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Friday, May 10, 2013

Letter from a Reader: Notoriously yours, JTelecoms

Image courtesy of www.ibomawards.org
Dear FP:

I am a very loyal fan, and I have been reading the horror stories on your blog regarding JTelecoms.  It's pretty obvious they're unbeatable when it comes to notorious customer service.

I have been in touch with somebody from JT.  I really do not know him and his post in the company, but since he was the contact person of the Commission's COM head  here in our province, I guess he must be a bigwig.

To sum it up,  I am complaining about four things, all of which are fully explained in the exchanges below. 

1. Misleading information on billing leading to overpayment. 
2. Inaccurate information from customer service representatives, which again may cause a subscriber to overpay.
3. Misleading advertising and marketing.
4. Lack of concrete action.

As you can see, all of these complaints are not what you would expect from a such a big company. It's beginning to look like a scam, a fly-by-night organization. You'll be made to look like a fool, always given the run around with your complaints going nowhere. At the end of it all, the helpless consumer will be made to pay for huge amounts that this company says you owe them. 

I am forwarding to you my exchange of emails with them to give you an idea of what happened. Even with a COM head present, it's still the same -  they ignore customers.

For the record, I have been with JT for more than 10 years now.  And I have never been so disgusted with them as I am now.

I give you full permission to publish these exchanges as you see fit, but please hold my details for confidentiality.  I have also included the same files I sent them to prove my claims.

***

Hi Mr. Carl,

It has been close to two weeks since my first e-mail and follow up.  I still have not heard from your good office.

What should I do next?

Also, it is already the 7th of May.  Your customer service supervisor promised that my most current bill will be generated at most 10 days after my cut off, which was on April 26, 2013.  The 10 days would have lapsed on May 5 or 6.  Until today, I still do not have the bill generated, at least as far as the Web site is concerned.

Again, what are steps that I need to take to finally just put all these behind me?

Thanks

Benny C.

***

Dear Mr. Carl:

This is just a follow up on my concerns detailed below. 

What should I do next?

Benny C. 

***

Dear Sir:
I am Benny C. I used to work with Basol in Croakland Ltd.
I am writing you to consult some possible misrepresentation on the part of JTelecoms JT regarding my account.  In short, they have been misrepresenting charges to my account to make me think that I am still under my allocation.  Then they are charging me a lot more for the period.
Is this something that the Commission COM handles?  What is the proper procedure in filing this type of complaint.
Thank you.
Benny C.
***

Carl;
Forwarded to you the complaint of Mr Benny C. Please coordinate directly with Mr C. as to the nature of his complaint and let me know of its status.
Your usual immediate action is highly appreciated.
Jake

***

Sir Benny,
Good PM, did this concern, queries or whatever manner brought to the attention of JT?
Thank you.
Carl

***

Mr. Carl:

Yes. But I have been given the usual run around and the lack of concrete action is appalling.

I have three complaints actually, which I will be detailing here.

I have been a subscriber of JT and have been checking on unbilled charges for my account.  For the last week of March and the first few weeks of April, I have been checking for it online.  For that period, my unbilled charges had been zero to around P10.  As such, I continued to INTERMITTENTLY use my JT line whenever I was out of the house because I was subscribed to your three-hour freebie.

On the afternoon of April 21, I decided to check on my unbilled charges. To my surprise, it had gone up to P1,947.62!
I immediately called up JT service hotline and was told by the customer service agent CSA of the following:

·not to rely on the information given by their system as they are undergoing modernization
·Assured me that my unbilled charges as of that day was only P10, which would match the unbilled charges reflected on their Web site.
·Refused to connect me to a supervisor saying that a supervisor would have no new information to tell me.
Nevertheless, I was curious as to where their automated system would pluck out a specific amount.  I have been reading about the horrors of questionable bil charges and I do not want that to happen to me, so I insisted on talking to a supervisor.  After telling the CSA countless times that unless he connected me to a supervisor, I would not continue the conversation with him, he finally relented. 

