BSP steps in: How a young professional recovered her money in just four days

When 27-year-old HR generalist Lorriel Casabuena from Cavite accidentally lost over P15,000 through a digital wallet transaction, she thought her money was gone for good—until the Bangko Sentral ng Pilipinas (BSP) stepped in.

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On 30 January 2025, a colleague transferred P15,200 to Lorriel’s e-wallet account. But due to an error in the mobile number she provided, the money was sent to a different account, which turned out to be inactive.

“I immediately submitted a ticket through their help center, but only received automated responses from a chatbot. Then I got a generic message that they do not process refunds caused by user error,” she shared. “It was an expensive mistake and lesson learned.”