I have dealt so far with recontracting 24-month lock up period plans for 3 of my families line of service and this is what I believe: priority shuld be given to Loyalty costumers who still stick with the crappy customer service that Globe provides for it's customers. This being said, the recontracting department feels like they don't coordinate or take note of previous calls or read notes place by prior agents who has already spoken with customers about recontracting.
The recontracting department should prioritize Loyalty customers. PERIOD.
My aunt called Globe recontracting department to get the Samsung S4 on the 1799 plan. They asked her to pay her outstanding balance which was only 2499 and have her call back 3 days after the payment was posted to her account. 3 days later, she called back. She spoke again with another agent and told her she would be able to recontract her line but the stock for the Samsung S4 was minimal. They asked her if she would be willing to wait about 5 business days. She said, of course. The agent advised her they would call her ASAP when stocks were available. A week goes by, and no agent has followed up. Again she calls Globe. This agent tells her that she needs to send new proof of financial capacity. Like hello, my aunt's credit limit is 2700 and her old plan was 2499. She is now downgrading to 1799, so shouldn't that be enough?
She emails them them her latest credit card statement and back up documents such as bank statements and remittances. It takes Globe another 4 days just to reply, and they told her she would be receiving a call from a Customer Investigation agent the following day.
It has now been 15 days. And the CI states that she is approved and has to wait for the delivery team to call her to schedule a time of delivery. No type of a call was made to my aunt. 2 days later (Day 17), she follows up with Globe and they escalate the concern and DO NOT GIVE HER A REFERENCE NUMBER. So she waits again, 2 more days. And calls one last time. But this time, to cancel the recontracting. The agent automatically gives her a reference number stating her application for recontracting will be cancelled.
The next day, Day 20 she goes to a Globe store with me and makes sure her active postpaid line gets cancelled. The agent tells her she can cancel this postpaid number and apply for a new line of service. My aunt wasn't willing to do that, since she already had her active number for 2 years and it would be costly to her and her contacts if she changed it. But, she decided that she would give it a try.
She applied for a new postpaid line, gave all the documents needed for the application and was told she would be contacted in 1-2 business days. The agent called her the following day at 1030AM and said she was approved! HOW MUCH BS IS THIS?!
If she was able to cancel her plan quickly and apply for a new plan with a different number why on earth wasn't she able to just recontract easily? Again, I state - RECONTRACTING FOR LOYALTY CUSTOMERS SHOULD BE PRIORITIZE. IT DOESN'T REALLY MAKE SENSE TO ME, EVERYTHING IS SO REVERSE.
So what's your take on this? My current lock up period will end this November 6th and with the hassle that my family went through, I'm just thinking of cancelling and applying for a new line since it would be so much easier. BUT, the only downfall would have to be again, the switching of a new number.