Globe Telecom
Reviews and Complaints

Your customer service sucks. You took all my personal information. Kulang na lang pati SSS ko at Credit Card ko hingin niyo oara sa kaanumalihan e.

Special shout out to Ms. Jo ng Customer Service phone niyo na binabaan ako habang ineexplain ko problem.

Also to your messenger team na it takes 3 months or so bago magreply.

Kudos to your email team na nanghihingi ako ng tulong sasagutin ka ng generic na reply na useless.

Absolutely wonderful customer service. - 10 out 10.

Walang tinama. Wow. Kakaiba kayo.

I bought Steam Wallet Code worth 250php and 50php using my GCASH last September 30, 2019 at 11:15am. The 50php amount came at 6pm but the 250php didn't, I tried calling their customer hotline and they said it will take 2-3 working days for them to credit back the 250php or still send the Steam Wallet Code . Been calling almost everyday for any feedback or update regarding my problem, but to no avail they still don't have a resolution. I called them twice today and the first agent hanged up on me when I got irate and the other agent tried to transfer me to a supervisor then ended the call.

Note: This is the 4th day that I'm calling them for my concern with no resolution.

To whom it may concern,

I am writing to make a formal complaint against Globe Telecom. My complaint is that they failed to provide the service that was promised and still continue to fail up to this point.

• We received the below notification from them last Sep 26. This was forwarded from my husband's phone.

- As advised I settled the bill through the link that they provided and paid 8600. It was paid on the same date that I received the text which is Sep 26
After making the payment Globe Telecom disconnected our services Landline and Internet.

- I called them and was informed that they saw the payment and wait for 2 to maximum of 8 hours to reconnect. After waiting for 8hours I called again since nothing is working and was advised that reconnection time is within 24 hours from date of disconnection.

- I waited and after 24hours called them again and contact them
In messenger as well and they told me that they will escalate and will tell the back end support to prioritize prior to my training call but then again nothing happened. It has been a long saga and a lot of inconveniences and call waiting for 1 hour to 2 hours and spending on the phone with them for almost half of my day and still the line is still disconnected. I asked for an escalation or manager and for 1 instance they had me waiting for 40 to 50 minutes then they hang up and when I called back their office is closed and only available until 12 midnight. Earlier the rep told me that I will be transferred to the supervisor but after a long wait of 1 hour again the call was disconnected and it has been 5 days and counting.

They said that they have error in webtool and they sent email back end support. And they always reply that it is monitoring.

I made cash in through my linked account worth Php 3000.00 last September 27 but the money did not get credited to my gcash account. I check my act online and the transaction did push through. I called customer service but there was no options to talk to a representative. I called globe hotline and was informed that Gcash is no longer part of Globe. I was on the phone for more that an hour and still did not get any resolution. I told them I need this funds ASAP but seem no one knows any sense of urgency. I want the money either back to my linked account or be credited to my gcash today.

I registered my load to GS50 its 1 gb plus 300 mb for facebook today and then after a few hours using my facebook I received a text saying that ubos na ang surf promo ko. Is that a joke? One day? Ubos agad ang 50 pesos load ko. And this is not the first time. Can you cut the [censored] of your service. Ayusin niyo naman. Hindi naman ako nagpupulot ng pera

I have made a payment to smart using Gcredit on August 29 but it has not been credites to my account with them. I already made the follow up with Smart and according to their investigation and follow up to Globe Gcash with EC pay the amount was credt back to me but I dont have anything credited back to me. What's more confusing is that GCredit uses fuse lending and the follow up by smart was confirmed closed and completed by ECPay which is for GCash.

I want clarification on this.

I tried to register in your service and I encountered problems:
1. Slow internet, & being warned that my internet usage is unusually high.
2.I turned off my cellular data but my load was deducted because it says that im still connected to the internet.I am connected but to our home wifi.
3.I borrowed P5, when I loaded it was not deducted, now I tried to borrow again and i received a message that I still have pending outstanding borrowed promo
GLOBE please improve, you are just gaining but not giving quality service! You make ways on your own to make money but not for your clients ease and needs.
We expect fast and reliable internet but you failed us

My issue is for Globe G-cash. I have already filed a ticket for my fraud case since July 31, 2019 and still my issue is not resolved. The customer e-mail support are very stupid, kep't on replying the same message and he/she doesn't even know how to extract a zip file. Also I haven't received any update from my email even if I tried to follow up at least every week

It is with great sorrow that I write you today regarding our high speed Internet service. While your service has never had problem before, recently we have experienced interruptions to our connection.

