Smart Communications
Reviews and Complaints

Good Morning,

It has been 18 days since I requested for my plan renewal and yet no respond has been received until now. I have been sending several follow ups alreadg via calls, emails, posts on twitter, facebook and yet SMART has not given me the proper update and customer service level response. My pending NTC FORMAL COMPLINT has been pending since July 2021 and all same feedback and update were given to me by SMART. The response has always been, "we will check, we will escalate, we will provide update within 24 hours", and yet until today- issue is not resolved.

What to do with the poor service of smart? NTC I have been asking for assistance on this and yet I have not also receive a positive on this.

To whom shall I escalate this? Will I go far as the media already?

Arianne Mercado

Every 7pm beyond "No Service" awit sayo . Aayusin niyo network niyo. Ayos nman sa umaga gang hapon pero pag gabi na wala na ..nakaka praning kayo. Sayang lng pinangloload . Ayos ayusin niyo.

Last Aug 13, 2021 tumawag kami sa hotline para magpa terminate ng contract ang sabi for processing at need lang magbayad ng mga pending balances para maayos na iyong disconnection. Aug 16 ang sabi niyo may pending kaming balance so okay pina credit namin doon sa card ang akala namin okay na nag wawait kami ng call hanggang sa hindi na namin nahintay tumawag ulit kami ng Aug 20 at ang sabi niyo may pending balance na 880.56 kasi ang last na binayaran ay para sa month ng July tapos ang 880.56 ay para sa Aug 1 to Aug 12, kasi Aug 12 ang end of contract. Dumating ang email aug 21, binayaran rin namin kaagad kinabukasan. Ang naka indicate lang sa email mag send ng proof of payment, letter of undertaking and valid id with signature. Comply naman namin lahat ng requirements at ang sabi niyo 2-3 days ang processing. Nag reach out kami sa messenger niyo noong Aug 24 for follow-up pero hanggang ngayon wala parin kaming update sa disconnection. Even emails from your company ay wala. Puro kayo apologies for the inconvenience, sabi niyo 2- 3 days processing pero pang 11 days na ngayon. Pati iyong message niyo last Aug 18 regarding Postpaid network unlocking concern with case ID number na sabi we'll get back to you within 120 hours ay walang nangyari. Ayusin niyo naman

This is Cugman Police Station No.10 of Cagayan de Oro City Police Office, kindly please check our Smart hotline with sim card Number [protected], I could not send/use my outgoing calls and text messages last few weeks since we pay our monthly bill payment. tnx

Your service is pure trash! I CANNOT EVEN MAXIMIZE MY LOAD. Data connection is very slow! And it is eating up all my data I haven't even loaded the site I wanted to use. GARBAGE!

i emailed a concern regarding these.. no feedback yet..
there is no 4g icon when i am using my data..
i called there customer hotline and gave me a ticket number..

Good day!

We are an enterprise client with 8 lines with smart. The first 4 lines absolutely have no problems. The last 4 lines we received have multiple problems.

The lines we applied for are 4 lines under plan 500 + 100 for the gadget totaling to 600 monthly per month for unlimited calls and texts to all networks with 2GB data.

When we received the first bill, the charges were unbelievable!

First, all texts and calls were charged by the minute.

Second, they charged the data and when we requested for the data logs, the sites say our employees use Valor, Linked in, Wattpad, etc. which our employees do not even know about. They are too old to use valor or wattpad etc.

When we filed for a complaint they keep insisting the charges were valid, we know for a fact that it is impossible because we have wifi in the office and the users are too old to play these games nor to even know what linked in is.

Total bill per employee is atleast 3500.

They said they fixed the call and text charges, but they did not. when they sent the new bill the call and text charges were not waived.

This is very frustrating as we dont have anyone to complain to because their customer service thru phone and email are all not listening nor solving the issues.

It's been 3 weeks since we disputed the charges.

Do you have anyway to contact the corporate office?

Smart charged me with 2 (php2999 x 2) months advance payment for postpaid sim only. It's been 2 days and the service is still now working.

My Mobile Data Won't On Please Resolve This issue, Here's My Talk and Text Mobile Number [protected] Thank you God bless because i used it in my Online Classes🙏😇 I'll wait for your Response Thank you so much

Hello Sir/Madam,

Good day!
I would like to file a complaint against Smart Broadband for my plan 799 (1yr contract). My account # is [protected]. I signed up to them last May 2019 and paid 799 upfront. Due to unforseen event, I had a financial problem & I also lost my phone last Nov. 2019. I tried to pay my bill in Sun Cellular Office in Robinsons Forum(that's where I applied for my account) but the cashier said I need to go Smart Office directly. Since I have a work at that time, I wasn't able to go to Smart Center. Last Feb 2020, I received a demand letter informing me that my I need to pay 3, 307.34. My line was already disconnected but I paid the said amount and sent the receipt to their partner collection agency. After that, I did not receive any letter or bill statement from Smart which made me think that everything was settled since my line was already disconnected. This month, January 2021, I receive a letter again from Smart demanding to pay 6, 519.38. I message them and ask clarification about the final notice that I received, their first response informed me that my account was closed and to disregard the letter that I received. Then their following messages informed me that I need to settle the 6, 519.38. I ask clarification from them why the amount was too high considering that I only have 2 months left on the contract but they did not answer me back. Please investigate this. May pandemic pa din & every peso counts. I have attached the necessary documents for your reference. Thank you for your help.

