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PNB Consumer Assistance Process

01 What to do… 02 PNB to collect… 03 PNB will…
  • Talk to the Branch Personnel – Sales and Service Head or Officer Designate.
  • You may also contact the Bank’s Customer Service through the following channels 24/7:
    Customer Care Hotline:
    • (+632) 8573-8888
    Credit Card Customer Care Hotline:
    • (+632) 8818-9818
    • 1-800-10-8189818 (Domestic Toll free)
    Online Communication (for both Domestic and Overseas):
    • Facetime – Facetime1@pnb.com.ph (iOS users)
    • Skype – @PNB_Skype1 (Android users)
    • PNB Facebook private messaging
    E-mail Addresses:
  1. Your full name and contact details
  2. Nature of concern and details* (nature of concern could be transactional, customer servicing, etc.,)
    Details of concern may include:
    • Amount of transaction
    • Date of transaction
    • Account/Card Number
  3. Processing time may vary depending on the type of concern
  4. Resolution requested (Resolution could be posting of unposted payment or fund transfer, an explanation to a questioned transaction or personnel behavior, and other applicable action which will address the concern)
  5. Other information related to the concern (if necessary)
Reminder: Do not disclose your PIN/ OTP or Password to anyone. These are not necessary for PNB to evaluate your concern.
  1. Receive and acknowledge your concerns.
  2. Record your concern through the Bank’s centralized logging tool for monitoring of status. A reference number will be provided to you.
  3. Make an initial verification of your concerns
  4. Process / resolve your concerns or coordinate with the appropriate resolving office for resolution.
  5. Provide you feedback, as applicable. (feedback may be in the form of an email, a formal letter or a phone call)
  6. Request for your feedback, if necessary.
Note: PNB is regulated by the Bangko Sentral ng Pilipinas (BSP).
BSP Webchat – https://www.bsp.gov.ph
SMS: 21582277 (for Globe subscribers only)
BSP Facebook: https://www.facebook.com/BangkoSentralng Pilipinas

Customer Care

Bank Hotline
Tel. No.: (+632) 8573 8888
Email: customercare@pnb.com.ph
PNB Cards
Tel. No.: (+632) 8818 9818
Email: pnbcreditcards@pnb.com.ph
Deposits are insured by PDIC up to P500,000 per depositor.
PNB is regulated by the Bangko Sentral ng Pilipinas
BSP Webchat - https://www.bsp.gov.ph
SMS: 021582277 (for Globe subscribers only)
BSP Facebook - https://www.facebook.com/BangkoSentralngPilipinas
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