Sun Cellular / Digitel Mobile Philippines
Reviews and Complaints

I subscribe to Giga Video+449. The expiry of the load is on the 26th of july, 2022. But i was not able to connect to internet.

We have a group plan (3 numbers) subscription of P999 since 2007. We get calls for renewal annually for a couple of years and changing phones as for the renewal of sibscription. A few years back we dont receive anymore reminders for plan renewal but we still continue to pay the subscription. We are good payers for the plan.

But since Sun dont have a strong signal on provinces one number is already inactive for almost 5 years. But the other 2 numbers are still used from time to time for calls/text.

My bills for the last 2 years are just at P1000-1200. Came April 2022 may bill reached P2000+, I was surprised but still paid the amount. The following month my bill is at P3000+. I asked for what happened and they said there are data charges. But the number they are referring is the number that we dont use anymore. The sim card is at an old broken phone that is never ipened for years!. I paid my due and the agent filed a dispute on this.

I also asked for the subscription to be terminated but they said wait for the dispute to be resolved. I received a text confirming mg issue was resolved.

The following month my bill is again at P2400+. I went to settle it again this time Insisted on terminating the subscription. My bill now is at P3700+. I dont understand this because the only active number now is one number and is not use for anything, even text or calls. It is only used to receive messages but not outgoing service.

I still paid my due and insisted on terminating the subscription and just asked for one number to be made as a regular/prepaid number.

We are long time subscribers who didnt receive any incentive from this subscription and now they wont settle the bills right and overcharging the supposed plan subscription.

My father, the account holder, died. It's been 2 months since we have requested the change of ownership from my father to my account. Until now, they are not changing it. We have sent the requirements such as the death certificate, IDs, and statement of accounts.

Below is my email dated January 7, 2021 which until I didn't received any feedback from Sun.

Good afternoon Ma'am/Sir,

This is to raise my concern on how your personnel treated your customers. Kindly be informed that sometime in December 16, 2020, a certain Bea of Sunshop Tacloban City, Leyte requested me to submit a marriage certificate in compliance to the pending renewal of my postpaid plan. She told me that within a week it will be processed including my preferred unit i.e. Huawei Y9s. However, from December 16-20, 2020 I failed to receive either call, text or email regarding the availability of my preferred unit in relation to my renewed plan. Hence, sometime in December 20, 2020, I inquired Sunshop in SM Fairview Quezon City if it is possible they can process my pending renewal in Tacloban Sunshop but I was advised that they cannot override the pending transaction in Sunshop Tacloban City. I emailed her again on December 29, 2020 inquiring about the status (email attached) but failed to receive a response from her. Just today, I requested my wife to personally inquire the status on my renewed plan but we were surprised, she cancelled my request for renewal on December 18, 2020 when in fact, I was just requested to submit the marriage certificate she requested for on December 16, 2020?

Is this the kind of employee you have in Sunshop Tacloban? How come she was acting like that? You will be losing customers if you will take action against her. She did not even bothered to respond my emails or texts with her. I could not imagine why she is still working in your company.

Below are my emails with her. You can verify that. I hope whoever will receive this email will not act like Bea also.

Thank you

ENGR. DALMACIO RUEL S. TOBIAS
CP# [protected]

I have 3 Plan in Sun Cellular P300 fix rate. Lately, I have noticed that I always have a previous balance in my statement and my latest bill becomes P600.00. I called three times the customer services and I told them these incidents. They verified my account then they told me that when the number is redirected and reconnected the system doubled the charges on my account. So I contested this for many times because it is not right that I will pay for the additional P300.00 that in fact my plan is fix P300.00. The customer service told me it is systems error. So, meaning I will pay for that systems error? How come... and they told me its valid.. How come that it was valid? systems error is valid? I requested for dispute and the customer service told me that there is no assurance that my request will be granted. I wont pay for that Systems error. The sun cellular must adjust these systems error and never charge to client.

