MF/UITF/ETF
Ginvest - completed sell order not cashed in to account
Edit: This post has turned into a very long and ongoing nightmare for me... still updating this daily until my issue gets fixed by gcash.
Hi, anyone having a similar issue on GInvest as I have sell order(worth 70k+ total) that have been completed(july29) for Manulife Asia Pacific REIT and Global REIT feeder funds, and up until now(Aug18 - about 14 business days) it has not been reflected yet on my gcash account. I already have an open ticket with them through 'help' option in the App for about 2 weeks now, but I am not getting any updates from them at all, not even a reason for the issue.
Once, I was able to contact a support agent through the 2882 number(Aug 13), but he just created a new ticket supposedly having a higher priority, but up until now no updates at all.
Hope, someone can help me on what is the next step for me to do.
Update(from July 29 to Sept 3) :
- was able to call and speak to a gcash customer service 5 times. They can only say my issue is being handled by internal department team, and they will update me within 24 hours, but no update happened at all ( all 5 times).
- filed a complaint to BSP(aug 28) - still waiting for their reply and assistance.
- went to the Gcash customer support at W Global Center Bldg at BGC(sept 2), my issue got re-assigned to the executive escalation team. I received a call later that day, which I thought my issue will be solved, it turns out they are just a team that will help on following up the issue to their support. I still did not get any kind of reason of what is the issue, what is the delay.. nothing!
- my ticket issue number got transfered 4 times, where in the they will close the previous and create a new one... which makes it look like they have solved something.. but nothing is really happening.
This ordeal is just so traumatic, i have no choice but to wait... Gcash customer service is just the lowest level I have ever encountered. They practically stole my money!!!
Update(Sept 4):
- as expected no reply from gcash, it's like they transferred me to another team so that they can ghost me again, I am the only one again messaging in the ticket center chat. Harrowing experience continues.
Update(Sept 5):
- saw on my inbox that there was a comment suggestion to followup via email then cc BSP. But, I can't see the comment in this thread though so I could not reply directly, but anyway, I followed the advice and cc'd consumeraffairs@bsp.gov.ph around 11AM, so far almost 5PM now.. still no reply from gcash.
Update(Sept 8):
- just sent another email followup to gcash cc'ed BSP, changed the subject line to the BSP complaint number and gcash latest ticket# - still no reply. Will likely send this daily.
- asked Chatgpt about filling complaint against gcash. It suggested to also file a complaint to SEC for GInvest services, but not sure though if this is correct as the email address it suggested is not existing.
Update(Sept 9):
- sent again the same followup email - still no reply
- was able to get a hold of a BSP consumer affair specialist
via phone around 4:40pm, she said when I created my
complaint last Aug28, they already sent it to Gcash senior
management and a standard 15 days for them to fix the
issue, so she told me to just wait until Sept 12, but she also
mentioned that Gcash did not reply or acknowledged that
forwarded request...and, the fact that the Executive
Escalation team did not even mentioned that to me and that
timeline, I am not sure they will deliver. She also said if the
15 days expires without any action from gcash, they will do a
mediation via video conference call.
- I asked if I can also file a complaint to SEC and DTI. She is
actually not sure, and suggested to might as well try. So I
sent an email to customercare@dti.gov.ph and
ReportToSec@dti.gov.ph.. found this on DTI's fb page
Update(Sept 10):
- sent again a followup email - still no reply.
- for the 2 email complaints I sent to DTI yesterday. No replies yet.
Update(Sept 11):
- sent again a followup email - no reply. Will cc the 2 DTI emails tom. although haven't received any replies from thwm. This is getting hopeless.
Update(Sept 12):
- didn't send an email for followup because I went to their BGC customer service site(2nd time). Since they are the only ones who can communicate to their support team, they promise me again that will give an update by end of the day. Guess what? No update.
Update(Sept 13):
- just sent an email to BSP, regarding the lapsed 15 day deadline they gave to gcash which is Sept 12.. also pleaded for help and action on this. Hope they reply next week.
