Metrobank Online and Metrobank App Terms and Conditions

The Bangko Sentral ng Pilipinas (BSP) aims to have an integrated electronic banking and payments/settlements system to allow more consumers to complete financial transactions safely and on time. We, the Bank, and you, the Channel user, have an essential role in this endeavor.

We support the BSP’s mandate and recognize that a secure and reliable electronic banking and payments/settlements system help in improving the access and quality of financial services for the Filipino people. These are essential tools to bank swiftly, conveniently, and efficiently. They also facilitate a seamless, cost-effective, and safe transfer of payments and goods or services, which will help boost the growth of our economy. Therefore, we are extending the use of the Channels to you in support of and guided by these principles.

We are committed to maintaining the safety, integrity, and stability of the electronic banking and payments/settlement system. Once we grant you access to the Channels, like us, you become part of an electronic banking community and have to observe specific rules and standards for the protection and convenience of its members. In general, you must only use the Channels for their lawful and intended purposes. For your protection, always be truthful about the purpose and use of the Channels and transact only with legitimate and trustworthy counterparties (sender/beneficiary) with whom you are familiar. Protect your information and privacy at all times, especially your Access Codes to the Channels. Going against these standards undermines the reliability of the electronic banking and payments/settlement system.

Within this framework, this Metrobank Online and Metrobank App Terms and Conditions (“MBOTC”) outline our mutual responsibilities in using these electronic banking and payments/settlement systems.

I. INTRODUCTION

This MBOTC supplements the General Banking Terms and Conditions or any related agreement governing the Accounts (“GBTC”). Accordingly, capitalized terms used in this MBOTC will have the same meaning specified in the GBTC. In case of conflict between the GBTC and this MBOTC in terms of product and commercial features, the latter will prevail.

In this MBOTC, references to “us,” “we,” “our,” or the “Bank” mean Metropolitan Bank & Trust Company (“Metrobank”) while references to “you,” “your,” and “Customer” mean you as the user of Metrobank Online and Metrobank App (“Channels”).

By using the Channels and any of the services and products (“Services”) mentioned in the MBOTC, you are deemed to have carefully read, understood, and agreed to be bound by this MBOTC and to carry out your responsibilities specified herein. You should also secure, read, and understand any information related to the Accounts, Services, and Channels, together with studying any associated risks. You further confirm that you have considered all these and have accepted all the possible risks.

We may modify this MBOTC at any time, and any such change is deemed binding upon you upon prior notice in a manner we consider appropriate. You should also regularly check our website: www.metrobank.com.ph and www.metrobankcard.com for any changes or announcements related to your CASA deposit products, investments, secured and unsecured loans, credit cards, including its inherent products and channels, debit cards, personal loans, credit lines (herein collectively identified as “Accounts”), the Services, the Channels, or this MBOTC. Your continued use of the Services and the Channels shall constitute your acceptance of this MBOTC as amended.

II. METROBANK ONLINE AND METROBANK APP

Our Channels offer a quick, cost-efficient, simple, and secure way to do your banking. For example, with our Metrobank Online and Metrobank App, you can perform various services such as balance inquiries, fund transfers, and bills payments. A complete list of services is available on our website https://www.metrobank.com.ph/mbonline. Note that not all Services are available across all Channels. Agreement to this MBOTC means accepting all the terms for these Services.

A. NATURE OF OUR CHANNELS

1. Our Channels allow you to access and transact in respect of your eligible Accounts with us and avail of certain Services, such as but not limited to bills payments, fund or balance transfers, or purchase of load, etc.
2. By using the Channels, you also acknowledge the inherent risks associated with online transactions.
3. The Channels and Services may be unavailable from time to time due to routine maintenance, excess demand on the systems, our dependencies on our technology and telecommunications partners, or for various causes beyond our control.
4. Use of the Channels and Services may require you to provide any of the following-- Personal Identification Number (PIN), Card Verification Code (CVC), Card Verification Value (CVV), Customer/User ID, Passwords, One Time Password (OTP), authorization codes, fingerprint, facial recognition or other biometric modalities (collectively, referred to as “Access Codes”).
5. Some features of the Channels may require access to the camera, body sensors for biometrics, calendar, contacts, location, phone, SMS, storage, etc. of your computer or mobile device. Your permission is required before accessing these from your computer or mobile device.
6. Our Services may be limited to specific amounts set by law, us, or by the owner or operator of the electronic equipment or system. For example, maximum and minimum daily withdrawal amounts may vary.
7. For joint OR Accounts, you agree that the Bank may process instructions sent by anyone of the account holder through the Channels.Our Channels may have clickable links that will redirect you to a third-party page, which is an external website outside Metrobank site and beyond its control. Therefore, we are not responsible for the content or any links in the third-party website or for any loss or damage arising from your access to it.
8. By clicking the embedded links published on the Metrobank site, you consent to allow Metrobank to share personal data with its third-party partners to perform/complete any promotional or marketing activities.

