GCash has defended its decision to permanently suspend the account of vlogger Jeruz Gabriel Madlangbayan, citing a violation of GCash's terms and conditions. 

The decision followed an investigation of Madlangbayan's alleged involvement in activities flagged by the Securities and Exchange Commission (SEC). 

GCash clarified its decision after the vlogger posted multiple videos on social media, alleging that his account had been frozen without prior notice.

GCash, however, debunked this, and stated that Madlangbayan was notified before his account was barred and was informed of the process for receiving his funds.

In a statement sent to Manila Bulletin, GCash said:

"We promptly reached out to Mr. Madlangbayan to clarify the reasons for suspension and immediately assisted him in the recovery of his funds. Upon thorough assessment in accordance with regulations, the violations identified no longer allows for GCash to reactivate his account."

"Throughout the investigation, we maintained transparency and communicated the results openly to Mr. Madlangbayan," the statement concluded.

According to GCash, the suspension was due to violations of the platform's terms and conditions and non-compliance with regulations on its terms and conditions. 

The fintech company explained that the investigation was aimed to protect the platform's users and maintain the integrity of its services. 

GCash is working closely with regulators to enforce guidelines to protect users and is committed to addressing any concerns within legal boundaries.  

According to GCash, Madlangbayan's name appeared in an SEC criminal complaint involving Maria Francisco Tan (MFT) Group of Companies Inc. and its officers, which prompted the actions. The SEC advisory implicated MFT, including Madlangbayan, for illegal investment-taking activities. 

Despite this, Madlangbayan denied any involvement with the company during an interview. 

"My account wasn't frozen because of this. I am not part of the said company nor an officer of the said company. This is an ongoing case, and I'm currently clearing my name," he said.

Madlangbayan clarified that after learning about the SEC criminal complaint against him, he consulted with his legal team regarding his involvement in MFT, as he considered himself a victim in the matter. He pointed out that no financial institution contacted him during the investigation, stressing, "No financial institution approached me, as I have stated, I am not part of or an officer of the said company."

While Madlangbayan confirmed that his account was used for legitimate activities, such as managing his online shop and paying bills, he expressed frustration over the lack of communication from GCash. 

"No, I was not informed of any investigation, no reason was given as to why my account was suspended," he said. Attempts to contact GCash's customer service went unanswered for over a week.

The ewallet provider, however, emphasized that throughout the investigation, it adhered to the government's regulations, which permit the freezing of accounts without prior notice to prevent potential asset transfers or the concealment of funds that could hinder ongoing investigations. 

GCash emphasized that constant communication was maintained with Madlangbayan throughout the process of suspending his account until he recovered his funds. 

GCash reiterated that the decision to suspend his account was based on violations of its terms and conditions aimed at preserving the integrity of the financial institution.

It also highlighted that disclosing specific violations or prematurely informing the account holder could compromise the investigation and violate regulatory standards. Only after the investigation was completed was Madlangbayan informed of the outcome and assisted in recovering his funds, although the reactivation of his account was no longer possible.

In response to his claim of receiving assistance from a friend, GCash said Madlangbayan went through the standard process, which included multiple communications. GCash follows formal procedures in line with company policies and regulatory mandates. He adhered to the process and was kept informed at each stage.

When asked what advice he would give other GCash users, Madlangbayan said, "For now, I am done with GCash. I felt betrayed when they suspended my account without explaining why." He added that he remains uncertain about how account holders could unfreeze suspended accounts, as his remains in limbo.

The statement from GCash sent to the Manila Bulletin reaffirmed its dedication to safeguarding its users and upholding stringent compliance measures in collaboration with national regulatory bodies. "We are committed to providing meaningful and responsive financial services for all Filipinos while ensuring that our practices align with the highest standards of regulatory compliance," the statement said.

In response to Mr. Madlangbayan urging account holders to transfer to other ewallet platforms, GCash stressed the importance of user safety and reiterated its commitment to transparent communication and adherence to regulations that protect users. The platform encouraged customers to use official channels for assistance with any account-related concerns and reminded them never to disclose sensitive information like MPINs or OTPs outside of secure GCash platforms.

GCash reiterated that its measures align with national regulations and aim to ensure user safety. The platform encouraged customers to use official channels for account-related concerns and to avoid sharing sensitive information outside secure GCash platforms. The company's help center at https://help.gcash.com remains available for further assistance.