Smart Communications
Reviews and Complaints

We have a wifi unit which has a smart giga prepaid load. The load under Unli Fam 1099 expired sometime yesterday. I renewed our subscription this morning around 7:30am today also under Unli Fam 1099.

We noticed that the wifi was not working around 9am. When I checked the app it should we are not registered under any subscription.

Our smart giga no is [protected].

My contact details are as follows.

email [protected]@yahoo.com

cell no [protected]

I purchased a rocket sim over a year ago for the unlimited data while away from the house where we have pldt. The speed has been terrible most of the time .05mbs I have full signal but makes no difference. I have asked smart to resolve this problem and have created over 20 complaint tickets. They told me it was a congestion problem in my area which if this was the case my other sim would also be slow but it's not. They said they would have it resolved by Dec by doing a project upgrade which never happened. It is obvious they are purposefully slowing down my sim. When I change my access point my speed temporarily goes up to 13.5mbs then after a minute goes back down to .05mbs. Starting at exactly 8:30 at night my speed returns to normal then at 10:30 the next day goes back to .05mbs like clockwork. I have documented via screen shots all of this information and sent it to Smart with no resolve. They say tech will call me which never happens. This needs to be resolved asap or refund over a year of every month purchasing unlimited data plan.

Regards

Jack Hall

I applied Dec 24, 2022 and Dec 30 2022 called me from smart told that it was approved and proceed to payment, then I paid it to that day. Then a week later there is still no update regarding the delivery of my device so I followed it up on customer service they that they will make a follow-up on online team. Then a week after again still no update from them so I make a follow-up again they just said is still the same. So frustrating smart.

I am on queue for like an hour or two here in Greenhills branch. When I check the customer service representatives, only two were available. One was entertaining another customer who was supposedly next to me but I assume a senior citizen so fine but the other customer representative wasn’t even entertaining another customer but doing paper works.

good day sir this mr selvido noel. Can you pls send again a qr code for esim activation? This my account and cellphone number. [protected], [protected] . Ive requested this matter 2 weeks ago in your satelite office in gensan but until now no actions from smart until now. Im just asking for a qr code to activate my esim. I hope it will be resolve as soon as possible thank u and more power.

Ma'am / Sir,

I would like to ask for your assistance in regard to the wrong cash transaction made last October 19, 2022.

The wrong account number is no longer active on GCash App. Gcash responded the amount being processed is not irreversible. What need to do to take my money back? The amount is there but the account is no longer active.

Wrong Account: [protected] - Randy Ganancial Bacabac (not active on GCash)

Amount Transferred: 4,500.00

The ticket number is [protected].

Dear Smart,

Our staff smart number was barred for use for more or less two weeks now. The number is [protected]. It cannot make and receive calls and texts. However, surprisingly, it received spam messages. Several calls were already made in the customer service hotline *888. We already made 7 calls, including follow ups, starting October 17, 2022, with the following report no: a) [protected], b) [protected], c) [protected], d) [protected], e) [protected], f) [protected] and g) [protected]. Your customer service representative said that it was already escalated to the technical support team and under investigation. We are awaiting the return of the services but upon follow up, no feed back is yet made from the technical support team. Please be informed that there are important calls needed to be received in that number, as well as important contacts that know only that number. We have already suffered so much inconvenience in continuously following up on this. We are thinking of elevating this matter with our lawyers as it is unfair on our side that the issue still remains unresolved up to his moment.

Your immediate action on this matter will be very much appreciated. Thank you.

Sincerely,

Je

Hello.

I am Rain and I am filing a complaint in behalf of my brother - JV and father- Reymundo, who bought a phone mid-March to 1st week of April 2022 in Rulls Apalit Branch.

Upon receipt of the said phone, one promodiser of said branch 'offered' my brother and father a "free Smart Signature Postpaid SIM card" which can be used for FREE in the next 3 months.

As the claim was free, they took the SIM and this promodiser asked them to sign documents for proof that the SIM had been claimed. Without reading the documents as she claimed it was only for compliance purposes, they signed the documents.

