Bad Customer Service,  Standpoint

Why I Stop Patronizing Cebuana Lhuillier

Simply because they only think of business and profit. Based on my own experience, they do not recognize humane consideration. That’s as far as I am concern. Some people may have the same encounter as mine, some are not.

I remember one of their advertisement which featured by singer-actress Sarah Geronimo against other money transfer firms, bragging that they are more caring and have excellence than others. Well, that’s advertising. What do you expect from promotional tools but stating only what are their good services but not the failure of their system?

Sometimes, too strict regulations can pose dangers to others. What am I talking about?

When my son was confined at a private hospital, we are not financially prepared for that emergency so we were forced to lend some money from a relative in abroad. It was a blessing when that relative shared an amount to us.

But when I am about to withdraw the cash, Cebuana Lhuillier won’t allow me to get the money. Because that relative of us failed to include “Ma.” on my first name. I already showed to the branch cashier my identification cards, gave her the details about the sender. And when it’s not enough, I called our relative in abroad to verify again my details and so he went to the bank where he deposited the money for amendments.

Unfortunately, Cebuana Lhuillier still did not gave us the money for reasons we don’t know. Very inconsiderate of them! My sick baby was in the hospital and no one attended to him but my very old father because I need to get the money from Cebuana Lhuillier. Can you imagine how pressured I am? Thinking that I cannot have the money to buy medicines for my son added insult to an injury.

Then, my relative suggested to try withdrawing it to other money transfer firms. And it was successful, thankfully!

Cebuana Lhuillier’s tagline “Walang Kapantay Magpahalaga” may not be appropriate for them. It just raise some eyebrows.


  • Gessa

    This happens to us. My sister in US gave me $100 via xoom so we decided to claim it in Cebuana Lhuillier, unfortunately, they didn’t allow my mom to claim it due to the IDs she has. According to them they only accept those being released by Government. Oh well, luckily, in our province, Daanbantayan, CL accepted my mom’s company IDs.. I guess there are just some branches that really strict enough in claiming this kind of transactions. that time my mom really said that CL is not good in terms in this kind of transaction..

  • Nortehanon

    No experience yet with Cl specifically getting from them a money sent from abroad. With money transfers done locally, I am a fan of Smart Money. Fast, easy, and cheap 😉

  • dimaks

    signatures and photos are basic requirements for an ID. It will be hard to identify a person with just the name. But then again, I think TIN IDs are included in the listed “government issued IDs”, as what can be seen posted inside most of these money transferring agencies.

  • Gil Camporazo | RandomThoughts!

    Well, let’s not be judgmental. They have to protect the interest of their customer. They’ve the reason to do that. In fact, it’s a lesson that everyone should take seriously to be extra careful. Though your cause is very urgent. Money matters.

  • stacy

    I don;t see anything wrong with the proceedure. It is done against fraud. You relative can have it instantly corrected and the moment that he/she does you can withdraw your money na. I did that correction thing many times.

  • Cebuana Lhuillier

    We regret to learn about your unfortunate experience in one of our branches. There was no intent to inconvenience you in any way. However, to protect valued clients like you from malicious individuals, maintain the security of clients’ transactions, and uphold integrity of our company, we strictly abide by the ID regulations set by the Bangko Sentral ng Pilipinas.

    For comments and inquiries, please email, call 899-6208 (PLDT) or 728-3826 (Globelines), or text 0917-8122737(Globe) or 0918-8122737 (Smart).

    Cebuana Lhuillier Management

    • jheng

      unfortunately not all your staff is following accommodating in manner of handling clients. Some of them are rude and sarcastic, they eat and chat in front of counter dyan sa novaliches, simbahan branch nu.

  • Karen

    The security is too much..and it is being unconsiderate already! We are also customers with these valid ID’s. Everything was complete except for the wrong spelling of my surname and still they won’t release the money. This is so disgusting!

  • Avid Thinker

    I totally agree with this post. Just because of a misspelled name, we can’t get our highly needed money? We already have the control number in the first place, how can it be fraud? I hope Cebuana will change this rule. Customers are supposed to be served, not inconvenienced over such a trivial matter!

  • Padocs

    Nag sangla ako ng kwintas sa cabanatuan branch burgos st. Cebuana lhuillier 2 years ago. Unfortunately, pagka tubos ko ng kwintas, binawasan nila ito, i have evidence kase tri color un, at ung binawasan nila e may naiwan kaya alam na pinutol. Mamahalin ang kwintas ko na un galing hongkong. Kunwari pa na pipirma ka sa plastic pero papipirmahin ka muna habang ndi naka sealed ung plastic at ung alahas sa loob. Lagi ako nag sasangla ng alahas sa kanila at dahil sa nangyare na un hindi na ako mauulit. Ngayon, pang bata na lang ang aking kwintas dahil naging short na ito at hindi na kasya sa leeg ko! Mag ingat sa pag sangla ng mga alahas kase nawawalan na ito ng value pag katubos nyo.

