Smart Communications
reviews and complaints

Just tonight, June 18, 2022 at 10 pm, I talked to an agent about my concerns, his name is Wil. I was not yet done explaining because he had questions which I have to answer first. My first message was sent at 10:15 pm as answer to his question "how may I assist you today?" which I received at 10:14 pm. At 10:15 pm also, he asked me are you still there? I replied at 10:16, he replied again at 10;16 and I replied too at 10:16 pm, then at 10:17 pm he asked me "are you still there?" And when I replied in just wothin a second he's not on the line anymore. He disconnected me. Oh my god! I was not yet done explaining for him to understand my concern. Obviously, you can check our messages. See for yourself if he was able to address my concern, it's like he doesn't want to help me with my concern. And honestly, this is the first time that I am complaining something like this because what he did was a disrespect.

i can't use my smart bro because it always shows that i'm connected but no internet connection since yesterday.

I have 599+ subscription and it’s expiry date April-13 2022 12.02am! I’m supposed to log in on giga life apps but cos of under maintenance I’m unable to do it..I keep continue tried almost 1hour but nothing happen between that time I chat with smart customer service but agent ignored my msg and left the chat room…I lost my 33GB data if smart don’t have error I can easily renew my subscription! Since today morning I explain to most of the agent but I think they really don’t want to understand the problem! Smart cheating with customers and smart agent totally unprofessional..really shame on smart service👎

I bought a phone in Cebu Island in Philippines. The agent who sold me the phone didn't tell me at the time I purchased it that it was an offer with a network locked device. Then 24 months later when it should be possible to unlock the phone, I did contact Smart company and I was told by the agent that he cannot help me to unlock it since it was sold through a third party agency. I just feel as I got conned, I think it's easy to target tourists who might not be aware how it works over there and to con them. It's easy to pretend you are not responsible, it's still your products and services. This company doesn't know what it means to please its customers. Now I got a brand new useless phone since I did use it less than a month when I was there...

1 week n po ako nagcocomplain to reconnect my smart service as I provided already the needed payment details of my double payment last feb 3. I called several times ang customer srvuce and they keep on saying marereconnect after 24 hrs after 30 mins within the day etc. Pero until now wla p rin yung account q. Nakipag coordinate nmpo aq sa bank q and they told me na successful yung payment q and nacharged nmpo aq ng 2 times ng php 999. So I hope give action nman po smart. Matagal n po aq nagsasuffer sa fault ng tao o ng system nyo n ngautomatic cancel ng isa qnn payment. Without onfirming to check if I want ba na ipacancel. Wla rin po reversal sa credit card soa q sa sinasahi ni smart na binalik n nila sa bangko yung reversal.

Since morning of March 16, 2022 until this writing (9.36pm) signal/data connection will either total be gone or be on and off every second. Cell Site location Kabasalan, Zamboanga Sibugay.

Account/mobile# [protected]

Typhoon happened on Dec 16, 2021. Smart signal totally shut down from Dec 18-Jan 12, 2022, a total of 26 days.

Called up hotline *888 for billing adjustment for my Plan 999 and case management called me to inform I will be getting my adjusted bill sms on Jan 27 but he never told me how much will I be getting despite of asking. I did not forced him but I waited and nothing received. Called up again to ask about it on the following day, rep said it's only 20% rebate from the MSF 999, I complained again it's not enough for 26 days no signal and it should be more than that. I suggested at least 50% for 1 billing period and I won't ask anymore for the next billing since my cut-off falls every 1st of the month. Advised again a case manager will call me for that. I waited and still my updated bill of January has no adjustments. I called again to have me transferred to their so called case manager but they can't do warm transfer. Their hotline is totally useless. I'm fed up calling them to help me get this sorted.

5 months ago the data connection speed here is decent, 4mbps in the morning till evening, 12pm 10mbps but now it down graded I only get 0.1mbps -1mbps in the morning till evening and 5mps in 12pm, in order for me to answer my modules and download anime I need to risk my health for it to be done, awake 12pm to 6am and sleep till evening, this is a bad health lifestyle but I've got no choice, either answer my modules, download anime and risk my health or let my modules rot and get low grades and my family will get disappointed of me, I don't wanna drop in highschool, I want to make my family happy, please Smart, please bring back the decent data connection before.

Someone stole my load. I not transferred or used my load. But Sunday it was disappeared. My request and my complain at the hotline of smart was not being solved and the amount was not refund even they said it was transferred without my acception (through giga life). So even they know that someone has stolen my load they not help or do anything to avoid such like that. so I think they know that already longer time and not do anything to avoid that for other customers

Smart Postpaid stole my money from the June Bill. As you can see on the bill, i still have P273.35 pesos on my account, and they system just erased P266 which makes it P7. The supposed P273.35 that should be adjusted on the bill went down to just P7.