Upon arrival at home, we tried setting up the phone following the instructions on the brochure to no avail. The SIM wasn't working, hence we did not used it.

Only till June 2022 did we received a billing statement from SMART that we have a pending bill around 1600+php. We immediately reported said incident at SMART office in SM Pampanga. An agent took my contact details and said that we will updated in a month. No update was received hence I believed the case is still being investigated.

Only till Oct 13 did we receive another message from SMART that our pending bill had gone up to around 16k-17k! Frustrated with the message, we immediately went to the same SMART Brach Office in SM Pampanga.

The lady who assisted us seemed to pass the blame at us for only following up today regarding the complaint. I told her that we were notified that we will be contacted, she still insisted it was our fault. I asked her why our bill came up to around 17k, she mentioned that the reason of this bill was due to the termination we did not requested! If only we knew we are going to still be charged for the same amount, we could have used it, and not get it terminated. They didnt even asked us if we accept the termination.

The phone was only around 5k, and the bill we didnt used gone up to 17k. This a product we did not even need and this is only causing us stress. This is frustrating.

Can someone give me a call to discuss further what I can do to solve this issue?

Thank you.

Filing this as a formal complaint with Smart Communications as they failed to refund my payment of P15,719.00 on March 2, 2022. After processing this payment, March 3, 2022, a day after I made the payment, my online account thru smart.com got cancelled. There's no way I cancelled this application as I just paid this huge amount of money. Same day I called Smart customer service, I was told that they have received the payment and will take care of the cancelled account. I also emailed online [protected]@smart.com and [protected]@smart.com to let them know of what's going on with my account but got no response from them until now. I keep calling customer service and sending emails but still no response. I went to nearest Smart Store at SM Novaliches and requested assistance for refund but it's just the same, they told me they will send email and create ticket but nothing's happening. I went there 4 times already, but refund hasn't been processed. Please help me on this, I was planning to ask help from Raffy Tulfo in Action, but I can't afford to go there as I have work during weekdays. I badly need this money as I worked really hard to save this amount.

NAME: EDGAR JR BISMANOS SAMSON

ADDRESS: 11 MARTIREZ STREET, NITANG AVE., GULOD, NOVALICHES, QC.

CONTACT NUMBER: [protected]

ACCOUNT NUMBER: [protected] (account number where I processed the payment. No actual account number for smart account as it's a new line.)

Below are the screenshots for proof of payment, proof of cancelled account and email when I sent them my refund request and all.

I would really appreciate you help me on this.

September 7, 2022

Dear SMART:

Smart Communications collecting agency keeps on harassing me by insisting that I have to pay a certain amount for the services that I have not used.

The sim card that they issued when I applied for a 999/ Plan/PROMO 499 was lost and I cannot find it. I repeatedly said it in several phone calls that I received from the collecting agency and texted Smart communications (messenger), and emailed customer service support about it, but still, they keep insisting that I have to pay a certain amount.

Just today, a certain Ella Villanueva from SUMMIT Collections called me insisting that I have to pay an amount but I repeatedly said that I haven't used any of their services because I lost the sim card.

Then another agent or employee by the name of Abby Bryson (12:51 pm, Sept 7, 2022) texted my number, [protected], that I have a certain amount to pay.

Yesterday, a text message again greeted me at 10:56 am (Sept 6, 2022) notifying me that I have to pay a certain amount. The call and text messages came from this number - [protected].

Before yesterday and today's messages, 4 calls were made in the past insisting again that I have to pay a certain amount. There's also an email before that was sent to me, and another one just yesterday insisting that I have to pay for services that I haven't used. And in all of those communications, I repeatedly said to SMART and their collecting agency that I haven't used the SIM CARD that they issued because I lost it and cannot find it.

And yet they are not listening to my complaints.

This serves as a formal complaint letter against SMART Communications, SUMMIT COLLECTIONS AND ALLIED SERVICES INC. for continuously emotionally harassing me with unexplained bills or services that I haven't used.

