Globe Telecom
Reviews and Complaints

Dear Globe Telecom Customer Service,

I am writing to formally lodge a complaint concerning the unacceptable treatment my wife received at your SM Naga store on June 3, 2025, during her attempt to replace a lost SIM card. The sequence of events not only violated our consumer rights but also subjected us to undue stress and coercion.

Incident Details:

Date and Location: June 3, 2025, SM Naga , Globe Store

Customer: Maria Angelica Parcia Trabezonda, Wife's Mobile Number +[protected] which is needed for replacement.

Upon arrival, my wife obtained a token and proceeded to the customer care section. She was informed that an affidavit of loss was required, which we had already prepared and submitted. Subsequently, she was asked to present her original passport and national ID, which we provided. However, the staff insisted on additional personal details, such as the exact date of the SIM loss, the last load amount, and the date of SIM purchase.

Note: Store manger said sim was still in active stage and he was asking to prove the ownership. I have informed to store manger to do a verfication and get the data from GLOBE.

Despite our compliance, the store manager informed me that my wife could not recall these details accurately, leading to the rejection of the SIM replacement request. After over an hour of discussion, the manager suggested that upgrading to a postpaid plan would facilitate the issuance of a new SIM. When I questioned the necessity of this upgrade, the manager abruptly halted the conversation and stated that verification with your team would be conducted before proceeding with the SIM replacement.

Suggestions: Kindly do a through investigation on the store team on there integrity with customers statisfication and there mangers practices on policies hence he do these type of unformal things which is not accepeted under consumer protection.

Consumer Rights Violations:

This incident constitutes a violation of several consumer protection laws:

Republic Act No. 7394 (Consumer Act of the Philippines): This Act mandates that consumers be protected against deceptive practices and unfair trade. The refusal to replace the SIM without valid justification and the coercion to upgrade to a postpaid plan are clear violations of this Act.

Republic Act No. 7925 (Public Telecommunications Policy Act of the Philippines): This Act ensures that telecommunications services are provided to the public in a fair and equitable manner. The actions of your staff at the SM Naga store contradict the principles outlined in this Act.

Mental and Emotional Distress: The prolonged wait time, coupled with the coercive tactics employed by your staff, caused significant stress and emotional distress to my wife, which is unacceptable.

Request for Resolution:

In light of the above, I respectfully request the following:

Immediate Issuance of a Replacement SIM: Without the need for an upgrade to a postpaid plan, as per your company's standard procedures.

Investigation into the Conduct of the SM Naga Store Staff: Particularly the manager, for their unprofessional behavior and violation of consumer rights.

Compensation for the Distress Caused: Including any applicable penalties as stipulated under Philippine consumer protection laws.(complaintsboard.com)

Please consider this a formal complaint, and I expect a prompt response within 7 days from the date of this email. Failure to address this matter adequately will compel me to escalate the issue to the Department of Trade and Industry (DTI) through the 1-DTI hotline (1-384), the National Telecommunications Commission (NTC), and other relevant authorities.

Thank you for your immediate attention to this serious matter.

Sincerely,

RAJA SHEKAR BUSKA,

Mobile: +[protected].

Good morning, I'm appealing to your office to make a complain regarding the wirings of GFiber internet that was currently leaning on my trellis structures. I'm currently doing renovation on the roof of my trellis and your cables and internet wirings that was on the top of my trellis obstruct the construction. Kindly deploy your linemen and technician to our area to inspect.

Customer Name: Ms. Mila De Leon Lam
Mobile No.: [protected]
Account Number: [protected]
Bill No. 130
Billing Period: 11/06/24 to 12/05/24

Complaint: I am being charge for International Text of Php345.42 when I don't even remember sending even one text message internationally. I need proof of charges showing numbers and dates/time when text messages was made.

Thank you.

Last Nov. 11, 2024, my METROBANK CREDIT CARD was used by GLOBE WEBLOADING EC twice for 3,000 & 2,000.

I received a message from Metrobank that my card was used for GLOBE WEBLOADING for the above-mentioned amount. I immediately called the hotline to have my card blocked to prevent further usages. I have reported the dispute with Metrobank last Nov 15, as advised by their CR (customer representative) to file a dispute within 3-5 days after the incident.

Today, Nov. 28, I received an email from METROBANK Fraud Management that the usages are not valid for refund. Such decision is both disheartening and unjust on my side because I did not authorize the charges and I dont even know what is "webloading". I am under a postpaid plan with Globe, I dont have needs for web loading.

I am writing this complaint to appeal from your good self, please have this investigated. For hopeful customers like me who have been with GLOBE for many years now.

Thank you.

I recently had a frustrating experience with your customer service team regarding the 2nd plan renewal. I specifically asked for someone to call me because the Ninja Van rider was already delivering the phone, but instead of receiving the promised call, I was informed that a ticket had been created, making me wait again.

Additionally, the renewal was processed without my knowledge, which is unacceptable. What makes this situation even worse is that my daughter informed me a Globe representative called the secondary line ([protected]) and was told to contact my main number ([protected]), yet no follow-up call was made. This neglect is highly frustrating, especially when I am the account holder and the one paying for the account.

