Globe Telecom
Reviews and Complaints

Very poor customer service they don't know what product they have and they are working with, i'm asking for someone that can help me with the situation asking her (athena the customer service representative from reconstructing department) she cannot hand the phone to her supervisor or manager because there is no one available on the floor to speak with.She can't also transferred the call to other department instead she advised me to hang up the call. That was very disgusting experienced with globe they cant even help us and they do not know that they are saying their customer!
i am postpaid user but still they not provide good customer service!
sucks globe!

For several months Globe has been supplying a poor internet service to my home p.c. I live in Tagum City Davao Del Norte and I have been informed by Globe nothing can be done as the signal mast is a long way off from my area for good reception.
Now to find I no longer have any landline service is the last straw!
The situation is now so dire I am looking for another internet supplier whom I can rely on to supply a reliable service.
I have had Globe internet for over 5 years and am reluctant to leave for another supplier so I am requesting a technician from Globe come to my address and fix these problems.

Good day!
I would like to file a formal complaint to a very poor customer service of globetelecom. Who handles support for gcashaccount.
First time I call 2882 was last May 11 2018. to verify if its possible to unlink a phone no. to gcashmastercard and link to the new phone no. At first the transaction was smooth the first rep give me a reference no.[protected] with TAT of 3-4 days.. So I waited for the said tat. after that I called back again and ask for an update the 2nd rep stated that there is no responds yet from their support she will follow up it since it was already due to the TAT. I said i'll call back again for an update.. And here goes my agony started today is June 1 2018, its been 21 days since the day I first call but there is no resolution yet. In total I spoke to 10 representative including two supervisor. I will not post their names but I will forward it if needed. They give me two reference no. [protected]/[protected]. base on my experience I can say that the customer service is very poor. They give me false info. not accurate info. not meeting the tat time given, providing 2 ref no since the first one was not processed due to wrong templates, giving assurance that my card will be link today bcoz there was only a delay due to system issues but when I confirm it to a supervisor there is no system issue during that time, other rep give me steps to call *143# and follow the steps to link my card which she knows very well that it cannot be link coz it was not yet unlink to the previous no. which simply means that they don't know what they are doing. And they do all thier means to finish the call faster and escape the issue. Other rep said I need to verify all my gcashacct in order to proceed the linking proccess. How come I need to verify again? when I know that my account was fully verified and has done the KYC process. My gcashmastercard was activated a year ago. it was happend that the simcard associated with the phone no was lost, so I decided to link it to the other phone no I have which is GCASH verified already. Even I know that my GCASHacct was fully verified, still I follow the steps I go online to proceess verification, and the rep from verification team under messenger replies that the acct is already verified.. The rep of globe is making fool of me. I called back again ang the rep said she will resubmit the report and again giving me another TAT and theres nothing they can do with my account. A supervisor also said that he will give me a call back on monday morning since they donot have support during weekends, but then no one calls me. I ask firmly if its possible to Link the masterrd to the new no. and they said yes. but its already 21days and nothings happen.. I know how to follow the rules and acept the TAT provided while they are proccessing my request. but giving me false info is not good. everytime I call I wait patiently for the que 20mins before a rep can answer, after that they will only give me false hope and infos, or even put me on hold again becoz they dont know what they are doing. Im a subscriber since 2000 my family also uses globe but this situation is a mess. even a supervisor dont know what they are doing. Im not rude im just upset. later today im will call back again and for sure will experiencing the same process. I hope you will keep in touch with me and help resolve this matter.

First tried calling their hotline 730-1010, and got an automated response to call their hotline 730-1010. Huh?! Then when I finally get through, they ask me to confirm the plan, the name etc. everytime I call for a followup (called 3x and 3 different reference number). Suppose to call back within 24 hours...no one did. It's like talking to a robot that does nothing! Finally the agent calls back (and acts as if nothing is wrong because the reference begins with ANL so not his dept). I emailed and texted and called the agent I first spoke with, but it all goes to the generic lines...until he finally called. Poor customer service.

i ordered an additional line yesterday and the rep mentioned i can get j2 prime as a free handset for plan 599. i was already home when she texted me that there was a mistake that there was a 2500 cashout or i can upgrade to 799 plan leaving me with no choice. she still proceeded and activated my line without my consent on being charged 2500 for a cheap handset. if i knew from the start i never would have ordered it. own the mistake of your rep.

