Stolen CC & Unauthorized Installment Transaction
Hoping to get some insights and advice from those who've experienced something similar. I am just speechless right now and honestly clueless on how to handle this.
My mom got pick-pocketed last April 30 and it got her wallet with her IDs and her Metrobank credit card. When she got home, she asked me to help her in reporting it as stolen, she also had phone notifications on recent purchases of around 73k (Two transactions from a supermarket and a phone Merchant). We reported it right away and the customer service representative told us that a replacement will be provided in a few days and that we have to monitor if those recent transactions will be posted on her next billing statement. This was a first for us so we'd assume that an ongoing investigation has started once we've reported it. When they closed my mom's account, it would mean no access to the Metrobank App so we were unable to monitor it until the replacement arrived. Fast forward to last saturday and the replacement came, so I was able to enroll it and spot the unauthorized transactions. Of the two transactions, the phone merchant's was on an installment plan. We've followed up with the customer service just now since it did reflect in her May 2026 statement and we got transferred to an account specialist who helped us figure out our next steps.
Unfortunately they could not help in filing for a dispute on the installment transaction, she filed one for the supermarket purchase and advised us that we coordinate with the phone merchant themselves. We did not expect the reversal of this transaction to be so complex.
My concern now is who do we proceed to next? My assumption is that my mom has the right to cancel the unauthorized sale with the phone merchant so should we go there first? And hopefully we would get CCTV footage on who used my mom's card? I have my doubts on filing a police report first without anything to show for like captured images/footage on who stole and used the credit card.