My Woes with Globe Telecom
After being a subscriber since 2001, is it finally time to say goodbye to the only telecom I have ever been a subscriber to?
My answer is leaning towards a big, fat, resounding YES.
I hate to do this because I’ve always liked the image Globe represented, and I have friends who have and still do work with them.
But for the sake of my mental and physical health, canceling my Globe post-paid subscription might be a smart decision. No pun intended.
Here’s my story: in April of 2011, I had my number, which was originally in my aunt’s name, switched to my name and with a Supersurf plan. The two of us had to wait in line at their Greenbelt hub for over two hours to get this done. Afterward, we were told that switch would be done in about three to four working days.
FIVE MONTHS LATER (and about a dozen follow-ups in between), Globe finally called to say the account was switched.
What I didn’t know was that with the Account Name change was also an Account Number change. Note: my number itself remained unchanged. And because I always pay my bills through BPI Express Online, I was using the original account number.
Apparently, this meant that my payments were not reflecting in Globe’s system.
And yes, there were a few months between September and December of last year that some of my payments were delayed, but when Globe first cut my line in December and I was told I owed over P11,000 in unpaid bills, I had to investigate the problem. With Supersurf, that just wouldn’t have been possible.
There it was, the Account Number issue.
Things were cleared up and my line was reconnected. They even requested me to fax my BPI Express Online receipts to them so they could make the necessary adjustments on my records.
In late January this year, my line was cut again (2nd time). This time, I went to Globe in Glorietta, armed with the same receipts as proof of payment. The guy told me he would forward the receipts to Greenbelt since that was where I had my account changed, and that he would update my record (again) to show that those overdue payments were actually made.
I thought everything was fine.
But in February, my line was cut again (3rd time). For the same reason again. So I spoke with a couple of customer service people over the phone, who said they would look into my records, update them, and request their credit group to reconnect my line. It was reconnected a few hours later.
Was that the end of my problem? NO.
Just yesterday, they cut my line one more time (4th time) because of my past overdue charges. SAME ISSUE, SAME SO-CALLED UNPAID BILLS.
What was ridiculously laughable and especially frustrating this time was that when I was on the phone with the customer service representative this morning, he told me it was on record that I had made those past calls about this issue of my bills being paid but not reflecting in my records.
The same issue I have to call them about month after month!
This time ’round, I was beyond furious and trembling with anger. I had a high blood pressure-induced headache from this call.
And all I got at the end of the call was a promise that they would simply review my record and see if I could possibly be reconnected within four hours.
It’s been more than 10 hours since that phone call.
And when they do eventually reconnect me, I can be sure that I will be going through this again next month, and the month after that, and the month after that…
I am not alone in this problem, am I right? In fact, I have two other Globe post-paid plan subscribers in my team of 14 at work who are being charged inaccurate fees as well. (Much of the team are either pre-paid users or Smart subscribers, fyi.)
It also doesn’t help that @talk2globe has taken to ignoring me. Not that they help, seeing that they give nothing but templated replies that consistently begin with “sorry for the inconvenience…”. Like I said, I am not alone.
What will it take for Globe to update my account properly? Am I being ignored just because I’m not some famous person or a Globe Platinum VIP? Do we little people not matter?
If the answer is yes, then I guess you don’t mind if I and my fellow victims end our subscriptions and sign up with your competitor then. Let’s put an end to our “stupidity” as your loyal subscribers and get Smart instead.
Smart friends, what do you think?
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check your FB inbox =)
Message received
Saw your post via Jayvee.
“Am I being ignored just because I’m not some famous person or a Globe Platinum VIP? Do we little people not matter?” -I’m gonna have to agree with you on this one. Whenever I read reviews about how this person has excellent service from a telco, I think it’s only probably because they have clout in the digital-telco world and the best service is given to them — naturally.
I’m a Suncell subscriber and I’m getting such crappy service too. I’m thinking of switching to Smart because they have the best feedback in service by far.
I second the motion. Suncell sucks even Globe
You’re not alone in wanting to leave.
Has anyone checked the fine print on their myRewards program?
It’s interesting how prepaid subscribers points are rewarded based on total usage and load while post-paid subscribers are only awarded for usage ABOVE THEIR NORMAL MONTHLY FEE. I thought this would only make sense if there was a separate loyalty program for post paid subscribers apart from myRewards. But this does not seem to be case.
