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?