Regards,
Lhea Quintans

Call avoidance/ Intentionally dropping the call especially when I voice out my complaints. Some rub their microphones to make it sound static some put me on hold for no reason then acting like they can't hear me when they get back so they can end the conversation. So you end up calling them again and again retelling everything until you get someone who actually does his job.

I live in barangay Cambalading, Albuera, Leyte. I use a Pldt HOME with SMART LTE. I live just off the national hyway. The wireless internet service is unreliable, slow, and drops out much too often. It is impossible to conduct an business from my location. My children rely oninternet now for online schooling and the Smart system here is a negative impact on my childrens online activities. I might have to turn to Glibe for my communication needs. When will SMART upgrade or improve wireless internet seve int this area. Wired service isnot available. Please respond to this message a [protected]@aol.com

27 November 2020
Subj: SOA 23 November 2020
Mobile number [protected] Account Number [protected]
I wish to complain about the exorbitant charges: my postpaid plan is for P500 bur the latest SOA charged me for P3, 029.09 which included P9, 169.21 for Data Charges. Please rectify asap.
This account is more than 30 years old and has a long history of prompt payments. Thank you.
Alfredo G de Leon
Email: [protected]@yahoo.com

I have been asking Smart to terminate my account since my line contract has been finished since July. But despite my telling them over the phone and twitter and sending all the documents required, they have been billing me since July per contract. They just keep on saying that they have not received the documents. I really think it's a scam now. Beware of Smart they would want to keep you paying for life. They will try their best to keep your account for as long as they can with various scam tactics to dissuade you from terminating.

Buyer's name: Myla Aggabao
Email add: [protected]@gmail.com
Date of Purchase online :08/13/2020 01:13 AM
Total Payment Amount: Php 999.00 - PAID THRU CREDIT CARD
Item: 1 of router, evoluzn pr3f, lte, mifi, bro, pre 1 of ctc, smartbro, surfmax, php250, free 1 of card, sim, bro, lte, half, zero, pre, bundle

From the first time I've made a follow-up, I'm just receiving an apology and saying they will expedite the process. It's been 2 months and I haven't received the item! I've been requesting for my payment to be refunded but they just keep on ignoring my request which is so frustrating! This kind of service is so horrible. So disappointing!

Hello Smart,
I want to complaint about my load because today i paid 350 peso for 350 load and then i only use 250 for transaction and there's must be left right, about 150 load but instead my load have gone and i paid again additional 50 peso load, so my complain is where is my other load?

Hello,

I permanently disconnected my cel # [protected] sometime January 2020. Along with it, the number [protected] (fixed load) was also disconnected. What remains is Broadband SBW PLAN 799 (#[protected]).

Unfortunately, I am still being billed for the monthly fixed load (#[protected]) up to now.

In this regard, please rectify/adjust your records accordingly from the time my cel service [protected]) was disconnected.

Thank you.

Truly yours,

Evodio G. Genelsa
Subscriber

I signed a document for porting from Telkom to Vodacom 28/11/2019
Trecy told me 7 days then I strted to followup with Telkom which never received the application, then there was another application done 5/12/2019 which I didn't sign. I follow up again with Vodacom and Telkom no porting done then there was another application submitted thru Vodacom 24/12/2019 Jan 2020 I got hold of a person who advise me that the problem lies with Vodacom went and see the lady again and asked her about their prosedurs and she advise applications get send to Vodacom who must then submit to Telkom,
Our business lines is down since October which Telkom was suppose to fix after a month they tell you they not going to fix must go wireless
as a Locksmith we are loosing a lot off income because klients cant get hold of us, If porting is not done tomorrow 31/1/2020 I will take it up with my attorney to sue Vodacom for the lost of income and they have to cancell the contracts
I was always happy with Vodacom but since going Voip they are a problem people cant do their jobs

They keep on charging me for data usage. Mysmart application and MyPldtSmart app is not working, means I can't see my packages availed in my plan. This started happen when I changed my number because before I used to check all my usage on the MySmart app, now nothing is there. Last bill I got charge to 2, 300PHP plus for data usage which I have no idea since I did not get any notification and I always call there hotline which they keep on telling me also that I am still on track. The hotline service as well is not credible at all. I called them so many times since last month to find a resolution about my bill and the 5th agent already whom I talked to which they just keep on telling me someone will callback to fix the issue which never happened. Now when my package was replenished, I finally received a notification about my data usage that has already consumed all from Nov 25 up to Dec 7 only. (just that coverage/days, this is the first time happened ever in my several months with them, I know my data limit and my usage also never consumed all from its limit. I even have wifi at home). So I got the notice even I can't believe I used it up already so I just availed there package I bought a package of GigaSurf99 just to lessen my worry about my current problem with them. Now I keep on checking since I still didn't get any notice about my data in mySmart app (it seems that bought package shows up there but not my plan inclusions) which shows that I still have 1, 500MB left and 300MB for others which expired on Dec 14. Then when I checked myPldtSmart I already got 700PHPplus unbilled usage. This is getting crazy. I want this complaint raised. I called them so many times but nothings happening and my bill is getting higher.

Since yesterday I bought data for 150mb it was never loaded I keep on phoning and the consultants are telling me different stories. Today when I called I was told my data will be loaded in 72hours. I mean why must I wait for so long to get a data that I bought?. Mean while what must I do without data as I'm afraid that they will deduct my money and not load data in my account. They're customer service consultants are not helpful at all and they don't care.