If your account was debited but you did not receive your load/top-up: 

First, check your transaction history in the Security Bank app to confirm the deduction. 

Wait a few minutes, as some transactions may be delayed. 

If you still haven’t received your load, contact Security Bank customer service and provide your transaction details for assistance. On the Security Bank app, click on the "Help & Support" icon at the top right corner of the screen to chat, call, or email our agents to verify and check this concern.  

Keep your transaction receipt or reference number for reference.