Sun Cellular / Digitel Mobile Philippines
Reviews and Complaints

Dear sun cellular,
July 18, 2018, cel # [protected], Requesting to end my contract for plan 350, Please consider this application because no more Sun shop available here in Puerto Princesa City Palawan. so many times ive'd contact sun digitel but no response till now, exactly i end my contract this july 19..
hoping for your kind consideration.
Very Truly Yours,
Gemma Gran

Two numbers keep on calling me but I put them in the call rejects list already. But, they also keep on messaging me (I don't understand what are they saying either because of wrong spelling and spaces?) when I saw by the morning they called many times in the middle of the night which is annoying. I try to mark their texts as spam but still they keep on massaging me. Help me please.

I purchased a mobile unit last October 24, 2015 for a 24-month period contract for which effectivity was November 3, 2015. For the last 6 months, i stopped using the device since I am not satisfied with your service. However, I still paid my monthly dues.
I requested for termination of my contract late last year but was informed that my contract will be ending February 2018; hence, I settled my last payments last January 24, 2018 and February 15, 2018 including penalties for late payments. I was advised by your customer representative to request for termination of contract before March 4, 2018 so as not to incur penalty for termination of contract earlier than due date.
Yesterday, February 25, 2018, I sent my formal letter to your branch at Market Market, Taguig thru my daughter.
Unfortunately, she was told that my contract will still end on November 2018.
Counting 24 months from effectivity of my contract on November 2015, said contract should have ended last November 2017. This month is already the 27th month which is already way past the completion of my contract.
Please refer to attached letter request and payment transactions.
I insist that this contract be terminated since I have no other pending payments with you. Please send termination letter re this request.

Nag redeem aq Ng iplan 55 and na consume ko then after that I stop usinng my data after notifying me na I already consume it. Tpos cnicingil nio Ako Ng extra usage charge? Na mas malaki pa sa plan ko! Tumwag aq sa inio pinag antay ako Ng more than 20 mins at pinatay Nia nlng bigla without even saying na if my concern pa ba aq or Kung nasolve ba Ang problem ko.! No hndi Nia nga mapaliwanag Ng maayos! Nag babayad aq Ng Tama tpos ganto lng Ang serbisyo nio?

i call around 2050h.spike with mr.Dags nevats reg.reconection.i told him we miss the chance to pay the bill for this month only.he said he cant reconnect the line unles paid.weve been a sun customer for how many years this ia the only time or line was cut with inly 1 month bill.i ask him if the 3 line can be terminated as soon as we paid the bill " he said ok lang"that not the proper way to aswer the customer.he shoul have check first the status of the account if it can be terminated already or not.the account can be terminated on 2019 as per mr.Dags.so ita not "OK LANG"

Sep 22, 2017 [protected] cleus 4:42 am I asked for soa. I was promised i'll get it in 30mins but almost 24hrs passed and nothing.. I paid on sep 14 and my balance must be 0 but when I checked it. I have pending 638 and unbilled off 115. That's ridiculous. I can't renew any service bc my account is maxed out. Only text and call will work.

Sep 23, 2017 [protected] cindy 12:33 I called again and spoke to cindy. I told her no soa, no call from billing. She told me im not supposed to get my soa till 24-48hrs. Well that's crappy because every 18th of the month it must be sent via email. I let her send it again and checked that I have invalid charges in my account. International sms and data. I dont eeven know someone from uk and my account has maxed out so no service would work and was amazed those charges were charged to my account. Cindy promised me to "babysit" my account and have billing dept contact me.

Sep 25, 2017 [protected] debbie 5:10 spoke to debbie. Still no feedback from billing. Asked to expedite becausse im on the verge to throw anything I could get my hands on to sun

Oct 3, 2017 [protected] jay 7:55 agent jay ttold me billing just pasted the feedback in their internal note. No call from them. How the hell am I supposed to know without anyone telling me? I explained again what happened and I get the same prromise to babysit the accoutn and havee billing call me

Oct 5, 2017 [protected] xander manansala 6:25 he said he'll coordinate with billing and contact me for updates. At this point, call and text were deactivated because I dont want to pay anything without them settling my dispute.

