Globe Philippines Blames iPhone for Billing Problem
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 followsVoice: Local = PHP34.80
Other Network = PHP81.20
Local Voice Promo = PHP 114.43
SMS: Local = 192.87
INTERNET = 2461.92The 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 yesterdayGlobe 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 OFFGlobe 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.pGlobe 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.
via Philmug
59 Comments to “Globe Philippines Blames iPhone for Billing Problem”
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what shall we do, shall we pay the excessive bills or not, as for me, i will pay only according to my plan, no more no less.
what shall we do now mga brothers, shall we pay that exagerated bill to globe? harap harapan na hold-up yan, ano2 na lang na mga bills nilalagay nila para mag globo hamuks nila, bakit hindi nila inexplain sa atin na ganun yan may mga hidden charges pala,
i’ve plan for unlisurf combo 1799 for iphone 4s for the first 2months i’ve paid less than 2thou.. last cut off, i tried add-on 599 which is unli calls and text for 30 days…. and i thought i was paying 2398 (1799+599) if i’m not mistaken.. then when i got my outstanding balance it took up 2998.40.. how did it happen? is there still any hidden charges? to think that i plan for unlisurf and have unli call and text for 30days? need some help.. anong mangyari sa 800 consumable ko? and the myglobe thing? bakit my php28 something? ano un?
It should be indicated in your billing statement. Try to call their (not so) reliable customer support.
Not about iPhone but Globe’s Customer Service.
I have an existing DSL Plan 995 which I was using for 2 yrs now. Since April, connection is always on and off. The modem doesn’t connect right away, you have to switch it on and off several times. Last Monday, I went to Globe to inquire about their Plan 1099 which comes with landline. The CSR suggested “Upgrading” our subscription and we were told to pay P550 for conversion fee. This is okay with us but the problem started when the CSR failed to mention that there is no modem to be installed, despite my specific question whether a modem and a phone will be installed. All he said was “someone will come to your house to do the installation”.
2 days after, the phone was installed but the modem was not replaced. WTF? If I applied for a new line, I will get a new modem, a new phone, freebie, they will use several meters of wire from their mainbox to my house, and I only have to pay P500 installation fee. And yet when I paid P550, I only get the phone, 4 inches of wire to connect the splitter from my existing jack and the splitter itself. Mas mahal na fee, mas tinipid ang service and they expect customer loyalty.
Now here is the rub. I want to terminate the subscription and yet I couldn’t use the Globe Landline to call the Account Termination Hotline (02 7301300) because the “phone has been restricted” in placing NDD calls. Yet when I called the Customer Service Hotline (which cannot process Termination), I was told that the (02) 7301300 is a toll-free number from any Globe Landline and that my account was put on “Pending”. But when I inquired why was my account on “pending” they said that they cannot assist me since the are currently conducting systems enhancement.
I sent Globe an email about this, using their online form, but until now I haven’t received a reply from them.
Talking about customer service. Talk to Globe?!!! I think you’ll have better chances of calling hell.
if nagplan ba directly ba na pipili ng mga freebies? kasi wala silang natanong sakin na kung anu ba pipiliin ko.. and i avail iphone too. is there a possibility na mag excess ung babayaran if unlisurf na ginamit na plan.. kakatakot kasi mga bills nyo, i am just a student and using my allowance to pay every month so if i were to have that bills di ko lang alam kong mabayaran ko pa.. sana nagsearch muna ko bago nag-avail..:(
I am on the phone with Globe’s customer service. I received a message from 290 telling me my unbilled charges is Php14698.27 and that if I wish to avoid service interruption, I need to settle 50% of my unbilled usage.
Simultaneously, I received a message from 8888 telling me that as of 24 hrs ago, I have consumed 50% of my PowerSurf subscription. FYI, PowerSurf is lowest required booster on an iPhone plan for Globe. PowerSurf means I get 50mb on a per kb charge for 30 days for Php99/month.
Those are two conflicting messages.
I have set my credit limit at Php1200 last month and got a guarantee from Globe’s customer service that if ever I reach that limit, regardless if I’m on the phone, texting or surfing the Internet, Globe will automatically disconnect my account and I have to manually request for reconnection. This credit limit took effect immediately after my chat with their CS last month.
So I do not understand how I could rack up over Php15000 worth of data usage on an iPhone in 3 hours, one day before my bill cut off and if I had reached my Php1200 limit, why wasn’t I immediately disconnected?
