Globe Telecom Customer Service Issues

Account Name: Cer-Angelo Gatbonton Account Number: [redacted] [redacted] [redacted] Internet/Landline Hello Globe, I am reaching out regarding the transfer of our landline service from Duquesa Pob 2 Marilao to Villa Roma 1 Saog Marilao. It has been two months since the move, but we have not had any landline service restored. On November 14th at 9 am, a Globe representative changed our device to wireless, but the sim card is showing as invalid. I visited the Globe SM Marilao branch and spoke with a hotline representative named Janice, providing all possible contact numbers as requested. She assured me of a follow-up but did not provide a work order number. Unfortunately, I have not received any calls or updates after 72 hours. I am requesting assistance to restore our landline and internet services promptly. Thank you for your attention in resolving this matter to ensure we receive the services we have paid for. Sincerely, a concerned customer.

I applied at your SM North Edsa branch to upgrade my account to avail Mobile Data Plan. There seems to be a mix-up with another individual named Edward Tan Lim who has pending payment issues with BayanTel. However, the address associated with that name is not mine. I have never used BayanTel services. I have been a Globe customer for years, and I am eager for a prompt resolution to this verification process for my mobile data plan upgrade. It is perplexing why this is taking so long compared to issues I've swiftly resolved before. Kindly check my records (account#[redacted]3, mobile#[redacted]1) to clear up this misunderstanding promptly. This upgrade is crucial for my business operations. Thank you. Edward Tan Lim

Hello Globe Customer Service, I have been experiencing connectivity issues with my mobile phone number [redacted]9 for over a month now. Despite registering for data promos like gosurf50 and gowatch29, I have been unable to utilize the data effectively as it continuously loads without connecting. I have a strong signal, so I believe the issue isn't due to signal strength. I've tried restarting my phone to no avail. This situation has been frustrating as I have spent money on these services but haven't received the expected functionality. I would appreciate a prompt resolution to this problem and some form of compensation or an explanation for the ongoing connectivity issues. Your assistance in resolving this matter would be greatly appreciated.

Regarding the suspension of outgoing cellular services tied to account number [redacted] (Cellphone SIM number [redacted]9), I received a text message from Globe on 09 November [redacted] citing an "unpaid" balance of P460.00 related to alleged Netflix subscription. I want to clarify that I only used Netflix during a free offer period and didn't subscribe. Despite explaining this to Globe Customer Service regularly over the past four months, the P460.00 charge has persisted on my bill. The charge seems unjustified as I only accessed Netflix through Globe to delete the account upon their advice. The continuous appearance of this charge and subsequent suspension of services appears to be unfair treatment and a breach of our service agreement. I request prompt resolution of this issue by removing the charge from my bill and ensuring it does not recur. Thank you for your attention to this matter.

Subject: Billing Complaint and Legal Action Dear Mario Teresito, I am writing to address my extreme disappointment regarding billing issues with my Globe account. Despite terminating services before the trial period ended, I have been wrongly charged. Additionally, I am perplexed by the trial period charges on my account. I have visited Globe offices twice to rectify this matter to no avail. This has led me to seek legal advice regarding potential legal action against Globe and its inefficiencies that have caused me undue inconvenience, expenses, and distress. Best regards, Reno P. Velasco Globe Customer [redacted] cc: Atty Jose Bulao and Associates

I have been a loyal customer, reaching out to Globe since September for a slow connection issue, which has not been resolved. Despite speaking to several customer service representatives, no progress has been made. I have requested callbacks and spoken to supervisors who assured me of follow-ups but received none. Recently, during a call with Thea and a supervisor, the line had issues, cutting off our conversation. I have been left waiting for a resolution, feeling undervalued as a customer. The lack of professionalism and unreliable service has led me to consider finding a new provider. The survey asking about recommending Globe to others reflects my frustration. This situation needs attention from those in charge.

Hello everyone. I had an LTE internet and wireless phone installation on November 13, [redacted], but we still don't have any connection until now. I wonder why I got approved but got disconnected after just one day. The agents who came to our place were Glaiza with the contact number [redacted]4. After we paid P1500, they stopped assisting us, and even told me via text that they no longer care about me and I should complain to Duterte. My account name is Leonilo de Chavez de Chavez. I wish that if I wasn't approved, they didn't install anything on our roof yet. The antenna is already installed by EMVIE at our location in Marikina Heights. The telephone services are owned by Maribel Mallari with an order number [redacted]. It's been a week, and we've been calling [redacted], but still no assistance from my agent to get my payment back. Please help.

