Globe Telecom
Reviews and Complaints

The worst nightmare experience with GCash customer support started when my cousin transfer money amounting to 3000 pesos to my GCash account.

April 24, when she transferred money and she received an SMS confirmation that it was successful, the time was 12:06 PM. When I checked my messenger, the confirmation indicated that the transaction has been cancelled and time was 12:06PM as well.

With the worry that the money will not be sent to me, I asked the sender to call GCash and she said that the Consultant she has spoken with advised her that within 30 minutes she will be receiving a call advising about the reversal of money as it has already been taken out from her account and was not successfully transferred to my account. Unfortunately she did not receive a call back.

Then I had to call the GCash customer support and talked to Consultant #1 Lyka, who advised "Ser, i-escalate ko po ito sa support team rest assured po na ang issue naten ay mariresolve within 24 hours, here's the Ticket #440-6725"

I waited more than 24 hrs and apparently nothing happened.
I called again April 26, 2019 and Consultant #2 advised that the issue is already under review and will have to wait for a feedback again and will also do another follow up to the Support Team- Consultant said that the only thing they can do is follow up. Puros pasensya lang naririnig ko, sabi ko kahit maliit yung pera, kelangan ko kasi pambili ng medicine ng nanay kong bedridden :(, ang sagot saken Sorry po wala po kame magagawa, antay lang po tayo sa feedback ng support team.

Then with no hope na mariresolve ang issue, I had to wait for another 24 hours. Pero nakalipas ang 24 hours, wala pa ring resolution. Nakakapanghina to be on the phone ng napakatagal and you're not getting any resolutions.

Obviously yung money nawawala kasi di natransfer saken successfully pero nakuha sa account ng sender.

Then I have to call again April 27, 2019, consultant #3 said that "Nagfollow up na po, ang feedback pong nareceive namen is under review na po ito wait na lang po tayo ng update within 24 hours" UNACCEPTABLE! Pambili ng gamot yung pera. :(

Then I asked for a manager and talked to VON, siya lang ang nagiisang Program manager sa GCash Callcenter sabi nya saken "Sir, magsisend na lang po ako, ng email sa support team follow up feedback po sa kanina" Sabi ko, "Von ginawa na ng mga consultant mo yung ginagawa mo, please give the money back, pambili ng medicine ng nanay ko :( " Pasensya na po Sir, I can't do anything about it" UNACCEPTABLE! How can the manager say na I can't do anything about it! :( I was on the phone for almost two hours! Sabi ko kay Von, hindi mo pwede sabihin saken na you can't do anything about it because you are a "Manager"! Cge Sir tawagan kita pupukpukin ko ang support team namen sa follow up na gagawin ko via email.

Then I waited for a callback, fortunately at first he called me back, then he said, "Sir e- Unlink mo po ang GCash messenger mo, the link mo after para lumabas dun yung button na i-claim yung money" Then I did what he had advised me, nothing happened. Then he advised me to send a screenshot of my messenger GCash account to support@gcash.com. Then sinunod ko yung sinabi nya. After that tinawagan nya ulit ako after 5 minutes and second call advising me to send a screenshot of the sms confirmation the sender received after the transaction and the screenshot of the messenger notification that transaction was cancelled, the sinend ko ulit sabi nya callback ulit sya sa akin. I waited all day for a callback pero wala na.

April 28, 2019 I have to call again, then Consultant #3 advised that the manager is not available. She said that she will make a follow up because the feedback from the support team is still showing "under review". Sabi ko bakit under reveiw pa din at wala pang result, simula April 24 and the turn around time was 24 hrs anong petsa na" Pambibili namen ng gamot ng nanay ko yung pera.

I waited for almost an hour -call got disconnected then have to speak with a Supervisor because the manager was not around.

The worst nightmare experience with GCash customer support started when my cousin transfer money amounting to 3000 pesos to my GCash account.

