Globe Telecom

Yesterday our telephone does't have dial tone and no internet connection. I restart the modem and check all the connection but still it's not working.

I called our landline and machine voice telling that "The subscriber you are calling is turned unit off or out of the coverage area, please try again later.

Could you please take action as soon as possible because we need internet and our landline everyday.

I just had my [protected]@Home fibre in 1899 plan installed last May8, 2018 around 3pm.
The internet connection was fast and great when the technician left the premise after they installed it, but on the next day it was gone. So i called up Customer care, infairness to Globe they have nice and friendly representatives so I did not get irritated on my issue. The sent a technician Repair Team to my house after 3days and tried to fix the problem they spent almost 3hrs trying to resolved the issue but they failed. I called up again the Customer Care and asked them the status of my internet connection and they adviced me to wait 24hrs and I did. After more than 24hrs nothing happened there's still no connection. I called up again the Customer Service and told them the situation, the Rep assigned another tech visit for the next day. Now I have to wait for another day and hoping that they can provide the service that I want. Its been 4days now since they installed my modem and i still did not have internet connection. I'm planning to CANCEL this service if up until tomorrow they can't fix it.

A certain Jeff Borja called me on May 4, 2018 using a mobile no 0917-7074946 introducing himself as a Globe agent specialist. He picked up my mobile number [protected] presumably from my online application for Broadband 1599 I made earlier at Globe website to upgrade my existing Broadband 1299 LTE (account no. [protected]).

He called me again on May 5, 2018 to inform me that at my home address Globe has allotted 20 mbps Fiber for 1599 (go big) package and he will call again after a credit check is completed.

I called Globe customer line 211 on May 5 2018 who confirmed that maximum service allotted is 5 mbps LTE not 20 mbps Fiber.

Again on May 8 2018 Jeff Borja called me asking for my evidence of my capacity to pay e.g. payslip, etc. Being suspicious I asked who is his supervisor and he mentioned a certain Miss Buenaventura at Globe BGC Mandaluyong.

I was inquiring for adding an additional line which is Samsung Galaxy S9 on Plan 2499. However the agent have told me I am not eligible due for the reason that my credit limit is not sufficient. I strongly disagree with her because I have been with GLOBE for many years and I found it unfair that they treat their loyal customer that way given the fact that I've always pay my bill on time. The agent have told me I can be eligible provided I can supply a credit card details to take the cash out amounting to P 24, 000. Seriously? To be honest I don't have credit card. But even if I do. I wouldn't do that because I have been with them for many years and it seems they don't trust me that's why they're asking me to provide them a credit card.

Despite of asking for a consideration they still did not grant my wish to apply for an additional line. But, Emily, have offered me the P 2, 711 and told me I can be qualified to get that on charged to bill (CTB). I told her I don't like the offer as it is out of my budget. Since Emily couldn't help me that time I asked her to pass me over to her supervisor and successfully spoke to Marry Ann MORALES. She told me the same thing. She confirmed to me that the agent was right I was not eligible to get 2449 unless I have credit card and I can only get the 2711 for (CTB) I asked her to explain to me the logic why is that so? She said because that's their process and I found it BS. To make it short I ended up the call because I didn't find the sense of their process at the same time I was not convinced to take the 2711 because it's way too much for my budget.

May 03, someone called me from Globe Sales at around 12:49 PM and told me I was already approved for the plan 2, 499 i told the agent to call me back at 1 PM because I was at work that time and was doing something, but the agent didn't bother calling me back.

Today, May 6. I called up and speak to their sales about inquiring for the call I received and same concerns, and was told that I am still not eligible to get the 2, 499. At this point and time I understand and accepted it coz i realized to take the 2, 711 instead. SURPRISINGLY I was told even that I am still not eligible to get. WTF! I've been screwed by GLOBE. I asked the guy I spoke with that I was told by Emily and Mary Anne that I could be eligible for that. But he didn't believed me so I asked him to put me over to his supervisor and I was excited that I spoke to Mary Anne again and hoping that he would tell me that I am eligible for 2, 711 because she even confirmed and offered that to me too on May 1. But hell, NO! She told me I am not. I told her that she was the one I spoke with before and offered me that on CTB. She then came up with many unacceptable reasons. I was pissed off because she was not consistent with her statement and I found it very bad customer service.

So here's everything.

