How to Report E-Wallet Fraud to Maya and File a Cybercrime Complaint (Philippines)

This is practical legal information for the Philippines. It is not a substitute for advice from your own lawyer.

Quick-start checklist (do these now)

Lock things down
- Change your Maya PIN/password; enable biometrics if available.
- If you used the same password elsewhere, change it there too.
- If you suspect a SIM swap or SMS interception, call your telco to suspend/replace the SIM.
Preserve evidence
- Take timestamped screenshots of transactions, reference numbers, chat/SMS/OTP logs, caller IDs, emails, links/URLs, ads/posts, and any ID or account details the scammer used.
- Export your Maya transaction history (CSV/PDF) and save to multiple locations.
- Do not wipe or factory-reset your phone or laptop.
Report to Maya (immediately)
- Use the in-app Help/Support or official channels to report “unauthorized transaction/fraud.”
- Ask for: a case/incident number, a written acknowledgment, and (if applicable) a card/wallet block and dispute filing.
- Request preservation of logs and “certification of disputed transactions” for law-enforcement use.
Report to law enforcement
- File a complaint with PNP Anti-Cybercrime Group (ACG) or NBI Cybercrime Division.
- Bring your evidence bundle and one valid ID. Ask them to assist in rapid data preservation and to issue/subpoena requests to Maya.
Escalate if needed
- If you believe Maya mishandled the complaint, use the Financial Consumer Protection escalation path to the Bangko Sentral ng Pilipinas (BSP) after you’ve tried Maya’s internal resolution.
- Consider a Data Privacy complaint with the National Privacy Commission (NPC) if your personal data was mishandled or breached.

Understanding the legal landscape

Cybercrime Prevention Act of 2012 (RA 10175). Typical charges for e-wallet scams include computer-related fraud and computer-related identity theft. The law also compels service providers to preserve computer data upon request for a minimum period (investigators know how to trigger this).
Access Devices Regulation Act (RA 8484). Covers unauthorized use of “access devices,” a term broad enough to include e-wallet credentials, card numbers, OTPs, and similar instruments.
Revised Penal Code (Estafa, Art. 315). Often paired with cybercrime when deceit caused monetary loss.
Financial Consumer Protection Act of 2022 (RA 11765). Sets duties for financial service providers (including licensed e-money issuers like Maya) on complaint handling, disclosure, and redress.
Data Privacy Act (RA 10173). Governs handling of your personal data and remedies for privacy violations.
Anti-Money Laundering Act (RA 9160, as amended). Lets authorities seek freeze orders; Maya can also file Suspicious Transaction Reports (STRs) that help trace and restrain flows.
Rules on Electronic Evidence & Cybercrime Warrants. Screenshots, device logs, SMS, and platform records are admissible if properly authenticated; investigators can obtain warrants to disclose/search/seize/intercept computer data.

Practical effect: Even if funds moved quickly, early reporting + preservation + coordinated requests to Maya and receiving institutions can freeze residual balances, obtain KYC of recipients, and build a prosecutable case.

Part I — Reporting to Maya (what to do and what to expect)

A. How to file the report

Use in-app Support (Help/Chat/Report an Issue) or official support channels described in the app.
Select “Unauthorized transaction,” “Scam,” or “Account takeover.”
Provide:
- Your full name, registered mobile/email, and government-issued ID (if requested).
- Exact transaction details: date/time (PH time), amount, reference number, counterparty name/number, channel (Send Money/QR/Transfer/Online Card), device used.
- Narrative of what happened (who contacted you, what link/app you used, where the QR came from, any remote-access apps installed, OTP or PIN prompts).
- Evidence: screenshots, SMS, call logs, chat threads, emails, links, photos, and receipts.

B. Ask for these specifically

Case/Incident Number and a written acknowledgment of your complaint.
Immediate security actions: lock the wallet, disable “send money,” block the Maya card, remove linked devices.
Transaction dispute (for card-network transactions) and trace/recall attempts for transfers (note: recalls are not guaranteed; success depends on whether funds remain).
Data preservation of relevant logs (IP/device/IMEI, session logs, KYC of recipient accounts—released to law enforcement upon proper process).
A “Certification/Letter of Disputed Transactions” listing the unauthorized entries—useful for police, NBI, prosecutor, and insurance.

