BPI Customer Care Service: A Complete, Practical Guide

Key Contact Channels and Availability

BPI operates a 24/7 Contact Center for urgent banking concerns, card blocking, and general assistance. The primary hotline is +63 2 889-10000 (commonly written as (+632) 889-10000). For domestic toll-free calls from major Philippine landlines, use 1-800-188-89100. If you are calling from overseas, dial +63 2 889-10000; international call charges will apply based on your carrier. The eight-digit hotline format has been in place since 2019, following the National Telecommunications Commission’s number expansion in Metro Manila.

Digital support is accessible through the BPI Mobile app and BPI Online. Inside the app or at https://www.bpi.com.ph, navigate to Help & Support > Contact Us to file requests, follow up on cases, or find self-service guides. BPI’s official customer support handle on X (Twitter) is @TalkToBPI, useful for non-account-specific questions; do not share personal or account data in public channels. For the most accurate fees and processing times, always refer to the Service Fees and Help pages on the official site.

• 24/7 BPI Hotline (PH/International): +63 2 889-10000
• Domestic Toll-Free (PH landlines): 1-800-188-89100
• Official website: https://www.bpi.com.ph
• Mobile app: “BPI” (iOS and Android) > Help & Support > Contact Us
• Social support (general inquiries): X (Twitter) @TalkToBPI

What to Prepare Before You Call or Chat

Have your identification ready: the full name on the account, date of birth, and the last 4 digits of the card or account number. For verification, expect to be asked about recent transactions (amounts and dates), enrolled email or mobile number, and security questions you set up during enrollment. If you’re reporting a lost or compromised card, note the time you noticed the issue, the last legitimate transaction you made, and any suspicious debits you observed.

For digital banking issues, gather device details (phone model, OS version), the app version, exact error messages, and the timestamp when the issue occurred. If you are following up on an existing case, have the case ID or reference number ready (as issued by the app, email, or agent). Providing complete details shortens average handling time and reduces the need for call-backs.

Common Requests and Exact Steps

Lost or Stolen Card, Suspected Fraud

Immediately block your card via the BPI app (Card Controls > Lock/Block) if available, then call +63 2 889-10000 to permanently block and request replacement. You will be guided to provide the last known legitimate transaction and the time you noticed the loss to help the bank determine the fraud window. Prompt reporting is critical; it limits further unauthorized use and supports your dispute case.

Ask the agent to confirm that the card is blocked and request the case reference number. For replacement and reissuance, confirm delivery or branch pick-up options and the applicable fees. Timeframes vary by location; metro areas typically receive cards faster than provincial addresses. Monitor your account via the app and report any additional unauthorized charges immediately.

Disputing a Transaction (Credit or Debit)

File disputes as soon as possible. For credit cards, you generally need to lodge the dispute within 30 days from statement date; scheme rules (Visa/Mastercard) allow investigation windows that can run 45–90 days or longer for cross-border transactions. For debit accounts, initiate the dispute as soon as the posting appears and you have confirmed it is not authorized or is erroneous.

Gather concrete details: merchant name, exact amount, date, location/channel (POS, e-commerce, ATM), and any supporting documents (emails, receipts, screenshots). Submit via the app’s Help & Support or through the hotline. Take note of your case ID; you may be asked to submit a signed dispute form for certain cases. Provisional credits are not guaranteed and depend on card scheme rules and investigation findings.

Digital Banking Access: Password Reset and Device Issues

If you’re locked out, use the Forgot Password option in the BPI app or BPI Online and follow the multi-factor prompts sent to your registered email or mobile. Ensure your registered contact details are up-to-date; outdated records are the most common cause of failed resets. If you no longer have access to your registered number or email, call +63 2 889-10000 for identity verification and profile update assistance.

For app errors, update to the latest version and try again on a stable data/Wi‑Fi connection. If the error persists, note the error code/message, the time it occurred, and any steps that trigger it. Provide these to the agent via the hotline or in-app support; it helps technical teams isolate the issue faster.

Service Levels, Fees, and Turnaround Times

Hotline assistance for card blocking, password resets, and basic account inquiries is immediate once you complete verification. Replacement cards may take several banking days depending on location and courier capacity. For disputes, domestic merchant cases often resolve faster than cross-border ones; 45–90 days is a typical window for chargeback investigations under card network rules, with complex cases taking longer.

BPI publishes fees and charges on its official website (see Service Fees at https://www.bpi.com.ph). Review applicable fees for card replacement, statement reprints, checkbooks, bank certifications, and remittances before requesting. Always ask the agent to summarize any charges and delivery timelines at the end of the call for clarity.

Branch and ATM Support

While many requests are solvable via the hotline or app, certain services require a branch visit (e.g., account opening, some profile updates, large cash transactions, notarized documents). Most branches operate on weekdays, typically between 9:00 AM and 4:30 PM; schedules can vary by location or season. Check the Branch Locator at https://www.bpi.com.ph for live hours and queue advisories before you go.

BPI maintains a large nationwide network of branches and ATMs, enabling cash withdrawals, deposits (at select machines), and cardless transactions via QR or OTP where available. For efficiency, bring a valid government ID, your account/card details, and any forms already filled out (downloadable from the website) to minimize branch time.

• Use the hotline or app for: card blocking, password resets, limit changes, basic balance/transaction questions, and dispute filing.
• Visit a branch for: account opening/closure, change in personal details requiring documents, high-value cash services, certain cashier’s checks, and notarized or certified requests.

Escalations and Formal Complaints

If you need to escalate a concern, request an escalation through the hotline or in-app support and obtain a new case reference number. Clearly state the issue, the date it started, actions already taken, and the outcome you expect (e.g., fee reversal, transaction reversal, account correction). Keep copies of all communications and screenshots; concise documentation speeds up internal review.

Should you require external recourse after exhausting the bank’s process, you may approach the Bangko Sentral ng Pilipinas (BSP) Consumer Assistance via the BSP website (https://www.bsp.gov.ph). Provide your BPI case reference and supporting evidence. Note that regulators generally expect you to attempt resolution with the bank first.

Security Best Practices When Engaging Support

BPI will never ask for your full card PIN, full CVV, or one-time passwords (OTPs). Treat unsolicited calls, emails, or messages requesting such data as suspicious—even if the caller ID appears to show an official number, as spoofing is possible. When in doubt, hang up and call +63 2 889-10000 yourself or use the in-app Contact Us to reinitiate the conversation.

Only use official channels: the BPI Mobile app and https://www.bpi.com.ph. Avoid clicking links from texts or emails; type the URL directly or use the official app. Enable transaction alerts, lock/limit controls on cards when not in use, and update your contact details so you receive OTPs and notices promptly. Fast reporting is the single most effective step to limit loss and resolve issues cleanly.