We (my husband and i) called again last april 25, 2018 to globe csr, (we were calling every month but this time it really ticked me off!) we talked to julia landiva. We were complaining again about our data service which is the worst of all. I did cut my service long time ago bec of poor service then I thought u guys have upgraded into a better one so I applied for a new plan but its the worst amongst all telecoms. I should've known. Now my main problem is your customer service representatives. You know what? I hate promises unfulfilled. All of em are liars! Giving fals info, making a lot of workarounds, making us wait for how many hours-wasting our time. This julia landiva promised me an adjusment (which I didn't even asked) in compensation with the poor service I am experiencing, which she never fulfilled.

So, april 27, 2018, we called again. We talked to kimberly fernandez, the worst of all. No emphaty at all, doesn't know how to listen, telling you guys doesn't have a supervisor when I asked for it? Its bull right? At first, she said the sup is engaged in a call, later on she told us again that its her dayoff, then finally she mentioned she already logged out. I mean wtf? Is she making us stupid? Please train her more. To be more empathetic, more knowledgeable, more honest! And to the resolution, at first she said she can't do it. But bec im so persistent, she told me it'll take 24 hours. But I know thats wasn't right cuz the last time it was immediately done. Later on after 2 hrs of arguing with her, she just did it. Instantly 💯✔ lol wtf?! She is really something. Liar!

Im getting sick of u guys. Please don't hire incompetent csr cuz they are the frontliners of ur company. Ur customers are the reason why ur company is still standing so u guys should treat us well.

One thing I am sure of. Im never getting any more plan from u. Not again to this stress ur giving me. U guys suck! The service is bad, then ur csr's are aggravating it. Oh well. Smart is way far better. Its even cheaper.

Fyi, I haven't been asking adjustments, your csr's are offering it in compensation with the poor service I am experiencing. Ayusin niyo serbisyo niyo at umayos ang mga ahente ninyo!

Im so disappointed, unhappy and unsatisfied!

Your customer service sucks! Puro misinfo! Kung may signal lang dito sa ibang provider di na kame magtitiis sa inyo! We've been with you guys for how many years now and consistently paying my bills. Simpleng update lang ng plan di nyo magawa. Wtf! Tawag ka ng cs, w/in 24hrs then after 24 [censor] hours wala na naman, tawag na naman, same old [censor]. We feel stuck with your stupid company!

Arrogant workmates and manager. Wala pa kong one month sa globe store as customer service representative, pero walang maayos na training sa katulad ko na baguhan. Everyday utos ng katrabaho minsan hindi mo na alam kung sino ba talaga manager! Paano ko malalaman at matutunan kung walang maayos na training. Badly need a proper training as customer service representative!

Good day.

I'd like to file a complaint regarding one of the staff of sm baliuag bulacan globe telecom branch on counter 1 last march 19, 2018 around 12:30pm. I think she was the youngest female employee. A male customer before us had also been so angry with her.
My father and I waited for an hour to ask for an lte upgrade on tm sim card. We provide 2 valid id's as required. She asked several questions like last load, last promo availed, or last pasaload. We tried to answer everything to the best that we can. Since we don't save every text and everything we availed by text, we can't answer everything. We asked if there are other measures or way to make up into proving that the sim was ours. She answered in a rude manner everytime and kept telling us in a tone that she won't upgrade it. Honestly, its okay if the sim cannot be upgraded. But she isn't friendly and rudely answered or used a sarcastic tone. I know its free and we aren't paying for it but at least tell us in a nice and kind manner. Not use a sarcastic answer. She also asked us the last number being called. We have told her everything on the date she asked unfortunately the number she wanted to hear wasn't mentioned. We provided every number and date including the time except we don't have the same number.. She told us she won't upgrade everytime in a sarcastic tone and like telling us that the sim was in us and we can leave. I've never been so angry in my life but I refuse to shout or make a seen. And didn't talk with the manager.
Even we aren't paying since its just an upgrade, she should treat a customer nicely. We waited an hour and a half, and the least she can do if not upgrading it was use a kind words to tell us that she can't upgrade if not with complete answers as a requirement of globe and it wouldn't be a problem.
Thank you and regards.

On feb 23, 2018, I made an overpayment to globe amounting to p10, 000.00. I am supposed to pay only p1, 499.00. After less than an hour, I called globe and advised them that I made an overpayment and requested, thereafter, for a refund. I created an email request for our proper documentation. Thru phone call and email, they advised me that upon posting of payment, they will process the refund. February 26, 2018 when it has been posted. Afterwards and until now, refund is still in process despite the fact that they committed that refund will be processed within 5 working days. I made a series of follow ups (every day) but their answers are all the same. Mr. Jay roda, ms. Pontia macalinao, mr. Jaymar ramirez promised me that case will be settled as early as or before march 16 but until now, it is stille pending. It has been a month since it was pending and only today when during the pendency of refund, they deducted my monthly billing from the amount supposed to be refunded without asking me if it will be okay since we do not have such agreement. Now, I presumed that they are prolonging the refund until the amount to be refunded will get exhausted. I told them that it is so urgent and I need it to be refunded immediately but they make delays and negligence on their part. Ms. Nova marquez is also very rude that im still talking with her and she ended our conversation.