April 24, when she transferred money and she received an SMS confirmation that it was successful, the time was 12:06 PM. When I checked my messenger, the confirmation indicated that the transaction has been cancelled and time was 12:06PM as well.

With the worry that the money will not be sent to me, I asked the sender to call GCash and she said that the Consultant she has spoken with advised her that within 30 minutes she will be receiving a call advising about the reversal of money as it has already been taken out from her account and was not successfully transferred to my account. Unfortunately she did not receive a call back.

Then I had to call the GCash customer support and talked to Consultant #1 Lyka, who advised "Ser, i-escalate ko po ito sa support team rest assured po na ang issue naten ay mariresolve within 24 hours, here's the Ticket #440-6725"

I waited more than 24 hrs and apparently nothing happened.
I called again April 26, 2019 and Consultant #2 advised that the issue is already under review and will have to wait for a feedback again and will also do another follow up to the Support Team- Consultant said that the only thing they can do is follow up. Puros pasensya lang naririnig ko, sabi ko kahit maliit yung pera, kelangan ko kasi pambili ng medicine ng nanay kong bedridden :(, ang sagot saken Sorry po wala po kame magagawa, antay lang po tayo sa feedback ng support team.

Then with no hope na mariresolve ang issue, I had to wait for another 24 hours. Pero nakalipas ang 24 hours, wala pa ring resolution. Nakakapanghina to be on the phone ng napakatagal and you're not getting any resolutions.

Obviously yung money nawawala kasi di natransfer saken successfully pero nakuha sa account ng sender.

Then I have to call again April 27, 2019, consultant #3 said that "Nagfollow up na po, ang feedback pong nareceive namen is under review na po ito wait na lang po tayo ng update within 24 hours" UNACCEPTABLE! Pambili ng gamot yung pera. :(

Then I asked for a manager and talked to VON, siya lang ang nagiisang Program manager sa GCash Callcenter sabi nya saken "Sir, magsisend na lang po ako, ng email sa support team follow up feedback po sa kanina" Sabi ko, "Von ginawa na ng mga consultant mo yung ginagawa mo, please give the money back, pambili ng medicine ng nanay ko :( " Pasensya na po Sir, I can't do anything about it" UNACCEPTABLE! How can the manager say na I can't do anything about it! :( I was on the phone for almost two hours! Sabi ko kay Von, hindi mo pwede sabihin saken na you can't do anything about it because you are a "Manager"! Cge Sir tawagan kita pupukpukin ko ang support team namen sa follow up na gagawin ko via email.

Then I waited for a callback, fortunately at first he called me back, then he said, "Sir e- Unlink mo po ang GCash messenger mo, the link mo after para lumabas dun yung button na i-claim yung money" Then I did what he had advised me, nothing happened. Then he advised me to send a screenshot of my messenger GCash account to support@gcash.com. Then sinunod ko yung sinabi nya. After that tinawagan nya ulit ako after 5 minutes and second call advising me to send a screenshot of the sms confirmation the sender received after the transaction and the screenshot of the messenger notification that transaction was cancelled, the sinend ko ulit sabi nya callback ulit sya sa akin. I waited all day for a callback pero wala na. Binigay nya sa aking Ticket number is #4405931. Panibagong ticket number.

April 28, 2019 I have to call again, then Consultant #3 advised that the manager is not available. She said that she will make a follow up because the feedback from the support team is still showing "under review". Sabi ko bakit under reveiw pa din at wala pang result, simula April 24 and the turn around time was 24 hrs anong petsa na" Pambibili namen ng gamot ng nanay ko yung pera.

I waited for almost an hour -call got disconnected then have to speak with a Supervisor because the manager was not around. Very unprofessional and disrespectful people.

I was able to speak with a Supervisor named Jeff, sabi nya ang gagawin nya is magi-email sa customer support for follow up kasi wala din naman daw sya ibang magagawa. "Ser this is clearly a system Glitch from our end sa GCash, kaso sarado po ang technical team na gagawa ng adjustment, bukas na lang po" Hindi ko po kayo matatawagan pero rest assured po, guaranteed na mababalik na yung pera" I-endorse ko po kayo sa ibang supervisor para tawagan kayo bukas ng 8AM-9AM, kasi day off ko po.

