Globe Proactively Reviewing Customer Billing. Responds To Bill Concern.
If you’ve been following a recent article posted on ABSCBNNews.com by Mr. Fernando Sepe, you would know that he was complaining about erroneous charges on his Globe bill.
I understand that quite a number of people are currently having concerns over huge figures reflected on their monthly billing… but from what I understand, Globe admittedly is still in the process of upgrading and modernizing their infrastructure and billing system, hence the inconsistencies and discrepancies. But it isn’t anything Globe cannot (and will not) resolve since they themselves have been straightforward about problems that may arise due this particular overhaul.
Below is the full statement recently released by Globe Telecom in response to Mr. Sepe’s article:
“We write in response to the opinion article of Mr. Fernando Sepe uploaded in ABS-CBNnews.com last July 19 about his billing issues. We understand the frustration that Mr. Sepe felt about his billing concerns since unfortunately, he was among those selected subscribers who encountered a problem in their billing. We know that the journey in modernizing our service delivery infrastructure and business support system to provide our customers with a better service experience is not easy. As Mr. Sepe himself narrated, Globe has been proactively communicating to customers about billing challenges largely brought about by our recent systems migration, and has taken appropriate measures to address bill disputes. In his case, he indicated in the article the series of reversals done particularly for his data charges. At this point, It is important for us to state that while Mr. Sepe felt the need to publicize his experience, Globe has been going through all billings in the last four months so that this experience will not be replicated in other subscribers. Thus, we were able to make the appropriate billing adjustments as recounted in the article, whereby bill reversals were credited to his account in the past two billings. Another proactive service measure is the creation of a special action team two weeks ago to double check and continue reviewing all the billing statements, on a per customer basis. We want to assure our customers that we are taking this step to ensure the quality and accuracy of their billing. As a result of the QA process, any additional bill adjustment due to our customers will be reflected in their September to October billing statements. We welcome subscribers who may want to seek clarification about their billing statements and will be given priority in all our customer contact points. Our @talk2globe twitter account for social media has been strengthened with more customer service advisors. Likewise, we have improved the menu for our 211 hotline to handle billing concerns. One can also go to our Globe stores for proper customer assistance. In addition, we are extending further assistance to our customers in the form of installment offers for those who experienced delayed billings. Please contact the said customer channels for information on how to avail of the offer. We value our customers and the feedback they give helps us serve them better. We wish to express that we are thankful for the patience and understanding our subscribers have shown in this journey of providing a much improved service. It’s getting better everyday. We have no other wish but to have the happiest customers.”
There you have it.
I know how worked up people get when it comes to concerns particularly about money. But Globe seems to be doing everything in their power to resolve these matters and to ensure that cases such as this may not happen again in the future or at least be kept to a minimum.
Hoping that this wrinkle gets ironed out real soon.
July 20, 2013 @ 10:55 PM
All of the telcos have shortcomings but thus far, Globe has the better customer service in my particular experience (I’ve tried Smart and Sun – before they got bought out). Kahit may mga times na sablay ang Globe, I stuck with them over the years (both for my internet and phone requirements) dahil sa customer service nila.
July 20, 2013 @ 11:04 PM
I agree. I’m glad I stuck with them during the times they were having difficulties with their mobile internet and network problems… I knew things were gonna get better because of the infrastructure overhaul. It paid off. Hindi pa complete ang upgrade pero the improvement has been very evident already.
July 21, 2013 @ 1:32 AM
I didn’t receive bills for 2 months. My plan: unlisurf + duo (unli call to globe and landline within metro manila).
Then arnd 3rd week of may, I finally got a bill – reviewed it and apparently my duo plan was not credited by the system. I have calls to globe and metro manila landlines amounting to more than 2K. So I called globe hotline to adjust that and then get final amt and pay the next day since ill be out of manila the next few days.
