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smart.com.ph

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1.1 87 Reviews

How responsive is Smart Communications's customer service?

2 Resolved
85 Unresolved
Very poor 🤒
We don't know much about how Smart Communications handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with Smart Communications and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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Smart Communications reviews and complaints 87

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7:59 pm EDT
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Smart Communications gigaroam [protected]

I have already called your service hotline regarding this issue. However I am not satisfied with the response they gave me.

I purchased two gigaroam on March 15 costing P1999 each for my trip to Greece on March 18,2024. One for my number [protected] and the other for # [protected] which my husband is using. Both numbers are under my account. However, when I check in my gigaroam account. Both of the gigaroam purchase went to this number [protected] only. I don't need to have 2 gigaroam in one number, rather one gigaroam for each number. The customer service said I cannot transfer one of the gigaroam to [protected] and I can't cancel it either even though it's not yet activated as I'm leaving for Greece on March 18, 1130pm . The same thing happened to me last December,2023 when I went to Singapore, I thought I might have accidentally inputted the gigaroam to the same number so I was very careful in purchasing it this time.

Is there something you can do?

Thank you,

Mew Wha

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5:09 am EDT
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Smart Communications Sim card replacement

I request for change sim card on march 4 at babalikan ko ito ng march 16 ng 2 pm. March 15 bumalik ako para iinform sila na hindi ako makakapunta ng 2 pm kasi may simenar ako at kung mababalikan ko daw ng before 5pm baka marelease nila dahil hanggang 5 pm lang daw may hawak ng sim card replacement. At hindi rin nila marelease dahil offline daw. Ngayong march 16 before 5 pm pumunta ako sa branch para kuhain tapos ang sasabihin offline nanaman daw? Malayo pa ang lugar ko. Bakit laging offline simcard replacement. Nakakaperwisyo kayo.

Desired outcome: I want my sim card replacement asap.

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4:05 am EST
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Smart Communications Sim registration blues

I beeb t trying for 2 days to regidter my sim online but it always says i have to visit their store to register. I can not go there i am a pwd

Desired outcome: SIM REGISTRATIONION

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Is Smart Communications legit?

Our verdict: Complaints Board's thorough examination reveals Smart Communications as a legitimate entity with notable strengths. Despite a 2% resolution rate on customer complaints, which invites a closer look, Smart Communications stands out for its commitment to quality and security. Clients considering Smart Communications should delve into its customer service record to gauge compatibility with their expectations.

Smart Communications earns 91% level of Trustworthiness

Perfect Trust Endorsement: Smart Communications achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Smart Communications. The company provides a physical address, 14 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Smart.com.ph has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Smart.com.ph has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

However ComplaintsBoard has detected that:

  • While Smart Communications has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 2% of 87 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the smart.com.ph. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We conducted a search on social media and found several negative reviews related to Smart Communications. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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6:22 pm EST
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Smart Communications overcharging and so many hidden bills

I was charged for Netflix for over a year I was contracted with them which I didn't know about until I am finally done with my contract! I was always wondering why it is charging me too much for 2 numbers, their statement was always not consistent and transparent and they are always saying they cannot say why it was overcharged. My monthly payment with them was supposed to be P699 each but I would always end up paying over P1000 and my last payment went over P4000 on both numbers! So ridiculous!

Desired outcome: I want whatever how much was overcharged of me be credited to my account!

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Cmgbee
, US
Dec 03, 2023 4:54 am EST
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I have the same issue with them. I never activated netflix and they back charged me for 5 months! It seems to be happening to a number of subscribers

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5:34 am EDT
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Smart Communications Very poor customer service

Dumating ako ng Smart MOA Branch ng 10/25/23 03:54 PM para mapalitan ang aking sim card dahil nanakaw ang aking cellphone. Ilang oras na napakabagal Ng pagassist nila sa customer simula 4PM eh nagpasya Muna kami kumain tinanong namin kng Anong number na Ang sabi Ng guard ay 2041, sabi namin kng ok lang na bumalik kami kc kakain Muna kami pagbalik namin sa SMART mga 05: 05 eh ganun padin ang number 2041 padin, may kasabay din kaming Senior na dumating ng 4pm Hanggang pagbalik namin eh andun padin sya kahit ang number nya lang ay A002. Bakit ganun parang inuuna nila Yung mga gusto magapply Ng postpaid kesa sa mga prepaid subscriber nila

Desired outcome: Sana may number Silang naka post sa mga monitor nila

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10:48 am EDT
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Smart Communications Not receiving text messages from my smart sim/bad customer service

I had to do an online transaction and it'll ask me to verify thru otp and for some reason I did not receive it hence was not able to proceed with the transaction. Thought it was just for a short while but not really. I had to ask somebody to do it for me. Same app wqs used and was able to get the otp so I thought id try to send text to my number. Got it sent but not received. Tried it twice to no avail. Looks like its my number that got prob. Went to twitter and fb cust service for help. I'm not exaggerating when I say they took a long time to respond and would ask you questions that's been already answered. One replied after an hour and only said he/she was looking for answer. I left feeling depleted. Issue unresolve.

