While awaiting PLDT - SMART and NTC, may I ask the following:
1. Are these the new branches technical names, i.e., PLDT Wireless Unit Smart Communication was Smart Wireless Center; PLDT Sales and Service Center (PLDT SSC), PLDT Branch?
2. Are they called Business Partners?
3. Do PLDT Inc. TEL Board of Directors including promoted executives handle Chief positions, for example, Ms. Maria Cecilia H. Abad VP, former AVP, Deputy Data Privacy Officer ordered twice the overriding of approvals (For Your Approval/Action 'FYA' document for approval and signature by an authorized officer) and breech of Data Privacy of subscribers?
4. Can these information be sourced online as disclosed by Atty. Maria Lourdes Rausa-Chan to SEC and PSE?
2017 http://edge.pse.com.ph/downloadHtml.do?file_id=378240
2018 http://edge.pse.com.ph/openDiscViewer.do?edge_no=93451ccecb83a21043ca035510b6ec2b
Observation on PLDT Ultera Data Privacy "Is Unavailable":
It is noteworthy to find out that despite of this company having Data Privacy Officers, the Customer Solution Platform (CSP) Software / Application that 171 Hotline uses to access subscribers' information can have an "Is Unavailable" STATUS on its Data Privacy Statement Menu!
Noting that "Profiling" is against Data Privacy Policy yet on the Dashboard Alert, on my account an entry states "Eligible for wired migration (for facility checking)", meaning, Wired Migration, e.g. DSL and Fiber Internet, almost a full cycle of Profiling was facilitated and so Data Privacy has been breeched over and over again! Why? Because the said entry has been updated from March 2018 to June 2018, but never was it mentioned that I declined this offer via email last Nov 2, 2017 around 10:00 PM and consistently declining whenever they enthusiastically talk about DSL internet instead of the adjustment of full monthly service fee (MSF) refund from March 2015 to present and activation of Unlimited (Data) Volume Ultera with speed up to 2 Mbps internet!
Did Ms. Abad abuse her authority together with Ms. Rachel Onza (PLDT Hotline Management), who kept on asking her team my concerns, yet she has not taken time to contact me? Why? On the information I gathered from PLDT, after Ms. Abad migrated my daily data capped Ultera amiss to monthly data capped Ultera instead to Unlimited (Data) Volume Ultera, Ms. Onza will do a repeat of overlooking what has been approved the second time around last Feb 7, 2018 at 4:08 PM email trail reply by Mr. Leonardo Lee, PLDT Brand / Products Specialist of Mr. Irwin De Guzman himself! PLDT Marketing Brand (Products) Manager Irwin De Guzman has signed and approved an (For Your Approval/Action) FYA document submitted by PLDT SSC Imus Branch by Ms. Reylinda Geluz, supervisor, last Jan 31, 2018 CC'd her Area Mgr. Val Fule; including department heads of PLDT and Smart Billing, Dispute Mgmt, Sagip team, CX Solutions, DSL, Ultera, Customer Experience Mgmt, Smart Mgmt Experience Wireless, Smart Technical Support Operations Mgmt, and what not! The said FYA stated at least three (3) items:
1. Full Ultera and WiMAX Unlimited monthly service fee (MSF) refund from March 2015 to present
2. Correcting internet migration from Data Capped Ultera to Unlimited (Data) Volume Ultera up to speeds of 2Mbps
3. Letter of Apology from PLDT (on an Official Letter Head, officially signed by a PLDT executive, cc'ed Mr. Manuel V. Pangilinan, stamped with official company seal, with initials who prepared the letter) explaining the appearing of dunning water mark "Notice of Disconnection" on the SOA with Cut-Off Nov 10, 2017 while the adjustments have not been completely posted, despite the full payment and overpayment appearing on the other hand; and why the activation of the promised internet migration correction has not yet been facilitated nor activated! It must include the resolution and how the same mistakes, oversights, neglect, inept and condescending service, dropping of calls, misdirection of SPOC spiels, Data Privacy and Dashboard Alert mismanagement, etc. must be prevented and avoided in good faith! These must be sent, hard copy to my billing address, and an earlier soft copy via my registered email address on my Account at PLDT CSP! Smart Communications must do the same!