Oct 18- soa arrived and [censor]ing sun managed to charge me again for international sms and data when nothing [censor]ing works and no one [censor]ing called me back. How the [censor] am I suppose to call when I cant [censor]ing do outbound bc even [censor]ing text and call will not work. Don't tell me I have to show up to the physical [censor]ing store everyday jsut to follow it up and [censor]ing agent can only check the account and note and cannot do anything? This is just bull. They even tried to call me several times telling me to pay my bills. Well sun cellular, make everything else work first before charging your customers.

My name is Olivia Dumaya with cp no. [protected]. My contract has already expired since September 19, and I was not able to use Sun's services even before that date, especially the data. But Sun still charged my credit card for this month. I would like a refund of my money because I didn't use your services anymore and I didn't renew my contract, anyway.
Thank you.

On May 21-23, 2017, Sun Cellular call center agents had been contacting me almost every hour to offer their new mobile Internet promo NonStop450 in which I finally agreed to subscribe on May 23, 2017 on the account that I can use mobile internet for an additional of 450 on top of the monthly dues.

However, upon subscription, I couldn’t use the internet service, so I immediately called the customer service for assistance. The CSR gave me instructions on how to activate it. I followed ever step but still it was of no use. The following day, (I am not sure if it was two days later) I called them up again and the 2nd CSR gave me another instructions but to no avail.

Finally, on my third call, I requested them to cut off the service because apparently SUN Cellular cannot provide me the service coz the CSRs are not sure if their service is compatible with iPhone. Their text message says that if we wish to opt out we just need to visit the link they send and it will automatically disable the service. That’s the only way to cut it. But to my exasperation, the link bit.ly./NonStopSurf does not exist. So to make sure that this service won’t be charged to me, I called the customer service for 4th time and they promised to return my extra payments and cut the service themselves as the link is not working.

No action has been done even after the 4th call.

Since May until July, SunCellular had been charging me of this NonStop450 despite several calls I made to report its non-service. If I don’t pay that P450, even my line was cut, so I was forced to pay the full amount because they promised to cut the 450 NonStop surf and make adjustments.

Today is October 3, it’s been 6 months that I have been complaining of the extra 450 that I’ve been paying without service and nobody from SunCellular returned my money and solved my problem despite all the distress calls I’ve made. Last, October 2, I’ve made several attempts to call their mobile and landline HOTLINES but ALL are not working. No ringing, no sound whatever.

I have been charged of a total of Php2700 for services I can’t avail as the problem is on their side. Had I’ve been able to use it (as I also need it in my work), I would definitely pay for it as I intended when I availed it. BUT Sun Cellular cannot provide me with the service and even the CSRs cannot solve my problem. I have been a subscriber of Sun Cellular for almost 7-8 years, but they do not care of this very simple complaint and charged me exorbitantly of the service I cannot use. If it wasn’t for the disruption with my work, I would have long cut my phone subscription with them. But 6 months is a very long wait. Sun Cellular is still sending me text messages that NonStop450 is going to renew automatically; I cannot even cut it despite the calls to their CSRs. They are stealing money by force.

I demand my money back from them, and have this inefficient service cut.

I look forward to your reply and a resolution to my problem.

I am writing to you this letter to render a complaint. For the period of August 8 to August 13, 2017. My postpaid cellphone number [protected] and prepaid cellphone number [protected] call logs where forwarded to cellphone number [protected] via text by cellphone number [protected] and upon further queries I have traced the number to be belonging to a certain Mr. Emman Valencia, an employee of sun cellular telecommunications.
The owner of user name E100175LUHA access my two account numbers. See attached screen-shots.

I would like to know how my protected private information was maliciously released to an unauthorized third party without my knowledge and consent. Such action is a serious breach of the law and your company's privacy policies quoted below:

"we strictly enforce our privacy policy within the company and we have implemented technological, organizational and physical security measures that are designed to protect your information from unauthorized access, use, alteration and disclosure. "

This, I believe, is against my right to privacy as per RA 10173, also known as Data Privacy Act of 2012, protecting individual personal information in communication system in government and private sectors.

I request for you to look into this serious breach and conduct further investigation and provide appropriate disciplinary action to person concerned.

Such breach of privacy does not only affect me personally but the general public in nature. I fully intend to further exhaust full administrative and legal remedies if no satisfactory actions are made in connection to the issue at hand.

I am looking forward to your good office's prompt and satisfactory response on the matter. Thank you.