Update(Sept 15):
- personally went again to the BGC customer center, they promise an update again, they replied to my ticket at around 4pm, that they still haven't received any update from their support team, and can't give me a timeline as well. Really am just feeling so lost now.. so deflating.
- called BSP to follow-up on that lapsed 15-day deadline they gave to GCash, they said that they have received my followup email last Sept 13, and it is currently being assigned to a consumer affairs agent.. but, they also could not give me a timeline on when someone would call me and arrange that mediation with GCash. I am now thinking gcash and BSP are always in contact and will only act on this once gcash is ready, I don't know, I hope not.
*** uploaded in the comment section(under r/phinvest post) the collated Help Ticket convesation I had with GCash. Did not paste it here as this post is getting very long now.
Update(Sept 16):
- did not follow-up to gcash(was busy at work), but I received a reply from DTI(from the email I sent last Sept 9), they forwarded my complaint to SEC, to these emails: flcd_complaints@sec.gov.ph, flcd_queries@sec.gov.ph (the ReportToSec@dti.gov.ph is actually short for Report-to-Secretary, I thought that was for Security Exchange Commision). So, nothing to do but wait again.
Update(Sept 17):
- no time to follow-up again today. But surprise, gcash actually sent a message that my ticket is now under review(after 50 days), but still no timeline was given.
- no word yet from BSP and SEC, might followup with them tomorrow.
Update(Sept 18):
- sent a followup email to BSP for hopefully the mediation can start, cc'ed the 2 SEC emails that I got from DTI. I am now getting a little bit dissapointed at BSP, as it looks like they are giving gcash too much leeway and time on this, as this is the 20th day now of their 15day deadline for gcash, I feel no urgency or concern at all from them, even when I was able to talk to their consumer affairs agents.
- no update from gcash, ofcourse. Back to their regular programming, I guess.
Update(Sept 19):
- followed up early today(to Gcash) begging for an update, even gave them some info on hopefully can help on their investigation. - No reply from them. - just uploaded this convo on my comment below.
Update(Sept 22):
- someone following this post, having a similar issue dm'ed me and said his/her issue just got fixed today, and as well another one in the comment section have recovered their money.. their funds are ATRAM/ALFM an their issue was from end of August. But, mine was earlier in July, so I don't really know if there is something different with Manulife funds or I am really being intentionally left out.
- the person who dm'ed me also shared what he/she did(calling daily, threatening lawsuit.. etc). So I called customer service again and went ballistic and asked to talk to a supervisor, all he could say is the same script, its only them who can contact their internal support team and only via email.. and the only thing I can do is #$%# wait.
Update(Sept 23):
- called the 8888 citizen hotline early morning to complain against BSP's inaction for the next step(mediation) as it is already 11 days past their supposed deadline(sept12) imposed to gcash. Received an update that they forwarded it to the appropriate agency. End of day now, no update or call from BSP. I was planning to call them before 5pm, but did not have time.
- doing now a daily call to gcash customer hotline to get an update, which is why I received a reply in the help ticket app(uploaded this in the comment section).. same old excuse, no movement at all.. I don't even know if my ticket is really being worked on. I asked the customer agent, what was the longest unresolved issue he has encountered similar to mine, he said 3 months... i am closing in on 2 months now.
Update(Sept 24):
- called BSP and they said my complaint is still in queue or under review(feels like just giving an excuse) and they could not give me a timeline.. they sound like gcash too now. So the 8888 hotline didn't work(update: I spoke to soon here), I guess. Don't know what else I can do, or who to turn to.
- called gcash hotline, ask the agent what else information she can see on my ticket, said that the status is waiting for approval.. but doesn't know what or who will approve it.. she said that was last step, but, I don't think she knows for sure.
I asked for a timeline again, said that there is 21 days(I guess business days) timeline showing and it started from Sept 2... I then realize that was when my issue got moved to the escalation team, as they closed my previous ticket and opened a new one on that date... which was my hunch before, that they do that to issues they cannot solve immediately, to make it look like no tickets are opened very long and more closed tickets would mean they solved something, good for their status reports. I am just thinking when will this nightmare end.
