Quick answer

If you have been scammed through an online shop, marketplace, messaging app, or social media account in the Philippines, act immediately:

Contact the bank, card issuer, or e-wallet through its official fraud channel. Ask it to secure your account, flag the transaction as disputed, attempt to stop or trace the funds, and give you a case or reference number.
Report the seller, account, listing, and transaction to the platform. Request preservation of the account and transaction records—not merely removal of the listing.
Preserve all evidence before chats, profiles, or posts disappear.
File a report with the NBI Cybercrime Division, a regional NBI office, the PNP Anti-Cybercrime Group, or the nearest police station.
For a transaction with an online business or merchant, use the platform’s internal complaint process first. If it remains unresolved after seven calendar days, you may escalate the consumer complaint to the Department of Trade and Industry (DTI).
If the financial institution does not resolve your complaint, escalate it to the Bangko Sentral ng Pilipinas (BSP) if the institution is BSP-supervised.

These routes serve different purposes. A bank or e-wallet report may help protect the account or intercept funds; a platform complaint may disable the seller; DTI handles qualifying consumer disputes; and the NBI, PNP, and prosecutors handle possible crimes. Filing with one does not necessarily replace the others.

First priority: try to secure the money and your accounts

Call the bank, card issuer, or e-wallet using the number in its official app, website, or on the back of the card. Do not use a number supplied by the suspected scammer.

Tell the institution:

The transaction was induced by fraud or was not authorized;
The exact amount, date, time, and transaction reference number;
The recipient’s account name, number, mobile number, or wallet identifier;
Whether you disclosed an OTP, password, PIN, card details, or identification document;
Whether the scammer may still have access to your account or device; and
What action you are requesting, such as blocking access, disputing a card charge, tracing or recalling a transfer, or notifying the receiving institution.

Ask for written confirmation and a complaint reference number. Take note of the representative’s name, the time of the call, and the instructions given.

Under the Anti-Financial Account Scamming Act, covered financial institutions may temporarily hold funds involved in a disputed transaction while verification is conducted. The statutory ceiling is 30 calendar days unless a competent court grants an extension. Whether funds can actually be held or recovered depends on their location, the available information, and the applicable BSP rules; reporting does not guarantee reimbursement. (lawphil.net)

If your account may have been compromised:

Change the password using a clean, trusted device;
Sign out other sessions;
Enable multi-factor authentication;
Block or replace affected cards;
Remove unfamiliar linked devices or accounts;
Change the password of the associated email account;
Tell your mobile provider immediately if your SIM suddenly stopped working; and
Review recent transactions for other unauthorized activity.

Do not delete the scammer’s messages after blocking the account.

Preserve evidence before reporting

Save the original electronic records whenever possible. Screenshots are useful, but they should not be your only evidence.

Preserve:

The complete conversation, including dates, times, usernames, profile links, and voice messages;
The seller’s profile, page, group, storefront, listing, advertisements, and claimed business details;
Order confirmations, invoices, electronic receipts, delivery records, and tracking information;
Bank, card, or e-wallet transaction receipts and reference numbers;
The destination account number, account name, QR code, mobile number, and institution;
Emails and their full headers, if available;
Text messages showing the sender number;
URLs and shortened links without reopening suspicious pages;
Photos or videos of the item received, packaging, airway bill, and unboxing;
Your complaints to the seller, platform, courier, and financial institution;
Their replies, case numbers, and promised resolution dates; and
A short chronological account written while events are still fresh.

Export or download chats and statements where the service allows it. Keep an untouched copy and a backup. Avoid cropping out identifying information or timestamps. Do not edit, annotate, or rename the only copy of a file.

Electronic documents can be used as evidence, but authenticity, reliability, and the manner in which the record was obtained may matter. The Supreme Court’s Rules on Electronic Evidence govern electronic documents in civil, quasi-judicial, and administrative proceedings. (lawphil.net)

Report the account to the platform

Use the platform’s official reporting and dispute tools. Select the most accurate category, such as fraud, scam, counterfeit goods, impersonation, account takeover, or non-delivery.

In the report:

Identify the particular account, listing, order, and transaction;
Explain the false representation or unauthorized act;
State the amount lost and the payment destination;
Attach the most relevant evidence;
Request preservation of registration, login, message, listing, and transaction records; and
Ask for a report or ticket number.

Preserving records is important because taking down an account may stop further harm but can also make the public-facing evidence harder to retrieve. Platforms ordinarily will not disclose private subscriber information directly to a complainant; investigators may need to obtain it through the procedures allowed by law.