B. OUR AUTHORITY

1. We may modify the scope or suspend the Services offered through or Accounts that can be enrolled in the Channels, as well as any transaction limit, fees, cut-off times, and/or actual processing time. We will endeavor to provide sufficient notice reasonable under the circumstances.
2. We may refuse to execute any instruction if: (i)you did not correctly use our Channels; (ii) the funds in the Account which you have designated, from which funds are to be used for the Channels or Service (“Source Account”) are insufficient; (iii) the authorized amount is not within the transaction limit; (iv) it was performed beyond the cut-off time; or (v) there are other circumstances beyond our control, which prevents us from implementing your instructions, despite reasonable precautions taken by us.
3. We may engage clearing switch operators, payment, clearing or settlement systems, automated clearing houses, payment intermediaries, financial institutions/correspondent bank partners or other members of the Metrobank Group, mobile wallet providers and couriers, and accredited third-party service providers, whether as independent contractors, sub-contractors or agents, (collectively, “Third Party Providers”) in connection with an Account, providing you with a Service, or your use of the Channels. However, we will not be liable for any failure, error, nonperformance, or unavailability of the Third Party Providers.
4. We may terminate, suspend, or deny your access to the Channels in case: (i) you are in breach of this MBOTC, the GBTC, or any other agreement with us; (ii) you have forgotten your Access Codes; (iii) it is required to comply with any legal or regulatory obligation, order of a competent court or our internal policies and procedures; (iv) you are insolvent, deceased, or had become legally incapacitated; (v) you mishandled or closed your Accounts; (vi) your Accounts may have been used or are being used for any fraudulent or illegal transactions or activities, such as but not limited to violation of anti-money laundering and terrorist financing laws; (vii) such action is required to protect our system from harm, including any form of denial of service attack or from viruses or malicious codes; (viii) your computer or mobile device is suspected to be jailbroken and rooted and/or on developer mode (ix) in our judgment, your continued access to the Channels may expose us to any financial, operational, legal, reputational or other risks; or (x) you have not used the Channels for more than one (1) year. Unless the law or our policies provide otherwise, we will provide you with sufficient prior notice of termination or suspension, reasonable under the circumstances.

C. INSTRUCTIONS

1. You may send instructions to avail of any of the Services using the Channels, which shall only be considered received when you receive our confirmation, or we have actually executed such instruction.
2. Your Access Codes are very important since they serve as your authorization for us to implement your instructions. Therefore, you should never share your Access Codes with anyone. Any instructions using your Access Codes shall be considered complete, irrevocable, and binding against you, your successors, beneficiaries, and/or other interested parties. Instructions are still conclusive even if you were defrauded into disclosing your Access Codes, or failed to, or were negligent in adequately securing your computer/mobile devices against malware or any kind of unauthorized access or use of the Channels. Except for verifying your instructions and authentication of your Access Codes, we are not obligated to investigate the authority of the person sending the instructions or the Access Codes unless we have a reason to do so.
3. You acknowledge that receipt of any OTP or any Access Code for your instructions will depend on factors beyond our control, such as your mobile device, internet connection, or telecommunications service provider.
4. You are responsible for ensuring the accuracy of all instructions and information when using the Channels. We may verify an instruction if we have reason to believe there is an error, fraud, or breach of security through any method we deem fit.
5. You are responsible for ensuring that you have sufficient funds in your Accounts for us to process your instructions. If you unenrolled an Account, any scheduled transaction or payment on the Account will not be processed.
6. You acknowledge and agree that some instructions may not be processed immediately as these are dependent on the time or day that such was received by Metrobank or may further be processed by a Third-Party Provider. You are also responsible for determining whether the applicable processing time is acceptable for your purposes.
7. Any instruction received after the relevant cut-off time will be treated as an instruction received on the next business day.
8. You will be solely liable for any losses, damages, penalties, or charges that will be imposed arising from the non-processing of your instruction due to insufficient funds, closed or dormant Account/s, or a court or regulatory order, which effectively prohibits any transaction to your Accounts.
9. We may, at any time, cancel or refuse to execute any instruction based on our reasonable judgment without incurring any liability. We will endeavor to provide you with sufficient notice, likely under the circumstances.
10. You will immediately notify us if you receive any information through the Channels which was not intended for you. You will also delete such information and keep the same confidential.
11. You authorize us to debit any of your Accounts for fees and charges applicable to the specific product or Services you availed using our Channels. We will not execute your instructions if insufficient funds are in your Account/s for the said fees and charges.
12. You recognize that the Channels, other materials, or information provided to you and all rights, trademarks, and interests contained therein belong to us or Third Party Providers.
13. Except for manifest error, you agree that our records of any instruction processed through the Channels are final, conclusive, and binding to you.
14. Metrobank will comply with its obligations following regulatory requirements and the standards and generally recognized banking industry practices.

Please check our website: https://www.metrobank.com.ph & www.metrobankcard.com, or our various communication channels to access the latest information on our Channels, Products, and Services, as well as the relevant fees and charges (https://www.metrobank.com.ph/articles/rates-and-fees and https://metrobankcard.com/cards/compare-all).

D. INSTAPAY/PESONET

For InstaPay and PESONet, you understand and agree to the following:

1. DEFINITIONS

a. “Automated Clearing House (ACH)” - a multilateral agreement among ACH participants governing the clearing and settlement of payment orders for specific payment streams operating under the National Retail Payment System (NRPS) consisting of the InstaPay and PESONet credit payment schemes:

i. “InstaPay”- a real-time low-value electronic fund transfer (“EFT”) credit push payment scheme.
ii. “PESONet”- a batch EFT credit payment scheme whereby the funds transfer instructions will be processed in bulk and cleared at batch intervals. The recipient of funds or Beneficiary will then receive the total value in their account within the same banking day, provided the payment instruction of the Sender is sent within the prescribed cut-off time/s.

