Globe Telecom
reviews and complaints

I have GPlan Enterprise 799 and my contract indicates that the gadget cashout Php 15,600.00 will be ammortized to 24 months. I expected my first bill to be around Php 1,449.00 however it reflected different on my first bill. My first billing statement indicated the total value of the gadget cashout instead of the ammortized value which should be Php 650.00 (Php15,600 ÷ 24 months).

I have already raised this billing concern over multiple avenues of Globe Telecommunications Customer Service. I have spoken to different representatives over the phone over the last 3 months and was promised multiple times that it has been raised to the back office but still got nothing resolved. I just followed the advice one representative told me to just continue paying the amount agreed upon on the MSA, a summary sent to customers through email before the activation of the postpaid account. I continued following up and paying the supposed monthly bill amount. It reached to a point where my account got deactivated because technically it is overdue.

My issue has been ongoing since December 2022. The complaint was formally filed through email in April of 2023 because it is tedious to get in touch of the customer service for the enterprise account. Three months after my complaint has not been given any resolution. I even asked for the exact time frame towards the resolution but the customer service just keeps on giving be indefinite updates.

The issue is not even caused by me, yet, I am the one enduring the consequences of this incompetence.

GCash Mobile Number: [protected]

Concerned Mobile Number: [protected]

Load Amount or Promo Purchased: Super Xclusive! Go+99

Date of Purchase: May 12, 2023

Time of Purchase: Between 8-9 AM

a. 08:35 AM

b. 08:58 AM

GCash Reference Number:

a. [protected]

b. [protected]

Channel where the load or promo is availed (GlobeOne, GCash app): GlobeOne

Globe reference no. is [protected]

Your agent keeps disconnecting me I am only trying to dispute my service since i do not have an internet from May 21-26

They just ignore me and they are not even reading my complaints, why do I know because they just sending same [censored]ing spiels

You can also reprimand your chat support as it seems they are too bored to work

I only hope for my bill to be adjusted Because for the 6 days that i do not have an internet, i am working at home and i have to use my money to buy load so to continue working at home which cost me money that i am already paying for your service that is not working

Before we left the Philippines, we transferred the ownership of one of my postpaid plans to my husband because he is the actual user of the mobile number. We paid all the charges related to the transfer and balances due. We have never failed to make any payment even before the transfer. Account number change as a result of the transfer but the mobile number was retained.

Now, I received an email from the subject BPO demanding us to pay Globe an unpaid balance of the old account number. Is this a joke? Seriously, we made sure we settle EVERYTHING. They even gave us a credit because we paid more than what we were supposed to then. And now they’re “demanding” us?

Just to mention that the words use by DOS in their email are threatening.

“ In view thereof, DEMAND is hereby made upon you to pay our client the total amount of P 436.61 within five (5) days from receipt hereof otherwise we shall be constrained, much to our regret, to institute the necessary court actions against you and all your responsible officers to protect and preserve the interest of our client under the law.”

For such a petty amount. Nonetheless, the fact that we paid all. We shouldn’t be receiving any of this such. They let us transfer the ownership which proves that we don’t have any unpaid balances.

Because we’re overseas, we have no intention of calling Globe. Calling their so called hotline will cost us thousands of pesos for overseas call. For 436.61 php, they’ll have us spend a lot because of their mistake. They have got to be kidding me.

No connection for 3days, every morning or twice a day ako nag cocall para sa internet los connection nmin, pero sabi ng billing department wla silang assurance kung kilan macoconnect or ma pupuntahn ng tech ang area namin, diyos ko ang laki ng company ng globe wlang communication ng call sa tech department, hindi nmn mabibigay ang nawawalng sahod ko sa tatlong araw magrereport na ako sa office namin for lost connection sa internet nmin. Walang aksyon na magagawa ang billing department para makipag coordinate sa tech nila.

Hi,

I can't access my Gcash for 2 weeks now and I Have funds on my gcash that I can't even access. I follow every instructions that your chat support given. My ticket number is [protected]. This is still an open ticket. I already answered all the questions and even submitted documentation for proof of identity but still no update from your customer service. You're chat support won't even provide any update it took 5 days or 4 days before they respond. I can't even get a hold of a live representative to fix the problem. This is really getting frustrating, I hope you understand that every people have their own circumstances and need access to their money when they need to. Kindly please do assist, I really the funds in my account.

