5 Replies Latest reply on Dec 13, 2013 8:59 PM by cmfloirendo

    Official Globe Statement on 3mn Postpaid Bill

      December 11, 2013


      We wish to clarify the issue concerning the mobile phone charges of Mr. Elmer de Guzman, a postpaid subscriber of Globe Telecom.


      We acknowledge that Mr. De Guzman did enroll in the Bridge DataRoamUnlimited promo last November 10, 2013. By enrolling in the promo, the subscriber would not have to pay the regular rate of P2.51 per 10 kilobyte of data. Based on our record, the subscriber data usage was at 11,139,210KB which would amount to more than P3million inclusive of surcharges and VAT.


      Unfortunately, based on our initial findings, the system did not apply the correct zero rate for promos on the data usage which inadvertently caused the bill shock. While this is an isolated case, we are taking a proactive step to investigate if there are similar instances in areas other than the UAE where the BDU Roaming promo is being offered.


      Globe has reversed the charges to reflect the correct amount in the subscriber's billing statement. We assure our subscribers that queries on their billing statements are welcome and clarifications will continue to be given priority by our customer service personnel.


      We deeply value the trust of our customers and we look forward to strengthening relations with our customers further.

        • Re: Official Globe Statement on 3mn Postpaid Bill
          This is not an isolated case.. My complain regarding to my bill still don't have resolution! After waiting for 6months!
          • Re: Official Globe Statement on 3mn Postpaid Bill

            I also had BridgeRoam registered when I went to Germany last July but it never worked. I spent countless of hours (yes - "hours!") trying to get it to work but Globe was not able to resolve it. After finally giving up, I just told the roaming hotline specialist to ensure that it doesn't reflect on my bill and that globe should be liable for roaming charges incurred for phone calls since they can't seem to make the BridgeRoam work, therefore I had to rely on my mobile roaming service to make a phone call.


            I've complained about this matter already and it's been 5 months but they have not reversed the charges yet. Good job Globe! I hope you also give priority to customers, even though their bill didn't amount to millions of pesos.



            • Re: Official Globe Statement on 3mn Postpaid Bill

              Hey Globe,


              I hope maresolve din ang pending reversal of charges request ko sa inyo. Mula pa po yun last June 2013. Hanggang ngaun po wala pa ring approval mula sa inyo ang request kong yun. Clearly, it is a valid system error pero bakit hindi nyo naman yun na bigyan ng solusyon. Dahil ba 14K+ lang ang amount nun?? 6 months has been too long for that concern. And take note, only last October 29 lang ako nabigyan ng reference number ng agents nyo na every month mula noong june ko naman po yu tinatawag sa hotline nyo.


              According sa agents nyo, tapos na sya sa 1st level approval after 6months.


              Please look into this reference number 51835986. Hurry up please. 6months has been tooooooooooooooo lllllllloooooooooooonnnnnnnngggggggggg!!!!!!

              • Re: Official Globe Statement on 3mn Postpaid Bill
                50720638 this complain was reported last May 2013, until now no resolution.