Why is Globe’s customer service telling me that the reason they did not cut me off is because “it takes a while” for their system to record their subscribers’ consumption and all they can do is wait for my bill breakdown and make the adjustment then?
How is it my responsibility to know when Globe’s system manages to record my consumption? How is it my fault that Globe does not record subscribers’ consumption on real time? What is then the point of setting a credit limit if they cannot properly police our usage? And why are they automatically accusing the iPhone as the culprit?
As a subscriber, the most I can do is check for unbilled charges under Sim Applications. I then base my consumption on the information provided. I rely on Globe’s network to properly monitor my usage and depend on their system to know when I have reached my limit and thus inform me by disconnecting me. I do not mind being disconnected if it means I’ll only incur a bill within my monthly budget. That’s what’s the credit limit is there for, after all.
Globe charged me 1,810 for internet usage alone. The customer rep I talked to, Lalaine, was nice. When I asked her to give me the breakdown of the charge so I know what Im paying for, she kept giving me the same explanation which is: those are charges from your internet usage” then I told her to give me the exact breakdown biglang nagkaroon ng transition from internet usage to excess charges on top of my credit limit. huh??? ano ba talaga? I couldnt bear take it out on the agent kasi she’s really nice and she knows that Globe is at fault, so I decided to ask for a supervisor who apparently is “on break”. Then, she decided to waive the internet charge off of the 1,810. Hoepfully they do that since I was too mad to even record the whole conversation.
i have the same sentiments sir. yung akin, from 3000 pesos, lumubo hanggang 21,000 pesos in just a month!!! WTF! and my plan is surf unlimited! (T_T)
Disconnect my account! Account number: 839 965 221
Mga p#@$% $%a nyo Globe! Kakaayos lang kahapon ng DSL, ngayon wala na naman! Tigil nyo na subscription ko! Bleeeeeeeeeep!
Mamatay na kayong lahat!
Guys! Let’s complain! Sobrang ginagago tayo ng globe. They could have warned us at hand na may ganitong problema ang iPhone. Tapos ime-message ka nila pag lumobo na yung bill mo?
They must have atleast put a warning na ginagamit na natin yung 3G settings nila. F@#!$.
E, kung nagwa-wifi ka ba mapapansin mo pa yun since iniisip mo na naka-wifi ka? Leche lang.
Feb 23. 2012
My running unbilled charges is “1,820.34
Feb 26. 2012
now the running unbilled charges is “12,155.19
FTW!
sa loob lang ng tatlong araw gumastos ako ng higit sampung libo! ano yan Hotel Accomodation
Di ako papayag na magbayad sa diko man lang naramdaman na pagkakagastusan.
Globe ang may problema at hindi ang mga subscribers.
That is insane Arch!
Someone should scold Globe for doing such terrible thing.
Reklamo nalang natin siguro sa NTC.
Dude, pag magrereklamo kayo, isama nyo ako. Kuha tayo ebidensya.
Let’s ask for the extraction of our usage. From there, tignan natin yung mga flaws.
pag ba hindi ginamit ung sim. hindi na sila makakapag charge db? grabe kasi. nung nag check ako kagabi 2k na babayaran ko. ei. tinanggal ko ung sim ko sa bb sa cherry mobile ko siya nilagay then nung nag tingin ako tumataas ung internet ko
sobrang nakaka dismaya ang globe 
ask ko lang po ano po bang plan ang kinuha nyo? dba meron naman tayong tinatawag na freebies? wat if po kaya kung yung plan naten is unli surf 2499 makaka pandaya pa kaya sila nun sa internet fee? i’m planning to get my plan palang po kc..
I just got my samsung galxy y last dec 28 and for some reason my bill is going 500php as we speak. I called it in last night they said they are going to turn off the internet, and yes its been turned off since I can’t browse anymore, by that time the bill is only 142php. now the net is turned off but the bill is 500+???? what are they doing??? i’ve checked everything is off. we turned off the mobile for more than 30 mins. but still the charges is till growin!
Try mong kulitin ng kulitin.. or better yet go to the nearest Globe office..