Half an hour on hold, I finally got to talk to a supervisor who told me that I was being charged that amount primarily due to using up 14,000 kb of data. 
I contested this charge as I rarely used the mobile data connection on my phone.  At home, I use my PLDT Wi-Fi connection. I also track my data usage on my phone and have been careful not to exceed three hours, which is my free allocation from the freebie.  The tracking on my phone estimated only 8MB used for the same period, a far cry from the 14MB that JT was charging me.  Screenshot of my data usage from the phone is attached.
On top of that, I repeat that I am a subscriber of your 3-Hour Surfing Freebie, as part of my Plan 299.   I am pretty sure that I have not exceeded the 3-hour allocation, so why the charge? I cannot understand why JT makes subscribers think that they are charging by the hour and then turn around and charge subscribers per KB used.  Do you mean to say that you would first charge me by the time consumed under the freebie then start charging me by kilobyte after the plan is consumed?  I challenge you to show me a page on their Web site that explains that.  They mislead people into thinking that they are paying by the time used, which is not as expensive as paying per kilobyte!
I am filing a complaint against JT for their blatant misrepresentation of usage.  Had I continued to rely on your Web site, and had not diligently checked on my account thru their hotline, I shudder to think just how much more I would be billed. This is classic fraud, a bait and switch only that instead of being offered a higher priced item, you are duped into thinking that everything is alright.  I understand that you are undergoing network upgrades, but there are no disclaimers anywhere on your site that the charges posted there may not be accurate!
As you can see from the screenshot it says that as of April 22, 2013, my unbilled charges are still P10.27.

To sum it up, my complaints are:

1. Misleading information on billing leading to possible overpayment.  No notice on the My Accounts section of your site, making people think that they are spending within their plan allocation.  In fact, it is very blatant to see the lesser charge and the as of date being current.

What's worse, I was told that I would have to wait for my billing to be generated before anything on your part could be done.  That means more stress and aggravation on my part.  I just want this to be done and over with, so that I could take the necessary actions.  If I am going to have to question the charges, or pay them, I would like JT to show me:

1. Why I am being charged, 
How many hours I have been using the mobile data connection.
How many Kbs am I going to pay over that you say is more than my three hour allotment.
Details on the time stamps and the URLS visited, to show that indeed, my data usage has gone over three hours and indeed it justifies that much kilobytes.
Nobody, not even the supervisor I talked to could tell me that.  All they told me repeatedly is that I would have to wait until my bill is generated before I could do anything.

2. Inaccurate information coming from your CSA's, which again may cause a subscriber to overspend.  Your automated system contradicts your Accounts Web site.  Your CSA's contradicts your automated system.  Your customer service supervisors contradict your agents. 

Your subscribers get dizzy which one is accurate and which one is not.  

Your CSA was very adamant that my unbilled charges was only P10,  even after asking him about it not just five times, he said that it was only P10.

But the supervisor contradicted that and said that it was indeed close to P2,000.

Had I believed your agent, I would be paying more than the P2,000 and not have my data connection deactivated as a safeguard against additional charges.

Also, in refusing to connect me to a supervisor more than thrice, your CSA also LIED in saying that the supervisor would not have any material information which he had already given me.  

3. Misleading advertising and marketing.

I can see that you have changed your postpaid promotions, but in the previous one, you offered three-hour mobile surfing as a freebie. If your customer service supervisor was to be believed, customers are charged by the kilobyte they use and not by the number of hours.

If that is so, you let subscribers sign up for three hours of mobile surfing, then charge them per kilobyte at some point after that allocation has been used up?  And that is without ANY warning on your site (Please see the screenshot of the cached page on Google which proves what was on your Web site before, as well as a copy of your marketing materials.)  It is very misleading and fraudulent.  

4. The lack of concrete action.

Why your customers would need to wait before being served, being lied to, and not being able to get accurate information on THEIR OWN ACCOUNT from JT's OWN SYSTEM is appalling. Until now, I still do not know whether I would be billed P2,000 or P10.

Lastly, Mr. Carl, before all of these happened, I have been recontracted for another two years.  Seeing that my first contract ended only on April 19, and seeing that my cut-off is on April 26, 2013, I am thinking that the recontracting had not taken effect yet.  With this experience, I decided that I am not willing to spend time and effort monitoring my JT account and end up getting miserable, helpless being lied to with all those fraudulent information. I have been a subscriber for so long, I would like to be allowed to terminate my contract without having to pay the pre-termination fees.

Note: Letter edited
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Disclaimer: The comments of the readers do not reflect the views and opinions of Fashion PULIS. 