Upon reading numerous complaints and found similar cases, please dont let globe do this repeatedly.

To globe telecom
Fr: rossana tiu
Celp# [protected]
March 20, 2018

Dear sir/madam
I would like to make a complain regards konsultamd subscription. To make things clear, I do not subscribe to this product and please, cancel and why with charges according to mr alfie abdula, of operation wellness representative at globe tower (accdg to his designation)

Yesterday march 19, 2018, mr ryan patrick of globe 79880 talked to me about this product but I told him I cant commit cz I need to consult my daughter first. Wasnt this clear enough that im not committing to this subscription? And pls when I call today march 20, 2108 to question the msg I just got today, saying that im now subsbribed to konsultamd. After talking to alfie abdula, he said I subscribed n to cancel without charges, needs further approval! Wow, I think this is crazy! Im a long time subscriber of globe telecom, pls be kind and honest to me. If this matter wont resolve, then ill terminate my account.

Account nr. [protected]
Mevr. emmalu berendse rabutazo
St. therese homes. pilit cabancalan. mandaue city 6014 cebu philippines.

We have a internet and landline connextion by globe, plan 1299. every week there are problems whit the connextion. on monday the internet is always terrible. rest of the week the connextion is not stable.. on/off. last monday and tuesday hole day no connextion. its very frustrated to always ringing the globe for this and you see no results in beter internet. when go globe deliver a table internet?

Job order: [protected]
No dialtone and internet in our area from oct-dec 2017 due to system enhancement.
From dec-jan2018 we experienced an on-off dialtone and internet service. And now from jan29-up to present still no working dialtone and internet due to system enhancement. I personally spoke to the techinician assign in our area and he told us that the problem needs to be cater by a different department coming from globe telecom head office since the defect is in the main box and recurring because of old faulty wires and parts that needs to be replaced. No reliable action has been given since october.
I hope you can address this concern or else we will be obliged to report this to national telecommunications office.

An add on feature 55 minutes for other networks for 279 was added on Aug 2017. I am overseas for 4 years now and went on vacation last feb to march 2017. There was no way I could have added this via your call center. My mom, 65 yrs. Of age who uses this phone has been receiving sales calls from your company offering upgrades. They were told so many times that I am not in the country. I spoke with one of your online chat support, Feb.19, 2018. They confirmed the date it was added and said it was only I who could make the changes on the account. They said the charge was valid since it was a call and was charged on the bill. It has been removed but was informed that it would still be charged on the upcoming bill. There was no investigation done on my account. They just said it is valid. I will be waiting for your response within the next 24 hours before I take the next step.
Account no: [protected]
Mobile no.[protected]
Account Name:Roxanna Mondonedo

Thank You,
Roxanna

Very rude and dishonest representative Art Retardo with employee id zetl6188. Agent gave false employee id - [protected] and gave a false answer when asked about where his office is. Told me it was at Worldwide Corp which is located in Mandaluyong instead. He also did not pass me on to his supervisor. When i found out he was lying, he disconnected the call and did not call back. I requested the next supervisor zetl6731 to have Art call me back but there was no call upto now.

This is the first time that I will complain to you. I always receive a message from globe that I've used up all my data after 2 consecutive days of registering to Gotscombodd90. Imagine 2 days only? I play Pokemon Go, therefore using data means so much to me. Yet, your company is abusing my loyalty. I'd like to as for a refund. Please do check all the discrepancy and hassle you've caused to me. If I won't be receiving good news from you, I'd use another Telecom service. Thank you.

Theres this one girl in your company. From gaisano mall of tagum. She has fair skin, around age 35-40+, chinita. Nagbabayad ako sa machine and i know what im doing. Shes rushing me to insert the cash when the machine says that "I have to wait". Its not my fault na mabagal yung machine nyo but this agent of yours thinks that its my fault. I think a lot of the customers already filed a complaint on this one. Shes really a [censor]. You really need advice her. She has issues

A few years ago, at the k f c outlet at ali mall cubao, quezon city, philippines, upon trying out the free wi-fi, all my contact information were wiped out.