PLDT Management, Executives, Business Partners, Support Groups Heads, HomeBro Team Leaders and Coordinators were informed via the email trail and what not! (Please see screenshots below)
As compared to SMART Prepaid Hotline *888, which Smart SIM Data Privacy default was "to consent", my Cellphone Account has an entry unconsenting to Universal Consent, including profiling by affiliated and subsidiaries of SMART and PLDT, in exact words:
Decline Sharing of Data Privacy including October 2017 SR# 923 645 122 Oct 19 8:59 PM Diez Data Privacy Update With Dashboard Alert on Data Privacy Attributes Universal Consent No - Decision (Decline). Each process has been thoroughly defined on the Data Privacy Statement, e.g., profiling!
I was interviewed by SMART Prepaid Hotline *888 for the Data Privacy after I invoked my Data Privacy rights at PLDT Ultera Hotline 171. Why, because this PLDT salespersons and Customer Experience Management kept calling me and would drop my call when I followed up my complaints instead of listening to their offers and demanded to talk to their Managers! I even found out that this Customer Experience Management (CEM) called me for billing complaints and Technical Support concerns later on the next year (2018) when all shit hit the fan! They called me via my Smart cellphone number, do not finish the call, then report the complaint as closed! Last Feb 7, 2018 2:15 PM Customer Experience Management (CEM) CSR have rung my Smart SIM number 918xxxxx88 and transferred call to Supervisor Diane Tiño CEM with Caller ID 02 8237915 when I demanded to speak to her manager. So, how is this CEM company or department related to PLDT Marketing which on the same day approved the second FYA; and how are they related to the Titanium department who tried attempting to misdirect by her advice she'll "assist" me migrating the amiss monthly capped Ultera to another unrequested DSL migration? Were they trying to bypass the email where the signed and approved FYA was to be attached and sent by 4:08 PM?
While last Feb 14, 2018, I found out that CEM communicated via email with CX Solutions through Supervisor Ms. Mina Lopez and to Titanium Team to insinuate they were calling to assist me for DSL internet migration which I never requested. By the following weeks as the problem they created escalated, I found out that by 4:00 PM, Mr. Gusilatar started sending that email trail to Mr. Deciar, PLDT Ultera Hotline 171 Operations Manager for another misdirection! I complained this via email and had been following up until June 2018 and awaited still while tweeting due to PLDT Labor Case.
PLDT SSC branch vs PLDT Wireless Unit Smart Communications Branch (Smart Wireless Center at SM Supermalls):
Branches such as PLDT SSC and PLDT Wireless Unit Smart Communications (Smart Wireless Center at SM Supermalls); and Hotlines such as PLDT Ultera Hotline 171, PLDT Ultera Hotline 171, PLDT DSL Hotline 171, Smart Prepaid Hotline *888 kept on pointing fingers, if not, non-stop exhibiting a Houdini or a Drama Ensamble but one almost always fail to lie!
For example, last month, November 9, 2018 at 7:00 PM, I was in the branch at around 1:55 PM, My complaint about the SOA with cut-off date June 10, 2018 with water mark "Notice of Disconnection" as dunning note the second time despite fully and overpaid by P1,200+, Ms. Milet Mañalac refused to log it to be saved, thus to generate a corresponding ticket number, service report number, or complaint report number; and she refused to include it from the other ticket numbers, instead she insisted that I report it to the Hotline!
With these and on the next hand, I wonder why branches or stores such as PLDT SSCs and PLDT Wireless Unit Smart Communication (SMART Wireless Center) are not all located within SM Supermalls where DTI supposed to be helping customers solved store and customer disputes participatively by the SM Tenant Management, yet the latter executives were the ones suggesting to ignore the customers! Please see attached supporting email screenshots!
Earlier of May 30, 2018, I visited PLDT SSC Imus City branch at 2:45 PM to follow up the signed approved FYA last Feb 7, 2018 by Mr. Irwin De Guzman, PLDT Marketing Brand Product Manager. Ms. Reylinda was on-leave per Ms. Julieta Malvar, OIC. So, she said she can't call her at her own branch for a conference call and she has no copy of the said FYA. She said Ms. Geluz will return the next day, Friday, but she never called me as courtesy to my thrid visit that she's unavailable, nor when I demand at the Hotline to inform her that I am demanding an update via call-out.
So, when PLDT SSC Imus City branch at 2:45 PM to around 4:30 PM and PLDT Wireless Unit Smart Comm. (Smart SM Bacoor branch) at around 5:30 PM to 6:00 PM have no supervisor nor manager willing to face me, I demanded SM Tenant Management Department Mr. Liam Diano around 6:00 PM last May 30, 2018 to mediate between Smart Branch Manager Lea Espiritu, but she only sent her representative, Mr. Pau Fernandez. These two handled my Canopy complaint and WiMAX complaint few years ago, consecutively.
