03/07/2025
Yesterday, I did my grocery shopping at SM Hypermarket. I always pay using GCash or bank transfer. Before paying, I asked the cashier first if GCash was okay, and both cashiers confirmed that it was fine.
When I sent my payment (₱4,311.80), the transaction failed, so as a customer I sent it again. The second attempt was successful but I later noticed that I was double-charged (over ₱8,623.6). The cashier was very helpful and the supervisor assisted me as well. Later on, I overheard someone at the customer service counter say that there was a known problem with GCash and that everyone was aware of it except the cashier on duty.
This is not the first time this has happened to me. The first time, I waited in line for a long time, only to find out at the cashier that GCash was under maintenance.
I really hope you can put up clear warning signs at every cashier area whenever GCash is under maintenance, so that customers are properly informed and both the customers and staff can avoid unnecessary hassle.
The supervisor was not even sure what the customer should do in this situation. He told me that they could not see both transactions in their system they showed me only one receipt. I explained that I was not aware that there was a system issue, because no one informed me that GCash was not working properly on their end. Whatever the reason, it is their obligation to assist customers who have issues like this I would not waste my time complaining if it were not my money involved.
So I asked him for advice. I told him I was sure I was not the first customer to experience this, and the cashier even confirmed that it had happened before to another customer, but they did not know what happened to the money that was paid twice. I suggested to the supervisor that he make a report about this incident and take photos of my transaction history for reference, so I can follow up. I also said that I would contact GCash myself but that they should coordinate as well in case I come back for follow-up. They gave me his number (I asked for his email at first, but he said texting would be more convenient). The cashier was very helpful throughout this issue.
I know this situation does not happen every day, but it should be taken seriously to avoid problems like this in the future. I explained to the supervisor that it is not my fault as a customer and that it is my right to complain especially since this is not a small amount of money. He assisted me but advised me to return the next day (today) for follow-up. I also hope supervisors are given more training on how to handle incidents like this, so they can properly assist customers, give clear information, and advise them on what to do so customers do not end up even more worried and confused.
After this incident, I tried using GCash at Red Ribbon and my payment was successful so I think the issue is only with Gcash @ SM Hypermarket’s system.
Please note that this post is meant solely to raise awareness and provide feedback for improvement. I appreciate the efforts of those who assisted me and hope this helps avoid similar inconveniences for other customers.
ATM: still stress and trying to contact GCash regarding this😭
