Globe Telecom
reviews and complaints

On Aug 24th I received my email billing from Globe (21st month August) that billing indicated a balance of 472.12 due on 02 Sept 2018.
On Aug 26th I received a text message from Globe demanding a payment of P1972.12 or outgoing service would be discontinued.
Responses from Customer Service are just 'canned text' responses with zero answers to my questions.
First and foremost the account was current (not deliquent) and I have all my Globe payment receipts from LBC.
Second, the account demand was immediately paid (within the hour of receiving the text message) even though the demand for payment was fraudulent.
This the second instance of fraudulent billing from Globe Telecom within the last 8 months.
A formal complaint has now been filed with the NTC and consultation with an attorney is pending
NO response from Globe has been received other than an automated message.

I have already sent 3 volume boost requests for my account #[protected] from 3 days ago but none of them has been delivered. Last week I also applied for a plan upgrade but I got no feedback after 48 hours. I called up the next day and customer service agent said they didn't have my email. How come? I'm on paperless billing. Then I was promised escalation of my request. I followed up on it the next day via Globe chat on FB and I was told they would have to rework my request. My, oh my! I'm a long-time customer of good standing and I was only asking for an upgrade. They were not sending feedback and I was only made aware of the status when I called up. Presently, I'm on 0.0 data as I write this and have decided to try their Android app to make another upgrade request. I feel very uncertain if Globe would promptly deliver this time. What's wrong with this company?

My name is Laura Gabieta Suzuki with Residence in Blk 6 LOt 12B Onyx St. Pilar-Village, Las Pinas, Globe Customer: [protected], Phone Number, which use: [protected], really, my claim is about the bad service and abuse, through its Call Center, who received my infinite complaints about poor Internet service and excessive bill collections, arriving in the month of January, to decide to "CANCEL" said service, for which, I have the numerical reference, of that report made to the Call Center "Globe Telecomunications", without a doubt, they to my cancellation of services, they promised me, to adjust the last receipt of payment, which, they never did, until the date, for the On the contrary, they sent me a receipt, with the alleged fines for not paying that invoice, which were adjusted.
Today, Sunday, August 12, 2018, call the Globe Telecomunications Call Center again, but, unfortunately, they treated me as anything, less as a person, moving from one place to another, and without reference.
Waiting for your suggestions and / or solutions.

my account number is #[protected] at globe but almost 1 month super slow internet maybe an hour good internet but every 11:00 am until midnight have slow internet what happen to globe my speed test my download 0.50 mbps. my upload 5.70 mbps i wanna call to the costumer service but he wanna ask me to schedule on july 26, 2018 for repair but until now august 9, 2018 no tower technician to repair my internet what happen? globe? if you wanna claim your payment your very so fast but your service is very very so slow almost 2 weeks on the schedule to repair my internet no tower technician to repair my internet.what days you wanna repair my internet? christmas or new year ask me tell me the true I do not expect so I did not expect and hurt plz.

Having no need for the landline, I called Globe support to disconnect my landline Account no. [protected] in Feb 2018. For some reason, I found out 5 months later that the account was instead placed ONLY in 1 month suspension and Globe claimed to have resurrected the line although several tests on the landline handset made to see if the line has been actually disconnected were a constant 'register failed' message. The landline was not used at all from Feb to July.

Globe also did not send the usual monthly ONLINE bills from March to June. Since the disconnection/suspension, the first bill of P2596.44 came in July. This bill erroneously state a 'Previous bill amount of P1997.44' simply because there was no previous bill received that would inform the account holder of the claimed 'unpaid' amount. By email, Globe admitted there really was no previous bill sent but I should have paid anyway since I knew the monthly payment. That was an absurd claim in my opinion. At any rate, Globe is in a position to see if a line is actively being used or not and they are out of line to charge a customer for an 'imagined service' with corresponding VAT charges at that.

Can you please help resolve the matter. Attached is a copy of the July bill.

Sometime in June, my son Dev Luke Kalayaan O. Montenegro and I went to your office in Robinson's Place in Calindagan, Dumaguete to process the transfer of my account to his name. It took us almost two hours there to go through and complete the documents, and we were assured everything was okay. Yet, just today I was informed that you cannot transfer the account because you need a letter from me. Why was this information withheld when I was there with him to process the documents? Why give this information only at a time when I am not around physically to help my son in processing the documents?

In this light, please allow the transfer of overpayments credited to my account #[protected] in the amount of Php 7, 344.53 (Seven Thousand three Hundred forty-four and fifty-three centavos) to my son Dev Luke Kalayaan O. Montenegro's account #[protected]. It with high hopes that your office will now straighten the records concerning our accounts.

