Report Unauthorised Transactions in Maya Wallet (Philippines): A Practitioner-Focused Legal Guide

1. Introduction

Maya (formerly PayMaya) is an e-money issuer (EMI) supervised by the Bangko Sentral ng Pilipinas (BSP). When a consumer spots an unfamiliar charge—whether it arose from phishing, account takeover, card skimming, or device loss—swift, well-documented action is essential. This article consolidates every Philippine-specific rule, deadline, and remedy you need to know when reporting and resolving unauthorised transactions in the Maya ecosystem.

2. Governing Law & Regulation

Instrument	Key Provisions for E-Wallet Disputes
Republic Act (RA) 11765 – Financial Products and Services Consumer Protection Act (2022)	Recognises e-money as a “financial product”; mandates fair, timely complaint handling; imposes administrative, civil, and criminal penalties on providers who fail to safeguard consumers.
BSP Circular 1048 (E-Money & EMI Framework, 2019)	Requires EMIs to establish 24/7 support, dispute-resolution units, and fraud monitoring; caps consumer liability when timely notice is given.
BSP Circular 1160 (Consumer Protection Regulations, 2023)	Formalises a 15-business-day deadline to resolve simple disputes; 30 BD for complex ones; provisional credit is encouraged after 10 BD where liability is unclear.
RA 10175 – Cybercrime Prevention Act and RA 8484 – Access Devices Regulation Act	Provide criminal sanctions (imprisonment + fines) for electronic fraud, hacking, and card-related deception.
Data Privacy Act (RA 10173)	Requires secure handling of personal data during investigations; victims may complain to the National Privacy Commission if data breaches exacerbate the loss.

3. What Counts as an “Unauthorised Transaction”?

A debit, fund transfer, or purchase executed without the holder’s knowledge or consent, including where consent was vitiated by phishing or social engineering.
A transaction exceeding a pre-authorised amount.
Duplicate postings or system errors causing wrongful debits.

Important: Transactions executed by a family member or friend who knew your PIN are still “unauthorised” in Philippine jurisprudence unless you expressly gave permission.

4. Your Contract with Maya: Key Clauses

User’s Duty of Care – Protect credentials, enable device lock, and report loss within 24 hours.
Zero-Liability Window – If you notify Maya within 15 calendar days of the statement date, your liability is capped at ₱0 for proven fraud (mirrors Visa/Mastercard rules incorporated by reference).
Time-Bar for Disputes – Maya may refuse claims filed after 60 days from transaction posting; however, BSP can compel review if force majeure or disability delayed the report.
Arbitration Clause – Allows BSP-facilitated mediation before court filing; not mandatory if criminal fraud is involved.

5. Step-by-Step Reporting Procedure

Secure Your Account Immediately
- Change PIN and biometric lock.
- Enable “Freeze Account” in-app, if still accessible.
Gather Evidence
- Screenshot in-app history, SMS/email alerts, device logs, and (if card-linked) the POS slip.
- Prepare one (1) valid ID and proof of account ownership.
File the Dispute with Maya
- In-App: Support ▶ Report an Issue ▶ Unauthorised Transaction.
- Hotline: (+632) 8845-7788 (toll-free via Smart/PLDT) – obtain the Ticket Reference Number.
- Email: support@maya.ph (subject: “URGENT – Unauthorised Txn”).
- Deadline: 15 calendar days from statement or SMS receipt to invoke zero liability.
Submit a Sworn Statement (if ≥ ₱10,000)
- Maya’s Dispute Form + Notarised Affidavit of Fraud; attach police blotter for device theft cases.
Internal Review & Provisional Credit
- Within 10 BD – Maya decides whether to issue provisional credit.
- Within 15 BD (simple) / 30 BD (complex) – Final written resolution.
Escalate if Dissatisfied
- BSP Consumer Assistance Mechanism (CAM): Email consumeraffairs@bsp.gov.ph or call (02) 8708-7087.
- National Privacy Commission (NPC): If data misuse or breach is involved.
- Philippine National Police – Anti-Cybercrime Group: For criminal prosecution.

6. Investigation Outcomes & Remedies

Outcome	What It Means for You	Maya’s Obligations
Claim Approved	Full refund + reversed fees and interest; credit posted no later than the next banking day after decision.	Notify BSP monthly; retain documentation for 5 years.
Provisional Credit Only	Temporary refund while investigation continues (max 45 BD).	Must convert to permanent credit or debit the amount within the period and explain basis.
Claim Denied	Evidence shows user negligence or transaction was authorised.	Provide detailed denial letter; inform you of right to elevate to BSP/FSC.

7. Civil, Administrative & Criminal Angles

Civil Damages (Art. 2176, Civil Code) – Sue fraudster for actual & moral damages; Maya can be solidarily liable if grossly negligent.
Estafa (Art. 315, RPC) – Deceit causing property loss; prescriptive period: 15 years if amount > ₱1.2 M, otherwise 10 years.
Access Devices Fraud (RA 8484) – Up to 20 years’ imprisonment + ₱500K fine.
Administrative Penalties vs. Maya – BSP may impose up to ₱30 M per violation plus directors’ disqualification for systemic lapses.

8. Tips to Avoid Repeat Incidents

Do	Don’t
Turn on real-time transaction alerts.	Share OTPs or PINs—even with relatives.
Use device biometrics + app-level passcode.	Store passwords in plain text or chat threads.
Enrol only trusted devices; log out on shared phones.	Click links from unsolicited SMS (“smishing”).
Update OS and Maya app promptly.	Install APKs from unverified sources.

9. Frequently Asked Questions

Q 1: I missed the 15-day notice—can I still dispute? A: Yes, but zero-liability protection may not apply. File anyway; BSP looks at equities, especially if you were abroad or hospitalised.

Q 2: Will Maya pay interest on withheld funds? A: Only if the Terms & Conditions or BSP orders direct it. Typically, no interest unless delay exceeds BSP’s 30-BD cap without written justification.

Q 3: Is a police blotter mandatory? A: Required for device theft; strongly recommended for phishing to bolster criminal case, but Maya cannot refuse processing solely because it is absent.

Q 4: How long does BSP mediation take? A: Average 30–60 calendar days; settlements are embodied in a Compromise Agreement enforceable in court.

10. Conclusion

Philippine law and BSP rules give Maya Wallet users robust—but time-sensitive—protections. Report the incident within 15 days, supply documentary proof, and insist on written updates. If the provider drags its heels, escalate to the BSP or pursue criminal and civil action. Vigilance and documentation are your best allies against fraud.

Disclaimer: This guide provides general information, not legal advice. For case-specific counsel, consult a Philippine lawyer experienced in fintech and consumer protection.