Smart Communications
reviews and complaints

We went to smart customer center to have our smartbro line cut. We first went to counter 1 and payment to settle all bills. Then we were instructed to go to counter 4. When we were in line we were instructed to go to counter 3 as the person from counter 3 will be the one who will assist us. When the person from counter 3 talked to us we were again instructed to wait. We were waiting for 30mins standing. My mother is a senior citizen and she waited standing. Then we were being instructed to go to here and there before we were accomodated. What kind of service is that? Is that how you treat senior citizens?

How come that I register giga70 with 1GB mobile data with 300mb youtube and 1000 text to all network. That cant be used to open other apps that used data. Then a minutes later u text me I have 10mb less wow smart! U scam all people with ur promo then when I check the balance I have a 1329.89mb why I cant used all of that even in facebook. Ur signal gets poor when I open some apps. Its so useless that I cant use it. I spend a money for nothing. Ur scammer.

I have tried all means to fix this issue with Smart Communications but they kept on ignoring my concern. I just would like to file a complaint against this company for the false advertisement on one of their Add-Ons - Tri Net Plus 399 (See attached). Nothing in their advertisement stated any restrictions regarding calls especially to a PLDT Landline. Neither of their FAQs or fine prints specify the rules and inclusions of the 500 free minute calls Smart, PLDT and T&T calls.

I took this offer to call landline numbers, mainly customer service numbers of my banks and other PLDT Landline numbers. This includes the hotline numbers of BPI, HSBC, LBC, etc. WHICH ARE ALL PLDT NUMBERS. In fairness, All calls weren't charged to my account except for BPI and some local PLDT numbers. I disputed the matter(multiple times), with their customer service but they declined my request - They cant even explain why they charged me for calling several PLDT landline numbers even without being able to consume the whole 500 free minute worth of calls. All they say is that it's their policy but that policy can't be found anywhere visible to their consumers.

I'm raising this issue since I find it a very serious matter and I am sure that there are MILLIONS of subscribers affected but are silent of this issue. I know it's a small amount, but if multiplied to all the millions of the DECEIVED Smart subscribers, this would amount a fortune and I can't just let Smart get away with that. These are hard-earned money of the millions of Filipinos, and I will not allow anyone, moreso a big company like PLDT/Smart to take advantage of our Forgiving-ful attitude . I hope that you're one with me in correcting these kind of bad business practices and i'm looking forward that you call-out Smart and investigate or penalise them if needed, so they could immediately stop deceiving their customers for their own personal gain.

Smart service is horrible. I've been using smart gold for 2 years and 5 months now. I'm having issues with my data, whenever I turned on data I'm getting connection lost every 2 minutes. I can't even use it properly though I'm paying for it and I have to use my prepaid GLOBE just to surf the web and download videos. I aslo asked assistance from customer care about the dispute for the five days I wasn't able to use the service when I renew my contract and got my retention. I waited for a month on the first case that was created and found out that it was disapproved. Another case was opened and waited for another month and was found out again that it was disapproved on the second time. They said that it was a valid charge, how come that it was valid if I was not able to use the service that as far as I know I'm paying for. This is it ridiculous. Refund back the money that I paid for wherein was not able to use my service.

I applied last year (October 3, 2015) for a Smart postpaid line online and was approved this year (January 7, 2016). The process in buying a phone and sim through your Online Store is not satisfactory at all. Although there are some good points. Its the back end processing that needs a huge improvement.

1. Online application submission is a breeze.
2. I don't know why it takes too long to approve or decline an application.
3. When I got the email that I can already pay, the payment link is not working.
4. Had to call the hotline and me calling for the first time is a struggle. There is no option for future customers or online store customers. Had to think of a Smart Number that I can enter before I can talk to someone.
5. When I escalated the concern I was happy that the payment link was fixed the following day. However, here's the thing. Nobody even bothered to call me or email me or send me a message that hey, please try the link again. See the thing is the payment link expires in 3 days and if I didnt get I wouldnt know that the link has been fixed.
6. So I went ahead and processed the last part for my application and clicked on Cash on Delivery.
7. To my dismay I had to follow up several times each day just to get my phone delivered. I was informed that the process takes longer if its cash on delivery cause they have to send it manually to the warehouse each day for processing. My information was validated twice yet days and week went by and still the phone has not been delivered.
8. Mid January had to go through Smart Website Chat and Smart Hotline just to make a follow up and finally I got the phone on January 25, 2016 around 11AM. Had to coordinate to wwwExpress because they mentioned that there was no contact number in my package. Imagine that after giving all this information twice to your Smart Representative it was not notated and relayed.
9. So I was informed that it will take 24hours for reactivation and I waited.I called Smart Hotline the following day and the day after and after and after:

Jan. 26, 2016 - Paolo/Polo - [protected]
Will send a request for activation

Jan. 26, 2016 (6pm) - Damien - [protected]
Will send a request for activation

Jan. 27, 2016 (4pm) - Daniel- 4pm / Stephanie (Telesales)
Will send a request for activation

Jan. 28, 2016 Eva
Advised me to wait for 30 minutes for the line activation

Jan. 28, 2016 Jay 11:27am
Will send an email request for line activation

Jan. 29, 2016 Jay 11:14am
Will do the same
Talked to a supervisor names Ken who will do the same.

Jan. 29, 2016 5:41PM
Vincent and Shayne will do the same

I forgot who from them mentioned that they are waiting for the couriers confirmation so they can activate the phone line and that the payment has been received. So what I did was, I called wwwExpress and was informed that on the day that my phone was delivered (1/25/16) they sent an email to Smart about this.

Feb. 1, 2016 Rose
Mentioned that she will do the same, escalate will forward to the online team and so on and to wait for 24 to 48 hours for activation.

Feb. 2, 2016 Monica (Supervisor - Elvie Umbac)
Monica informed me of the following:
> there was no response from the online team.
> they encountered a problem activating the line.
> there was no supervisor available and that they are on a meeting.
> a follow up has been made around 9am.
> monitor my number for line activation.
> will send another follow up for the line activation.

Feb-3 Meds said that the line activation was approved January 26 and there were no notes in my SR numbers.

Feb-4 Followed up my line activation and Denya gave a another SR number which is [protected]

Feb-5 Jade will follow up
Feb-6 Dorothy and Mico will follow up
Feb-7 Arky will follow up
Feb-8 Got a message that my application expired due to non payment even if i already paid and Rey and eva will follow up
Feb-10 Zane will follow up and create a report to the IT team for payment notification
Feb-11Princess and cherry ann will follow up because they dont know what happened

For all the time that I felt frustrated about the line activation I asked for a supervisor and no one is always available except for Ken. I even asked that its okay for them to call me back but still didnt get any callback.

Going through the hotline was awful, knowing that they dont know anything or that they cannot do anything simply because they dont handle online applications is truly awful.

So I went ahead and tried chatting again in the Online Store website and got referred to FB, twitter and onlinfulfillment. But to my horror no one is replying too even in the Contact us part of Smart Online.

Til now my postpaid line is still not active.
Application SR number: [protected]

Can somebody from the Govt or the NPA punish Smart communication from this outright robbery of paying customers! Even the media which os also controlled by this company is silent! Kinokolekta ka pero salaula ang serbisyo#€%£€*, €}£#£~£|£| na nyo!