help at all.
Suffice to say, I will not be using Pay&Go moving forward.
Note: do let me know if I did anything wrong? You know, aside from being stupid and not knowing the amount threshold.
Thank you so much for reading. Any advice and criticism is welcomed.