  • Joann Antonio

    Good Day! ask ko lang if lahat ba ng Cebuana Lhuillier iisa lang may ari? well ask ko lang kasi complain ko ung Cebuana Lhuillier sa Cogeo Branch 1 yung sa tabi ng Chowking. Ganto kasi yun.. Nagpadala ang Mpmmy ko from Hongkong Kahapon feb.14, 2013 ng Umaga mga before 11am, then now ko lang nakuha kasi nasa work ako pumunta akong cebuana nung free time ko kaninang 9am feb.15, 2013 then sabi nung girl na teller mali daw control number ko kasi ung # sa iba daw nkapangalan text or call ko daw mommy ko. Since may work si mommy di agad un makakasagot sa text or call ko kaya umuwi muna ako. Nang nasa house nako tumawag si mommy sabi tama naman daw ung Control# balikan ko daw ulit kaya bumalik ako ng 1PM then pag dating ko dun mali daw talaga ung # ko sa iba daw nakapangalan di daw nya makita kasi baka na payout na. Naguluhan nako kung bakit ganun pagod nako kababalik kaya naisip ko lipat ng ibang branch pumunta ako sa Cogeo Branch 2 napaka lapit lang sa kanila ng branch 2 pero sa laking gulat ko walang tanong tanong na payout agad ung padala sakin ni mommy (HOW COME AT SA BRANCH 2 DI NAKO NAHIRAPAN?!) kaya sa inis ko binalikan ko si branch 1 ask ko sila kung bakit sakanila diko ma payout sana pala sa branch 1 nalang ako nagpunta nung umpisa palang. (MARUNONG BA MAG COMPUTER SI TELLER NG BRANCH 1? bakit ganun nangyari?)sabi ko sa isip ko. Sagot ni miss teller na DELAY LANG PO YAN nung pumunta kayo sa Branch2 dumating na pero nung nandito kayo kanina wala pa ung pera. (PANO NANGYARI YUN EH HI-TECH NA NGAYON MINUTO LANG MATANGGAP NA aGAD YUNG PADALANG PERA NOH?! AND KAHAPON PA UN PINADALA NG MOM KO ANO KAYO DELAY SUPER DELAY?) Ang kinagulat ko sumabat si lalaking semi kalbo NA TELLER DIN sarkastic ang tono sabi nya “EDI MAGANDA NAKUHA MONA ANO PANG PINUPROBLEMA MO?” (Nagpanting ang tenga ko kaya bago pako maka sagot ng di maganda umuwi nAlAng ako at dadaanin ko nalang sa feedback kung gano ka BASTOS Ang mga teller ng CEBUANA LHUILLIER COGEO BRANCH 1

  • Pedro

    I will never transact with Cebuana Lhuiller again. I can’t help but think that their policies are designed to intentionally make it difficult to claim our money. They refused to hand out the cash since the sender failed to include my second name. I had two valid ID’s and the transaction code. Hindi pa ba enough yun to establish na ako yung recipient? Siyempre they earn interest every day the money is stuck with them and they’ll even charge the sender when the name needs to be changed.

  • ameerah

    We experienced different way. We were the one who sent money locally, its kinda business…we were about to buy products we gave money to this group personally and then according to them it was not enough so we send money 4x via cebuana lhuiller that’s what they asked for. Well tomake the story short the product and the group who supposed to deliver the product didnt show up and didnt hear from them, then we want to trace them…we believed that before they can get the money 2 gov’t ids must be presented first with pic and address. But we tried our best to get those info, the cebuana lhuiller didnt give way. And asked too many docs, like police report, blotter, etc…


  • Angela

    I sent money to someone as payment for online transactions. However they wrongly used other name instead of me. I asked the employee if could they change it into mine since its for my online transaction and I want my receipt of payment be as accurate as possible so that if the receiver won’t gave me the items that I bought I can complain. Bu the employee refused to change the name and said that its alright to use other name. And also, I don’t earn any points because of the incidents. They used the other cards.

  • genelyn

    I hope they’ll improve their services. I was very disappointed with the way they implement unreasonable and inconsistent procedures such as needing to show my daughter’s registration form aside from just requiring her an I.D. Card. We went to 3 branches of Cebuana. In the first branch, they only require her to show her I.D., unfortunately we weren’t able to withdraw the money due to insufficient funds they had…forjust 20+k. So we went to other branch hoping that we’ll be able to withdraw the money but they had required for additional document…saying that it is their international regulation to require such documents! whatttt! so I said that I have not found any such regulation in their system… Napaka unreasonable po kc sa I.D. card ng anak ko nakalagay naman yong Validity…SY 2018-2019…it was so ridiculous procedure. Please Cebuana…please paki correct po ang mga ganitong procedures ninyo…I wasted sooo much time. I had the same encounter on the third branch wgere we went…no enough cash!