64 comments:

  1. Sphere, as usual!

    P.S. Grabe ka na, FP! Ikaw na ang go-to person para sa mga bonggang sumbong! Ikaw na!

    ReplyDelete
  2. I'm from America. So I really dont mind what this article is about, because I'm from America.


    I use verizon !

    ReplyDelete
    Replies
    1. Nobody cares!

      Delete
    2. 12:28 Weh, umaasa ka lang sa free wifi sa Market Market no!

      Delete
    3. cheap! i use AT&T.

      Delete
    4. Depende naman 'yon siguro, 12:55 although I use AT&T too.

      Delete
    5. Maka-verizon wagas... Baka naman nka dial up ka lang ha... Or nkiki wifi ka lang sa kapit bhay mo... Lol seriously... Do you need to mention that if it wouldn't help the issue...

      --- eunixx

      Delete
    6. hahaha hindi ka nauna ngayon! hahaha

      Delete
    7. Haaay! I am from Asia.. South East Asia... West of China...Philippines...Luzon...Tagalog Region....Metro Manila...Manila....Western Manila between Malate and Sta. Cruz... palaboy in Luneta...and will use a cellphone... VERY SOON! Kaloka ka, Teh! America ka dyan!!!!

      Ikaw naman letter sender, kahaba-haba ng reklamo mo at napaka-reklamador mo. I-publish pa talaga dito sa FB para ma-empress ang readers na magaling kang mag-write? Tsehh! Magtigil ka! ilusyunada.. hahaha!

      Delete
    8. daming patola as usual hahahaha

      Delete
    9. Sorry I use Cingular

      Delete
    10. Tsaka kaya ng verizon dito 48 yrs bgo dumating ang text. Mura kasi promo nila. Cant afgord yan sa AT and T

      Cruella

      Delete
  3. Kawawa naman ang Sphere.. Tsktsk papatumbahin nalang dahil lang sa ganito?

    ReplyDelete
  4. I just love how FP publishes these letters. Stay away from Sphere. My goodness, their own subscribers are puking them out! And I'm sure, mayroon na namang magsasabi na porke less than 2k lang eh wag nang magreklamo. That's not the point here. It's the lack of customer service and the overall lack of quality. Kahit piso lang yan, dapat ireklamo kasi binabayaran mo.

    ReplyDelete
  5. Dear Complainant.. Hindi lang ikaw ang nakakaexperience ng maccharge ng mobile internet.. Whether Sphere ito or other competitors, basta ang ginamit ay Android phones, Apple or even Blackberry ay maaaring magkaroon ng unwanted charges of mobile internet. That is why your phone has so called "settings" which you can change the Data Connection to OFF if ur not using it. File a dispute and request for a reversal of the unwanted mobile internet charges. And LASTLY.. You availed for a postpaid plan.. You signed for a contract and therefore you should be aware of the pre termination fee. Edi sana lahat pala ganun nlang ginawa? Yung wlang pre termination fee at nenok nalang yung fone. You should also understand before writing and asking for symphaty here.

    ReplyDelete
    Replies
    1. My bad *sympathy --bago pa icorrect ng mga okrayers

      Delete
    2. 12:50 You forgot "your" and "phone". It should be "you signed a contract" only. - FP Grammar Nazi

      Delete
    3. also Anon 12:43 AM, magbasabasa. Hindi ako makapagfile ng dispute kasi nga I couldn't do anything until my bill has been printed. Naka lagay sa complaint letter o. Basahin at intindihin bago magcomment.

      "All they told me repeatedly is that I would have to wait until my bill is generated before I could do anything."

      Delete
    4. at wala akong nenenoking phone kasi bill rebates and inavail ko.

      makapagcomment lang.

      Delete
    5. So file the dispute after the bill has been generated. So easy as that. Syempre may investigation pa yan. Gusto mo ibalik syo agad agad buong buo now na? Kausapi mo yung CEO kung ganun na problema mo

      Delete
    6. Pour cold water on the burn area...

      Delete
    7. Akala ko si SG at kaF lang may fantard.

      Delete
    8. Anon 1:33.. Paano puro chismis lang inaatupag mo. Hehehe

      Delete
    9. Ganyan sila, wait for the bill then file a dispute letter. Tapos pag andyan na ang bill, ang sasabihin sa yo final na siya kasi nasa bill na!