b. “Beneficiary” -the receiving party identified by the Sender of funds in the Interbank Fund Transfer Instruction

c. “Beneficiary Account”- the account maintained with the Receiving Institution that is identified by the Sender as the account to be credited with the amount specified in the Interbank Fund Transfer Instruction

d. “InstaPay QR”- a feature that enables the transfer of money between accounts in different banks and e-wallets by scanning a QR code instead of typing and sharing account numbers. It follows the QR Ph standard.

e. “Interbank Fund Transfer Instruction or IBFT Instructions”-the Instruction submitted or entered by the Sender in the Channels to transfer funds from the Source Account for credit by the Receiving Institution to the Beneficiary Account

f. “Sender”- the party initiating the IBFT Instruction through the Originating Institution to transfer funds from his/her/its identified Source Account to the Beneficiary Account

g. “Source Account” – the account maintained by the Sender with the Originating Institution, which is identified by the Sender as the account to be debited with the amount specified in the IBTF Instruction

2. CONDITIONS OF USE

You further agree to the following conditions:

a. The use of InstaPay and PESONet is subject to change and enhancements by the ACH or the Bank’s own system enhancements.

b. All transactions completed through InstaPay are real-time, irreversible, and considered final and binding against you.

c. We have the right to unilaterally disable/enable the InstaPay or PESONet service or disable/enable sending to or receiving from certain InstaPay or PESONet participants in case such action is required for security purposes or system enhancements or for any other justifiable reasons. We will provide you with such notices reasonable under the circumstances.

d. InstaPay or PESONet transactions are subject to cut-off, processing times, transaction limits, and fees, which may be amended from time to time, subject only to the Bank’s policy and reasonable prior notice. You further authorize us to automatically deduct the fees from the Source Account on top of the amount indicated in the IBFT Instructions.

e. You agree to fully cooperate in case of any investigation related to your IBFT transaction and provide the necessary documents and testimonies as we may require.

f. Before sending any IBFT Instruction, you must carefully read and consider related service advisories provided by us.

g. You, as a Sender, agree that it is your sole responsibility to ensure that all the details entered into the IBFT Instruction are complete and accurate. This applies to all IBFT instructions via manual input or InstaPay QR to (i) pay peers; (ii)pay merchant; and (iii) pay biller

h. You acknowledge that for implementing an IBFT Instruction for peer-to-peer transfers, the account number is only sufficient to be consistent with the specified Beneficiary Account.

i. You further understand that we are not a party to any agreement between you and the Beneficiary, Merchants, or Billers in connection with the IBFT Instruction. As such, in the absence of gross negligence and willful misconduct, we have no obligation or liability if: i. funds were not transferred to the Beneficiary Account due to insufficient funds or erroneous or invalid account numbers or details; ii. there was an overpayment or insufficient funds transferred to the Beneficiary Account; or iii. there was any wrongful payment since you did not receive the item you paid for. iv. there was a scam/sale of defective products/services by the merchant you paid.

j. In case of insufficient funds in the Source Account or should there be any discrepancies or issues with the IBFT Instruction (such as, but not limited to, incorrect amount or wrong beneficiary), you agree to coordinate directly with the Beneficiary to settle the amount due.

k. Upon authorizing the IBFT instruction, you agree to hold free and harmless and indemnify us for any expense, loss, or damage incurred by us due to our reliance on the information provided or for acting upon your IBFT Instruction.

E. CUSTOMER CARE AND LIABILITY

a. We will endeavor to resolve issues and claims, reasonably, timely, and efficiently. You agree to cooperate with us and provide us with the necessary information to resolve any issue or complaint. Subject to existing laws and our policies, we will provide you with the results of our investigation. For any questions or concerns, you may reach us through the following points of contact:

• 24x7 Customer Hotline: (632) 88700-700
• 24x7 Domestic Toll-free No: 1-800-1888-5775
• E-mail: customercare@metrobank.com.ph, customerservice@metrobankcard.com
• Website: https://metrobank.com.ph/home, https://www.metrobankcard.com
• Social Media:
  • Facebook Page: https://www.facebook.com/metrobank, https://www.facebook.com/metrobankcardph
  • Twitter: @Metrobank, @metrobankcardph
  • Instagram: @metrobank, @metrobankcardph

Metrobank is regulated by the Bangko Sentral ng Pilipinas (https://www.bsp.gov.ph).

b. In case of disputes arising from erroneous handling of unauthorized transactions, the Bank will investigate and provide you with a fair opportunity to present your allegations and evidence.

c. We acknowledge our responsibility to exercise the highest degree of diligence and good faith in performing our obligations to you. Accordingly, we will abide by any final adjudication by a court of competent jurisdiction if we are proven and found to have acted otherwise.

III. CHANNELS LIFECYCLE

A. SIGN UP

B. USE OF CHANNELS

1. Updating of Contact Information
   
2. Account Maintenance
   
3. Login credentials/ access codes
   
4. Authorized browsers/ devices
   
5. Performing transactions
   
6. Maintenance of Channels
   
7. Others
   

C. MONITORING AND RECONCILIATION OF TRANSACTIONS

D. TERMINATION OF ACCESS/ DECOMMISSIONING OF CHANNELS

Thank you for choosing Metropolitan Bank & Trust Co. (“Metrobank” or “The Bank”) for your banking needs. We always strive to be your trusted partner by delivering meaningful financial products and services.  

Our goal is to provide you with an online banking platform that allows you to do financial transactions securely, anytime, using any device.  

