Globe Telecom review: False information provided & break the consumer protection laws

Dear Globe Telecom Customer Service,

I am writing to formally lodge a complaint concerning the unacceptable treatment my wife received at your SM Naga store on June 3, 2025, during her attempt to replace a lost SIM card. The sequence of events not only violated our consumer rights but also subjected us to undue stress and coercion.

Incident Details:

Date and Location: June 3, 2025, SM Naga , Globe Store

Customer: Maria Angelica Parcia Trabezonda, Wife's Mobile Number +[protected] which is needed for replacement.

Upon arrival, my wife obtained a token and proceeded to the customer care section. She was informed that an affidavit of loss was required, which we had already prepared and submitted. Subsequently, she was asked to present her original passport and national ID, which we provided. However, the staff insisted on additional personal details, such as the exact date of the SIM loss, the last load amount, and the date of SIM purchase.

Note: Store manger said sim was still in active stage and he was asking to prove the ownership. I have informed to store manger to do a verfication and get the data from GLOBE.

Despite our compliance, the store manager informed me that my wife could not recall these details accurately, leading to the rejection of the SIM replacement request. After over an hour of discussion, the manager suggested that upgrading to a postpaid plan would facilitate the issuance of a new SIM. When I questioned the necessity of this upgrade, the manager abruptly halted the conversation and stated that verification with your team would be conducted before proceeding with the SIM replacement.

Suggestions: Kindly do a through investigation on the store team on there integrity with customers statisfication and there mangers practices on policies hence he do these type of unformal things which is not accepeted under consumer protection.

Consumer Rights Violations:

This incident constitutes a violation of several consumer protection laws:

Republic Act No. 7394 (Consumer Act of the Philippines): This Act mandates that consumers be protected against deceptive practices and unfair trade. The refusal to replace the SIM without valid justification and the coercion to upgrade to a postpaid plan are clear violations of this Act.

Republic Act No. 7925 (Public Telecommunications Policy Act of the Philippines): This Act ensures that telecommunications services are provided to the public in a fair and equitable manner. The actions of your staff at the SM Naga store contradict the principles outlined in this Act.

Mental and Emotional Distress: The prolonged wait time, coupled with the coercive tactics employed by your staff, caused significant stress and emotional distress to my wife, which is unacceptable.

Request for Resolution:

In light of the above, I respectfully request the following:

Immediate Issuance of a Replacement SIM: Without the need for an upgrade to a postpaid plan, as per your company's standard procedures.

Investigation into the Conduct of the SM Naga Store Staff: Particularly the manager, for their unprofessional behavior and violation of consumer rights.

Compensation for the Distress Caused: Including any applicable penalties as stipulated under Philippine consumer protection laws.(complaintsboard.com)

Please consider this a formal complaint, and I expect a prompt response within 7 days from the date of this email. Failure to address this matter adequately will compel me to escalate the issue to the Department of Trade and Industry (DTI) through the 1-DTI hotline (1-384), the National Telecommunications Commission (NTC), and other relevant authorities.

Thank you for your immediate attention to this serious matter.

Sincerely,

RAJA SHEKAR BUSKA,

Mobile: +[protected].