…imbestigador na yan o XXX xa tv…e sumbong na lng ky tulfo…oks guys!!!!…Globe u suckkkkk!!!!!!!!…sana ung KARMA darating din xa nu mga NPA!!!!bwahahahaha…mamatay na sana kayu taga globe!!!!!!!…
Same here… was charged 2000++.. I decided that after my GLOBE PLAN is ended, I would changed to other network carrier and would not consider opening another PLAN again.. I don’t think any customer service may help any complains against them. i have been using GLOBE ever since I got a phone. but now when I finally decided to apply for a PLAN everything went wrong. I hope GLOBE can find a solution for these.
pls.send me my monthly bill for updating my payment for globe internet. tnx… send me asap…..
the solution to all your problem is turn off your cellular data and all your problem will be gone…
go to
Setting–>General–>Network–>Cellular Data (turn this off)
The gravity of my problem is not as bad as the other posts here, pero bad trip naman talaga na they will charge you for something you did not use. It is insulting kasi they think Filipinos are stupid kaya they can just trash your complaint like it doesn’t matter. Sasagutin ka nila na the charge is valid even you showing evidence na erroneous yung billing nila.
Pwede bang idala sa higher authorities? consumer rights naman na kasi ang tinatapakan ng mga big companies e. It’s insulting.
f***k that globe!!! 1 day after my plan was activated, i can’t make calls or text to other phone na so i decided to call the csr to find out why this came. and to my supprise, the csr told me that i haved already reached my credit limit.i asked “bakit mag kano na ba inabot ng charge ko??csr said that my outstanding balance was alraedy 46+++..!!!i’ve confronted him that how does it came?i only made a calls that if summed up will not exceed of 30 mins. he asked me “sir naka bukas po ba yung internet?” i said “i never knew that my internet was active and in fact i wasn’t oriented with regards to those things that kapag may letter e daw na nag aappear, the net was active.. malay ko ba????? ang alam ko lang naman the charge will run if i started browsing and then hindi pala tuloy tuloy pala ang pag lamon ng charge na yan sa bill ko “isang tumatagingting na “PI” talaga..then because of my confusing on the bill, 1 day after, ive called again the csr and to my supprise again, my bill runned up to 55+++..OMG what the f***k is that??? 12k lang ang sinasahod ko monthly kaya nga plan 299 lang kinuha ko and yet lagpas lagpasan na sa credit limit ko yung charge nila!!!! hello GLOBE?!!! WAT THE F**CK IS GOING ON??!!!…
Puny*tang GLOBE YAN REGULAR LOAD KO CHINACHARGE NILA NA NAG INTERNET PHONE DAW AKO NAPAKALUMA NG PHONE PARA MAGINTERNET ISA MAY LAPTOP AKO AT DESKTOP MALAKAS ANG INTERNET CONNECTION KO,BAKIT AKO MAGTYATIYAGA SA PANGIT NA PHONE KO PARA MAGINTERNET,PARE PAREHAS SILA NG SMART AND GLOBE PALAKIHAN SILA NG”GHOST CHARGES”I have a friend who worked for Globe customer service hotline a few years back. They have a spill na for people who complain about having their prepaid credits suddenly disappear or used up. Globe really randomly deducts prepaid credits from their customers >.<. Apparently it doesnt stop there (i.e. random billing for ghost charges). Few people would contest to these billings and they are really making money out of it. Sad. I really believe Smart and Globe are evil
Sorry for my language but GLOBE CSRs are like effing robots.Mukhang GLOBE na mismo ang problema.wala I will end up paying for something they accused me of using excessively DAW. My God! mas marunong pa ako mag iphone sa kanila.nakaka frustrate na.I have been demanding for a supervisor to contact me, wala. they don’t care.5 months na hinde pa to mareresolve.
I’m sorry but let me correct myself:
“My 3G settings is off and VPN is set to ‘not connected’, no way for me to use globe’s internet service. I only connect to the internet using my wifi at home.”
I guess it’s safer to turn OFF “Cellular Data”
The same thing is happening to me just now. I’m charged PHP2,542.94 and PHP2,443.81 of that is from internet only. And like most of you I’ve never used globe’s internet service. My 3G settings is off and VPN is set to ‘not connected’, no way for me to use their service without my wifi at home. Notifications and Cellular data are turned ON. But I’m sure that’s not the problem because I’ve been using my iphone under the same globe postpaid number and under the same settings for more than a year and this problem only occurred now. Ergo the most probable reason is that the problem lies within the network. Globe is at fault. And I wouldn’t comply with their faulty billing schemes.
I’m sharing my link in facebook so everyone can read http://www.facebook.com/notes/marian-s-jamito/i-am-upset-with-globe/10150270122277548?notif_t=note_comment
Hello! Same thing happened to me. Ugh. What’s worse is that no one is emailing me back and their hotline does not work for other matters and frontliners are not polite.
