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 [phone] and aired my concern. They gave me the email address [e-mail] 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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Comments

[meulah]

globe roaming charges
I would like to request an adjustment for my roaming charges billed March 12 around Php 48,000.00, with the mobile # of 0917xxxxxxx. I already paid half of the roaming charges billed February 2012. I went to Hongkong last February 9-12, 2012. I called 211 and talked to a customer representative for roaming activation. I asked her if there is internet connection in hongkong, and she confidently told me that it depends on the provider in hongkong. She could have offered me the 5 days unlimited roaming for USD50 but I don’t know it yet that time. The customer rep also told me that there are many providers in hongkong which is a globe partner and it will randomly appear in my mobile. I didn’t ask about the roaming charges coz I thought that I won’t be having internet connections when I get there. When I found out about my bill, I’ve searched the internet and asked globe users that it’s only CSL which is globe partner for hongkong, CTM in macau and felt disappointed when I was told it has many provider and wasn’t able to get any offer of unlimited roaming. While I was in hongkong I got a texted message about unlimited roaming which I ignored it because I thought that I got a message of unlimited roaming, thinking roaming maybe cheaper and didn’t bother to call the number given. The message shows like this: Have worry-free Data Roaming with Bridge DataRoam Unlimited! To know more or register, dial *143# (toll-free) OR text BDU INFO to 2884 (roaming rates apply). For help, call Globe Roaming Hotline at [phone] (toll-free) using your mobile. Enjoy your stay! This SMS Advisory is FREE. Globe Telecom and CTM, members of Bridge Mobile Alliance, welcomes you to Macau! Enjoy worry-free unlimited data roaming with Bridge DataRoam Unlimited. To know more or register, dial *143# (toll-free) OR text BDU INFO to 2884 (roaming rates apply). For help, call Globe Roaming Hotline at [phone] (toll-free) using your mobile.Enjoy your stay! This SMS Advisory is FREE. Globe Telecom and hong kong CSL limited, members of Bridge Mobile Alliance, welcomes you to hong kong! Enjoy worry-free unlimited data roaming with Bridge DataRoam Unlimited. To know more or register, dial *143# (toll-free) OR text BDU INFO to 2884 (roaming rates apply). For help, call Globe Roaming Hotline at [phone] (toll-free) using your mobile.Enjoy your stay! This SMS Advisory is FREE. I am unaware of the roaming charges and it’s my first time going abroad to have roaming activated. I thought the charges are same here in PH which it will be based on the minutes used. When I was in hongkong I barely use internet connection for long because I’ve heard that roaming is expensive yet to find out it’s based on per KB used. When I arrived back in PH last feb 12, I plan unbilled inquiry and its 5k. I was shocked and didn’t call yet because im waiting for the final posting of my bill cut off feb 12. The next day feb13, I checked plan unbilled again and it came out around 42k which I was more shocked. I called 211 and told me I will disregard the 42k amount because my bill shown in her computer is 5k cut off feb12. I didn’t expect I will be charged after feb13 because my travel period is feb 9-12. Since I almost call every day, there was one customer rep told me that the complete generation of bill charges is not yet finalize because the HK provider are the one sending it to globe, therefore my outstanding charges will be posted in mar12 cut off. During that time I cant sleep properly coz im so worried about how am I able to pay that huge amount. I also call everyday to have an adjustment of amount because I was unaware of the roaming charges and not really informed properly. One of the customer rep told me there will be a series of investigation and the adjustment will take time. I also got a call from globe doing a customer service rating. It’s not satisfying to pay 48k to something you aren’t aware of. Even half of it doesn’t serve right. I can’t afford to pay the said amount. My plan is only 299 and im a regular good payer. My limit is only 1,500 and how come I exceed to it. I should be cut off that time so that it will prevent for reaching that amount. I’m sincerely asking a huge favor to please help me with this matter. I want to pay the 5 days unlimited roaming for USD 50 instead of the unfairly amount of 48k. Please help me find a way to solve this problem. this is my letter to globe. do you think it will be waive?

[Macha Latte]

Globe Roaming over charging ( not a travel blog)
Hi to Xtineg & Meullah, I am currently having problems with Globe as well I am being charged exhorbitantly for roaming. May I know if your internet over charging has been resolved and what did Globe finally charged you? Pls. reply ASAP! thank.