This is to complain regarding on the matter of not giving enough consideration in the monthly payment during pandemic as against with the Government's mandate of payment specifically stated in RA 11494- Bayanihan to Recover as One Act. This is placing the trajectory in prejudicing the rights of its Client when the possibility of payment is subjected to extra ordinary conditions. Their act is so harsh on the part of their Client as no notice was served in the immediate termination of the contract and on the bare reason of delayed payments.

+[protected]
My number with sun cellular doesn't have data for 2 months. (aug10, 2020)
They keep on asking for payment but they are not giving me enough service.
I reported this many times thru hotlines 200 and sun shop and smart center
But still they don't mind at all. Haist. I'm too tired to followup with the every way possible.
Sun shop marikina
Smart edsa shangrila
Smart center sm megamall
Hotline 200

always no signal

Company name: Sun Cellular Philippines (Prepaid)
Date of incident: 26 August 2020
My Prepaid Mobile number: +[protected]
I have accidentally subscribed for 299.00 pesos non stop surfing promo good for 30 days because I was guiding my friend on how to subscribe for the non stop surfing promo becaise she bought a new simcard and phone. As I was guiding her on the phone to click subscribe, I accidentally clicked subscribe as well on my phone for non stop surfing. I didn't want to subscribe because I wanted to subscribe for the unlimited call and text promo. I have spoken to the agent yestertay and she couldn't do anything about it so I asked to speak to supervisor, I was on the phone for over 1 hour, she keeps putting me on hold and I waited for the supervisor but they couldn't give me any. They promised to call me this morning at 9am but I didn't receive any call. I called customer care again and promised to call me back but they didn't call again. I just want the non stop surfing subscription cancelled so I can register it for unlimited call and texting. Sun cell cannot do anything about this human error. An agent I have spoken to with the ID: ct852 and his name is Al is not also very helpful and declines to get me a manager. I would say Sun Cel is ready to take all your money but they can't even resolve any customers concern specially with this case when people makes a mistake. They keep on saying they don't have tools to cancel my subscription and they can't do anything about it.

Desirable resolution: cancel my non stop surfing subscription from 26 August 2020 for 30 days and I request refund for 299.00 pesos or register me to unlimited call and text.

For about 2 weeks now, Sun Cellular has suspended my plan's outgoing calls/ texts and data services. The reason is supposedly exceeding the credit limit of 1, 500 pesos. Sun claims I must pay outstanding charges amounting 1, 900+ pesos per my bill period June 7 to July 6, 2020 to restore the service.

The problem is I have 2 payments that should be reflected in that bill - - one c/o my credit card (via auto-debit) on June 11 and another on June 25 via online banking transfer. These two payments total about 1, 874 pesos. If my outstanding bill as of July 6 is 1, 900+, it means either:

a) The 2 payments were not deducted in that bill or
b) I unknowingly racked up about 2, 900 pesos in charges within a month from June 7 to July 6 (which is unlikely since I am a responsible spender who is mindful of my expenditures when or before I incur them)

The compounding problem is that I have not been able to check the accuracy of the bill. First, because despite being enrolled in e-statement service, the pertinent bill is "not available for viewing". Second, I have not able to call the Sun toll-free number 200 because even such service is suspended.

In short, Sun Cellular is twisting my arm. They are forcing me to pay an amount without fully knowing what for. Suspending the services is understandable. However, suspending even the toll-free call to their services so the customer can raise his concerns and have them addressed is absurd. It assumes that the customer is always wrong.

One can always argue to just pay the bill and settle any concerns after, especially with the relatively small amount involved. This is less difficult to do if one trusts the company. Or to just terminate one's plan, that is, if only one can keep one's post-paid cellular number.

I was sent a test message from someone from SUN Cellular from this number [protected]) which read:
"Hi this is Hash From SUN Gaisano Talisay. We would like to inform you that you may now claim your loyalty phone at our shop for your retention. Thank you."

