Globe Telecom

I've been a globe subscriber since 2012. During that time i'm in group plan for 1499 and added 1 single line last 2013. But last year i decided to seperate my accounts for group plans. Since then the problem start group plan has been separated and 2 numbers are been disconnected however the only line left on the group plan keep consuming data and keep charging me for fee which is still in group plan. And the other additional line acvount is worst since account was been separated last july 2014 we found out recently that the line was connected to a different account holder and account number. And befire we try to use the wrong account number to pay our bills without knowing that itis the wrong account cause it was been provided by the system generated *143# si we are comfirtably that it is the right account and when the line suddenly disconnected last august, i called their hotline but the last consultant didnt gave me the reason why it was disconnected. Until i spoke to jp consultants name and foundiut that there is somethings wrong with the account and after that we went to globe store and show the text messages the lady from globe said that we have differentacvount number and the account number that wa been register to *143# is incorrect. Since july our payment are updated however it was been deposit to incorrect account they advc us ti submit a sample receipt but we dont have it anymore and try to explain it to them but instead of help they trying to accuse us that we really not paying our bills, now that line is disconnected and according to last cinsultant when we tried to call the hotline yesterday it is already been cancelled and nothing can do on that account, to think that it's not our fault if they provide us wrong account and they want us to pay the 8000 reflected on the correct account cause we dont have anymore the copy of our receipt.

Good day,

I just want to give a feedback and a formal complaint report regarding my globe post paid application.
My application was submitted thru online for about two months now.
I have submitted and complied with the necessary requirements in availing a postpaid plan.
I need to call the hotline several times, and I mean "several times" just to follow up on the status of my application.
It's almost 2 MONTHS that if I did not call the hotline I would not know the status of application, it has been approved but there is no unit available as per hotline's advised.
I was not asked what do I want to do, I was not told on how long is the waiting time, even if you see my call records of follow up it would reflect that it seems I keep on following up because no feedback was given to me.
I patiently waited several weeks but there is still no handset delivery, it's as if globe has no interest of sending me one nor care about my application.
I thought of applying online because I believed the process would be faster but I was so WRONG.
I again called and when I said I think it would be better of I applied through store and one of those representative I've talked to says that 'yes sir it is better, pwede naman sa store nalang kayo mag apply', what an answer, it's as if the representative just don't want to assist me anymore, no empathy at all nor an attempt to help me resolved the issue of having the handset be changed so it could be delivered to me.
To cut it short, I have spent most of the time calling your globe hotline, be transferred to all the "correct department", talking to the 'right people' but there's seems to be NONE, until now, no feedback, no update.
I can't even apply through your store because they said that my online application should be cancelled first before I can apply and that I have to wait for 3 days for it to be done, and another 7 days for the another approval through store which I doubt would happened since it was also the processing time I read online but never happened and took me at least 2 long Months.
I am writing this letter to let you know from a customer's point of view that i just feel so devastated that I had to spend time calling and do all the follow ups when all I am asking as a customer is a feedback on the status of my application, on when it will be delivered or if it will ever be delivered and so once and for all i am hoping that i will have an answer on my application.
thank you very much.

Eduard Jo S. Layug
[protected]

Ref. #: [protected]

Hi, we have postpaid plan and we have been charge for the past three months of local data charges of which we didnt use. We complained it last month in Robinsons Manila branch that we were charged for local data charges for 2months but we didnt use them, not only that the report didnt have any results but we were still charged for another use of local data. My brother reported it again and asked what these charges were for, your representatives didnt know it either and said that the charges cannot be refunded because it is beyond the contestability period. But please take into consideration that we reported it before the contestability period, its just that no results happened which was dependent on your part.

This is what i messaged to globe facebook and their contact us page on their website

Someone from the Globe office opened a phone line under my name in 2011 and was disconnected in 2013. There was a balance of Php7000 and they want me to pay before i can get my loyalty rewards. The billing address of the 3rd line is not even associated with me in any way and nowhere near my own address but was activated successfully. I also never received any billing notice for this line which is highly unusual as I received a billing notice for two other lines that are in my name. This just means someone from their company accessed my information and used it to create a 3rd line. I escalated this with them and will want to sue them for letting this happen.