Nakakainis lang kase i am supposed to have 3days unlimited all day internet. Just for clarification, hindi ito Gosurf 50. 1st day lang nagamit ng matino. Nakakainis lang pagdating ng 2nd day wala ng internet. Para lang akong nagpaload for go surf 50. I loaded 100pesos. And i didn't even have the chance to use half of my load. What a crap. Lagi ako dinadaya ng globe when it comes to my internet. Laging kinakain. Or minsan kahit hindi ko pa nagamit ung mbs, hindi talaga ako makaconnect to the internet. Parang gago lang diba. Nasayang lang ung pinangload ko.

So I need to write a formal complain for this issue I encountered yesterday regarding your globe broadband service. My internet got disconnected yesterday may 14 2018 even the bill was settled. What I did was called your customer service and check what happened. It was disconnected due to unpaid balance for the cut off on april. It was clearly stated on my billing statement that my due date is every 2nd of the month. However last april 17 I called customer service because my line got disconnected due to netflix subscription that I did not subscribe (the charges was waived) and as per the person I talked to I don't have any balance and wait for my may 12 billing statement to check if the netflix charges has been waived and pay my bills. I was under the impression to pay my bills before the may 12 billing period so I paid my bills may 11 2018 amounting to php1300. May 14 218 my internet got disconnected for no reason and when I called your customer service they said that I was due to unpaid bill. At 8:08pm (may 14) I talked to adrian donna (zetl5210) and advice me that he needs the last four digits of the receipt number at that time I don't have it handy so I decided to call back. Around 8:40pm I called again and talked to julie ann mirones (ztcmo6074) provide her the receipt details. I requested to her that I need the internet as soon as possible as I was working at home due to bank holidays. Julie ann advises me that my internet will be reconnected after 2 hours. After more than 2 hours of waiting and resetting my modems still not connected so I called again for the 3rd time!? I immediately look for a supervisor and was transferred to supervisor ian aguilar (ztcm0424) and tell again the issue for the 3rd time. Surprisingly they don't have the record of my second call request and it was only a billing inquiry. I was so upset and frustrated and disgusted about the service as I was waiting for more than 2 hours resetting my modem like an idiot and doing it for nothing. So I requested ian to escalate the issue to have my internet back as I need it for my work and I was advice that I cannot have the service until 10am the following day. The supervisor was very unhelpful that I need to ask questions all the time to resolve the issue. He don't listen he only hear what I was saying and setting expectation not providing solution.

There are deliverables from my work that I failed to do on time and cost me too much stress and frustrations. Adding insult to injury I need to go out at 11pm and look for an establishment that has wifi spend money for me to be able to send my deliverables at work. This experience has cause me to feel like your policy is simply to "pass the buck" onto someone else time and time again until there isn't anyone at the end of the line and the poor customer will just deal with his own frustration and get used to it. This should not have been an issue if globe customer service people performed their job right in the first place. I understand mistakes happen and things can't always run smoothly as planned. However, what I don't understand was the lack of customer service I received last night and wrong information was given to me and seems no one would like to help. As a customer I felt disregarded and unvalued things could have been handle better. Now we are having hesitations to continue the service due to this unfortunate experience and even think of seeking for a legal advice.

Hope to hear from you as soon as possible and compromise.

You may reach me at my landline 7942966 (primary) 8am to 5am or mobile [protected] (secondary as my mobile signal is very bad in my area) number always unreachable.

Arden

Yesterday our telephone does't have dial tone and no internet connection. I restart the modem and check all the connection but still it's not working.

I called our landline and machine voice telling that "The subscriber you are calling is turned unit off or out of the coverage area, please try again later.