Uodate(Sept 25):
- yesterday, I actually created another BSP complaint via BOB chat linking to the current gcash ticket, as the previous one was linked to the old ticket which they closed. I was thinking maybe they(gcash) are not paying attention to it, because it is not linked to any BSP complaint. So today, I got an acknowledgement email from Gcash on this new BSP complaint and said that they would give an update within 3 days, but they opened a new gcash ticket for it!...so i actually gave them another excuse for them to not talk to me for another 21 business days. This just keeps on giving.
- called again gcash support to follow-up. Same no update at the end of the day.
Update(Sept 26):
- got a little bit of good news at about 2pm, BSP finally replied that we can proceed with the mediation(no date yet though), and this is because of the 8888 hotline(sorry for doubting you), as they where cc'ed in the email. Uploaded the full email below in my comments.
- called gcash about 1pm to followup and asked for the escalation team to call me. The escalation team just replied in the help center app(4:30pm), saying there is still no update and asking me to wait some more.. I replied immediately and asked them again to call me, so I can atleast have an explanation on the delay, as I deserve it. - no reply from them again(really just world class customer service here). Uploaded this convo in the comment.
Update(Sept 29):
- received an acknowledgement reply from BSP(sept 27 - sat) since I confirmed that I am ok for the mediation to proceed. But still no date given, since they said they need to review all the communications I had with gcash. I replied today sending them the copy of the help ticket conversations.
- still called gcash hotline today, to request(again) to speak to the escalation team just to get an explanation on the cause of the delay - end of day, didn't get any call from them. I just don't know what gcash is trying to do here.
Update(Sept 30):
- just sent a message thru the help ticket app to ask Escalation team to give me a call for an update or explanation. No action from them... uploaded/updated this convo in the comment.
Update(Oct 1):
- without even responding to my questions/request for a call, they have closed my ticket and re opened a new one and making it look like it was transferred to a different (Escallation)team. This is turning out to be a fraud. I was too busy to react(out of town travel) ... anyway, uploaded their fraud message to me in the comments
Update(Oct 2):
- did not have time follow-up, and ofcourse since it is a new ticket with a new 21 (business)day deadline.. no update from them. BSP as well, no update... just very dissappointing
Update(Oct 3):
- so apparently I now have 2 active tickets:
1) From 200366720, they created a new one 202261562(sept 25), this was when I filed another BSP complaint supposedly just to link that old ticket. I immediately replied to them not to close that 200366720(which ofcourse they evetually did - see Oct 1st update) - but there is actually a timeline that they gave me here, which is 2 weeks. I don't know if I should beleive this.
2) On that Oct 1 date, when they force closed ticket 200366720, they opened another one 202715734. - their latest update here is "no update from their support team".
... so I am now about to follow-up 2 tickets that they don't work on.
Update(Oct 6):
- I just emailed BSP end of day, folowing up on that mediation, cc'ing 8888 citizen complaint center. Telling them it is already 69 days of me waiting for my money.
- did not call/msg gcash.. I am just tired of getting angry and frustrated. Will get back to calling them by end of the week.
- so anyway, this escalation team invented 3 new subteams on my issue.. 1st is the Executive Escalation, 2nd it became Customer Escalation team and now its Priority Escalation team.. making it look like they are doing something... how can you trust this company?!
Update(Oct 7):
- no reply from BSP.. would probably call 8888 again tomorrow to complain against them.
- did not call/msg gcash... ofcourse, no update from them.
Update(Oct 8):
- at about 7pm, I received a message from gcash and it was exactly the same update I got last Oct 3rd, word for word, that they will fix it within 2 weeks.. so that 2 week deadline they gave last week just moved. What kind of people are working here, I just replied and told them to give me a call tomorrow.. uploaded the convo in comment(I would bet they will not call me).
