Cebuana Lhuillier releases official statement on payout incident

Cebuana Lhuiller on Thursday released an official statement regarding a payout incident involving their teller at a branch in Cavite.


It reads:

One of our valued clients, Ms. Maria Carolina Enriquez Colocado, brought a remittance transaction concern to our attention last Saturday, July 4, 2015.

We have already reached out to Ms. Colocado and assured her that the matter is being addressed and undergoing due process.

We value customer feedback and we are grateful that she took the time to inform us how we can serve her better.

Thank you, Ka-Cebuana!

Cebuana Lhuillier remains committed to provide the highest standards of client service to her and all our customers."


The remittance center issued the statement, which was sent to Coolbuster.net via email, days after the customer's post went viral on social media.

In a lengthy Facebook message, Colocado narrated her unfortunate experience at a Cebuana Lhuillier branch in DasmariƱas City when she claimed a remittance from her brother who is working in Dubai.

She was supposed to receive P7,645 but the teller gave her P7,000 only.

When she checked the amount in the form, it was handwritten, so she called up Cebuana's customer service to verify the exact amount.

After Colocado reported the incident to management, Cebuana Lhuillier gave her the balance.