Desired outcome: Good customer service. Hope smart can do something about their customer service

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Update by bin c
Oct 08, 2023 10:52 am EDT

Ironically,just after posting this. I started receiving texts from my smart sim.

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1:18 am EDT
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Smart Communications Gigapoints expiry policy

This is a very useless points offered by Smart. They put an expiration to a lifetime points. Customer deserves these points to earn. How we will earn in a very limited time and use it to get rewards if after 6 months, points will be expired?

Minimum points to get reward is 99. I get 24.95 points every load of 499 and it is my convenience to prolong my data as long as I can. Now let's say after 3 months, I need to reload same load again, I will get the same points (total of 50 points) but my previous my points will soon expire in 6 months. Tell me how to get this stupid reward with that stupid points expiration. That doesn't make sense. It's totally useless!

Desired outcome: Extend to 1 year or remove the expiration completely. People deserve this lifetime points. Lifetime should be lifetime. Hello?

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2:50 am EDT
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Smart Communications Smart is billing me but I haven't used their services/simcard

Dear smart

Good i just want to ask that what data do you use to see if the customer is really using your sim card im referring to smart signature that i get because my got lost but how come my bill was 16,354.85 even i didn't even consume it i want to see a data that i really use it.

Because i received a lot of calls and emails that i need to pay that amount i will not pay that amount unless i see a data that i am the one that use it

Thank you.

Desired outcome: I want to see a data.

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11:42 pm EDT
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Smart Communications Subject: Incorrect Biller Issue with GCash Payment Transaction (PRN: 2023068awkEmMp)

Subject: Incorrect Biller Issue with GCash Payment Transaction (PRN: 2023068awkEmMp)

Dear Smart Communication/PLDT Customer Service,

I hope this email finds you well. I am writing to seek assistance regarding an issue I encountered while making a bill payment transaction through GCash.

According to the response from GCash support, it was acknowledged that I input an incorrect biller for my payment transaction. Unfortunately, the payment has already been processed and posted on the biller's end.

I understand that this is an error on my part, and I apologize for any inconvenience caused. To resolve this matter, I kindly request your support in coordinating with the biller to rectify the situation.

Below are the details you requested for coordination purposes:

PRN (Payment Reference Number): 2023068awkEmMp

I have also been informed that my concern has been forwarded to the escalation team to process my request. My ticket number for this issue is [protected].

I hope that Smart Communication/PLDT can assist in resolving this matter with the biller. As the payment has been processed, I understand that recovery may be on a best-effort basis, and coordination with the recipient may be necessary.

I will be regularly checking my email for any feedback or updates on the progress of my request. Your prompt assistance in this matter will be greatly appreciated.

Thank you for your attention to this matter, and I look forward to a resolution soon.

Sincerely,

Andrea F. Alog

[protected]

Desired outcome: BILLING ADJUSTMENT GCash Transaction Reference Number: 958856579Smart Account Number: 1136820075Cart ID: [protected]

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1:58 pm EDT
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Smart Communications Refund

I have deactivated my corporate line last Feb of this year with an overpayment of 12000. They told me it usually takes 30 days to process the refund from the time i deactivate my line. It's been almost 4 months and they still have not returned my money. I have been sending emails, and calls and they always say it's still pending with billing. Please help me.

Desired outcome: Give me my refund back

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4:04 am EDT

Smart Communications Simcard

Last july 2022 may nag offer sa akin ng smart simcard sa gaisano - gingoog worth 100 pesos na convinced ako na mag avail kasi mura lang and maraming freebies hindi ko nga ginagamit yung simcard and as per sa nag benta sa aki ng sim okey lang daw na hindi gagamitin and also wala podaw akong babayaran na monthly kaya nagulat nalang ako mero akong unsettled billing amout 16,000.00 paano po nangyari? Eh hindi ko naman po ginamit yung simcard? At meron pang nag eemail sa akin taga law office grabe naman po alangan naman babayran ko yang 16,000.00 ehh hindi naman po ako naka benefits niyan...

