GCash says it's helping customer over account hacking

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Metro Manila (CNN Philippines, March 2) — E-wallet app GCash on Thursday said it is helping one of its customers over a suspected "account takeover," after her sentiments gained traction online.

"Gcash is aware of a complaint involving one of our customers in what is an alleged account takeover, as a result of her stolen phone," the company said in a statement.

"It is an unfortunate incident and we are taking the necessary steps to help the customer through proper investigation to resolve her case," it added.

Twitter user @hellosunchaine posted a series of tweets on Wednesday detailing her case and her appeal to fellow GCash users.

She said her phone was stolen and the thief managed to hack her accounts, including the e-wallet app where it secured two loans amounting up to P50,000.

When asked why she didn't report the account immediately, she said the e-wallet was not her "top priority" because she needed to report her stolen phone and sim first, then tried to retrieve her other email accounts.

She also warned users that the app was not "secure" and that "thieves are weaponizing their lax policies."

"#BoycottGCash," she said in a tweet. "GCash does not have your back when it comes to unauthorized loans. They will charge you for it and they will even gain from the interests."

As of posting, the Twitter user's post has gained around 16,000 likes, 4,500 retweets, 1,400 quote tweets, and over a million views.

In its statement, GCash did not address her concerns, including the appeal to boycott the app and file a complaint before the Bangko Sentral ng Pilipinas, in a bid to force the company to re-evaluate its "lax policies."

CNN Philippines has already reached out to the company for comment on the matter and will update this story once it responds.

GCash, however, reminded its customers to immediately report cases of loss and theft of mobile devices to authorities.

"At the same time, quickly proceed to https://help.gcash.com/hc/en-us, talk to Gigi and type, Stolen Phone, choose Temporarily Suspend my Lost Account, then follow the succeeding instructions. Customers may also call our hotline at 2882," it added.