A Review of Globe Telecom's Customer Service
It took 1 year and 7 months to resolve a spurious billing charge.
I have a Globe Broadband with landline subscription to Globe for a few years now. Last January 2015, one of their representatives called me offering me a free unlimited call to any Globe number, including Globe landlines nationwide. In exchange, I have to agree to extend my lock-in period with them. I agreed.In February 2016, I found out that there is a new charge in my bill amounting to Ps 99.00.
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| A snapshot of Globe's recent bill showing conflicting billing details, first line says free, last line contradicts itself. |
When I called Globe to clarify the charges, they told me that I have been charged additional 99 pesos a month on top of my contract because I did not call them to terminate the promo. They told me when the promo expired after 1 year, I will be charged. They said, that I should have called them to extend the promo because if I don't call, they will charge me.
First of all, they never told me that I need to call to extend a promo.
Second, they never told me that they will charge me if I do not call.
Third, I never agreed to pay for such service, Globe offered it to me for free, and now they charge me for a previously free service.
So, immediately I called them to reverse the billing:
1) Remove the recurring 99 pesos they are charging for all past billings with this charge.
2) Reverse the amount that they have accumulated since February 2016.
I have been regularly calling Globe since February 2016 via their call center but there is really no result. I don't have a record of the first call but starting March 2016, I started keeping records of it.
March 28, 2016: Talked to Kramer via Globe chat, was promised, nothing happened.
April 2, 2016: Initiated discussion with Globe Twitter account - talk2GLOBE, they respond with one response per day - you ask a question it takes them 24 hours to respond, one question at a time, per day.
April 7, 2016: Twitter account talk2GLOBE promised me - "We'll coordinate this concern to our support team and keep you update once done checking. Thank you for your patience and understanding".
April 11, 2016: Made a follow up to Globe Twitter account about my concern which they earlier promised to resolve. Instead I get this "Hi. Is this for mobile postpaid or broadband concern? For further checking and security purposes, may we know your account number, account name, mother's maiden name, birthday, billing address, email address, bill number and specific contested details on bill via DM? Thanks." They are asking me the same questions again that has been answered previously!? They should be able to see it by just scrolling upwards from the chat log.
18 April 2016: Talked to Althea, same promises.
13 May 2016: Talked to Kramer, same promises.
21 May 2016 : I received a text reminding me that I have unpaid arrears. Obviously, after all my follow-ups with Globe for several times already, nothing happened. It's now 3 months.
May 24, 2016: Talked to Astrid, same promises, nothing happened.
May 24, 2016: Talked to Lester, same promises, nothing happened.
May 25, 2016: I called my sister, who happens to be working for Globe and I told her about my issue. She did call the people in the concerned department in Globe. She was promised that they will fix it.
June 3, 2016: Somebody from Globe called me (wow! for a change they are calling this time!) Was advised by one Jash (02-755 0090) that my concern has been resolved. I thought this is finally resolved.
July 6, 2016: Bill arrives (email). Previous erroneous billings have been reversed - January to May accumulated billings were reversed. BUT - Bill still shows UNLIBB of 99 is continuously being charged.
July 7, 2016: Sent follow-up email to talk@globe.com.ph. Nobody answers this email, it's like a black hole. No response at all until this day.
July 25, 2016: Called Globe and I was able to talk to Lyn Cruz via 730-1000. Was advised by Ms. Cruz that indeed there was an adjustment to reverse previous incorrect billings but no attempt was made to remove the 99 peso monthly bill occurring in my bill. Lyn Cruz promised me that it will be handled - they will remove the UNLIBB charge because I have already agreed to a lock-in period extending it to 1 more year. Lock-in period now is June 1, 2016 - May 30, 2017. PHP 99 to be reversed. I was given a reference number to follow-up the concern.
August 9, 2016: I received my bill, the UNLIBB monthly recurring charge is still there!!! Now they tell me that I have accumulated charges but that is because they have not fixed my bill!! Globe did nothing!
August 12, 2016: I contacted Globe via their chat line to follow up the concern. I was able to talk to somebody called Eumir. He told me "Upon checking, the latest feedback for your request was denied due to no concrete basis.". A few minutes later on the same chat he says "We can make an adjustment for the said charges". I later received an email "Adjustment will reflecting on your next billing statement and changes will be completed after 24 hours."
August 13, 2016: I received a text from Globe - "Globe Advisory: Will send you a text once this has been posted".