I would appreciate assistance with an issue I have encountered. The agent I interacted with displayed rudeness both in our chat conversation and over the phone. I believe their behavior was unprofessional and I am seeking resolution. I have already contacted customer service and obtained Ticket Number: [redacted]34. I urge you to review this ticket promptly. It is crucial that customer concerns are addressed respectfully and efficiently. I intend to visit the store in person to escalate this matter further if necessary. Thank you for your attention to this issue.

I am seeking assistance with a recent customer service experience. The agent I interacted with was very rude both in the chat and on the phone. I believe their behavior was unacceptable and would like to see appropriate action taken. I have already reached out to customer service and received ticket number [redacted]34. I plan to visit the store in person to further address this issue. It is important for customer service representatives to handle situations professionally, and I hope this matter will be addressed promptly. Thank you for reviewing the ticket and addressing this concern. I want to address a recent issue with a customer service agent who was disrespectful during our interaction. The behavior displayed was not appropriate, and I have already contacted customer service about this. They provided me with ticket number [redacted]34. I intend to visit the store in-person to escalate this matter further. It is crucial that customer concerns are handled respectfully and professionally. I appreciate your attention to this matter and hope for a swift resolution. Thank you for your assistance in reviewing the ticket.

I visited your Globe branch in SM San Lazaro in May [redacted] to upgrade my mobile data plan from [redacted] to [redacted]. The customer service representative suggested getting a new plan instead, mentioning my old plan wasn't compatible with the new offerings. I inquired about potential extra charges and was assured I only needed to settle the outstanding balance, and the representative would handle the rest. Recently, your partner collection agency contacted me regarding an outstanding balance of around [redacted] due to ending my plan prematurely. Despite reporting this to customer support, I was advised to visit the branch to resolve it. I emphasized my preference for an upgrade during the initial application and am reluctant to settle the balance, feeling misled during the transaction. I hope for your assistance in resolving this issue, as my trust in further dealings has diminished.

I currently have no dial tone, which means I have no internet connection. My account number is [redacted]66. The Facebook chat support provided by the company is ineffective, and the hotline seems to be malfunctioning as well. When I try calling, it only rings once then disconnects, forcing me to search for a payphone to make contact. If this issue is not resolved promptly, I will cancel my service and refuse to pay any early termination fees. Last time this happened, it took 5 days for a technician to come and resolve the problem. I would rather switch to another service provider than continue dealing with this recurring inconvenience.

I want to share my experience at your office in Ayala Center Cebu. When I arrived with a senior citizen companion, we noticed a chaotic situation as your office opened. The staff allowed customers to rush in without any regard for those waiting in line, causing distress, especially to the elder I was with. When I raised this concern to a staff member, they simply stated they had no control over the situation, implying it's a regular problem. The lack of respect for the elderly is concerning, and the response from the Tagalog-speaking representative was unsympathetic. I believe this behavior should be addressed by your HR management to ensure better customer service and respect for all individuals. I hope to hear about the actions your company will take to address this issue.

Dear Sirs, I am interested in purchasing your LTE Mobile WiFi (Prepaid) priced at PHP [redacted].00 from your online shop. I will be at Manila Airport Terminal 3 on Dec 12 at 6:00 am and will fly to Busuanga (Coron) airport at 10:50 a.m. Kindly confirm if there is a store at the airport open between 6:00-9:00 am and if the devices are always in stock. If not, I am willing to make a prepayment to reserve a device for me. Kindly inform me if there is a store on Coron Island that sells these devices as your website does not provide this information, hindering my online shopping. Your website mentions 5 GB free for 7 days, but I require around 30 GB for 30 days. Please advise on how and where I can recharge the device to this capacity and for the needed duration. As I am currently in Australia, kindly communicate via email. Thank you in advance for your assistance. Regards, Andrzej Blaszkiewicz

I have been trying to reach your customer support about our landline, [redacted], which got disconnected on 11/07 due to the fiber optic migration. We were told it would be reconnected on 11/18, but despite daily calls and speaking to supervisors, only promises have been made. The ongoing migration has caused a lot of stress as we are without internet and having to buy daily cellphone loads. Please update me on the real status of our reconnection as I might have to cancel if this isn't resolved soon. I hope to hear from you promptly. Best regards, Winston G. Account No.: [redacted] Contact No.: [redacted]

