Yes, from our experience, the subscriber has to be proactive when it comes to concerns regarding their subscription... No complaint, no report. No report, no follow-up. No follow-up, no action. No action, continue follow-up (sometimes several times) until action is taken.
Do not worry... Globe is not the only company guilty of this... many of our service companies are like this so it is normal and how we want to make them aware of what is actually happening so we can have better consumerism in the Philippines. It's a little better now than 25 years ago but we still have a long way to go.
Regarding your request for refund, try and state your case through the hotline so you won't have to visit and line up in a business center (the contractor does not have any personality but you could use their reason as a basis for your request) and they will elevate it to a team who would investigate it but be warned that you should constantly follow it up. Who knows and you may be lucky to encounter a supervisor who would be very understanding and accede to your request right away. It happens specially if you are persistent and very good to them.
Actually, I had the same experience way back 2006. The same thing I requested for a refund for the services that I wasn't able to use due to their network issue and no solution given during that time. The only difference with our situation is that I kept on reporting my concern to their hotline. However, after number of months the problem was not resolved. So I went to the business center same thing. So, to make it short I went directly at the Globe Head Office at Pioneer right in there the CSR who assisted was able to sort out everything and even got the refund approved the same day.
Please validate to those who left at home if they have reported the issue by calling the hotline. If yes, then you can call the hotline and let them back track if there were reports made on that period and request for an adjustment. There is also a need to check what's the reason why there was no connection at that time. It could be that the account was also affected by network issue at that time. However, we cannot assume what had really on that time so it would be better for you to call the hotline to be assisted.