Globe Telecom Customer Service Issues

I received a call offering an upgrade for my landline plan to 20 Mbps unlimited from 5 Mbps [redacted] for Php [redacted]. The upgrade was confirmed through the Globe at Home Plan app. However, despite the upgrade, I received a text from Globe stating I needed a volume boost due to data consumption, which I can't do as my plan shows unlimited now. I visited two Globe Centers in Davao, Abreeza, and SM Lanang, where I found my upgrade request was still pending with a due date of Sept 26. It's been two weeks, and my account hasn't been upgraded yet, causing inconvenience as I've exhausted my data thinking I had an unlimited plan. I want to proceed with the upgrade promptly as it's a good offer. We rely on the connection, and not being able to boost data is frustrating. Please expedite the process. Account Name: J. Senoron Account Number: [redacted] I look forward to a swift response. Thank you.

I am Nonia B. Gabay, a subscriber of Globe at Home under Account No. [redacted]08. I am reaching out to follow up on my request for account termination and seek clarification on my balance. Since March 16, [redacted], our subscription has been inactive due to my daughter's return home from school, prompting our move from Amaia Sucat to Taytay, Rizal. Despite visiting Globe Telecom at Sta Lucia Mall on June 12, [redacted], to request termination and receiving Reference No. [redacted]96, I am yet to receive a call from Globe as promised within 3 to 5 working days. Despite multiple text notifications updating me on the balance and disconnection of the line, bills keep accumulating monthly for a service we are not using. Visits to Globe branches have left me frustrated as I seek answers to why charges persist and a solution to my high final bill. Any assistance in resolving this matter would be greatly appreciated, as navigating different branches with current restrictions has proven challenging. Thank you.

Hi, I need assistance with resolving an issue. I am currently outside the Philippines and am unable to use my Globe SIM. I acquired the SIM while I was studying in the Philippines. Due to the current situation with the coronavirus, I had to leave the Philippines and return to Iran, taking my Globe SIM with me. Unfortunately, the Globe SIM does not work in Iran. I require access to my WhatsApp account associated with this number, and to do so, I need to receive a verification code sent to my Philippine number. However, I am currently unable to receive this code. I kindly request your help in resolving this matter promptly as I am facing challenges without access to my accounts. Thank you for your assistance.

Subscriber: Melody Salibio since [redacted] Account No: [redacted]8 Contact No: [redacted]6 I've been attempting to reach Globe for over a month now without success. I've tried various platforms such as messaging, the Globe app, emails, and the hotline, but my last conversation was abruptly cut off with no follow-up. Despite not having any past dues and managing to pay in March, April, and May [redacted], I opted for the 6-month installment program to allow more time for payment due to challenges during the ECQ period. Globe charged me an additional 5,[redacted] pesos, splitting it into 6 installments, resulting in an extra [redacted] pesos on top of my usual bill of 2,[redacted] pesos plus VAT. I also recently added Netflix for [redacted] pesos per month, totaling 3,[redacted] pesos plus VAT monthly. I encountered service interruptions almost monthly due to the [redacted] peso installment fee. I made an early payment of 3,[redacted] pesos on Oct 30 (2,[redacted] regular bill + [redacted] Netflix + [redacted], part of [redacted] fee), even though my due date was Nov 7. Yet, on Nov 11, I received a text demanding an additional [redacted].99 pesos. I've consistently paid my bills, often late due to work commitments, without any outstanding balance, particularly during the ECQ months. I'm distressed by these concerns and seek a resolution without being asked to pay the [redacted] pesos installment fee monthly. I urge Globe to review my account accurately and address this issue promptly.

Subscriber Melody Salibio since [redacted], with account number [redacted]8 and contact number [redacted]6. I have been trying to reach Globe for over a month without success through various platforms like messengers, emails, and hotlines. The last conversation I had was abruptly cut off, and I was not contacted back. Despite not having any overdue payments since March, I opted for the 6-month installment program to buy time during the Enhanced Community Quarantine (ECQ) period. I was charged an additional [redacted] pesos on top of my regular bill of [redacted] pesos plus VAT, along with a [redacted]-peso Netflix subscription. I paid [redacted] pesos early on Oct 30, yet I received a text on Nov 11 asking for an extra [redacted].99 pesos. I have diligently paid all my bills though sometimes late due to my work schedule. I do not understand why I was charged 5,[redacted] pesos, considering I have no outstanding balance from the ECQ period. I urge Globe to review my account and refrain from requesting the additional [redacted] pesos monthly, as I have consistently paid my bills despite the challenges faced during the ECQ. I hope to have this issue clarified promptly and am eagerly anticipating a resolution from Globe's representative.