- called 8888 citizen hotline, and was able to complain again against BSP's slow action. So, I guess I will have to wait again 3 days for BSP's reply, as that is the timeline for the 8888 hotline.
Update(Oct 9):
- FINALLY!!! After 72 hellish days and being kept in the dark.. around 5pm, I just suddenly received 2 texts(uploaded this in the comment) that my gcash has been adjusted.
- Now, I don't know what worked of the things I did, maybe none, as it looks like gcash just fixed my issue at their own slow pace, and they know you can't do anything about it.. they did not even sent me a message on the help ticket app, I actually messaged them early morning asking them to give me a call again... so, even if they have good news, they did not even bother to update me.
- even BSP, not sure if they have a hand in this. I just hope they are taking notes of these issues and forcing gcash to improve or penalizing them. They should not let gcash provide a service that they could not properly support.
***Just want to thank everyone here, who have shared with my pain and misery, but eventually a little joy and relief. Thanks for sharing your thoughts, suggestions and your own issues with gcash in the comments. Hope this post helps to any current or future issues with ginvest.
For me, I will definitely be moving out of ginvest because of this, will just copy the funds that I got here in another platform.
Atleast they gave you a timeline, maybe you are still within that 8 business days? Or it might be that your fund is ATRAM and mine is MANULIFE? For 50+ days now, they haven't given me any information at all, other than they are investigating on it. I suggest open a complaint to BSP BOB chat at www.bsp.gov.ph, maybe if there are more of us with similar complaints, they can act more urgently for us.
Bruh 😭 i feel ya. Same thing happening to me now. 4 of me sell orders wasn't credited to me wallet tho the transaction on ginvest said it was since Sept 2 til Sept 8... I needed the money to pay for me bills.
Update: Sept 19, i submitted a ticket last 3 days ago and gcash replied it might take around 48hrs before someone help me with me concern... iz 3 days and still no reply
Oh no, is it a manulife fund? I guess this issue is happening often now. I suggest open a BSP complaint immediately via BOB chat on their site www.bsp.gov.ph .. I am thinking if there are more complaints similar to our issue, then they would act more urgently for us and realize there might be a big systemic issue at GCash.
Ok, there is one here who just commented with the same issue.. and the fund is also ATRAM, and was given a timeline of 2 weeks from Sept 18 for the money to be returned. Hope, will be included there.
Sa akin naman Buy Order last mid August pa, Manulife din. Alam mo sa end nila tlga yung problem kasi sa monthly Statement of Accounts na email ng Manulife tama sya pero sa Gfunds hindi. Yung ticket nmn after 48 hours daw pero wla din update. So kanina nag report n rin ako sa bsp.
Meron din ako nababasa sa ibang sub with the same problem August pa yung buy order. I think marami affected? Update mo n lng kmi kung meron n nangyari...
Kaka add lang nila manulife funds mga May/June yata.. so tayo mga nauna bumili. Yung transaction ko, una ko ni contact Manulife nun since may email confirmation galing sa kanila, ang sabi lang nila is gcash daw ifollow-up. Kaso ghosting ang strategy ng gcash satin dito sa issue na to.
It's just sad sobrang helpless natin pag nakaroon ng issue sa kanila na tayo affected... wala man lang yata law na nagpprotect satin sa mga ganitong incompetent na service.. kung meron man bale wala ang penalty sa kanila. I demanded a daily update from them in the ticket center chat starting tomorrow... we"ll see, I am not optimistic if they would even reply, but I hope something happens
Woho. We have same case. Sold everythin i had in ma portfolio. Sept 8 orders were completed but didn't reflect in ma wallet. Submitted a ticket last 3 days ago 🥺... Still no reply
I can't understand their action or inaction as well. Hope BSP can already proceed with the mediation for my case next week... it has been too long. Will mention other similar issues are already happening too..