I was trying to cash in php 7000 in my gcash account through Cebuana Pawnshop last Sunday (may 7, 2023). It happened that the teller accidentally put a wrong number, my handwriting is clear, bold and well-readable. (I was so mad with the teller of the said branch) though, the best option I should do first is to submit a ticket right away, which I did without leaving the Cebuana pawnshop tagkawayan branch. I tried to call the incorrect recipient or the number ([protected]) where my money was sent of. She didn't answer my calls and I checked again the status of my ticket, no action so far. I called the customer service (2882), all I heard was music. Wow! The following day, (Monday, May 8, 2023), I was able to talked to a customer agent, however, it came to my attention that the money was already withdrawn by the wrong recipient ([protected], gi*a r.). I hope globe telecom company can make amends regarding gcash transaction, that they can trace, inform, hold transactions to all accounts where unaccountable money goes or inform users that they received unaccountable money in their accounts and should not get any interest on it as you are working to return the fund to the right recipient. I only hope is that gcash will deduct the money to the wrong recipient whenever she cash in.

on May 5, 2023 around 5:55pm I tried sending a text message but it failed. thinking that i run out of load. I purchased unli350 promo with ref. no.[protected]. unfortunately I didn't received any text confirmation. this morning I tried using my number to call and text, but it failed again. my globe cp no. is registered in the sim reg. via globe one app.

I would appreciate if you can resolve this issue as soon as possible. my bank accts, credit cards are linked in the said number.

Thank you so much.

respectfully yours,

Ferdinand S. Lopez

[protected] (cp no. with issue)

[protected] active

Earlier today april 13, Thursday around 1:30pm i tried to inquire for an option to transfer my service or i may need to disconnect service. i used messenger app since no other option to inquire online. after more or less an hour an agent called me. we check multiple addresses if location is serviceable if possible for me to transfer service. and we failed to check serviceable spot. i hang up the call since i can't get option yet. around 20 mins after our last convo i can't believe the agent already disconnected the service and i didn't agree yet to disconnect my service today. i went to the store and what happened is the store want me to get a new service with contract. the globe telecom is a fraud and now i can't go to work since i lost my service

Around September 2022, My son Nino ordered a GBiz Plan 1499 to a certain Romulo Borqueta in Manila. He wrote a letter of request dated September 10,2022 that the unit must be delivered in Paranaque,

The unit was delivered to Davao City under MIko's name.

I (mother) went to Globe SM Ecoland (October 15,2022) to ask what has to be done? I already sent emails to your business enterprise(corporate account) but to my surprised, I was given so many Service numbers.

I was told that each service number will be due within 7 days (need to resolve the issue). How come they dropped all these service numbers to appear that the issue has been resolved?

To the point that I volunteered to bring the cellphone unit with me to Manila (for Nino to use it during our business trip abroad) but for an authorization from Globe.I was not given, so I just informed your Globe representative/s that I will just keep it in my steel cabinet. January 2023, Nino and I went again to Globe SM Ecoland with the unit. They don't want to accept it but instead We were told that there is already an order to pull out the unit. Just wait they said. Until now, April 13,2023 the unit is still with me but we are already charged at 100K.

I already disconnected my account last year August and talked with your customer service, all is cleared and they went ahead and disconnected my account. However, after a few months they suddenly tell me I have an overdue balance amounting to more than 4k. Why are you still billing me after the disconnection? You told me that the account can't be disconnected with remaining dues, so I paid it all. Why are you charging me now?

I received a notification and bill statement from globe cash, somebody use my gcash account to get a loan without my consent. March 3, 2023, someone took a 6000 loan payment in PUREGOLD..and only 15 minutes gap another loan was approve 2000 also was use for payment.. I didn't even receive an OTP confirming the loan.. Contact customer service regarding the unauthorised transaction it was even 2 transaction of loan. Receive a response saying i still need to pay for it since it was my account that is used.

GLOBE GCASH is not also secured your information are being given away that easily. It happened in the Philippines while I'm outside the country.

