Globe Telecom
Reviews and Complaints

Til last year I was enjoying my internet plan from Globe Telecom. Early this year, I was shocked when the globe website showed up when I was navigating a other website and saying that I consumed my allocated daily data allowance.

I immediately called the customer service of Globe Telecom. But I was not satisfied with their answer. They said that daily data allowance was set when I upgraded my plan. But I did not upgraded my plan. They even did not tell me when was the upgrade happened.

(Way before) I can still remember once when I called them to avail their NBA promo. The agent inform me if I avail for that service they will put a data cap on my plan. So I told the agent that I will not avail to that promo. But early this year they still put a data cap on my plan.

I am an independent contractor ho earns around $800 a month for my homebased gig. I had a $5000 worth of project proposal from one of my clients but I needed to upgrade my plan for the role.

Aug 30, 2016 I upgraded my plan to 10mbps
It was working
Agent Acibar ma isabel santos-processed the upgrade quickly

Aug 31, , 2016
No longer working since process had to be followed daw. (TAT 24-48hrs)
I had to reschedule client meeting to September 3.

September 3,
Called customer service again and was assured by ang agent named Leo Angelo Estadfilla Frelda reassured that my plan will update in 24 hours.
Again, I rescheduled client meeting.

September 5,
Internet is still not upgraded.
Client cancelled the project.
Lost $5000 income
Called globe and guess what? Status is still open. NO one updated my plan! EH IISANG CLICK LANG GAGAWIN SWEAR!
Asked for supervisor, waited 30 MINUTES, representative hung up.
Called again, asked for supervisor, waited 2 HOURS, rep hung up.
I am on my 5th call waiting to the one and only supervisor of globe and I haven’t even talked to him yet.

Been working on my Internet application since 1st week of August. I take note THAT I will be leaving to USA by Aug 20, 2016. They suggested the plan 1299, and I chose it, but they told me the phone is not available. The phone will be delivered by 2 to 3 week. I cancelled since no body will receive it. I change it to Plan 999. The Call Center accepted, but to my surprise, it was not relayed to the account supervisor/ specialist ( kuno). I only found out August 15, that after talking to them for 5 days, no action was taken yet. So their call center was only taking our call, answered us in their fashioned ways, but they are not putting into action their promises. Asking same question, repeatedly, but does not know what they are doing. WHY does they did not let us to right person of our concern? You are hiring people that are SUCKS!

Globe (8888) sent me a Promo, I did what needs to be done on my part. Promo activation never came. Called Globe CSR, spoke to 3 agents and 2 supervisors over a period of almost 2 weeks. They all gave me SAME respond... I should have received the promo activation, but since it did'nt come, they escalated the concern to the Support Admin and still waiting for their feedback. 2 WEEKS FOR A FEEDBACK?! Your agents are like robots and supervisors are like upgrade robots. No resolution made!

I applied for a postpaid line with globe online. As soon as i got the line, i couldn't make decent calls because there was a disturbing crackling sound whenever i make and receive calls. I reported that to globe several tine thinking that it was just a line or network problem. After nearly a month of always complaining, a representative suggested that it could be a handset fault. They suggested i have the handset checked in the service center. I told them that i am using my line for work so i can not afford bit to have my phone even for a day due to the importance of communication. I asked them if they have a loan phone that i could use for the meantime. They said no. So i had to either buy a new phone while they check the other one. That did not make sense to me and i did not find it fair. They told me that there was nothing they could do. Since i really needed the phone line which would be useless without a phone, i agreed to their suggestion to just have that line cancelled and i open a new one so that i can have the service together with a phone right away. They said i just had to pay for the early termination fee for the old line (which was 4, 000 plus) and the month in advanced for the new line. I agreed and i got the line cancelled and the new line on that same day. After several months ( roughly 5months) of using the new line, globe suddenly told me that i still had a balance of 4thousand plus because of the old line. I told them that i already paid for it thats why i got the new line. And i asked them that if that were true l, how come i am only informed about this after several months. I complained and spoke to a supervisor who promised me that she will escalate it and have it fixed. Until now that charge is still on my name. Nothing has been done. There are even no notes in the system about my conversation with that supervisor.