To make matters worse, the chat agent referred to my request as "attending to your demand," which came off as dismissive and confrontational. I felt like I was being treated as a fraudster on my own account. This is not the service I expect, and this level of negligence is both disappointing and unacceptable.

I hope you take this feedback seriously and make improvements to your customer service to avoid situations like this in the future.

Thank you for considering my feedback.

My credentials was used by my sister for her internet connection since she doesn't have government I'D that time. She already disconnected her Globe internet last year, however I keep on receiving messages from globe and said they will file a case against me if I won't pay the amount of 14,320.79 Pesos. How come? Why would you file a case against me? When the internet connection has already disconnected?

Mar 12, 2022 - Globe disabled my free local calls and left the long distance call feature active, agent on the phone can't explain why,

Mar 21, 2022 I lost my internet service

As the tech keep canceling and completing my Job order

Mar 25, 2022 the tech finally said the cables were stolen

Apr 3 2022 Globe agent at SM canceled my phone service and told me the bill will be adjusted. They will also connect me to a Fiber service to get my internet service back because the cable keeps getting stolen. Agent also said the bill will automatically adjust

April 8 2022 I terminated my service over the phone

April 23 2022 I got my bill with the full amount from Mar to April

may 15 2022, I went to their 1 and only remaining office in Bacolod. I asked if they can fix the issue but wants me to sign up for an upgraded service. I said I wasn't interested with the upgrade and decided to cancel the account. she wrote me an over 6K amount to pay because I terminated my service.

No bill or breakdown of the charge was provided

I asked the Clerk what was my last payment 2x and she didn’t answer. Couldn’t explain the breakdown of the 6.5k.

July 2, 2024 a collection agent wants to collect payment and they cannot provide a bill or breakdown of the charges

hi carlo here..

Ive avail the postpaid plan with unit on 2018 in 24 months period .. So in other word it will last on 2020..

My concern was nobody from globe telecom advicq me that you have to termonate or cancel your subcription.. Until now they continue asking for monthly payment..

Inwould loke to seek your good office to do something in rehards on this problem.. Inwould like to reimburst the 2 years payment wich i dint know cause nobody from your office informing.. Thanks carlos

My current plan contract is about to end and obviously why I applied for plan renewal via Globe’s website. I paid for the device cashout already. The rider attempted to deliver the device twice but got kicked out by oir landlady because the rider has been insisting for a name (Minerva Guelos Pasol) that’s not even me and not in that compound either. I don’t know anyone with that name so Globe obviously made a mistake by putting a different person’s name on the shipping label but with my number on it. The first time I reached out to Globe on messenger, someone called me and promised that they’ll sort it out and have it redelivered. Nothing got delivered and it’s been more or less 2 weeks now and I saw at the courier’s website that my device has been returned to Globe and no one from Globe even called me to tell me what’s gonna happen now. I’ve been with Globe for years now even with their poor service from the start because I wanted to keep my number. It’s so hard to get help from Globe! I just want my phone, my plan to continue and to speak to a human being not robots. I’m hoping I can get help here please. Thank you.

Greetings of peace!

I am a globe at home prepaid wifi user, my mother was the one who spoke to the Globe IT personnel and was honestly not informed about the dos and donts. Recently we’ve been receiving calls from globe harassing and threatening us to pay our 14,000 pesos charges. We are not using our internet since December but we have paid the internet fee for the same month. We reached out to the personnel who processed our wifi connection earlier that month informing them that we will not be using the wifi anymore. While waiting for them to pull out the modem and disconnect it we did not use the internet anymore, we did not even turn the modem on because it does not have internet connection anymore as well. How do we go about these charges since I believe these are not valid. We would really appreciate your assistance on this matter. Thank you so much and Godspeed!

I walked in at globe telecome MOA to have my device opened so I can use esim of other telecom as backup whenever globe’s line is down. I was instructed to get my queuing number by scanning the QR code at the entrance which I did. There’s only one staff at the counter while the rest of the globe staff are doing nothing. Its been 2 HRS since I came and I havent been served up to now. I am 9th to be served and they said it takes them 20-30 minutes per transaction which means I have to wait for another 4 HRS. I asked whether the other available staffs can help but the lady wearing green hoodie sarcastically said its not part of their job. I have been a globe susbcriber for more than a decade now and the service is getting worse. Your people do not care whether how much time your customer wastes. And they prefer to just seat doing nothing instead of supporting their colleague.

Good Day! I lost my phone yesterday now I notice someone use my personal info that saves on my notes on my lost phone, She or He ordered a phone that cost 23k and I have no idea who is the person behind that, I was so worried about placing that order it wasn't me. I don't enough money to pay that phone and the plan. Please I'm requesting to cancel that order. Thank you so much.

Greetings!

We have a concern regarding the telecom post, you have had installed in the entrance of our passageway. Now, It has been years and more that this request and concern have been informed and requested to your team, before pandemic and prior to the wiring connection.

Despite of frequent request that you need to relocate on the other side which will not affect the passage way. Since, we need to install our gate. However, until this day we did not hear any action from your team.

