Smart Telecom Customer Service Issues

I bought an LTE plan for Php 2,[redacted] promising UNLIMITED ACCESS with no data cap. I reported slow and intermittent internet issues since early last year, which got resolved in March [redacted]. Despite network engineers testing, the problem persists. Since June [redacted], I've been billed for excess data usage after reaching the 10GB limit. I was overcharged by more than 5,[redacted] pesos in July, but after disputing, I only got around 4,[redacted] pesos back. The billing department insists the extra 1,[redacted] pesos is valid due to exceeding the data limit. I wasn't informed about plan changes, and despite paying for unlimited access, I've been repeatedly overcharged. Smart Telecommunication needs to address false advertising about LTE speed and accessibility in our area and stop the continuous overbilling.

Complaint: Deceptive Practices at NAIA Terminal 3 Arrival, Smart Telecom Kiosk I am writing to express my disappointment with the Smart Telecom kiosk at NAIA Terminal 3. Today, my sister arrived at 4 pm and visited the kiosk to purchase a prepaid SIM card. Unfortunately, she was misled by the staff there. Planning my own trip to the Philippines next week, I inquired about the SIM card my sister purchased, which she claimed offered 16GB data, unlimited calls for Smart / TNT / Sun, valid for 30 days, and included a free SIM card for Php [redacted]. Upon researching the official Smart Telecom website, I discovered that they do not offer a 16GB plan. Instead, the kiosk provided my sister with 2 SIM cards: one with 8GB + 1GB data, unlimited texting and calling for Smart / TNT / Sun for only Php [redacted] each, totaling Php [redacted], not Php [redacted] as she was charged. I am disappointed by this misleading practice. The staff at the airport should conduct themselves professionally and not engage in deceitful tactics. As a concerned individual, I hope that this issue is addressed promptly for the sake of the company's and the Filipino people's reputation. Sincerely, S.M. Timan

On September 10th at 5:14 a.m., I encountered a challenging situation with one of your bus drivers. I boarded bus number [redacted] on route [redacted] without my mask fully on, intending to adjust it once inside. Regrettably, the driver confronted me with rudeness and aggression instead of politely reminding me about the mask policy. This behavior, including chastising me in a condescending manner, was unacceptable. I acknowledge the importance of following your rules and expected more courtesy. The driver’s misuse of authority and verbal harassment left me feeling disrespected and unsettled during my commute. I hope for a prompt response and appropriate action regarding this incident to prevent such mistreatment in the future. Feel free to contact me at [redacted] to discuss addressing this matter with the driver. Thank you for addressing this issue promptly.

I recently purchased a Smart Bro LTE Pocket Wifi Evoluzn FX PR3F on 11/21/[redacted] and subscribed to GIGA Video [redacted]. Unfortunately, I am experiencing issues with my MS Teams application. Although I can load the app and chat, I am unable to join any meetings, causing my Pocket Wifi to automatically restart. This problem persists on both my PC and android phone when connected to the Pocket Wifi. Interestingly, connecting to a different internet source allows MS Teams to function properly on both devices. I am unsure why this issue is isolated to my Smart Bro Pocket Wifi. Any suggestions on how to resolve this MS Teams connectivity problem would be appreciated.

Dear Sir/Madam, I am Emanuel Pendre from Manila GPS Trackers, working in the activation department. I have a question about registering the SIM cards for our trackers. We utilize SMART SIM cards for this purpose. Could you kindly provide guidance on how to register each SIM used in the tracker activation process? Your prompt response would be greatly appreciated. Thank you, Emanuel Pendre Activation Staff Manila GPS Trackers

I have been using my mobile number with a balance and data available. Unfortunately, my number has been deactivated without any prior notice. Typically, a number is deactivated if not used for more than 6 months, but I have been actively using it. I urge the service provider to reactivate my number as soon as possible as it is causing me significant trouble. I have recommended this service to many people and now find myself unable to access anything without my number. The number in question is +[redacted][redacted], registered under my mother's name. Please, I am requesting assistance in reactivating it promptly.

Hello! I recently encountered an issue with my TNT number, [redacted]3. After a brownout in our barangay yesterday morning, the service network for my TNT sim card suddenly stopped working. While my Globe sim card is functioning normally, my TNT sim card remains without service despite multiple reboots of my phone, indicating an issue with the network provider. Despite attempting various troubleshooting steps, including reinserting the sim card, the problem persists. Currently subscribed to the TNT Giga Power [redacted] promo, the longer this issue persists, the more concerning it becomes. I kindly request prompt assistance in resolving this matter to regain access to my sim card and data.

I recently noticed that I have been charged an extra P500 every month for an entertainment option I did not choose. In my recent bill for May, I deducted the P500. I believe it would be more reasonable for you to refund me for the overcharges accumulated over the years rather than threatening to discontinue my service if I do not pay. On principle, I refuse to pay for a service I did not agree to. If you opt to terminate my service, I will look into switching to GLOBE. -Eugenio S J., Acct #[redacted], [redacted]

Hello, I wanted to bring to your attention that I recently purchased a P300 load through PayMaya, which was successfully loaded onto my number. On May 22, [redacted], I attempted to register for a P299 giga promo but unfortunately, my load was insufficient (with a remaining balance of P250). After loading on my phone, no notification appeared in my text messages. I briefly opened my data for about a minute to verify if the load went through, but I couldn't connect to the internet. Upon checking the remaining load balance through *[redacted]#, I was surprised to find only P100 left. When I contacted customer service, they weren't able to locate the transaction in their system. I am concerned about the sudden disappearance of the P150 load in just one minute and would appreciate it if you could investigate this matter. I hope that the P150 can be restored to my number. Please refer to the proof of payment attached for your review. Thank you.

I am currently in Spain and have been unable to receive text messages from the Philippines. This problem started last year when I was in Thailand. I visited a Smart center to address this, but they found no issues with my account. A service representative recommended reaching out to your customer service while abroad. Please assist in fixing this issue promptly as I will be overseas for the remainder of the year.

Good day, May I ask for a favor? Please convert my old SIM, [redacted]7, to a prepaid SIM. For my postpaid, I kindly request a new number ending in 7 or 8. I need a new number because I can't use roaming. I have no signal, and the network is restricted even after several manual and automatic network selection attempts. I've also restarted my phone multiple times. Unlike before when I was on a prepaid plan, I had signal. Please activate roaming and add [redacted] to my prepaid number [redacted]7. For my postpaid account, could I please have a new number? Kindly have it delivered to my house at [redacted] Maria Cristina St Sampaloc Manila [redacted]. Thank you, Arthur S.