One of the representative of the notorious Globe just informed me that the company do not provide upload speed for their customer, only download. This is the most stupid statement I have ever heard, along with all other stupid information that their customer service reps have provided. The guy's name is Benjie Aleria ZTCM5880.

This is guy is so rude and incompetent, not to mention the obvious unwillingness to help. This company is a scam and a total rip off.

DO NOT USE GLOBE!

On 15th of July, I called Globe to process a transfer of location for my DSL connection and I was supposed to receive the feedback on the 16th but the tech failed to inform me that my new area is not serviceable. When I called in, they asked me to transfer to LTE connection instead specially that the tower is very near my area. Used the LTE connection for two days but the connection is unstable. It always log out my Skype & 8x8 programs. So I called Globe to report it then they scheduled a tech to visit so it can install an external antenna.

When the tech arrived the next day, he told me that an external antenna would not be helpful. So, the tech advised me to transfer to DSL. Got confused because the first tech advised that my area is not serviceable. So the new tech went to the facility and gave me the facility numbers which are available for my area. I then called the hotline to have the LTE to DSL migration done. I was expecting it to be connected Saturday, 23rd of July. No tech came so when I called yesterday morning to follow up, the agent told me that the transfer order got cancelled because of an order that was not closed. It is an order for delivery of the super home phone that is included in my LTE package. I escalated what happen to their admin because the super home phone that they are referring to has already been delivered to me.

The agent gave me a reference number that he already escalated the issue to the admin and have the DSL connection push through. I called again this morning to follow up and gave the reference number given to me. The agent this morning said that the reference number given has nothing to do with an escalation or for the DSL connection. I asked for a Manager to escalate the issue and the Manager made sure that the connection will be done tomorrow 25/7/2016.

Called again this morning, 25/7/2016, agent told me that it will take 3-5 days. Got so frustrated because the previous manager who said she expidited the process because it was all on Globe's mistake, told me that my migration will be done today and that there is no need for a feedback if the facility is available because I am already reserved for it, which was given by the tech.

As I am writing this email now, I am on hold with the CSR because they tell me the manager is not available and that I have to wait for an hour to speak with them.

This issue already cost me my job. Today is my due date and there is no way for me to pay it because my salary was put on hold because I was not able to report to work for more than a week now.

I want an action on this matter, NOW!

July 20, 2016
To : globe telecom inc
32nd street corner 7th avenue bonifacio global city
Taguig philippines

To : globe management

I would like to personally file a complaint regarding the misinformation and false promises provided by the chat representative, store representative and sales representative of globe telecom to me. it all started when I personally chatted with a globe chat account specialist to apply for an additional line on my globe postpaid account. before I proceed with the application of an additional line, I asked the chat representative or account specialist named xen, regarding the different requirements for the additional line and the rep confidently advised me that I am eligible for an additional line since my credit limit on my account is php 2, 000.00. the existing and active plan that I have is plan 999 and wanted to add the same plan for the additional line. I also asked the chat rep several times to confirm the eligibility and he answered confidently that I am eligible for adding a line. around 10:00 am last saturday, july 16, 2016, I went to the globe store at market market taguig city and tried to apply for additional line. the lady on the store assisted me on applying with the said line. I asked her if my line is eligible even if my account is only 3 months old and they mentioned that it is fine and they can process my application without any hassle. I filled out all the application form, submitted all the needed and required documents and paid the php 1, 000.00 advance 1 month payment for the line that I am applying for. I waited for about 1 hour and 30 minutes and the store rep suddenly brought my papers back and told me that the application was declined due to the tenure of my account. I suddenly got frustrated since I was advised by several channels or rep that my account is eligible.