1st week of june, arrived in manila, got another bill, I think arnd June 6 and due date is June 10 – very short period of time. My duo is still not credited so called again for adjustment, and got final amount. June 9 – was in the middle of a call with my pregnant sister who’s home alone so need to keep her company, and line was cut off all of a sudden. I have no internet, cannot even dial 211 globe hotline. I removed the battery, still the same. So have to call globe hotline from my landline office. And agent told me I have and outstanding bills – 3 bills were generated by the system continuously and I received 2, settled 1. Per system, I haven’t settled the first yet, because of balance (again, the duo plan was not credited in that bill, and this was already adjusted per review by globe agent). In fact, when I paid for my first bill at shangri-la mall globe service center, the cashier said another bloated amount already posted – so was surprised, told her I just received the first bill, can I have a copy of the 2nd, sadly they cannot since their system that time was down. Told her, ill be going out of manila the next days, system myt cut my line, and all of them in the cashier area were saying that globe won’t do that because globe is going through system update.
Now, since I was cut off and I need my line back, I called globe hotline – stayed with the agent for almost 6 hours. Yes, 6 hours. For me to be reconnected. I have to stay late in the office for this. Again, I can’t even call 211 from my mobile phone. The 2nd bill I received is not even due yet, why cut me off? Even if 3rd bill has been generated (and I haven’t even received it), the fact that the 2nd bill was not even on its due date.
I asked for 2 things: 1) explain to me why it happened 2) if u can’t explain to me why it happened, then help me deactivate smoothly and painlessly this account – ill pay all the bills, I will return the phone. I’m soooooooo sick of Globe service. Fair enough?
So they finally reconnected me – I will not go thru the 6 hrs if not for my pregnant sister. My BP got high that night as well. Went home so late as well.
I reviewed my 2nd bill again, and saw other questionable amt, called again, this time 4 times, since line gets cut and they will not even bother to call u back. So when ur dealing with globe customer service – call them and NEVER hung up. DO NOT ACCEPT answers like – ‘already forwarded to support team’ when its the 2nd time u called in already to follow up.
So I got soooo angry, explained what I went through – they decided to wave almost my 2nd bill. So they really want ur BP high on ur what? 4th call, and then they will appease you with reversals.
I can’t wait to end my contract to be honest. Been to different bad days with ur customer service – but this was the worst by far. I REALLY CANNOT WAIT TO END THIS CONTRACT.
August 2, 2013 @ 2:09 PM
Globe papatayin nyo customers nyo sa stress, o di kaya hypertension attack, or heart attack dahil sa walang pakundangang charges na inilalagay nyo sa bills resulta nang sinasabi nyong upgrade sa billing system. Oo nga upgrade talaga, kasi sobrang taas ng amount ng bill, at upgrade sa earnings nang inyong kumpanya dahil ubod ng taas ang mga sinisingil nyo na hindi na maintindihan ng customer bakit nagkaganoon dahil nililito nyo sila dahil sa late billings ninyo. Gets nyo?
August 12, 2013 @ 2:06 PM
Anong proactive?
Pag tinanong mo customer service rep hindi nila alam kung pano sasagutin ang mga tanong.
Please globe train your CSR to answer billing questions properly.
August 12, 2013 @ 4:01 PM
I have called them numerous time about my bill since january until now its not resolved walang kwenta ang pangako na yan my bill now is 27k!!
September 11, 2013 @ 1:15 AM
I tried calling Globe’s customer service because I was charged per KB for the data while my plan is unlidata and I was told that it was WAP and that maybe I downloaded wallpapers. Why would I download every month with data charge from Php450-2,500+.? Now, I tried sending an email complaint but it’s been 7days but still haven’t received any reply.
September 16, 2013 @ 10:45 AM
GLOBE IS THE WORST TELECOM SERVICE I KNOW! A time will come that no one will ever avail your plans…. This is how you repay your customers by not doing your job… The customer already done her part but you did not do yours and the worst of it all the customer will pay the result…
September 27, 2013 @ 12:04 PM
this is not true. i have the same issue, they did not adjust my account correctly, i experience the worst customer service, and they cut my line due to the erroneous charges