Globe Telecom

I registered for GOSURF299 on mid December 2015. It was supposed to be expired on 15 January 2016. I always checked my internet quota balance. When checked on 27 December 2015, I still have remaining 1, 3GB and the expiry date still 15 January 2016. On 7 January 2016 morning, I received a message saying that my GOSURF will end on today. Noticed that the expiry date now changed to 7 January 2016. Second message received on 7 January 2016 afternoon, it said that my GOSURF has expired. I checked the message later at night after dinner. I tried to check my internet quota balance and received message saying that I have already used up my free data allocation for playing with bundled games. I started to wonder what this meant? I never play any games. I turned off my automatic-updates apps in my phone. I only used my phone to chat and to do video calls sometimes. Fortunately, I was at Greenbelt mall that day so I went directly to the customer care center to file a complain. After waiting for around 20-25 mins queue, it was my time to see the customer service. I told him everything from the beginning and also showed him all the messages I had in my phone. He said he would help to file a case towards this, then he typed in somewhere and gave me my reference number, which is [protected]. I thought customer service in Globe customer care can help me to solve my issue the soonest, but just found out that day that they also needed to file a case to somewhere else. So I guess they are there only for purchasing phones' thingy and phone installments. But I am okay with it (although feeling a bit disappointed) as he promised that my case will be solved the soonest. I also asked him what to do now, can I register another Gosurf package while waiting? He suggested me not to, until this issue is solved. I mentioned that I needed internet connection badly as I am expatriate so needed to be connected with my family in my country. He told me to wait just 24 hrs to get this solved. Okay, I waited. 1 day has passed and no updates. I tried to be patient as I thought maybe they needed more time, so I waited for another 1 day then I called the customer service hotline on 9 January 2016 around 09:30PM. 1st call (9 Jan 09:29PM) - waited for 5 mins but I hung up because needed to get my charger. 2nd call (9 Jan 09:38PM) - waited for 8 mins and finally connected to the operator. For your info, I chose Number 1 when called to Hotline, to choose for English language (not Filipino). The operator talked in Filipino and I mentioned politely that I couldn't understand. Then she talked another 1 sentence then she HUNG UP. (I was a bit angry this time, but still okay). 3rd call (9 Jan 09:49) - waited for 8 mins and when connected, I told her not to hung up again. Her name was Ms Shine (didn't know if this is spelled correctly). I explained my case and gave her my reference number. She said this case was still solving and asked me to wait. I told her that I waited 2 days already and needed this to be fix asap as I needed to use internet. She said she would make this case priority and someone would call me back in 4-5 hrs from now. I even reconfirmed with her by saying, "So you mean someone will call me after midnight today?" and she said yes. (This time I trusted her without knowing that their hotline service closed at 10:00PM). Waited for the whole night until the next day afternoon, no one ever called. So I decided to call them again. 1st call (10 Jan 05:43PM) - waited for around 5 mins and when connected, she talked in Filipino again. And guess what happened after I asked for English operator? She HUNG UP AGAIN! 2nd call (10 Jan 05:49PM) - waited for 5 mins and when connected, I told the operator not to hung up again. I need an English operator/supervisor. She said okay and asked me to wait. When waiting, it is HUNG UP AGAIN! 3rd call (10 Jan 05:57PM) - this time my head was burning and my face was already turned red. I waited for around 10 mins and when connected, I asked to speak directly to the supervisor. When she told me to hold on the phone, I reminded her not to hung up again. And luckily this time, she didn't hung up. She just turned back the music on (the mistletoe song that I started to remember now due to long time waiting for the operators). Unfortunately, she was back with nothing. This operator's name was Gina (Didn't know if I spelled it correctly). She said no supervisor was vacant at this time because all were on a meeting. So I decided to make my follow up with her and gave her all the complete details. Same answer obtained, "This case is still solving. Please wait, mam.". I am really tired of the same answer as if all the operators are robots. They couldn't help at all, just can tell customers to sit nice and wait. I told her that I am going to bring this issue to public because Globe is playing me all around. And you know what her answer is? "Okay mam, I will help you to ESCALATE this problem". I was so shocked, "ESCALATE? You are just about to escalate now? What happened to these past 3 days? My case just sits there and wait?" Then another promise came when she said, "Please wait for 3-4 hrs mam. My supervisor will call you back." I told her that someone yesterday had promised me the same thing but it never happened. And she said "This time I ASSURE you that my supervisor will call you back in 3-4 hrs." When she used the word "assure", I laughed a bit and mentioned that she sounded a bit serious than the one who talked to me yesterday. I said ok again, without knowing that their hotline closed at 10PM. 4th call (10 Jan 11:38PM) - I called back because no one called me back. Unfortunately, THEY ARE CLOSED. What a fool I am? Until now, 11 Jan 11:38AM - my case is not solved yet and I still can't use any internet in my phone. I wanted to register a new package but I am afraid that they will just let go my case and consider that I have accepted the 1st complain. Now I am thinking, maybe they are waiting until 15 January 2016 and they will proudly say that my case is solved now because it is 15 January now and my GOSURF299 is expired today. Is that how they will solve my complain? Globe Telecom has the worst customer service ever! Sorry to say this in public, but it is how it is.

