Globe Telecom Customer Service Issues

June 10, [redacted] The Operations/Marketing Manager Globe Telecom Corporate Headquarters Taguig City (HQ), Philippines Subject: Request for Disconnection of Plan [redacted] Globe At Home Internet and Billing Concerns Dear Sir/Madam, I am writing to address the issues regarding my PLAN [redacted] GLOBE AT HOME INTERNET service. Despite experiencing slow/unstable internet connectivity, I have been consistently billed for more than two years, even during periods of temporary disconnection where I was unable to use the service. After missing a payment on April 21, [redacted], my internet was disconnected, and subsequent bills included charges for periods when I was disconnected and unable to utilize the service. This has led to a total amount due of P5,[redacted].55, which I find unfair and burdensome, especially during these challenging times. I kindly request a permanent disconnection and termination of my Plan [redacted]-Globe At Home Internet service to avoid further billing discrepancies. I am committed to settling any outstanding payments once my financial situation improves. Please provide me with the exact amount owed for prompt settlement. Thank you for your attention to this matter. Sincerely, Ruel Ando Dinoy Plan [redacted]-Globe Internet Account number [redacted]91

To Whom It May Concern, I am writing to inform you of my decision to disconnect your service due to the significant impact it has had on my ability to work from home over the past six months. The poor internet service has resulted in the termination of my employment. Despite weekly technical support, the issues have not been fully resolved. After being advised by your team that the service can only provide 5Mbps instead of the agreed 20Mbps for P1,[redacted].00/month, I must request the termination of the service. I have always paid my bills promptly, but the inability to receive the promised speed and the continuous intermittent connections have left me with no other choice. I ceased using your service in May [redacted], as the quality deteriorated. I am seeking the waiver of my May and June [redacted] bills, as I was unable to utilize the service during those months due to its poor performance. Sincerely, Jeanne M. Kaibigan Acct # [redacted]34

I am reaching out on behalf of my daughter, D.C.O. Sanchez, with account No. [redacted]85. We have been inquiring with Globe via messenger about upgrading to Fiber as 5 individuals are currently working from home. Unfortunately, our area has not had the necessary facility for the past year. As a result, we have decided to switch to a different provider. I notified Globe of our decision to disconnect via messenger on June 12, [redacted], but only received a response on June 28, [redacted]. Upon visiting your office in Parkmall, Mandaue, Cebu, I was informed that the account was not locked in, prompting us to proceed with the switch. We are confused as to why we are being asked to pay Php 2,[redacted] for pre-termination. Despite agreeing to pay the amount, a subsequent message mentioned additional fees: Php [redacted] + 2x monthly plan fee + remaining device installment balance + volume boost. We seek clarification on these charges.

I received a text message from Globe informing me that my data allowance was used up on June 15, [redacted], and my browsing was put on hold to prevent unexpected charges. Despite this, I am receiving excess data charges on my current bill from June 6 onwards, along with warnings of disconnection due to surpassing my credit limit. I used my rewards points to purchase data, but I am still being charged. I have called Globe's customer service hotline three times but have not received proper assistance. I requested to speak with a supervisor, but I was told none were available, which seems unlikely for a call center. This lack of help and misinformation is disappointing. I have been a loyal Globe customer for many years, always paying my postpaid bill in advance. Considering the service issues, I am contemplating switching to another telecom provider. My account number and mobile number are [redacted].

I received a text message from Globe stating that my data allowance was used up on June 15, [redacted], and my browsing was placed on hold to prevent unexpected charges. Despite this, I have been receiving excess data charges on my billing statement from June 6 to the current date. I used my rewards points to purchase data, but I am still being charged. I have called Globe's customer service hotline three times, seeking assistance and requesting to speak to a supervisor, but I was informed by the representatives that there are no supervisors available to talk to. This lack of help and misinformation has left me feeling disappointed and contemplating switching to another telecom provider. My account number is 0[redacted].

Regarding my new plan [redacted] ([redacted]0), I still have an unresolved issue. I am unable to use the 5G data that is supposed to be included in the freebies of my plan. Upon checking my data plan via Globe, it does not show any allocated free data plan. This matter remains unresolved. I keep receiving messages about exceeding my credit limit. I have encountered numerous troubles with this line since day one. I am frustrated with the continuous back and forth over this issue for over a month without any resolution. Despite speaking with several agents, no one seems to be following up on this matter. I have sent multiple emails and requests, but it seems no one is taking action to resolve this. I was provided with a Globe reference number, [redacted]15, on my last call on June 23, where I was assured the issue would be fixed within 2 business days. I have been a loyal customer for a long time and I hope to receive the proper assistance I deserve. Please contact me on my cell phone number, [redacted]4. Thank you, M. J. Hernandez