August 15, 2016: I did not receive a text as what Globe told me 2 days ago, so I contacted their chat line again today at 5pm. I was told that the corrections to my bill will appear in my next bill. Let's see if this promise will be fulfilled this time. At this point, this issue has been going on since February 2016 and it has not been resolved. Here is an already very familiar line that Globe tells me "already processed your request with reference number ___________. Adjustment will reflecting on your next billing statement and changes will be completed after 24 hours." Everytime I contact Globe I get the same answer and promises but no result at all.
Finally, in July 2017, Globe eventually returned the amount they overcharged me - after one year and seven months!
I cannot blame the customer service front line of Globe alone because fulfilling commitments to customers is something that has to be fulfilled by other units inside Globe. Call center agents receives calls, files report, make promises to customers. Did the call center agents forward it properly to the concerned unit? Did the concerned unit perform their job? Either way Globe itself has the responsibility to improve customer service. So far it's rated as UNACCEPTABLE.
I do not recommend accepting any promotional offerings from Globe especially those that are verbally made like phone calls from their sales and promo teams. If ever you consider Globe as your service provider, make sure you make them put all their promises to you in writing before signing up for anything.
April 16, 2016: Made a follow-up by customer support line, same promises.
18 April 2016: Talked to Althea, same promises.
13 May 2016: Talked to Kramer, same promises.
21 May 2016 : I received a text reminding me that I have unpaid arrears. Obviously, after all my follow-ups with Globe for several times already, nothing happened. It's now 3 months.
May 24, 2016: Talked to Astrid, same promises, nothing happened.
May 24, 2016: Talked to Lester, same promises, nothing happened.
May 25, 2016: I called my sister, who happens to be working for Globe and I told her about my issue. She did call the people in the concerned department in Globe. She was promised that they will fix it.
June 3, 2016: Somebody from Globe called me (wow! for a change they are calling this time!) Was advised by one Jash (02-755 0090) that my concern has been resolved. I thought this is finally resolved.
July 6, 2016: Bill arrives (email). Previous erroneous billings have been reversed - January to May accumulated billings were reversed. BUT - Bill still shows UNLIBB of 99 is continuously being charged.
July 7, 2016: Sent follow-up email to talk@globe.com.ph. Nobody answers this email, it's like a black hole. No response at all until this day.
July 25, 2016: Called Globe and I was able to talk to Lyn Cruz via 730-1000. Was advised by Ms. Cruz that indeed there was an adjustment to reverse previous incorrect billings but no attempt was made to remove the 99 peso monthly bill occurring in my bill. Lyn Cruz promised me that it will be handled - they will remove the UNLIBB charge because I have already agreed to a lock-in period extending it to 1 more year. Lock-in period now is June 1, 2016 - May 30, 2017. PHP 99 to be reversed. I was given a reference number to follow-up the concern.
August 9, 2016: I received my bill, the UNLIBB monthly recurring charge is still there!!! Now they tell me that I have accumulated charges but that is because they have not fixed my bill!! Globe did nothing!
August 12, 2016: I contacted Globe via their chat line to follow up the concern. I was able to talk to somebody called Eumir. He told me "Upon checking, the latest feedback for your request was denied due to no concrete basis.". A few minutes later on the same chat he says "We can make an adjustment for the said charges". I later received an email "Adjustment will reflecting on your next billing statement and changes will be completed after 24 hours."
August 13, 2016: I received a text from Globe - "Globe Advisory: Will send you a text once this has been posted".
August 15, 2016: I did not receive a text as what Globe told me 2 days ago, so I contacted their chat line again today at 5pm. I was told that the corrections to my bill will appear in my next bill. Let's see if this promise will be fulfilled this time. At this point, this issue has been going on since February 2016 and it has not been resolved. Here is an already very familiar line that Globe tells me "already processed your request with reference number ___________. Adjustment will reflecting on your next billing statement and changes will be completed after 24 hours." Everytime I contact Globe I get the same answer and promises but no result at all.
Finally, in July 2017, Globe eventually returned the amount they overcharged me - after one year and seven months!
I cannot blame the customer service front line of Globe alone because fulfilling commitments to customers is something that has to be fulfilled by other units inside Globe. Call center agents receives calls, files report, make promises to customers. Did the call center agents forward it properly to the concerned unit? Did the concerned unit perform their job? Either way Globe itself has the responsibility to improve customer service. So far it's rated as UNACCEPTABLE.
I do not recommend accepting any promotional offerings from Globe especially those that are verbally made like phone calls from their sales and promo teams. If ever you consider Globe as your service provider, make sure you make them put all their promises to you in writing before signing up for anything.
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