Once we grant you access to Metrobank Online, you have to observe specific rules and standards for the protection of your account and the Bank. In general, you must only use Metrobank Online for its lawful and intended purposes. For your protection, always be truthful about the purpose and use of Metrobank Online and transact only with legitimate and trustworthy counterparties (sender/beneficiary) with whom you are familiar with. Protect your information and privacy at all times, especially your login credentials and authentication codes such as your PIN or OTP. Going against these standards undermines the reliability of the electronic banking and payments/settlement system.   

This Metrobank Online Terms and Conditions (“MBOTC”) outlines our shared responsibilities in using these electronic banking and payments/settlement systems for our mutual benefit and protection.  

1. INTRODUCTION
   

   This MBOTC supplements the General Banking Terms and Conditions (“GBTC”), the relevant Product Terms and Conditions (“PTC”) governing the Accounts and Digital Wallet Addendum. Accordingly, unless specified here, capitalized terms used in this MBOTC will have the same meaning as those used in the GBTC or PTC. In case of conflict between the GBTC, PTC, and this MBOTC regarding product and commercial features, the latter will prevail. 

   In this MBOTC, references to “us,” “we,” “our,” or the “Bank” mean Metropolitan Bank & Trust Company (“Metrobank”), while references to “you,” “your,” and “Customer” mean you as the user of Metrobank Online and Metrobank App (“Metrobank Online”).   

   By accessing and availing of any services and products offered through Metrobank Online, you are deemed to have carefully read, understood, and agreed to be bound by this MBOTC and to carry out your responsibilities specified herein. You should also secure, read, and understand any information related to the Accounts, Services, and Channels and study any associated risks. You further confirm that you have considered all these and have accepted all the possible risks. 

   We may modify this MBOTC as needed. We will notify you of any changes through the appropriate communication channels sixty (60) days before implementing them unless the Bangko Sentral ng Pilipinas (BSP), applicable law, rules, or regulations prescribe a different period. You should also regularly check our website: https://www.metrobank.com.ph and https://www.metrobankcard.com for any changes or announcements related to your Accounts, Services, Channels, or this MBOTC. Your continued use of Metrobank Online shall also mean your acceptance of the amended MBOTC. However, if you do not agree to the changes or fail to receive any notice, you may terminate the use of Metrobank Online by deleting your Metrobank Online profile. 

2. METROBANK ONLINE 
   1. Metrobank Online is a Channel that offers a quick, cost-effective simple, and secure way to bank whenever through a web browser or mobile device. You can access your Accounts and perform various banking transactions, including but not limited to balance inquiries, cardless withdrawals, fund transfers, bills payments, checkbook reorders, time deposits, and unit investment trust funds (UITF) investments and such other products or services as we may determine from time to time.  
   2. A complete list of products and services offered by Metrobank Online is available on our website: https://www.metrobank.com.ph  
   3. Metrobank Online and Metrobank App are available to individual Customers with eligible peso or foreign currency deposit accounts for personal use or with a Metrobank credit card.  
   4. If you have a joint “AND” or an In Trust For (ITF) account, you may only use Metrobank Online for balance inquiry and transaction history. For joint “OR” Accounts, you agree that we may process instructions sent by any of the account holders and that all transactions using Metrobank Online are presumed to be made with the consent of all the joint depositors. You are jointly and solidarily liable for all transactions made by any of your joint depositors.  
3. IN GENERAL 
   1. Before enrolling in Metrobank Online, you should read and understand the information on its benefits, applicable features, and possible risks. By using Metrobank Online, you also agree to the applicable terms and conditions governing the relevant product and services, fees, transaction limits, cut-off periods, and processing times.  
   2. We can control, modify, suspend, discontinue, or restrict the scope of the services or products offered through or the Accounts that can be enrolled in Metrobank Online and any transaction limit, fees, cut-off times, and/or actual processing time at any time. We will endeavor to provide sufficient reasonable notice under the circumstances. 
   3. You should be mindful of the limits, fees, cut-offs, and processing times for your transactions. We shall not be liable for any losses, claims, or damages of any kind in connection with any delay or failure to process your transaction due to cut-off or processing times. Any instructions received after the cut-off times, during weekends or holidays will be processed the next banking day. 
   4. You acknowledge and accept the inherent risks associated with online banking. While we have systems and processes to safeguard your Accounts, you are solely responsible for securing your internet connection, computer, and mobile devices where Metrobank Online is installed to mitigate these risks and prevent unauthorized use. Moreover, you should always ensure that you only access the official website and application of Metrobank Online when performing online banking transactions.  
   5. We may also engage clearing switch operators, payment, clearing, or settlement systems, automated clearing houses, payment intermediaries, financial institutions/correspondent bank partners or other members of the Metrobank Group, mobile wallet providers and couriers, and accredited third-party service providers, whether as independent contractors, sub-contractors or agents, (collectively, “Third Party Providers”) in connection with your use of Metrobank Online.  These Third Party Providers are required to comply with our information handling and security standards.       
   6. Metrobank Online is available 24 hours a day, seven days a week. However, there are times when Metrobank Online or any of the products or services offered therein may be unavailable due to routine maintenance, network issues, system upgrades, downtimes, excess demand on our systems, our dependencies on technology and/or telecommunications partners, or Third-Party Providers, or for various causes beyond our reasonable control. For you to plan or make alternative banking arrangements, we will provide you with sufficient notice of any unavailability or issues affecting Metrobank Online.  
   7. You agree that we shall not be liable for any delay, or failure to perform any of our obligations, and any losses, damages, claims, arising from, or in connection with the unavailability of Metrobank Online for causes beyond our reasonable control, scheduled or announced system maintenance or downtimes. 
   8. You represent, warrant, and undertake to use Metrobank Online only for its intended purpose, which is to perform legitimate banking transactions. You shall not or permit anyone to use your Metrobank Online profile and access your Account for any reason as you shall always be responsible for any access and use of Metrobank Online. You agree to hold us free and harmless, and to indemnify us against any losses, claims, or damages that may arise due to others accessing and using your Metrobank Online profile. This includes cases where access was granted with your knowledge or consent, or as a result of your actions, inaction, negligence, or failure to exercise due diligence. 
   9. For real-time payments or fund transfers, you understand and agree that once the transaction is authenticated and authorized, it is immediately processed within seconds. If a completed transaction turns out to be fraudulent or erroneous, we cannot guarantee recovery of funds as it will be subject to availability of funds and the policies of the receiving bank. 
   10. You have obligation to inform us of any changes or circumstances that might affect your Account or your use of Metrobank Online. 
   11. You will immediately notify us if you receive any information through Metrobank Online that was not intended for you, delete such information, and keep it confidential. 
   12. We will issue regular updates to help ensure that Metrobank Online functions seamlessly and securely. You must agree to these updates to enjoy the new features and get the latest security patches, among others. If you fail to do so, you might be exposed to vulnerabilities that could put your data at risk. 
   13. It is your responsibility to ensure that your Account is active and sufficiently funded for current or scheduled transactions, including the relevant fees, to avoid any failed transactions and/or penalties. You understand that we cannot proceed if the Account is dormant, on hold, or if there are insufficient funds to cover the transaction and the applicable fees. You shall be liable for any resulting charges or penalties from unsuccessful transactions due to insufficient funds or any restrictions to the Account.   
   14. You further authorize us to debit any of your Accounts for fees and charges applicable to the specific product or services you availed through Metrobank Online and penalties, if any. 
   15. You agree that your access and use of Metrobank Online are subject to your compliance with our instructions and policies.  