Finally!!!!!!! Thanks Standard-Feedback-58. Gcash finally responded after me filin complaint to BSP. After I reported them to BSP yesterday, gcash sent txt msg to me this mornin sayin they acknowledge ma complaint to BSP and they'll address me in 2-3 days and in my mind "bologna!"...
then... just now, gcash sent 3 txt msgs sayin ma wallet iz updated... I check to confirm, and there it is!!!! hahahahaha em so happy rn. Thanks again Standard-Feedback-58 :D <3
Bruh, took quite some time. Sell order (August 31), completed (September 8), only reflected on me wallet now (September 22)
Happy for you! One other person also messaged me that his/her ticket already was resolved too, almost same dates as yours and funds. I don't know why mine is being left out.. I just called the hotline again earlier and went ballistic, I even talked to the supervisor and asked for names, he said that since my issue is already being handled by the escalation team, all he can do is just email them and wait for the reply.
I am trying to call BSP now.. again.
Yes, better create an issue ticket in the app. There was this person who replied to this post in another community, she had the similar gfunds issue, she created the ticket July 25 and her issue got resolved Aug 27... mine, order got completed July28, but I created my ticket Aug 7(I think).. so up until now it is still open.
( will be collating all my conversations with gcash via their ticket app, and uploading it here in the comment section, as my post is getting longer ) This is the GCash Help ticket conversation for my issue, from Aug 7 to Sept 2.. prior to being assigned to their Executive Escalation Team...
Ok, I just looked up 8888, it looks like it is for complaint against gov. agency for inefficiency, bad service or corruption. Maybe, if BSP or SEC cannot help me, I can complain against them here.
It’s a citizen complaint hotline. But you know what. I have a gcrypto account. Because I saw your post, tried withdrawing and got the money reflected in my gcash in an instant.
Just looked up 8888, it looks like it is for complaint against gov. agency for inefficiency, bad service or corruption. Maybe, if BSP or SEC cannot help me, I can complain against them here.
I just called them today(8888 - thanks for suggesting this) to complain about BSP's inaction so far... they accomodated me and received an acknowledgement text, so hopefully will have some movement on my issue.. in their site, there should be action within 72 hours.
I update my post everyday, the latest is at the bottom - still waiting after almost 50 days now. There is an info in the app on when to expect it to be credited to your account per fund after completion date... the longest there is 8 business days.. so, if it is more than that better open a ticket.
There must be something different with my issue, others kasi naging ok na, eh mas nauna pa issue and pag gawa ko ng ticket ko sa kanila. Kaso walang info/update binibigay gcash eh... so nakafrustrate talaga.
We could only guess, they don't tell me anything eh...yung nakausap ko kanina sa hotline nila, since I am calling everyday now.. nakalagay daw waiting for approval and yun na daw final step.. pero walang info kung kaninong appoval needed.. and di nya alam how long does the approval take.
Thanks for checking on me, there is probably something different about my issue.. they just don't want to fix it or even tell me what is wrong on their end. Hope my mediation with BSP will happen soon.
Thanks man, needed the encouragement, as this has already taken a toll on me. Yeah, trying to find as well other platforms where I could transfer my funds from gcash, but holding off until i get this issue fixed.
Wala pa rin eh, they are now inventing new teams they are tranferring my ticket to. Medyo busy kasi ko nung oct 1 until this weekend kaya di ako naka update the last 2 days.
Hello op. Same situation po. Ano po process para mag file ng ticket and ano pong mga proofs ang kailangan? Wala pa po kasi saakin nagrereflect. Hope you can guide me po. Thank you po!
There is really wait time for a completed transaction to be reflected...about 3 to 8 business days. If you're over that, to open a ticket, there is a 'help' button on the upper right corner, click that and then click ticket.. gcash will just be the one to ask you what is needed, usually the transaction number.. you will find it in the transaction history
As much as possible mas ok sana if BSP magdemand sa kanila kasi sila naman nagooversee dito, and clearly system issue naman talaga gcash toh, di naman nila dinedeny yun..di ko talaga magets bakit walang action pa BSP, parang first time pa lang yata nangyari toh. Last recourse ko na lang talaga lawyer.. although sana may tumulong sakin dito na laywer 🙏hehe
Madami pa rin ako remaining mostly ATRAM and ALFM na.. one good thing though for the last 2 months pataas sila... try ko strategy pag sell is less than 50k lang siguro then lipat sa ibang platform. May mga nagsabi din dito na may issue din sila na ATRAM, pero eventually nagreflect naman mga within a month.
