2 Replies Latest reply on Feb 26, 2016 1:54 AM by florencaml

    No updates received after applying for postpaid (3 wks now). Did they lose my documents?

    florencaml

      So, I applied for a postpaid line online and attached all pertinent documents. The next day, an agent called me, conducted an initial interview, then asked if it is okay to redirect the application to the SM Makati store. I agreed.

       

      Two days later, I received a call from SM Makati Globe asking to be connected to the HR department of my company to verify my employment details. I was also told to submit the requirements again, so I did personally go there and handed in the papers. They said it would only take 3-5 working days before I get the result.

       

      I made a follow-up through the customer care hotline, but the agent told me there was no update yet and they'll be calling me back within the next 48 hours, but no call was made.

       

      I got another a call again from the SM Makati store a week later asking me when I was going to submit my required documents and to be transferred to my employer's HR. I explained that I already submitted them in person in their store a week ago. The lady said they'll be checking their records. Feeling a bit confused, I called the hotline again to follow-up, and the agent said there was NO note under my application stating I have submitted anything, but she promised to place a memo so the store could double check. She gave me a ticket number and advised that the store will get in touch with me in the next 48 hours. Again, I got no call.

       

      It's been three weeks now and I haven't got any update from the customer hotline nor the store. Is this a usual occurence with Globe postpaid application? Any advice? thanks in advance!

       

       

      UPDATE:

       

      Finally made time to go to the store personally after almost a month of not hearing anything from anyone from Globe. Lo and behold, the lady in the SM Makati store told me my application was rejected, and insisted I should have received a text message from Globe by now, only I didn't. Of course I had to ask why it was rejected because I duly submitted all requirements. The CSR initially said there was no reason indicated in their records, but eventually mentioned that "upon checking with my HR department, I apparently was no longer connected with my present company" (WTF). She said they will run a second verification and "re-process" my application since I insisted that I'm still employed (because honestly, I AM). So I checked with my HR dept as well if there has been any inquiry about my employment status from Globe, and they said they never received any call. I've been reading up on the post-paid application concerns here in the community and it seems that this is a pretty frequent occurrence. At this point, I am just so freaking pissed off and if this is actually how Globe is going to be right off the bat, might as well discontinue the application and switch to other providers that actually deserve their subscribers and customers.