Globe Telecom Customer Service Issues

February 12, [redacted] To: The Manager Customer Service Department GLOBE - Davao City Branch Good day, I am writing to bring your attention to our internet connection applications for two units in Avida Condominium Tower I. Specifically, AVIDA Unit #[redacted] with Globe Account No. [redacted]80 and AVIDA Unit #[redacted] with Globe Account No. [redacted]56. These connections were intended for use by the lessees. Due to the lockdown imposed in March [redacted] and the subsequent impact of the pandemic on the tourism industry, both units have remained unoccupied for a year now. Each unit currently has a bill of Php 11,[redacted].00. I am requesting a billing adjustment or discount considering the non-usage of the lines for the past 12 months. I am willing to settle the unpaid balance and sincerely hope you will take this into account. I look forward to maintaining a positive business relationship with GLOBE. Thank you for your attention. Best regards, ANB Reyes GLOBE Customer

For the past month, my Globe postpaid mobile number has not been working. I am unable to send or receive text messages. I recently spoke with a Globe representative, who mentioned that there were no reported issues on their end and advised me to have my SIM card tested. If found defective, I was instructed to call back to arrange for a replacement with the same number. Due to being a senior citizen and restrictions from the Covid lockdown, the representative assured me that the replacement SIM card would be delivered to my home. After testing, it was confirmed that my SIM card was indeed defective. Unfortunately, I have been unsuccessful in reaching the Globe service center by phone, so I am attempting to contact Globe via email. I am seeking assistance in resolving this matter. -A.H. Sandoval Account Number: [redacted] Cell Number: [redacted]

Hello Globe, I am inquiring about the lack of internet connection we are experiencing today, February 26, [redacted]. We have already updated our bills. What is the reason for the disconnection since you are upgrading us to fiber for free? You informed us today when our child has online classes. You mentioned that we have a scheduled work order # [redacted]84A for March 01, [redacted]. How will the kids attend their school activities? If we have a work order reference number, why are you still suggesting that we avail when we already have a schedule? The other day, Globe personnel from Baliwag said it's [redacted] meters away but later mentioned it's only [redacted] meters and will need to consult the office. The next day, Globe called saying [redacted] meters is fine. What's the actual status? If everything is okay for installation, why haven't we been connected yet? We are just waiting for the new Globe service, always open to improvements for the betterment of your service as promised to President Duterte. We hope our concern will be addressed promptly. Thank you and God bless!

Subject: Complaint Regarding Globe Billing - Account #[redacted]4 To: Globe Customer Service I am extremely frustrated that my outgoing services were disabled without warning. The delay in paying my Globe bill is not my fault; it's because Globe has not sent the bill to Citibank for auto-pay. Despite having an active auto-pay arrangement, my bill remains unpaid. Citibank confirmed there are no issues on their end. I contacted Globe Customer Service multiple times to address this. I recently discovered that my credit card on file for auto-pay is outdated, but I was never notified to update it. This is the first time Globe has asked me to update this information in over two years, during which payments were processed without a hitch. As a long-time customer, I have faced service quality issues with Globe, such as poor call connectivity and difficult access to customer service. I was even contacted at an inconvenient time while attending to a family member at the hospital. To add to my frustration, my outgoing services were cut off before resolving the billing problem. I am considering switching to another mobile provider. Can you provide me with a compelling reason to stay with Globe? Sincerely, M.C. Non

I reported my lost cell phone, with Globe number #0[redacted], to a Globe Customer Service representative named “Janet” on March 12, [redacted] at 10:35 a.m. I received Globe Customer Service Reference #[redacted]-[redacted]-768A for this report and for terminating the line. I am worried about any potential misuse of my lost cell number by the thieves who took my phone after I reported it missing and terminated my Globe account. This number is also linked to my wife's line, which is still active. I would appreciate a prompt response to my concerns, please contact me via my email at accalderon@aol. Thank you.

Dear Customer Service Team, I am writing to address a concern regarding the charges on my Globe at Home subscription. Despite being connected to my home WiFi, I have noticed that Globe has been deducting load periodically. This issue has persisted for over 5 years since my subscription began in November [redacted]. In addition to my monthly fee of [redacted] pesos, I am being billed an average of 30 pesos daily for unused internet load, totaling almost [redacted] pesos monthly and over 10,[redacted] pesos annually. I am puzzled by these charges and seek your assistance in investigating this matter with Globe. I have enclosed screenshots from the past three months highlighting these unnecessary fees. Sincerely, C.V. Pamandanan Note: Unfortunately, I am unable to attach the screenshots of the Globe load charges. Kindly provide me with a valid email address to send the documentation. Thank you.