Dear Globe, I would like to bring to your attention the following account details for review: Account Number:[redacted] Mobile Number:[redacted] A reversal amount of PHP3,[redacted].29 that was supposed to be processed a few months back due to automatic roaming charges has not been addressed. It was acknowledged during a call to the Globe customer service hotline on Sept 11, [redacted], that charges were incurred for automatic roaming without any internet usage. While PHP4,[redacted].99 was reversed for the previous billing period of Jul 24 to Aug 23, [redacted], the charges for the period of Aug 24 to Sept 11 were not rectified as the account was only disconnected on Sept 11, thus resulting in further charges. In addition, there was an unauthorized charge of PHP3,[redacted].29 along with a monthly fee of PHP999 and late fees incurred even after the account was disconnected. I am seeking a prompt reversal of PHP5,[redacted].83 as per the discrepancies mentioned. Furthermore, I would like to highlight the unsatisfactory service received from Mr. Jared Caniar, whose unprofessional behavior during the call, such as muting me while I was explaining the situation, could lead loyal Globe subscribers to consider switching to other providers. Thank you, Denice Par

Yesterday, technicians from Visatech, a subcontractor of Globe, came to my house around 3pm to replace my Modem with a new and faster VDSL. Before they left, I tested the speed, and it seemed fine. However, around 2 hours later, my ping started fluctuating while playing online games. I contacted the customer service hotline, and the agent advised me to wait 24 hours for my account to fully transition to VDSL. Unfortunately, instead of improving, my internet speed decreased after the upgrade. I am subscribed to the 15mbps unlimited plan for PHP [redacted], and previously, I would get speeds around 12-13 mbps. Now, after the upgrade, my speed has dropped to 5-6 mbps. It's disheartening to experience this issue, and I hope for a prompt resolution. Thank you.

I have been a Globe At Home internet customer for a year now. Prior to leaving our previous location, I called customer service to arrange transferring the account to our new address. After agreeing to upgrade the service at the new location, I thought we were waiting for a technician to perform the upgrade and set up a new contract. However, upon inquiring through chat, I was told that the request was canceled due to account migration. I am now unsure what to do moving forward. Am I supposed to just wait for my monthly bill without having internet access? I am hopeful for a positive resolution to this matter. Thank you.

I contacted the service for repairs as instructed, they noted a next-day appointment, but no one arrived. Upon following up, I was informed they wouldn't check back. I submitted a new service request. I am disappointed that there was no courtesy call to inform us of the missed appointment. It is frustrating that they did not prioritize a callback for the initial failed service. The lack of consideration is disheartening. Currently, we are still without the secondary video service. Please reach out to me at [redacted][redacted] to provide an update on when the service will be restored. Additionally, I am seeking information on any compensatory credits for the failed internet service. Your prompt response via phone call is appreciated. Thank you, Dr. Satiinover

Dear Sir/Madam, I am writing regarding reference number BAD[redacted]1. I would like to outline the situation before I proceed. We signed up for the WiMax plan in [redacted], and halfway through the two-year contract, we were informed that the service in Binan would be disconnected due to LTE migration. We did not terminate the contract ourselves because the lack of service was not our responsibility. Despite this, months later, I applied for a new postpaid plan and it was approved. Why was my terminated account not noticed at that time by your company? It seems that there was negligence on your part. Furthermore, neither your company nor the agent who conducted site visits for the WiMax offer ever contacted us about the terminated account due to delinquency. There were no emails, texts, or any attempt to inform us. I should not have to incur expenses to resolve this issue because of your oversight. Please address this promptly before it escalates further. Although I had the account number BAD, you closed it without notifying me. It appears that you are proficient in taking advantage of individuals, but this time you are dealing with the wrong person. I simply request a swift resolution to this matter to either renew my contract or sign up for a new one.

Last month, I visited the Globe Customer branch at Market Market in Taguig to replace and activate my prepaid SIM card. Thank you. SIM card number: [redacted]**** After the replacement, my load balance was wiped out and showed Php 0.00. The last time I loaded from a store was on Oct. 27, [redacted], with Php [redacted] as confirmed by your Helpdesk. My SIM stopped working on Nov. 9, [redacted], making it unlikely for me to use up Php [redacted]+ in just a week's time. I kindly request assistance in recovering my missing load. Globe Reference number: [redacted]67 Thank you, Noe