On my July 2017 Bill I'd noticed that i was charged an additional internet charges without using my sim. I called right there and then to sun customer hotline to raise my issue and request to waive the charges. I called them July 27 and as per CSR, it takes 5 days to investigate the charges. 5 days had lapse but i don't recieved any call from your CSR. I'd follow up but they always say that they will make a report and send it to the Billing Dept. The CSR also always told me that they will call within the day and utmost the following day in the morning. I made several calls but I only got the same answer. As per CSR they are just waiting for the approval of billing Dept. I dont used my sim so that they will see that there is no usage since June. Im paying every month for not using my sun number. My question is how come your company made a 5 day time resolution for all complains where in fact your people cannot address it even in 10 days? Are they really working specially the Billing Dept? I hope I could get an answer to my complain the soonest possible time.

there is this person who kept calling me and it's obviously a prank caller because I hear them laugh when I try to respond.

I tried searching for the number their using ([protected]) and found out that there is a bunch of Sun cellular numbers that are accessible to the public mine included.

See sample links below:

http://sexystyle.altervista.org/sexygirl.php?num=0922435
http://www.hightshoes.org/shoes_numbers.php?num=0922435&rew=0922
http://simhcm.com/danh-sach-sim-09224358.html

Is there a way to report those numbers?

I've been calling and doing follow up a dispute to Sun Hotline since April until now. I am complaining on a The Mall Cosmic charges to my number which I haven't registered for or received any text message from 2488 number. All my request were denied since they said it's valid, but there is no proof that there is a registration that was happened. I called them in April, May and June to complain and just always giving me Service Reference Number all the time but nothing happened. They said the Billing Department will call but 3 months already with weekly follow up, there's so no such calls received from them.

The

Account No. [protected]
Mobile no. for dispute [protected]
Invalid Charges as follows (The Mall Cosmic 2488):
Billing Period as of 17 March 2017 - P460.75 (inclusive of VAT)
Billing Period as of 17 Apr 2017 - P435.15 (inclusive of VAT)

Follow up calls w/ SRN:
April 2017 - SRN [protected]
May 09 - SRN [protected]
May 22 - SRN#[protected] & [protected]
June 01 - SRN#[protected] & [protected]
June 10 - [protected] & [protected]
June 16 - [protected] (Recent)

I closed the account and paid everything so it won't continuously charging me. Now I am asking for a refund as the Sun Shop SM Clark advise me to do. They said that complaints are not welcomed in the Sun Shop starting when Smart Communication took over Sun company... Now the Customer service came worst than before..

All I am asking is to refund the charges they made for the Cosmic which I really didn't know what's that all about. We didn't even received any message from that said 2488 number and we do not usually use the back up gsm unit phone which the number was restored. That's why I really assured that the charges is not valid.

I would like to complain regarding the service of your customer service. Not friendly, not giving me much choices, giving me hard-time and most of all bad service.

The first time i called at your customer service is to change my billing address from 1508 world trade exchange bldg. 215 juan luna street, binondo manila to 1310 3rd floor narra street tondo manila. The said operator gave me this reference no.: [protected]. Since then, i never received any soa.

After more than a month, i did try to call your customer service again. She told me to call again at 3am in the morning because your server was down. What kind of service is that? isn't it, she should be the one to call me back instead? it is not my fault that your server is down. Is she in her right mind to tell me to call back at 3am? she doesn't want me to go to bed and wait for your server? what kind of reasoning is that?

i called again today hoping this time it will be different! do you know what happened? your operator told me that the line is static when she knew my name. How can the line be static when i can hear her clearly? when i start to complain, she will tell me she can't hear me cause the line is static but if i am not complaining she can hear me. What the heck is that? i am just asking your operator to send me soa thru my email in order i can pay, but what did she told me? mam, can you call back again? can't your staff do anything once there was a problem arising?

i have globe, smart but never experience this kind of hazzle and disappointment. Whenever some problem arises (globe nor smart) they will accommodate until the said problem was solved. They will call me the next day once they failed to solved the problem.

I am the one who is making follow up of my billing in order to pay but instead of helping me out, they tried to annoyed me and give me hard-time. Is this really the customer services your good office can offer?

I called your customer service and billing dept numerous times to adjust my bill..im being charge for reconnection fee which should not be in the first place. Ive been dealing with this for a month and still no result. Your billing team unfortunately is incompetent to even state the reason why im asking for adjustment. Last time i called was friday and the rep disconnected the call when i asked for a sup or manager. Im already preparing my letter to have this endorsed to ntc and dti or whoever government dept/office this apply. Ive had enough and im tired of dealing this with your company. i will also consult legal assistance on this. I want this kind of harassment stopped and mitigated so it will not happen again to your other customer.

