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

Digital finance is not something to fear—it is something to embrace. That's why the BSP and its partners are working to make the digital landscape more secure, simpler, and more accessible to all.

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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.

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."