Globe Telecom
Reviews and Complaints

I need your immediate action for globe gcash due to their refusal to give me help from an emergency situation. Apparently, I transfered miney through their app to my bank account but I didnt received it. The amount is 500 and that is intended for the medicine of my father who is undergoing dialysis. The money was supposed to be withdrawn from my bank account but since i did not receive it, I call Gcash customer service. I explained everything but they gave me timeframe of 2-5 business days. I understand it their process but im dealing with a life situation that the money is needed for emegencr purpose and I cannot wait that long. I tried to explain but they refused to help me realtime. They insisted with the case on their end and though i didnt agreed on it, they leave me no choice. Attached document is my complain form and other documents to support.

Name: John Mark Orillo
Age: 26
Contact Number: [protected]
Email: jhanica.[protected]@gmail.com

I Load my number a 50 pesos amount . I opened my phone, I did not do anything, not even open apps but it says that I can't register because I don't have enough balance .
I send my complaint to the facebook page and ask what happened. They asked me what is my phone number and I give them . Untill now, there is no reply .
I've experience this for second time . They will ask what your number and location but after, they will just ignore you .
I just want my money back .

Hey globe, we've been sticking up our [censored] for your slow [censored] internet for a year now. We tried upgrading ours from 100GB to 500GB. The only change we get is we can have internet for a whole month, that's nice right? But we can't even use the [censored]ing internet because of how slow it is to just go to youtube or search in google. Hey the globe has a fix for it! Buy this new monitor, this time it actually works!

I saw that you change the amount now to 1299 from 1699 for your globe at home internet just a month after I applied. That leaves a bad taste in my mouth. You deliberately let me install instead of letting me know that there would be a lower amount for the product just after a month.
This is a scam so I can apply for the more expensibe one rather than the lowered amount. This is unacceptable. You really suck big time globe.

Pleasee please nakikiusap na po ako sa inyo. Nawawala po ang pera ko when i used their bank transfer feature. 1520 to BPI pero hindi po ito nagreflect. I tried to different atms pero wala talaga.

I immediately contacted GCash Care. Sent them my concern while we were in emergency room thru email and fb chat. They're not doing anything after i told them over and over the purpose of the money. It was supposedly for hospital bill. Sana naman po dito matulungan nyo na po ako mabawi yung pera ko.

MY DAUGHTER IS IN THE HOSPITAL I NEED IT TO PAY FOR OTHER FEES. PLEASE TAKE THIS IN TO YOUR PRIORITY. THANK YOU SO MUCH!

* Details of your concern

I have just sent funds to my BPI savings account earlier and found out that it wasn't in my account. I sent 1020php and 500php on the same account. I used to do it previously and was successful. How do I get back my money?

* Your name. Leira Manarang Aungon
* Your mobile number [protected]
* Date and time of transaction: (Php1000) 2019-May-24 7:38:18 PM (Php500) 2019-May-24 7:40:03 PM
* Mobile number of the recipient BANK TRANSFER TO BPI
* Amount sent: 1520.00
* Reference ID (from your SMS) Ref No. [protected] and Ref No. [protected].

To whom it may concern:

Re: Request for cancellation of my Globe post-paid Internet subscription
Account number: [protected]
Mobile number: [protected]

I don't understand why my very simple and straight forward request is turn out to be complicated.

Please let it known that I subscribed the above service for my children, who are studying in the Philippines (Baguio City). As the current school year is concluded, they will be joining me and their father here in Jeddah on 31 May 2019 until 31 August 2019 thus nobody will use the system within these periods and it is quite unreasonable to pay PHP1000/month without usage.

All I want is to terminate my current post-paid subscription due to a very valid reason but we are already undergoing so much inconveniences and incurring unnecessary expenses due to your so many requirements. We already wasted so much time and efforts for such a simple request.

My daughter traveled all the way from Baguio to Candon, Ilocos Sur to personally cancel it with my electronic authorisation. Globe-Candon requested her to print it along with our signed passport copy which she did. After submitting to them all their requests they again instructed her to e-mail to globe_assist@globe.com.ph attaching all the requirements, which I did although I am at work. Today I received a reply e-mail them acknowledging receipt of what I sent and they further instructed me to call 02 730100 (0063 2 730100) which I again did (overseas call). One of your agents replied and after telling her my request she transferred my call to the customer service (as she described it). I was put on hold for the longest time and then my call was off. I spent SAR50 for this call with no success.