Last month, I got an iPhone. I’ve been on a postpaid plan for a long time before that but have always been within my PHP 800 consumable credit. When I got my iPhone, I was suddenly being charged PHP 3000+ for internet charges alone! I thought it was my fault so I paid for it and made sure I changed all the settings, but this month even with the recommended settings “to avoid excessive charges” (according to the instructions they gave me) my unbilled fees midway through my billing period is again PHP 3000+!!! It’s crazy! I only turn on Cellular Date and 3G whenever I need to use the internet, which on estimate has only been less than an hour total! And I’m on time-based surfing (PHP 5 for 15 minutes). All my “push data” settings are off and I didn’t even set up an email account! I was told by the customer service rep that I could contest my bill when it arrives, but I’m getting worried from reading this thread that they’re still going to charge me more than my due. That’s really unfair!
Nobody thought to switch off Cellular Data? :-/
I never had problems with my bill because the moment I got my iphone, I “explored” it and discovered the Cellular Data option. I turned it off that day and was never billed excessively.
Blackberry user for almost 4 months. XDA user for many years. My bill yesterday!!!
from 290: Your unbilled usage for your account no. x as of 05-03 is P17147.31. For you to enjoy using your Globe MObile phone, kindly settle 50% of your unbilled usage. etc…
from 2312: Good day! Your Total Unbilled Charge as of 05/02 is PHP17,158.92. Breakdown as follows – Other Network = PHP46.88; 143 SMS: Local =PHP127.68; INTERNET=16,981.67; MMS= PHP2.68… ETC….
How could that be? is it possible to be charged in one day? My average montly use is 1k (call and text including internet) This is a HUGE mistake!!!
I’m sorry if this is going to be off-topic but will anyone explain to me how to interpret the content of the plan unbilled? I’m a little confused. Are the costs stated there different from my consumables and freebies? Thank you in advance to anyone who will be taking the time to answer this.
Plus! My dad will kill me if he saw my bill. Hahahaha!
I started using my iPhone last Saturday, then they sent me a text message just now telling me that my my unbilled usage is already 557php.
ok thanks. so sa load mababawas yon kung hindi naka off, right?
yep
kapag prepaid kit lang po ba kinuha ko hindi ako makaka experience ng ganyang problems?
@Anne: Yep, but you need to make sure that cellular data is turned off when you don’t need internet.
I just received the SMS from 290. They’re charging me 16393.93 when the PLAN UNBILLED from 3/31 shows 1812.38. This is getting out of hand! And even chat support is down?
me too…globe charged me 52876.. internet usage is 41+++.,,den ung vat is 5+++. … may credit limit is only 2500.. bakit nila hinahayaang mareach ng users nila ung unaffordable bill…
badrrip talaga iyong GLOBE na yan.
May ibang paraan ba para hindi magbayad ng termination fee sa globe.
everytime i complain to globe hotline and globe chat…umabot ng 2K ang bill ko…tapos kapag dumadating na kami sa usapan ng computation kung paano umabot ng ganoon kalaki…laging didisconnect ng globe customer representative ung hotline or chat hotline..(i’ve complained two times s globe chat…and once sa chat hotline)…lagi nilang binababa kapag dumating na kami sa usapan computation (ung 5 pesos every 15 minutes)….
ITs not just for iphone…. ive use a b733 samsung phone and just for 3 week weve been charged for 3000+ for internet charges that we were not able to use….. and glope people blamed us for those charges….. fuck her…. before they should charged us for that internet it should send us a notification that this transaction will be charged…
i have the same experience too. i was charged 19k plus for data usage.. i keep on complaining to globe regarding this. i was told if i wanted to contest it just send them a letter but it is subject for approval.
i think we better raise this issue to ntc..
I had a similar experience too and it’s really very frustrating. If you see in forums, threads about globe billing you for data charges has been on the web since 2009, it’s 2011 already. How come they have not done anything to prevent this from happening. What have you done guys about this problem? were you able to resolve it? any advise? thanks a lot!
haaY! this is really insane. Globe informed me that my
TOTal Unbilled Charges is 3582.98! Globe charged me 2600++ for my 3
days BB usage when in fact i subscribed BB ON 50 on those days!
with the comments above, il have to wait for my official bill and
file a complain later when those charges are reflected on my bill!
haaay! this is really insane.