Ambushing customers saying that points will expire at the end of the month + very short points expiry period + being EXTREMELY stingy with points + a rewards catalog where the average customers can’t afford 95% of the items + no regular points update on the bill + extremely small print on how customers get points= a loyalty program that has absolutely no point.
I tweeted @talk2globe to ask for a sample computation of points. Silence which now seems to be how they deal with issues like this.
Interesting how they can entice new subscribers with all sorts of free stuff and yet treat post-paid account holders whom they’ve already made (and continue to make) a ton of money of like crap. (sigh)
You should make a blogpost out of this comment. So spot-on.
I completely agree with all of the above. My Globe prepaid points are higher than my postpaid points so I wanted to “share” my prepaid points to postpaid acct. Imagine my surprise that one cannot share points from prepaid to postpaid but can share from postpaid to prepaid or postpaid to TM. So frustrating!
Not only that, the people answering the calls seem to lack in training. Anyways, I still stick to Globe for now because the whole family’s been a member since the 90′s pa.
Good luck, Patti! Hope this time, Globe finally fixed the billing problem.
I am a Smart subscriber and never had billing issues before but they also have some bad employees who didn’t process my retention application properly. Took me forever to get a new contract with them. Still with Smart’s plan because of certain conveniences but I think that they’re both ok (considering that most of my friends and colleagues are using Globe)
crap.. so i’m not the only person who’s having the same billing issue.
plus some misinformation crap coming in from their representatives.
2 months in globe’s hand got me an outstanding amount of Php 3481.60, Wimax/Landline. Reps saying that the payments aren’t posting, specially that installation fee for the same amount of 1099/month. I even called last 2-24-2012 and they said that they will do an investigation. and lo and behold, almost a month now and the rep says that the investigation hasn’t started yet. stupid enough for the rep to say that and lure globe into more problem…
the same situation here. the P1000 i paid to the installer (who said it was for one month advance) was not counted. i have the 999 plan so i called and asked the CSR. why i’m being charged for 3 months when i was using wimax for only 2 months.
oh and btw, now i’ve got numerous globe ticket/case nos.. should i start a small thickler/notebook dedicated for globe?
I have a friend who had problems and was told to wait a few minutes for a call from Globe to help him sort things out. It’s been over two months since those “few minutes” started!
I will attest to the fact that there is no such thing as good service from any of the telco’s here. I have had a long standing argument with smart bill collection as well. I guess you just have to go with the lesser of 2 evils.
Go prepaid?
This blogpost prompted a call from Globe to sort out my problem and I was reconnected about three days later. Let’s see what happens come next bill. (I’m not holding my breath.)
Another friend at work experienced his own billing problem with Globe just yesterday, where his bill managed to jump to an additional P3,000 in a week for no apparent reason.
I have had same issues with Sun Cellular, but – due to work restrictions (they are clients of the company I work for) – I can’t post rants about it online. Was contemplating on switching to Globe, then I read this.
Will now do some blog hopping reviews from smart postpaid.
Hi, kinda off topic but what company name did you select to pay your Globe bills through BPIExpressOnline? I’m trying to do the same thing but there are at least 4 different Globe companies listed on there plus the ones named Globe “Innove”. Confused!
Hi! I selected Globe Telecom (GMRC INC)(HANDYP)
Thanks Patti, much appreciated
Yeah, Globe Telecoms Sucks. Have had problems with them numerous times….. “Customer service” fails to live up to it’s tag in an epic way.
Got a bill once worth 24k for internet usage. they let me use my net for over 4 days, and they didnt cut it when i exceeded the account limit that they check daily? and they say they do not have time records of when i connected! that’s just lame.
also got issues when they replaced my iPhone unit, it took them forever to return it and they wanted me to wait in line again (for another 3 or so hours at their business centers) just to claim it. that after having lined up numerous times to have it checked and replaced!
yeah, walang kwenta yang Globe talaga. just finishing my contract then I’m switching to a hopefully smarter choice. Mas malakas pa coverage ng SMART!
omg.. .. u had alot of bad expiriences with globe.. almost every month. .. ang nakakainis ay ang tipong kahit makita nila ang error on the spot sinusornder pa nila sa investigation team.. how sucks?? anu pa ang sense ng position mo kung wala karin pala magagawa on-the-spot?? sometimes pinapabayaan q nalang. dahil most the time ako rin ang nakaka resolve ng issue ko.. .. hayyy
I also have a lot of issues with Globe, particularly with their signal and customer service. Very poor customer service, ang alam lang nila mag-email at mag-escalate ng report kaso wala nmn resolution kahit umaabot na ng almost 6 months. Atleast alam ko na, I am not the only one who suffer with this.. Unfortunately, may lock up pa ako.. so wala ako choice.