   Please check our website: https://www.metrobank.com.ph & www.metrobankcard.com, or our various communication channels to access the latest information on Metrobank Online, as well as the relevant fees and charges (https://www.metrobank.com.ph/articles/rates-and-fees and https://metrobankcard.com/cards/compare-all). 

4. ENROLMENT AND LOGIN CREDENTIALS 
   1. You should use your own personal information and contact details when enrolling or creating a profile in Metrobank Online. The use of another person’s details is strictly prohibited and may result in the rejection of your enrollment or the deactivation of your Metrobank Online profile, without prejudice to any legal action we make take against you.  
   2. Your enrollment and access to Metrobank Online require you to register a mobile number and an email address. It is your obligation to verify and ensure that you register the correct mobile number and email address so you will receive authentication codes, such as One Time Password (OTP) and alerts for your transactions via Authenticator apps, Push Notification, SMS or email.  
   3. Should there be any changes to your email address or mobile number, you must immediately inform us. If not, we may be unable to send verification codes or contact you immediately if we see any suspicious activity on your Account. We shall not be liable for any losses, damages, or claims of any nature or kind for sending the OTP to the mobile number you registered with us. 
   4. You also need to nominate login credentials such as a username, passcode, password and AppKey such as device details, fingerprint, facial recognition or other biometric modalities, which are necessary to access your Metrobank Online profile and perform banking transactions. Consequently, you recognize the importance of creating strong login credentials and passcodes, which should not be readily accessible personal data such as your name or birthdate and other sets of letters or numbers that are simple to guess. A weak username, PIN, or password makes you more vulnerable to cyber-attacks and fraudulent transactions, such as when a malicious actor gains control over your Metrobank Online profile to commit fraud, theft or other unlawful activities. 
   5. If your device has biometric verification, you may use biometrics such as fingerprints or facial features to log in to your Metrobank Online. You also acknowledge that persons who have stored biometric data on your device may gain access to your Metrobank Online profile, and the Bank shall not be liable for any losses, damages, or claims, arising from or in connection with transactions performed by these individuals.  
5. USING METROBANK ONLINE 
   1. You represent, warrant, and undertake to provide true, complete, and accurate information when enrolling or using Metrobank Online. If your information or instructions are false or inaccurate, we may be unable to process your intended transactions, resulting in failed or erroneous fund transfers. We cannot be liable for these unsuccessful or incorrect transactions resulting from any mistake in the information you provided. You are entirely liable for all your transactions in Metrobank Online, including any erroneous transactions. Unless we are compelled by law, regulations, or any court order, we are not required to disclose any information on the beneficiary.  
   2. To login and authenticate your transactions, we shall require you to provide any of the following – username, password, Personal Identification Number (PIN), Card Verification Code (CVC), Card Verification Value (CVV), Customer/User ID, Passwords, One Time Password (OTP), passcodes, AppKey such as device details, fingerprint, facial recognition or other biometric modalities stored in your computer or mobile devices (collectively, referred to as “Access Codes”). 
   3. Your Access Codes are known only to you and will serve as our irrevocable authorization to process your instructions. You further acknowledge that persons who have stored biometric data on your device may gain access to your Metrobank Online profile and enrolled Accounts and send financial instructions. We are not obligated to investigate the authority of the person sending the instructions or the Access Codes. Any transaction authenticated by your Access Codes shall be considered complete, accurate, irrevocable, and binding against you, your heirs, successors, beneficiaries, co-depositor, and/or other interested parties. 
   4. You agree to be fully responsible for all transactions processed through the use of your login credentials and Access Codes (including any stored biometrics) and the Bank shall not be liable for any losses, damages, or claims of whatever kind or nature, arising from or in connection with any use of your login credentials and Access Codes. 
   5. Consequently, you should never share or allow others to use your login credentials and Access Codes for any reason and protect these from any unauthorized disclosures. If you fail to do so, you are at risk of fraudulent transactions. Without our gross negligence or willful misconduct, we will not be liable for any losses, damages, or claims in connection with or resulting from transactions processed using your login credentials and Access Codes such as your password, passcode, OTP and AppKey such as device details, fingerprint, facial recognition or other biometric modalities 
   6. You acknowledge that we cannot be liable for any delay or non-receipt of your OTP or Access Code, as these would depend on factors beyond our control, such as your mobile device, internet connection, or telecommunications service provider. 
   7. We cannot be responsible for your unsuccessful or delayed transactions if: (a) you failed to provide the correct Access Code; (b) the funds in your Account are insufficient; (c) the amount is beyond the limit; (d) it was conducted beyond the cut-off time; or (e) there are other circumstances beyond our control, which prevents us from implementing them despite reasonable precautions taken by us. We will notify you of any unsuccessful transactions. 
