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
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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!
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
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.