I am Fhennylen Isunza, and my Globe @ Home account number is [redacted]57. Last May 16, I mistakenly made a payment through Security Bank for my May billing using the landline number instead of the account number. After reporting this to Security Bank on July 7, [redacted], I was informed that the issue was already addressed with Globe Telecom on July 5, [redacted]. The incorrect payment of Php2,[redacted] has been reported to Globe Telecom. Despite attempts to reach live agents through various numbers, including [redacted], [redacted], [redacted], 7-[redacted], (02) 0[redacted], I have been unsuccessful. A notification from Globe on July 2, [redacted], confirmed the posting of the payment from Security Bank for May 16, [redacted]. I now await clarification on whether this payment will be credited to my June billing to avoid any service interruptions, especially as I rely on the connection for work from home purposes. I kindly request an update on the status of the erroneous payment. Thank you. Regards, Fhenn

We are currently experiencing difficulties with our home internet connection. Following a recent visit from a technician who appeared to inspect our modem, my concern has grown. Despite being informed that the equipment checked out fine, we have been without internet for two days now. The technician's behavior during the visit, specifically asking to jot down details from the modem and using our tablet, has left me uneasy. My mother was present during the visit, and although I wasn't there myself, it seems the technician may have obtained sensitive information from our devices. I fear we may have been targeted in a scam. With our internet still down, I believe there may be an internal issue or a block on our connection within your system. It would be greatly appreciated if this matter could be investigated promptly. Thank you for your attention to this matter. - Initials

I opened a GSave account on April 5, [redacted]. I made a deposit into my account but have not yet received my CIMB temporary login details. I attempted to set up my account using the CIMB Mobile app, verified my email, but I'm unable to proceed with the mobile number verification as I'm not receiving the OTP. My phone number ends in [redacted], and despite multiple attempts, I haven't received any OTP from CIMB. I have contacted CIMB, and their response was, "Hi, Madeline. Thank you for contacting us. We apologize for any inconvenience. OTPs are being sent to your number successfully. Please check with your service provider regarding why you are not receiving them."

1. We were recently contacted by your company to upgrade our plan from P1299 to P1499, with the option to include an additional device (Mi Android Box) for an extra P150 per month. Despite accepting the offer, we have not received any updates so far. The job order/reference number for this transaction is [redacted]60. 2. Regarding paperless billing with Globe, we no longer receive bills and have been paying P1299 monthly via GCash. I would like to register my email ([redacted]) for paperless billing. However, I am unable to sign up on the Globe At Home app as the account/landline number is not registering. I am hoping for assistance in resolving this issue. The representative who handled our plan upgrade mentioned a one to two-week wait for the device delivery. It has been two weeks, and we have not received anything yet. Despite running speed tests, there has been no noticeable improvement. I am hesitant to pay P1499 without receiving any confirmation or proof of the upgrade.

I am extremely frustrated and disappointed with how Globe's system operates. The customer service hotline at [redacted] is biased towards Globe's interests. There are no options for customers to speak to an agent or representative when we have complicated issues to report regarding our Prepaid Promo Load. It is irritating to hear a prerecorded message that does not help solve problems. Globe earns a substantial income and should be able to hire call center agents available 24/7. I would like to speak to a human and report a situation from yesterday. I had the GO 99 promo with available data and decided to extend it by subscribing to GO LONGER 10. Despite purchasing it before my promo expired, I received a message stating I could only register for GO LONGER 10 once a day. I repeated the process, but the same message kept appearing, and I lost my data balance. I had to use my rewards and buy more data, which was an unfair situation.

I was disconnected without prior notice and did not receive a statement of account via email. I received a text message on July 26, [redacted], asking for payment on the same day but was disconnected regardless. I made an online payment on the evening of July 26, [redacted], yet my internet remains disconnected. I have been attempting to contact you through the [redacted] hotline without success. I also tried reaching out to GLOBE Telecom via Facebook chat, but they could not find records of my account number. I am very disappointed with the level of service. It would be appreciated if you could notify me a week before the due date via call or email the statement of account. Please reconnect my GLOBE internet service. My account number is [redacted]93. The payment reference number is GTB[redacted][redacted]. URGENTLY RECONNECT MY SERVICE!!!!!

Subject: Assistance Needed with Globe At Home Connection Account No: [redacted] Email: [redacted] Name: C.J. Rea Hello, I have repeatedly reported our ongoing connectivity issues with Globe At Home. Despite upgrading our plan to 50mbps last December, the connection problems persist. I visited the Globe Shop and reached out to your team on Messenger on July 21, providing dates for a technician visit but no one has shown up. Prior to the upgrade, only one person used our internet, and now, with just two users, we continue to experience poor connection. We are frustrated with the service and kindly request immediate resolution to this matter. Thank you.