Then I waited today April 29, 2019. No callbacks received from supervisor. Tumawag ako sa Hotline, nakausap ko si Consultant #4, "Ser as per latest update, under review na daw po, wait na lang po tayo ulit" UNACCEPTABLE! Sabi ko bakit naman ganun? Then consultant said magpafollow up na lang po ulit ako sa Support team namen. Nanaman. Diyos ko! Kelangan ko pera pambili ng gamot ng nanay ko.

I got disconnected. Had to callback and ask for a Supervisor, sabi ni Consultant #5, wala daw available engaged daw, 3PM na..then fortunately naitransfer ako sa Supervisor named ARA, then Ara advised me the same thing, paulit ulit na follow up gagawin, di pa maibabalik ang pera sabi ko kelangan yung pera maawa na kayo kasi pambili ng gamot, then replied, "pasensya na po talaga Sir" then I had to ask for the manager Von. She said nasa meeting. I waited for so long, and put me on hold for more than 30 minutes the cut off.

Then I called back, si Consultant #6. I asked na itransfer ako kay Ara. Sabi nya umuwi na daw si Ara. Sabi ko sa kanya "Ha iniwan nya ako sa linya naka-hold tapos umuwi na pala sya" then consultant advised "Pasensya na po Sir" Sabi ko please connect me to Von your manager, sabi nya d daw available kasi nasa meeting.
"Hold ko lang kayo Sir ah, check ko ulit"

Then pagbalik nya "Ay Sir, si Ara po nasa meeting, sabi mo daw po kasi willing ka to wait" Iniwan ako naka hold sa linya pumunta sya sa meeting na di ako inaadvise :( nagaantay sa wala then nadisconnect di ako tinawagan. Hopeless na ako. Sabi ko I will wait until matapos sila sa meeting..

Nakahold ako sa line for almost 30 minutes and the line got cut off- no callback ulit. Hindi na agad ako tumawag. I waited for 2 hours na may tumawag, kasi ang advise saken after the meeting tatawagan ako ni Von.

6PM na wala pa ring tawag, tumawag ulit ako sa hotline. Consultant number #7 advised me na walang available supervisor kasi nasa meeting ang iba engaged sa call and I have to wait na lang ng call ng manager, kasi nasa meeting daw. :( nawalan na ako ng pag-asa, GLOBE and NTC i need your help

Client Number: [protected]
RUEL BONTO
Give the money back please- I need compensation of this nightmare.. :(

To Globe Corporate Management,

Please be advised that I have filed another complaint against your organization with the NTC on the following:

1. Serious Data Security Breach
2. Denial of Access to Billing Information

For 2 or 3 instances, your organization did not directly send me my Globe bill (PDF file) through my email. Instead your billing service sent me an email advising me to access my bill though a procedure I did not agree to (please see below).

---

To access your bill, click on the button below and wait for the one-time verification code that will be sent to your registered mobile number 906*****11.

View Bill Now

You may view, save, and print your e-Bill using Adobe Reader. Click here to download the latest version of this software.

---

This is a clear violation of my consumer rights on the following points:

1. I did not agree to the above-mentioned procedure to access my bill.
2. I have never ever owned a current phone number starting with 0906.
3. I had already sternly warned your Customer Service team to directly email my bill as a PDF attachement. Yet, your CS team still blatantly ignored my warning.

Please be strongly warned that any data security breach is an international criminal offense which results in immediate prosecution of the offending entity. The penalty is a hefty percentage of your company's gross income.

Let it be known that I will not withdraw my NTC complaint as this is a serious offense which cannot be corrected by a simple adjustment of email settings. Your company violated my privacy my instructing me to send information to an unknown number which would allow access to my billing information. That is incompetent, inexcusable and unforgivable. You will, under penalty of law, cede to my non-negotiable demand of compensation from your current gross income from 2019.

