0 Replies Latest reply on Oct 24, 2017 11:52 AM by zanne

    I´m writing this complaint out of frustration with GLOBE.  We have applied for a P1,599 worth broadband plan with Globe on Sept.3, 2017. Originally we did it online however when their technicians went to our premise, they have declined to connect the line

    zanne

      I´m writing this complaint out of frustration with GLOBE. We have applied for a P1,599 worth broadband plan with Globe on Sept.3, 2017. Originally we did it online however when their technicians went to our premise, they have declined to connect the line for the reason that we are too far from their main survey box. They added that they have a quality team and they might lose their jobs if they will force to connect our internet. However the following day, the technician was calling us, asking if we really need the internet because if we do, they will connect the line and we just have to pay for the over span worth P1,300. Since we really need it for work. We accepted the offer. The following day, a Globe agent (named James) went to our house claiming he was sent by their technician for us to reapply because the first order we made has been already cancelled. So we reapplied for the same plan but this time it´s under my brother´s name because they won´t allow us to reapply with the same name. They said it will be an express connection and that it should be activated w/in the day. The total amount they were asking us to pay was P2,899. P1,599 for the broadband plan and P1,300 for the over span. Our money was P3,000 and they said they don´t have any change so we just gave them the change as a tip. We even served them snacks thinking they were very helpful. We were very happy because the internet really worked immediately however it only worked for a day. It got disconnected after. Since then, we have been contacting the agent almost everyday and they were giving us different reasons every time. We tried going to a Globe store but they declined to help us and have referred us to their customer service hotline. We have contacted the customer service hotline countless times. We have spent long hours on the phone, been given different time frames for our service to be reconnected, been promised call backs that never happened and have been hung up on by their customer service representatives every time we express our frustration. We have contacted all the people from Globe we though who can help us. We tried talking to the manager (named Ryan) of the agent who went to our house but he was not in any way helpful, he was very rude and was blaming us for what happened. He was even pointing that it was their agent´s fault, not theirs and that we have to continue on contacting the agent instead. He even said straight to our face that they don´t owe us any refund because it´s written on their receipt that it´s not refundable. We´re waiting for almost 2 months now just for them to activate our internet connection. We have given them more than enough patience. We just need the service activated. We are not asking for something impossible. We have given them our hard earned money immediately when they asked for it but they haven´t provided the service they promised. Instead they have given us a lot of emotional and psychological stress. We were also forced to spend money on prepaid internet while waiting for them to activate our internet. I hope someone will take ownership and help us with this long going saga that we have with GLOBE.