Could you please take action as soon as possible because we need internet and our landline everyday.

I just had my [protected]@Home fibre in 1899 plan installed last May8, 2018 around 3pm.
The internet connection was fast and great when the technician left the premise after they installed it, but on the next day it was gone. So i called up Customer care, infairness to Globe they have nice and friendly representatives so I did not get irritated on my issue. The sent a technician Repair Team to my house after 3days and tried to fix the problem they spent almost 3hrs trying to resolved the issue but they failed. I called up again the Customer Care and asked them the status of my internet connection and they adviced me to wait 24hrs and I did. After more than 24hrs nothing happened there's still no connection. I called up again the Customer Service and told them the situation, the Rep assigned another tech visit for the next day. Now I have to wait for another day and hoping that they can provide the service that I want. Its been 4days now since they installed my modem and i still did not have internet connection. I'm planning to CANCEL this service if up until tomorrow they can't fix it.

A certain Jeff Borja called me on May 4, 2018 using a mobile no 0917-7074946 introducing himself as a Globe agent specialist. He picked up my mobile number [protected] presumably from my online application for Broadband 1599 I made earlier at Globe website to upgrade my existing Broadband 1299 LTE (account no. [protected]).

He called me again on May 5, 2018 to inform me that at my home address Globe has allotted 20 mbps Fiber for 1599 (go big) package and he will call again after a credit check is completed.

I called Globe customer line 211 on May 5 2018 who confirmed that maximum service allotted is 5 mbps LTE not 20 mbps Fiber.

Again on May 8 2018 Jeff Borja called me asking for my evidence of my capacity to pay e.g. payslip, etc. Being suspicious I asked who is his supervisor and he mentioned a certain Miss Buenaventura at Globe BGC Mandaluyong.

I was inquiring for adding an additional line which is Samsung Galaxy S9 on Plan 2499. However the agent have told me I am not eligible due for the reason that my credit limit is not sufficient. I strongly disagree with her because I have been with GLOBE for many years and I found it unfair that they treat their loyal customer that way given the fact that I've always pay my bill on time. The agent have told me I can be eligible provided I can supply a credit card details to take the cash out amounting to P 24, 000. Seriously? To be honest I don't have credit card. But even if I do. I wouldn't do that because I have been with them for many years and it seems they don't trust me that's why they're asking me to provide them a credit card.

Despite of asking for a consideration they still did not grant my wish to apply for an additional line. But, Emily, have offered me the P 2, 711 and told me I can be qualified to get that on charged to bill (CTB). I told her I don't like the offer as it is out of my budget. Since Emily couldn't help me that time I asked her to pass me over to her supervisor and successfully spoke to Marry Ann MORALES. She told me the same thing. She confirmed to me that the agent was right I was not eligible to get 2449 unless I have credit card and I can only get the 2711 for (CTB) I asked her to explain to me the logic why is that so? She said because that's their process and I found it BS. To make it short I ended up the call because I didn't find the sense of their process at the same time I was not convinced to take the 2711 because it's way too much for my budget.

May 03, someone called me from Globe Sales at around 12:49 PM and told me I was already approved for the plan 2, 499 i told the agent to call me back at 1 PM because I was at work that time and was doing something, but the agent didn't bother calling me back.

Today, May 6. I called up and speak to their sales about inquiring for the call I received and same concerns, and was told that I am still not eligible to get the 2, 499. At this point and time I understand and accepted it coz i realized to take the 2, 711 instead. SURPRISINGLY I was told even that I am still not eligible to get. WTF! I've been screwed by GLOBE. I asked the guy I spoke with that I was told by Emily and Mary Anne that I could be eligible for that. But he didn't believed me so I asked him to put me over to his supervisor and I was excited that I spoke to Mary Anne again and hoping that he would tell me that I am eligible for 2, 711 because she even confirmed and offered that to me too on May 1. But hell, NO! She told me I am not. I told her that she was the one I spoke with before and offered me that on CTB. She then came up with many unacceptable reasons. I was pissed off because she was not consistent with her statement and I found it very bad customer service.