I m writing to complain your service. I have reported my dad roaming number [protected] because it cannot receive sms. I have reported this four times and same answer they are giving me" this was escalated to our resolution group" but no solution until now. That is why i already filed a complaint. Is this the best globe could offer good talker but no solution?

I made a call to globe hotline today december 27, 2015. I was just so curious on why my bill went up from 1600+ last month to 2700+. The guys name brix bandola. I initially asked him if I was signed up to their "paperless bill" and the guy said yes. So I asked him how come I never received any statement of account from them since the day I started having bills? I got my postpaid account last sept 30, 2015 and i've never received any bills. No snail mail, no paperless. And then, they would suddenly cut my line? This is something that I cannot take! I asked the guy a lot of question about my bills, and he was able to help a little bit by adjusting some of the charges which i'm not supposed to be charge. Next, I asked him how did my mrf came up to 2051.78, and he tried to compute everything until I told him it's the lifestyle plan and gadget care plan. He said yes without hesitation. I immediately questioned him on why would they charge me the gadget care plan if I did not renew the said plan? I was informed that the plan is good for one month only and an sms will be sent to me if I still want to continue the said plan. Yes I did receive an sms, but I did not reply on the thread. Meaning, I did not extend or renew my gadget care plan. According to brix, it's automatic that the said plan will be renewed! Woah! That's a woah! How come there's an sms from globe telling me that the gadget care plan stopped and if I want to continue I would just reply to the thread. And the guy answered me "maybe the content is different"! Woah! Just woah! "maybe"? He's not supposed to say that right? Please look into this matter as globe has a lot of hidden charges and everything. If you don't call their hotline you wouldn't know. I have another plan as well with sun but I don't have any problems at all. Looking forward for the update. Thanks! Mel

I applied for your Iphone 6s Postpaid Plan (ref # [protected]) last December 3, Thursday, and three weeks later, it's still far from being accomplished. Since December 4, I have not received any call-out from you. No feedback, no response, no nothing. I called on December 7, Monday (ref # [protected]), to update my request and make it an Iphone 6s Plus, but I never even got a confirmation call similar to the one you conducted in Dec 4. I've done multiple follow ups via call, asking how my application has been coming along. And every time the agent will only say that it's being processed, to keep my lines open, that I will just receive a call. Well I haven't received a call or gotten any feedback since December 4. I'm blind in this VERY LOOOOOOOOOOOOOONG process. Yesterday I asked a friend of mine to follow it up for me (I gave her the ref #). Do you know what she got from the agent? May pending requirements pa daw ako. How could that be? The only thing required from me based on the first call was to email a gov't issued ID. I did that already and got an email notification. So what else is missing? And if I still have pending requirements, why hasn't anyone told me about it? I've called several times before today and I was just advised to wait. You're inconsistent and very inefficient. I can't understand why such service is even available to customers if it would take more than three weeks. Had I known, I would've just gone to one of your branches, or maybe tried Smart's service. This is really frustrating, and sad to say I'm not sure who to blame because like I said, I'm blind. I can't get mad at your Inbound Call Center agents because they're merely a channel for my request. I do not know who is processing it.