For covered business-to-consumer transactions, the Internet Transactions Act requires an aggrieved party to use the platform’s, marketplace’s, or e-retailer’s internal redress mechanism before filing an administrative or civil complaint. That mechanism is considered exhausted when the complaint remains unresolved for seven calendar days. (lawphil.net)

This seven-day step concerns consumer redress. It should not be treated as a reason to delay an urgent report to a bank, e-wallet, police unit, or the NBI.

File a cybercrime or criminal report

You may seek investigative assistance from:

The NBI Cybercrime Division;
An NBI regional or district office;
The PNP Anti-Cybercrime Group or its regional cybercrime unit; or
The nearest police station, which can receive the report or refer it to the appropriate cybercrime unit.

The NBI’s published procedure allows members of the public to proceed to its Cybercrime Division to file a complaint or request an investigation. The process may include a preliminary interview, a sworn complaint sheet or affidavit, submission of supporting documents, witness statements, and examination of a relevant device. The NBI lists no fee for this investigative-assistance service. (National Bureau of Investigation)

Bring:

At least one valid government-issued ID;
Printed and electronic copies of your evidence;
A chronological narrative;
Details of the suspected offender and receiving account;
Proof that you own or control the affected account;
The financial institution’s and platform’s case numbers; and
Your device, if investigators ask to examine it.

Tell the investigator if other victims are known, but do not combine unverified claims. Each victim should preserve and submit their own evidence.

A report is not itself a conviction or a guarantee that charges will be filed. Investigators must identify the responsible person and lawfully obtain supporting records. If a criminal complaint proceeds, a prosecutor generally determines whether probable cause exists to bring the case to court.

What offense may apply?

The legal classification depends on what the evidence proves.

A typical fake-sale scheme may constitute estafa by false pretenses when a person makes a fraudulent representation before or at the time money or property is obtained, the victim relies on it, and the victim suffers damage. Mere failure to deliver, a refund dispute, poor service, or an unpaid debt is not automatically criminal fraud; intent and the circumstances at the time of the transaction matter.

When an offense under the Revised Penal Code or a special law is committed through information and communications technology, Section 6 of the Cybercrime Prevention Act may apply and may raise the applicable penalty by one degree. (lawphil.net)

Other laws may apply where the facts involve:

Unauthorized access to an account or device;
Stolen card or access-device information;
Phishing or fraudulent collection of passwords and OTPs;
Identity theft or misuse of personal data;
Money-mule accounts;
Counterfeit, regulated, unsafe, or prohibited products; or
Investment, lending, or other activities regulated by a specialized agency.

Do not insist on a particular criminal charge in your narrative. State the facts accurately and let investigators and prosecutors determine the appropriate offense.

File a DTI consumer complaint when the seller is a business

DTI is an appropriate route when the dispute concerns an online merchant, e-retailer, or business selling goods or services to a consumer. Possible issues include non-delivery, misrepresentation, deceptive sales practices, defective goods, or refusal to honor a lawful repair, replacement, or refund remedy.

The Internet Transactions Act generally covers business-to-consumer and business-to-business internet transactions connected to the Philippine market. It expressly excludes consumer-to-consumer transactions. A one-off purchase from another private individual may therefore fall outside that Act, although criminal, civil, platform, or other remedies may still be available. (lawphil.net)

Before escalating, file through the platform’s or e-retailer’s internal redress process and retain proof of the filing date. If unresolved after seven calendar days, submit the complaint through the DTI Consumer CARe portal. Metro Manila complainants may also send a completed complaint form or complaint letter to consumercare@dti.gov.ph or file it in person with the DTI Fair Trade Enforcement Bureau. (Fair Trade Enforcement Bureau)

Include:

Your name and contact details;
The merchant’s name, address, contact details, and platform account;
The order and payment details;
A concise statement of what happened;
Proof that you first used the internal redress process;
Supporting records; and
The specific remedy requested, such as delivery, repair, replacement, or refund.

For covered online transactions, the law recognizes repair, replacement, refund, and other remedies where goods are defective, malfunctioning, lost without the consumer’s fault, or do not conform to a warranty or contractual obligation. The appropriate remedy depends on the facts and applicable law. (lawphil.net)

A claim for damages under the Internet Transactions Act must be brought before the court or DTI within two years from the time the cause of action arose. Other claims or crimes can have different limitation periods, so do not assume that this two-year period governs every possible case. (lawphil.net)

Escalate an unresolved bank or e-wallet complaint to the BSP

The BSP instructs consumers to complain first to the financial institution involved. If that complaint remains unresolved or was mishandled, it may be escalated through the BSP Consumer Assistance Mechanism. (Consumer Protection)

You may use the BSP Online Buddy or send the BSP’s Complaints, Inquiries and Requests form to consumeraffairs@bsp.gov.ph. Attach:

A summary of the complaint;
The remedy requested;
Your contact details;
A copy of the complaint filed with the institution;
The institution’s reply, if any; and
Supporting documents.

