Almost 2 years ago, I had signed up for a Globe DSL line paying 995/month for unlimited internet connection in my home as I needed it for my work online. After a few months of very unreliable connection and several complaints after and Globe telling me that they could not do anything to improve my internet connectivity because of technical issues, I decided to cut my line before my 2 year contract was up. The representative who took my call at that time was profusely apologetic of their service and so I finalized the end of my service with them and clarified all that I needed to pay and any other fees associated with pre-terminating my contract of 2 years. The Globe representative then gave me a waiver code for the pre-termination of my service and said that after I settled my last bill, I would owe them nothing and that all pre-termination costs had been waived. So I paid the last bill almost 2 years ago and signed up with PLDT and have never looked back since.
Now, since I am pretty OC when it comes to payables and other fees and about bad service, I really clarified with the representative on the phone that after I paid all balances that I did not need to pay anything else. She gladly confirmed with me that there was nothing else as I was given a waiver for everything. In the first place, I had really insisted on not being asked to pay any penalties or fees for pre-terminating my account since I would not have done it if they could provide me with good internet connectivity as they promised.
Last December 12, I was really surprised because I received a very urgent text message quoted below:
“Good day! (MY NAME)., Please be advised that GLOBE Telecom has endorsed your account to our office due to non-payment, We will appreciate immediate settlement of your GLOBE INNOVE COMMUNICATION Acct. #83XXXXXXX Amount Php3,717.23 on or before Dec. 13, 2012 to avoid any further inconvenience and/or legal problem. Thank you. We need your feedback regarding this matter. Txtbk asap! ULTADO LAW OFFICE” – this coming from a SMART number
To which I replied that I had already settled this matter almost 2 years ago with Globe and that they waived all fees as it was their problematic line in my area that they could not do anything about which was the cause of my cancellation of their service before my contract ended.
Now there is really something wrong with how this law office sent me a text and expected me to settle the matter and pay up the day after they sent over this text. Not even giving me due notice and due time to settle if indeed there is something to settle. So after I texted them that this was already settled, they called me up and as I tried to explain my side of the story and how this was already settled, the lady who called me up kept on interrupting me to explain how I could settle and how they got the endorsement from Globe to which I told her to stop interrupting me and let me explain first. I got really pissed as she went as far as to patronize me and tell me to calm down as I might collapse from high blood pressure. This even irritated me more and after a while she even hanged up the phone on me and then called me up to explain further. After a while of her high-pitched voice, I just told her I will call Globe myself to clarify this matter. My nostrils were already smoking. For everyone who knows me, I am the most patient and calm of customers but I expect to be treated right especially if I am the customer.
I called Globe right after and explained to the representative about the whole matter. She then proceeded to explain that yes they had waived the pre-termination fee but that I had still had the outstanding balance. So then I asked what the outstanding balance was, and she couldn’t at first tell me the breakdown. She kept putting me on hold because she kept on checking on my records. They do show the waiver of my contract and then she explained that the residual balance I needed to pay was for the modem pre-termination fee. I then advised her that I had heard of no such thing from the representative that explained the termination to me. I was under the impression that I had no more balance left and I even asked her to specify what else was going to be charged and what was waived since I wanted to be very clear about everything else. I told the representative that I was not informed of such a charge and she asked me if the modem was pulled out. I told her the modem was pulled out a few days after my contract was cancelled in 2011. She told me that their technicians are not able to relay that there was no modem pre-termination fee. What was also funny was the fact that she asked me if the modem was already pulled out from my house because later on she stated that it shows on my record what day it had been pulled out. What kind of investigation did she do on my account? From the way she answered my queries, I would think she just took a cursory glance at it and proceeded with her script.
I asked her why they did not even call me up and I even clarified my phone number with them and they indeed had the right one. She said Globe made 2 calls (not even 3) to inform me of the balance. I then asked and dared her to send me recordings of those 2 calls she told me about so I could listen and verify since I did not really receive any phone call from Globe informing me of this balance, it was here that she told me that on their record it shows that I did not pick up and they were unable to contact me (this after putting me on hold again). I distinctly remember not receiving any more calls from Globe and if indeed I had a missed call from them, I would have texted to ask who or what it was about if the number was not in my contact list.
She then told me that the solution she could offer is to arrange when I would be willing to pay and I told her: “I am sorry but that is not the solution I am looking for. I was never told that there was a modem pre-termination fee and I specifically asked the representative that I talked to almost 2 years ago and no information was given to me of this fee and I was assured that after I had settled my balance then that I would owe them nothing”. I told her to please escalate my case to upper management and she said she would and also said I would get an acknowledgement email from her right away but to this date, I have received none. Oh well, it has just been 4 days. I wasted a better part of my afternoon on the phone with them and they upped my stress levels as well.
I could have settled that amount or asked for it to be waived almost 2 years ago since I did not really want to terminate my contract with them. Their technicians just told me that they could not really raise the level of my internet connectivity to what their contract has promised and I was assured that I no longer needed to pay anything else after I settled my last monthly bill.
What a disappointment GLOBE! And to think that all these years I have been loyal to you guys, I am now thinking to shift to SMART!!!!
P.S. As I was ending the call with the representative I did say sorry and told her it’s really Globe that I was furious at and not her. I come from a customer service background and do understand that this was something in their system and not the representative itself, but they could have done a better job of handling my case.
UPDATE: As of January 15, 2013
The email that the last Globe representative I had talked to and promised to me still hasn’t reached my inbox yet. It must be due to the holiday traffic of many unsatisfied Globe customers or they just don’t really value my business at all since I can see no action on their part when I asked my case to be escalated to Upper Management and the “Ultado Law Office” collection lady has called me thrice since then and every time I ask her to just send me an official notice, she calls back a few days after and asks if I have settled with Globe. Please guys, stop bothering me at work after I had repeatedly told you that you can send in your official notice/warning. Globe seems to not want to do anything on my case and I am not sure if my case was escalated even. Good luck with that. Maybe because I am just a small time customer, they don’t mind so much. Well, vice versa I say! Good luck GLOBE!