(Photo from G-Xchange, Inc.)
Alberto stated that she personally went to the GCash office at the W Building on 9th Street, Bonifacio Global City, Taguig City, but her complaint remained unresolved, and she was merely issued a new ticket.
(Video from Dr. Tina Alberto)
Other customers have also visited the said office to lodge complaints about their missing money from the e-wallet.
Alberto voiced confusion on how an American Express credit card got linked to her GCash account when she did not apply for it.
Meanwhile, the Department of Information and Communications Technology (DICT) stated that based on their investigation, the GCash system was not hacked recently but rather experienced an internal glitch with the digital wallet's system.
"Based on the briefing that I got regarding this matter, the incident with GCash is not caused by external factors. It was caused by an internal glitch on the software, and that has been the result of the investigation. From what I understand, GCash is already rectifying the issue," Senator Sherwin Gatchalian, speaking on behalf of the DICT, said during marathon plenary debates in the Senate about the proposed budget for the coming year of the DICT and its attached agencies.
"But as far as the investigation goes, it's an internal glitch or an internal error that created the issue with Gcash. The good thing is that the DICT did not detect any external hacking that transpired so it's incumbent upon GCash to rectify their system," Gatchalian added, stating that the investigation's results are final unless the Central Bank of the Philippines wishes to conduct further investigation.