      Delete
    10. Actually very true ang sinabi mo. Meron mga apps either android, apple or whatever smartphone you have na gumagamit nang data connection even naka close ang app. So even na ka patay ang wifi nang phone yung data connection nang network ang ginagamit therefore tumataas ang bill.

      Delete
    11. Ang yabang mo, kala mo di marunong gumamit ng smartphone yung user. E nilagay nga niya doon na na-track niya yung MB na ginamit niya e. Ibig sabihin mali ang charging ng data consumption. Kahit may on at off pa sa settings, kailan naging tama mag-charge ng mali?

      Delete
  6. Ang haba haba.. Kakahilo. Ang alam ko nagupdate cla ng system last March. Kaya delayed ang bill at maraming glitch. Nareceive ko nga lang yung bill ko for March last April 30 lang. Cguro ngkaprob lang tlga cla sa system.

    ReplyDelete
  7. This is a well written letter. Kahit mahaba, binasa ko kasi malinaw ang pagkakasulat niya.

    ReplyDelete
  8. Be Wise! Don't patronize Sphere!

    ReplyDelete
    Replies
    1. Switch now! Hahaha.

      Delete
  9. Hi FP, thank for publishing my letter. As an update, parang naawa naman yung first contact ko sa kanila. Sumagot kanina lang after two weeks at after finollow up ko ulit. Ang siste eh he just forwarded me to another one of their heads, who in turn forwarded the complaint to another person. So at the rate things are going, parang makukuha ko ang lahat ng e-mail addresses nila.

    To Anon 12:43 AM:

    Oh please. I have been a subscriber for 10 years, alam ko yan. to answer you and to clarify things, I did not avail for a phone sa recontracting offer nila. I availed of the bill rebates, so anong nenenokin kong phone? Makapagcomment lang.

    Also, yes, I do turn off my mobile data connection if am not using it. This is the reason why I am VERY sure na hindi ako lumampas sa three hours freebie nila. Also out of the eight hours na usage tracking ko sa phone, 4MB of which was SpeedTest.net. May idea ka ba kung ilang seconds lang ang tinatagal ng SpeedTest?

    Huwag gawing tanga ang lahat ng tao.

    ReplyDelete
    Replies
    1. boring mo. naman don't pollute fun places with your personal billing issues. tsk!

      Delete
    2. dude your letter was nobela enough. Maguupdate ka pa ngayon minuminuto ng developments? utang na loob! spare us!

      Delete
    3. Geez, spare us the drama!

      Delete
    4. ay ang b**o ng tatlong anonymous na ito. pollute fun places ba kamo? nobela ba kamo? spare us the drama ba kamo? halikayo, ipahuli natin ang tumutok ng baril sa inyo at pinilit kayong basahin ang post na ito? kaloka! binasa niyo dahil gusto niyo. aminin. write your own blogs kung hindi kayo sangayon sa content ni FP. kaloka, kala mo sila si FP.

      Delete
  10. ayyy ang HABA HABA parang yong akin...di ko na binasa

    ReplyDelete
  11. I had quite the same complaint. They suddenly switched my plan from time-based browsing to kb-based browsing. From 500 every month my bill went up to 7,000 (with bill shock, it came down to 3k+). I called April 22 and May 4. They did not have an answer. I demanded that this amount be waived; it has been weeks since but they never gave me an update. Customer Service is so sh**ty. I would never pay for this amount. They never informed users that they would be changing the billing scheme.

    ReplyDelete
    Replies
    1. Same here! Ever since time-based ako tapos biglang nagconvert. GT customer service said final na daw yung nasa billing. Ay nako, pinaglaban ko yan. Sabi ko go check all my billing records. And besides, di ko nga alam ano ang keyword para baguhin yun e. Yun, tinignan nya, saka siya nagfile ng request for reversal. Then she told me how to convert my browsing to time-based using my phone to which I did naman. Nagreply ng wait for confirmation after an hour. Ayun, halos 1 month na wala pa ding 'confirmation'. Hahaha!

      Delete
    2. I asked the agents in both of the times I called, how do I switch back to time-based browsing, they told me send TIME to 1111. Parang mali nga eh, I never got any text confirmation. Gahh I hate their service.

      Delete
  12. I've been a subscriber of Sphere for years already but so far I have no bad experiences from this company. I am one of the few lucky ones, I guess?