The problem began on August, when our connection went down. We established that the problem was not in our computer or the wireless connection, and then we contacted Globe My Business/Airah Muego (Customer Development Manager, Small and Medium Business Group), she claimed that she will sent us repairman within September (no tentative date) and also contacted the customer service of Globe to also asked for their assistance.

The problem is still occur, at first, upon checking to the system of the Customer Service Representative claimed that the problem was on our end, but we checked all the possibility at every occurrence. They sent a repairman (September 11, 2019) to checked, and said that they will install new line. But Ms. Airah can't provide us the exact date of the installation of the new line, and we want it ASAP. Because in our business it is essential to have an internet that's very functional.

I have established to my satisfaction that the problem is beyond our control. We have not received the service we're paying for Globe My Business, we should be refunded at least a month's worth of service.

If you cannot guarantee service, we will have to move to another provider. Please call me at [protected] to explain to me what you intend to do about the situation.

Thank you very much for your assistance.

Sincerly,

Shelly Liang

I received a letter that a transfer of my broadband line and replacement of current modem and landline will have to be made as they are going to decommission and permanently disconnect the old facilities and was advised to call customer hotline number 730-1026 using access code 8463 to schedule the transfer of the lines.

I scheduled my preferred date (which is today Sept 23, 2019 between 1-8pm), 1 week in advance and they didn't bother to show up. I called the hotline number 4 times (1 dropped call) all day today in roughly 2 hour intervals and the customer service agents keeps reassuring me that the technician will come. I have waited 7 hours and no one showed up. On my 4th call they have told me that they won't be able to come on the scheduled date (for obvious reason that it was already almost 8pm)

I have alloted my entire day (taken a leave of absence from work) waiting for support that didn't come. This is very frustrating and a total waste of my time. The least that the customer service could have done was update me early on that they won't be able to make it instead of me calling repeatedly and getting assured that there will be someone who will be coming. I also have to repeat my issue/concern all of the times that I called and in my 3rd call the agent even promised me to provide feedback in 5 mins (none came).

I have been patient with this company and had not lodged a complaint in all the years I've been a subscriber even if there are some misses in customer service and consider them understandable. But this time this is unacceptable as it has wasted my time considerably and such inconsideration of other people's time is not how you treat your loyal subscribers.

I was able to get a reference number for my issue: mig19090001152 on my fourth call and that's because I asked for a reference number, the other 2 times that I was able to talk to an agent they didn't give me one.

I registered to your SUPERSURF200 para magka access sa internet connection for ilang days. I understand your policy but not the hell na as in hindi ako makaacess kahit sa fb after I receivd the notice that I consumed the whatever f*cking cap you have. Ang malala. nag susubscribe pa ko sa ibang promo sa buong pag aakala na magkakaron ako ng access uli . Which is totally not! kahit magregister ako hindi pa den makaaccess! super napaka walang kwenta at palala ng palala yang service ninyo! ibalik nyo kaya mga pinanload ko! wutdahel!

I am happy with the service was f Gcash until last Friday, I cash in an amount more than enough for me to pay my tuition fee's last installment. I created a ticket and after few hours, I received a notification saying my transaction will be refunded in 2 days. I waited until today Wednesday and no refund has done yet. Yesterday, I've seen the transaction ID showing up on my transactions list but the accounting department of my school doesn't want to accept the transaction ID at once. They need to validate the receipt. It's five days now and I haven't received any response yet. I've tried creating different tickets from my email and I got no response. I'm currently suspended and I can't go to school. I feel so hopeless

I know that there were no stable signal on broadband and it may vary in so many reasons, but it was no longer tolerable that Globe signal on both broadband and cellphone will gone for days and almost happen every week, broadband signal will go down to 5kbps upload to zero during peak hours, could be that the tower (site) are already congested for there were only one tower that caters the whole area in our place with, we were experiencing this problem for almost a year since Globe upgraded to LTE and promised a better signal, so we had purchased Globe plans and paying 3, 500 monthly, but now it is worthy of complaining that we were just having a signal of lower than 100kps and paying that high on your plans.

I have a contract with them 1299P for 150Gb a month. They propose to pay on line you must write your account #I paid 1 month + more data 1833P with credit card. I received a receipt from ipay88 to explain that my payment was sent to Globe. It was on April 20 wit a due date on April 26. Since this date every month I receive a new bill with this amount always mentionned. I refuse to pay twice. I want first my money back on credit card then I will pay any other bill included this one. What I reproach to this company that they never answered to my mail without speaking of the 100 texts sent to Gie of Globe. Thank you. Regards. Alain Chevalley. Acc. # [protected] Yumbing Mambajao Camiguin

Using the GCash App on my phone, I tried cashing in with my linked BDO mastercard the amount of P 9, 200 last Sept 5, 2019 at approximately 15:30 hrs. Money was deducted from my savings account but still is not reflected on my Gcash account. I've emailed customer service but replies were only automated responses. How can i get my money back? There is no decent or concrete way to get in touch with a customer service representative. I feel scammed. I called my bank and all they can do is file a dispute to mastercard which will take more than a month to get my money back. This is not my error, why make me suffer like this. GCash App is unreliable!

