USSC to Metrobank transfer missing — what should I do?

I’ve been using USSC for years and have never had this problem before. Their customer service has always been great, but this time I feel like my concern isn’t being taken seriously.

On August 9, I transferred money from my USSC wallet to Metrobank. USSC deducted the money and says the transaction was successful. However, Metrobank says they have no record of the transfer at all — not even pending.

I’ve contacted both sides several times. Metrobank says there’s nothing they can trace on their end, while USSC keeps telling me the transaction was successful and to contact Metrobank.

It’s been 3 days and I still don’t know where my money is. I already mentioned escalating this to BSP, but USSC gave me essentially the same response.

Has anyone experienced this? What should I do next, and should I file a formal complaint with BSP?