I decided to call and chat with their customer service simultaneously again to check and confirm the said issue on my application. I was able to chat with the same person named xen and he is really insisting that I am eligible on adding a new line on my account. meanwhile, tumawag din ako and made a complaint regarding on what happened. pinagpasapasahan ako ng mga representative and ang nakakabigla pa eh yung hindi nila alam kung sino ang maghahandle ng ganung sitwasyon. ang sabi ng account specialist saken, hindi daw sila nagpaprocess ng additional line application and same with the sales representative. so I asked, sino ang nagpaprocess? but no one can answer that specific question. then I decided to escalate the concern and was able to talk to loyalty, where they seem to be not accommodating. sasabihin lang nila sainyo is "is this regarding your cancellation of your account? kasi kung cancellation, hindi sila ang nagteterminate ng account kung hindi ang retention." tama ba na ganun ang sabihin sainyo? hindi kapa nga inaassist ganun na agad? papasa ka nanaman sa ibang department? so I decided to be transferred sa retention and there I spoke to a supervisor named cha castillo. she was able to provide me options where I agreed to. she mentioned about the re-contract offer wherein my account would be renewed for 24 months and I will be given a new device which is the samsung galaxy j5 gold 2015 with a pay off fee of around 13, 807.00 which I agreed. she also offered me to deduct php 3, 000.00 of the said pay off fee and will still ask approval with her higher management if pwede pa siya madagdagan. if hindi madadagdagan yung php 3, 000.00, she will waive a 1-month bill on my account, which I believe is reasonable na, so I decided to take her offer and that time, we really did agreed to it, both parties. cha castillo, the supervisor, mentioned everything the t's and c's of the contract and said that she will now process the said recontract. she also advised me na, since the issue is an urgent one and escalated concern, no delayed for the delivery of the handset. she gave me an exact time frame which would be tuesday, july 19, 2016. and I again agreed to that. I waited for the handset to be delivered and waited for a notification coming from the courier but no single sms was sent to me. I suddenly received a call that no handset would be delivered to me? the call came from the back end team of globe telecom. that's when I decided that I really need to file a complaint regarding on how they handle urgent issues and escalations.

I would like a written statement explaining your company's position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. if I do not hear from you within 5 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I am enclosing copies of my chat conversation. I may be contacted via email.

Sincerely,

Michael angelo salire

JULY 19, 2016 around 10 am one of the agent of the globe telecom called me just to follow up my inquiry but sad to say that Girl i was talking is so very RUDE attitude because i did not yet finished talking with her and she already put it down her phone. Please give her a disciplinary action when it comes to the costumer because i was so very nice talking with her and she act like a boss! and because of this i will stop applying in your office for my proposed internet wifi in my house..
Please give me a responds as soon as possible..Thank you
By the way this is the Number of the Girl calling at me..[protected]

You know? It's been 4 months. Kinocomplain ko na yung LTE! HAnggang sa nawala na phone ko. Pucha, nagbabayad parin ako ng LTE! Bago mawala yung phone ko, di na gumagana LTE! Nakailang 48 hours na kayo? Next, nawala yung Iphone! Since may insurance yun! Na kasama sa binabayaran ko every month! Naghanap kayo ng requirements! Complete na! Binigay ko kay ELLA SANTOS na STAFF NYO NA DATA ANALYST DAW! Dyan? Wow dba! 2 months? Wala pang update. Tapos, tawag kayo ng tawag na isettle yung bill ko! Atat na atat kayo! Pag singilan, pero pag service nyo? Wala dba? So eto na, kakatawag ko lang ngayon! Sa globe! (27th of june) regarding sa complain ko! Pucha, put you on hold daw? I track yung account number? 10 minutes? Wala pa? Tapos bgla nag busy! Napaka galing nyo ah! Pano ko mag sesettle ng bill, kung pinapabayaran nyo yung mga di ko naman na consume. Kada tatawag ako, aayusin nyo. Tapos 48 hours, pero pag dating ng mga bills! Walang nagbago! Wag ganon! Trusted network kayo, bumubulok kayo? Sayang binabayad!

June 24, 2016

I requested for volume boost for 10GB since we've used up the monthly allowance on our plan. The representative that I spoke to Benjie Aleria ZTCM5880 informed me that I already used 61.xxGB as of that time being and if I will request for additional 10GB it will be deducted from the current usage. I was under impression that the volume boost is on top of whatever amount of data that I've used. This is not right, if customer requested for additional data they should pay for it and should get what they paid for.

