Globe Telecom official statement on viral ‘double charge’ horror story


globe telecom horror story
globe telecom horror story

Earlier we shared the horror story of Ms. Sara Pagsibigan, whose experience as a Globe Telecom customer has gone viral on social media.

She alleges that poor and slow customer service has caused her much emotional, physical, and financial distraught in a drama that lasted her four months and cost over 30,000 pesos.

We got in touch with Globe Telecom and received a copy of the response letter that they supposedly sent Sara when she released the story to the public.

According to Globe, they sent this letter to Sara – TWICE – but received no response:

Hi, Sara.

We acknowledge the concerns you mentioned in your FB post, and after reading it, I can empathize with the unfortunate experiences you described in your page

I immediately checked on the facts you indicated in your narrative with the history of your account, and found out that our people were consistently communicating with you to resolve your concerns.

While you did acknowledge the letter we sent dated October 20, 2015, enumerating the actions we took to resolve the issues in your account, you no longer replied to the succeeding messages we sent you.

Please let me recap the content of our letter. The supposed “overcharge” amounting to P39,419.00 was a result of a double posted official receipt (OR) and not of overpayment. It is sad that the erroneous posting of the second OR, which stemmed from a human error, resulted in unwarranted credit to your account. I hope you understand that had the erroneous second posting been left uncorrected, it would appear that we had received P78,838.00 from you, or twice the amount you actually paid. We had to correct the error, and this was reflected in your August 2015 (Bill 21) Statement of Account.

We needed to be sure that there was indeed no double charge that’s why we were relieved to find out in our own copy of your credit card provider’s records covering your transaction with Globe that the P39,419.00 was only debited once. We can provide you with a copy if you should want one. We also encourage you to independently secure a bank statement from BPI to validate our claim.

Allow me again to extend our sincere apology for the unpleasant experience. You are one of our valued customers and you are important to us.

Rest assured that we remain committed in improving our customer service processes for our valued customers. Thank you.

Sincerely,
Beck Eclipse
Chief Customer Experience Officer

So there you have it – both sides of the coin.

Was this a simple case of miscommunication on both sides? Share your thoughts by commenting below.


Comments 17

  1. nakakatuwa yung ibang post dito. “lesson learned. don’t trust globe.” hindi man lang binasa yung article at naintindihan na PABOR SA GLOBE ANG FACTS PRESENTED DITO. tsk tsk. comment agad kasi. basa basa rin. kung hindi maintindihan dahil English, siguraduhin muna bago magcomment.

  2. You can actually go directly to DTI if the service provider does not give what is due to you. I did it once. Not Globe but an entity in a mall offering services. I also reported them to BIR for not giving OR to us. I called and emailed DTI, they took action and the owner gave me back my money. Natakot sya. nung una iniignore lang ako kahit ilang beses na ako nagtext at tumawag.

  3. Hey, you can't please everybody eh! Try to please all and you'll end up pleasing no one. There are people who can get a grip right away n no need of further explanation (these r d intellectual ones) & there r those who in spite of good explanarion would still insist they are right (these r d morons)!!! Sad, but there r always d 2 sides of a coin.

  4. OUR HORROR STORY IS WORST. FOR TEN YEARS AND UNKNOWN TO US WE WERE BEING BILLED A SECOND LINE TACKED IN WITH MY HUSBAND'S STATEMENTS. AND WE WERE PAYING A MONTHLY P298.80 OR TOTAL OF ABOUT P36,000.00 (from 2004 to 2014) "RECURRING FEE" FOR A CELPHONE THAT WE DID NOT HAVE. WE FOUND THIS OUT ONLY WHEN MY HUSBAND DECIDED TO TERMINATE HIS LINE IN NOVEMBER 2014 BUT CONTINUED TO BE BILLED. AFTER ABOUT 3.MONTHS OF TRYING TO FIND OUT "WHY?" AND PEEVED THAT WE HAD TO TELL OUR STORY EVERYTIME WE FOLLOWED UP, I CALLED A FRIEND WHO WORKS WITH GLOBE. A CERTAIN "NOKIE" WAS ASSIGNED TO HANDLE OUR CASE. AFTER SOME MORE MONTHS, HE HAPPILY INFORMED US THAT HE ALREADY HAD THAT OTHER LINE CUT EFFECTIVE MAY 2015. WE STILL RECEIVED A DEMAND LETTER IN SEPTEMBER 2015. IN SHORT, THEY TOLD US TO PAY OR THEY WILL HAVE YOUR CREDIT RATING BASTED! OF COURSE, I WANTED NOKIE TO GIVE AN EXPLANATION OF WHAT HAPPENED TO US, THAT HE WOULD EXPRESS SOME APOLOGY FOR GLOBE's SUPER INCOMPETENT BILLING SYSTEM AND CUSTOMER SERVICE AND MAYBE GIVE ME AN ASSURANCE THAT THIS WILL NOT HAPPEN TO OTHER CUSTOMERS. SO I STILL TRIED TO REACH HIM. BUT HE CEASED ANSWERING MY TEXT MESSAGES AND CALLS. GLOBE CUSTOMER SERVICE IS SO INCOMPETENT AND USELESS.

  5. It's pretty obvious from Globe's statement that what happened was actually a double posting of payment reflected to her globe bill not on her credit card statement. The complainant should have spoken to her credit card company if indeed there was a double charge and her issue would have been resolved right away without resorting to this. Such a waste of time and energy!

  6. Hi! kung na-experience po nila ang doble charging, ok lang po yan kasi kung magcomplain naman kau may reply po agad ang globe… unlike other network pag nagcomplain ka sasabihin lang sa you ganyan po tlaga yan mam… tama ba yon? and pag may pinareverse ka… hindi nila ireverse… kasi pinaprocess pa daw eh ilang month na? process pa rin? kaya nagpatong patong na ang bill mo… Aist hirap ng kalagayan ng mga client…. ang matindi ung singilin ka ng hindi mo nagamit…. I love Globe kasi maraming promos na sulit na sulit tlaga at nakaka-connect ako sa net unlike other network…

  7. I had horrible experience too with them! I made a lot of reports thru their CS. I even exerted a lot of effort and made overseas call to resolve the issue.
    In the end its all futile! They have incompetent customer support!!!

  8. If Globe is claiming that they sent communication to Sara but got no reply, it would also serve Globe's best interest to show proof of such communication. Sometimes, it is easy for an entity to say that they reached out to someone but not actually doing it. I believe Globe would be more than happy to emphasize their sincerity by showing proof of the "constantly communicating" act.

  9. Hi,

    To whom do we escalate if there are other subscribers affected by Double Charging?
    There was 2 subscribers who shared the social post in my feed. Please get in touch with them: Bonie Bermudez Limbo and Chata Zoleta. Thank you.

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