I just talked to Globe today regarding my line lock up. If you don’t have a handset you just have to pay 550 + last bill to be disconnected. I’m considering switching to Smart, since I’ve had numerous problems with them.
1. I’m on unli data but am charged per kb browsing on top of my 999 charge
2. Subscribed to unli-text to all and they activated it PLUS unli-call and text which I did not subscribe to. Billing statement ko starts every 15th and sabi nya since sa 23rd ko daw pina-deactivate I need to pay for it. Buti na lang I kept their text saying that it was activated dated the 23rd – the same day I asked for its deactivation.
Since then, I never delete messages from Globe, cause their reps are almost always untrained and you have to be armed with texts/receipts/bills just to be able to get them to understand. If it weren’t for all the people I know on Globe, I would’ve switched a long time ago.
You should switch to smart! Im on 1200 plan but was able to convert to their new and very customer friendly all-in- plan. i can play with my plan depending on my usage. for this month i registered to unlicall, around 2000 texts to all networks and i think a 20 hour phone internet. All these are deducted from my 1200 plan. whats best is they gave me instructions when to register… so as all these does not go on top of my plan – and instead deduct it from my said plan… Oh and dont forget to ask about their bill shock feature! i believe if you go beyond a certain amount… you automatically get subscribed to their unli data plan which is 999.
Although smart stil has to work on their customer service … which company doesnt! im much happier with smart as compared to when i was with globe years ago.
Globe really sucks… i have 3 lines with globe.. what happened they didnt send any bill…. to thing dapat every month magpadal ng bill… dumating sa akin ung bill almost 15…. kaya ayun i dont even bother to pay my 2nd line bill because ung mga bill bigla n lng lumalaki…. may 3rd bill n ako pero 2nd month palang nung isang line ko…. sobrang panget ang globe ..
Wow. Hindi nga rin pala ako nag-iisa.
I have a postpaid account with globe and then I have this freebie na IDD calls and texts. Every month, I called globe and asked kung saan nakalagay yung deductions for the so called FREE texts ko kasi dapat ideduct sya sa FREE not from CONSUMABLE pero hindi nila ma explain ang sarili nilang billing statement. Lagi sinasabi, i aadjust next cut off. It never happened. I went to globe para i-clarify, sabi kasi late na daw ako nagsabi, may nakalagay daw sa bill na after some certain period of time na hindi daw ako nagreklamo, the bill will be considered correct. Note: nakikita sa records nila lahat ng calls ko complaining about the issue. Ang ginawa ko, hinayaan ko nalang and I just made sure na hindi ako lalagpas para hindi na rin sumama ang loob ko. Wala rin naman ako magagawa. Although that was 40 texts so around 400 per month for around 4 or 5 months.
Second thing that I encountered is yung sa wimax. Nung pinakabit ko, sabi nung nagkabit, 500kbps lang muna kasi ganon daw talaga. after 1 day daw saka sya magiging 1mbps. Then hindi sya umayos so i called the hotline maraming beses. Halos humiwalay ang kaluluwa ko sa katawan ko sa panggagalaiti at sa kakaulit ng explanation pero ulit2 din ang sinasabi. Dahil daw wireless, hindi daw guaranteed yung 1mbps so baka mahina lang ang signal. Sabi ko, I am an ECE and I know what I’m talking about. Kung lumagpas lang ng 500 kahit minsan sa ilang libong beses na pagchecheck ko I know na okay na sya e. Kaso hinde. Good thing naka trial ako for 30 days. Sinulit ko na lang. bago mag 30 days, pina-cut ko na.
I think ang main problem is yung customer service saka yung system ng pagresolve nila sa issues. Kasi kung maayos sila kausap, ok lang e. Ang pinaka nakakainis na part is yung pag ulit mo ng pangyayari sa bawat makakausap mo sa telepono. Nakakabwisit tapos walang mangyayari kasi hindi sya nafoforward sa tamang tao na makakasolve or hindi nakakarating dun sa tamang tao na may kailangan sya iresolve. Tapos magpapa foloow up pa. Pagbalik mo or pagtawag mo, uulitin mo na naman. As if hindi nangyari yung nakaraang pagrereklamo mo.