Once we used up the monthly data allowance, Globe will reduce the speed, customer could still use the service but very slow and is unusable. My Internet service is very slow since I reached the data limit and I was hoping that volume boost is something that I could request to resume the speed of my Internet connection -but it is disappointing to know that volume boost won't be an answer to my needs.

The Globe system should be modified and best way to make it right is to add more data on their plans for the same price so customers won't ask for more data pack.

May 26, 2016
Globe Telecom, Inc
The Globe Tower, 32nd Street corner
7th Avenue, Bonifacio Global City, Taguig

To whom it may concern:

I am writing to you to file a complaint about the service that you were rendering in the Account No. [protected] with a Landline No. [protected] at 167 Alicia Fortune Village 4 Parada Valenzuela City under the name of Mr. Raphael Pajarillaga Tan. It happened that these last few weeks we are encountering a bad internet connection. It was so very slow that it felt like forever to load. The 10gig allowed per day was consumed even if we’re not using our connection and experiencing slow connection.

In connection to this, I called at your customer service on May 24 to address my concerns and he gave me Job Order No. [protected] and Reference No. OSN16050050253. He said that the technician will come tomorrow. On the next day I follow up my concerns and gave the JO No. and Ref. No. to your customer support only to find out that there was technician that come and check our lines and connection where actually there was none of your technician came on that day so He gave me another Ref. No. OSU16050019537 and same JO No. He also said that I was the one who entertain your technician. In line with this, I want to know the name of that technician who gave a dishonest report on your office.

In conclusion, I wish that this matter will be settled immediately as everything that transpired has caused a great deal of stress and hassle on our part and to the business transactions.

I look forward to hearing from you regarding this matter soon.

Sincerely,
Marylyn Tarlac
Authorized Representative

April 29 2016
To : globe telecom inc
32nd street corner 7th avenue bonifacio global city
Taguig philippines
To : the manager & globe management

Re : complaint reference [protected]
I wish to complain about not delivering of the phone requested in our globe account number [protected]/ for the new req. Phone reference no [protected]).
Its been long time already and I had called already about this problem many times.., I also went to your globe sm bicutan branch about this, but since its in corporate account, they can only connect me thru phone with your customer rep.. The problem is up to now I still don’t have the phone as promised that will be delivered in 2 – 3 days time.. They told me you don’t have stock,
Why you advertised this if you don’t have this phone?

You know, the first phone we had been from your company had been damaged long time and we are just waiting that our contract will be due last march 26 2016 so we can request for an replacement. And up to now, still no phone..
I don’t know if you are able to comply us - as what you’d been promising, but this is not funny at all.
I am complaining because of dissatisfaction of your service and not fulfilling with your contract..
You want that we pay the unused time if we don’t want anymore your service but you cannot fullfill yours?
I would like a written statement explaining your company's position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 5 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I am enclosing copies of my receipt. I may be contacted at the above address and phone number.
Sincerely,
_

Eco-dento dental lab, inc

The plan comes with free HOOQ and Spotify Premium. We have called since April 11 for the activation code. Until now we have not received the code either from the phone number we have provided or on the email listed. We have called every other day because they said it will take 48 hours to be activated. It has been over 48 hours, infact it is almost two weeks and the issue is not yet resolved. When I asked for a supervisor the agent said that the supervisor can not help us. Globelines customer service is not at all servicing their customers. What is good with having chat support, customer service representative and email support if none of you can help?

I have problems with the land line, we were not using that landline for almost 3 months, no outgoing calls, but bill for that landline was Php2000+, we were using the broadband/internet only, we got installation promo of internet modem/ routers together with free landline, the installer informed us that landline was unlimited call for globe and TM only, the additional bill only was Php 100.00 only. But the bill came unlikely the same.. So I decided to cut the service for that landline, and remain the internet band. For the reason, we are no longer using landline. We were asking a bill statements for that landline, and they can't give us any copy for that statements, we were confused because we are not using telephone, only internet broadband..

