A few weeks ago, I shared my experience with the customer support services of Maya and GCash after my prepaid mobile number was permanently deactivated. Since both of my accounts were tied to that number, I requested to update my mobile number and transfer all associated services.
After several weeks, here’s an update on how things have progressed.
Maya: Still No Resolution
Unfortunately, my experience with Maya has barely moved forward.
My first support ticket eventually received a response requesting that I re-submit a clearer selfie while holding my valid ID. I immediately replied to their email with the requested photo. However, after waiting for several days, nothing happened. When I checked the ticket status, I discovered that it had already been closed without resolving my request.
I then created a second support ticket around June 25. As of today, I still have not received any response.
Not wanting to give up, I submitted a third request through Maya’s support email. This time, I included everything they could possibly need:
- A handwritten request letter
- A copy of my valid ID
- A signature specimen
- A clear selfie while holding my ID
I received an acknowledgment email with a new ticket number, but since then there has been complete silence.
I also tried calling Maya’s customer service hotline hoping to speak with a live representative. Unfortunately, I was only greeted by an automated system that did not provide any option to resolve my issue or connect me with a support agent.
At this point, it feels like I’m simply waiting without knowing whether anyone is actually reviewing my request.
GCash: Better Progress, But Still Incomplete
Compared to Maya, GCash’s support has been noticeably better.
After a few days, their support team replied that they would process my request to change my registered mobile number and transfer my account services.
Two days later, my GCash wallet balance from the old account was successfully transferred to the new mobile number. That was definitely encouraging.
However, one important item was missing: my linked GCash Card.
After about a week, I received another email stating that my request had been completed and that my old mobile number had already been closed.
When I checked my account, the GCash Card was nowhere to be found.
I attempted to manually link the card again, but the system displayed an error indicating that the card was already linked to another account.
Because of this, I opened another support ticket requesting the transfer of my existing GCash Card to my new account. As of today, I am still waiting for their response.
Final Thoughts
Neither experience has been perfect.
GCash still has unfinished work to do, especially regarding the transfer of linked cards. However, they have at least made meaningful progress by transferring my wallet balance and completing most of the account migration process.
Maya, on the other hand, has been extremely disappointing. Despite submitting multiple support requests, providing every required document, and even attempting to contact their hotline, I still have no actual resolution.
Updating a mobile number should not be this difficult—especially when customers can prove ownership of their accounts through multiple forms of identification.
I sincerely hope both companies continue improving their customer support, but based on my personal experience, GCash has been more responsive, even if the process remains incomplete.
Current Status
Maya: ❌ No resolution after multiple support tickets and submitted documents.
GCash: 🟡 Partial success. Balance transferred successfully, but the linked GCash Card transfer is still pending.