Bank credit-card billing errors: up to 30 days to report

For a bank-issued credit card in the Philippines, BSP rules give cardholders up to 30 calendar days from the statement date to report a billing error or discrepancy. That clock starts with the statement date, not the payment due date. The bank then has separate obligations to act on the report and investigate it.

Three deadlines, with different starting points

• Reporting the error: up to 30 calendar days from the statement date. The notice may be written, verbal or made through another documented means.
• Initial action: the bank must take action within 10 business days after receiving the notice together with the relevant documents or records, whether physical or electronic. This is not a promise of a refund within 10 business days.
• Investigation and explanation: within 90 days after receiving the notice, the bank must investigate thoroughly, make appropriate corrections to its records and send a written explanation or clarification. The rule says 90 days, not 90 business days.

What happens to collection while the amount is disputed?

The investigation, appropriate corrections and written explanation must come before action to collect the contested amount, subject to the investigation's result. The bank may still collect amounts that the cardholder has not identified as containing a billing error. Reporting one disputed charge does not suspend the entire bill or guarantee that the charge will be reversed.

These are the bank credit-card billing provisions in Section 312 of BSP's Manual of Regulations for Banks, December 2025 edition. They are not a general complaint timetable for every loan or financial product.