chuvaness
PLDT cry for help
Posted on

Dear PLDT,
I maintain an apartment at St. Francis Shangri-La Place where I have a PLDT landline and internet.
I don’t go there very often so the bill gets emailed to me.
Last March when I visited there, the internet was dead, so I called customer service for help.
The person on the line said my account was active. Well, I thought so because I was able to use my landline.
I even asked if I had forgotten to pay my bill. She said no.
So she passed me on to technical who asked me to describe the behaviour of my modem and describe which lights were on.
This is what I got.

They said they would call me back about repair and no such thing happened.
Very recently, I found out that my case of complaint was closed in April. It was closed without any repair or follow up, and no phone call to me.
Months passed and the next bills I received were ones of disconnection.
I have been going back and forth with PLDT to explain my situation of having a miscommunication problem with customer service who told me my account was active and me waiting for them to repair, because I thought I shouldn’t have to pay for internet that has not been repaired.

Meanwhile my bill is now Php 15,000 for a dead internet.
Yesterday I paid Php 5,000 to cover that month in February I had neglected to pay my bill.
I’m hoping PLDT and I can come to a compromise, to forego the bills for the months I did not have service. Then I can either disconnect and pay termination fee, or continue the service and pay monthly for internet that is working.

PLDT, may I please speak to a human who cares? Because nobody seems to care on email or phone. Meanwhile my bill is growing, nobody wants to really terminate my account and nobody is fixing my internet. What can we do about it?
Should I pay for service that does not exist? If you have given me a notice of disconnection, why don’t you disconnect me and stop increasing my bill? THIS IS NOT FAIR!!!

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Ritz

I dont live in the Philippines, but I regulary go home to Laguna, my PLDT connection is bipolar, sometimes good and most times v bad, but thats not our only problem, I live in a Barangay and most of the time, ninanakaw ng mga kawatan ang kable ng internet to sell them, Bago i replace ng PLDT yung kable na nanakaw ay abutin ng weeks, when finally na replace na, nanakawin na naman. Yan po ang buhay sa barrio.

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lisa

Just because you have a blog doesn’t mean you can terrorize brands. You always complain like its the end of the world and us regular consumers will not be able to get the same treatment anyway… because the brand peeps are busy harassing cust care and the technical team to fix your problem. The rest of us will have to endure the horrible service because these companies are busy appeasing all you bloggers acting high and mighty. [Reply]CVS Reply:June 4th, 2014 at 1:01 PMsorry you feel that way but I’ve been emailing them back and forth and I’m still waiting… Read more »

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JB Killian

Ate nakalimutan mo nanaman midol mo…

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jessica

Gosh!! Third world customer service!

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Sab

We have a unit at St. Francis as well and we use skycable. We tried pldt at first but golly, you do all the work (constant follow-ups for application, installation, etc) and you still have to pay them! Pwede ba.

We got tired of waiting for pldt so we called skycable and the technician came to install the day after

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CVS Reply:

same here. I had sky broadband installed because PLDT wouldn’t fix my internet. sky broadband came immediately. speed is not as fast though

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Adrian O. Reply:

Gotcha! Good to know.

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Divi Girl

Kami naman we would lose our dial tone every once in a while, kainis kasi you pay but not get the service you are paying for. As for the internet — i have very low expectations already. When we download stuff, it’s as if we are using up our allocated bandwidth that we lose our connection later (they claim it’s unlimited, but really it’s not). We are almost always not home (no house help), so when we call the PLDT hotline to request for a technician, we give our preferred schedule and contact number at work. The CSR logs this… Read more »

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Adrian O.

Sorry for the lame question (don’t live in Manila but planning to move) but…do the service providers not provide you with an online account that you can use to track your usage and billing? Sounds like its not offered yet. That’s common practice in Canada since we also get ripped off with all sorts of fees – we (or I) use it to track my daily GB consumption and so I know how much the next bill will probably be. Sakit naman kung biglang mega bill ang dumating from the service provider in Manila and you can only dispute after… Read more »

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Deejay

Our pldt plan 1295 fluctuates everytime and nobody in the technical service cares. We ask to change our modem to wifi-modem and they won’t approve, they told us that we need to upgrade to plan 1999 so they can change our modem. Nakakainis lang kc we always pay on time and we’ve been customer of pldt for 5 year and we always pay on time.

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Guest

Our pldt plan 1295 fluctuates everytime and nobody in the technical service cares. We ask to change our modem to wifi-modem and they won’t approve, they told us that we need to upgrade to plan 1999 I think so they can change our modem. Nakakainis lang kc we always pay on time and we’ve been customer of pldt for 5 year and we always pay on time.

