Customers of UNO Digital Bank have reported continued difficulties withdrawing and transferring funds more than a week after the lender temporarily shut down its mobile app, despite announcing that services had been restored.
UNO said its upgraded UNO 2.0 platform had resumed several services, including fund transfers through InstaPay and PESONet and access to UNOready@GCash.
“More UNO services are back on the UNO 2.0 app. #UNOready@GCash is now available! You can also transfer funds via InstaPay and PESONet,” the bank said in an advisory.
However, a customer identified as Ysa told Bankero that some depositors remained unable to access their money following the October 11 shutdown, which the bank attributed to its migration to the new platform.
“Many of us have been unable to withdraw our own money for over a week, and I believe this deserves public attention,” she said.
Ysa said the bank took its app offline without advance notice and later apologized. Although UNO announced the restoration of services on October 14, she said some transactions remained unresolved.
“My PESONet transfer was deducted from my account but has not reflected in my receiving account. GSave in GCash: a withdrawal showed ‘successfully processed’ after OTP, yet neither my GCash nor my UNO balance changed,” she said.
She also questioned why some accounts remained restricted without customers being notified and why incoming transfers were still permitted.
“Those who don’t manage to reach customer service may not even know their accounts are restricted. Frontline customer service staff are absorbing customers’ frustration, while UNO’s leadership has not publicly addressed the restrictions,” she said.
Ysa said she had raised the issue with the Bangko Sentral ng Pilipinas, other government agencies and media organizations.
In a separate advisory, UNO said PESONet transfers made over the weekend were beginning to be reflected from 10 a.m. on Monday, October 19, explaining that transactions initiated on weekends or holidays are processed on the next banking day.
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