   8. By using Metrobank Online to register or add the debit card, prepaid card of your enrolled deposit account, or your Metrobank credit card (“Card”) to any Wallet or Digital Wallet, you acknowledge, authorize, and agree that the Bank may transmit, validate, and confirm the necessary card information, customer information, device information, and other required data to the Wallet provider and its processors for authentication and verification, in order to complete the setup and enable the use of your Card as a Digital Card. 
   9. You understand that Wallet and Digital Wallet services are maintained and operated by third party providers, and that the Bank has no control over their systems, terms, policies, or operations. Accordingly, the Bank shall not be liable for any loss, damage, dispute, delay, claim, or expense arising from: 
      • a. the use, performance, or non performance of the Wallet or Digital Wallet; 
      • b. any system error, downtime, failure, or service limitation of the Metrobank Online or Wallet provider; 
      • c. any decision of the Wallet provider to decline, restrict, or remove your Card from the Wallet; or 
      • d. any goods or services purchased using your Digital Card. All disputes relating to such goods or services shall be resolved directly with the merchant, without prejudice to your obligation to pay the Bank any valid and applicable charges. 
   10. You acknowledge that the Bank does not guarantee that all enrolled deposit account or Metrobank credit card (“Card”) in the Metrobank Online will be eligible or compatible for use in every Wallet or Digital Wallet. Card availability within any Wallet shall be subject to the terms, technical requirements, and acceptance criteria of the Wallet provider. 
6. INSTAPAY and PESONET 
   1. Definitions: 
      • a. “Automated Clearing House (ACH)” - a multilateral agreement among ACH participants governing the clearing and settlement of payment orders for specific payment streams operating under the National Retail Payment System (NRPS) consisting of the InstaPay and PESONet credit payment schemes. 
      • b. “Beneficiary” -the receiving party identified by the Sender of funds in the Interbank Fund Transfer (IBFT) Instruction  
      • c. “Beneficiary Account”- the Account maintained with the Receiving Institution that the Sender identifies as the Account to be credited with the amount specified in the Interbank Fund Transfer Instruction. 
      • d. “InstaPay”- a real-time low-value electronic fund transfer (“EFT”) credit push payment scheme. 
      • e. “InstaPay QR”- a feature that enables money transfer between accounts in different banks and e-wallets by scanning a QR code instead of typing and sharing account numbers, which should follow the QR Ph standard. 
      • f. “Interbank Fund Transfer Instruction or IBFT Instructions” - the Instruction submitted or entered by the Sender in the Channels to transfer funds from the Source Account for credit by the Receiving Institution to the Beneficiary Account 
      • g. “Originating Institution”- is the financial institution where the Sender maintains the Source Account 
      • h. “PESONet”- a batch EFT credit payment scheme whereby the funds transfer instructions will be processed in bulk and cleared at batch intervals. The recipient of funds or the Beneficiary will then receive the total value in their account within the same banking day, provided the payment instruction of the Sender is sent within the prescribed cut-off time/s. 
      • i. “Receiving Institution”- is the financial institution where the Beneficiary maintains the Beneficiary Account 
      • j. “Sender”- the party initiating the IBFT Instruction through the Originating Institution to transfer funds from his/her/its identified Source Account to the Beneficiary Account 
      • k. “Source Account” – the Account maintained by the Sender with the Originating Institution, which is identified by the Sender as the Account to be debited with the amount specified in the IBTF Instruction 
   2. You agree to the following terms of use of InstaPay and PesoNet 
      • 6.2.1. InstaPay and PESONet are subject to change and enhancements by the ACH or the Bank’s system enhancements. 
      • 6.2.2. You must always provide the correct information since transactions completed through InstaPay are real-time, irreversible, and considered final and binding against you. 
      • 6.2.3. We have the right to unilaterally disable/enable the InstaPay or PESONet service or disable/enable sending to or receiving from certain InstaPay or PESONet participants in case such action is required for security or system enhancements or any other justifiable reasons. We will provide you with such notice reasonable under the circumstances. 
      • 6.2.4. InstaPay or PESONet transactions are subject to cut-off, processing times, transaction limits, and fees, which may be amended occasionally, subject only to the Bank’s policy and reasonable prior notice. You further authorize us to automatically deduct the fees from the Source Account on top of the amount indicated in the IBFT Instructions. 
      • 6.2.5. You agree to fully cooperate in case of any investigation related to your IBFT transaction and provide the necessary documents and testimonies as we may require. 
      • 6.2.6. Before sending any IBFT Instruction, you must carefully read and consider the related service advisories we provide. 
      • 6.2.7. As a Sender, you agree that you are responsible for ensuring that all the details entered into the IBFT Instruction, such as the Source and Beneficiary Account details are complete and accurate before allowing the transaction to proceed. This applies to all IBFT instructions via manual input or InstaPay QR to (a) pay peers, (b) pay Merchants, and (c) pay a biller.  