November 21, 2015 the legal department sm tunasan branch, muntinlupa city I am writing this letter to bring to your notice an incident upbringing fraud and forgery complain. I am a loyal globe user for a long time, since then as a prepaid user i've come up to a decision to avail a postpaid service at allphones sm tunasan this month of november. I gave all necessary requirements just to be approved and decided to avail a plan 999 postpaid service. Days later, I was informed that my postpaid application has been approved and to have an initial down payment of ₱1300.00 I am after the sim card but not rather the phone. On the 17th day of november, I was called, informed and noticed that the postpaid plan with the inclusion of a mobile phone which is the oppo mirror 5 is now ready to claim and wait for further sim card activation. Three days after I received the mobile phone, november 20, 2015, what threw me off and literally shook my core was a notice from a staff from allphones sm tunisian, alleged and committed me that I need to pay an amounting of ₱2100.00 for my "unknown existing account" in order to activate my availed sim postpaid plan. Surprisingly, someone exploit my identity, forged my signature and unfortunately someone has been approved without my presence to avail an iphone 5s mobile phone with plan 999 at allphones - target mall a couple of months ago. I also never received any billing notice for two months. With the help and with the coordination of the staff of allphones - sm tunasan, they've tracked and simply locate the day and venue of approval which I do not claim any such business. I have decided to return the oppo mirror 5 with plan 999 including (2) two separate sim cards to allphones and to escalate my concern. I am asking and seeking your help with regards to my unfortunate situation since this is the first time that I will have a postpaid plan to your service. I still trust the higher authorities of the company who have built it, to look into the matter, I regret to inform you that I have never had to face such problems in any of my dealing with any telecommunication company. I do anticipate a reply, investigate and expect steps be taken against those responsible and set example for others too. I will set my concern also at legalities taking action with the legal council. Jassem jacob faller ibañez complainant [protected]