I am so disappointed on how Globe handles new customers. I applied for a postpaid plan and got the gadget and the sim on the same day which I thought was exceptional service. I was told to wait for 24 hours for my service to be activated. I was under the impression they would take care of everything and I just have to wait. I work for a telco based in NZ and I know how the processes are for activation/new connection. I'm just surprised their SLA is 24hrs while in NZ, we just say within 4 hrs. Anyway, no activation was made for 2 days. When I called their hotline, they told me my name was not showing up on their system. No record of my application or even a confirmation that I paid for the cashout for the phone and the 1 month advance for the plan. This is so frusrating.

Hello, please check whats happening with my prepaid phone no. xxxxxxx. two times already that I loaded PHP150 this week. there were txt messages that i received informing me that they were credited already but when id register for Superunli150. it says i have no c load. The latest one happened just t PM. I couldnt even access balance inquiry for the same reason i dont have enough load. what is this, can someone steal a subscribers load?

I contact globe customer service to change my internet service from 700mb to 1.5GB of data browsing per month. I was promised that it will take effect the next 30-day cycle. After a new cycle started my outgoing service was deactivated due to my unbilled charges that was already exceeded to my credit limit. It was exceeded because of my data services. I checked my data usage and I'm 100% sure that I haven't used up all my 1.5GB of data. So I contact globe again to asked why. They told me the process was cancelled because of the system(that means i am still on the 700MB plan) and I have to request again and it will start next month and then I asked what will happen for this current month and she said "ganun parin po, hindi na po namin ma change yun kasi ang system ang nag cancel". So thats it? I still have to pay the regular browsing charges wherein it's their systems fault and NOT mine and they sounded like it was my fault. They always leave a promise but wala namang nangyayari.

And so, my suffering continuous in the hands of Globe's very bad Internet service. On and off. On and off. Like Christmas lights.

The last time I made a complaint was Friday, 12 Sept. 2014. I mentioned the name of the rep that I was complaining about but they still managed to ask me the name. No reading comprehension? Maybe they wanted the full name.

About an hour after I called 211, I got Internet service for about an hour or two only and it went dead again. Wasn't able to call 211 again as I need to go to sleep for my night shift work.

The following day, I called 211 again and was able to speak to Kai and got a ticket number. It was scheduled on Monday so I asked if it can be done the same day as I haven't had a decent Internet service for 2 weeks now, and it's a weekend. He said he'll put in a note but... he reassured me that it will be fixed on or before Monday. So, back to where we were.

Meanwhile, I kept on getting messages from Globe for the previous complaint, last of which was Sunday morning, assuring me that they working on it, apologizes, and never heard from them until I sent another message on Monday, around 12 noon.

I waited and waited, and no technician came or even called. I sent another message ASKING their tech guys not to call or show up as my waiting time for the day is over. It's my sleeping time and will be busy preparing for work when I wake up.

Yesterday, a certain Joy called me and asked if the service is back. I said yes, but for sure, it will be out again in a few hours. She asked if she could close the trouble ticket. I said no because the issue is intermittent and asked if we could keep it open for another 2 or 3 days. She agreed. Later, the service is out again.

Then their tech guy called me a couple of times around 7PM, the time where I'm busy preparing for work! Since I had a few minutes to spare, I called 211 only to find out that THE TROUBLE TICKET WAS CLOSED BECAUSE NOBODY WAS ANSWERING THE TECH GUY'S CALL!

I got to read my latest billing statement this July 2013 and found that I have 2, 205+ mins of web/internet charges amounting to 600+ pesos. I did not use my mobile internet as the phone is used for calling and texting. I complained the same issue last month and had the data mobile closed through Globe hotline. They had my previous bill adjusted and this time, they claimed that the internet charges were valid. How can I have internet. Hanged if I already had it closed? Why are they not adjusting my bill now? Damn Globe! They want our money with their very poor service! Now, my Globe operator (Shane) kept me on hold for more than 40 minutes and I already told her that I would like to speak to their supervisor because she could not resolve my issue... She is a neophyte.

Globe,

What the hell is wrong with your system. I used your share-a-load service (6/26/14 10:08pm) to transfer load from my mobile number [protected] to my tattoo wifi 3G number [protected]. I transferred 55php, I received an sms notif that the transaction was successful (trans id: [protected]), load was deducted from my mobile number, but then, my tattoo wifi number did not receive any. I tried sending one peso (10:29pm) in the same number and voila, one peso received. I am 100% sure that I sent the 55php in the correct number. I am not stupid. I tried texting your customer service thing trice, but guess what? All agents are busy. I guess a lot of complaints are coming in huh? This country is already invaded by corrupt politicians and Jesus Christ, even private companies like yourselves are no good. Please have mercy in this dying country and improve your services. We are paying for it for crying out loud. One day, people like me will get tired of your crap and switch to another telecom so that you would realize how important it is to be a reliable network who values their subscribers, be it post paid or prepaid. Sorry, not sorry.

One of your many (i am sure of that) pissed off customer, Ma. Michelle L. Umali, globe prepaid subscriber for, like, a long long time but still isn't seeing improvement in your company's services.

Today, a Globe manager failed to call me. I have another (staff) complaint because a supervisor hang up on me the other day.
Why is this recurring? Aren't they trained to handle calls properly? Can they atleast show that they're professionals too?

It started few days ago when I received my bill. I called their call center questioning why they charged me an additional 400+ pesos. They told me that it's because I downgraded my plan. I told them that i am no longer in contract, therefore, no additional fees should apply. Their staff insisted that prior to downgrade, their call center staff advised me over the phone about this fee. I told them that when i downgraded the plan, the staff did not tell me about add'l charges. I then asked them to pull up the recordings and check who's telling the truth but they won't do it...

Can't continue this anymore, Globe has always been a pain in the ###. They don't know customer service. Most of their staffs are very incompetent, unreliable, and dishonest. I not sure whether this letter be make a difference or not. I have had issues with Globe and they just keep on ignoring it.

NTC guys, can you please help me on this one? Are there any government agencies that can help customer like me? Please don't disregard this letter. I sent you emails before but you didn't reply.

Thanks and God bless
From a Furious Customer

A new Globe store specialist, Jurito T. Jastia Jr. in SM North Edsa Annex has been rendering poor service to the irate of customers. He addresses the customers with disrespect as if he owns the company. He is not fit to do his job in a professional manner and apparently does not know anything of what he's doing. He is not able to function well under pressure and argues with customers if he is not able to provide them with good explanation.

Globe Telecom is a phone communication set up to for inmates to make collect calls from prison to family, friends, etc.. This Globe phone company intentionally block all other phone systems, such as Century Link, Quest, Camcast, to only accept collect phone call from prisoners threw Globe Telecom. The Public or customers the have the own phone or collect call threw there phone company are being violated by being block or force to pay Globe Telecom funds to recieved call from there family members or prisoners; when the Customer or Public person has allready pay for or allow to recieve collect threw there own phone company (which a public phone system> My ph. no. is [protected]. I am century link customer and have collect phone call on my landline. Globe telecom block my Century link line and want me to pay double for collect calls threw there system. This is violation of the Public rights to communication and right not help to contract without agreement to contract. This company has violation numerous laws by invading rights of consumer and customers of Century link ; inviolation of Laws setfore by United States Of American.

Sept. 22, 2013 when I decided to apply for an additional post paid plan at Globe Robinson's Place Manila. Mr. Espedido assisted me in my new application and asked an I.D. that will prove my identity but the said application was denied after assessment of my profile due to the broadband which is under my name with P8, 848.97 amount of credit of but already terminated. It is very clear to my knowledge that somebody used my identity. That information puzzled me because how did the staff of Globe approved the broadband application, knowingly that in their records it wasn't me because the information of that fraud person and me didn't matched. As soon as I found out that someone uses my name I submitted the other day an affidavit of denial but due to negligence Mr. Espedido lost it. I also submitted other pertinent documents like Xerox copy of NSO Marriage contract, letter of protest, DepEd ID. I believe that my identity was used by the insider because the license I.D. I submitted in my first application was used or it was a clear manifestation of an inside job. The status SINGLE, ADDRESS, and MOTHER MAIDEN NAME and SIGNATURE of this fraud person do not matched with my legal documents and the 3 affix signature under my license was not my signature because the letter "v" and "z" in my surname was too different from him.

We've been subscribing to some of Globe's postpaid plans. I say 'we' because my tita is the one applying and gives us the gadget so we're the ones paying the bills out of our allowances. One time I asked her about how the advance payment is being consumed. She told me she doesn't know because everytime she asks them she gets confused, which btw I think is a tactic they do so u'll feel like an idiot and just go on and pretend u understood.

Now I got my second postpaid plan. About 15 or 16 days after it got activated, I tried checking on my outstanding balance thru *143# in thoughts there would be nothing yet. To my surprise, it said I have 451 balance due on March 2 and my cut off date is every 9th of the month. I was like 9? Why 9 when my account got activated on the 27th? So I contacted them. I wanted them to change my cut off date because I was under the impression that my first bill will be counted 30 days from the date it got activated. But they said it can be done but it will only take effect after 30 days. I said that is unacceptable. So the bill was a pro rate charge for what I have consumed from Jan27-Feb9 oh my gosh! When I asked the agent Edmond about their basis in determining the cut off date, HE PREMATURELY TERMINATED THE CHAT AND SENT ME HIS CLOSING SPIEL.

So I contacted them again. Another stupid thing they do is to ask about a chat ticket number if you have one. I thought that was for ease of checking on the previous chat so u dont have to tell them the issue again from scratch. WhenI did provide for my chat ticket number with Edmond, the previous agent, Olivia, the subsequent agent said she cannot check on it. The EFF! Whatta waste! Same thing, she didnt resolve the issue. She wasnt replying for a few minutes and then the system suddenly said I am being transferred to a BBR agent?! What the F is a BBR agent?! Eventually, no BBR agent available said the system. DON'T THEY KNOW THAT BEFORE A CUSTOMER IS TO BE TRANSFERRED, HE HAS TO BE INFORMED ABOUT IT AND THE REASON WHY SUCH ACTIS NEEDED?! HAVE THEY BEEN TRAINED?!

Wouldn't you feel infuriated when this happens to you?

I was tweeting about this the same time I was talking to their agents. Guess what? 4 agents assisted me and no one of them has been helpful. One agent provided me my bill's breakdown according to them.

Hero of Globe: "Here's the details of your 1st bill: total amount due is 451.15. (breakdown): prorated MSF from Jan27 - Feb9 amounting 402.82 w/o VAT -and advance MSF 999 from Feb10 - Mar9 amounting 891.96 w/o VAT. *plus VAT 155.37 = 1, 450.15 less advance payment 999 = 451.15"

That just got me confused. I tried computing it myself. If you would check on every figure he provided, you will see that the allegedly 155.37 VAT cannot be a 12% VAT to any of em. Did you notice how they even included the advance payment? That is bullcrap. The 451.15 is actually 402.82 (charge for what I have consumed from 1/27-2/9) plus 48.33 (actual 12% VAT). This should have been the equation given to me. But why did they do that? Was it for me to think that my advance payment has really been consumed? LOL. I aint fool. I may not be good in Math but this one's pretty basic. And 891.96 MSF? What happened to 999? Smh.

Nonetheless, I still don't agree to this. I'm still pushing that my first bill should cover Jan 27 until February 26. That is not a big amount if I'm going to tolerate this, they'll just continue doing it. Does anyone of you know if there is any Philippine version of Better Business Bureau (BBB) here in the Philippines? I wish to file a complaint.

I already cancelled my plan with You (GLOBE). false promises made by your sales rep. abt freebies for sending of requirements within the day and QUICK approval of line application. I went through the trouble of getting those requirements done ASAP so I can have my line within the week before my clients leave the country. now youve really impacted on my business!

You even got my office number wrong when I repeated it twice. Called my office at my preferred time to call (personally me) and then called me when im asleep. who the hell calls office at 7am/8am! your agents dont wanna escalate me to a manager! ive called several time and no progress yet whatsoever! the hell with your customer service! stop calling me to bug me with sorry and the line is still in process when it is not! delete my data on your systems!

When I use my prepaid tattoo stick, the connection is very slow or none at all. The signal is good but download speed is 0.00. But when I subscribe to globe's supersurf50 service, the speed suddenly climbs up to as much as 9 mbps. I feel globe is trying to force us prepaid users to continuously subscribe to their supersurf service which is against our will.