C. Timelines and limitations to understand

Reversals/recalls are not automatic. Once funds post to another wallet/bank and are cashed out/spent, reversal is unlikely without a hold/freeze on the recipient’s end.
Disclosure limits. Due to privacy laws, Maya generally cannot give you the other party’s identity without a subpoena/warrant—but they can give it to law enforcement.
Card disputes. If your Maya card (physical/virtual) was used fraudulently with merchants, standard card chargeback windows apply (often 30–120 days depending on scheme/reason code). File immediately to preserve rights.

Part II — Filing a cybercrime complaint

You can go to PNP-ACG or NBI Cybercrime. Either can investigate; some people file with both to move quickly.

A. Where and who has jurisdiction

Venue: Any city/province where any element of the crime occurred (e.g., where you were when defrauded, where devices/servers are located, where money was received/cashed out).
Courts: Special Cybercrime Courts (Regional Trial Courts) handle warrants and cases.
Extraterritorial: RA 10175 allows prosecution even if elements happened partly outside the Philippines (e.g., OFW victims).

B. What to bring (evidence bundle)

1 valid government ID.
Sworn Affidavit (see template below) narrating facts in chronological order.
Annexes:
- Maya certification/acknowledgment and transaction statement.
- Screenshots of the scam (full screen with visible timestamps and URLs), SMS/calls, messenger chats, emails with headers.
- Bank/wallet receipts, Instapay/Pesonet references, QR images.
- Device details: phone model, OS version, installed remote-access apps (e.g., AnyDesk), antivirus logs, and whether biometrics/OTP were used.
- If SIM-swap suspected: telco service logs (date/time of SIM replacement or IMSI change) or a telco acknowledgment reference number.

Chain of custody tip: Put each file/screenshot in an Annex folder labeled by exhibit number. Keep originals unedited; if you must redact, keep an unredacted copy for investigators.

C. Offense mapping (common charging combinations)

Computer-related fraud (RA 10175) + Estafa (RPC) — for deceit-led transfers.
Computer-related identity theft (RA 10175) — if your name/photo/ID were used.
Access Devices fraud (RA 8484) — if credentials/OTP/card numbers were captured/used.
Qualified theft — if the offender is an insider with fiduciary access.
Data Privacy violations (RA 10173) — if a controller/processor mishandled your personal data (administrative).

D. What investigators can do (and why your early report matters)

Issue data preservation requests to Maya and other providers (statutory minimum preservation period applies).
Apply for Cybercrime Warrants to disclose/search/seize/intercept data (e.g., recipient KYC, IP logs, device identifiers).
Coordinate with AMLC for freeze orders where money remains parked.

E. Prosecutor’s process (overview)

Intake at PNP-ACG/NBI; execution of sworn complaint-affidavit and receiving of annexes.
Case build-up: subpoenas to Maya/banks/telcos; preservation; link analysis of accounts/phones/devices.
Filing with the City/Provincial Prosecutor for inquest (if suspect arrested) or preliminary investigation (if at-large).
If probable cause is found, Information is filed in court; warrants may issue.

Part III — Escalating consumer protection & privacy remedies

A. BSP escalation (Financial Consumer Protection)

Use Maya’s internal complaint pathway first.
If unresolved or you believe there’s regulatory non-compliance, escalate to BSP Consumer Assistance with: your narrative, incident/case number, copies of correspondence, and relief sought (e.g., refund for unauthorized transaction, correction of records).
Relief depends on facts, including whether the loss stemmed from system error, provider negligence, or consumer negligence. Keep your requests specific and documented.

B. NPC complaint (Data Privacy)

File if your personal data was mishandled (e.g., undisclosed breach, over-collection, failure to secure).
Ask for the Data Breach Notification (if any) and the controller’s remedial measures; include these in your NPC filing.

Part IV — Special scenarios

1) SIM-swap or OTP interception

Immediately suspend the SIM and replace in person with telco verification.
Secure your email and backup numbers (many account resets go through email).
Include telco change-SIM logs and ticket numbers in your evidence.

2) Remote-access app / screen-sharing

Uninstall the app; run a mobile security scan.
Change credentials on a clean device.
Note the app name, installation time, and who asked you to install it.

3) Fake merchant / QR tampering

Keep photos of the QR standee and location.
If it’s a QR Ph payment, investigators can trace the receiving FI and request a freeze if funds remain.

4) Card-not-present (online) use of your Maya card

Block the card in-app; file a chargeback dispute quickly.
Provide merchant descriptors, transaction dates/amounts, and proof you controlled the card.

5) Wrong recipient (honest mistake)

Report to Maya at once and request a trace/notify; recovery depends on recipient’s cooperation or legal action.
If the recipient refuses to return, that can ripen into unjust enrichment/estafa—seek police assistance.