I went all the way from Talamban to Talisay with the excitement to claim my new phone just to be told that I have to upgrade my contract so that I can get the new phone. I had to travel for more than 2 hours and even had to brace through traffic because all I had in mind was a new phone. I was so disappointed to hear what the lady across the counter told me. Arrghhh! I did not want to upgrade my plan just to get a new phone! I am quite content with the current plan I have and would want to stay that way.

I hope that SUN Cellular can do something about all the inconvenience this has caused me. It was a total waste of my time!

Sincerely,

Amylene Sy
[protected]

With regards to my account No. [protected] (Mobile No. [protected], it was January 2019 when I started to complaint about the internet connection for my sun broadband at Sun Cellular service center in Megamall, but unfortunately my concern was not addressed, I was referred to Smart but because my postpaid plan is under Sun Cellular, I was then instructed to return/refer the problem to Sun Cellular.

February 9, I returned to Sun Cellular Service Center, again to complaint about the services I'm not getting for my Sun Broadband Post paid... this time this was recorded by your service representative and was given a service reference number (sorry I can't find the ref.no.) and follow up thru you hotline was done.. you can check this out to your records. This April when again I return to Megamall service center.. my concern was not address which prompted me to buy new unit of smart broadband... I requested to kindly check and make necessary adjustment to my account since I have no internet connection for three months.. This month I'm expecting that there will be adjustment but the problem is that Instead of adjustment, I am receiving text messages that I have a balance of P2, 500+...

Plan Type is SBW 799 with bundle for postpaid account number [protected].

Requesting to kindly check my billing concern coz it will be unfair for us consumer receiving and paying the services which was not delivered to us.

Hope for your immediate action on my concern.

Thank you.

NANCY N. DESCANZ

I just want to complain the SUN Cellular they blocked my data signal on which i register on their data promo costing 200 peso (TU200) I am using their prepaid sim for how many years and i already experience two times of data blocking at first it was resolve but this time it already took a week but still it was not fix i do not think it is fair because i paid for the service but they just let me use the data for only 24hrs but the promo was entitled to be use in 30 days i register on april 7 before lunch then the data signal was blocked april 8 after lunch, i already tried calling their customer service and file a written complain attached by my ID on their Sun shop but up to now they do not do any action that is why i try to contact you.
I am hoping for tour kind considerations!
Thank you!

- Registered TU200 on April 5, 2019 but was not able to avail the unlimited chat and facebook
- Contacted support on April 7, 2019 and was told to wait for 24 hours however no update.
- Called back on April 8, 2019 and was told that they can't do anything until the investigation is completed.
- This is not acceptable! I paid for the service in which i was not able to avail. I was told that possible reason is that over used of DATA. I am a TU200 user for more than a year already and my DATA is always turned ON with no problem. This is something to do with your system!

APRIL 3, 2019

SUN CELLULAR BILLING ACCOUNT
QUEZON CITY

To whom it may concern:

Dear Maam/ Sir ;

I am Editha Kasbaryan writing this letter regarding my complaint about my bill problem since last August 2018.
I am Sun Postpaid Subscriber for a very long time, I am glad and happy to use your network ever since.
My problem was when I travel out of the country last August 2018, a big surprise for me that my bill was above my Credit Limit. As far as I know that when I reach my credit limit Sun will cut off my cellphone network or signal. I didn't ask any roaming in Sun Shop, I go to Sun Shop here in Cebu to file a complaint on my concern. But they said I can not solve my problem.
They send a message to your office, but no solution. I talked to the hotline but still no solution .
If ever you contact me on my postpaid number my sim has a problem when I return to the Philippines.
Maam/Sir I am helpless regarding my problem how can I negotiate about it? So please help me with my problem.
I am asking from your good office (Billing Department ) for any consideration to reduce/decrease the total amount of my account so that I can pay.
I am willing to pay for an installment basis.
So please help me with my problem.
Hope to hear from you soon in any communication (phone [protected]) or through my email [protected]@yahoo.com )