Subject: Concerns Regarding Contract Conditions - Account & SIM [redacted] Dear Sirs, I am writing to express my concern over recent changes to my post-paid account that have put me at a disadvantage both practically and financially. I have been using this account to stay connected with my family in Germany and business partners across continents, necessitating a significant amount of internet usage, particularly after relocating to the Philippines. Previously, our agreement allowed me to use up to 16 GB of data monthly, with excess usage capped at 2,[redacted] Pesos a month regardless of the amount consumed. While this arrangement was more expensive than unlimited internet in Germany, I accepted it. However, I have recently experienced a drastic reduction in internet speed without prior notice, making the service essentially unusable for me. This has significantly impacted my ability to communicate with loved ones and conduct business during these challenging times. Despite my long history of timely payments, I have withheld the amount you are now claiming due to this unilateral change in service. I believe this modification is an attempt to pressure me into more costly contracts with diminished benefits, which I cannot accept. Efforts to address this issue at the local Globe Store have been unfruitful, with proposed alternatives falling short of meeting my needs at unjustifiably high costs. The discrepancy in pricing and data allocation between offers has only reinforced my perception of coercion and exploitation. I intend to seek advice from local authorities and colleagues in the political sphere to address this matter. I am willing to settle any outstanding payments once the original agreed-upon service is reinstated, but until then, I reserve my right to withhold payment for services not rendered as per our initial contract. For correspondence, please contact Atty Job Mar at Marbella Leisure Drive, Taglibaran, Bohol [redacted]. Kindly avoid contacting me via unidentified call centers; communication via email at [redacted] is preferred. I eagerly await your response and trust that we can amicably resolve this situation to maintain a positive business relationship. Best regards, Peter Zander

I am a Globe customer facing issues with my cel phone plan for three phones. One phone is broken, rendering it unusable. Another constantly uses WIFI but is still being billed. Despite removing the SIM cards, we are still charged more monthly. Due to COVID-19, the account holder cannot leave home to resolve this, making it challenging to contact a representative. I handle the payments and need a prompt resolution. My family in Talisay City, Cebu, Philippines, is using these phones. Thank you.

Hello, I am Razel Soledad from Saklaw Foundation, Inc. I would like to request the cancellation of our Globe postpaid broadband account with number [redacted]54 as soon as possible. Unfortunately, the service provided by this broadband in our office is unreliable, with frequent connection issues. Despite our reliance on this system, we are constantly interrupted by the unstable connection. Last week, when I contacted the hotline at [redacted] to inquire about the connection date, I was surprised to learn that we have been using this modem for over 3 years. I attempted to call [redacted] again a few minutes ago but was unable to speak with a representative. Please advise to contact via Facebook or Messenger. Thank you.

Hello, I have already requested to transfer the account from my grandfather's name to mine. I submitted all the required documents at the SM Rosario Cavite branch, but there has been no progress. I have not received any updates on the status of my request. Can you please tell me what has happened and advise me on the next steps for the account transfer? I am currently in Macau SAR. I have a record of paying the monthly bills from my BDO account. Account Number: [redacted]04 Current Account Name: RENATO BALAY MALICSI Desired Account Name: ELEZER JAVIN MALICSI MONTON Thank you for your assistance. Best regards, Elezer Javin M. Monton

Hello Globe, I am interested in renewing my plan since my contract is nearly finished. I attempted to do this online, but unfortunately, the phone I desire is only available for new customers. I would like to continue being a loyal customer as I have been with you for over 10 years. When I contacted customer service, they provided me with incorrect information. They suggested ordering any phone and waiting for the recontracting Department to confirm the order so that I can switch to the iPhone 12 Pro Max 256GB Pacific Blue. However, when I visited a Globe store, they informed me that placing an online order for any phone would automatically renew my contract without any confirmation call. I am hoping to hear from the recontracting Department soon. Thank you.

Hello, I would like to request a temporary disconnection of my Globe broadband account as I am currently overseas and will not return for a few months. I have been trying to communicate through your messenger, but unfortunately, I have not received any assistance there. The agents have been unhelpful and even suggested I ask my relatives in the Philippines to request the disconnection on my behalf. I need someone who can help process my request promptly. I have settled all my bills and have been trying to arrange this since December 1st. The lack of assistance and poor customer service have been very frustrating.