I already won a major moral victory against your company on a previous NTC complaint. I will definitely make sure you will learn this costly lesson. Not only did you violate my right to privacy, you also lost me as a loyal paying customer. I demand a just financial compensation for this criminal offense.

Sincerely,

Omar Vicente

Your data connection is so slow. Im only using youtube or facebook but it keeps loading and will took me an hour to log in to my facebook and messenger accounts. And I tried another network and it amused me because their data connection is very fast. Eventhough I newly registered gosurf but it keeps loading like wtf? Seriously? Faster connection? Turtle is more faster than yout connection.

I have been a postpaid costumer of globe for the past 4 years. After I have recontracted my plan and added a new additional line last april 16, 2019. While my recontracted plan with new phone was successfully processed with up to date advices and messages, I was surprise to not receive the same kind of advices and messages for the services to be inputted in the new line and phone. Instead, I have been receiving a regular text messages from different numbers 09125422809, 09105216036, 0912 542 2705, 0912 535 7318, 0910 521 6049, +63 912 522 2367, +63 912 107 4403 and more.. With almost the same kind of advice that: I still need to register the plan because it might get deactivated because of additional charges and because this number and plan is not yet registered in "our computer". To me this is clearly an inside job by some of your globe employees who have access to sensitive information. I seek explanation and clarification for this continuing incident. It is not right, it violates my data privacy and it creates undue stress to your user. I have screen shots of all messages uploaded below. Please do something to correct this.

They are completely useless service. If you are going to the Philippines do youself a favour and stay away from globe. I purchased 1000 pesos of load and never received the load. I have a screen recorder on my phone so I know I put the right number in but globe says its not there problem. If load is lost its not there reasonably to help retrieve it. Especially if your from another country, they will help you even less.

Hi I'm Ian from Dumaguete Negros Oriental and a subscribers of globe telecom for almost two years. I was so disappointed about their service towards me. I moved out place and supposedly want my connection to be cut but they suggested to have it transferred with me since I was in two years contract and have penalty if cut . I made a call prior to my transfer since I know it can be a long process, so I reported it last April 10 and waiting for their response since then, because they promise to have an action within 24 hours for a site visit. I waited until few more days left before my transfer but ain't no call receive from them. So I made a call for four times already (1 call a day) and just got a feed back on my fourth call (today) that they can't transfer it since there is no available LTE on my area were I transferred because it's full already. I know the process on how it will be fix and can be lengthy at times but my problem was how they responded my concern. If I didn't follow up I can't get any response, and every follow up was a promise to fix and transferred it but in the end they can't do it.

Hi good morning iam complaining about the disapperance of my gcash wallet amount of 2800 pesos, i only noticed it when i received this morning my new adjusted wallet iam shock to know where is my previous balance.i should be happy that moment for the adjusted wallet i received but really shock for the loss.i tried call the globe hotline but no gcash concern.
Please return my gcash balance because that is my only money i have.i keep pushing to used gcash transaction for me to get earned but wat happened its turned out to be verry disappointing.
Heres my globe gcash

number#[protected]

I need to transfer my service from Lapulapu to San Fernando since we moved out from lapulapu. When we had our service installed we paid them the one month in advance plus extras for the installer. Now, the installer is asking to pay for 4000 pesos for them to install the service in the new area. They said that our new area has exceeded the distance for free installation. What's ironic is that they are doing caravan here in our new place telling people that they will install the service in one day. How come that they can give service to others and asking people to install where in fact they cant give it to us. They are asking us to pay because there's no available box near us. When we asked globe about it they just said that we have to pay since it's the tech installer that can say if we have to or not. That's too much for us. When we asked to cut the service they asked to pay 6k for the ETF. We have no choice and option. Now, we don't have service since March 10 and Globe is still billing us. I can't see any justice in this.

This started when the account migrated to my name as the account holder way back in November 2018. Initially, it seems everything is fine, I understand that jin an and feb, the account is in transition. I gave them that enough time to have everything correctly migrate to the new account number.