The BSP also lists (02) 5306-2584 as a consumer-assistance line. Current channels and instructions are available on the BSP Consumer Assistance page. (Consumer Protection)

The BSP route addresses the conduct and complaint handling of a BSP-supervised institution. It is not a substitute for a criminal report against the scammer.

If personal information was stolen or exposed

If the scam involved misuse, unauthorized disclosure, or improper processing of personal data, document what information was taken and how it was used. Secure the affected accounts and consider filing a complaint with the National Privacy Commission.

A formal NPC complaint has prescribed form and supporting requirements. A data-privacy complaint is separate from a demand for a refund or a criminal complaint for fraud.

Common mistakes that weaken a complaint

Avoid:

Waiting for repeated promises that the money will be returned;
Continuing to send “verification,” “release,” “tax,” or “processing” payments;
Sending more OTPs, passwords, IDs, selfies, or card details;
Reporting only to the social media platform;
Deleting chats after blocking the account;
Submitting cropped screenshots that omit usernames, dates, or URLs;
Publicly posting sensitive account details or unredacted IDs;
Paying someone who claims they can “hack back” or recover the funds for a fee;
Threatening, impersonating, or attempting to entrap the suspected scammer yourself;
Exaggerating facts or identifying a person without evidence; and
Treating a police blotter, platform ticket, or bank reference number as proof that a formal case has already been filed.

Be truthful about whether you authorized the payment or disclosed an OTP. Those facts may affect the financial institution’s assessment, but concealing them can damage the credibility of the entire complaint.

When help is urgent

Contact the financial institution and law enforcement without delay if:

The transfer has just occurred and the funds may still be traceable;
The scammer is actively accessing your account;
Your SIM, email, or social media account has been taken over;
Your identity documents or biometric information were obtained;
More unauthorized transactions are appearing;
The scam involves threats, blackmail, stalking, sexual images, or a child;
You are being told to receive or forward money through your account;
Multiple victims or substantial losses are involved; or
A platform, bank, or provider is about to delete or stop retaining relevant records.

If there is an immediate threat to life or physical safety, call 911 or go to the nearest police station.

A practical complaint format

Your narrative can follow this structure:

On [date and time], I saw or received [listing/message] from [account name and URL]. The person represented that [exact claim]. Relying on that representation, I sent ₱[amount] through [institution and payment method] to [recipient details], transaction reference [number]. The promised item or service was [not delivered/materially different], and the person then [blocked me/demanded another payment/stopped responding]. I reported the matter to [platform and financial institution] on [dates], under reference numbers [numbers]. I am submitting the attached records and requesting investigation and the appropriate relief.

State only what you personally know. Clearly label assumptions and information received from other people.

Frequently asked questions

Can I recover money sent voluntarily to the scammer?

Possibly, but recovery is not automatic. Prompt reporting gives the financial institutions a better opportunity to locate or temporarily hold funds that remain within the system. Recovery depends on the transfer status, available balance, verification results, contractual terms, and applicable law.

What if I gave the OTP?

Report the incident anyway and disclose that fact accurately. Sharing an OTP may affect the institution’s assessment, but it does not make deception lawful or prevent a criminal investigation.

Should I wait seven days before reporting to police?

No. The seven-day rule concerns exhaustion of the internal redress mechanism before a qualifying administrative or civil consumer complaint. It does not require a victim to postpone urgent account-security measures or a criminal report.

Can DTI handle a Facebook Marketplace purchase from a private individual?

Not always. The Internet Transactions Act excludes consumer-to-consumer transactions. If the seller was acting as an online merchant or business, DTI may be appropriate; if it was genuinely a private transaction, use the platform, payment-provider, police, NBI, and any available civil remedies.

Is a screenshot enough?

It may help, but complete records are stronger. Preserve the original chat, transaction receipt, profile URL, listing, device, and any downloadable or exported records.

Must I know the scammer’s real name?

No. Report all available identifiers, including usernames, URLs, telephone numbers, account numbers, QR codes, payment references, email addresses, and delivery details. Identification may require lawful requests to platforms and financial institutions.

Do I need a lawyer?

Not necessarily to make an initial bank, platform, DTI, police, or NBI report. Legal assistance is especially useful when the loss is substantial, several parties or jurisdictions are involved, a complaint has been dismissed, court action is contemplated, or urgent preservation or disclosure orders may be needed.

Official sources

This article provides general legal information, not legal advice for a specific case. Rights, liabilities, jurisdiction, deadlines, and available remedies can depend on the documents and facts. Official sources and procedures were last checked on 22 September 2026.