BDO Customer Care: A Complete, Practical Guide

BDO Unibank, Inc. (BDO) is the largest bank in the Philippines by assets and network. Founded in 1968, BDO serves tens of millions of clients across retail, SME, and corporate banking. Its customer care operations support clients through phone, digital channels, and a nationwide branch footprint that, as of 2023, spans over 1,600 branches and 4,600 ATMs.

This guide explains exactly how to reach BDO Customer Care, what to prepare, which channel to use for specific issues, and how to escalate if needed. It includes direct phone numbers, addresses, timelines, and practical steps for urgent situations like card loss or suspicious transactions.

Official Channels and How to Reach Them

BDO’s primary hotline is +63 2 8631 8000 (Metro Manila: 8631-8000). This Customer Contact Center is designed for 24/7 assistance on urgent banking needs, especially card-related concerns such as lost/stolen cards, suspected fraud, and transaction disputes. For non-urgent matters, expect the agent to log a service request and provide a case reference number.

For digital support, use the BDO Online app (the current mobile banking app) or the BDO website. The official website is www.bdo.com.ph. From there, navigate to Contact Us to submit secure inquiries, locate branches/ATMs, or access product-specific FAQs. Avoid third-party or look-alike sites; BDO will never ask you to enter your username/password or OTP on non-BDO domains.

• 24/7 hotline (Customer Contact Center): +63 2 8631 8000 (Metro Manila: 8631-8000). Calls are charged by your carrier; international callers should dial with the +63 country/area code.
• Website: www.bdo.com.ph (use Contact Us for secure forms and the Branch/ATM locator for hours and locations).
• Mobile banking: BDO Online app (for in-app messages, card controls such as lock/unlock, and quick account actions).
• Mailing address for formal, written concerns: BDO Corporate Center, 7899 Makati Avenue, Makati City, Philippines.

Which Channel to Use and When

Use the phone hotline for real-time, high-impact issues: a lost or compromised card, a suspicious transaction on your account, an account access lockout, or time-sensitive requests like temporary limit changes while traveling. Phone agents can immediately block cards, verify identity, and log case investigations.

For standard service requests—updating contact details, requesting a fee reversal, changing product features, or general product inquiries—the in-app message center or website contact form is efficient. For cash transactions (deposits, withdrawals, encashments), notarized requests, or in-person ID validation, a branch visit is best; check hours via the website’s locator since mall-based branches often operate late and on weekends.

• Emergency (lost/stolen card, suspected fraud, account lockout): Call +63 2 8631 8000 immediately for card blocking and case logging.
• Routine servicing (profile updates, fee queries, statement copies): Use the BDO Online app’s secure message or www.bdo.com.ph Contact Us.
• Cash and ID-based transactions (large cash needs, notarization, passbook updates): Visit a branch; confirm hours via the branch/ATM locator on the website.

Urgent Issues: Lost/Stolen Cards and Suspicious Transactions

If your debit or credit card is lost, stolen, or compromised, call +63 2 8631 8000 at once. Ask the agent to block the card immediately; confirm that no new transactions can post. If your BDO Online app is active, you can also lock your card via in-app card controls, then call to request a permanent block and replacement.

For suspicious transactions, prepare the transaction date, amount, merchant name, and whether you still have your card in possession. The agent will log a dispute and give you a case reference number. Keep this number—it is required for follow-ups. For card-not-present fraud (e-commerce), request a replacement card with a new number and enable only the digital features you need (e.g., activate online purchases only when required).

Account Maintenance, Loans, Remittances, and Digital Banking Support

For day-to-day account servicing, you can request statement copies, interest/fee breakdowns, or balance certifications. If seeking a fee reversal, be ready to explain the circumstances (e.g., delayed credit of a deposit or system downtime). Decisions are case-specific; the agent will disclose expected timelines and documentation requirements.

Loan customers (home, auto, personal, SME) can inquire about payment schedules, payoff amounts, and restructuring options. Have your loan account number ready. For remittances, provide the remittance partner, reference number, sending date, and expected credit date. If your remittance is delayed, the agent can trace it end-to-end with the partner network.

Documentation, Identity Verification, and Case Tracking

BDO will verify you using personal information and account details. To speed up verification, have at least one valid government-issued ID, your full name and birthdate, your registered mobile number or email, and the last 3–5 transactions on the account you’re calling about. For credit cards, the last four digits of the card number are commonly requested.

For any logged concern, request and record the case reference number. Ask the agent for the service level target (e.g., number of banking days to update contact info, reverse a duplicate fee, or complete a dispute review). If you send supporting documents later (e.g., receipts, screenshots), include your case number in the subject line or message so it attaches to the same record.

Overseas Clients and Time-Zone Tips

From outside the Philippines, dial +63 2 8631 8000. The Philippines is UTC+8; calling during 7:00–11:00 AM Manila time typically avoids peak domestic traffic. International call charges apply based on your carrier; consider using a roaming plan or local VoIP solution that supports direct international dialing.

When traveling, enable international usage settings in your BDO Online app before you depart, and confirm that your registered mobile number will remain reachable for OTPs. If you lose SIM access while abroad, inform BDO so they can switch you to an alternative verification method while you process a SIM replacement with your telco.

Escalations and Complaint Handling

If an issue remains unresolved, call back with your case reference number and ask for a status update or escalation to a supervisor. Reiterate any time-sensitive impacts (e.g., travel dates, payment deadlines). For written escalations, you may send a letter to BDO Corporate Center, 7899 Makati Avenue, Makati City, Philippines, citing your case number, full name, contact details, and a clear chronology of events.

If you do not receive a resolution within the timeline committed in BDO’s acknowledgment, you may seek assistance from the Bangko Sentral ng Pilipinas (BSP) Consumer Protection framework. Visit bsp.gov.ph and navigate to the consumer assistance section to file a complaint with supporting documents. Banks are required to maintain formal complaint channels and provide clear outcomes or justified timelines.

Safety and Fraud Prevention During Support Interactions

BDO will never ask for your full password, full PIN, complete card number, or one-time passwords (OTPs) over the phone, chat, email, or social media. Share only what is necessary for verification (e.g., last four digits of your card) and never disclose OTPs. If you receive an unsolicited call or message claiming to be from the bank that pressures you to act immediately, hang up and call +63 2 8631 8000 directly.

Use only official channels: the phone number above, the BDO Online app, and the website at www.bdo.com.ph. Avoid clicking links sent by unknown senders. For social media, interact only with verified BDO pages and never post personal data publicly. If you suspect you have given information to a scammer, contact the hotline immediately to secure your accounts.

Quick Reference

Primary hotline (24/7): +63 2 8631 8000 (Metro Manila: 8631-8000). Official website: www.bdo.com.ph. Corporate address for formal letters: BDO Corporate Center, 7899 Makati Avenue, Makati City, Philippines. Always request a case reference number for any concern you raise.