My daughter call the same number and she spoke to a certain Joemar who told her that Globe can temporary disconnect it for 3 months while Globe Candon told her yesterday that temporary disconnection is only for 1 month ...very confusing!

All these we have to undergo? My intention is suppose to be temporary cancellation of my post-paid subscription until 31 August but now I want to cancel it completely.

I am no longer in a position to call again, please cancel my subscription without delay, I already complied to all your requirements and I see no reason why it is not being done!

Your immediate attention and action to this matter is hereby enjoined and appreciated.

Yours sincerely,
Marilou

Marilou B. Ballacillo
Accounts Officer
Dr. Darhouse Medical Centre
P.O. Box 488, Jeddah 21411
Kingdom of Saudi Arabia
Telephone no. : +966 [protected]

They cut off our internet connection without notice. We're paying bills on time and even advance, sometimes. How the hell did you cut it off giving us various reasons? It's the 4th day tomorrow and they're not even attending to our concerns properly. We're paying, but your service is so bad. Worst. You know that wifi is very important yet you cut it off without proper reason and notice.

transferred 1500 amount from Gcash to BDO. Did not reflect sa bank. Gcash customer care chat (messenger) is not helpful at all. please check our conversation. I am not assured that my problem will be fixed. Sobrang slow in responding, unbelievable. Sana ayusin nyo ang system nyo para kampante ang mga customers nyo. This is the second time that this has happened to me. If this happens again, i won't use your service anymore.

You know first of all I dont understand why you make such dumb policy without even putting it on the promo that this "unlimited surfing" isnt actually unlimited surfing, you know how [censored]ing annoying and dumb it is that you pay for unlimited then later on it stops cause of some policy, why the [censored] do you call it unlimited in the first place if you will just "slow it down" not even slow it down its like theres nothing, like [censored]ing hell owner wake up how [censored]ing dumb are you [censored]ing all you see is money not service so [censored]ing [censored]hole.

Wll19050026285 request number
Globe rep are so lier. Should i say nambubudol to get the cx buy in
Ive been making a lot of phone calls regarding with this request. Unfortunately globe rep sucks. All theyre saying was file a ticket or escalation to expedite the request but nothing happen. Ive been a cx for 6 yrs but im not happy with the service and globe has poor cx service.

Registered for supersurf (unli data) but it has capping and my my internet slow!
*call Cust care for 1st time talked to chess and says that he will transfer me to sup but transfer me instead to que for more than 10mins!
*call for the 2nd time talk to eloe! She successfully transferred me to sup!
*talked to sup named TIM! he said what he can do is cancel my registration and will wait within 24hr for the back of the load!
-sup said where wasting time of him!
-sup interrupt me when im talking!
-i ask for someone higher than him refuse twice
-sup put me on hold when i said dont!
-sup let me wait more than 10mins not even going back to me!

Hi there,

Good day.
Firstly, I bought a load yesterday thru my gcash account and this was the output :*(P20.00 prepaid credits was loaded to ur mobile# [protected]. Trace No: [protected] 05/04/2019 08:31PM.) But then when i check the balance this is the result*(Hi! Your load balance as of 05/04/2019 08:39 PM is 0.50, valid till 05/03/2020 08:32 PM. You have 0 texts to all networks. Thanks!).
Please fix the issue if you have technical problem. I also need a refund in return.
Second concern is all about the sim card that i am using, i bought the phone with a free sim card, the problem is, the sim card is not new, worse it was used before and home credit keeps on sendimg me a reminder about the payment of that previos user. I am mot really happy with the inconvenience but i would really appreciate if you will fix the problem. I'll be glad to continue using your service and will still continue using the sim card since the number was registered in gcash account if you can sort out the issue.
Your response is highly appreciated.

Salve Polinar
Globe user

Goodevening to you good office.
We really need your help.
I would like to request for cash pullout from someone.
Honestly its not really a complain but we cannot look for areas or number or agent to call.
May you please please assist me. Coz my sister has been scam.
She sent 30000php as bill payment thru gcash to cell number [protected]
Can you please pull out that money and return it to my sister [protected].