    Same as the letter sender, I was also charged by Sphere months ago for mobile surfing. It would be impossible for me to surf the net using my Blackberry because I did not avail of the data plan for mobile surfing plus I always use wifi at home. If I'm not at home naman, I don't surf the net using my phone. And my Data Connection is also off. I immediately went to the nearest Sphere office to complain. The guy from Sphere was very helpful. He tried to trace how I was charged for mobile surfing. He told me na I shouldn't be charged nga because I have a different data plan. He made a report, gave me a ticket number and voila - the excess charge was removed from my bill. After a few days, I received a text from Sphere that the charge was officially removed from my account. Easy peasy!

    So a few tips na lang sa mga Sphere subscribers:

    1. If you have a complaint with regards to your bills or any services of Sphere, go directly na to sa office nila if possible. I find that the @SpeakToChenez Twitter account is not that dependable. Iba iba office hours ng mga representative nila. Di ko tuloy alam kung sino ittweet. Ang labo, in fairness.

    2. Always ALWAYS read your bill from page to page. And keep your previous bills and receipt para we can compare the difference when it comes to charges (Like I was never charged for mobile surfing, tapos biglang nagkaroon?)

    3. Inhale. Exhale. I know it's hard not to feel upset and frustrated lalo na pag money ang usapan. The easiest way to have our issues address is to go to their office STAT! Sometimes we're wasting our time and effort lang kaka tweet sa kanila. Nganga!

    And if we're not that contented and happy na talaga with their services? Lipat na sa Wise! Or sa Moon! Iwas stress, diba? ;)

    ReplyDelete
    Replies
    1. O M G. Very well said.. This goes to the letter sender. Sana mabasa niya ito at marealize niya mga sinabi mo. Thank you anon 1:58 :)

      Delete
    2. Korek. Kung hindi masaya sa service, lumipat sa ibang network. Why waste your time whining here? If you are so appalled by the service just switch network.

      Delete
    3. Yung iba kasi ayaw umalis sa Sphere because they have the delusion that Sphere is the more sosyal network daw haha! Pwes, magdusa kayo sa poor service!

      Delete
  13. Had same issue with them for almost 8yrs now and everytime you ask for a supervisor they will keep on telling you that they're on a meeting or unavailable. Your concern will not even be taken care unless you go ballistic w/ them. Poor customer service. Even their technical support is of no help. What they keep on telling their customer is that their concern will be raised to the right dept but they have no idea which dept would that be to be exact. Every interaction w/ them should be noted on the account to not repeat the concern everytime you call them if its of the same issue, but they will keep on asking the question over and over again each time you get in touch w/ their reps. What's the use of their ads if they can't even train their staff properly... bad customer service experience + unclear support on their products = lost of subscribers
    Sad...

    ReplyDelete
  14. ang daming issue ng kumpanyang ito? nakakalurkey! dapat kung ganun, hindi sila payagang maglock down ng subscriber to make sure na makalipat agad ang mga may issue.

    ReplyDelete
  15. hindi ka ba na-update about sa network upgrade? kasi kami ng mga friends ko na nainform ay expected na na wala kaming makukuhang bill so we just pay our monthly dues on the same week we regularly pay them... and until now wala pa kaming nkukuhang bill..

    ReplyDelete
  16. in all fairness, nmn din. meron akong mga disputes din sa network na to but all of those were addressed and taken cared of.. the copy of the bill is ur bestfriend and since meron daw network upgrade at ininform nmn nila ako na by either june or may pa ako mkktanggap ng bill, i just pay my dues at the same week i regularly pay it. i'm a postpaid subscriber by the way. and the experience ko ang disputes when i started usin a smartphone lalo na ang blackberry kasi super complex ng mga services (bbm only; bbm social; unlisurf etc). Mas advisable ang unlisurf sa smartphones kasi most of the apps are using data. sabihin nyo mang nag-eenarte ako about using unlisurf eh nakabili nga kau ng smartphone para san ba ang smartphone? pang games and wifi lang ba? most of the people who complain about network services dont read their contract and know their phones that well. basa basa din po ng manual and contract. kung buong family nmn po ang gumagamit sa phone, syempre dpat turoan po kung pano gamitin at para hindi ma-charge. meron din nmn tlgang disputable but karamihan ng dispute ay nagmumula sa katangahan ng user.