I returned my defective Iphone5 I got from Globe last August 23, 2013. Today is October 29 and I have not even once received any feedback whatsoever from them. I returned my phone in the business center in GT Tower in Mandaluyong and now they have moved to Taguig. I called up the hotline to follow-up my concern and it was escalated numerous times since according to the CSR that the tech support has not yet provided any feedback onmy def phone. Again, I called up earlier and the CSR told me that I need to contact the branch/business center in Taguig to know the status of my defective phone. Now, I tried looking for the contact number of the said Taguig Bus center and i could not find any (CSR does not even know the contact numbers of their business centers). I called up one branch to ask the contact numbers and they told me that Taguig does not have a landline. They adviced me that I need to go there just so I can follow-up my defective phone. Seriously? I have to go all the way to Taguig just so they can tell me that my phone is still not repaired?

Regarding po s binili kong prepaid pocket wifi last MAY 2013 sa halagang P2, 899.00. Halos wala pa pong 2 wks. kong nagagamit ang nasabing item eh nasira na po ito ( ayaw mong mag connect ng wifi s anumang gadgets).Hindi ko po ito agad naibalik kc may trabaho ako kaya nung JUNE 27 2013 dinala ko po s Sm lipa ang prepaid pocket wifi pra patingnan s mismong binilhan ko nito s GLOBE TELECOM SM LIPA at dahil 1 wk. lang po ang warranty hindi po ito napalitan ng bagong unit. At dahil alam ko po na hindi ko naibalik sa tamang warranty date kelangan ko po sumunod sa policy ng GLOBE.. As per Mr. ROX LAURENTE IVAO (CSA) maghintay daw po ako ng mga 1 month or tawag sa binigay kong contact #. NAghintay po ako ng tawag hanggang 3 months pero wala po akong ntatanggap na tawag kaya sinadya ko na po s SM LIPA GLOBE at ang sabi nung isang teller ay hindi pa raw po gawa" UNDER REPAIR" pa ng customer service ang sabi sakin after 2 hrs. akong naghintay tawagin ang # ko yun lang ang nakuha kong sagot sa teller. NAgbalik ulit po ako ng Oct.3, 10 and 16 at lahat po yun ang sagot sakin ng teller ay UNDER REPAIR pa rin. BAka naman po pwede nyong aksyunan ang complain ko na eto kc ako po ako 1 wk. lang nadelayed na hindi naibalik ang item pumayag na for repair dahila alm ko po na may mali ako at wala pa 1 month ko napakinabangan or nagamit ang item sa halagang 2, 899 pa nung binili ko pero ngayon po ang prepaid pocket wifi na lang ay naghahalagang 1, 900 na lang bumaba na po ang nasabi nyong produkto pero yung sakin na binili ko pa ng mas mahal eh hindi man lang mabigyan ng aksyon at higit sa lahat mas matagal pa sa repair ang unit ko fr. JUNE to present kesa sa nagamit ko lang na halos 2 wks. lang Bilang consumer ng inyong network di ba nakakahiya naman po para sa customer na gaya ko ang ganitong sitwasyon? Ganun na lang ba kayo kaluwag para tanggapin na lamang lagi ang sagot sa inyo ng supplier nyo na ganun lang kahit bumilang na ng buwan ? Sinisira nila ang good service ng GLOBE TELECOM..Sana magawan ng aksyon ang reklamo ko na eto ...IMEI NO. [protected] ( CLAIM SLIP)

I applied for a postpaid plan from them (SM Megamall Branch) on June 18, 2013. Sadly, it took them a while to polish everything and got a phone call from them on July 5, 2013 saying that my application was already approved and they would let the said branch call me once my purchase is available for pick up. They couldn't give a turn around time which is imperative on setting a customer's expectation. Made several phone calls for follow up and they kept promising to give me a call w/in the day and I was too stupid to think that they would do that. "Sobrang Paasa". I am someone who is going make business w/ them but it appears that they are not that eager to have a new one. But I want to thank them for making me realize this early that I won't get a satisfactory service I need. By the time they call me, I would gladly cancel the application.