Same thing happened at the kfc outlet at trinoma mall quezon city, philippines 2 years ago. upon redeeming my phone rewards for 32 pesos, my smartphone mobile mobile data turned on by itself. and I lost 63 pesos prepaid load credit.

And today, same thing happened and I lost 289 pesos of prepaid load credits. I had set my access point to globe.com. xpx from the correct globe.com. ph hoping that no connection is assured but upon checking the data usage at 54 mb. strange but true.

My friends also encounter these then and now.

Please repair immediately our globe landline telephone bundled with internet connect which was been dead for over 2 weeks already.

I am a physician specializing in obstetrics and gynecology. at anytime 24/7 i am expecting a call from the hospital, referrals from resident physicians and patients, thus the need for the importance of this telephone and internet connection can not be over-emphasized.

please do immediate repair.

my son has been paying the monthly bill without fail, and this is our first time to experience this problem.

Account Name: Daniel B. Albano III
Account No. [protected]
Telephone No. [protected]

You quick reply is highly appreciated.

Thank you.
Dr. Helen B. Albano
(Daniel's Mom)
01 February 2018

January 18, 2018
To globe telecom management:
Greetings!
This is a formal complaint about my overpayment for my globe/bayantel dsl and landline bill. this happened on november 30 last year and up to now, I haven't received a coherent reply from your company whether I can get the overpayment I erroneously paid to you through internet banking.
Details of the event are as follows:
1. I paid 49, 037.26php to globe on november 30, 2017. it was through my bank's online banking system. attached here is my payment receipt on my email.
The payment was actually for my credit card bill but I mistakenly paid globe. my monthly service fee from the company is only 1, 398.99php a month.
I immediately phoned my bank regarding the overpayment in an effort to file for a chargeback. I checked with an account officer from the aurora-anonas metrobank branch if this is possible. the bank officer was able to contact the metrobank main branch regarding this query and I was informed that the payment was already sent to innove communication (globe telecom) and there was no way for the bank to stop it or issue a chargeback. I was instructed to file a dispute or refund claim to your company instead.
2. I have phoned your customer service support numerous times. I have also attached copies of the reference ids from those phone calls. I also went to a globe store in cubao (gateway mall) to issue a formal complaint. I was able to fill up a refund request form (ref # fuc150010000549) and was told that they'll update me through phone if they receive any feedback.
3. a couple of weeks passed and I still haven't heard from globe. I asked my daughter to go to a globe store to follow up. she was able to speak with an accounts specialist at globe alimall branch and was told that they'll follow up a request and try to see whether they can reverse the payment instead of the original refund request to be issued with a check. she gave our numbers and was told that they'll phone us up for any development. they also took the copy of the refund request form that I filled out at the gateway branch.
After a couple of days, I asked my daughter again to call your customer service number and check for any updates as we haven't heard from you since that last visit at the alimall branch. she was able to speak with your customer service agent.
The agent provided details that are both confusing and alarming. when they checked the refund request status, the feedback from the payments department was that we have to contact the ‘depository branch' and ask for a refund through their channel. again, we have expressed numerous times that my bank, metrobank, is unable to reverse the payment. it has to be done by globe telecom itself.
When she asked about the refund process, she was told that your company doesn't have any. once a payment has been made, we can't get it back. we can only transfer it to another globe account. she then asked if it was easier to just cancel all our globe telecom accounts to get the refund, she was told that we can't get the money back.
4. it is now almost two months and I have not been contacted by globe telecom. meanwhile, they are holding on with my money. this big company is using my money for whatever purpose they want. I am attaching here the latest bill I got from you and it is clear that I overpaid you (by now it's p44, 790.29). you have received my money and yet you refused to reimburse it to me.
5. I subscribe to numerous services and this is the first time that i've heard of a company not having a proper refund process. globe is a big company and yet it treats it mistreats its customer and holds on to their money like leeches? I am looking at taking some legal matters if you still will refuse to sort out this simple matter.
Hoping for your cooperation and speedy response regarding this issue.
Respectfully,
Cesar melencio
Account number: [protected]
Globe number: [protected]