Our house address where my son lives is 3750 National Highway, Ajong, Sibulan, Negros Oriental. Thanks.

They switch my account to one with data cap to a previous one that's unlimited. They can't give me the proof that someone from us gave the authorization to have it upgraded and now we are suffering the data cap. I called multiple times and was even advised that they will send me the recordings and that they will instead upgrade my package to one that has higher data cap. that's more than a month ago, I did called for a follow up and was advised by their customer service that the request is still pending (date July 11). Now I tried to call again and was advised that the upgrade was denied and that was filed on June 17. So why did the agent that I talked to last July 11 said that request is still open? and why was I guaranteed by their supervisor that the upgrade will push through? Now the new supervisor told me that she can't do anything or even compensate me for those wasted time as well as the initial complaint that I have which is them changing our package without proper authorization. They said that they can't do anything until their facilities were changed / upgraded. We've had Globe for 5 years and they have never changed or upgraded their facilities for that long? What? I'll have to wait for another 10 years? If there's just a diffrent intternet provider that I can switch to, I would have done that in an instant. Crappy service Globe, very crappy service. Both facilities and Customer Care Services!

I had loaded my tattoo sim to a certain store thru auto load max with mobile number [protected] trace number [protected] and they charged me 5 pesos and i asked the store keeper why to much, he replied to me it`is been long time the charged cost is like that. As i know there will be no extra charges when you loaded your sim. Please be advised. Thank you .

This is the story. I called last sunday, at about 10:00 to follow up the status of my dispute regarding the installation fee of my broadband which i was not informed during the application and installation. She put my call ON MUTE and after 20 min i decided to say HELLO because she never get back to me. After saying hello for 5 or 6 times, thats the only time she answered back. I asked her why she put me on mute, because what i know as a former call center agent, she supposed to put me ON HOLD, and even get back to call from time to time to inform the customer that she needs more time to process the request. She argued with me and i decided to ask for a supervisor. She put me ON HOLD for 25 minutes and then i heard 2 rings and put ON HOLD again for 25 minutes and then refresh the aux and put ON HOLD again for another 20 min., and after that SHE DROP THE CALL.
So unacceptable behavior of your agent.

With this, i would like to get feedback on what happened with my complaint.

Hoping for an immediate response.

Thank you.

Relly Cruz (signed)
[protected]

To Globe Corporate/Management,

Please be advised that I have sent a formal complaint to the NTC regarding your unjust disruption of my DSL internet service and for disrespectful customer service.

Account number [protected]
Account owner: Omar Vicente

On July 4th, I lost my DSL connection. I called your Globe hotline 211 and was advised that the earliest possible time my internet issue would be fixed was July 12. I negotiated if this could be done earlier as this was the second time this occurred (2 times in 2 months since June). I was promised by your Globe Service Support that it was noted. Two days later, I Globe contractor arrived but could not fix our issue as they claimed they were a Fiber Optics team and not a DSL repair team. I was given another expectation that they would call back and confirm if another team would be sent. They did not call back.

I have been calling 211 for several days for follow-up and gave me no resolution and continued to repeat the scheduled date of repair. This is where I escalated the issue and demanded for an L2 again promised me a resolution would be provided on or before Monday July 9. This resolution did not materialize and I further escalated this issue and demanded for an Operations Manager.

I was put on hold several times, disconnected while on transfer and ignored by OMs giving reasons that they were on lunch or were engaged in a call.

Hence, my complaint is now with the NTC and will be processed within the week. To set expectations, I will not withdraw this complaint unless the following terms are met.

1. I demand the highest DSL broadband plan (Php4499/200Mbps) for FREE for 6 months before reverting to my original 999 plan at the end of 6 months.

or

2. The Php1599/10Mbps DSL Broadband plan but I will only pay Php999 for 6 moths then revert back to my original 999 plan at the end of 6 months.

If I am not given either of the 2 plans as compensation, I will continue with my NTC complaint and this will cost you income, revenue, jobs and your image.

I would not have resorted to this measure had your service immediately restored my original DSL connection.

I hope I have made myself clear regarding this non-negotiable matter. Please comply with my terms and you will still keep me as a loyal customer.

