Depositors of UNO Digital Bank have sought the intervention of the Bangko Sentral ng Pilipinas (BSP) after being locked out of their accounts and unable to access their funds amid a prolonged service disruption.
In a complaint filed with the BSP’s Consumer Assistance Department, depositor Glaiza Montesines Urriza said repeated attempts to contact the bank had failed to produce a clear explanation or timeline for restoring access.
“I am writing to formally lodge a complaint against UNO Digital Bank regarding the indefinite and prolonged system outage/inaccessibility of my bank account, coupled with their failure to provide clear resolution timeline or adequate customer support,” Urriza said in a complaint she shared on social media.
She urged the BSP to direct the bank to restore account access immediately or provide an alternative mechanism allowing affected depositors to withdraw their money.
Other customers also voiced frustration over the disruption.
“UNO Digital Bank please fix ASAP!!! we have funds at #UNOready via GCash #GSave na we cannot utilize now. Ilan araw na nakakastress ha. Wala pang clear timeline,” Norman Gerona wrote on social media.
Gerona also called for a BSP investigation, warning that the disruption raised concerns about trust in digital banking.
UNO Bank said it had placed its digital banking services under unscheduled, extended maintenance after identifying technical issues on October 11 during its transition to the upgraded UNO 2.0 platform.
The bank described the maintenance as a precautionary measure and assured customers that their funds and account balances had not been affected.
In an October 14 update, UNO Bank said its mobile application was accessible again, allowing customers to view account activity, while other banking services were being restored gradually.
“We have been gradually restoring our other banking services – expected to be completed by today. We continue to closely monitor system performance and will provide updates through our official channels as restoration progresses,” the bank said.
“Protecting our customers’ funds and safeguarding their trust remain our top priorities,” it added.
UNO Bank had targeted full restoration by October 14, although its update did not confirm whether all banking services had resumed.