We will really appreciate if our money will be back...

The reference number of the transaction is [protected]

Please contact me.
CJ Angeles

[protected]

I registered to your GoSurf50 promo with the peomising 1 gb of internet data + 2gb of Youtube and an additional 300 mb for freebie on 1:29 pm, today, May 4, 2019, Saturday. However, the only thing that I received is the 1gb of internet data. I waited until 7 pm to see any progress, but to my dismay, nothing happened. I already flooded your facebook page with messages but none of your crew has taken noticed of me. I restarted my data countless times to see any difference but still none.

I have clipped some screenshots of my recent balance and as you can see, there is no 2 gb of Youtube and 300 mb for freebie. I really, REALLY WOULD LIKE FOR YOU TO TAKE NOTICE OF THIS. Contact me on this email [protected]@gmail.com if ever you have the conscience to take action. Thank you.

Last April I called customer service and requested for the reconnection of our account. I was advised of a turn around time of two hours. So I waited for four hours but still the internet connection was still not back. That was the time that I called the hotline to follow up on the promised reconnection. An agent(girl) catered my call and advised me to please wait on the line so she can make a follow up on the request. To my surprise, I was transferred to a new agent and was informed that I was transferred to the postpaid department. I was then transferred back to the broadband department for my concern and it was there that I filed a complaint for the girl who transferred me to the postpaid department. A supervisor(Ace) handled the complaint and said he made a report for the said incident. Today, I made a follow up on the said report but an agent advised me that there was no reported incident.

(Hi! As of 2019-05-02 15:45, you've used up P1595.03 of your P201.00 spending limit. Once your call, text, and data usages exceed your spending limit, your outgoing services may be temporarily disabled. For Globe Postpaid, monitor your unbilled charges via MyAccount at www.globe.com.ph/myaccount. Data charges may apply.
For Globe myBusiness, you may dial *143# on your Globe mobile and choose MyAccount.
For Globe Business, please call the hotline at (02) 730-1288.
Spending limit is the maximum amount you can use for services and other subscriptions outside of your monthly plan.)

GLOBE texted that above message today. In fact in the morning I am already complaining about my extra charge of 800 pesos. And tonight I am charged with 1500. I didnt even use mybglobe here in australia. It is on roaming signal for me just to received texts from the philippines. I am using my optus sim here in australia. Why am I charged with this unexplained charges I didnt even used?

Im zhieds from pangutaran sulu, im complaining about the signal access here in our place is almost a month have on and off no service. And straight 1week no service. I have a globe postpaid plan that I cant use regularly andi pay my bill but it seems I cant consume my load due to this problem. And almost half of the population here in our island is a globe customer. Please we need an immediate action regarding this matter. Thank much

I would like to escalate the following individuals who handled my concern. My name is perry diana braun, I have been using gcash a lot since I really think the service is helpful. But having experienced the terrible customer service yesterday. I wouldn't refer gcash to any of my friends. Not only that, I will discourage anyone to use the service for huge transactions. It is unsafe, the customer service is horrifying and the lack of follow up really pisses me off. My number is 0975*, I transferred to my ucpb account friday night 11:13 pm. The money was deducted from my gcash account and upon checking my atm it wasn't credited in the other account. I called gcash saturday around 1 am. I was able to talk to supervisor clint ztm01908. A ticket was created by his agent 4455148. I followed up the next day and was able to talk to supervisor len ztm06443 she promised that melvin (agent) will call me 11 am to 12 nn to update me regarding my concern. Monday morning around 11:50 am, I didn't receive any update from melvin so I called gcash again (third time). I was able to speak to multiple agents namely michelle ztm578573 3:30 pm, ella ztm07682, patrick ztm 03294, rhaine ztm 01586 12:46 pm, mae ztm 07075 11:40 am, shane ztm 075587, mary ztm 06653 12:04 nn, lito ztm 03296 and supervisor brian (the most unprofessional of them all) ztm 01905 12:20 pm.

Let me start by saying that i've called gcash 11:50 am until 6 pm and got zero results. Supervisor brian asked me to hold on the line for 2 hours to wait for the man call of group lead yvonne which I never had the chance to talk to. Lito (agent) asked me to wait in the line for 1 hour and half actually almost 2 hours to wait for the so called "client meeting" of operations manager emma.

