April, 2009 - I registered for a 2-year contract of Load Tipid Plan 500 from Globe.
May 2010 - I was on my way to work when my phone suddenly shuts itself off and when I tried to turn it on, it could no longer read my Globe SIM card. I tried to use other phones using my Globe SIM card but was still giving me the same error which is telling me that my SIM card was invalid.
I reported the incident on Globe customer service hotline and was told that my SIM card had already expired, therefore deactivating my line. I told them that it was impossible because my line then was so active and still has 300 pesos worth of load left. I was advised to report the incident to the nearest Globe Business Center unit, which was then on Eastwood Mall.
That afternoon, I went to Globe branch in Eastwood Mall to report my issue and was provided with a new SIM card with the same number and had me filled up a new registration form.
As I received my first bill after the incident, I noticed that my account number had been changed and there was no receipt of my previous payments nor balances from previous months. Rather, it was a fresh, new Statement of Account. I had also noticed that my credit limit was reduced from a maximum of 3,000 to only 1,000 pesos.
After a few months, I received a call from a certain lawfirm telling me that I still have an unpaid balance from my Globe plan. As far as I could remember, I was up-to-date with my payments. I, again, called customer service hotline to verify my issue and was told that my payment was indeed up-to-date and that I had no outstanding balance on my account.
A week after, the same lawfirm, called me again and reminded me to settle my account as soon as possible. After further investigation then I realized that I had an unpaid balance from my previous account number prior to the deactivation of my SIM card. To avoid further arguments, as this has already been tiresome, I have settled my unpaid balance and continued to update my payment monthly.
June, 2011 - I called the service hotline to inquire about any rewards that I may receive regarding my 2-yr contract as 2 years has already passed when I signed up on the plan. I was shocked when the agent told me that I still have 11 months left before my contract ends and was advised to go directly to the Business Center regarding my concern.
The next day, I dropped by Globe Business Center at Eastwood Mall with regard to my concern. I was advised that I will definitely receive a reward, however, my case is till yet to be escalated for investigation and was told that I will receive a call from them not later than the next Monday.
2 Mondays had passed and I still yet to receive a call from them so I decided to drop by again to Globe Business Center to follow up on my concern, only to find out that I am not eligible for any rewards because there are no loyalty rewards offered on my plan which is the Load Tipid Plan 500. I was so frustrated that I requested to terminate my plan right away.
To Globe Customer Service, here are my two cents for you:
1. If there is a need to deactivate one's number, at least have the courtesy to send a warning to inform the subscriber the reasons why it is subject for deactivation and also to verify things to avoid unnecessary deactivation and also to save the trouble.
2. Inform the subscriber if there will be changes made on her account such as Account Number, Credit Limit, etc.
3. Have a centralized database of your client's concern so that the next time they call, or ask for assistance regarding their account, there will be no need to repeat the same concern over and over again as it so frustrating to be asked for the same concern every time you ask for their assistance.
4. When you provide a turnaround time, have the courtesy to call the client on or before the time or day that you have specified.
5. IMPROVE your customer service!
I still have more to say about my bad experience with your service but I'll just leave this as it is. I will still use my Globe number, however, I will NEVER signed up for a plan again on your network.
May 2010 - I was on my way to work when my phone suddenly shuts itself off and when I tried to turn it on, it could no longer read my Globe SIM card. I tried to use other phones using my Globe SIM card but was still giving me the same error which is telling me that my SIM card was invalid.
I reported the incident on Globe customer service hotline and was told that my SIM card had already expired, therefore deactivating my line. I told them that it was impossible because my line then was so active and still has 300 pesos worth of load left. I was advised to report the incident to the nearest Globe Business Center unit, which was then on Eastwood Mall.
That afternoon, I went to Globe branch in Eastwood Mall to report my issue and was provided with a new SIM card with the same number and had me filled up a new registration form.
As I received my first bill after the incident, I noticed that my account number had been changed and there was no receipt of my previous payments nor balances from previous months. Rather, it was a fresh, new Statement of Account. I had also noticed that my credit limit was reduced from a maximum of 3,000 to only 1,000 pesos.
After a few months, I received a call from a certain lawfirm telling me that I still have an unpaid balance from my Globe plan. As far as I could remember, I was up-to-date with my payments. I, again, called customer service hotline to verify my issue and was told that my payment was indeed up-to-date and that I had no outstanding balance on my account.
A week after, the same lawfirm, called me again and reminded me to settle my account as soon as possible. After further investigation then I realized that I had an unpaid balance from my previous account number prior to the deactivation of my SIM card. To avoid further arguments, as this has already been tiresome, I have settled my unpaid balance and continued to update my payment monthly.
June, 2011 - I called the service hotline to inquire about any rewards that I may receive regarding my 2-yr contract as 2 years has already passed when I signed up on the plan. I was shocked when the agent told me that I still have 11 months left before my contract ends and was advised to go directly to the Business Center regarding my concern.
The next day, I dropped by Globe Business Center at Eastwood Mall with regard to my concern. I was advised that I will definitely receive a reward, however, my case is till yet to be escalated for investigation and was told that I will receive a call from them not later than the next Monday.
2 Mondays had passed and I still yet to receive a call from them so I decided to drop by again to Globe Business Center to follow up on my concern, only to find out that I am not eligible for any rewards because there are no loyalty rewards offered on my plan which is the Load Tipid Plan 500. I was so frustrated that I requested to terminate my plan right away.
To Globe Customer Service, here are my two cents for you:
1. If there is a need to deactivate one's number, at least have the courtesy to send a warning to inform the subscriber the reasons why it is subject for deactivation and also to verify things to avoid unnecessary deactivation and also to save the trouble.
2. Inform the subscriber if there will be changes made on her account such as Account Number, Credit Limit, etc.
3. Have a centralized database of your client's concern so that the next time they call, or ask for assistance regarding their account, there will be no need to repeat the same concern over and over again as it so frustrating to be asked for the same concern every time you ask for their assistance.
4. When you provide a turnaround time, have the courtesy to call the client on or before the time or day that you have specified.
5. IMPROVE your customer service!
I still have more to say about my bad experience with your service but I'll just leave this as it is. I will still use my Globe number, however, I will NEVER signed up for a plan again on your network.