I recently had my Globe At Home account number changed by Globe to transition to Fiber. Despite updating my account information for billing, I am still receiving statements on my old account. I have requested through chat support to disable my old account, but I recently had my outgoing calls blocked due to an apparent unpaid balance of Php [redacted]. I have been diligently paying using the new account number and have been trying to resolve this issue through the Globe At Home app, but have not received a resolution yet. My old Globe At Home account number is [redacted]79 with a landline number [redacted]. I rely on my internet connection for work-from-home arrangements and my kids' online classes, so I am concerned that this issue might lead to a service interruption. I am eager for a prompt resolution to this matter. Thank you.

Dear Globe, It's been a month without internet. We paid in full even though we didn't use it. After the recent storm, some lost their jobs here, and all you offer is billing adjustment for compensation. Despite numerous calls, your ISG/Escalation team doesn't respond to fix the glitch in the system. Even when the manager emails, there's no feedback. It's frustrating with a fiber connection on a 2-year contract; we just want to terminate our account. But, surprise, a termination fee is required, yet the one month we paid for without service cannot be refunded, only billing adjustment offered. Globe, your services are lacking, offering so much but failing to deliver when the technician team and other departments avoid responding, especially non-voice channels. Your customer service suffers, and misinforming customers, prioritizing certain individuals. It's unfair. I have an unresolved account glitch.

Subject: Disconnection of Internet Service Account under MR. EDRALIN VENTURA SALVADOR Dear Ma'am/Sir, I hope this message finds you well. I am reaching out to address the ongoing billing concerns related to our Globe internet account registered under MR. EDRALIN VENTURA SALVADOR with the account number [redacted]30. The most recent usage of our Globe internet service was in March [redacted], and since then, we have ceased utilizing the service. Despite multiple attempts to report damaged wires to your customer service team and requesting disconnection of the service, we have yet to receive any acknowledgment or resolution. Due to unforeseen circumstances, I am currently residing in Vietnam and unable to visit the Philippines due to the prevailing COVID-19 situation. Our family encountered issues with the Globe internet connection due to wire damages caused by passing trucks in [redacted] and [redacted]. As a solution, we had to shift to a different internet service provider, Planet Internet, in April [redacted]. However, we continue to receive bills from Globe, and our attempts to clarify and resolve this matter through customer service have been unfruitful. Given the challenges in visiting your branch in Cabanatuan City due to the pandemic, we kindly request your urgent attention to resolve the billing discrepancy on our account. Attached to this email, you will find the bills collection slip for the last payment made to Globe on March 4, [redacted], and the official receipt for Planet Internet from April 29, [redacted], for your reference. We look forward to your prompt assistance in addressing this matter. Respectfully, Edralin V. Salvador

I reported the loss of connection four days ago, but the technical team has not shown up to fix it. I have not received any SMS from Globe Telecom regarding the repair schedule. This is the second time this issue has occurred in the first month of the free trial, and the service quality I have experienced is unacceptable. I am considering cancelling the plan - could you please confirm if there are any penalties or termination fees associated with this decision?

Hello. I visited the Globe agent office in Santiago on Saturday, July 31st, around 11:00 AM to speak with a customer service representative. After waiting for over 30 minutes, I finally got to speak to someone (I am only 78 years old). Unfortunately, it seemed like there was a lack of urgency as the person I spoke to seemed distracted. I provided my account number, Globe phone number, and explained that my internet signals were below 0.5. I requested an engineer to check my mask direction and wiring. The representative assured me that an engineer would be out within 2 days to assist. However, I have not received any further updates. I tried reaching out on Facebook, but the communication there is not ideal.

Gusto ko lang sana kausapin ang isa sa inyong customer representatives tungkol sa roaming number ng asawa ko. Matagal naman itong gumagana ng maayos, ngunit biglang nawalan ng signal habang siya ay nasa Saudi Arabia ngayon. Sinubukan ko na tawagan ang inyong customer service hotline ngunit parang walang nangyayari. Paano makakatulong ang GlobeOne app at Globe at Home app sa isyu ko sa roaming number ng asawa ko? Gusto ko lang malaman ang status nito at kung maaari pa itong ma-activate muli. Sana mas madaling maayos ito para sa akin. Salamat.

I am extremely frustrated with the customer service provided by Globe. I have paid for the GOCALLIDD199 plan and received a text from them explaining how to check my balance. However, every time I try to send a text to check my balance, it fails and only seems to occur with Globe. I have attempted numerous calls to Globe, but their automated system always directs me to an app with poor reviews, which I do not use. This experience has been very disappointing. I find it unprofessional that I cannot reach Globe by phone. As a disabled individual, I am fed up with this lack of assistance. Please advise me on how to check my balance, as I have been unable to do so thus far. Thank you.