I also experienced the same problem. I have wi-fi at home
and at work but when I received my billing, it states that I have
15,045 minutes browsing time. Around 9.6 hours per day on the
average. This is not possible since my iphone is always connected
via wi-fi. I’m still being charged even after turning-off the
“APN”. According to CSR, I still have to turn-off the
“Notifications” and “Location Services”. I don’t think this is true
because Google MAPS is longer accessible after turning-off the
APN.
My solution to this is to get a prepaid sim.. I can use location services for free.. And can either use supersurf50 for unlimited surfing or use the clock app’s timer when surfing per minute..
Am an iPhone user. Just got reconnected last Dec 1 after an
extended trip abroad. I was out of the country again for four days
this month. Today, I share the same experience as others when I was
billed 2K for internet charges even if I have changed my APN
shortly after reconnection.
fucking globe!
ya ask the csr and they are gonna blame the fucking iphone. its as if the iphone would speak to us and warn us about the hasty increase of the our bill.
would it harm to inform their clients about the issues of iphone internet usage! especially when they know that he or she is an iphone user. God damn Globe!
Something funny is going on. I’m a tech-savvy person who writes tech for a living. I know how to turn my Internet usage off. I have compiled photos of this on my Facebook account and I can even make a video to prove that I CANNOT use Globe’s data services even if I wanted to.
http://www.facebook.com/album.php?aid=202913&id=649539840
Globe is doing something unfair and quite possibly illegal to its consumers. If you have a Globe story about unfair charges, kindly PM me on Facebook or send me e-mail at zach AT yonzon.com. I’m compiling data for an article and possibly a formal complaint to be lodged against the company.
I had these problem, before I finally catch it , had more than 20k bill. Went out of the country, for one week, had 10k Internet charges. After talking to globe customer service, I had my Internet access cut off, since I am using wifi anyway. Will know from my next billing if my bill will go down.
oh no! reading this makes me scared.
changing the apn does not work? i was told by globe that they could no longer charge me if i change my apn.
yes, i got my iphone last march 2009, ever since talaga globe user na ako. so after so many years of being a loyal user of globe, i decided to get am iphone postpaid, my ever first postpaid in which very traumatic.. I agree with you, the customer service are idiots, they always give you a scripted answer, they never address your concern. I had a problem with INTERNET last september 2009, after a day of using a free wifi, i was charged 6-7K.. bingo! i called the customer service to complain and they advice me to wait when teh billing comes, since i was going out of country i left an authorization note to my friend, the bill finally come late october so it was posted november 2009. I thought my problem is ok so when i come back from aus i use for the first time the free wifi at MOA for 3 mins or so, and when i see my bill i was overcharged again, ( I am on plan 1500 so i have free internet browsing). This is really crazy. I made a report when i noticed that my iphone hangs and i saw my friend’s ym ( she can use ym on iphone but she is prepaid) that she is still online after a week, so i called the customer service and air my concern coz i am damn sure that i will be over charged again. I chatted with the customer service to ask what happened to my complaint, they said it was forwarded last DECEMBER 30, 2009.. REALLY SAD! when its payment they always call you, when its complaint, they put it on their last concern. I am being charged every month on which i dont utilize since they cut off my line last December 2009, and i will not pay the debt that i didnt even enjoy. I want to return my phone but they said i cant since i am on contract. Is there a breach of contract here on the Globe telecom? since i have read frm the blogs that this problem existed long before i purchased my iphone, and the staff knew about this problem since they’ve been getting lots of complaints… how to go about this? i have called GlOBE so many times they always say they will update me but they dont update unless i call. so sad
i have the same problem with my iphone. i got mine just this 13th of december 2009. to date (12.21.09), my unbilled charges already amount to 3,400++!
i called globe and they told me that my wi-fi might have been turned off that’s why my iphone immediately uses globe internet service. i told them that it is lame because i never turn my wi-fi off unless i leave the house. i even subcribed to their P5/15 minutes internet surfing by texting TIME to 1111 just to make sure that i won’t be charged as much but i think that, too, is useless!
granting that i used globe’s internet service, i don’t think that my bill would have reached that high in as little as 9 days! i really think something fishy is going on with globe. it’s not the iphone, it’s globe’s settings. they do that on purpose since they know iphone is the hottest thing right now.
so what i did was to ask to them to turn off my account’s internet service. for now, the only way i could connect to the internet using my iphone is through wi-fi. hassle because you’re supposed to enjoy surfing the net all the time wherever you may be. afterall, that is what the iphone is all about. but with globe’s billing system, i might as well just bear with not having an internet connection at all!