Mag end na ang postpaid plan ko but i think I will have to renew kasi yun na nailagay kong contact number para sa mga forms na finill-upan ko. But I will have to make use of the unli services para hindi magulo.
Been a subscriber since 2004, I think, and Yes Globe sucks. I was suppose to get a BB Phone together with a contract renewal last June 13, 2012 but until now I did not receive the phone but I was already charged for the BB Chat which is mandatory together with a BB Phone. Every time I e-mailed @talk2globe I also got the same “sorry for the inconvenience….” but recently I got an “age doesn’t match” answer and whenever I talk to a live agent I always got the same “rest assured” answer. While Globe Store agents are snobbish, rude and very unaccommodating.
I hope Smart doesn’t become like Globe.
Same here..im currently experiencing this now.. all they can say is “SORRY FOR THE INCONVENIENCE” and the reporting blah blah blahhhh!! and same as others nasa lock in period pa ako so wala ako magawa. haaaaaaaayyyyyyyy!
i signed up for galaxy s3 business flex 1800 because the brochure said i only have to pay 6700 cash-out.. when i received my bill i was charged 9500 for cash out.. i called 211 and the globe office where i applied for the phone and i was told that they made a mistake because the 6700 was the cashout price as of july 2012 and they have changed the plans price since then and all they can say is sorry and i will have to pay 9500php and there is nothing they can do about it.. whaaaaaat?????? they have incompetent agents and we pay for the price. plus i was charged 1000php for the time i used my unlisurfl from oct15-oct20 (oct 15 was the time i activated my sim and oct 20 was the cut off) and they told me that unli is good for 1 month and i will be charged for 1 month because it is pro-rated.. charged for 1000 php for 5 days usage and they told me they cannot do anything about it..
hay…..
hindi talaga tau nag iisa pag dating sa globe issues.
the thing is, hindi nila pinapansin ang mga non VIP’s account gaya natin, which in my humble opinion, we make up most of their accounts.
ang super frustrating experience ko sa globe, signal nila, and nung pinaasa ako ng sobra ng Globe MOA.
I’m a subscriber since 2010, my contract was to end last July 2012. I’m asked them since I’m on Unli call and text if I can upgrade it to Family plan, I wanted to give one line to my mother and my gf. The rep says yes. All i need is to submitt the application form and proof of income.
nag punta ako ng globe moa, fill up the form, and provided them my payslips and COE.
they told me na tatawagan na lang nila ako after 3-4 working days.
1 week later, walang tawag na naganap.
Tumawag ako ng customer service, sabi walang application ang napasa sa kanila.
Nagpunta ako ng Globe MOA, and they told me na namiss placed nila ang application ko. How can they miss place ang application ng customer?
So, fill up ulit ako ng form, submitt ulit ng COE at payslip.
After 1 week ulit. Wala pa din, tawag ako ng customer service, wala daw ung application ko.
Nag punta ulit ako ng globe MOA, ang sabi sa akin, eh hindi DAW ako pwedeng mag switch from UNLI CALL AND TEXT to FAMILY PLAN.
I asked them, “my contract has already ended, basically, wala na akong contract sa inyo, I’m planning to recontract but with different service” ang sagot nila, new line application.
I said yes, basically parang new line application yun, but with existing account.
ang gusto nilang mangyari is iend ung existing account ko then gagawan ng bago.
I asked them, how long would it take to do that? 2-3 days. I said, cge. kc gusto kong mag ka line ung mom and gf ko.
I waited 1 week again. wala pa ding advise.
tumawag ako ng customer service, wala pa din ung application ko sa kanila.
nag punta ako ng Globe MOA, guess what. nawala ulit nila ung application ko.
I said, “tama na, nag lolokohan na lang tayo dito.”
nag appologize sila, but it’s not enough. they don’t learn their lesson.
Ngaun, sobrang hirap tumawag. Actually hindi na talaga makatawag.
I guess, ganito talaga ang Globe. They don’t take good care of their loyal customers. Instead, they focus more on their new customers. which frustrates me a lot because, we’ve proven ourselves to them that we can pay all our bills.
Globe Sucks!!!
I seriously hope somebody sues this sorry company’s ass to bankruptcy. Kaso malabo kasi yung mga may sapat na pera and influence para gawin yon ay hindi naka-prepaid kundi naka-line. At alam naman nating mas pampered ang mga Globe subscribers na postpaid kesa sa prepaid. Which only goes to show kung gano kalaking discrepancy between greed for money and desire to give service ng mga katulad ng Globe.
