1 Reply Latest reply on Jan 9, 2017 1:22 PM by jhaybrio

    EXECUTIVE ESCALATION

    albert.fungo@gmail.com

      hello  good day

      I called 3 weeks ago to report n nakarecieve ako ng text from 2151 na nasubcribe daw ako sa isang game, i called sabi ng rep na that was a third party subscription(for a game), then i was able to speak with a supervisor and create a report case to block and stop this charges and subscription, supervisor call me back after a week (sunday,jan1) to update me about the charges and to waive the charge since they cannot waive it since its still unbilled so we need t have a cb after my cycle ends(dec26), but I NEVER recieved a callback from them. I called back to check the status of the case and they were told me that its already blocked, BUT a day after nkarecieved n nmn ako ng msg from 2151 na nacharge n mn ako for a subscription for a game, I called globe and they confirmed n nacharge na naman ako for another 50php but they cannot waive the charge since its still unbilled but they waive the billed 50php for the previous week n nacharge ako.but inassure n nila n naclosed n daw ung report case at nablock n lht ng third party,but after a week w/c is today nakarecieve n nmn ako ng msgfrom 2151 n nacharge n nmn ako for subscribing a game n HINDI ko gnwa, i called globe again but the rep told me na ganun talaga sir  automatic daw n mccharge ka 50php from 2151 kht d ka nagsubscribe once mkarecieve k ng msg from them, at wala daw silang control dun(i recorded the call to have  a proof). sbi ko its u na nagccharge ng amount sa bill nmin paanong wla kaung control, sabi nya ganun dw tlga, sabi ko thats insane n hahayaan ko the entire subscription ko sa inyo mccharge ako 50php weekly, so i ask for a supervisor, rep told me wla daw available supervisor LAHAT nasa meeting, sabi ko imposible n wlang available na supervisor, he placed me on hold for roughly 10 mins pero alam ko di nya ko hinold kasi wla akong nrrinig n background music at naririnig ko sila sa background ayt may nagatawanan at nagbubungisngisan pa nga,malamang nagmmute lng si agent, bumalik sya sa phone after thta telling me na inaapproach n nya ung supervisor at ayw mkpg usap sa kin ng supervisor iconnect daw ako dpat sa specific dept o rep, sabi ko bkt? I even ask for the rep first and last name and employee id pero hnd nila binibigay dhil bawal daw, sabi ko ilang beses nko tumawag at lahat ng nakausap ko from very beginning even a supervisor nagbibigay ng first and last name at employee number pagdating sa knya bawal daw, I ask why anung reason, sabi nya basta daw bawal ay ask again for a supervisor but over and oer ganoon ang scenario, pero napilit ko syang magbigay ng first and last name at employee id but i hope tama ung nakuha o at hnd nya lang pinulot kong saa juat to pacify me,

      rep name is alberto mcaraeg,employee id ZTP02055, I asked again for supervisor,same reason,same scenario,hanggang sa umabot ang call ko more than an hour. Walang nagyari sa concern, I hope this is not the way globe handle there customers' concern. Im planning to visit your corporate office if I need to, maresolve lng ung concern ko, at mareport lng how horrible ung experience ko sa customer service representative