      • 6.2.8. You acknowledge that funds transferred via InstaPay are credited almost immediately and with finality.  
      • 6.2.9. You acknowledge that to implement an IBFT Instruction for peer-to-peer transfers; the ACH participants are not required to validate the account number against the account name or any other details in its record.  You understand that matching the Beneficiary Account with the Receiving Institution shall be sufficient for the implementation of the IBFT Instruction.    
      • 6.2.10. You further understand that we are not a party to any agreement between you and the Beneficiary, Merchants, or Billers concerning the IBFT Instruction. As such, in the absence of gross negligence and willful misconduct, we have no obligation or liability if: (a). funds were not transferred to the Beneficiary Account due to insufficient funds or erroneous or invalid account numbers or details; (b) there was an overpayment or insufficient funds transferred to the Beneficiary Account; or (c) there was any wrongful or fraudulent payment, and (d) the products sold by the Merchant were defective or not delivered. 
      • 6.2.11. Should there be any discrepancies or issues with the IBFT Instruction (such as, but not limited to, incorrect amount or wrong Beneficiary), you agree to coordinate directly with the Beneficiary. 
      • 6.2.12. Once an IBFT transaction is completed, the Bank cannot entertain any request for cancellation or reversal.  
      • 6.2.13. Upon authorizing the IBFT instruction, you agree to hold free and harmless and indemnify us for any expense, loss, or damage incurred by us due to our reliance on the information provided or for acting upon your IBFT Instruction. 
7. ACCOUNT MONITORING 
   1. While we endeavor to provide you with the status of or notifications for every transaction as soon as it is completed, it is your obligation to verify if the transaction was successful or to check with the biller or beneficiary for their final status.  
   2. To assist you in reconciling and monitoring activities on your Account and your Metrobank Online, we will send transaction alerts and provide your balance and transaction history or Statements of Account (SOA). You should enable, monitor, and review all transaction alerts and history as well as your SOA to check for errors or unauthorized transactions.  
   3. You shall immediately notify us of any error, suspicious or unauthorized transaction, doubtful alert or notification, or any actual or potential loss suffered by you in connection with an error or unauthorized transaction so we can conduct our investigation consistent with existing laws and our internal policies. 
8. FRAUD PREVENTION  
   1. You recognize your indispensable role in detecting and preventing online fraud. As such, you agree to take the following steps:  
   • a. use strong Access Codes and enable two-factor authentication; 
   • b. keep your personal data and banking details such as your debit or credit card information, Access Codes, such as your OTP and passcode confidential;  
   • c. regularly change your login credentials and Access Code or when you suspect that these have been compromised;  
   • d. not clicking on unexpected or suspicious links, opening attachments from untrusted sources or scanning unknown QR Codes;  
   • e. keep your browser, operating software, and Metrobank Online Banking App updated;  
   • f. to login only on secure pages and/or transact with reputable third parties;  
   • g. review your banking transactions at least weekly;  
   • h. to file an official report, together with all the relevant details and evidence, in case your Metrobank Online profile Account has been compromised or you fall victim to online banking fraud; and  
   • i. always download from official app stores or websites to avoid malwares and avoid using public computers and public or untrusted/ unsecured Wi-Fi networks. 
   2. For your protection, you should immediately call our Customer Service Hotline if:  
   • a. you are aware or have reason to believe that your Access Codes, such as your password, passcode, OTP or AppKey may have been compromised; 
   • b. you suspect any unfamiliar or fraudulent transactions in your SOA or have received any doubtful alerts;  
   • c. you changed your mobile number or the device where Metrobank Online is installed or registered; or  
   • d. your mobile device where the Metrobank Online is installed is lost, stolen or defective.  
   3. Unless we acknowledge your report in Section 8.2 and any material information we may require and have deactivated your Metrobank Online profile, all transactions made through your Metrobank Profile shall be presumed to have been made by you and are valid and binding. We will not be liable for any loss or damage for your failure to report such incidents immediately.  
   4. Metrobank will NEVER ask for your personal account information, such as your OTP, password, or ATM or credit card details, in an SMS, a call, an email, or other forms of communication.  
   5. Metrobank will NEVER send emails, text messages or other forms of communication with clickable hyperlinks. 
   6. You are strictly prohibited from selling, lending, assigning, using as collateral, or allowing others to borrow, purchase, rent, or use your Metrobank Online account/profile including any information (such as user IDs, passwords, electronic credentials, etc.) that grants access to your Account for any reason. This includes obtaining, receiving, depositing, sending, transferring, or withdrawing money that are known to be derived from criminal and fraudulent activities, including social engineering schemes. Engaging in these practices, opening an Account using a fictitious name or the identity of another, or persuading others to do so, may be considered money muling, punishable under R.A. 12010 or the Anti-Financial Account Scamming Act (AFASA). Violations may lead to criminal liability and immediate closure of your Account. 
9. INDEMNITY 