Desired outcome: Sana ma settle napo ito at sana wala napong tatawag at mag eemail sa akin.

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Smarttt
, US
Aug 15, 2023 2:54 am EDT
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Hi good day same tayo ng problem nag response ba sila sayo i mean si smart regarding sa complain mo

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5:50 pm EDT
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Smart Communications Did not receive the device yet

Hello,

I hope you are safe and sound.

I am writing this email to complain the incompetency and being unprofessional of the people behind Smart Telecommunications Enterprise Team.

I submitted my application last March 28, paid for the outright payment last April 17, but until now the device was not still delivered to me.

I have been sending them emails, but they tend to ignore me. They're not replying to my emails.

Their Facebook Support and Phone Support can't help.

I am requesting you to connect to them to have my application expedited.

Thank you!

Desired outcome: Expedited the request and have the device sent to me today

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12:46 am EDT

Smart Communications S23 ultra / with contract

08 May 2023

Complaint for misrepresentation

I am writing to lodge a misrepresentation complaint with your company concerning the sale and contract for the S23 Ultra / With contract offered by your company. On the 24th of March 2023 I bought under contract the S23 Ultra and contract of product and service at your Store located In the SM Dasmarinas mall based on the following descriptions and features given by JOEMEL A MAGSILA who is your direct employee. After visiting your Smart store on two separate occasions, we asked many specific questions concerning the S23 Ultra and its restrictions or limitations and the device has failed to meet these expectations in the following ways.

One we were told that yes, the phone would be locked too Smart to the end of the contract but as we asked many specific questions, we were told that SIM 1 was to be locked to smart and while that Smart sim card was in the phone, we could use any other local sim in SIM SLOT 2 for its full functions. We still did not purchase this because we had plans to use this device on an overseas trip as well. When we got home our friend who was also with us during these visits to your store mentioned to us to ask about e sims for that could be the answer to our problem. So, we made a second trip to your store and again talked to MR. JOEMEL A MAGSILA, about whether the S23 Ultra had e sims and if these were open to use for other carriers. MR. JOEMEL A MAGSILA did not know the answer so had to confer with to unknown employees (both female) and then told us that the S23 Ultra not only had 1 e sim but that it had 8 e sims that were open to any network or carrier of our choosing.

So, we bought the device based on these answers and descriptions. While a globe sim card in the number two slot did work for call and text messages it DID NOT allow dual sim data as described by Mr. Joemel and the 8 e sim slots described to be open to any carrier or network if the smart sim remained in the phone turned out also to be a misrepresentation for, they are all hard locked to Smart. By the phone being misrepresented we have incurred many unnecessary costs such as entering a separate globe sim contract to put in sim slot number 2 only to find out you cannot even use its full functions as described and a T-Mobile e sim which I will also be stuck with even though I cannot even register it to this device as described.

To resolve the problem, I would like you to cancel the purchase contract according to the Philippine law in this circumstance and am also requesting a full refund in amortizations already paid as this device is returned to you.

Witnesses to this sale and its conversations are:
Ronnie Glynn Ryals Jr. and Can be reached on [protected].
Angel Coronia, and can be reached on [protected].
Attached are also the purchase documents and if you need notarized sworn statements from the witnesses just let us know. I look forward to a fast and speedy solution to these unfortunate events within the next five days to avoid legal prosecution. If you need to reach me, you may reach me at any of my available numbers; PLDT [protected], SMART [protected], GLOBE [protected].

Thank you and God Bless,
Mariefe Gerale Ryals

Desired outcome: Cancel the purchase contract according and am also requesting a full refund in amortizations already paid as this device will be returned to Smart Communications, Inc

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5:03 am EDT
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Smart Communications Smart Postpaid

Hi I'm Robby Marie Carabot, I am now in Netherlands. Last year September I wanted to apply a postpaid in smart so I fill and register to a sales promoter. after an hour the sales promoter told me that it was unsuccessful so I left the store. And now after how many months I received a text message that I have a outstanding balance of 16K? I dont even have a sim nor I use it. pleaseee help me with this.