Another issue is I paid on this account twice last June 11 and 13 for P1000 each through Shopee and Paymaya. Smart said they see it and it's on the account yet it's not posted on the bill up to this day, so they took my payment from July 29 for the June bill. I have contacted Smart since July up to this day January 2022 but until now they haven't resolved this issue and they haven't given me back my money P266 and P2000 payment. I'm a senior citizen, I even went to their branch in Vertis North but still they can't resolve it as well. Showing you my June and July bill for proof.

I have a post paid subscription plan under account no. [protected] under my name. I lent the unit to my husband, Noe D. Gonzaga for his use while abroad. Since Sept. 2021, he does not receive any income messages/text or call nor can make any outgoing calls. My last payment made was Nov. 19, 2021. I have made several calls to Smart Comm. *888 but to no avail. I even posted a message in Smart Comm FB page but it is robotic one that you talk to so you can't get the desired response I want to. Thus, I resorted to this mode of lodging my complaint as there is a need to address the matter with urgency since I mentioned it is being used by my husband abroad.

I remember some three months ago receiving an email notification from Smart to pay the P4, 000+ amount of my bill. If this is the reason why you disconnect my phone or whatever it is that you may call it, please be advised that for so long a period of time you don't send me written SOA but only did when that bill amounted to P4000+ as mentioned above. How on earth will I know how much I owe your company on my post paid plan if you don't send me written SOA. Note that even if I am not aware of the exact amount, I paid on time the monthly subscriptions even before the due date. Should I be faulted on this? The law says, no demand no amount due. And yet I am paying my monthly subscription religiously not withstanding that I am your subscriber for so long a period of time and I still maintain another postpaid subscription with you under account no. [protected].

Dear Sir/Madam:

I am George V. Parlan, OIC-DNMD ICT Branch, POEA.

May I request your office to check the experience of our clients, on my side I have verified the truthfulness and I find it valid, that is why I am filling this complain:

1) Unable to access a site using Smart Data or PLDT. I tried a different ISP and it worked

https://onlineservices.poea.gov.ph/onlineservices/POEAOnline.aspx

https://apps.poea.gov.ph/HelpdeskV5/Dashboard6.aspx

Above are some of the URLs that are being accessed by our
clients for your testing.

Hoping that your office will look into this matter without most urgency.

Looking forward to your reply.

Thank you.

George V. Parlan
OIC DNMD
Information and Communications Technology Branch
3rd Floor Blas F. Ople Building
Ortigas Avenue corner EDSA
Mandaluyong City 1501
Telephone Nos.: 8721 9496 & 8727 7778
mobile #[protected]
email : [protected]@poea.gov. ph

I am so disappointed with your service! 

Your agents are so unhelpful! 

They always make me wait for a long time!  

I have experienced it 3 times! 

The 3rd time is the worst!  I waited for 20 mins and then i received a txt message with the reference number of my concern. WHEN THEY HANG UP ON ME, THEY DIDNT GET BACK TO ME AT ALL, JUST DEAD AIR or THE SMART JINGLE. Thats very unprofessional! 

I called again to report that agent and gave the ref number for them to identify the previous agent i conversed with prior her. I asked to speak with the manager but as what are they good at doing is to hang me up again! As in dead air! Is that how to treat your customer?! 

What is the problem SMART? 

I am a good customer! I have just one question and request to stop renewing the SURFMAX! And reverse the bill coz i didn't renew it!  Is it that hard!?  Do i make your heads ache for that simple concern?! 

Why are you doin this to me? 

This is the reference number [protected] 

Please let someone decent and professional talk to me! 

I want that agent to fired!

 

I signed up for new plan and termination of my old account in Smart store Sm Aura. Shaira, the store agent did not process the termination order which led the account to collection agency and might have affected my credit. I've been traumatized by getting incorrect information from the customer service over the phone and the store. They don't have the sense of taking ownership. The store also did not attend to my virtual appointment regarding the dispute. The store agents in SM AURA are very unprofessional same with the agents over the phone. The store agent is not responding to my sms. Due to the store's negligence my account was compromised and I would like my account to be settled.

I called the smart hotline for my smart bro account# [protected] on September 12, 2021. I paid the due balance. They told me within 72 hours my account will be terminated. Today i recieved an email for me to pay october november for the billing of the said account! I called already for you to terminate my account! So why I am still recieving notice for payments!