I was promted that I have almost reached my data allowance of 100GB so I purchased volume boost of 200GB. But here come's March 15, a tech visit was made because of the slow connection. The tech changed the MODEM username and PW, the technician & CSR assured me that it would reflect to the account after I have used up my 100GB monthly allowance. Everything went well at first until the data allowance of 100GB was used up. So, I called back to the CSR and initially was told that the 200GB was added and cant be returned after the modem username and PW has been changed. I was really alarmed because I haven't used that data YET.

April 11, I called again to confirm this message. we have explored our options and the CSR and I agreed to have another Volume boost of 200GB for another 299 pesos and will be refunded as per the documentation of the call last April 11. Volume boost took effect and reflected on my Globe@home app BUT no update on the data usage for me to track.

April 14, Connection was interrupted again because I almost reached my data allowance. I called the CSR again, waited 35 minutes on the queue. talked and explain EVERYTHING back to the CSR AGAIN. This means that there is no clear documentation made on my account. Asked CSR to have her supervisor call me for updates regarding my account since it is pathetic to call each time and explain everything from ground zero so that agent could understand. Notes are placed there for a clear communication or relay of message.

I registered my gosakto worth 63 pesos last 04/11 2019 around 7:30 pm until 04/12 the same time. However during the registration period. I wasn't able to use the service and i called customer care service to ask a full refund but. I waited for 30 mins so the agent named EJ can help, however i was told that it will not be refunded, i asked for a supervisor to escalate the issue, and i waited for another 15 minutes, i then told that the supervisor who will be accepting my sup call is currently doing something on the pc but i will be connected to her/him, waited for additional 15 minutes i was still on hold, and got a opening spiel and i was disconneted and no one called me!

This issue started yesterday April 7, 2019, wherein I cannot recieve incoming SMS, when someone calls me it says my number cannot be reached even if the signal is good, my social media apps instagram and faceboom are not working, i can only send messages thru facebook messenger but i don't get notifications for incoming fb messenger messages i still need to open the app to check for new messages. There has been no advisory of any system downtime. This has been going on for more than24 hours already. You need to fix this! Calls and SMS are very important!

What happen to your connection lately? I was registering to GOTSCOMBODD70 last March 18, and I have combo balance to be extended that day! Til morning 8080 send msg that I do not have any active promos. Why? Globe donot get my load when iwas registering.

Hi! As of 2019-03-15, 22:03:46, the remaining MB on your active promos are:
DATA: 4.96GB (until 2019-03-18, 01:00:03)
GOWATCH AND PLAY: 12.02GB (until 2019-03-18, 01:00:03)

Hoping to fix this issue! I buy load every week and this what happen? Iwas registering march18 12:59am to extend my load! I know that globe is responsible to computer connections every digits! Im so disappointed because i need more data to use on my job! Thats why i always extended load on time and limiting my use of data.FIX IT! Please review this !

Then when iwas registering again on the same day, this what happen ? My data load balance is back to normal!

Hi! As of 2019-03-19, 00:26:10, the remaining MB on your active promos are:
DATA: 1GB (until 2019-03-26, 00:25:25)
GOWATCH AND PLAY: 2GB (until 2019-03-26, 00:25:26)

FIX THIS!

I accidentally turned on my mobile data last january 21, 2019 with my phone ([protected]) and did not know that even just turning on the mobile data the Globe company charges 5 pesos per 15 minutes as what the customer representative has explained. For me, it was a very unfair data charging because it was charged to browsing even though there was no browsing or maybe little browsing that happened ( I mean opening google, facebook etc.) The only mistake was that I accidentally turned the mobile data On.. From January 21, 2019 until February 20, 2019 it charged the account with more than 5 thousand pesos even though there was bill protect it was still very unreasonable because other network or even my other globe number which is post paid doesnt charged browsing fee when my mobile data is on weather enrolled to promo surf or not still it doesnt charge anything. Can you please fix this unreasonable charges so that I will continue using this plan. Thank you

It says that I cant register to an extend because of the double registration which is not my fault but your company's incapability to do better [censored] work. Next time, don't make it hard for your customers just because you're stupid at your work as [censored]. Just let me register to extend you [censored]ic [censored] im so pissed at your bad service and you demand too much to your customers, I hope your company shuts [censored] down when the new telecommunications will open here in the philippines. [censored] retards.

