Sun Cellular / Digitel Mobile Philippines
Reviews and Complaints

Here is my experienced with sun cellular. My line was cut since june 21. I've paid my balance amounting 1, 900 sometime in august (But even after payment my sim is still disconnected). I even paid for june to july cut-off. Which is actually the 31st month (Lock-in period is 30mos only & take note I still have no connection).
And until now, they won't allow me to fill-up for account termination. They kept on telling me that I have to wait for a call from someone first. But 4 days had past, no one from sun called.
And sun cellular is continually billing me for unused service (Disconnected parin nga eh)!

Sun cellular has the poorest customer service, whenever you have complaint, expect for no action.
But try not to pay bill on time, csr won't stop calling, texting you.

I first contacted loyalty hotline near the end of feb. i requested for my service to be upgraded to sun 999 + 800 and get a samsung note 4. After processing the request the agent confirmed the plan i want. After a few days i contacted them and was adv that it was approved. I went to sun shop farmers plaza and was told that the one i was approved was just for regular plan 999. I contacted the hotline again and got it reprocessed. i went to sun shop farmers again and was told to submit POI. I contacted the loyalty hotline again and was able to obtain an email address where i can send it to, i sent the POI and called back the next day and was told that it was approved. i confirmed that it was for plan 999 + 800 amortization and was told that it was. I went to sun shop alimall and was informed that it got declined even showing me the message in their system. I called the hotline again and was told that there was no update yet by a certain "SANDY". I requested for a supervisor and I was placed on hold and when she went back i was informed that there was no supervisor available since they are in a meeting. I asked for her employee number and she told me that they had an issue with their system and cant provide an employee number yet. We ended with her promising me a supervisor callback before 5pm. After more than an hour waiting. I called back and around 4:45 i was able to talk to someone who introduced herself as "MAFE". i asked if there was a note on my account regarding what transpired earlier and she only told me that the only one she see is regarding approval. She also said that she is not seeing any feedback yet regarding the upgrade. I requested to speak with a supervisor and she placed me on "HOLD for 20 MINUTES" she went back and told me the same story that the supervisor's are in a meeting and there is no one to take my call. She confirmed that their operating hours is until 5pm. I then asked for her employee number and she provided "SG15036" and i asked for the name of her direct supervisor. She then disconnected the call.

they conducted and investigation and told me that my complaint is invalid. I know what happened and i'm not a liar. i made sure they conducted another investigation and what happened was they where listening to a call last feb when its clearly stated in my complaint that im complaining the agents on march 3rd. after the investigation and proving that im telling them the truth they told me that the agents will be dealt with and wont divulge their process.they also asked me what type of compensation can they give me to make up for the inconvenience. after a couple more weeks of waiting and telling me that they will call me back which they only did around 2 out of 10 times. they finally said that it was approved with one condition. they will give me the compensation but i need to have my account under auto charge. if it wont be in auto charge then they wont be giving me any compensation. this rebate is for the inconvenience that they gave me and they still have the nerve to give conditions. this is not what you do when you inconvenience someone and you want to make up for it. you put customers in a disadvantage/ unfair position.

Sun Cellular is a poorly operated company with equipment that is not able to perform at levels suitably satisfying to consumers. The best way to battle companies like this is through their corporate wallet. People need to learn to use their power over companies that provide little to no service to their customer base by dropping their service. OK so you will have no cellular or internet service. Well it appears that the service you are getting is just that anyway so why pay for nothing.

hi guys, my prob po ako under sun. feb pa po ung last payment ko. and
ngaun, ginugulo ako ng legal office magsettle daw ako ng 15, 660php ano
po dapat kong gawin? ginawa ko po, pumunta po ako sa sun cell.
dhil nka appear daw sa accnt ko is for disconnection na. and ang advice
skin ng cashier is to apply for reconnection for less payment. ginawa ko, nagbigay ako ng
1k for initial payment. and maghintay daw ng mail or call from sun kung
magkano daw ung bbyaran ko for reconnection... please, i need your help
guys. ang sb nmn ng legal office, wala daw pakelam ung sun cell kung masira ung name ko. ako naman ginagawan ko ng paraan dhil ayaw ko nga masira ung pangalan ko. pero hnd sa paraan na gusto nila.grabe, 15k san ako kukuha nun? and one more thing, hnd pa tapos ung contract ko, then ibibgay na agad dun. and hnd man ako rinemind bago ibigay s legal office ung accnt ko. ano ba naman un? do i have the rights na magmatigas? and ipilit ung side ko?

I am a regular subscriber at sun cellular... more than 3 years now and 2 years solid for the broadband service. My dismay comes this december wherein my broadband speed wend down... i dont know what is the reason behind but large part of it will be network related.
i dont have problems with my pc. I am also a computer IT, so i guess i know my pc is ok..
i have called their customer service more than 10 times i think.. also my relatives are calling for help. the CSA's were very kind and accomodating. Be thankful that you got very good human service attitude in them. but your products are NOT! i haven't seen any improvement yet and i was trying to reach their big bosses to find this out and do some heck of a fixing... This is business and you should know your business of what is going on from the bottom not just on the top, just looking for the bottom line of your financials...
know where you are getting your salaries from... come think of it.. we are lovers of your product. but like i said.. in relationships... if someone gets tired... it will look for another one. Just speed up your service...

I called their customer service hotline to dispute a charge on my bill. They charged me php 495.44 for 1 second call. The call was from singapore to philippines. I told their cs that I can acknowledge the call if they noted the actual call duration. Their per minute roaming charge is php 70.00+ and they are claiming I talked for 7 minutes. I cannot accept that because how would I know they did not just divide that on the amount showing up on my bill? And why will they put 0:1 on my bill if it lasted for more than 7 minutes. Up to now, I have not received any resolution. I have been their customer since may 2010 and been paying my bills on time but they cannot give a courtesy adjustment even if it's their fault.