We would like to request once again for the immediate relocation of installed Post to other areas which will not hinder our passageway. Since, we are going to install our gate to secure our area.

Address

Brgy. Lomonon, Palompon Leyte

Region 8

I cant find any of your email address and your provided numbers aren't helpful as well.

This happened today. Our PLDT Connection was bad and so I tried to connect to my globe number hotspot. I have load and I have 4GB left but whenever I tried to connect, it would say "No internet Connection" and it would lead me to a page that says my number has been blocked by globe. I don't understand how and what could possibly be the reason for you to block me. My number [protected] is my main number. I use it all the time for loads, transactions etc.

Please get back to me as soon as you can. Here's where you can contact me:

#: [protected] or [protected]

email: anne.[protected]@gmail.com

Nag contact aq s costumer service via messenger nagtanong aq papano m cut plan q nagbigay Sila Mang mali compution after a month may dumating n bill sakin, tumawag aq s costumer service number [protected] Wala silang naging action Sabi mag call back saakin 5to7 days pero Wala tumawag.

Tapos Ngayon nagcontak aq customer service messenger.

Bastos kausap bigla Sila mawawala.

The most difficult customer service to talk to a live representative. Because there’s no live call representatives. The irony of being a telephone company but you can’t reach via phone. Consumers need to settle in getting assistance via messenger chat, which is less to no help at all. No escalation process. No clear way to file any complaints. No executive escalation. All can’t be reach easily but the collections and billing department is just a simple 214 dial. That’s how you know the company is only money grabbing. No immediate help for tech issue over the phone, you need to wait for a tech visit and suffer without service until they come. And yet no compensation is given to the consumers for all the hassle and inconvenience that was experienced. Why is the government allowing this money grabbing company to do this, I don’t know.

Respected Sir/Ma'am

With due respect, I am writing this to inform you that the internet connection is down for the last one month, We paid our bill last October 03 and we lost our internet connection second week of October and until now we don't have internet connection. I have several calls on your number and they always directing us to the automated booth, I always requesting for customer service that I can talk to regarding to our concern but no one answered calls. They sent technicians but they just gave us fiber wire, they said that they will fix our internet connection but no one come again to fix it. As you know We are a company and most of our work/ transaction are done online, and for that We need a proper internet connection. You need a proper customer service department. We always pay our bill within time, yet We have to face such issue. It would be highly appreciated if you respond to my concern as soon as possible, We paid for the month of October our account number is [protected] but we experienced no internet connection for the whole month.

Hello, I am writing to express my frustration with your customer service team. Despite multiple requests, I have been unable to change my current plan to a prepaid one, even though my contract for the plan ended in September 2023. I have no intention of paying for the bills in October and November, as I have not used my data. I would like you to take immediate action to change my plan to prepaid, and I expect you to resolve this matter promptly. I am available for any further discussion and I hope to hear a positive response from you soon.

Account no. [protected]

mobile no. [protected]

contact no. [protected]

Good Day,

I hope this message finds you well. This is not a complain, it's just I tried to message almost all Globe helpline, however still no response received yet. I am writing to report an issue with my Globe Prepaid SIM. It has been two months since I lost the ability to receive messages. I recently relocated to a different country, and prior to the move, I could receive various messages, including OTPs and notifications from my bank and other applications. However, I have encountered an abrupt stop in message reception.

Although my phone shows a signal, I am unable to receive any messages. This has caused significant inconvenience, especially regarding urgent communications. I kindly request an urgent and effective solution to reactivate message reception on my SIM. Your prompt assistance in resolving this matter would be greatly appreciated.

Thank you for your attention and support.

Best regards,

Melanie R Marasigan

Globe Number : +[protected]

I would like to further complain the way you collect from your customer with arrears. It happened that my number was used erroneusly and keep on harassing me to pay.

Kindly take note that the account number [protected] that you continue to file against me is not me. I already complained , called and talked with your team about it, but to no avail. Quite disappointed on how you resolve this out.

My account number is [protected] under Gemma Guevarra Doromal

and not the one mentioned above. I've been a user of globe since then and do not have any arrears more than 1k. Btw, i already settled my latest statement around 599 only. Checked my history. Harassment being given to your client should be avoided, by checking thoroughly if the number was under the correct name of recipients.

Please give your utmost attention on this. Hoping for your immediate resolution on this issue.

thank you

GEMMA GUEVARRA DOROMAL ( [protected])

I need to file a dispute for my globe at home service. I only used that service for 2 or 3 months. Because we transfered to a new apartment. So I called globe customer service to request for a transfer of location. I called them a lot of times to follow up and up until now they havent transferred the line of service. And now they want me to pay 25,000 to the said service without even using it? I did request the transfer since I am working at home. But they did not transfer it. Why will I pay that kind of amount when I havent used it at all. I reached out to them however they did not made a move. I called them multiple of times and giving me answer that they will follow it up. But nothing happened. I dont think it is right to send me those email and making me pay. I requested for the transfer and they did not made any actions. I think they should compensate me instead for the problem they caused me. They can check their system on how many times I did call them and ask for request.