Dear PSBank
In 2024, I applied online for a PSBank account while I was in Uruguay. I received an email regarding the account review and was asked to complete a video call to confirm my identity and the account opening. During the video call, your representative verified me and confirmed my identity after seeing me with my passport, selfie, and other required verification documents.
My account was approved and became active. I subsequently requested an ATM Mastercard, which I currently have in my possession.
The card is active and has a PIN, but I have been unable to use it since the day I received it. I first tried using the card in Uruguay, and later, when I traveled to Brazil, I also tried using it there. Unfortunately, the card did not work in Brazil either.
I am now a resident of Brazil. I also tried using the card with a digital POS service called RecargaPay, which allows tap-to-pay transactions using a mobile phone. I attempted to tap my PSBank card to my phone, but the transaction failed and displayed a message telling me to contact the bank or use another card.
I have also tried using the card directly on POS terminals in stores and restaurants, but it still does not work. At this point, the card has become practically useless to me.
For comparison, I have used my Maya and MariBank (SeaBank) cards in Brazil, and they work without any problems on POS terminals and ATMs, including contactless payments.
I have been emailing you since July regarding this issue and have repeatedly asked you to check and activate my card for POS and international transactions. I have also provided screenshots showing the failed transactions.
However, I have not received a satisfactory resolution. You informed me that I needed to confirm that the transactions were legitimate, and I have already confirmed that they are. I am the account holder, and I am contacting you using the email address registered to my PSBank account. Despite our continued communication since July, my card still does not work.
You also requested that I provide a letter formally requesting that the card be permanently unblocked, including my country of destination. I complied with this request and provided copies of my identification documents, including my passport, NBI clearance, and Uruguay ID. I also submitted the requested information and signed the letter three times using the email address registered to my account. I provided other verification details, including my date of birth, account number, and the complete card number.
Note: My NBI Certificate have my address as Brasil, because I am here living now in Brazil, and you can verify my NBI thru NBI online verification website.
I believe I have already provided more than enough information to establish that I am the legitimate account holder. My identity has already been verified through your account-opening process, video verification, passport, identification documents, registered email address, personal information, and the card itself.
Despite all of this, the issue remains unresolved after nearly three months.
Now, at the end of September, I am being asked to provide immigration stamps showing my travel entries and exits as ATTACHED.
I would like to ask: Is my Uruguay ID not sufficient to establish that I am a legal resident of Uruguay? I have also provided documentation related to my residence in Brazil. The details on these documents match my name, date of birth, and other identifying information that I have already provided to PSBank.
Why is additional documentation still being requested after months of verification?
This entire process has taken an unreasonable amount of time. Communicating only through email has made the process even longer because of the time-zone difference. Therefore, I am formally requesting a video call with a PSBank representative.
During the video call, I am willing to demonstrate in real time that the card does not work. I can show the POS terminal, attempt the transaction in front of your representative, and present my passport, identification cards, and other documents to prove that I am the legitimate cardholder.
I believe this would be a much more practical and efficient way to resolve the issue instead of continuing to request additional documents through email.
I am extremely frustrated with this situation. It is difficult to understand why my card cannot be activated or made usable despite the amount of verification and documentation I have already provided.
If PSBank cannot resolve this matter, I may have no choice but to stop using the bank and continue using other financial services such as Maya MariBank (SeaBank), and UnionBank, whose cards I have been able to use internationally without the same difficulties.
I am also considering raising this matter with the Bangko Sentral ng Pilipinas (BSP) and requesting that the appropriate authorities review my complaint, particularly regarding the prolonged verification process, the repeated requests for additional documentation, and the inability to use my PSBank ATM Mastercard internationally despite my repeated requests for assistance.
I can make online transfer from the PSbank app, but unable to use the card.
I hope PSBank will finally address this matter seriously and provide a clear resolution rather than requesting additional documents without resolving the underlying problem.
I am ready and willing to complete a video verification at any time and demonstrate the problem with the card in real time.
THIS IS TOO MUCH, MORE THAN 10 VERIFICATION DATA EXPOSED AND EVEN MY CONFIDENTIALITY AND SECURITY, WILL REFER THIS TO BPS since July and the issue not resolve.
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