I have been a sun subscriber for almost 3 years and my plan is bundled with a broadband. I decided to go to sun shop at SM Centerpoint branch last April 24 2012 to cancel the broadband to reduce my plan cost since i do not go online anymore when i got home and just renew my phone plan. So on that day i went there for 2 reasons DISCONNECT the existing broadband line and RENEW my phone line. After several months when i got my bill from them it still shows there that the broadband IS STILL EXISTING AND NOT CANCELLED. I went back to talk to their customer service to see what happened. It ended up that the previous STUPID representative who helped me last April 24 only processed the RENEWAL of the phone line and NOT THE DISCONNECTION OF BROADBAND.
They advise me to just pay what is in on the bill and they will just reverse me for the charges? what a hassle! I hope digitel and suncellular knows well how to train thier people and not be stupid by not processing a legal request from their customers.

here is the attachment of the CUSTOMER"S COPY - REQUEST MODIFICATION FORM as a reference that I cancelled the BROADBAND on the said date.

I hope higher management of sun cellular will see this and take actions also for you guys out there to be aware how CRAPPY the service of SUNCELLULAR/DIGITEL Telecommunications Phillipines is.

I’m not a sun cellular subscriber but for most of the time I have received prank phone calls using sun numbers. It really gets annoying when people do that and when you check their numbers it’s mostly sun numbers.

I just hope that there is a way to track down the people who buys their sims or subscribes to their services because I really do hope they aren’t using your services or numbers for prank calls.

I have been using Sun Cellular Postpaid mobile for one year and suddenly, I realized that my account has been charged with P1200. I was confused because I have not used the phone that much for the past one month.

So, I called up the customer care and I was told my account has been charged with P800 for data uses through GPRS! I was shocked because I have not used the GPRS service! I complaint about it and later I was told that it was some technical issue on their side and they will return my credit.

But they did not, and the monthly bill was reflecting the same amount. I again complaint about it and then, they told me that the charges were accurate and it was due to my data uses. I told them properly that they have earlier accepted that it was technical error so, why are they telling me that it was accurate all of a sudden again!

That is just not correct and I want to report it here so that proper action is taken and my credit is returned.

I had been a Sun Cellular subscriber for over 5 years. Last April, I received a text message saying I can claim a loyalty phone again when the 2-year contract expires. It means I will get a brand new phone of my choice, and renew my contract for a locked period. I chose a Nokia C3-00. Since I have a P600 plan, the holding period was shortened from 30 months to 24 months. So he gave me the phone and I was happy.
Then came the problem. Halfway through May, I received a text saying my account has reached 70% of my credit limit. I was surprised because I am a regular payer, and my average consumption is only around P800-1000 a month. My credit limit is P3000.
I called customer service and they confirmed that I have data charges of P1400 in the latest bill, and more in the unbilled charges. WHAT!? I asked for a reversal. I am positive that I did not use this service. After several exchanges of emails and 2 phone calls to a call center (called once at 3PM, asked to speak with a supervisor, the agent said they do not have one), still the charges were not reversed.
I have read from several blogs that similar instances happened to them; would opt to cancel the account but since I just renewed, I would have to wait for 2 years.
I seek help from anyone - NTC, Digitel management, media - to help us subscribers be cleared away from this scam.

Network always busy or no signal, even missed calls are billed, sunhotline always busy also, suncellular will just cut off your line if you reached your credit limit without warning. The worst provider I"'ve known.

Sun Broadband Wireless Modem purchased in Sun Shop Cattleya Condominium Makati was refused replacement. The modem does not function on the laptop of the buyer but according to Sun shop it functions when they test it. The complaint is the buyer cannot use the modem in his computer thus it should be remedied by the shop. They have not given it a solution and when asked to refund the item since it still is intact with its free load P180, they said it does not belong to them anymore and is the problem of the consumer that it cannot be used. Where do we go to complain so that the modem can be used or replaced? The item cost P1, 890.00 and they have not even recommended to check the configurations of the laptop of the buyer so that it will work with the modem that they sold.

Heres the scenario..we browsed at least 3 to 4 hours of internet using a postpaid Sun Cellular Celphone as a modem in my Laptop. I am a subscriber dun sa plan P 350.00/month nila with a credit limit of P1, 500.00. We were charged P 11, 900 pesos, just opening web pages like yahoo, youtube, and cartoon network website.. their reason Per Kilobyte daw ang charges nila sa interntet access..I WAS ASKING KUNG SAAN YUNG CONTRACT na pinirmahan ko sa kanila but the girl from their office told me that during the time I signed a contract, wala daw naka state dun na per kb and magiging charge nila sa akin kapag mag aaccess ako ng internet and wala daw at di nya makita ang contract ko sa file nila. So I asked for a blank contract para makita ko how they charge internet access and found out na they charge (if I ca recall P20.00/ 30min. not the 0.25centavos/kb they were charging me. A letter from Sun Cell came, stating na pag di daw ako nagbayad THEY WILL SUE...I called and was called by their respective office employee from the network and my problem was not clarified, so I waited...after a month, a letter from their private lawyer sent a letter saying I have to pay the charges plus damages and etc. amounting to P26, 000.00 +. I responded to the letter using a lawyer quetioning the validity ang legality of these charges, up to now they didnt yet respond.. If anybody who has legal means to inform me if I have a fighting chance to this nightmare please send me an e-mail, any help will be appreciated..my e-mail add [protected]@yahoo.com