Omar J. Vicente

I would like to file a complaint against Globe of how encompetent they were in fixing my internet issues considering that my service is just 4months old yet I already have more or less 7 technicians. Last 5th of July, I had another technician visit and the technician just checked if I had a dial tone, went out, told me that they'll just check the main box and NEVER CAME BACK. I called the hotline again, and they rebooked my appointment, sadly, the technician just noted that I am not available where in fact, I took a leave of my work as I want to personally talk to the technicians regarding with the on going issue of my service. They rescheduled me again for today, I took a leave at work again, and the same thing happened- THE TECHNICIAN DIDNT CAME! And when I called the hotline all they can say is sorry and another assurance! If only I dont have a contract with them, I should have chosen another provider! Globe please, I am really frustrated of how you are providing your service! I dont care how encompetent your agents are, but please make sure that I am getting the service I am paying for!

We have no internet connection and no dial tone on our telephone. I called twice. One is Saturday and one is Sunday, and even confirmed to me that they will go for onsite repair Monday morning. After lunch on Monday, i called again for follow up and said that my request for onsite repair was not approved and hence moved on Wednesday!
I am really pissed because there was no feedback that my request was not approved, and is there such a case?! MY main concern is the landline specially that we have typhoon now and we need it for in case of Emergency. And you know what's really disappointing? The customer service said sorry that they have many complaints at the moment and their priorities are the business complaints rather than residentials! how unfair!

I would like to complain for no internet connection for the past three days. The internet was installed two weeks ago only hence I have no oustanding unpaid bills. when I tried to report this to your customer service by entering my code [protected] the operator responded that my code is invalid.My address is Tanza Timawa Zone II iloilo City, Philippines . tel No. is [protected]
Hoping that my concern will be addressed the soonest time possible.

Thank You.

Larina E. Gonzales

Okies, I was late on my payment. Which I paid immediately I had the time. I called in on Sunday 7/1/18 for the reconnection, was told latest by 10am on Monday. As I am typing this for 3days now I have no internet connection, and for these 3days I have been on phone every minute of the day with the CS, getting one lie to another, I have even spoken to supervisors... still nothing, this isn't the first time. The other time I got charged for something I wasn't using.. They are telling me they can't get the support system and that my line is connected. One even told me it was already connected only to hang up on me and when I rebooted, nothing. Another told she was going to call back in 15 mins, the other within 2hrs... I have spoken with 2 supervisors who seemed to know nothing.. it's pains be so much, I have been taking this crap when I have been subscribed to them for 4years and for cellphone 7yrs. Am not a happy customer right now..

Here's a transcript of my chat message with globe ph

Hello globe - my account # is [protected]. The account name is under vito esplana. I am the authorized user of the account, my name is jonathan guiller sanchez and my relation to the account holder is the tenant (he is my landlord and has given me full access to all changes in the account) we have no internet for 4 days now - on june 9 - we were told there was an outage under reference # net180603994 and the next day, june 10, when I called again, they said the outage was cleared and they were sending out a tech on june 11, 8am - 12nn with order repair #[protected] - waited until 2pm until I got a text message by 5pm that there was an outage again. I waited from 8am - 12nn only to be notified by 5pm via an automated text message that they can't come and when I called in around 2pm - my appt was cancelled because of the outage and with me not being notified in advance.

5 days running I still have no internet and I get the same script that there is a network upgrade.

I am complaining bec. of the bill I got fr my LandlineAcct #828687426. I moved fr my residence address:Lot 1 BLk 24 Vienna St MetroClark Homes Subd Mabalacat City Pampanga 201o last April 01, 2018 to No.18 Dapdap Mabalacat City Pampanga. I called customer service last April informing them that I moved and asking for a transfer of location so I can use my landline phone & internet broadband. I was talled that they have services on my new location payed my balance and request for it. A week had passed no one fr their technician or peosonnel visited my place I called again just to inform that they're were no services of Globelines in my current location I was mad bec. They're personnel clearly told me there was a line service & I can use my modem telephone wifi only to find out that my services was running then even I was nt able to use the services. Then they advise me to temporarily disconnect my service, again I was billed then was asked to call billing dept to request for a cancellattion of service since they verified that I cannot use the service on my present address. I was told and learned that there was a pretermination of contract which I really don't know then. The girl who noted/documented my calls also told me that nothing to worry she will help me waiving my pretermination contract so I knew that I will only be billed for the month of April and May 2018 which was I am not able to use the service. I said its ok as long as you cancelled my services. THis month I got an email showing that I have this BIll.
05/2018 TERMINATION FEE (417) [protected] 4, 373.21
05/2018 Reconnection Fee (Apr 8 2018) [protected] 267.86
Total Adjustments 4, 641.07
Then Amt Due fr Previous BIll 500.00
which give us a total of P5, 698.63.