Start date of incident: September 10, 2021
Reference Number: [protected]
Incident: slow connection. I was call out of the technical but we are requesting of refund for the promos that we are not used due to the issue of connection. the technical said that they will call me back by October. But the month of October has come, no one call from technical. Then last week of October we experience the blinking red of the sign "e", I call again to the smart hotline and I talk to a agent that I want to talk to their technical the agent said that they have no means to call out the technical they just send an email for the technical concerns, ok I understand. Then next day the smart technical call out me I was given a feedback that the area is overload of subscriber. Then regarding in modem I need to buy a new sim card the technical said. Then we buy a sim card and put in model R051 still its blinking red. Now November 2 We buy a new modem CAT6 D2K modem, now we want a refund from our promo that is not used from old modem and it takes too long to reverse the promo. I WANT ACTIONS NOW! UNTIL NOW THE TICKETS ARE NOT CLOSE ALL THE CONCERNS SINCE SEPTEMBER ARE NOT SOLVE. THEY NOT PRIORITIZING IT EVEN IT IS CRITICAL COMPLAINT.

My husband is in Lubbock County Detention Center, Lubbock Texas. We have been continuously charged credits for visitations that are not delivered as advertised. I pay 300 credits EVERY day and 98%of the time recieve only 10-15 mins of a connection for these videos due to this companies technological issues. Yesterday, 11/7/21, once again...at 11am, smart communications took my credits and delivered NO VISIT AT ALL. I've request a return for those credits to my account 3 times, yet have not gotten them. I request returns on the credits I feel smart communications robs me all the time of, but do not receive them. I email tbe customer care department all the time, and do not get a response.

It's important for this company and it's employees to understand and educate themselves on the consumers rights act which are policies written to protect consumers like myself. Smart Communications is in violation of my cinsumers rights in a varied, but consistent way. There are not only policies written to ensure services sold are what they claim to deliver are actually delivered (which they are NOT) but also include stipulations and guidelines on responding to the consumer regarding the complaint or dispute of fees or services by the company. Smart communications does NOT respond. I have been waiting for a response for 3 months, and I email a minimum of once a week...sometimes more. I have not asked for anything ridiculous. I have only asked for someone to respond adequately and to credit my account back the credits lost in technical issues this company has with visitations. If I pay 300 credits for 30 minutes...but only connect for 15 every time. Then I want the 150 credits lost added back to my account every time. I'm tired of Smart communications stealing from me. Then just ignoring me as if my voice does not matter. Believe me, after enough time, people will hear my voice. The attorneys I hire will listen, and a judge will force this company to listen. Smart communications is NOT above the law and I will hold them accountable.

Good Morning,

It has been 18 days since I requested for my plan renewal and yet no respond has been received until now. I have been sending several follow ups alreadg via calls, emails, posts on twitter, facebook and yet SMART has not given me the proper update and customer service level response. My pending NTC FORMAL COMPLINT has been pending since July 2021 and all same feedback and update were given to me by SMART. The response has always been, "we will check, we will escalate, we will provide update within 24 hours", and yet until today- issue is not resolved.

What to do with the poor service of smart? NTC I have been asking for assistance on this and yet I have not also receive a positive on this.

To whom shall I escalate this? Will I go far as the media already?

Arianne Mercado

Every 7pm beyond "No Service" awit sayo . Aayusin niyo network niyo. Ayos nman sa umaga gang hapon pero pag gabi na wala na ..nakaka praning kayo. Sayang lng pinangloload . Ayos ayusin niyo.

Last Aug 13, 2021 tumawag kami sa hotline para magpa terminate ng contract ang sabi for processing at need lang magbayad ng mga pending balances para maayos na iyong disconnection. Aug 16 ang sabi niyo may pending kaming balance so okay pina credit namin doon sa card ang akala namin okay na nag wawait kami ng call hanggang sa hindi na namin nahintay tumawag ulit kami ng Aug 20 at ang sabi niyo may pending balance na 880.56 kasi ang last na binayaran ay para sa month ng July tapos ang 880.56 ay para sa Aug 1 to Aug 12, kasi Aug 12 ang end of contract. Dumating ang email aug 21, binayaran rin namin kaagad kinabukasan. Ang naka indicate lang sa email mag send ng proof of payment, letter of undertaking and valid id with signature. Comply naman namin lahat ng requirements at ang sabi niyo 2-3 days ang processing. Nag reach out kami sa messenger niyo noong Aug 24 for follow-up pero hanggang ngayon wala parin kaming update sa disconnection. Even emails from your company ay wala. Puro kayo apologies for the inconvenience, sabi niyo 2- 3 days processing pero pang 11 days na ngayon. Pati iyong message niyo last Aug 18 regarding Postpaid network unlocking concern with case ID number na sabi we'll get back to you within 120 hours ay walang nangyari. Ayusin niyo naman