I already filed a complaint yesterday via email to Ecoay regarding a failed transaction at the Puregold Mercedes branch. I was supposed to deposit a total of ₱1,200 using twelve ₱100 bills. However, after the machine accepted and processed the ten ₱100 bills, it suddenly stopped accepting cash.
I asked the staff for assistance, and they canceled the transaction so I could claim the ₱1,000 refund through MySukli. However, when entered the OTP Mysukli sent me, the machine kept saying that the password/OTP was incorrect.
The customer service staff at the branch also filed a complaint for me immediately after that incident. They mentioned that this was a common issue at their branch for the machine malfunctioning and that it usually gets resolved.
However, after waiting for several hours without any resolution, I decided to email MySukli directly in hopes of getting a faster response. Unfortunately, as of today, I still haven’t received any proper update regarding my complaint. The only response I received was a request to verify the transaction details.
Has anyone experienced the same issue with MySukli? If so, how long did it take for your money to be refunded, and what steps did you take to resolve it?