I paid for a net load amounting to P50. I registered to *143# Gosurf50. It took so long waiting for confirmation and no confirmation arrived.so i type again *143# to register go surf 50 then in a split of a second their system said that i had multiple times registering while its only my second time. My point is -- when i re-registered they replied at the speed of a lightning. But when we as consumers register for promo it took so many minutes for their reply.

Is this Globe's strategy so that they can get the money that we paid for the load? Coz once i re-registered their system will automatically consume my net load.
I am only one of the thousands or millions of users of Globe, so what if this kind of bad strategy is being applied also to other thousands of users... it's not fair!

We patronize your services but you kept your consumers just being played around.
So many times i have experienced that bad strategies of them but i did not complaint, but for now that's too much!

Please be good to your loyal customers..
If actions will not be taken on this matter, i would also file complaint.to NTC. I am only one, but there are thousands of Globe users around who are just being played around by that bad strategies.

It's not the matter of money value of P50.00 that i was complaining, but your strategies and manner of getting our money paid to tour system but with no return of services.

Hoping for the appropriate action on this matter. Thank you.
@RYAM

Please help me follow up my GCASH CASH IN TRANSACTION. Please see details below:

SEPTEMBER 05, 2019
AROUND 5-6 PM

I TRANSFERRED 32, 000 FROM METROBANK ONLINE TO GLOBE GCASH
METROBANK SUCCESSFULLY MADE THE TRANSACTION.
BUT NO ACTUAL RECEIPT ON GCASH

I ALREADY EMAILED, CHAT AND CALL GLOBE GCASH TEAM, BUT NO REPLY UPTO THIS TIME
I URGENTLY NEED MY MONEY BACK

ADDITIONAL DETAILS FOR YOUR REFERENCE:

Full Name: ZARRAH JANE CAMIT
Mobile no: [protected]
Issue Type: CASH IN-NON RECEIPT
Issue Description: Cash in thru Metrobank Online but no actual cash in on GCASH
Bank/Card Name: METROBANK
Bank/Card Holder Name: ZARRAH JANE CAMIT
Amount: 32, 000
First 6-digit & last 4-digit of card: [protected]
Trace ID/ Ref from the Bank: [protected]
Email Address: [protected]@yahoo.com
Date & Time of transaction: Sept 05, 2019

I am complaining customer service hotline i was have 4 times attempt to talk to different representative for my unsuccessful GCASH Transaction and they give me unresolved issue they always committing me 24hrs to fix but my payment transaction didn't fix, And one of representative says it was a glitch of the system, it was a payment transaction and no access to their merchant just to request another request payment code I was so disappointed for they [censored] me. I hope it will reach to them. thanks

Dear Globe Management,

I am writing to complain your Costumer Service Representative named KIM (didn't get her surname) and ERIC (Ballesteros - not sure if I heard it right?) whom I spoken last Saturday, 30 August around 3:10pm. Both of them were not customer oriented, I was still talking to them and they suddenly drop my call in the middle of our conversation. I was also a CSR before and I know this isn't right. This is not the way we treat out clients. Therefore, I writing for you to investigate.

Furthermore, We've been calling your Costumer Service beginning August to complain our poor connection in the Internet (acct:[protected]), yet no one attend our complain). We have spoken to a lot of your Costumer Service since then and everytime we call they keep on telling there is no updates written to your system or database.The last CSR I spoke to was Yoj. I have asked her to check what did the 2 Customer done upon hearing my complaint she couldnt even track down whom I've spoke to because she couldn't see any update. I told her to transfer my call to the Manager, she told me since there is no available my call will be transferred to the Supervisor, She did transfer me to the Supervisor whose name was Arthur, who assured me that the team who will fix our Internet will go to our house on Sunday and will call us since I provide 2 additional ctc number. We've been waiting for your technical team yesterday or even call the whole day, yet nobody arrived and nobody even bother to call. Is this the service that you have now? This is very disappointing!

I'm calling the attentions of GLOBE Management to look after this issue. We've been using GLOBE
For more than five years and we are no longer Happy with your service.