My 2800 php was missing. It is not as if I just lost 100 php to not care about it.
I hope that you review each and every call and every person who handled my inquiry. Your name is being jeopardized by these unprofessional employees that you put on phones to represent your company. I called globe customer service hotline to ask for an email so I can lodge an executive complaint. This is something that higher operations or even the owner should know. I want these people to get what they deserve. Without a second thought, they would hang up on customers with legit complaints since I guess for them it is already usual.

Globe customer service sucks! Do not ever transfer money thru gcash!

Do not use gcash service at all.

The worst nightmare experience with GCash customer support started when my cousin transfer money amounting to 3000 pesos to my GCash account.

April 24, when she transferred money and she received an SMS confirmation that it was successful, the time was 12:06 PM. When I checked my messenger, the confirmation indicated that the transaction has been cancelled and time was 12:06PM as well.

With the worry that the money will not be sent to me, I asked the sender to call GCash and she said that the Consultant she has spoken with advised her that within 30 minutes she will be receiving a call advising about the reversal of money as it has already been taken out from her account and was not successfully transferred to my account. Unfortunately she did not receive a call back.

Then I had to call the GCash customer support and talked to Consultant #1 Lyka, who advised "Ser, i-escalate ko po ito sa support team rest assured po na ang issue naten ay mariresolve within 24 hours, here's the Ticket #440-6725"

I waited more than 24 hrs and apparently nothing happened.
I called again April 26, 2019 and Consultant #2 advised that the issue is already under review and will have to wait for a feedback again and will also do another follow up to the Support Team- Consultant said that the only thing they can do is follow up. Puros pasensya lang naririnig ko, sabi ko kahit maliit yung pera, kelangan ko kasi pambili ng medicine ng nanay kong bedridden :(, ang sagot saken Sorry po wala po kame magagawa, antay lang po tayo sa feedback ng support team.

Then with no hope na mariresolve ang issue, I had to wait for another 24 hours. Pero nakalipas ang 24 hours, wala pa ring resolution. Nakakapanghina to be on the phone ng napakatagal and you're not getting any resolutions.

Obviously yung money nawawala kasi di natransfer saken successfully pero nakuha sa account ng sender.

Then I have to call again April 27, 2019, consultant #3 said that "Nagfollow up na po, ang feedback pong nareceive namen is under review na po ito wait na lang po tayo ng update within 24 hours" UNACCEPTABLE! Pambili ng gamot yung pera. :(

Then I asked for a manager and talked to VON, siya lang ang nagiisang Program manager sa GCash Callcenter sabi nya saken "Sir, magsisend na lang po ako, ng email sa support team follow up feedback po sa kanina" Sabi ko, "Von ginawa na ng mga consultant mo yung ginagawa mo, please give the money back, pambili ng medicine ng nanay ko :( " Pasensya na po Sir, I can't do anything about it" UNACCEPTABLE! How can the manager say na I can't do anything about it! :( I was on the phone for almost two hours! Sabi ko kay Von, hindi mo pwede sabihin saken na you can't do anything about it because you are a "Manager"! Cge Sir tawagan kita pupukpukin ko ang support team namen sa follow up na gagawin ko via email.

Then I waited for a callback, fortunately at first he called me back, then he said, "Sir e- Unlink mo po ang GCash messenger mo, the link mo after para lumabas dun yung button na i-claim yung money" Then I did what he had advised me, nothing happened. Then he advised me to send a screenshot of my messenger GCash account to support@gcash.com. Then sinunod ko yung sinabi nya. After that tinawagan nya ulit ako after 5 minutes and second call advising me to send a screenshot of the sms confirmation the sender received after the transaction and the screenshot of the messenger notification that transaction was cancelled, the sinend ko ulit sabi nya callback ulit sya sa akin. I waited all day for a callback pero wala na.

April 28, 2019 I have to call again, then Consultant #3 advised that the manager is not available. She said that she will make a follow up because the feedback from the support team is still showing "under review". Sabi ko bakit under reveiw pa din at wala pang result, simula April 24 and the turn around time was 24 hrs anong petsa na" Pambibili namen ng gamot ng nanay ko yung pera.