I disagree. Im a postpaid subscriber and I DONT GET THE SERVICE THAT IS DUE ME! GLOBE Sucks BIG TIME!
I applied for Samsung Galaxy Note 2 for unlisurf 999 at their website,a sales representative from online postpaid application channel processed my application upon conversing with her through phone and email on Oct 23 with all the submission of my requirements, by Nov. 7 2012,they have deducted my account with the 17,599,including with the one month payment for the data. I was advised to wait for the call by Nov. 9 2012 for the delivery of my application. I reported the it back to the sales support,for a feed back as to what is the status of the my application. They have deducted the cashout through my credit card, now I got no phone, Im hanging on the cliff,waiting for a sales support to get back to me asap for the feedback. They always keep on reasoning out that they only have limited access with the information because I have applied online and they can only send a report to the sale support team that handles online postpaid application. Its like jeez, it felt like I was being scammed on such big telelcom company. And here I am anxiously waiting. I need huge to such situation im in.
Agree, Globe sucks big time! I have 3 lines with them and every time I encounter a problem, it only gets resolve within a week or two. What a shame. I’ve been loyal to Globe ever since I started using a cellphone, which was back in 2004?
I’m just waiting for my contract to end then I’ll switch to Smart or Sun. And I wish there were other network choices! All these providers suck! I tried applying for Suncel postpaid before and the representative called me like 10 PM! Why call that late? Smart I think has the best customer service, but I think they’re too picky with postpaid applicants/subscribers.
The only reason why I’m still a Globe subscriber is because I don’t know anyone who’s using Smart or Sun. haha
Anyway, I just wish Globe make some changes.
“Making great things possible”
Yah right, start pleasing your most loyal customers then do other “great things”. Making your crappy service better is possible too.
I also have a lot of issues with Globe first wala kaming recv na bills. 2nd problem is nag pa change name kami same address when I talk to the teller at CS he says that there is no fee for that, at nung mabggayad nko ng last bill ko, sabi nila na may additional 550 for change of ownership. grabe they are lier sana kung ganun dn pla ndi kami nag pa change name. at sinsabi dn ng cashier teller na previous 2000plus dw kami na unpaid bills at un daw nakkita sa record namin. but were also paying the bills in advance and as far as ive known wala na kaming unpaid bills..
Hi, I want to terminate my postpaid plan. I availed the Plan 999 (LG unit with Tattoo Stick. I talked to Customer Service and Pre-termination costs P3, 495 + the phone unit which is P7, 699 and Admin fee of P550.00. This is too costly and no way should I pay for something I wasnt able to use. What will happen if I dont pay the amount and just let them terminate it?
yep, i sadly must fully agree that globe service now sucks totally. subscriber since 1994, platinum member since over 10 years, and i am totally unable to contact their service hotline. the system is actually telling me my number does not exist!! hello???? moving over to smart and taking all the company phones over as well.
I switched to Globe from Smart because I needed Blackberry service when Smart didn’t have it yet. Big mistake. I cannot believe how incompetent their customer service is. Even in the globe service center in podium, it took one hour to resolve a simple issue. When my contract ends in November, I’m switching back to Smart. They have absolutely the BEST customer service. Image counts for nothing when the people providing the service are ineffective.
dapat ipaalam ito sa media. I am having the same problems. we subscribed to 999 wimax w landline. turned out they billed us separately sa internet and phone. 6oophp daw ang phone even with existing promo and may 5000php termination fee daw pag pina-cut yung line. tapos in 2 months usage may bill kami 4k except yung phone usage plus reconnection fee dahil na-cut daw. there were also charges on phone calls we didnt make. fr cavite calls e sa rizal kmi nakatira. super FOUL and globe. I am angry everytime i call CSR or go to globe centers. no solution kahit isa. globe is a real sucker!
Same issue here with Globe SUCKS Tattoo Wimax, got my internet installed on Feb 15, 2013, paid P999 for 1month advanced payment.. After a month I’ve received to separate bills.. Feb16-Feb17 amounting to P1430.38(for ONE DAY ito ha MRF daw), The other bill is for Feb17 – Mar17 amounting to P1380. My wife really freaked out of this. I’ve patiently tried to talk to their chat support and asked for the details sinced it is really to much, not to mention that I we can’t use their service properly sinced most of the time there’s no signal or if there’s a signal, we can’t still browse the net. Imagine.. pay for a service you can’t even use.. ANAK NANG… parang nabiktima ako ng sindikato eh…