Last april 25, I registered to uta15, and I was suspicious on why it shows that my remaining regular load credits is only p78.00, when it should have been p108.00. And this morning, I extended my prepaid load's validity by registering to the same prepaid promo (Which is still uta15) before it's expiry, and my remaining regular load shows that I have only p43.00 left in my balance. Where on earth are my missing regular load credits?!

A month ago, I Received spam text for real estate from a non-sun(smart talk n text) number. But indicated a sun cel as the contact number. which i responded a request for them to remove my number from their listing and if not that i will have to report the nos. used as spam in their respective network providers.
Again today, i got another spam message. (please refer to attached screenshot)
Complained Sun cell number: [protected]

I've been subscribe to sun cellular this past 2 year and have no complains but this year sun cellular been charging me almost triple my plan payment. I have a 600 monthly plan by sun and this past 3 months my bills are almost 2 thousand and I only use it casually. This problem only happened when smart is the one starting to send my bills, I've been using my credit card for payments. And I even casually send request inquiry to sun postpaid service and no reply. The only thing they send is when my credit card is done by the payment.

Hi im graycie adove and I would like to file a complaint.

Last may 2016, my friend, ma. Lydia s. Dumlao the account holder for this number and me, the owner of this number, requested for a change of ownership to one of your sun cellular branch at robinson's metro east.. We submitted proper documents and filled up some forms.

After a week, we received a confirmation and that it has been approved and we will be posted for updates..

After 6 months, we did not hear anything till we decided to go back to metro east for follo up. Little did we know, that branch was closed.

We're ask to call customer service. After calling and trying for many times, being on hold for too long, being hunged up on, advices that it was escalated for the nth time, we still did not hear anything.

After many try, we we're able to speak to a supervisor and was assisted and advice for another escalation. She told us that the documents was missing and no where to be found. We ask the supervisor if she can find the forms and investigate. Instead, we're ask to submit another forms and documents to start all over again.

We refuse to do so since, we already sumbitted the forms and it's not our problem that it was missing. We're not even informed that the branch was closing and not advice that our documents will be forwarded to other banch. We only request to change of ownership and this should have been very easy. Instead, we had to go through this and still no updates up to date.

I've been using this number for over 6years, if you will check my payment history, im always on time in paying. The part that I dont understand is, this is just a 350 plan, and why do I have to struggle to fix this issue. The fact that it's a negligence of sun cellular, my change of ownership should have been approved.

I dont wanna cancel my account because my number is very specific to me.

I need a resolution to this issue.

Thank you.

Graycie adove

It's been a month since my sun pocket wifi has no service. I have been to their shop for 8 times but still no action yet. The first time i went there, they told me that i have a overdue account. Though my payment is thru my credit card, i still settled my account because i want my wifi to be reconnected immediately, but to no avail... So every other day, i went to their shop, because every time they told me to wait for 24 hrs then it will be reconnected. Imagine the time, effort, gas and parking fee that i have to spent for this concern, and yet as if i am talking to air, nothing happened! They said because the ongoing system change that resulted to low connectivity, how come they continue to accept customers and continue to charge us? They should stop charging us while they are improving their system... Sun cellular, your service reeally sucks!

Received a letter from Hildawa Law Office today, Feb 1 demanding me to pay Php 19, 771.482 fro my unpaid bill, but my unpaid bill is only Php 2, 901.00. I went to Sun Shop last Jan 25 to pay my balance which I really did not use as my line is already disconnected since Sept and that billing is from Oct to Dec. So technically, I did not use even a centavo of that amount. When I'm about to pay already, the cashier told me to settle P 4777.00. As per the Cashier, my account is already endorsed to Collection. I did not pay since this is a huge amount and the fact that I did not use any service because my line is disconnected. And they have no notice that when the account is endorsed, I will pay additional 30% of the remaining balance. Just wow! Now I have this letter from Hildawa and the amount is Php 19, 771.482. I can't believe Sun Cellular do this to their customers. Sobra lang. Nagbabayad ka na nga ng pagkalaki laki sa mga bills na sobrang laki dahil sa hidden charges, tapos tatakutin ka pa ng ganyan para lang makasingil sila ng malaking halaga. Grabe, wala akong masabi sa Sun. Grabe ang panglalamang na yan.