Dear Globe, For the first time I am emailing you regarding issues with my mobile plan. My account no. is: [protected]. This issue has been ongoing for almost 2 months now and I would like to get it rectified as soon as possible, please. I recently changed and upgraded my plan to Plan 1799 but it hasn't been activated yet. I will explain all issues I had and currently having with you, so I expect not to repeat myself in case someone from your team calls me. First issue, I called around last week of Aug. and asked for a plan upgrade. The staff (I already forgot his name) processed it and said that I would be receiving a feedback in 5-7 business days. Someone called me a few days after and said that I will be receiving my new gadget next week. I thought all along that he processed an upgrade. But I got confused when the 2nd staff advised me that a new sim will be delivered as well. Then I realized maybe the 1st staff processed a new plan. So I called and talked to another agent who told me that there was no recontracting, no renewal of plan happened on my account. The first staff processed an additional plan. So I cancelled it immediately as I do not want a new phone number, I want my current number and I am just upgrading the plan. I cancelled it and went to Globe in Robinsons Galleria on Sept. 7 or 8. I requested for an increase on my limit and it was granted. After that I called the recontracting department to process a renewal of plan. The staff assisted me and offered me an iPhone6 for different plans. I chose Plan 1799 and the cashout was divided into 24 months so my monthly charge is supposedly P2200. He told me to make an advance payment of P2200 when I receive the gadget. I received my phone on Sept. 11. I paid P2200 as an advance payment so I was expecting not be charged for the plan in the next month. Second issue, I called customer service on Sept. 12 to activate my sim. I spoke to an agent and asked if my plan will be activated immediately. She told me that it will be activated within 24 hours. So I expected to use my new service, new plan within 24 hours. My plan's supposed to be unlimited calls and texts to globe and a 3GB internet data. I already made calls to globe and used almost 2GB as far as I remember then on Sept. 18 my service was disconnected. On Sept. 19 I called to report it and was told that I have a pending balance. All along I thought I was already using my new plan. He then told me that my new plan will only be activated after the cut off which is Oct. 8. No one informed me that I had to wait for the billing period to end and still use my old plan. I thought the billing period will be changed since I already paid the P2200 for my plan in advance. I was told that I CAN USE MY NEW SERVICE WITHIN 24 HOURS AFTER I MADE THE CALL TO ACTIVATE MY SIM, NOT AFTER THE CUT OFF. The staff just reactivated my plan and said that they will be doing an investigation and will give compensation for it. I was told to call back 5 days after Oct. 8 to process the compensation as the bill will only be generated 5 days after the cut off. I went out of town and was only able to make a call on Oct. 19 and asked for an update. Only then they process the compensation request and said that there will be billing adjustments. I also checked if the new plan has been activated and to my surprise, after the cut off, IT'S STILL NOT ACTIVATED. It's still my old plan, 999. That is the third issue! I keep waiting for their call for updates but no one called me. I called back about 2 or 3 weeks ago and asked for another update. Only then I knew that there is still NO result for the investigation, NO adjustments have been made, NO follow ups from whatever department they said they will be contacting, NO feedback regarding the activation of my new plan. YES, it is until now, not yet activated, still on Plan 999! I am working 2 jobs 7 days a week and I go out of town every 2 weeks. I cannot make calls everyday to chase you up! I was expecting for your calls to give me good news but I receive NONE! NOT A SINGLE UPDATE. I am still using my service and thank God you haven't disconnected it yet. BUT I DO NOT WANT TO BE CHARGED UNLESS THIS ISSUE IS RECTIFIED. So this is the last time I will be emailing you about this issue. I want a resolution before the end of November. I want you guys to deduct the P2200 advance payment I made from my balance and waive the remaining as a compensation to the inconvenience and hassle. I ALSO WANT MY 1799 PLAN TO BE ACTIVATED where I can use unlimited texts and calls to globe and a 3GB mobile internet. If you cannot activate that plan then leave it in 999, but do not charge me 1799 for it. If this will not happen before November ends, I will cancel my service and I'M NOT GOING TO PAY ANY SINGLE CENT. Billing has always been an issue with you, why can't you make it right? I guess you don't mind if you lose a customer. I do not want to call you anymore, if there's an update, call me. Again, I am only willing to wait until end of November. Thank you, Justine A.

Exactly two years after Yolanda destroy everything in Leyte we still didn't have internet connection 7 km after Albuera how's that possible? Each time we complain in Ormoc Globe office we always recieve the same answer (maybe next month) and that for two years now. My question is: How many years are we suppose to wait to get back our internet connection? 5? 10? 20? or maybe never? My address is : Wangag Damula an 6542 Albuera Leyte

last wed, Nov 4 at 11:56 am, I loaded 300 and checked my balance to see if it was successful. It showed i had a balance of P312.00 so I registered to globe unli300 which is good for 15days. I got a reply that "hindi ma proseso ang iyong registration. Pls. try again later. Then i immediately checked my load and it showed that i only had P12.00 remaining, meaning my 300 was already debited inspite of the failed registration. Up to this time Nov 6 at 11:09, I still havent been registered or returned back my 300 load! And it seems no one in globe can be contacted!

