I have experienced this lately so let me help you. Here’s what I did exactly. You may follow these steps to save your frustration. 

1. Prepare all these details:

✎Account number (you can find this on your receipt or rectangular slip when you first received your BDO card . It consists of 16 digit numbers. This is different from your card number that has only 12 digits.)
✎Type of card you have , example is (debit) Mastercard. You will see it on the card. The CSR will ask you that.
✎Date of the transaction you are reporting and the amount
✎Complete name and phone number

2. Call BDO customer service, 180086318000.

[Be patient coz the line is always busy. It may take 5-15 minutes. When you speak to an agent, you’ll be asked to provide and confirm some information. CSR will then advise you on what to do such as, blocking your BDO account (CSR will do it on their end .this means that once your account is blocked, you can no longer use it. this is to avoid future unauthorized transactions coz scammers now have your info. Don’t worry coz you will get a brand new card for free. So basically, all info will remain, your balance, whatever that it may be, except the number of the card. In addition, you’ll be advised to file a dispute via online or in-person. I did mine online.

3. File a dispute. Do this by filling out a dispute form online.

-Log-in to https://www.bdo.com.ph/personal/accounts.

-Under Personal>click Accounts>then find Forms.

-Once you clicked’ ‘Forms’ you’ll see what types of disputes to choose from.

-Choose Unauthorized Point-of-Sale (POS) transaction —- Assuming you’re done with this , next is to take note of the reference number, you will need this when going to the bank for your new card.

4. Go to your BDO bank (the exact branch of BDO where you received your card).

You will get an SMS/email from BDO within 5 days to notify you about the result of the investigation.

---

Here are the screenshots to help you:

Go to the website.

Click ”Online Banking” to log in. Choose ”Not Yet Enrolled: Enroll Now” if you have not registered yet.

On the left side corner of the page, find ”Personal”. Then, hover your cursor to that tab and look for ”Forms”.

Once you clicked ”forms”, you’ll be routed to a page where you can see the downloadable dispute forms and/or types of disputes.

Scroll down to find the dispute you wish to fill out. Since our topic is about unauthorized transactions, the type of dispute for that is ”Unauthorized Point-of-Sale (POS) transaction”. (This is what I selected when I processed mine.)

You may download the file and print it if you choose to file the dispute in-person (then submit it to the bank). Otherwise, select ”online report” . Filing a dispute online is faster and easier , so I’d suggest doing this way.

Upon filling out the form, make sure to have all necessary information handy. Please see the reminders below.

This is how it looks like 🡳

After submitting the form , you’ll get a pop up message like this: ”Ok to proceed with request?”

Just click Ok or Yes, then you’re good to go! You will see a message that the form was submitted successfully.

That’s it! I hope this helps!