Globe has an e-money service which I like and use frequently that's connected to amex virtual card, you see I needed to use this virtual card because I needed a us billing address and this service has one. I thought my problem were served even though I have to pay php 250.00 for the subscription. I was fine paying the said amount as long as i'll be able to use it for my online shopping but surprise when I got declined and got charge a dollar for it, twice. I tried calling their customer's service but wasn't able to connect with one overnight. They had a help 1234 service, which failed and a talk2globe chat but did I get an agent even though it was stated that it's available 24/7? No. Earlier this morning, I tried their hotline once again and the cs representative explained that the amex is not acknowledge by multiple merchants. Did they state that in their service agreement? Did they have that in a note? No. So, I payed for nothing since I was planning to use it for one purpose and it's not acknowledge by that merchant.

I am hoping i'll be able to unsubscribe from the disappointing service and get a refund because paying for something that's a failure is scam. Paying for false promised services is a scam.

I was about to recontract with globe today but didnt push thru as i was advissd i had 3 account with outstanding balance still. I had never applied for any additional lines with them so i was really surpirsed upon hearing this. We had security issues before that i let pass like when ny dads number was allegedly been doing share aload which he didnt do. We had reported this but they didnt do anything about the issue and we were getting no where so we just opted to have the feature disabled. Then recently the other number in our account had his pts being transferred to another no which we cant contact when we tried to call it. Also has that reported and was advised would be called back after invertigation after 3 days. Its been 2 wks now and still no call back. I already filed a complaint with ntc and sent a letterof denial to globe. I hipe this gets finished the soonest possible as i dont think i wabt to recontract with them anymore

Hello!
Can someone help me?
I am having issues with our telephone at home not having a dial tone.
What's going on?
I have paid my bills ahead of their due dates.
I am paying for the 3 Mbps internet speed and the telephone connection.
I have run a lot of speed tests, and all results say we have never gotten 3.0 Mbps
One average, it's at 2.3 Mbps. At times, it could go to as low as 1.2.
Could you please check what's happening here?
Mainly now, we want to get the dial tone back as the telephone is of no use.
The problem started a week ago, but I was quite busy so I couldn't find the time to contact you guys.
Yesterday, we had to call somebody and the service for the phone isn't working.
This is especially frustrating during emergencies.
The account is under Abegail Caide Zoilo, phone number is 418 - 4472.
I am REALLY hopeful this could get fixed soonest.

P.S. - Your live chat support is equally disgusting. It is not customer-friendly. Why do you need to put an upset customer through all of those steps before being able to finally talk/chat to an agent?

I just tried reaching out to you through the Customer Care number you provided, but can't get through. I am here in Cebu so I dialed 730-1000 and tried [protected], pero ayaw pa din. Could you please tell me what I am doing incorrectly? How could I contact you through phone?

I had nothing but problems with globe telecom.
This is my third day with their service and i think i would get a heart attack and die if i stay with these incompetent company.

I was told that i was gonna get an unlimited service with the plan i signed up with. I even took a video while it is being installed and i ask two of those people if it is unlimited, they said "yes it is". Little do i know. I am only allowed 2 gb per day. I work at home and i am on skype for 9 hours. I can't have a limit.

I called the customer service hotline of globe. All i got is a total dissatisfaction. I've been hung up many times before i get a straight and honest answer. Due to my frustration on my third day i want to cancel the service and i ask the guy named edgar for the number of their cancellation department. What he gave me is the number of sales department which is apparently closed.

I will never ever recommend globe telecom with anyone.

I ordered an iphone 6s unit on the first week of February. First, they told us that only the gray and white color is available and we have to wait for 2 months if we like the rose gold/gold. We ordered the gray one because we needed a phone as soon as possible. They said the unit will be delivered in 3 days. But it didn't came. We waited for two weeks, and the Globe called us and said they will be delivering the unit within the week. But still, it didn't came. I don't get the point of giving false hopes to your customers. Please enlighten your customers, who experienced the same. And please fix your services. Do not wait 'til you loose your customers. if you can't serve your old customers as well as you serve your new ones, then you wont gain loyal customers.