I already stated in my message to SMART Communications (through messenger to their official FB page and emails) that I am also terminating my application.

Another thing, they keep on calling my personal number.

If there's any proof that I used any of their services from the SIM CARD that they issued, I am willing to pay. And yet they can't show any proof of my data usage and proof that I activated the SIMCARD.

So how can we, and other customers know if SMART is billing us correctly when they can't even know if the SimCard has been activated or not? And they can't even show any data usage.

And lastly, they don't even listen to customers' concerns, they used different persons to call and noticed of bills, they don't respond to complaints, and the emails account that they used doesn't entertain any reply or will have this message: "Address not found". Also they have automated/activated bots when you message their FB messenger (SMART Communications).

This complaint is written here because of I am finding it hard to connect and communicate with SMART. Check you contact support page from your SMART official website (https://smart.com.ph/help/contact-support), all the social media email address are not there to answer your quarries/complains, and it is difficult to connect and send messages or emails. And you call yourself SMART Communications?

Hoping that SMART can improved their customer service online. Hoping also that you are not only good on collecting and sending bills to your customers but also good in answering and replying to your customers concerns.

Your Truly,

Jebel J. Musa

My contract for 3500 corporate accounte ended last may 2022. The same month I renewed my plan from 3500 to 1200 but not yet processed from your end because of system's error and no available device per your staff. To my surprised I still billed @ 3500php. Since I dont have a contract should be billed at regular rate. And my plan now is 1200. I immediately reported but no one fix it. I didnt pay for 3months from june to august and cut my line. No outgoing and even incoming texts and calls for 3weeks. I contacted the processor they said they will look into it since its not mu fault

This girl named DANA PEREY, wife of SOUTH LUZON TERRITORY SUPERVISOR, ROBERT PEREY is very unprofessional. She always process the applications LATE and never gives update about it. Also, she is so childish when it comes to handling concerns. She is also immature and cannot handle stress. Very selfish that her time should be our priority and not the regular working hours. she would always start processing or answering ff's and concern late at 2pm . The clients would be tired of waiting for the long process and end up changing to other network.

I'm working abroad and when I arrive in the Philippines I went straight to the customer service center to be specific in taytay sm mall branch she asked me for IDs and I provide because my main contact number can't call and even use internet data so I needed to buy new one but I cannot discard my main smart number because this is very important to specially for my company I waited for a week and nothing happen I called customer service more than three times in almost two months here and I'm going back to abroad and yet nothing is fix I also email smartfm to send valid until now nothing! What kind of services is this and your agents are useless piece of [censored] promising it will be alright please fix as soon as possible now I recorded the conversation and I will post in social media all of this useless customer service actually this problem is since last year! My main number has problem is [protected] my name is lucky Doods Santos and this is the two reference call member:

[protected]

[protected]

This is very disappointing Therese no excuse for this because it's more than a month since I came here

I am an existing smart enterprise user and I applied for a new connect last JUNE 15, 2022. I kept on asking for updates but I always get a templated answer even though different representatives are responding to my follow-up.. its always the " We have sent a follow-up to the support team". I tried to escalate this by calling the hotline and also by sending an email but I NEVER got to talk to a supervisor and the reps are just deffering me. I emailed last thursday for a final ask to the status of my application and i am now not receiving any response. I sent an email to both smart enterprise and the enterprise support but to no avail. BOTH DEPARTMENTS has the SAME TEMPLATED RESPONSE.

I hope you work on this customer service experice as there are a lot of competition around now and to come. I was enjoying my initial subscription thats why I applied for a new one. However this is the experince that I received. -- VERY DISSAPOINTING!

On August 5, 2022, I submitted an application for a postpaid plan. The next day, I received a call asking for my three-month banking statement. While speaking with the agent, I submitted the file with the access code, and he confirmed access to it. I also included the address of my company in my email. After that day, I kept receiving numerous emails and texts requesting the same document. I started calling your CS every other day to inquire why you were still requesting the document that I sent already, but all they would say was that they would escalate the issue to the online department and can't do anything further more. Finally, today, I received a call from your online department informing me that my application was returned by the validation team because i didn't send my banking statement and company address which is not true because I did. The representative that I've spoke with today confirmed that i sent those files two weeks ago which they failed to forward to the validation department and that is not my fault. So everyday you kept on bugging me, asking the same document when it's someone from your department is clearly not doing their part. The customer service who called today is very unempathetic and didn't care about your customer's frustration. I can't imagine how poor our customer service here in PH, not that I know.

I have spoken to 5 CSR through Facebook since 3 weeks ago, but nobody has resolved my case. They told me it would be resolved in 24 hours. 🤦🏾‍♀️ Another incident : One of the agents I was chatting with on FB asked me on the same minute if I was still available and ended the conversation (I waited for 30 mins just to be entertained by an agent). I wouldn’t be surprised though as I had been calling them from outside the Philippines since 2019, asked my brother to visit the Smart Centre, and finally when I came back to the Philippines just this year 2022, they had finally resolved my first case.

July 18, 2022 I went to smart sm consolacion to apply for another plan 599 for my mother who has an existing sun number.. i asked the smart rep if this was possible she asked for the number and checked it. She then assured me that it was indeed possible to retain the number from prepaid to post paid. I went ahead signed the forms and chose the aavilable unit for this plan.. Later that evening the smart rep sent me a message that tha plan was approved. I told her I will drop by by wednesday to settle the payments for the 2 month advance and the unit. I made the payment and when she handed the OR , i asked her about the sim...if i will get a new sim or maintain the old one..this is where the problem arise. The rep forgot to issue the same prepaid number and handed me another sim with another number...so i told her this is not what i settled for. The manager of the store assured me that they will do their best to address this concern by changing the number.. after 3 weeks of making the ff up. They said it is not possible. I wanted to cancel the plan amd they said that the plan has already been activated...how unfair their employees mistake and I get to pay for it?. I want this issue escalate because as a consumer... i did my part to make the payment.

Dear Mam/Sir,

Good Day!

I'm writing to you to request assistance and ESCALATE the SMART TELECOMMUNICATION Company for not resolving my concern on bill dispute that was raised since May 11, 2022.

My contract with SMART was ended since Feb 15, 2022, with account number [protected] w/ mobile number [protected]. After the end contract, I requested my plan to be downgraded from plan 1500 to 800 and it took effect on March 16, 2022. On April, I received a billing statement that is more than I expected, and I noticed that they charged me a pre-termination fee amounting to 1500.00.

I called the SMART Telecom Customer Serviced and raised a ticket to reverse the pre-term fee. The ticket was raised since May 2022 over 2 mons now and no one has returned to me to give update of feedback despite of several calls that I made to them to follow up. And while I am waiting for bill correction, my line was redirected several times and got suspension on my account today.

Please assist to contact the Leadership of SMART Telecom to resolve this issue because according to the customer service representatives that I spoke with they already ESCALATED to their billing department, but no one is resolving the case. This is very frustrating experience as I my line was disconnected several times and I had to contact them using my globe line because my service was disconnected

SMART did not disconnect my account after paying my bills and after 2 months of their neglect of not disconnecting, they want me to pay 2 months again before they disconnect my line. That's too much! I asked a certain ACE to remedy this but he is pressing me to pay again! He was also rude of leaving our chat while we were still chatting.

I asked for his ID number and also the name of his supervisor and his number so that I could bring my complaint to a higher autority but he did not care to give it, in fact, I asked 4 times!

#[protected] that's the account, you can check that and for sure you can call me.

I can provide our communications if Smart will request it since I screenshot all of them.

I just want to raise my complaint for almost 2 mos im calling the hotlines to raise my concern about my number [protected] - any problem why I cannot still use my number , actually I have overpayment of P600 plus .