Dear Sir* Madam:**Greetings!*I am Arence De Los Reyes. My mobile number is...

GetHuman-arencede's customer service issue with Globe Telecom from March 2019

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The issue in GetHuman-arencede's own words
Dear Sir* Madam:**Greetings!*I am Arence De Los Reyes. My mobile number is *********** and account number **********.**As far as I can remember, I have been using this postpaid line for about ** years or maybe even more. Although in the beginning I applied it under my boyfriend’s name and then there was a passed on of accounts name when he moved outside the country for good. But just to clarify that I have been the active user of this account since the beginning and I can say that I am one of your loyal customers. **My main concern of writing this letter is that last December **** I renewed my * years contract in one of your branches in SM Aura, Taguig City with an enticement of iPhone Xs for a cheaper price, payable over * years, charge on top of my monthly bill. But before I renewed my contract, I researched a little bit about the unit and its features and found out that iPhone Xs is a dual sim. One sim is the e-sim and the other is the physical sim. When I approached one of your staff in SM Aura about the renewal, I clearly explained that I only want to renew if I can use the phone in Doha, Qatar as I just moved here to pursue my MBA. The staff who assisted me, told me clearly that the iPhone Xs can be use in Doha, Qatar using the e-sim. That only the physical sim will be lock up for two years and that I can approach Vodafone Qatar (since I am using this provider) to convert my local physical sim into e-sim. In short word she explained to me more than * times that I can pursue my renewal of contract as e-sim can be use using Vodafone provider in Qatar and the physical sim for globe. **Last January when I arrived back in Qatar, I immediately ran to Vodafone shop to get the code for the setting up of e-sim. The staff in Vodafone assisted me but sadly, he said that the iPhone Xs is locked. I explained to him what I assumed based on the knowledge and discussion from your staff, but he said that it is locked and the only thing I can do is to go back to you as my provider. **My disappointment is that I expected that your staffs are highly professional of the services that your company are providing. That they know expertly what they are talking and in no instance would never mislead me as your customer being the no how in this case. I believe that our contract is fiduciary- based -on trust and confidence- but as of this moment I feel cheated. **Currently, the phone is just lying inside the cabinet and can only be use when I am back in the Philippines usually every * months. I hope we can agree something about this. **For the name of the staff who assisted me, I think your company is high-tech enough to find it out. **I couldn’t write this report immediately as I am busy with my study and work. **I am hoping for a positive response in this letter.****Thank you so much***Arence De Los Reyes*Doha Number: **** ********
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Globe Telecom

Customer service issue
Reported by GetHuman-arencede
Mar 13th, 2019 - 5 mons ago
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GetHuman-arencede started working on this issue
Mar 13th 7:07am