Dear Globe, I am writing to request that you cease operations in San Juan Batangas immediately. Ann Galicia and Jincky Mendoza, responsible for this account, failed to renew the contract on time. Despite our efforts to follow up earlier this year, they responded very late. As there is currently no valid contract in place, we have contacted our lawyer to proceed with terminating the operation promptly. Thank you. Rosemarie Rosales

I received an email bill from Globe Telecom for CHARLES EDWARD BULL, Account number [redacted]20, with an amount due of P1,[redacted].19 for November. I am unfamiliar with Globe Telecom and do not recognize CHARLES EDWARD BULL, who has been connected to questionable activities involving my bank and a strange email regarding an impounded automobile. I attempted to contact Globe Telecom to resolve this issue but was unable to reach anyone using the phone numbers provided. My correct number is [redacted], not the one listed on the bill. I am determined to put an end to this situation promptly. If I continue to receive any further communications related to Mr. Bull or Globe, I will have to involve the authorities. Sincerely, Charles Z. from Eloy, AZ.

Hello Globe, I have been consistently charged $[redacted].25 monthly despite requesting the removal of this package once I switched to the unlimited calls and texts package. Additionally, I noticed an extra charge of $54.35 for texts and calls to Globe even though I am now on the unlimited plan. I was assured this wouldn't happen again, but it persists in my recent bill, which is frustrating. I have had to open a ticket every month to address this issue, which is becoming time-consuming. Please remove the incorrect charges and ensure they do not recur in future bills. If this matter is not resolved promptly, I will escalate my complaint to the NTC. Your urgent response is appreciated. Billing Details: Billing Period: 11/11/[redacted] to 12/10/[redacted] Bill Number: 35 Dispute Details: Pack- Go watch [redacted] (10 GB for videos) Total charges to be disputed: $[redacted].60

I have been without internet for 10 days and require a new modem. I hereby authorize my sister, Miss M.F. Dagohoy, to manage my Globe internet account #[redacted]20. This includes handling billing queries, maintenance requests, and obtaining a new modem. For any inquiries, contact me using the provided details. Sincerely, S.D. Robinson

Since October [redacted], I have been trying to get the 2 units of wifi mesh that were supposed to come with my upgrade. I have contacted customer service via email and chat over 20 times, with no response. The tech squad visited 3 times but couldn't help. I visited a Globe Branch on Jan. 17, [redacted], and was promised a resolution, but have heard nothing since. After following up with the mobile number provided, it was unreachable. I can't easily go to the branch again due to childcare responsibilities. This has been a frustrating experience. I pay for a service I am not receiving while they diligently remind me about bill payments.

In April [redacted], we requested Service Termination for account number [redacted]16. However, the agent informed us that only Temporary Termination was possible due to Covid restrictions. Recently, we were surprised to receive an email about Legal Action and a bill of Php13,[redacted]+ for reconnected services without any prior notification of the reconnection or recurring charges. No email regarding disconnection was received either. We are puzzled by these events and have been unsuccessful in speaking with a live agent as the account is not locatable. We seek clarification on this issue and hope to resolve the account peacefully once we understand what transpired. Thank you.

I have been trying to request the termination of my line since October 30th. They said they cannot reach my number, so I went to the SM Sta. Rosa branch to make another request. Again, they texted me saying they couldn't reach my number. I even gave them my landline number and have been waiting for their call, but no one has contacted me. My numbers are working fine as I have tested them. I even chatted with Gie, but still no action has been taken, and the bills keep piling up even though I'm not using the wifi. Please help me resolve this issue. Thank you.

Our repair is still not completed! There's a delay in the repair! Please follow up on this! We are paying for the service. Even the landline is not working. Someone moved the box and we lost connection. Your installers are frustrating. They disconnect our line just to connect others. Work Order Number: [redacted]3 Technician: RJ Cawaling from MIESCOR Please follow up with the technician! Improve your service, this keeps happening.

I would like to report that we have not received our Bayantel telephone bill since March. Our most recent statement was Bill Number [redacted], covering January 22, [redacted], to February 21, [redacted]. On October 19, [redacted], we paid PHP2,[redacted], based on our estimated monthly charges. We have been unable to reach your customer service hotline to request a technician, possibly due to the quarantine. Below are our account details for your reference: Account Number: [redacted]09 Account Name: Pioneer Commercial Address: [redacted] D. Tuazon Street Maharlika, Quezon City Please arrange for a technician to visit and repair our telephone line promptly. Your immediate attention to this issue would be greatly appreciated. Thank you.