HELP: Maya Fraud/Uncooperative CS

My mom's Maya Account/App was hacked last Nov. 1, nakapagreport naman agad sa Maya CS Landline, filed for dispute sa binigay nilang email address to send the documentations needed. Come mid November, due date ng Maya Landers card which is sa App lang ng Maya pwede bayaran. Problem is since nireport for fraud nga yung Maya App, hindi siya maopen so when we called Maya CS again, they said na need irequest for reactivation and provide the documents sa same email na pinoprovide nila which is yung [email protected] we also asked for an update sa dispute and cs said they couldn't provide one since pag daw na kay secure na dun na daw lahat ng updates.

Patapos na yung November pero di pa rin naguupdate so tumawag uli sa CS but same same ng sinabi ttry daw gawan ng follow up. We asked for other options to pay the Card pero sa Maya App lang daw.

Nung nag December na, we asked for another follow up kasi di pa rin activated yung Maya Account. Same pa rin ng sinabi na they have no way to give us an update once na nagemail na kasi again kay [email protected] daw mangggaling ang update but they will note or do a follow up. They advised na pwede bayaran ang Maya Landers Card sa Landers mismo pero via cheque lang daw hindi pwedeng cash. Wala naman kami cheque so hindi viable yung option.

Fraudster used the Maya Credit feature at nagloan and also had transactions with the Landers Card since may virtual card siya.

Prior to being endorsed sa collection agencies, we already informed yung collections team ng Maya na tumatawag na nahack ang account and walang pinoprovide na update si Maya sa request na iactivate para mabayaran and sa dispute din.

Up until today, walang update from them even if nagfofollow up na sa email mismo and nag cc kay BSP. Nagtthreaten na rin ang collection agencies.

My mom has several other cards from other banks and all are in good standing. Eto lang talagang sa Maya since they are not being cooperative.

Any tips or suggestions on how we can report this or pano ba kami matutulungan ng Maya or BSP dito kasi grabe na mangthreaten yung collection agencies.

Additional info: My mom is in the US and has no social media presence. If I were to chat BSP Verified Facebook Account, possible ba na ientertain ako even if hindi ako ang Maya Account owner?