This story is all about Globe and its devious practices. We run a small website development company and are totally reliant on internet connectivity. When we started our business in the Netherlands we thought it a good Idea to also set up a server for development purposes in the Philippines since we were spending 10 – 12 weeks a year in Naga. After consulting several business owners here (in Naga) we decided to go with Globe as our internet provider (in 2011 we only had the choice between Globe and PLDT and the latter was known in Naga for poor service.)

We chose for a business line as we were told that this would give us priority in service. Little did we know that this was not the case. From the moment that we were going to be connected things were iffy at best. When they connected us we were told that we had to pay the excess line over the standard allotted number of meters. This was an amount of 2000 Pesos. When I asked for a receipt, they could not give us one. So, I assume that this money went straight into the pocket of the guys that put up the line. This was the first, but not the only time this has happened. Over the following years, every time we had a storm come over Cebu we lost our signal. It took me a while to figure out why but eventually we traced this back to the fact that our line, as well as a number of other customers was hooked on a tree and with the storm branches broke of and damaged the lines. In the period of 2012 to 2021 we had to have our line completely renewed 4 times because of the many breakages. The las time I asked the service guy to check how many places it had been damaged and he gave up after repairing 6 breakages. (now this could also imply that the wiring used was of substandard quality) In January 2017 while we were in Naga we decided that we needed a backup plan as we already had several times that we had been without signal for more than a month. We went to Globe in SM Seaside Cebu where we were told we could get an LTE solution. On our landline we had a static IP address that we needed so that we could reach our server at any time. We asked to have a static IP address on the LTE line and were told that this was no problem. So we went for that option and had the LTE modem and antenna installed. However after a couple of weeks testing it turned out that we had a dynamic IP address ( this changes all the time) and we contacted Globe about this. When we finally got the right person on the phone who had the technical knowledge we were told that LTE does not support static IP addresses. So I went back to globe to complain and tell them to take their LTE system back. They told us straight in our faces that we had entered into a 24 month agreement with them and to terminate it would mean we had to pay the remaining 23 months straight out. Lets call this corporate abuse and lying to customers. If people are selling you goods, they should know what they are talking about.

I do not know if it is still possible to get all the costs of the LTE line refunded. I hope that you can look into that as well. That comes to just over 56000 pesos

Now we get to the last chapter of this story. This starts on the 28 of March 2021. We suffered an outage (loss of signal) while we were in the Netherlands. We complained about it and were told that it would be fixed. A month went by and no fix, another month went by and still no one to repair. This went on and on until we arrived in January 2022 and we still did not have signal. As a temporary solution we had to get a pocket Wi-Fi that our caretaker had in his control so that we could still get to our server. The pocket WIFI cost us 5000 pesos and the monthly charges to keep it alive were 300 pesos per month (standard DITO charges) we had to have this for a period of 10 months so that came to another 3000 pesos. We declared this with Globe as it was their responsibility to maintain our landline which they had not done. At the same time we Applied for a Fiber optic line to increase our speed. We were told in January that this would take 2 to 3 working days. When we still did not have a reply as to when they were coming to connect us to the Fiber in the beginning of April we decided that Globe was no longer a proper business partner for us. So we switched to Converge who did manage to hook us up within 3 days. When we decided to cancel our contract on April 20 2022 and gave them this message by email, guess what? The very next day there were two service men from Globe coming to hook us up to the fiber network. I told them politely not to bother anymore. When I asked them when they got their job order they told me they got it roughly an hour after I sent my email cancelling my contract with Globe and they told me it was a rush job order.

This again shows how little Globe cares about the small customers.

Long before this I already applied for a refund of money paid to them and for the pocket wifi and its charges. In August 2022 we were told by: My Business Recovery Supervisor, that the refund had been calculated and that he was waiting for his support team to verify this so it could be paid out to us. As of this day of writing, we are still waiting. We have spent over 250 emails on this and cannot get through to them. I asked for the email address of his supervisor or the supervisor of his support team but they cannot give that to me. All they are doing is stalling and stalling in the hope that I will give up on the refund request. The amount this is about is: 11961.24 pesos

For me this is not just about the money, it is about getting justice for the wrong doing of Globe and its employees. If I had to count my hours spent on emails, phone calls and waiting for people not to show up I would say that this would come to about a month and a half. With the salary of a systems engineer being [protected] a month that would add up to averaging out at 50000 a month to 75000 pesos on top of this.