  • Anna

    My experience with Cebuana Robinsons Novaliches is just atrocious. The only time I received the remittance that was given to me was only ONCE out of the DOZENS of visits and their only reply is-


    May company ba na nagpapa-payday ng 17th or 23? And I would go there early. It’s ALWAYS like this. Lagi silang walang pondo and the situation yesterday just made me quit their ‘services’. It was the 7th of February and the all too familiar ‘Payday’ excuse was to be expected but I told the clerks that I just needed to receive money, the guard just gave me the slip without any further questions so I filled out the form and waited there before the guard took the slip and said-

    ‘Ay wala po ata kaming ganyang amount’

    So I asked the clerks and they said ‘Wala po kaming ganyang amount mam ubusan po kami ngayon’.

    Every. Time.

    They made me wait without even checking with me first the amount of the money I was going to collect before making me fill out the form and double check everything before telling me- ‘Oops sorry’.

    Then they told me to wait because the money MIGHT come by 6 pm. It was 12 noon! Did you expect me to waste 5 hours waiting in the facilities without any assurance that the money will arrive at that time? FFS that’s not how you do business!

    I’ll just use bank transfer instead.

  • Grace

    Weekly since May 2019 sa Matalino branch Quezon City ako ng ta transact send out and remittance, pero sa weekly na pag punta ko dun for remittance pansin ko lang na they dont give the exact amount , dine disregard nila mga centavos at kung hindi ko pa sasabihin na kulang ay hindi nila ibibigay. Nkka dismaya lang kasi sa amin mga ofw hard earned money yun kahit single centavo pa man yan . Kaya sa mga mag remit dyian demand for the exact amount.

  • Mhy

    I had different story in line with Cebuana Lhuillier and I promise to my self told all my relatives to never transact with Cebuana lalu na dito sa Santiago Isabela sa malapit sa bpi sa sa centro. My Brother in from the US sent 5000php 3 days ago. Nagpunta ako kahapon sb wala pera so bukas nlng ulit saw, nirefer p ako sa ibang branch ha pero same shit story walang pera ang Cebuana. So tinanong ko yung guard on duty na anong oras bukas sbko 7:30am ako punta nlng, sb nmn ni guard khit mga 6:20am pwede n kayo pumila mam sb nya ah okay sounds good sbko kc mghhatid ako sa School tuloy direcho na dito kako. Tapos I reached cebuana at 7:28am so I asked if open na kc open naman na pati counter nila. Sabiko magkiclaim ako mam sb agad nung teller, ay! Sbko khpon wala kayong pera ngayon wala nnman sbko lht nlng ng branch ganyan snsb. San b galing mam sb nung teller sa US mam kako 5000 lng nmn yun wala tlga kayong pera ? Kako kc hindi pwedeng hindi ko makuha ngayon yun kc my emergency kami kako pambili ng gamot. Pinipilit tlga ng teller na mas matapang pa sa customer sbko hindi pwede gawan nyo yan ng para kc pabalik pabalik n ako dito lht kayo na branch ng Cebuana ganyan lagi snsb nyo kako. Yung kapatid ko din nabiktima na pabalik balik karay karay pa mga anak na magkiclaim tapos wala kang mapapala. Kaya mula nun hindi na nagpapadala dun yung isang sister ko. Hindi ka mananalo sa teller na yun ang tapang. Tuwing magexplain k ssbhan na tama na yan itigil na yan. Gang sa may lumabas nmn na pera. Eh lintik na yan nlng binabalikan ko pamasahe palang talo na ako. Sila pa ang matatapang. Kung wala ng pera na irerelease ganun nlng? Hindi b pwedeng gawan ng paraan? Let say walang banko eh D dapat magsara sila or mag stock sila ng maraming cash. So hindi na baling kaming customer ang magsuffer ksa sobra sobra ang cash on hand nila sa branch nila at sabi nya hindi daw pwedeng sobra sobra ang pera nila na andun. Lintik na yan! Kaya I swear tlga I will never ever transact with Cebuana, ever! If I had to ask my relatives abroad Not to, I will. Kakasira ng araw!


    Pumunta ako sa isang branch ng cebuana dito sa amin. Mga bandang past 3 pm na. Nung tina transact na yung akin, sinabi ba naman ni sir na Transaction Not Found. Ha? Talaga? Double check ko yung control number baka may isang digit na kulang or mali. Tama naman.
    So sinabi ni sir na i verify ko na lang daw sa nagpadala. Nag chat ako sa papa ng anak ko sa taiwan. Ask ko kung bakit ganon tas pumunta agad sa branch doon. Tumawag sa kin yung nag process nung pera. Sabi sakin wala na daw sila pondo pag ganon na Transaction Not Found. At wag daw pumunta pag mga ganon na oras kasi no funds na daw sila. HAY!

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