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Tuesday, October 15, 2013

Please remove charges from my account since May. The reasons are as follows:

I had a Tattoo SuperStick a few years ago. It was USB powered. When I learned they had new stick with battery, I thought that was a great idea. While in the Mall in Ayala Center, Makati City on March 30th this year (2013), I saw a Tattoo store and began asking questions about the stick. I purchased the stick from Isaiah Javier and asked about some plans. They said there was a 999 plan where the stick would be active all the time. I explained that I am out of the country (Philippines) 4-5 weeks at a time, several times a year and was concerned about being charged the 999 for the months I was not in the country. They said that is not a problem with the 999 plan as I can log in anytime and put my account on hold for the times I am not using it, then log back in and reactivate it when I return to PH. I asked about the 12 month or 24 month contract and was told that I could cancel anytime since I did not get any discount on the Super Stick that would bind me to any length of time. Since I had assurances that I would not be charged for the times I am away from PH, I signed the papers for the 999 plan with Isaiah Javier.

It took awhile before the stick became active. I had to return to the store to remind them to activate it.

A week or so later, I tried to connect to my account several times and I could not. I went to the Calbayog Globe store and asked their personnel to connect me. She could not. I asked for termination at that time because I have no use for the service if I cannot control my account online. She said no; just wait a month for the computer systems to adapt.

I went in a month later and another Calbayog Globe store agent still could not connect my account. Again I asked for termination and again, she said no.

Since I was leaving the country in May, I went to the Calbayog Globe store again and asked about being charged while I was away and they said there was paperwork to fill out. I could not understand. I asked for termination as this was not the agreement I had when I signed up for the 999 plan. I was told with the 999 plan I could postpone the service anytime online and reopen anytime. I told them to please terminate now so I am not charged while I am out of the country. Again they refused and had me sign a paper to postpone the service while I was gone. I said I need termination if I will be charged while out of the country. They said don't worry; this will take care of it. I gave them my phone numbers and email address to contact me if something should go wrong and they need to contact me.

Originally, I was going to be gone for 5 weeks, but that got extended. I sent a customer Inquiry to Globe about extending my absence as I could not go online to make the adjustment. Case ID #180**** was issued and I was informed that I would hear back from them in 24 hours. They never replied.

In August I got an email with a bill showing that I WAS being charged while out of the country. At that time I issued ticket no. 130720****. I chatted with Ma. Zarah Elaine, then Seerium, then Julie Mae for a long time. Julie Mae wanted me to pay 2500 for the Stick again with a 550 penalty!

She said she would forward the case on to someone else and they would get back to me in 6 days.

There never was a response to this ticket.

Today, October 15, 2013, I spoke with Ma.Crizel Sarmiento about this ticket and she said she could not help me and I needed to call the save desk.

With my first bill, I got a letter from Ernest Cu, CEO of Globe Telecom. He mentioned:

1) Globe Happiness Guarantee,

2) Personalization,

3) No Bill Shock Guarantee,

4) 24/7 Access Guarantee

1) Globe Happiness Guarantee: When I could not access my account online, I was not happy. None of the Globe agents could do anything to make me happy, i.e., connect me to my account as was agreed by the store where I signed up for the service. The Globe Happiness Guarantee was invalid. I was denied cancellation even though this guarantee was void.

2) Personalization: There was no means for me to adjust my service plans to my life style away from the Philippines. I could not log onto my account to adjust the service and issuing tickets for this purpose were ignored.

3) No Bill Shock Guarantee: I was shocked when I saw that charges were being added to my bill while I was still out of the country. This is contrary to what was agreed by the store where I signed up for the service and the local Calbayog store where I informed them of my plans and told them to cancel my account if I will be billed while away. I am now trying to cancel my account and have the charges rescinded because this guarantee is void.

4) 24/7 Access Guarantee: It took several tries to access a Live Chat Agent. After I contacted them, they said they could not assist me. Why have Live Chat if they are impotent?

(from Google, impotent means "unable to take effective action; helpless or powerless")

Four promises from the Globe CEO were not met.

Yet another "promise" is also void. On the bill it says I can pay the bill without logging in to my account (which, of course, I cannot do):

"No need to go to our stores to pay!

Settle your bill easily ONLINE and get your Official Receipt via email.

Go to www.globe.com.ph/paybill - no need to log in!

I went there to try to pay. I could not. It wanted me to log in. This is the reason I requested cancellation in April, because I could not log into my account.

I sent this message out and got the response:

"You have successfully submitted your inquiry. Please expect a response from an account specialist within 24 hours. Thank you for choosing Globe!"

I will check tomorrow if that is true.

Wednesday, October 16, 2013. Still no reply. No confirmation that Globe even got the message.

Location: Makati, Manila

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Guest

I have the same story. They really couldn't resolve a certain "billing issue".

I have decided to pull out all my accounts with Globe postpaid not even deciding to comeback.

Though, you have no choice, but rather pick or choose between two telephone providers. I hope there will be investors to come in and compete with Globe and Smart.

Guest

don't forget to post pics of your statements, etc. of course, black out personal info. just want the proof to go viral!

Guest

experienced same thing here! :(

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