1 Reply Latest reply on Jul 1, 2014 5:24 PM by Paulo D

    So My HomePhone Bundle/SuperDuo Saga Continues

    sunday26

      Ano ba talaga? Bundled ba? Or separate?

       

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      Mon Jun 30 2014 00:03:22 GMT+0800 (Malay Peninsula Standard Time)

      Begin live chat.

      You are talking to Anna Marie Ramos

      Ticket Number is 1406290010

      You may terminate this session at any time by typing in END SESSION

      Anna Marie Ramos: It’s a wonderful day here in Globe. I'm Anna Marie, your live chat agent. How may I help you today?

      [me]: Good evening. I would just like to follow up my previous call on June 16 regarding the superduo charges on my account

      [me]: I was told I would get feedback within 24 hours but I never got a call it has been more than 10 days

      Anna Marie Ramos: I'm sorry for the inconvenience. Sir just to confirm, are you transacting for mobile number xxxxxxxxx89?

      [me]: Yes. I am the account holder my full name is

      Anna Marie Ramos: Sir do you have a reference number for your report?

      [me]:

      [me]: Hello are you still there?

      Anna Marie Ramos: Sir just to clarify, your account is bundled with wimax?

      [me]: That's right.

      [me]: That's the problem. If it is really bundled with Wimax then why are we being billed for the landline number via superduo?

      Anna Marie Ramos: Just to clarify, you request to terminate your Superhome phone and wimax account?

      [me]: No not the Wimax account.

      [me]: I want to know why we keep getting superduo charges

      Anna Marie Ramos: I'm sorry, I am a Postpaid Account Specialist, in as much as I would like to assist you with your concern, please allow me to transfer this chat session to a Broadband & Landline Account Specialist. Please stay online. Thank you for your time chatting with me.

      [me]: Do not

      [me]: transfer me

      [me]: This is regarding the Superduo charges

      Anna Marie Ramos: Sir you will still be charged for monthly recurring fee if your account is still active.

      [me]: I know about the monthly recurring fee

      [me]: But why do we get superduo charges? I NEVER subscribed to superduo

      Anna Marie Ramos: You will be charged for Superduo because you have Superhome phone account.

      [me]: So you mean it is NOT bundled at all?

      Anna Marie Ramos: That is bundled but if you will call other network you will be charged and that is top of your bill.

      [me]: I know about the excess usage that will be charged

      [me]: But what is the amount specifically charged under My Super Duo worth more than 500 pesos?

      Anna Marie Ramos: MySuperduo is amounting to Php 599.00.

      [me]: That's right.

      [me]: Under the monthly recurring fee, I have the powersurf, myplan superduo, myplan supertxt and broadband superhomephone bundle

      [me]: I know about the the surfing and texting because I knowingly subscribed to that

      [me]: obviously the broadband superhome phone bundle amounts to 0.00 because as far as I know it is connected to Wimax

      [me]: so what then is that myplan superduo all about?

      Anna Marie Ramos: I'm sorry, I am a Postpaid Account Specialist, in as much as I would like to assist you with your concern, please allow me to transfer this chat session to a Broadband & Landline Account Specialist. Please stay online. Thank you for your time chatting with me.

      [me]: I want to know about the superduo charges

      [me]: what is it for?

      Anna Marie Ramos: My SuperDuo is unlimited call to Globe and TM numbers and landline within the same area, amounting to Php 599.00 for 30 days.

      [me]: I know but why am I billed for this?

      [me]: I never subscribed to this

      Anna Marie Ramos: Superhome phone and MySuperduo are the same.

      [me]: Do you mean to say it is not bundled after all?

      Anna Marie Ramos: Its included in the bundled plan but separate account because that will be under postpaid plan.

      [me]: Then why is it even a bundle if I have to pay separately?

      [me]: I was told when I applied that all I have to pay is 1,299 for the landline and the internet together.

      Anna Marie Ramos: You will pay separately if you have other transaction that is not included in MySuperhome phone.

      [me]: I know about the excess usage

      [me]: I am talking about the monthly recurring fee of 599

      [me]: Not the excess calls under the heading USAGE

      Anna Marie Ramos: Where did you apply for Wimax with superhome phone?

      [me]: In September 2013

      [me]: to those people

      [me]: salespeople who were doing some housecalls in my neighborhood

      [me]: At the time I was subscribed to a competitor and they asked me about the service (which was terrible) so I was told about the offer of internet PLUS the landline

      [me]: obviously I subscribed

      Anna Marie Ramos: You will pay separately if you have other transaction that is not included in MySuperhome phone.

      [me]: I know I was told about the EXCESS USAGE

      [me]: I want to know why I have the SuperDuo charge in the monthly recurring fee.

      [me]: There are two headings, right? Monthly Recurring Fee and Usage.

      Anna Marie Ramos: Were you able to check your wimax bill?

      [me]: Yes and it is always 1,299

      [me]: Why are you asking about that bill anyway?

      [me]: This is about the postpaid bill I keep getting.

      Anna Marie Ramos: May I know the bill number that are you referring to?

      [me]: 11

      [me]: But honestly, ALL my bills have that superduo charge

      [me]: I have always asked your people to fix this but no resolution was ever made.

      Anna Marie Ramos: Were you able to visit the Globe store for them to check it?

      [me]: Then what is the point of having an online channel or even your call center to begin with?

      [me]: Isn't this your job too?

      Anna Marie Ramos: I'm sorry for the inconvenience but you can also make a follow up in Globe store and in reference to , your report is still under investigation and you will receive a feedback via call or SMS as soon as possible.