Desired outcome: I would like to investigate why I have an outstanding balance of 16,000

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8:51 am EDT
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Smart Communications Smart bro pocket wifi lte - advanced - evoluzn-pr4l

I bought this pocket wifi in shopee from their Smart Official Store. after using for 1-2 days (I only use it when I'm outside and have free time), I noticed the item is defective; my phone is getting disconnected from the pocket wifi and I can't connect again. for me to get back in, I have to restart the pocket wifi; whenever I turn the pocket wifi off, it usually doesn't turn on again. while it's turned off, I can detect the pocket wifi in my nearby-wifi but I cannot connect.

I had a chat with Smart's respresentative in shopee. they agreed that it's defective so they told me to go to a branch to get it replaced. I went to MOA but they told me they can't replace it since I didn't buy it from them. They told me to try their branch in SM North Edsa, so I went to SM North and they told me the same thing and that I should talk to Smart's representative in shopee for the refund.

Long story short; I complained about the defective item within the refund period but now that shopee's refund period is over, shopee told me to directly request a refund from Smart Official. but Smart representative in shopee is telling me that I should just go to their service center to get it fixed. after I insisted that getting their defective item serviced is non-sense, they told me that the issue has been forwarded to a higher management and has asked for my contact number. this was 4-5 weeks ago. nobody from smart has contacted me yet.

bought it from shopee for the convenience since I have a job in the weekdays. I felt scammed tbh. if I had known i'd get this treatment, i would have made time and went to their physical branch in the first place.

Desired outcome: I would still like a return/refund. you can have your defective item, just give me back my money.

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8:00 pm EST
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Smart Communications Data connection

My data connection lost because of using vpn. After using mtk v3 vpn, my data was lost and i cant get it back. This was happen 1week ago. So many instructions and tips i've been follow, but none of them help me with my data connection. I know i have restrict your rule and regulations according in using data, but im hoping that you will help me with this because this is my personal number and gcash number. I cant replace it. Hope you understand.

Desired outcome: Please help me win back my data, i would like to apologize for using vpn.

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7:30 am EST

Smart Communications Please help me yong sim ko nawalan ng data connection

Please help me yong sim ko nawalan ng data hnd ko alam na bawal pala sa iniyong mag connect sa VPN kaya pakiusap lang po sa kahit ano pang paraan para lang maka balik ang data connection ko kung makakaya ko gagawin patawarin niyo po ako sa nagawa kung pag connect sa VPN hnd ko aakalain na bawal palang mag connect ng VPN kaya simula ngayon nalaman kung bawal pala sa eniyo ang VPN forever na hnd ako mag connect sa VPN please tulongan niyo po akung maka balik ang data connection ko kasi ginagamit ko sa Gcash ito po ang number ko [protected]

Desired outcome: Please help me

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12:27 am EST

Smart Communications loss of load

We have a wifi unit which has a smart giga prepaid load. The load under Unli Fam 1099 expired sometime yesterday. I renewed our subscription this morning around 7:30am today also under Unli Fam 1099.

We noticed that the wifi was not working around 9am. When I checked the app it should we are not registered under any subscription.

Our smart giga no is [protected].

My contact details are as follows.

email [protected]@yahoo.com

cell no [protected]

Desired outcome: Return our load subscription.

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11:47 pm EST

Smart Communications Smart rocket sim

I purchased a rocket sim over a year ago for the unlimited data while away from the house where we have pldt. The speed has been terrible most of the time .05mbs I have full signal but makes no difference. I have asked smart to resolve this problem and have created over 20 complaint tickets. They told me it was a congestion problem in my area which if this was the case my other sim would also be slow but it's not. They said they would have it resolved by Dec by doing a project upgrade which never happened. It is obvious they are purposefully slowing down my sim. When I change my access point my speed temporarily goes up to 13.5mbs then after a minute goes back down to .05mbs. Starting at exactly 8:30 at night my speed returns to normal then at 10:30 the next day goes back to .05mbs like clockwork. I have documented via screen shots all of this information and sent it to Smart with no resolve. They say tech will call me which never happens. This needs to be resolved asap or refund over a year of every month purchasing unlimited data plan.

Regards

Jack Hall

Desired outcome: Fix my slow data issue.

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9:11 pm EST
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Smart Communications Smart signature plan

I applied Dec 24, 2022 and Dec 30 2022 called me from smart told that it was approved and proceed to payment, then I paid it to that day. Then a week later there is still no update regarding the delivery of my device so I followed it up on customer service they that they will make a follow-up on online team. Then a week after again still no update from them so I make a follow-up again they just said is still the same. So frustrating smart.

Desired outcome: expedite my device.

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smart.com.ph

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