I sent p10000 from gcash to my bank account last saturday, february 23, 9:06 am.
The transaction was successful however I didn't not screenshot the last screen stating that it was successful.

I waited for the notification however I neither receive any text msg from gcash nor aub (my bank) regarding my transaction.

I immediately ask assistance from gcash care.
I also reported this matter thru email, called 2882 and filled a personal report thru globe business center in sm dasmariñas.

I hope we can escalate this matter since that 10k is intended to fund my pdcs dated feb 28, march 3, and march 30.

I already funded my feb 28 but I do not have any money for my march 3 and 30.

Help please.

As you can see as early as saturday I am already seeking assistance from gcash.

Help please

Respectfully,

Lizalynn mambiar

Request redemption of foxplus and Disney channels included on my upgraded globe subscription offer. Transaction references below;
Nov. 26 fox18110001382, dny18110000699.
Feb 1, 2019 ffup. Fox19020000097, dny19020000088. Old references were closed but not done.
Feb 19 ffup. Fox19020001512, dny19020001465.
Feb 22 ffup fox29020001593. Feedback redemption period already expired. No feedback yet for Disney redemption.

At this point, I am giving up on this but globe telecoms credibility on my side had been affected.

We applied for migration to fiber (upon recommendation of techician and not our on will) under the following details:

authorized person: ronaldo santiago
acct number :[protected]
acct name : verovino global properties inc

Our request has been cancelled with no prior basis at all nor was there any notice given. We have been promised a lot of times that technician will come (5 reschedules were given to be exact) however no person appeared as of this writing.
Technician kept on saying he was coming but when we called globe hotline, we discovered that he cancelled the job order, no reason was given. How irresponsible is that? How could your technician keep on promising that he was appearing anytime during the day and yet he has cancelled it already?
Internet is an important aspect of our business thus we cannot thrive with no connection. Your lack of consideration is affecting us gravely. I hope actions will be taken on this matter soon and connections will be restored.

I'm filing a formal complaint for Anthony Bautista with employee number zetlzl4535 and the customer service named Pearl, forgot to ask her full name. Anthony is a supervisor, that's according to him. My concern is about deactivating my amazon and disneylife 6months freebies for my new account. Then, they give me an instruction of sending a code to 8080 as soon as it expires. But, that's the nature of my call, I dont want to make a manual intervention as if I forgot to do it, I dont want to be charged. Then, this supervisor advised me that the only part that I need to activate is the third party amazon and disneylife. That according to him, there's steps that I need to go tru and globe can guide me tru it. When I asked of such step, he failed to provide such information to me. Then, what makes me irritated is he let me know that I wont send a code anymore but later he said that I still need to send it. This experience is totally a waste of time, I called because I need help but they did not provide any help to me.

There's no internet connection in my home the whole weekend even if I am up to date with my payment. This is becoming a nuisance! Every month I encounter this and it would take days before you bring back my internet connection. Is this how you treat your customer for 10 years? I am no longer a satisfied client! Please deal with this as soon as possible. Thank you.

I am Rodnie Coronado, Globe Plan Holder
I am residing at Brgy Ponggo, Nagtipunan, Quirino, Province.
The Globe Tower have been constructed in 2006 that time it was only 3G, though download speed is slow it completes the loading,
Now that there is LTE but still the internet service in our area is 3G and is much worst we cannot connect anymore to certain internet link before we are using mobile sticks yet we can connect to the sites and finish the download.
It is now 2019 can you upgrade your system and improved your service in our area.