I waited for almost an hour -call got disconnected then have to speak with a Supervisor because the manager was not around.

The worst nightmare experience with GCash customer support started when my cousin transfer money amounting to 3000 pesos to my GCash account.

April 24, when she transferred money and she received an SMS confirmation that it was successful, the time was 12:06 PM. When I checked my messenger, the confirmation indicated that the transaction has been cancelled and time was 12:06PM as well.

With the worry that the money will not be sent to me, I asked the sender to call GCash and she said that the Consultant she has spoken with advised her that within 30 minutes she will be receiving a call advising about the reversal of money as it has already been taken out from her account and was not successfully transferred to my account. Unfortunately she did not receive a call back.

Then I had to call the GCash customer support and talked to Consultant #1 Lyka, who advised "Ser, i-escalate ko po ito sa support team rest assured po na ang issue naten ay mariresolve within 24 hours, here's the Ticket #440-6725"

I waited more than 24 hrs and apparently nothing happened.
I called again April 26, 2019 and Consultant #2 advised that the issue is already under review and will have to wait for a feedback again and will also do another follow up to the Support Team- Consultant said that the only thing they can do is follow up. Puros pasensya lang naririnig ko, sabi ko kahit maliit yung pera, kelangan ko kasi pambili ng medicine ng nanay kong bedridden :(, ang sagot saken Sorry po wala po kame magagawa, antay lang po tayo sa feedback ng support team.

Then with no hope na mariresolve ang issue, I had to wait for another 24 hours. Pero nakalipas ang 24 hours, wala pa ring resolution. Nakakapanghina to be on the phone ng napakatagal and you're not getting any resolutions.

Obviously yung money nawawala kasi di natransfer saken successfully pero nakuha sa account ng sender.

Then I have to call again April 27, 2019, consultant #3 said that "Nagfollow up na po, ang feedback pong nareceive namen is under review na po ito wait na lang po tayo ng update within 24 hours" UNACCEPTABLE! Pambili ng gamot yung pera. :(

Then I asked for a manager and talked to VON, siya lang ang nagiisang Program manager sa GCash Callcenter sabi nya saken "Sir, magsisend na lang po ako, ng email sa support team follow up feedback po sa kanina" Sabi ko, "Von ginawa na ng mga consultant mo yung ginagawa mo, please give the money back, pambili ng medicine ng nanay ko :( " Pasensya na po Sir, I can't do anything about it" UNACCEPTABLE! How can the manager say na I can't do anything about it! :( I was on the phone for almost two hours! Sabi ko kay Von, hindi mo pwede sabihin saken na you can't do anything about it because you are a "Manager"! Cge Sir tawagan kita pupukpukin ko ang support team namen sa follow up na gagawin ko via email.

Then I waited for a callback, fortunately at first he called me back, then he said, "Sir e- Unlink mo po ang GCash messenger mo, the link mo after para lumabas dun yung button na i-claim yung money" Then I did what he had advised me, nothing happened. Then he advised me to send a screenshot of my messenger GCash account to support@gcash.com. Then sinunod ko yung sinabi nya. After that tinawagan nya ulit ako after 5 minutes and second call advising me to send a screenshot of the sms confirmation the sender received after the transaction and the screenshot of the messenger notification that transaction was cancelled, the sinend ko ulit sabi nya callback ulit sya sa akin. I waited all day for a callback pero wala na. Binigay nya sa aking Ticket number is #4405931. Panibagong ticket number.

April 28, 2019 I have to call again, then Consultant #3 advised that the manager is not available. She said that she will make a follow up because the feedback from the support team is still showing "under review". Sabi ko bakit under reveiw pa din at wala pang result, simula April 24 and the turn around time was 24 hrs anong petsa na" Pambibili namen ng gamot ng nanay ko yung pera.

I waited for almost an hour -call got disconnected then have to speak with a Supervisor because the manager was not around. Very unprofessional and disrespectful people.

I was able to speak with a Supervisor named Jeff, sabi nya ang gagawin nya is magi-email sa customer support for follow up kasi wala din naman daw sya ibang magagawa. "Ser this is clearly a system Glitch from our end sa GCash, kaso sarado po ang technical team na gagawa ng adjustment, bukas na lang po" Hindi ko po kayo matatawagan pero rest assured po, guaranteed na mababalik na yung pera" I-endorse ko po kayo sa ibang supervisor para tawagan kayo bukas ng 8AM-9AM, kasi day off ko po.

