This is just really to take out all the frustrations in my head and compartmentalize it to this space. Because I am just tired. Tired of talking to all those agents and repeating myself. Tired of not seeing any progress.
Background: Growing up with Globe.
My family has been using Globe from when they had ‘Ain’t no mountain high enough commercials.’ My first prepaid number in grade school was 09164486611. And I’ve been on post paid for three years. I’ve had similar problems on billing but not to this magnitude. You can say that I am loyal to my provider – at the very least. But all I want is to clear this up and move on and maybe find a different provider.
If you follow me on Twitter, I think it’s obvious that I have more than just a bone to pick with my mobile service provider. The original problem I had was that on a recent trip to Malaysia, I took one of those roaming promos to make sure I don’t spend much but still be able to get work done and keep in touch with the family.
On the second or third day I was there I suddenly lost my signal and apparently my line got cut off because of 30,000+ incurred charges. Of course I was mad but I told my self I’ll handle it when I get home. As soon as I arrived in Manila, I filed a complaint, the agent I talked to was nice enough to say they’ll look into it and investigate.
3 days later, Globe messaged me and said that my bill racked up 60,000+ pesos and that I had to pay immediately or else my line will get cut off. I called the hotline again and the agent sympathized with me and again filed a report to investigate my bill since the cut off period is until 2 weeks. I had to sit tight and hope that this was all a mistake.
1. The promo bundle I got wasn’t reflected in the system
2. I was charged per kilobyte in data charges
3. They waited until 30,000 before cutting my bill of when my maximum limit is 2,500.
After that, trouble started. It was during Globe’s system maintenance that I experience poor customer service. One of the times that I was following up (this was around end of March) an agent was being sarcastic and said ‘Eh, how can we check if we’re undergoing system maintenance.’ Was it so hard to tell me that the investigation was pending? They couldn’t even file transaction report because of the maintenance.
When you say ‘building a better Globe’ how about securing customer information?’ It’s like saying, ‘To serve you better we have to go through some inconveniences. by ‘we’ we mean ‘you’. To top it off, I went to on-ground center to get help. Nothing happened so I expressed my anger on Twitter.
Suddenly I got different different Globe representatives following me on Twitter and it just got a bit messy. They did try to help, but I felt it was in reaction to my angry tweets as opposed to really identifying the problem. I had to repeat myself, find transaction numbers, reference numbers, screen caps – and all of them either said ‘Wait some more.’ or ‘Just pay a percentage so you won’t get cut off.’
Memory Wipe-Out: Sometime in Early April
Finally after the long awaited end of their system maintenance and the end of my billing statement cycle, I called again. The process started getting weird and disheartening. Agents said they didn’t have a record on the reports I made. (How convenient for Globe, right?) And the on-ground agent never got back to me when she said she would after a week. Why is that you say? Yup, its because they just finished with their system maintenance.
A few of my frustrated tweets. A friend tweeted me back from a different topic and said, ‘What was that? I thought you were fighting with Globe again.” This has been going on for too long.
I was getting tired and I had to think – is this some kind of strategy? Tiring out customers with issues until they give up? It’s like a conspiracy theory I know but seriously, I don’t know what else to think.
Now at the last day of April, I got my formal bill and it’s as if nothing happened. I still have 69,000 pesos to pay for. And the break down shows that I’m being charged per kilobyte of data charges on top of the calls and texts.
All these customer service nags aside, the origina issue is that the system is reflecting I got a voice and sms bundle for roaming. When I got a consumable bundle with data. And just my luck, my phone’s Message app crashed and all my messages got erased. So now I’m stuck with a losing hand. After nearly two months of waiting, I couldn’t initially present evidence because it might just be a mistake. Now that it’s needed, it’s damn well too late.
The agent I talked to today was at least kind and tried his best. But his only solution was that I wait for a week or so because they will request an IT extraction of my mobile behavior. What’s that you say? Oh, it’s just the full breakdown of my transactions.
What immediately went in my head was: ‘Isn’t that redundant because it’s coming from the very same system that has a messed up report of my bill?’ How else do I argue with that?
Sadly, if the extraction shows the same thing in the report – they won’t have leverage to waive the fees. 69,000 PESOS. I don’t even have money now to buy a semi-fancy pair of shoes for 3,000. That’s just messed up.
And just so that it’s out there: around two weeks before my trip to Malaysia, I went to Singapore and availed of a roaming bundle. Not the exact same one, but still from Globe. And I was less careful about my mobile use that I was in Malaysia.
My bill? Less than Php 2,500.