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Mitzi Lazaro

Ms C, if ever you get to talk to a thinking human being from PLDT.. hope you can share the contact details. I have a very similar case with them that started in January. I kept on following up until I got tired myself. They kept saying the same thing, that it is still with their Billing Team. They are also making me pay for 2 DSL lines when I only applied for one! I called them up upon receiving the bill to say that i only applied for one, but they said that they cannot do anything about. When… Read more »

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girlash

PLDT is really bulok. I was billed for a PLDT mobile what I requested to be cut off last Oct 2012. Up until last month, I was still paying it pala. I requested it to be terminated tapos asked for rebate, which was given to me after 2 months of weekly follow-ups. The billing statements are always late too, tapos ang bilis nilang mag-disconnect ng line! I need the internet at home for work, so I really have no other choice but to stick to PLDT. Globe and Sky Broadband are still not in our area and Smart Bro has… Read more »

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Guest

Internet is somewhat okay with us at home. But one thing that frustrates me is when they don’t send you bills then bibiglain ka ng P12,000+ accumulated bill. I know, part of being a consumer should be mindful of bills not coming in, but if everyone at home is busy and obviously expecting the provider to send in bills regularly, mawawala sa isip mo yun. Their reasoning was they recently changed their courier so there are a lot of delays. 3 months of delayed/not sent-received bills? Another thing, their TelPad promotion on the phone. Ang kulit, sabi ng alisin kami… Read more »

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Tammy

Reading this reminds me of my bad experiences with PLDT but more of the landline! both of our PLDT lines have trouble and they keep on saying they will repair but nobody came and is broken for a week (with dial tone, but cannot connect and receive calls!) then also had bad experience unsubscribing from their add on service which we never subscribed and had super stressful conversation with the customer service officer whom I can hear her burp during our conversation and was pretending not to hear my driver’s license number but when i told her to just get… Read more »

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maiba lang

After reading your post… I’m reminded of PLDT’s commercial… totes amaze

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Angela

*on the verge of a nervous breakdown

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wheng cheng

this happens to us sa aming smart bro, they want us to pay our bills na wala naman kaming internet na napapakinabangan nung pinapa terminate ko naman yung account i need to pay daw yung ilang months pa ng contract namin. i refuse to pay them. nakipag-away ako ng todo-todo… so ang ending – i wrote them a letter para naman madinig ng mga boss nila ang aking kalbaryo sa serbisyo nila.. wala akong binayaran na termination fee. tinanggal na din ng sub-contractor ang kanilang unit yun pala naman ang kinabit sa amin na unit was luma na.

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Adrian O.

…forgot to ask, how fast is your home connection Ms. C. when there are no issues?

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CVS Reply:

at home our PLDT Fibr is good. we get 8 MBPS

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Adrian O.

Thanks for posting this. Gives me a heads up on having to deal with internet connections in Manila in the future. I would absolutely go ape shit if this ever happened since I work from home and the internet is my lifeline. I’ll continue to read your updates and how the solution unfolds. Hang in there C!

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Angela

Hi! Long time reader, first time commenter. I feel you! I’m also on the verge of nervous breakdown kasi one year ng unstable yung connection ko and until now, di pa rin sila maka zero in sa real cause of the problem. Masyadong frustrating on my part kasi I use the internet at home for work. Recently pa after I complained sa Rizal business office nila, lalong lumala! As in everyday for the past week, intermittent yung connection ng net. Kanina, for 9 hours, on and off yung net. I’m also toyiing w/ the idea na wag silang bayaran na… Read more »

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Jay

We had a pldt landline and internet before and we decided to have it cut. My father went to pldt to settle all the remaining charges. A few months later, we kept receiving billing statements with interest, and a letter from a lawyer. We returned to pldt to show them the letter and to clarrify things to them. The representative said to just disregard. About 12 moths later, we received a letter again from a lawyer asking for an explanation letter. The amount now went times five of the allegedly unsettled charges. O diba?

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tee

Ohh! Welcome to my world! That had been me last year! Though the bill didn’t get up to 15k… I had a somewhat similar situation. Ms. C, most of the customer service reps are a bunch of interns! And they’re not helping at all!

And oh, we had cut our internel line since then, no more headaches now… ­čÖé

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Pacific Ong

This happened to me in Bayantel! I had to research on the net the number of the corporate communications head just so I can speak to someone who doesn’t blabber memorized phrases! So frustrating! I suggest calling the higher ups because speaking to customer service agents won’t help. ­čÖü [Reply]CVS Reply:June 1st, 2014 at 3:55 PMI am speaking to some PRs now. Thank God I know them! I am being helped [Reply]Guest Reply:June 1st, 2014 at 4:20 PMMabuti ka pa may koneksyon (PRs), paano naman kaming mga ordinaryong tao na wala? Tagal na naming nag-aapply sa PLDT- May 2013, September… Read more »

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Bella

That’s sad. Our experience with BayanTel has always been good. When we have a problem, they send a repairman right away, as in the same day, unless it’s beyond 4pm but the repairman arrives first thing the following morning. During times when they’re not able to restore our internet right away, they reassured us that they would deduct those days when we didn’t have net from our bill and true enough, our bill was lower when it came.

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krris

Oooh this is so bad PLDT. Tsk tsk.

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