Then I waited today April 29, 2019. No callbacks received from supervisor. Tumawag ako sa Hotline, nakausap ko si Consultant #4, "Ser as per latest update, under review na daw po, wait na lang po tayo ulit" UNACCEPTABLE! Sabi ko bakit naman ganun? Then consultant said magpafollow up na lang po ulit ako sa Support team namen. Nanaman. Diyos ko! Kelangan ko pera pambili ng gamot ng nanay ko.

I got disconnected. Had to callback and ask for a Supervisor, sabi ni Consultant #5, wala daw available engaged daw, 3PM na..then fortunately naitransfer ako sa Supervisor named ARA, then Ara advised me the same thing, paulit ulit na follow up gagawin, di pa maibabalik ang pera sabi ko kelangan yung pera maawa na kayo kasi pambili ng gamot, then replied, "pasensya na po talaga Sir" then I had to ask for the manager Von. She said nasa meeting. I waited for so long, and put me on hold for more than 30 minutes the cut off.

Then I called back, si Consultant #6. I asked na itransfer ako kay Ara. Sabi nya umuwi na daw si Ara. Sabi ko sa kanya "Ha iniwan nya ako sa linya naka-hold tapos umuwi na pala sya" then consultant advised "Pasensya na po Sir" Sabi ko please connect me to Von your manager, sabi nya d daw available kasi nasa meeting.
"Hold ko lang kayo Sir ah, check ko ulit"

Then pagbalik nya "Ay Sir, si Ara po nasa meeting, sabi mo daw po kasi willing ka to wait" Iniwan ako naka hold sa linya pumunta sya sa meeting na di ako inaadvise :( nagaantay sa wala then nadisconnect di ako tinawagan. Hopeless na ako. Sabi ko I will wait until matapos sila sa meeting..

Nakahold ako sa line for almost 30 minutes and the line got cut off- no callback ulit. Hindi na agad ako tumawag. I waited for 2 hours na may tumawag, kasi ang advise saken after the meeting tatawagan ako ni Von.

6PM na wala pa ring tawag, tumawag ulit ako sa hotline. Consultant number #7 advised me na walang available supervisor kasi nasa meeting ang iba engaged sa call and I have to wait na lang ng call ng manager, kasi nasa meeting daw. :( nawalan na ako ng pag-asa, GLOBE and NTC i need your help

Client Number: [protected]
RUEL BONTO
Give the money back please- I need compensation of this nightmare.. :(

To Globe Corporate Management,

Please be advised that I have filed another complaint against your organization with the NTC on the following:

1. Serious Data Security Breach
2. Denial of Access to Billing Information

For 2 or 3 instances, your organization did not directly send me my Globe bill (PDF file) through my email. Instead your billing service sent me an email advising me to access my bill though a procedure I did not agree to (please see below).

---

To access your bill, click on the button below and wait for the one-time verification code that will be sent to your registered mobile number 906*****11.

View Bill Now

You may view, save, and print your e-Bill using Adobe Reader. Click here to download the latest version of this software.

---

This is a clear violation of my consumer rights on the following points:

1. I did not agree to the above-mentioned procedure to access my bill.
2. I have never ever owned a current phone number starting with 0906.
3. I had already sternly warned your Customer Service team to directly email my bill as a PDF attachement. Yet, your CS team still blatantly ignored my warning.

Please be strongly warned that any data security breach is an international criminal offense which results in immediate prosecution of the offending entity. The penalty is a hefty percentage of your company's gross income.

Let it be known that I will not withdraw my NTC complaint as this is a serious offense which cannot be corrected by a simple adjustment of email settings. Your company violated my privacy my instructing me to send information to an unknown number which would allow access to my billing information. That is incompetent, inexcusable and unforgivable. You will, under penalty of law, cede to my non-negotiable demand of compensation from your current gross income from 2019.

I already won a major moral victory against your company on a previous NTC complaint. I will definitely make sure you will learn this costly lesson. Not only did you violate my right to privacy, you also lost me as a loyal paying customer. I demand a just financial compensation for this criminal offense.

Sincerely,

Omar Vicente