I hope that you're in good shape when you received this email of mine. this is regarding our globe broadband amounting to 1299 per moth with account#: [protected] under my brother's (in law) name, ryan corres and the installation address would be block 10 lot 5 st. therese deca homes loma de gato marilao bulacan. during the first time that we ask for the internet bundle to be installed, there have been a problem with the installer and the 3rd party agent and you can actually see it on the account's notation last november 15, 2017. then last december 2017, our bill has been ph2456.99 with a dispute amounting to ph1096.00 (that was disputed to the account after the due date last january 5, 2017 by the help of your supervisor jaime co). then this day january 9, 2018, when we wake up around 3:30am since we're working home base (freelancer), we've known that our internet is not working and there's no dial tone on our phone. so I called 211 or your customer service hotline using my globe sim and was able to talk to michael yu (csr), according to him, there's no problem with the internet or phone in our area and I was able to check this with our neighbours, they don't have any problem with their account and it's only us who's experiencing it. this michael yu created request for technician#: [protected] (and you can see it on the account's notation too) and it will be for tomorrow, january 10, 2018 at 8am when in fact, I told him that we're using the internet since we are working at home or home base agent. not to brag about but we are earning twelve thousand (12, 000 pesos) weekly and it's very important for us to work everyday starting from 3am onwards. i'm a single mother and my brother is raising his two children too and we are helping my father as well as our nephews financially that's why are working 7 days a week. if you can see, I am paying the bills ahead of time or before the due date (for the december 6 due date, I settled it november 24th and for the january 5 due date, I settled it december 23rd) and there's an over payment (not that big but still an over payment) because we need the internet and doesn't want it to be disconnected or something. that's why we are really so pissed off that the internet is not working. I was able to talk to supervisor rye around past 4am and according to him, he will make a notations on the account and the earliest that the technician will be checking our internet is around 8am same day, january 9, 2018. I waited for the technicians text but there's none. I called the hotline again and was able to talk to maristela and ash garcia saying that it will be for technician visit tomorrow, january 10. then I called again since I need to have the internet back within the day and was able to talk to yesha nebrida, according to yesha, she will be the one to call the technician and will call me back before 8am for the feedback but up to this hour, didn't receive a call from her. then called again around past 10am, I was able to talk to chris, he created service request #: ofu18010007225 and then I was transferred to jm dela cruz, I told jm that I really need the internet since this is our bread and butter and according to her, I am speaking to her as a person who cares and not just as an agent and she will help me on this but the same thing, there's no feedback from jm dela cruz. and then I called again and katherine tam transferred me to the supervisor by the name of liza lopez. liza explained to me that the technician visit will be tomorrow and that she can't do anything about this and then the call was ended, I guess she's pissed off and drop the call (good customer service from the supervisor itself) and then I called again and would like to talk to liza lopez again to ask why the line was ended and this leo (csr) transferred me inigo who happens to be from retention (why would I be transferred to the retention when I am not disconnecting my account but i'm having internet problems) and this lyn suarez who I believe is one of their supervisor created this service request#: qba18010002703, this is already around 1pm and according to her (lyn suarez), I can call the hotline again around 4pm if the internet is still not working. I am thinking that you are really not doing extra mile for the customer even just be the one to call me and update me of what's happening. I really should be the one to call you again? so inconvenience of the service and I didn't expect that I will have this experience with you guys. now, I did call around 3:51pm and was able to talk to rj enriquez and he did some troubleshoot for my modem and transferred me to jaime co, his supervisor and jaime did call my landline and it did ring and the internet connection did fluctuate. and I guess they are that busy so they did call me back around 6pm to check if the internet and landline is already working. jaime co did ask me to do something on the broadband portal and it works. now I am still asking you guys to dispute on the service that should not be interrupted and I am asking an inconvenience fee (or danyos perwisyo) for the inconvenience and that I wasn't able to do my work since 4am until the internet did work around 6:30pm. I should have been paid ph1714.29 (one thousand seven hundred fourteen and 29 cents) for my work today and not to mention that I should have my training at around 12pm today january 9, 2018 for another homebase job. I really need you guys to pay me for the inconvenience on this and I will not accept a no or less than what I am asking as inconvenence fee and this doesn't include the dispute for the services out of that 1299 plan. please do the necessary action on this since i've been having a lot of inconveniences with you guy. it's very important for me to have this internet since this is my bread and butter. you can check on the notations of the account for all of this and we can also send you a copy of our invoices from our employer regarding the 12000 per week salary that we are having. I would like to report this to tulfo but i'm still giving you a chance to do your best on this. please reply asap regarding this. and I hope that moving forward, there will be no problem to arise since it's really so hard to talk to all of your agents and supervisors that doesn't know what they are doing and giving some broken promises. some agents too would say I am just telling you what I can see here on your account (there's no extra mile on how to help me). also, I requested them not to hold the line and put me on the music since our phone is really so loud in receiving but our reception is not that good on the other line. i've been asking for the change of apparatus but there's no action too. what's wrong with you guys? again, i'm asking for an inconvenience fee for the time that I should be working but you didn't help me and check why I don't have an internet and phone connection. hope to hear from you asap. thank you.