The Philippines continues to be one of the top global hubs for the Business Process Outsourcing (BPO) industry. But behind the glowing screens and ringing headsets, some companies are using the BPO model as a front for large-scale scams—and one such operation in Cebu has just been caught in the act.
On Sunday, May 18, YouTube vlogger MRWN, known for his digital investigative skills and ability to tap into surveillance systems, dropped a bombshell that sent Filipino netizens into shock, anger, and a feeling of embarrassment. His latest exposé features exclusive CCTV footage and call recordings revealing how a Cebu-based BPO is allegedly scamming clients, right from their office floor.
“Customer Service” or Emotional Blackmail?
In the now-viral video (1.2 million views and counting), viewers were treated to what initially seemed like a routine BPO call; a customer service script, polite tone, and soft background chatter. But the video changed quickly.
When the client, identified only as Mr. Nyembe, declined to proceed, the agent, named “Melly” launched into what many netizens described as “guilt-tripping.” She pressed on, saying:
Every time we call you, you keep saying you’re on the road, you’re doing something else. You’re busy. I am also a busy person, Mr. Nyembe, and I have clients I need to assist.
When the client silently hung up, Melly didn’t immediately notice. Instead, she began singing along to the Akon song “Smack That” playing in the background; raising eyebrows about the level of professionalism and work environment within their office.
This wasn’t a work-from-home situation. This was a full office setup, with loud background music, unsanctioned behavior, and disregard for client privacy; all of which caught on camera.
Caught Red-Handed: Unauthorized Charges Attempted
In another segment of the video, another agent is seen on a similar call. This time, they use a mix of emotional manipulation and aggressive sales tactics, telling a hesitant client:
I know that you’ve been struggling right now, Mr. Norman. But let me ask you—do you want to be in that situation forever? You don’t want to put your family in a better situation?
While still on the call, screen recordings show the agent attempting to process a payment on the client’s account without verbal consent.
The sequence of events left viewers shocked, with many asking how such companies can operate so freely in one of the country’s premier IT hubs.
The comments section was filled with fellow Filipinos sharing their outrage, concern, and fear, especially among jobseekers and existing BPO employees who are worried about unknowingly becoming part of a fraudulent operation.
The Chase: Moving Offices and Digital Trails
As days passed, YouTuber MRWN deepened his investigations. What he uncovered was troubling as he saw that the fraudulent BPO company wasn’t just hiding, it was actively relocating, hopping from one office space to another in an apparent effort to avoid detection.
Determined to get answers, MRWN reached out to the Philippine law enforcement agencies via email. However, since he resides outside the Philippines, he’s unable to file a case physically and no official action could be taken on his report.
So, MRWN took matters into his own hands.
Through his system, he gained access to one of the agent’s Telegram accounts, then called the agent using the boss’s name, “Adam.” Caught off guard, the agent panicked, handing the phone over to the manager. The manager didn’t say much either; but instead, used his own phone to contact Adam’s real number.
That was the moment they realized they had been digitally infiltrated. Their CCTV, communications, and internal systems were compromised which led to the agents clocking out of work and covering their faces.
Eventually, MRWN managed to get in direct contact with the alleged boss, “Adam.” When confronted, Adam firmly denied all accusations with a series of emphatic “No’s.” Still, the digital trail and video evidence suggest otherwise.
Not the First Time
While MRWN’s viral video might have been the first exposure for many Cebuanos to the dark side of the BPO industry, this isn’t an isolated case — far from it.
Earlier this year, another scandal surfaced involving a publishing company operating out of Cebu. They were accused of scamming elderly authors by making empty promises about publishing their books in exchange for fees. Victims claimed they were lured in with emotionally charged sales pitches, only to be left with no finished product and no refunds.
What made it more disturbing was the target demographic, retirees and senior citizens, individuals often unfamiliar with the publishing process and susceptible to smooth-talking agents posing as professionals.
The case sparked outrage online and prompted calls for tighter oversight of business registrations and stricter regulation of non-traditional BPO models that function more like digital sales sweatshops than service centers.