I went to Globe Megamall branch. I ask the staff my phone was stolen. And I am asking for help to block my number. The time was around 8:40 in the evening January 10. He told me "madami pa nakapila baka 12am na tayo matapos neto" I told him na case to case basis. Important lang since my phone was stolen in Megamall around 8:20pm. He said that I need to provide affidavit of loss. That is how your staff assist client with emergency case. Sabi ko, I think it should case to case basis. Since I am requesting to block my number that guy refer me to NTC. Poor customer service. I hope that guy must have written warning regarding on his attitude towards client. 12am aabutin? para lang mag ask ako ng block ng number? I am willing to go to the store and pin point that staff or can reach me to this email address [protected]@yahoo.com

Thank you

Im reporting about the overdue balance of Ms. Lerma Tatlonghari for her globelines account with account number [protected]. A law firm called me this morning about the overdue balance which is now being adjusted by your accounting department with reference number [protected]. We decided to terminate the account last march of 2022 without any overdue balance. Then the globe’s customer service keeps telling that wait for the call of our termination team but no one called us back. So the bill keeps running thats why we ended up with overdue balance. It takes almost a year then suddenly a law firm called us about the overdue balance which is not our fault because you from globe didnt take action at all.

already been 3days but still our internet connection has not back yet, It has a LAN connection but no wireless connection and Landline connection. can you please ressolve it as fast as you can? thank you and God bless.

account No. [protected]

It’s been 6 days now since we lost our connection. The technicians tried to repair it on the 2nd day but it was unsuccessful, as well as on the third day. Then the they rescheduled it on the 5th day which is yesterday but they did not arrived. Then I received a report saying they arrived there but was not allowed to continue but my husband waited for them whole afternoon but they really did not come. We’ve been paying our monthly bill for you to provide us reliable and quality connection every month. It is difficult on our side to lose the connection since we don’t have signal in our area so we cant use data as well. I know instances happen, but what I can’t take is you cannot fix it right away.

Amount Paid: 3,343.20

Place or Channel of Payment: GCash

Date of Payment: Nov.29,2022

Official Receipt #: IPNC6000703OR6776045

Service is still not active what a shame and they don't want to reconsider the pre-termination fee imagine paying you without services after payment. Learn from PLDT when you pay them your services gets back within 2 hours. Globe is really not a good Customer Service ever since. My mistake the only service within my area so sad.. and this was the message I got from them

If you are in a lock-in period of 24 months, if you terminate the subscription within this period, pre-termination fees will apply. The pre-termination fee will follow the regular rates for each type of plan. It will be Php2500 for the cupper line and Php4500 for the Fiber line + 2 months' worth of your monthly recurring plan + device/contents/volume remaining balance. Your pre-termination fee will be charged on your last bill. This is the sum of the following: P2500 + 2 x Monthly Plan Fee + Balance of Device Installment (if there is) + Volume boost amortization (if there is). You may also request for termination via GlobeOne App We want to inform you that we cannot process permanent disconnection since you have an open ticket for reconnection with reference number [protected].

So imagine how great it is I won't even pay a penny for this one due to your incompetent.

i lost my phone and sim number [protected], and spam messages are accessing all my contact list, all where settled from lending apps and they still ask for payment and harsh messages,

please deactivate my old number for them not to attack my contact list.

Rommel Medina

[protected]@gmail.com

For 2 weeks, I have been trying to cancel a line with globe, your fb messenger service is an absolute joke, your bot is ridiculous and when you get through to an agent on messenger, the service is even worse. I have been into your store, but couldn't wait the 1 hour + to be served, speaking to an agent is not existent. You are trying so hard to save money by not offering the proper customer service channels and staffing to support them, that you are leaving your customers super frustrated! I am trying to cancel a line that is 4 years out of the contract period and you seem to be delaying the cancellation, obviously to get me to continue paying - unbelievably bad service! Please don't respond with "an agent will call you within 5-7 working days" as this has never happened and won't (I don't think you have any cs agents) - way to go globe, setting the lowest standard in the industry. Let's see what ridiculous automated response I get that will not help one bit. The number in question is [protected].