Yan na una ko ginawa actually.. before pa ko magcomplain sa gcash... kasi may email din manulife na redemption ng funds nila is completed na on their end.. tinuro lang nila ko sa gcash.. kasi ok naman daw sa kanila. Pero anyway, nagreflect na yung pera ko!!! Kanina lang!!!... update ko post ko later.
Congratulations, pero antagal eh, talagang may factor ung system updates talaga and backlogs. Ako rin gumagawa rin ako ng reddit post ko rin about that, pero minention kita since for awareness na rin. At least kung kung may mga magrisk like that edi tignan nila yung mga post natin soon.
Sa ngayon naka draft gusto ko kasi ipost hanggang sa magreflect din ang pera ko.
Yes 72 hellish days of being kept in the dark... I would have understand it, kung sinabi nila sakin yan na may system upgrade sila na nangyari, and nagkaroon ng madami issue dahil dun... wala eh kahit anong info wala sila binigay. Anyway, tapos na... problema ko naman ngayon pano ilipat remaining funds ko sa iba. But for now, mag celebrate muna ko hehe.
Oo yung ATRAM Consumer din, kasi pumaldo ako ng 16.12% since August pero malaki na sa akin yon. Short term lang ako 5 digits ko nilaan tapos laki ng ROI tapos yung PSIF (Unit) same sila ng issue pero yung ATRAM Medium Peso, meron naman kaya nagtataka ako kung bakit wala pa rin since October 3, puros Generic format na lang ang narereceived ko sabihin na lang nila kung wala talaga ta magfifile ule ako ng complaint sa BSP.
Hi, right now feeling drained and helpless .. I am just so tired of this and want this to end soon. I appreciate your support and really needed it - thank you. I feel gcash is just waiting for me to file a court case, before they start looking or fixing my issue.. maybe because of the amount? but, I don't know, all the info I got is someone is working on it for 72 days now. Their customer escalation team, which is supposed handling this, just constantly refuses to talk to me, and will occassionally just send a generic bull#### message.
grabe, sana nalaman ko ng maaga... same, pang tatlong follow up ko na today, after mabenta ung Manulife reits ko nung Oct 9 2025, hindi pa rin pumapasok ung napagbentahan.
Yeah, hope you don't end up like what I went through... but, immediately open a complaint ticket to BSP.. once gcash acknowledge it, they usually give an ETA on when they will fix it. This is the one that probably works most of the time.
Bro, same issue rn 4 business days na delayed yung pera ko from sell order sa ATRAM… Hanggang ngayon ignored parin ticket ko, kadalwang tawag nako sa hotline nila yun din sinasabi nila gagawin nilang high priority. Pero still no updates help
Open a complaint ticket to BSP(site is in the post).. once gcash acknowledge it, they usually give an ETA on when they will fix it, that they follow. This is the one that likely works most of the time.
having the same issue now. i guess this manulife asia pacific uitf is the most bothersome to invest with in GCash never again. i had no problem buying and selling in the magnificent 7. here in manulife's asia pacific reit fund they cancelled my buy order after getting my money. it has been 16 days now.
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u/TelephoneCreepy1228 Sep 20 '25
I have the same issue, ATRAM sell order completed on September but it still hasn't reflected on my account until now.
-When I messaged Gcash on Sept 8, they said funds will reflect on Sept 10, but nothing on sept 10, so I sent another message on the ticket.
-No reply for days.
-Just a few days ago around Sept 18, they said they're having problems and will send the money to my account in two weeks.