Evidence & documentation templates

A. Affidavit of Complaint (skeleton)

AFFIDAVIT OF COMPLAINT I, [Name], Filipino, of legal age, with address at [Address], after being duly sworn, state:

I am the registered owner of Maya account no. [number/email].

On [date/time, PH time], I discovered the following unauthorized transactions totaling ₱[amount]: [list with reference numbers].

The incident happened as follows: [chronological narrative: how you were contacted, links clicked, OTP prompts, device used].

I did not authorize these transactions. I did not share my PIN/OTP/password [or explain if you were deceived and how].

I immediately reported the matter to Maya on [date/time], received Case No. [xxx], and requested [block/dispute/preservation].

Attached as Annexes “A” to “__” are true and faithful copies of transaction records, screenshots, chats, SMS, emails, call logs, device info, and Maya’s acknowledgment.

I am executing this affidavit to request investigation and prosecution for [computer-related fraud/identity theft/estafa/RA 8484, etc.]. [Signature over printed name] ID details Jurat/Subscription before administering officer or prosecutor

B. Chain-of-Custody Log (short form)

Exhibit	File name / Source	Who collected	Date/Time (PH)	Description	Storage location
A-1	2025-08-22_MayaTxn_Ref1234.png	J. Dela Cruz	22 Aug 2025 14:12	Screenshot – unauthorized send money	USB01 / Cloud folder

What Maya (and other providers) can and cannot do

Can

Lock your account/card; flag counterparties.
File STRs with AMLC; cooperate with police/NBI.
Preserve logs/records and furnish them to law enforcement on proper legal process.
Run dispute/chargeback workflows for card transactions.

Cannot (without legal process)

Disclose another user’s KYC details directly to you.
Reverse a transfer that has been withdrawn/spent.
Guarantee recovery on push payments (you initiated the transfer), unless negligence/system issues are proven.

Common pitfalls (and how to avoid them)

Paying “tracking” or “refund processing” fees to strangers—this is a second-stage scam. Only pay official fees at government offices or banks.
Editing screenshots — keep originals; annotate copies only.
Delaying your report — preservation windows run quickly; earlier is better.
Negotiating with the scammer — refer all contact to investigators.
Reusing passwords — rotate to unique, strong credentials; enable MFA/biometrics.

Civil remedies (in addition to criminal)

You may file a civil action for damages against identified offenders.
For claims up to ₱1,000,000, Small Claims may be available (no lawyer required), depending on the cause of action and parties.
Keep receipts for out-of-pocket losses (telco fees, notarization, transport) for possible recovery.

FAQs

Q: Will I get my money back? A: There is no guarantee. Recovery depends on how fast you reported, whether funds are still parked, and the facts (e.g., provider/system fault vs. social-engineering). Card chargebacks follow network rules; push transfers rely on freezes and cooperation.

Q: Do I have to go to the barangay first? A: No for criminal complaints. Barangay conciliation can apply to purely civil money claims when parties reside in the same city/municipality, but cybercrime complaints proceed directly to police/NBI/prosecutor.

Q: I was tricked into sharing an OTP—does that kill my case? A: Not necessarily. Deceit can still constitute estafa and computer-related fraud. Provide full context; investigators look at the scammer’s conduct, not just the OTP fact.

Q: I’m overseas (OFW). Can I file? A: Yes. RA 10175 allows action even if parts occurred abroad. Coordinate with NBI/PNP via relatives/attorneys-in-fact and execute a Special Power of Attorney if needed.

Final practical tips

Keep a case diary (dates/times of every step, names of agents/officers, reference numbers).
Store a master evidence zip with read-only copies; share a duplicate with the investigator.
If you hire counsel, give them your Maya case number and all annexes on Day 1.
After resolution, request Maya to restore/rectify your account records and consider changing your registered number/email.

One-page “to-Maya” request language you can reuse

“I am reporting unauthorized transactions on my Maya account [number/email] on [date/time], totaling ₱[amount] (Refs: [xxxx]). Please (1) block my wallet/card and remove linked devices, (2) file dispute/trace/recall where applicable, (3) preserve all relevant logs and records (session/IP/device/recipient KYC/communication logs), and (4) issue a written certification of disputed transactions and an incident report (Case No. [______]) for law-enforcement and prosecutor use. I will also coordinate with PNP-ACG/NBI.”

If you want, I can tailor this to your exact incident (type of scam, dates, amounts) and generate your affidavit + annex index in ready-to-print format.