   1. You agree to indemnify and hold Metrobank, its directors, officers, employees, and authorized representatives, free and harmless from and against any losses, damages, claims, proceedings of whatever kind or nature in connection with or arising from: 
   • a. any transaction that was successfully authenticated using your login credentials and Access Codes;  
   • b. the performance of our obligations to you, unless we failed to perform the due diligence required of us;  
   • c. unavailability of the Metrobank Online due to causes beyond our reasonable control;  
   • d. disclosure of your Access Code through fraudulent schemes such as phishing, smishing, vishing, SIM swap, etc. or your failure to protect and keep your login credentials and Access Code confidential;  
   • e. your breach of any of your responsibilities in the GBTC, PTC this MBOTC, or terms and conditions governing the relevant product or services;  
   • f. your delay, negligence, inaccurate, erroneous or incomplete information or instructions;  
   • g. Failure to report a lost or stolen device, which may result in unauthorized access to Metrobank Online or your Accounts. 
   • h. other causes solely and directly attributable to you. 
   2. In case of fund transfer or bills payment, you recognize that Metrobank is not a party to your transaction with the beneficiary or biller. As such, you agree to indemnify and hold Metrobank, its directors, officers, employees, and authorized representatives, free and harmless from and against any losses, damages, claims, proceedings of whatever kind or nature in connection with or arising from such fund transfer or bills payment.  
10. SUSPENSON AND TERMINATION 
    1. You may terminate your use of Metrobank Online by deleting your Metrobank Online profile.
    2. We may terminate, suspend, or deny your access to Metrobank Online in case:
    • a. you are in breach of this MBOTC, GBTC, the relevant PTC,  or any other agreement with us;   
    • b. you have forgotten your login credentials;  
    • c. it is required to comply with any legal or regulatory obligation, order of a competent court or our internal policies and procedures;  
    • d. you are insolvent, deceased, or had become legally incapacitated;  
    • e. you mishandled or closed your Accounts;  
    • f.  we have reason to believe the Accounts were used or are being used in connection with any illegality or impropriety such as but not limited to fraud, money laundering, terrorist financing, money muling activities, social engineering schemes or other prohibited offenses under R.A. 12010 or the Anti-Financial Account Scamming Act (AFASA) or your Account is subject of a disputed or suspicious transactions (including system generated alerts, whether or not the transactions are confirmed to be unauthorized or suspicious);  
    • g. such action is required to protect our system from harm, including any form of denial of service attack or from viruses or malicious codes;  
    • h. your computer or mobile device is suspected to be jailbroken and rooted and/or on developer mode; 
    • i. in our judgment, your continued access to Metrobank Online may unnecessarily expose us to any financial, operational, legal, reputational or other risks; 
    • j. you have misrepresented or omitted to provide any material information during enrolment and use of Metrobank Online; or  
    • k. Your Metrobank Online profile is directly tied to the status of your Account. If your Account is closed, canceled, changed to a product type not supported by Metrobank Online, or if your profile has no enrolled Account for over one (1) year, the affected enrolled Account may be automatically deleted from Metrobank Online, or your entire Metrobank Online profile may be deleted without prior notice. Unless otherwise required by law or our internal policies, we will give you reasonable prior notice of any termination or suspension, taking into account the circumstances. 
    3. You acknowledge that we are not liable for any loss, damage, or claims as a result of terminating, suspending or denying you access to Metrobank Online as long as we comply with the relevant laws, regulations, GBTC and the applicable PTC.  
11. CUSTOMER SERVICE  
    1. We always aim to provide you with the best customer experience. In doing so, we will strive to reasonably and promptly resolve any issues or claims. You, as the Customer, agree to fully cooperate with us and provide all the necessary information to effectively resolve any issue or complaint.  
    2. In the event of default, unauthorized transactions, or disputes related to your Accounts, Channels, or Services, we commit to conducting a thorough investigation and affording you a fair opportunity to present your side and any supporting evidence. Subject to existing laws and our policies, we shall promptly provide you with the results of our investigation.  
    3. If you are not satisfied with the resolution of your complaint, you may appeal for a reinvestigation and/or utilize any available remedies provided under the BSP Consumer Assistance Mechanism or other recourse under the law or regulations.   
    4. When filing a complaint or dispute, ensure that your claims or accusations are truthful and supported by genuine, valid evidence or documentation. Failure to do so may result in liability for malicious reporting under R.A. 12010 or the Anti-Financial Account Scamming Act (AFASA).     
    5. For any questions or concerns, you may reach us through the following points of contact: Customer Service Hotline : (632) 88-700-700

    Domestic Toll-free No : 1-800-1888-5775
    Email : customercare@metrobank.com.ph, customerservice@metrobankcard.com
    Website : https://metrobank.com.ph/home
    Social Media :
    Facebook Page: https://www.facebook.com/metrobank, https://www.facebook.com/metrobankcardph
    X: @Metrobank, @metrobankcardph
    Instagram: @metrobank, @metrobankcardph

Metrobank is regulated by the Bangko Sentral ng Pilipinas (https://www.bsp.gov.ph).