Our Customer Service Hotlines will follow the 8-digit format starting October 6, 2019 in compliance with the National Telecommunications Commission (NTC) memorandum order No.10-10-2017.


Here’s a list of what you need to know:

  • What is the National Telecommunications Commission (NTC) memorandum order No.10-10-2017 about?
      The memorandum instructs telecom providers to expand the current 7-digit format to an 8-digit format by October 6, 2019 which will impact all telecom providers in Greater Metro Manila and with 02 area code.
  • Why is the expansion to an 8-digit numbering format for landline numbers within the (02) area code required?
      This is to address the insufficient number of assignable exchange codes, or the first 3 digits of your telephone number. The NTC assigned a Public Telecommunication Entity (PTE) identified for telecom operators as an additional prefix in expanding from the 7-digit to 8-digit format.
  • What are the Public Telecommunication Entity (PTE) identifiers?
      It is a prefix assigned by the NTC to telecom providers to preserve order and quickly identify to which company a number belongs. The table below shows the PTE identifier assignment per Telco:
      PTE Identifier Sample Format Telecom Provider
      3 3000-YYYY to 3499-YYYY Bayan Telecommunications, Inc.
      5 5300-YYYY to 5799-YYYY ETPI/Telecomm Tech Phils Inc.
      6 6000-YYYY to 6699-YYYY ABS-CBN Convergence, Inc.
      7 7XXX-YYYY Globe Telecom, Inc/Innove Comm Inc.
      8 8XXX-YYYY PLDT Inc.
  • Which customers are affected by the memorandum?
      The NTC memorandum applies to all telephone numbers within the specified area code “02”, such as Metro Manila; Rizal Province; San Pedro, Laguna; and Bacoor, Cavite. Customers outside these (02) area codes are not covered by the NTC memo and will continue to use their existing 7-digit format.
  • If my own landline number will be affected, how should I update Metrobank with my new number?
      First, you must determine your own updated number.

      You can check it with your Telecom provider; or refer to the above question on the Public Telecommunication Entity (PTE) identifiers to check what digit should be added as a prefix to your landline number.
      • For example, since Metrobank Hotlines use PLDT lines, our PTE is “8”. So our Hotlines would now have an additional 8 at the beginning.

      Once you confirm your new landline number, you can update your contact information with Metrobank by calling us at 88-700-700 or sending us an email at [email protected].
  • When will the migration to an 8-digit number format happen?
      The scheduled migration is set on October 6, 2019 from 12:01AM to 5:00AM.
  • What will happen during the migration? What services will be affected?
      Incoming and outgoing calls will temporarily be unavailable for all telephones numbers within the (02) area codes. All affected telephone numbers will have no dial tone on October 6, 2019, from 12:01AM to 5:00AM.
  • What will happen if customers try to contact using the to the old number format after the migration to the 8-digit format?
      Those who will call the old 7-digit format will hear a special announcement, via IVRS, that the number has been changed to eight 8-digits already. After the special announcement is played, the call will be terminated and the customer will need to re-dial using the new 8-digit number. This announcement will be available until January 6, 2020 or for a period of three (3) months after the migration.

      Here are samples of the announcements:
      • Calling PLDT Local Recording Script:
        • “You have dialled a PLDT number. Please add “8” before the existing 7-digit telephone number. Starting October 6, 2019, all telephone numbers with area code “02” will become 8 digits in compliance with NTC’s order. Thank you!”
      • Calling PLDT International Recording Script:
        • have dialled a PLDT number. Please dial the country code plus area code then add “8” before the existing 7-digit telephone number. Starting October 6, 2019, all telephone numbers with area code “02” will become 8 digits in compliance with NTC’s order. Thank you!”
  • Will international and domestic toll-free services be affected by the migration to the 8-digit format?
      All international/domestic toll-free numbers beginning 1800 as its dialing pattern will not be affected.
  • How will I contact the Metrobank credit card Hotlines upon enactment of the 8-digit migration?
      It’s simple, you just add 8 at the beginning of our current numbers to reach our Customer Service Hotlines because Metrobank credit card Hotlines use PLDT lines.

What are the new expanded 8-digit Customer Service Hotlines of Metrobank credit cards? 

The complete list of our Hotlines are as follows:

METROBANK CREDIT CARDS
Customer Service (632) 88-700-700
Domestic Toll Free 1-800-1888-5775
International Toll Free + 800-8-8-700-0707
Email: customers[email protected]

PREMIUM CARDS
Metrobank World Mastercard, Metrobank Peso Platinum Mastercard,
Metrobank Dollar Platinum Mastercard, Metrobank Femme Signature Visa
and Metrobank Travel Platinum Visa
VIP Customer Service (632) 88-700-707
Domestic Toll Free 1-800-10-8700-707
Email: [email protected]

PSBANK CREDIT MASTERCARD
Customer Service (632) 88-700-772
Domestic Toll Free 1-800-10-8700-772
Email: [email protected]

CARD ACTIVATION HOTLINE
Customer Service (632) 88-603-030
Web: mbcpc.co/ActivateNow

UPDATING OF CARDHOLDER INFORMATION
Customer Service (632) 88-700-766
Domestic Toll Free 1-800-10-8700-766

METROBANK COLLECTIONS HOTLINE
(632) 88-700-711 or (632) 88-700-970
Fax (632) 88-987-244 (routing code: 7244)
Domestic Toll Free 1-800-10-8700-922
Email: [email protected]

HUMAN RESOURCES
Recruitment Helpdesk: (632) 88-989-607
Email: [email protected]

YAZZ PREPAID VISA
Customer Service (632) 87-373-333
Customer Service 0918-909-3333 or 0917-800-5751