So here's everything.

We (my husband and i) called again last april 25, 2018 to globe csr, (we were calling every month but this time it really ticked me off!) we talked to julia landiva. We were complaining again about our data service which is the worst of all. I did cut my service long time ago bec of poor service then I thought u guys have upgraded into a better one so I applied for a new plan but its the worst amongst all telecoms. I should've known. Now my main problem is your customer service representatives. You know what? I hate promises unfulfilled. All of em are liars! Giving fals info, making a lot of workarounds, making us wait for how many hours-wasting our time. This julia landiva promised me an adjusment (which I didn't even asked) in compensation with the poor service I am experiencing, which she never fulfilled.

So, april 27, 2018, we called again. We talked to kimberly fernandez, the worst of all. No emphaty at all, doesn't know how to listen, telling you guys doesn't have a supervisor when I asked for it? Its bull right? At first, she said the sup is engaged in a call, later on she told us again that its her dayoff, then finally she mentioned she already logged out. I mean wtf? Is she making us stupid? Please train her more. To be more empathetic, more knowledgeable, more honest! And to the resolution, at first she said she can't do it. But bec im so persistent, she told me it'll take 24 hours. But I know thats wasn't right cuz the last time it was immediately done. Later on after 2 hrs of arguing with her, she just did it. Instantly 💯✔ lol wtf?! She is really something. Liar!

Im getting sick of u guys. Please don't hire incompetent csr cuz they are the frontliners of ur company. Ur customers are the reason why ur company is still standing so u guys should treat us well.

One thing I am sure of. Im never getting any more plan from u. Not again to this stress ur giving me. U guys suck! The service is bad, then ur csr's are aggravating it. Oh well. Smart is way far better. Its even cheaper.

Fyi, I haven't been asking adjustments, your csr's are offering it in compensation with the poor service I am experiencing. Ayusin niyo serbisyo niyo at umayos ang mga ahente ninyo!

Im so disappointed, unhappy and unsatisfied!

Your customer service sucks! Puro misinfo! Kung may signal lang dito sa ibang provider di na kame magtitiis sa inyo! We've been with you guys for how many years now and consistently paying my bills. Simpleng update lang ng plan di nyo magawa. Wtf! Tawag ka ng cs, w/in 24hrs then after 24 [censor] hours wala na naman, tawag na naman, same old [censor]. We feel stuck with your stupid company!

Arrogant workmates and manager. Wala pa kong one month sa globe store as customer service representative, pero walang maayos na training sa katulad ko na baguhan. Everyday utos ng katrabaho minsan hindi mo na alam kung sino ba talaga manager! Paano ko malalaman at matutunan kung walang maayos na training. Badly need a proper training as customer service representative!

Good day.

I'd like to file a complaint regarding one of the staff of sm baliuag bulacan globe telecom branch on counter 1 last march 19, 2018 around 12:30pm. I think she was the youngest female employee. A male customer before us had also been so angry with her.
My father and I waited for an hour to ask for an lte upgrade on tm sim card. We provide 2 valid id's as required. She asked several questions like last load, last promo availed, or last pasaload. We tried to answer everything to the best that we can. Since we don't save every text and everything we availed by text, we can't answer everything. We asked if there are other measures or way to make up into proving that the sim was ours. She answered in a rude manner everytime and kept telling us in a tone that she won't upgrade it. Honestly, its okay if the sim cannot be upgraded. But she isn't friendly and rudely answered or used a sarcastic tone. I know its free and we aren't paying for it but at least tell us in a nice and kind manner. Not use a sarcastic answer. She also asked us the last number being called. We have told her everything on the date she asked unfortunately the number she wanted to hear wasn't mentioned. We provided every number and date including the time except we don't have the same number.. She told us she won't upgrade everytime in a sarcastic tone and like telling us that the sim was in us and we can leave. I've never been so angry in my life but I refuse to shout or make a seen. And didn't talk with the manager.
Even we aren't paying since its just an upgrade, she should treat a customer nicely. We waited an hour and a half, and the least she can do if not upgrading it was use a kind words to tell us that she can't upgrade if not with complete answers as a requirement of globe and it wouldn't be a problem.
Thank you and regards.

On feb 23, 2018, I made an overpayment to globe amounting to p10, 000.00. I am supposed to pay only p1, 499.00. After less than an hour, I called globe and advised them that I made an overpayment and requested, thereafter, for a refund. I created an email request for our proper documentation. Thru phone call and email, they advised me that upon posting of payment, they will process the refund. February 26, 2018 when it has been posted. Afterwards and until now, refund is still in process despite the fact that they committed that refund will be processed within 5 working days. I made a series of follow ups (every day) but their answers are all the same. Mr. Jay roda, ms. Pontia macalinao, mr. Jaymar ramirez promised me that case will be settled as early as or before march 16 but until now, it is stille pending. It has been a month since it was pending and only today when during the pendency of refund, they deducted my monthly billing from the amount supposed to be refunded without asking me if it will be okay since we do not have such agreement. Now, I presumed that they are prolonging the refund until the amount to be refunded will get exhausted. I told them that it is so urgent and I need it to be refunded immediately but they make delays and negligence on their part. Ms. Nova marquez is also very rude that im still talking with her and she ended our conversation.

Upon reading numerous complaints and found similar cases, please dont let globe do this repeatedly.

To globe telecom
Fr: rossana tiu
Celp# [protected]
March 20, 2018

Dear sir/madam
I would like to make a complain regards konsultamd subscription. To make things clear, I do not subscribe to this product and please, cancel and why with charges according to mr alfie abdula, of operation wellness representative at globe tower (accdg to his designation)

Yesterday march 19, 2018, mr ryan patrick of globe 79880 talked to me about this product but I told him I cant commit cz I need to consult my daughter first. Wasnt this clear enough that im not committing to this subscription? And pls when I call today march 20, 2108 to question the msg I just got today, saying that im now subsbribed to konsultamd. After talking to alfie abdula, he said I subscribed n to cancel without charges, needs further approval! Wow, I think this is crazy! Im a long time subscriber of globe telecom, pls be kind and honest to me. If this matter wont resolve, then ill terminate my account.

Account nr. [protected]
Mevr. emmalu berendse rabutazo
St. therese homes. pilit cabancalan. mandaue city 6014 cebu philippines.

We have a internet and landline connextion by globe, plan 1299. every week there are problems whit the connextion. on monday the internet is always terrible. rest of the week the connextion is not stable.. on/off. last monday and tuesday hole day no connextion. its very frustrated to always ringing the globe for this and you see no results in beter internet. when go globe deliver a table internet?

Job order: [protected]
No dialtone and internet in our area from oct-dec 2017 due to system enhancement.
From dec-jan2018 we experienced an on-off dialtone and internet service. And now from jan29-up to present still no working dialtone and internet due to system enhancement. I personally spoke to the techinician assign in our area and he told us that the problem needs to be cater by a different department coming from globe telecom head office since the defect is in the main box and recurring because of old faulty wires and parts that needs to be replaced. No reliable action has been given since october.
I hope you can address this concern or else we will be obliged to report this to national telecommunications office.

An add on feature 55 minutes for other networks for 279 was added on Aug 2017. I am overseas for 4 years now and went on vacation last feb to march 2017. There was no way I could have added this via your call center. My mom, 65 yrs. Of age who uses this phone has been receiving sales calls from your company offering upgrades. They were told so many times that I am not in the country. I spoke with one of your online chat support, Feb.19, 2018. They confirmed the date it was added and said it was only I who could make the changes on the account. They said the charge was valid since it was a call and was charged on the bill. It has been removed but was informed that it would still be charged on the upcoming bill. There was no investigation done on my account. They just said it is valid. I will be waiting for your response within the next 24 hours before I take the next step.
Account no: [protected]
Mobile no.[protected]
Account Name:Roxanna Mondonedo

Thank You,
Roxanna