Globe internet over charging - GPRS (not a travel blog)

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I just want to share my plight with Globe last April and May.

Last April, I was able to jailbreak my Iphone thus I called up globe two weeks before my period cut-off to install the internet. I was told that I only have to text TIME so that I can have internet using my iphone anytime I want. This being said, my understanding is that I control the flow of gprs in my Iphone because of "TIME".

Then after two weeks, a globe representative suddenly called me and informed me that my bill reached to P6,000. I told him that I didn't know that it accumulated to that huge amount that I immediately told him to cut off my internet facility. In turn, I removed the "internet.globe.ph" in the configuration of my iPhone. The globe representative also told me that I can avail their amnesty to only pay P2,500 instead of the whopping P6,000 plus.

I immediately paid the P2,500 internet charges and the call charges apart from the internet fee.

Month of May came in but still the balance of P4,400 was not yet reversed. I immediately called globe up and told the agent that I already paid the P2,500 amnesty and that I was waiting for them to reverse the remaining balance. The agent then gave me a reference number and informed me that they have already reported my issue and for future follow-ups to give the reference number.

June came and no reversal took place. What happened next is that Globe suddenly cut off my line which prompted me again to call them.

(Let me just point out that IT IS VERY VERY DIFFICULT TO GET INTO THEIR CUSTOMER SERVICE VIA 211 OR 730-1000 - it was tiring to dial 211 then go to billing services then to their customer service. There was no option to talk to the customer representative!)

When I was able to get an agent to talk to me. I gave the reference number (1) and re-told the internet charges and the globe rep who called me up. I was then told that they will have my line restored the following day and that another reference number was created to followup the reversal of the internet charges.

After two weeks they disconnected me again. AGAIN, I CALLED UP GLOBE AGAIN, and gave the reference number to which I was already pissed off because I have to re-tell the story again and the agent gave me another reference number (2). A never ending cycle.

I got tired because the agent told me that I need to pay the 4,405.89 even though it is still under investigation before they restore my line. That pissed me off that I told the agent to have my line completely closed. I was already shouting as the call was my Nth time to followup my issue. The agent then told me that they will AGAIN RESTORE MY LINE (you must shout at them in order for them to return your line).

This cycle happened every other week.

Then just yesterday, I received another text from globe that they will again disconnect my connection if I don't settle the P4,405.89 balance which I ultimately gave up! So much frustration welled-up on me that I almost cried because Globe doesn't do anything to solve this as it became a cycle already - when they will disconnect you you go through the following

1. You must go through their complicated 211 recording (very customer unfriendly)
2. Then if you were successfully connected to an agent, they will either hang -up on you in the middle of the conversation which will prompt you to call again -
3. Then if EVER you still get through, you need to shout and show them that you are angry just to restore your line and they will just close the previous reference number (I believe this is for the purpose of their performance) and they will open up a new one without solving the original problem.

This cycle is simply unending. If you try their chat facility online, you still give the reference number but still you have to re-tell the story then all of a sudden, the chat suddenly gets disconnected which happened to me A LOT OF TIMES!

I then resorted to my last option, report them to NTC. I called up NTC hotline 926-7722 and aired my concern. They gave me the email address ospac@ntc.gov.ph for me to send all my communications with Globe.

Now, just this morning (I reported to NTC only yesterday), I received an email from Globe that they have already reversed P3,400 off the remaining balance and it will reflect on my next bill. Now, they suddenly reversed the balance because I complained them to NTC!! You have to resort to assistance from a higher party just for globe to act on the issue???!! That's pure customer service!!

But I am not contented with the reversal of just P3,400. I already paid P2,500 and I want the whole P4,405.89 completely reversed.

I will be posting any updates of this matter. I just hope that you guys who are also frustrated with globe to air your concerns and complain to NTC if necessary. Globe has to be taught a lesson. Too much greediness must come back to them.

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