We’ve been reading A LOT of complaints lately from subscribers in this community but lately, I’ve been hearing A LOT of complaints also from the people servicing our accounts. Of late, I don’t really know if Globe implemented a system upgrade or a downgrade or just how long this transition stage would last. It has affected even the most patient of customers (me) that even my posts in this forum get haywire. Some of the changes I noticed:
1. Seems that the system can only resolve one issue at a time. If one window (concern) is opened, another window cannot be opened or resolved unless the previous window is resolved by the very CSR who opened it or a higher authority or support team. Problem is, the higher authority or support team have their hands full on other things. Example : An activation of a new sim card cannot be done when a change of a billing cycle is scheduled on a certain date. They have to terminate the request for the change of billing cycle first before they can activate a sim card. There were ways to circumvent this in the past but the present system makes it hard to do so. Result- delay in processing of both requests.
2. Only certain transactions are given reference or case numbers. Reversal of charges up to a certain amount are not given reference numbers anymore nor any transaction codes. I was told that the reversals are made right away but still, the subscriber should be entitled to a reference point in case such was not done or just for mere documentation purposes. We would have to wait for our next bill for the adjustment record to be made.
3. For 2 months straight now, my International SMS was being charged on top of my unused consumables and just yesterday, it took my call of more than 2 hours just to reverse an amount of a measly Php 40.00 (P80.00 last month). I could just imagine how many people would not even bother to have that charge reversed and multiply that with the number of subscribers and we would not wonder why Globe gives out bonuses.
4. Again I stress out the vulnerability of the Globe Paybill online system where you need only the face information that you could see in any credit card to be able to use it to pay any Globe account. We have brought up that vulnerability in a meeting with them but until now, the vulnerability is not or preferred not to be addressed. Check http://community.globe.com.ph/t5/General-Discussion/Globe-Paybill-Fraud-Potential/m-p/17496#M627
5. Globe’s system is constantly down and the convenient excuse is that it is undergoing a system upgrade. Again, just today, (and how many times already in the past months) the upgraded system is down and I was told to call back after 2 hours and it would be even useless going to a Globe Business Center because, you guessed it… the system is down. There was a time this year too that Globe SM North would not want to accept my credit card payment because their system was down and I just had to elevate it so they could process it manually. Talk about efficiency.
6. I do not know how true this is but I was even told by someone inside that not all accounts have been migrated to the new system causing a lot of conflict and inconsistencies with the way each account is being handled. In case of disputes, a subscriber of multiple accounts could just cite out an example that was done in one of the accounts in order just to prove that it could be done with the other.
7. There are others but I would still have to validate whether they are attributable to the "upgraded system" or just simple inefficiencies like the postpaid application process, vulnerability of internet service systems which results in free internet forever being sold, delayed sending of statement of accounts, overlapping charges, etc. among other things.
Yesterday, I was told by the hot(line) lady who was accommodating my concern to trust what she was doing and I said, “I trust you and I know it’s not your fault… it’s your upgraded system I don’t trust anymore”.
I hope I am wrong with a lot of the things I wrote or the very least that Globe can do is to address this concern at the soonest possible time. We hope we can hear from them too as to the exact situation we are in, the steps they are to undertake and the timeline to address this concern.