Sincerely Yours,
Editha Kasbaryan

Last time I accompanied my husband to claim his loyalty phone, the customer service representative who assisted us acted rudely. While my husband was paying for his monthly bill, I ask her if I could inquire about my loyalty phone too since I am a postpaid user as well (I was asking nicely). She responded ok and told me that she will verify it after she assisted my husband. So, I responded Ok. Everything went well except that when I was already talking to my husband and was telling me that he is going to give me his loyalty phone. Then I respond to him saying that I will inquire first if I have a loyalty phone too (so that in case, I wouldn't have to take his phone). That time she responded rudely in a high tone saying that "Pagkatapos ni sir i-aasist ko kayo para naman magkaroon din kayo ng sarili niyong cellphone!". I wasn't talking to her! But even if I did, that's not the proper way to repond to a customer. Plus she was obviously acting/trying to get to my nerves (as if teasing me). I don't know why she did that. I wasn't even a bit rude to her! Please instill discipline to your customer service representative. She is not being approachable and it's like I'm the one who should adjust to her standards.

I am a prepaid user of sun.. Recently bought the sim and used the sim once or twice. They have just blocked me on using my internet since ive excessively using their service into which i failed to used at first. Now i dont have any data connection and they are refusing to reconnect it. I need to go to so much trouble before i can get back my service and what i paid for.

account [protected]
i just receive a text " Total charge to date has reached 100% of your Credit Limit. Outgoing calls, SMS and data are barred. We recommend the full payment of 1, 725.03 immediately."
but i already paid for this and until now hndi padin naaactivate yung load ko pag tumatawag ako sa customer service nyo laging sinasabi pinoprocess palang. pwede ko bang malaman kung anong exact date maaactivate yan. nakakainis na eh. please paki ayos na thank you

Accountt# [protected]
Account Name: Loreen Osorio Sarmiento
Billing Period: Aug 16 to Sept 15, 2018
I am sending this complaint after two calls to your hotline #200. It's been two weeks since I called in my case and two customer service agents (Trisha and Gab) already looked into this. Unfortunately I'm just given the "wait" response. Hence, I'm writing this to reinforce my complaint and hope to get a more sensible response.

Here's a screenshot of the erroneous charge in my bill - http://prntscr.com/kyt00e
My stand here is that I never sent these SMS and therefore I will NOT pay them. Here's the logical reasons I present:
1. I am based in Cebu since the '70s and I HAVE NEVER been to Africa (which is the sender in the bill?). On the specified date of Aug 21, I was in CEbu, working.
2. I don't have the number - [protected]- in my contact list.
3. [protected] is an international number. I do not send SMS to international or even use my phone for international calls because I have other tools like skype, messenger, zoom. Why would I call from my phone?
4. I have only one phone and this number [protected] has long been with me, making me a long time customer of Suncellular even before you were merged with Smart.
5. I have a landline at home but it is 2637230 and it doesn't have international access.

Therefore, it is so UNBELIEVABLE that these SMS would be charged to me when they originated from Africa! Whaaat?

My stand:
1. I did not send those SMS so I will NOT pay for them.
2. Please write off those charges of P479 plus vat charges.
3. Consider that there could be technical glitches or errors on your part.

I look forward to a response. If you will insist on your systems report and make me pay for the P479++, well I will NOT. I'd rather cut off my long term relationship with your company than pay for something I did not do.

I just want to let you know that you have a false advertisement when it comes to your TU200 offer. It says that I can get free fb on it but I can't even view photos on. I've talked to your FB chat support and what they've clarified was the TU200 has only 15mb/day for fb which was not mentioned on their advertisement. Plus the other TU's offer are good like TU60, it has a good fb connection. So How come you'll get better connection on a lower amount of load vs the higher amount. Tu200 is just a waste of money. I want my load back on [protected] so I can register on tu60 instead.
Contact#[protected]