LTFRB looking into complaints of unauthorized deductions charged against Grab passengers’ accounts

The Land Transportation Franchising and Regulatory Board (LTFRB) is investigating complaints of some passengers over unauthorized charges allegedly deducted by the ride-hailing platform Grab from their online accounts.

“Yesterday, or the other day, may dalawa nag-file ng formal complaint … to my knowledge,” Jay Sabale of the LTFRB communications team told GMA News Online. “We are investigating this.”

Some customers of Grab were supposedly surprised by unauthorized deductions from their online bank accounts linked to the ride-hailing service app.

The board said other passengers with similar experience should file formal complaints at LTFRB office.

Verification measures

Grab Philippines said it has partnered with different banks covering integration of payments of customers.

“Same as with other e-commerce platforms, Grab follows industry-wide verification measures, such as pre-authorization policies, to check the validity and status of credit and debit accounts used for transactions,” the transport network company said in a statement.

The bank partners supposedly have their own unique set of pre-authorization policies and reversal timelines that span from 30 to 60 days, it said.

It will investigate complaints right away, Grab said, noting that immediate actions will be made “such as, but not limited to, reversal via GrabPay Credits or coordination with banks” to address the concerns. —VDS, GMA News