    ReplyDelete
  17. Sa Sphere subscribers, have you noticed na delayed yung bill natin for the month of March-April? In fairness naman sa Sphere, they mailed me (I'm sure you got yours din? Alangan namang ako lang LOL!) a notice na there's a delay with our bills due to some reason (I forgot the exact one). At least they have the decency to inform us ahead diba?

    Eh napaka OC ko. I always make sure I pay the exact amount on my bill every month so I sent Sphere a tweet requesting them to email me a copy of my bill. And they sent it like an hour after I tweeted them! Naka PDF pa and all. :)

    ReplyDelete
  18. ganyan talaga ang nature pag post paid accounts, pati sa u.s., yan mostly ang complaints nang mga customers. may mga hidden charges, misleading info sa ad nila at yung customer service, if not rude, inefficient. andaming prompts before you get to talk to a rep. pag me sumagot na, inefficient naman ang info at resolution.

    ReplyDelete
  19. paki summarize nga pls, katamad basahin sobrang longer

    ReplyDelete
  20. Lubos na gumagalang, DTI.... chos!!!

    Salamat po sa mga mumunting mga suliranin sa postpaid. hindi po talaga madali ang buhay kung ganiyan at ganiyan ang lumalabas na problema. Minsan tuloy napag-iisip ako kung magpa-plan kasi sa prepaid kontrolado ang gastos. kuwidaw lang talaga ako sa laging pagkain ng load.

    sana lang po malaman ito ng DTI or NTC.

    ReplyDelete
  21. KALOKA NAKAPLAN 299 LANG NAMAN SI COMPLAINANT! HAHA

    ReplyDelete
    Replies
    1. Ay te that's not the point. Kahit 299 yan or 2000, everyone should get what they paid for.

      Delete
  22. Don't get offended letter sender... pero I think, instead of sending your concerns here sa fp, why don't you go directly to any Sphere branch or office. May mas mapapala ka pa. Dito sa FP, we, readers, can only give you empathy, pero kung nagpunta ka na sa office nila edi sana you're a step closer to resolving your bill issues.

    ReplyDelete
    Replies
    1. Dear Reader-- sorry to offend you but I think this is the only way to revenge.. Ang siraan ang network na puro kapalpakan. Ayoko na pumunta sa branch kasi ayoko ng abalahin nila ako nkakatamad lang. Pathetic sige i'll accept it.. Pero this is a free country.

      Delete
  23. Buti pa si Wise, iisa lang yung may-ari maganda pa services nila compared to sphere na A. group yung nagpapatakbo

    ReplyDelete
  24. I think kaya marami ang naka Sphere kasi di sila ma approve sa Wise and Moon basta basta. Let's admit it na mas maluwag ang Sphere sa pagbigay ng postpaid plan. kahit ako mismo aminado na ung plan 1799 ko sa Sphere, pag sa Wise ako, hindi ako ma approve kaagad agad kasi kulang ung monthly salary ko para sa same plan ko na nakuha sa Sphere. :)

    ReplyDelete
    Replies
    1. Ooooohh you got a good point.

      Delete
  25. I've been a Wise PREPAID subscriber for 10 years & just recently got my first line with a Note 2 Plan..under Wise pa rin syempre! Kahit mas mahal ang plan package offer, wala namang stress katulad nung ke Sphere!

    ReplyDelete
  26. Antataray ng mga utaw ditey nakaplan!!!! Ahihihihihihihi!

    ReplyDelete
    Replies
    1. prepaid ka, teh? ewwww....

      Delete
  27. Wala naman sigurong perfect network, the only reason we are complaining is we wanted to make sure its worth every penny we spend with them.

    ReplyDelete
  28. Hayzzz nakows horror story talaga yang kumpanyang yan. Ang plan ko 299/month tapos for april biglang 1188. So sabi ko bakettt? Wala pa daw bill so bayad muna kasi over na sa credit limit. Nung dumating ang bill, 2x akong binill ng 299 tsaka isang 599. Nakows mafinish contract lang ako, tsupi agad ako dito sa kumpanyang di na matapos ang upgrade. Two years contract, high blood ang aabutin, sa S na lang ako. Simple, mura tsaka no more postpaid for me ever. 

    ReplyDelete