Please response po kayo sakin as soon as possible naman po. I have a complain. I loaded 375 peso load. I created a promo using *143#, and it was 20 minutes of calls to Globe, unlimited text to all networks and unlimited surfing that is valid for 7 days. Nag reply po ang 8888 ng *Sorry, hindi na proseso ang iyong promo blablabla* And then I tried again. But sabi niya hindi na sapat ang load balance ko. What happened po? Chineck ko po ang balance ko, and it only contains the unlimited texts to all networks for 7 days. Nasan po ang unli data ko at call? Tsk. I loaded this morning po. So mag wa 1 day na sha tom. please sana wag naman pong umabot ng 7 days na sinayang ko lang yung pera ko na hindi ko nagamit yung data ko no? RESPONMSE PO ASAP! THANKS! Eto po globe # ko. [protected]

As one of the loyal customers of this company, I really want to inform you that cutting in advance of unlimeted text and calls promo helps you to lower your income as well as the trust of your customers. It was so very disappointing to us that we thought we will minimize our expenses if we avail some of your unlimited promo but it was not. Last night, my boyfriend was complaining to me about unauthorized/ advance cutting of promo. He din't expect that you cut his unli too early. He avail Gounli50. He registered to the said promo last monday then you cut his unli unexpectedly last night.Please fix this problem. it is really too serious. If you really wanna to gain loyal customers and avail them to your promos please make sure you really do your job properly.

I have had this complaint since 2012. I recontracted with Globe in December 2012 and got an iPhone 5s supposedly payable in 24months. When my bill arrived in January 2014, Globe charged me the entire amount of the phone. I lodged a complaint with Globe through the 211 hotline. Globe failed to act on my complaint and worse, cut my line because I paid only my bill for the month and the supposed monthly installment for the phone. When I made a complaint, they reconnected the phone and waived the reconnection fee. However, the next month, the one time charge was still in my bill. It went on this way for more than a year and it was stressful every time because I had to call Globe and stay on the phone for 2 hours to get this complaint going again. Finally, my March 2015 bill reflected the adjusted computation, and I was able to be at peace. In March this year, I received a call from Globe saying that I could already recontract with them meaning I can get a new phone, as long as I pay off the balance from the previous phone. So that was what I did. To my surprise, my bill for the month of August still charged me for the iPhone 5s which was already paid. I did not know about it so I paid my bill as usual. IT was only when I received my bill for September to Oct when I found out that not only is Globe charging me with the payment for the new iPhone 6plus, they are still charging me for the iPhone 5s. Unbelievable. My fear now is will it take another year and a half or even more to have my bill adjusted? What will I do to expedite the resolution of my complaint?

I previously have HP (unlimited calls to Globe/TM) & ADSL (2mbps) service with Globe Telecom for P 1, 199.00/month. I have the service from January til May 2015 and been a good payer til we need to moved house 30th of May 2015. I called Globe Customer Service and talked to one of their representative to check if I can relocate the service, Provided necessary information and then, recieved a call from them after a day or two that my new address in unserviceable. Of course, since teh service can't relocate, I told them that I will be cancelling the service since no one will be using it. Have been advise about my last bill for that month icluding the termination fee (w/c is I'm not aware of as I agreed not to have a contract, but it's ok) . I thought everything is settled about cancellation/disconnection of the service. My bill that I'm aware of is around P2, 000.00 w/c is honestly I still not able to pay 'til now for some financial difficulties. But, as of today, I just received an SMS for Globe that I owe them P7, 870.00. Why is it that high? Is my service still running for the monthly plan fee from the day I disconnect it up until now? It's been 5 months! I tried to call custoemr service today and have been waiting on the line for almost 30mins. talked to Ryan as a customer service rep., and Gosh, it took an hour for him to answer my question Why is my bill goes up to 8k? he's been checking and checking but got no clear answer. Need to end the call as my supervisor need me at that moment. Pls Globe, can someone answer my question correctly?! email me at: monica.[protected]@gmail.com

There was an electric post near our area that fell last sept 30, 2015. It had affected several utilities in our area including globe telecom's service. I didn't know know or notice until oct 1, so I called globe's hotline and according to the csr agent, there was a "network issue in our area". There was no typhoon or other tragic accidents happening in the city so I cannot understand how can globe telecom let this issue go on for the next 5-6 days! No matter how much I try to berate and shout at the csr, they could do nothing as they only read whatever is on their screen and report whatever is being shouted by an irate customer. No other explanation has been given. The technical support team should face the clients because they know the answer and should be liable for any further delays! It is soooooo frustrating because no answer can be given! 6 days and counting... How long will they continue this?!?!