Dear Team, I am seeking a prompt escalation and resolution of this issue. I have been experiencing unsatisfactory network connectivity service from your company in Manila. The service provided is below the standard expected for business. Numerous individuals in Manila are encountering the same problem. I urge you to address and resolve this matter quickly. If your service is unable to meet the requirements of the customers, I recommend considering transferring the service to a provider like Vodafone, known for its superior global network connectivity services. With the current need for social distancing due to COVID-19, reliable communication through calls and video calls is essential. Unfortunately, the high charges for data and calls are not justified by the quality of service provided. I anticipate a swift response and a speedy resolution to rectify the network connectivity issues across Manila. Thank you. I look forward to your prompt reply.

Good day. My name is Naveed Sheik Ahmad. My installation service number is [redacted]88A. It has been almost 1 month since I requested for my line to be changed to fiber, but nobody has shown up yet. Globe Bacolod mentioned that there is fiber connection in our area, but the installers claim there is no box in our location. Nobody has contacted us. Your installer team seems indifferent to your clients. Globe sent a text saying the installation team will come, but we haven't received any text or call from them. My account number is [redacted]65. My landline number is (34)[redacted]. I receive text messages saying the issue will be fixed, but nobody comes. I have been your loyal customer. If this persists, I will have to disconnect from Globe. Please improve your service and look into your installation team. Thank you.

The Globe At Home App is displaying my old number, [redacted]7, instead of my current number, [redacted]0, linked to Account [redacted]26. This is concerning as important communications are being sent to the wrong number. I have submitted multiple revisions through customer service and online chat to rectify this issue to no avail. I urge Globe to promptly address this discrepancy to prevent unauthorized access to my account. Please prioritize resolving this matter and ensure the security of my subscriber information. Sincerely, Maro

Last Friday, we experienced an internet connection problem along with a lack of dial tone on our landline, which occurred suddenly. Despite reaching out to customer service through hotline [redacted] and Messenger, I did not receive a direct response regarding my concerns. Even after sending an email, there was still no reply. Although I was informed by [redacted] that a home visit was scheduled for today, no one arrived. Checking the My Globe at Home app, I discovered that the scheduled visit was actually yesterday from 1 pm to 5 pm, but no one attended to address the issues. No updates or messages were provided by the company throughout the three days of connection and landline disruption. As a long-time loyal customer, it is disappointing to receive such lack of support and communication from Globe at this time.

I renewed my Globe postpaid plan for P1,[redacted].00 in April [redacted]. I also received an iPhone X with a supposed monthly cashout of P1,[redacted].00 for 24 months. However, I was charged an extra P500.00 per month, totaling P1,[redacted].00. Despite contacting Globe reps, the issue remains unresolved. I visited the Alimall, Cubao branch and was informed that there was a mistake in the billing, clarifying that I should only be charged P1,[redacted].00 per month as initially agreed. My Globe details are: 1. Subscribed in [redacted]; 2. Account number [redacted]8 under Eduardo P Castillo, mobile: [redacted]1; and 3. Reference number (Ref Nr. [redacted]28) from 10 November [redacted] at Globe Alimall Branch. Seeking a resolution before my upcoming re-contracting this month and hoping for a reimbursement of the overcharged amount. Thank you.

I am Dani, a full-time college student. I signed up for Globe's HomeSurf999 on May 4, [redacted], at 9 PM with the package valid until June 3, [redacted]. Yesterday, I checked my data allocation, and it showed 71.25 GB. However, today, it suddenly dropped to 0 MB without any explanation. I am meticulous about monitoring my data usage, and I am the only one using this plan. I have a secure password in place and limit my data-intensive activities online. This unexpected situation is distressing, especially during these challenging times due to the pandemic. I rely on this data for my online classes, and I hope Globe can address this issue promptly.

I have been attempting to contact Globe Telecom to unlock my phone since October [redacted], after the lock-in period had expired. Despite receiving a confirmation text that the phone was unlocked, I discovered while in the US that my handset is still locked. This prevents me from using other carrier's SIM cards and accessing mobile data due to the locked APN settings. Despite trying to reach out through their chat option multiple times, the responses were slow and often came after the chat was closed. It is frustrating to have to deal with this issue repeatedly. Globe Telecom's service has been extremely poor in handling this matter.

