3 Replies Latest reply on Aug 29, 2013 5:25 AM by ChitoReyes

    Why does your account specialists don't have access to my unbilled charges?

    JayBaratilla

      I tried to call to your account specialists about my unbilled charges since I want know how much left in my plan 1799 consumables but your agent seem too incompetent enough to not find solutions amidst her limited access.

      After your crappy system upgrade, there are a lot of new features that is unnecessary or a complete waste. You should bring back the unbilled charges notification or we can call it cheating. It's like a government with no transparency about when and how did you guys deducted charges in my account until it's too late.

      Also, how many times do you escalate a concern until it's resolved or at least processed. You can see in my account that I have number of cases already that are at least escalated 3 to 5 times until your supposed especialists processed it.

      Another thing is in your 211 hotline option where we need to enter our number first but when we talked to an agent, they still ask it. What's the use of that then? Just to waste your customers' time.

        • Re: Why does your account specialists don't have access to my unbilled charges?
          ChitoReyes

          My sentiments too as with a lot of subscribers.

           

          There have been assurances from the Customer Experience group that these things are being addressed and the ultimate goal is for the customer to have total control of their accounts whenever and wherever. As to how long or when this would be realized is everybody's guess and sometimes makes us wonder if Globe actually made a careful study on the repercussions the system update would have made once they have proceeded with it.

           

          Many of these practices have benn and continue to be questioned and though many in Globe have the sincerity and zeal to help, their efforts are sometimes curtailed by others who have other interests. I'm hoping that these things are corrected the soonest possible time.

          • Re: Why does your account specialists don't have access to my unbilled charges?
            Sheila

            The main purpose of entering the mobile number is to route you to the right menu (Postpaid or Prepaid). Globe doesn't have the capability yet to show agents the number you entered but this is part of the roadmap and will be available in the future.

              • Re: Why does your account specialists don't have access to my unbilled charges?
                ChitoReyes

                Hi @Sheila ... perhaps a check on the redundancy on the system would have to be done if your answer is to be taken...

                 

                When calling the Tald2Globe hotline, the following is the order of options:

                 

                1. Option for Instructions in English, Taglish or Visayan

                2. Option for Postpaid account, Prepaid account, Broadband account, Landline account

                3. If Postpaid, enter number

                 

                If the main purpose is to route us to the right menu, then Step 2 would have sufficed and Step 3 would just be a waste of time and effort or maybe a way of just entertaining the subscriber to do something while being queued :smileyvery-happy: