A philmug (philippine macintosh user group) member post a thread about his problem on Globes ( Official Philippine iPhone Carrier) poor customer support and billing error. And here it goes:
Over the past year that I have had my iPhone I have no real complaints with regards to the device itself. It seems that my problem has always been with the network carrier whether it be because of repairs or incidents like this.
This evening I checked my unbilled usage using Globe’s PLAN UNBILLED feature and this is what I got.
Good day! Your total unbilled charges as of 08/23 8:33:19PM is 2885.22
Breakdown is as follows
Voice: Local = PHP34.80
Other Network = PHP81.20
Local Voice Promo = PHP 114.43
SMS: Local = 192.87
INTERNET = 2461.92
The amount does not include taxes or amounts for share a load
OMG!!!! 2461.92 just for INTERNET ?
He was billed 2,461.92 php about 50 usd in just 8 days for internet although he already turned off APN settings, 3G, and PUSH.
So he phoned Globes Customer care and here it goes:
Globe CSR: Hi sir what phone are you using
iPhone user: I was using my iPhone, until i sent it to you guys for repairs yesterday
Globe CSR: Oh sir iPhone pala, do you know that you can get charged if you ( don’t turn off the settings )
iPhone user: YES I KNOW THAT IS WHY IT IS OFF
Globe CSR: Ay sir are you sure that everything is off ano po settings nyo (what are your settings)?
iPhone user: Yes i’m sure it’s internet.globe.com.p
Globe CSR: Ay sir MMS nyo po (How bout your MMS) ?
iPhone user: What? i don’t touch that since i don’t send out MMS. And I think if it’s MMS i will be charged for MMS, right?
Globe CSR: Ay sir yan po talaga yung problem sa iphone always connected (That’s a problem with iPhone it’s always connected)
iPhone User: NO NO NO, as far as i know once you change the APN, turn off the PUSH, the 3G, there is no reason for my phone to be connected to the net unless it is Wifi, which i have at home and in the office.
It’s clear that the CSR blames the iPhone immediately after the iPhone user told them he is using an iPhone. It will always get charged, even if it’s turned off?, I think that’s lame, I’m not sure Apple is concern about this.
It’s also stated that the iPhone was with Globe Philippines for repairs, so they repaired the device and put something on it so you’ll be charged though you turn off 3g?.
The CSR told the iPhone user that since the bill is a running balance her can contest it and once the bill come out he’ll be charged in HALF as GOODWILL to the subscriber.
So that’s Globes solution? what if you’re billed with a bigger amount though you never really used the service you’ll still pay HALF?, This is not good. I hope some Globe Philippines Officials read this and do something about it. IMO charging half will not fix the problem, If Globe’s system had a problem then the guy shouldn’t be charaged at all, we should not be charged of any service we did not use.
Most Globe iPhone Post Paid subscribers is already turning off 3G and everything just to avoid this problem and some already switched to PREPAID plan which is more secure. Now that’s some sh*tty service for a supposed to be great product the iPhone.
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