My name is Homer Robas. On April 21, [redacted], I went to the Globe store in SM Manila to terminate my Globe at Home [redacted] internet service due to a week-long disconnection issue. Initially, a Globe technician replaced the router and landline unit, but the problem persisted even after the technician's visit. After informing Globe of my intention to cancel, I was advised that it would take 24 to 48 hours to process. I settled the outstanding bill of Php 1,[redacted] promptly. A week later, Globe contacted me to facilitate the cancellation, followed by another technician retrieving the unused equipment. Unexpectedly, I received a bill on May 5 for the old account number, totaling Php 1,[redacted].17, which I disregarded. Then, on May 24, a bill for the new account number arrived, amounting to Php 3,[redacted].00, which was unexpected.

We recently signed up for the Globe Fiber Plan [redacted] on April 30th and paid [redacted] pesos upon installation. The agent informed us of a [redacted] peso installation fee to be paid over 3 months. However, when we checked the Globe at Home app before the 20th of this month, it indicated an additional [redacted] pesos charge. We expected the [redacted] payment to cover one month and the internet fee to start in June. This is our first experience with Globe, and the agent's explanation did not clarify the extra charge. We already settled the payment, but we seek a clear explanation from Globe. We hope for a prompt response. Thank you for your assistance.

Dear Globe Team, I am writing to address concerns regarding my Globe account. I was recently contacted by a customer service representative requesting full payment for my outstanding balance. I am willing to settle this balance to restore my services. However, I am not able to pay in full for the following reasons: 1. In December [redacted], I reported issues with the SMS services, which were not resolved despite multiple attempts to seek help via various platforms. 2. Despite contacting Globe via landline in January, I did not receive any feedback. 3. I refrained from further communication and payment due to the lack of resolution. 4. I have not fully utilized the services due to the pandemic since March [redacted]. 5. In March, my family was affected by Covid-19, limiting my ability to seek assistance in person. 6. I have encountered difficulties registering for GCash with my number. As a result, I have decided to terminate my account. Your associate mentioned a pre-termination fee of approximately 30k. Kindly provide the exact amount for settlement. I intend to pay online and seek a service provider that prioritizes customer satisfaction, especially during these challenging times. Thank you for your understanding. Best regards, Benny Rose Ubas

A few days ago, I contacted GlobeTelecom through messenger chat. The representative I spoke with was helpful in addressing my concerns. I was advised to contact them again once I settled my account, which was necessary to proceed with unlocking my phone. This morning, I messaged GlobeTelecom on messenger chat as instructed. After waiting for over 30 minutes, I received three consecutive replies. One message mentioned they were closing the chat due to my lack of response, prompting me to message them again. Despite waiting for 3 hours and leaving messages, I did not receive any reply, not even an automated one. I hope for a professional response informing me whether my request can be accommodated or not, rather than keeping me waiting in vain. I understand they may be busy, but a simple reply to acknowledge my inquiry would be appreciated. Like them, I have other commitments that require my attention, but I am kept waiting in anticipation of a response. It would be beneficial to deactivate the messenger chat account if they are unable to assist customers promptly and effectively.

I am requesting a waiver for the billing on my Bayantel internet account amounting to Php5000+. The account number is [redacted]21. Last year, between May and June [redacted], I faced repeated issues with my internet connection and contacted customer service multiple times. Despite resolution delays and ongoing problems, I was still billed for services that I was unable to fully utilize due to the connection problems. This billing issue is preventing me from renewing my Globe mobile plan account. Please review your records to see the history of my complaints and the limited data consumption on my account during that period. I hope for your understanding and request that the charges on my Bayantel account [redacted]21 be waived so that I can proceed with renewing my Globe mobile plan without further hindrance.

I kindly ask for the removal of the P3990 roaming charges on my statement. Due to COVID restrictions, I am currently stranded overseas and was shocked to discover an increased bill of P5588 for the period 4/06 to 5/05/21, up from the usual P799. These excess charges seemingly stem from P3990 in roaming fees, although I primarily use my US phone. My Philippine phone is only occasionally used, and it seems the roaming function may have activated unknowingly. I appreciate your prompt attention to this matter. Thank you for your assistance. Account # [redacted] E.C. 34B South Maya Drive, Philam QC.

I added credit to my phone at a shop using my usual number, but the load appeared on the shop's phone, not on mine. Even after waiting, I didn't receive any confirmation. I had to borrow an extra [redacted] pesos from the shop, and that top-up did work. However, I am confused about the [redacted] pesos that I initially added. I've tried reaching out on your Facebook messenger page, but haven't received a response. This issue has been ongoing for 16 hours now.