I just got a new plan last JUNE 8. At the globe center, the representative told me that I can just modify my plan (use peso value for combos) at home. Since there were a lot of customers at the center, I realized it might be easier to do over the phone.
I got home, still on June 8, and called the hotline number. The agent tried to process my request but an error kept occurring. She said that modifications can only be done AFTER THE CUT-OFF PERIOD, which in my case happens to be exactly on JUNE 24. So the agent told me to call ON JUNE 24.
JUNE 24 -
Called the hotline number. The agent kept experiencing an error AGAIN. I asked if I am really allowed to modify my plan on that certain day and the agent said tha I certainly am allowed to do that and that the system should allow her to do that. The thing is, there's this error that won't allow her to push through with the changes. She escalated the issue to whichever team handling system errors. I was PROMISED feedback either on JUNE 25 or 26 at 8 PM on both dates. NO CALLS, NO EMAILS RECEIVED.
JUNE 26 -
Called the hotline number. The agent said that the NEW SYSTEM only allows modifcation of freebies / boosters within 15 DAYS BEFORE the cut-off. If I wanted to modify my plan, I would need to call on JULY 9 to request for modification and the changes will take effect on JULY 25.
Basically, I was not able to experience the promised CUSTOMIZABLE PLAN from June 8 up to July 25 (almost 2 months) because I WAS MISINFORMED, CHANGES WERE MADE WITH THE SYSTEM AND THE INFOMRATION WAS NOT DISSEMINATED, AND THE AGENTS DIDN'T KNOW WHAT THEY WERE TALKING ABOUT (THEY WERE PROBABLY MISINFORMED AS WELL).
Technically, I can still use the peso value to make calls and send texts. The thing is, I got a GLOBE plan because I can customize the value I get from the plan so I can monitor my usage. The plan supposedly is I can limit the amount of texts I send and calls I make because I have a predetermined amount of texts or calls. This is the promise GLOBE made in every commercial / advertisement that they show the public. This is what I have been deprived of in the first two months of my subscription.
So my question is - WHAT WILL GLOBE TELECOM DO to compensate for the inconvenience? What should be done to the agents who gave wrong information which resulted in me having to wait for another month before I can modify my plan?