How to Refund a Rejected PLDT Paid Application
If you paid your Advance Monthly Service Fee (AMSF) but your application was rejected or port facilities were unavailable, your money is likely sitting as a "credit" in PLDT's system. In 2026, automated refund forms (like MS Forms) are often unreliable.
To get your money back, you must trigger a manual refund via email and follow the "Send and Call" rule.
1. Prepare Your Document Package
PLDT’s Finance and Billing departments will not process a refund without a complete paper trail. Gather these three items:
- A Signed Refund Request Letter: Include your Account Number, Full Name, and the GCash/Maya number where the refund should be sent.
- Proof of Payment: A clear screenshot of your GCash/Maya receipt or a photo of your physical 7-Eleven/Bayad Center receipt.
- Valid Government ID: A clear photo of the front and back of the ID you used during your application.
Important: The name on your Payout Wallet (GCash/Maya) must match the name on the PLDT application.
2. The Refund Procedure
Step 1: Send the Formal Email
Email your document package to documents@pldt.com.ph.
- Subject Line:
REFUND REQUEST - [Full Name] - Account No: [Your Account Number] - Body: Keep it short. "Please find attached the requirements for a full refund of my AMSF for Account No. [X] due to [Reason]."
Step 2: The "Send and Call" Rule (Mandatory)
Sending the email is not enough. Thousands of emails hit that inbox daily. To get processed, your email must be "tagged" to your account by a representative.
- Wait 24 hours after sending your email.
- Call 171 or message @PLDT_Cares on Messenger.
- The Script: "I would like to file a refund claim. I have already sent the supporting documents to documents@pldt.com.ph. Please verify receipt and link them to my account"
- The Goal: You must get a Service Request (SR) or Ticket Number. If you don't have an SR number, your refund is not being processed.
3. Payout Timelines & Channels
Refunds are currently processed through digital wallets for speed.
| Method | Estimated Time | Reliability |
|---|---|---|
| GCash | 15–20 Business Days | Highly Recommended |
| Maya | 15–20 Business Days | Recommended (Same corporate group) |
| Bank Transfer | 30+ Business Days | Slow (Avoid if possible) |
4. Escalation Protocol
If the money is not in your wallet after 21 business days, do not keep waiting:
- Follow up via 171 using your SR Number.
- File an NTC Complaint: If no progress is made by Day 30, email
consumer@ntc.gov.phand CCdocuments@pldt.com.ph. The NTC usually forces PLDT to resolve the case within 3–5 days.
Why did this happen?
In many areas, PLDT will not perform a site survey unless the AMSF is paid first. This is common if the system flags a "high-risk" credit profile. Unfortunately, if the technician finds no available ports, your payment is already in the system.