I did not used the service for April May till now the paid off my Balance last March 2018 bill. I am really fed off with Globe Services it not easy to reach their customer service dept, when you have a prepaid sim you load it then a few seconds your load was vanished, signals in different area were weak. You can check my account with Globe Telecommunications I informed them that my name was used last 2012-2013 I was approved a postpaid service with a unit I did not received it bec. there was a cash - out money which I was nt informed by the agent who happened to solicit employees to avail of postpd account with Globe. So I did not know that I have aplan and service with Globe until I received a call that I hve a bill amounting to almost P15, 000.00 then. I complain and called also told that they will noted it but I did not received any word fr Globe. Its the courier who was not return all the units and during those years some kind of scam hd happend. I am so puzzled that why they activate the service and did not even check/scrutinized who really was the subscriber and not even provided verification...

Very poor customer service they don't know what product they have and they are working with, i'm asking for someone that can help me with the situation asking her (athena the customer service representative from reconstructing department) she cannot hand the phone to her supervisor or manager because there is no one available on the floor to speak with.She can't also transferred the call to other department instead she advised me to hang up the call. That was very disgusting experienced with globe they cant even help us and they do not know that they are saying their customer!
i am postpaid user but still they not provide good customer service!
sucks globe!

For several months Globe has been supplying a poor internet service to my home p.c. I live in Tagum City Davao Del Norte and I have been informed by Globe nothing can be done as the signal mast is a long way off from my area for good reception.
Now to find I no longer have any landline service is the last straw!
The situation is now so dire I am looking for another internet supplier whom I can rely on to supply a reliable service.
I have had Globe internet for over 5 years and am reluctant to leave for another supplier so I am requesting a technician from Globe come to my address and fix these problems.

Good day!
I would like to file a formal complaint to a very poor customer service of globetelecom. Who handles support for gcashaccount.
First time I call 2882 was last May 11 2018. to verify if its possible to unlink a phone no. to gcashmastercard and link to the new phone no. At first the transaction was smooth the first rep give me a reference no.[protected] with TAT of 3-4 days.. So I waited for the said tat. after that I called back again and ask for an update the 2nd rep stated that there is no responds yet from their support she will follow up it since it was already due to the TAT. I said i'll call back again for an update.. And here goes my agony started today is June 1 2018, its been 21 days since the day I first call but there is no resolution yet. In total I spoke to 10 representative including two supervisor. I will not post their names but I will forward it if needed. They give me two reference no. [protected]/[protected]. base on my experience I can say that the customer service is very poor. They give me false info. not accurate info. not meeting the tat time given, providing 2 ref no since the first one was not processed due to wrong templates, giving assurance that my card will be link today bcoz there was only a delay due to system issues but when I confirm it to a supervisor there is no system issue during that time, other rep give me steps to call *143# and follow the steps to link my card which she knows very well that it cannot be link coz it was not yet unlink to the previous no. which simply means that they don't know what they are doing. And they do all thier means to finish the call faster and escape the issue. Other rep said I need to verify all my gcashacct in order to proceed the linking proccess. How come I need to verify again? when I know that my account was fully verified and has done the KYC process. My gcashmastercard was activated a year ago. it was happend that the simcard associated with the phone no was lost, so I decided to link it to the other phone no I have which is GCASH verified already. Even I know that my GCASHacct was fully verified, still I follow the steps I go online to proceess verification, and the rep from verification team under messenger replies that the acct is already verified.. The rep of globe is making fool of me. I called back again ang the rep said she will resubmit the report and again giving me another TAT and theres nothing they can do with my account. A supervisor also said that he will give me a call back on monday morning since they donot have support during weekends, but then no one calls me. I ask firmly if its possible to Link the masterrd to the new no. and they said yes. but its already 21days and nothings happen.. I know how to follow the rules and acept the TAT provided while they are proccessing my request. but giving me false info is not good. everytime I call I wait patiently for the que 20mins before a rep can answer, after that they will only give me false hope and infos, or even put me on hold again becoz they dont know what they are doing. Im a subscriber since 2000 my family also uses globe but this situation is a mess. even a supervisor dont know what they are doing. Im not rude im just upset. later today im will call back again and for sure will experiencing the same process. I hope you will keep in touch with me and help resolve this matter.

First tried calling their hotline 730-1010, and got an automated response to call their hotline 730-1010. Huh?! Then when I finally get through, they ask me to confirm the plan, the name etc. everytime I call for a followup (called 3x and 3 different reference number). Suppose to call back within 24 hours...no one did. It's like talking to a robot that does nothing! Finally the agent calls back (and acts as if nothing is wrong because the reference begins with ANL so not his dept). I emailed and texted and called the agent I first spoke with, but it all goes to the generic lines...until he finally called. Poor customer service.