1. Only 1 cashier is open for payment trnsactions. A machine is available for cash payments but since I will use my electronic gift check (EGC), I don't have a choice but to line up and get a number. 2. Arrived today (Oct. 2, 2015) at 5:15 pm in the store with only 4 numbers ahead of mine. When my number was called out, there was a problem in the system related to the password so she asked me to wait. Instead of fixing the problem, she called out the next number and processed her payment. So when I came back, the problem's obviously not yet solved. I have to wait again for her to solve it. 3. All-in-all, I waited for 55 freakin' minutes to pay. This is not acceptable for a company offering services. 4. The cashier serving me is "Kathleen" but the other one (who is apparently closed) is "Rodelyn".

I've been subscribed to gounli500 since sept 12. And since then the calls I make only last for 12 mins and 20 seconds. I have called your hotline three times already, and every time I am told the same thing which is there is a large volume of people subscribed to the promo.

First of all, why should that be your customers problem? Why do you provide services that you cannot properly accommodate?

Second thing that dumbfounds me is that I called your hotline using my cellphone. The call lasts over 12 mins and 20 seconds. That does not make sense. I cannot make globe to globe calls over 12 mins but to call your hotline, its possible?

Please make me understand that.

Thirdly, in the 2 times i've called your hotline, your customer service is unable to provide a status of my complaint. All they can say is that they have given my cellphone number to technical support. And that's it. No status of what is being done to resolve my problem.

I am very disappointed and unhappy with the service you have been providing.

I have been a globe subscriber for years and years, have been a consistent subscriber to your gounli500 promo. Actually, your calls only last for 3 hours. Is there a policy regarding that? My understanding of unli means unlimited. The definition of unlimited is not limited or restricted in terms of number, quantity, or extent. Now it is even worse — 12 mins and 20 seconds.

Unlimited service is not what I am getting!

I would like to raise a complaint regarding the preload gosakto, last night I followed the instructions which was specified as such in the card and it was okay but when I checked it this morning and tried to it to my surprise the remaining balance was 3 pesos and I load 100p pesos I never use the phone not until this morning very much appreciated if you take some actions regarding this matter. Thanks

This happened on 9/15/2015 . I loaded up on 9/11/2015 with pre-paid load worth 500 on my number ([protected]) and on 9/15/2015 I was deducted with 300+ worth of load out of no where. I didn't call anyone. Called globe service for my concern and told me to wait till the issue was investigated. My load is now 43 pesos. globe telecom continuously deducts my account without any reason and the service department can't even give me immediate action. what kind of service does globe telecom have poor service and poor turn around time for complaints.

I am expecting globe telecom to return all those unnecessary charges and fix issues ASAP

We reside in usa, these representatives are calling us to sell products even at 2 am! They call multiple times a day anytime, they dont care if we are sleeping! The worst is most of them after we signed up are asking for money for fare or to buy their snack, one representative specifically asked for money to buy kfc! Never heard of these kind of people but only from the phillipines! You are a disgrace to the race. You people need to get lesson on ethics!

I'm an online tutor and because of the very slow internet connection (.15 to.20 download speed, and .06 to .10 upload speed), I had to cancel my classes last night, August 25, 2015. This incident has really cost me a lot--penalties, score, and rating. I called 5 times last night and according to the last agent that I talked to, I have to WAIT FOR 3 BUSINESS DAYS for the feedback. I'm supposed to be earning not losing money.

This is not the first time that it happened, this is a recurring issue which started on the first month of my subscription.For instance, last Monday, August 24, 2015 I had no internet connection.

I just really want to receive a better service since that's what I'm paying for.

no internet connection for almost a month though we paid all our dues. We would like to request for a refund unless they will fix the issue as soon as possible. We keep on calling to follow up the problem but they're not doing anything. They just keep sending us the message like this, kindly see attached photo.