Earlier, Ms. Espiritu's three (3) personnels including two (2) female CSRs, the first personnel and the cashier, Ms. Lyn Sunga informed me that Ms. Espiritu just took her dinner within the mall. When I asked for Ms. Marasigan, OIC, she said she went for dinner too few minutes after Ms. Espiritu left but I can stay and wait for them. They never created a ticket number or service report or complaint report number for this!
Why did I seek SM Supermall's help? Because both Ms. Marasigan and Ms. Espiritu have not yet arrived, yet this another CSR has started declining the items on my face. Why didn't they create the same decline reply via a ticket number for the Smart Hotline Prepaid Buddy CSRs and supervisors to read to me? Why didn't they just called me, them having a landline and service cellphone at their branch? Remember, I consistently followed-up demanding for several months through email directly to Ms. Espiritu and by calling the Smart Prepaid Buddy Hotline *888 to relay to Ms. Espiritu to reply this way, but never she replied nor called me to decline them nor even update me. We can both avoid spending time and effort seeing each other if she's annoyed meeting me at the branch! She can just log and save her reply to generate a ticket number via Customer Solution Platform (CSP) / Dashboard and let their Smart Hotline *888 CSRs/supervisors/ managers read it to me should I call to follow up!
Now that I visited her Smart Store (PLDT Wireless Unit Smart Communications) SM Supermall branch, she will treat me obnoxiously by instructing her CSR via cellphone to decline everything! So, her CSR kept walking to and fro the "Backoffice" holding on to her cellphone talking to no one, but to the officers inside and probably notified and warned by PLDT SSC which I visited earlier that day!
So, I left their chaotic branch and climbed my way up to the SM Tenant Management for SR# 938 289 394 that Smart Store Manager Ms. Lea Espiritu accessed my Ultera account last Nov 23, 2017 at 11:44 AM, never left a note that she called me last Nov 20, 2017 giving me hers and her OIC's email address to review my email complaint! I've been sending her branch my email cc for several years, nobody answered it. She said that her area manager Ms. Leyva has transferred a year ago together with Ms. Tutanes. Yet I saw Ms. Tutanes walking to and fro the backoffice when her CSR Michelle replaced my Smart SIM card 0918xxxxx88 to LTE last April 4, 2017 SR# 843 410 541!
Ms. Espiritu has all the opportunity to log, generate a ticket number but she decided on behalf of Ms. Reliza Remolin, Smart Special Handling Senior Manager, to disregard my follow up requests at the SMART Prepaid Buddy Hotline *888 leaving my concerns and efforts to Ms. Remolin who she said instructed her that my account is under Ms. Maria Lourdes Rausa-Chan! Ms. Remolin has not logged with corresponding ticket numbers as well. And only to find out when I reached home around 11:00 PM, only Ms. Lyn Sunga generated a late ticket SR# 1 022 922 364 at 850 PM stating "Smart Store PLDT Ultera"! Where are the account memo that my demands for the following were declined that day?
1. SMART WiMAX Certificate not covered by FUP, thus unlimited
2. Assistance to activate Ultera Unli Vol
3. Print email received May 2, 2018 upon approval
4. Refund both Ultera and Wimax?
Ms. Espiritu was declining these via her CSR by cellphone call, who doesn't know how to log properly. If Ms. Sunga was the cashier, then it's the other female CSR who didn't log the details why I was there!
Then who is Mr. Rogelio Gusilatar who kept on harassing me to get the DSL internet instead, instructing through Ultera Hotline Mr. Glenn Deciar, Mr. Paul Panganiban, Ms. Jane Morales, and Mr. Brian Toledo. Whilst supervisor Mr. Mark Brian Gomez and the operation managers taunted me to proceed to NTC if I am not satisfied with their service!
Wait, did they suddenly forget the two (2) FYAs approved consecutively last Nov 9, 2017 and Feb 7, 2018? Why would they keep on insinuating their Compliance or Fulfillment Department is NTC and push me to go there to discuss my complaint? Why would a DSL supervisor, Mr. Panganiban be my Single Point of Contact (SPOC) when he is employed at PLDT DSL last April 11, 2018? Why does Mr. Rogelio 'Doods' Gusilatar, a Smart Technical Operations Management Senior Manager, cascade an instruction to PLDT Ultera operations managers and PLDT DSL supervisors to harass me in taking DSL instead of facilitating the approved Ultera Unlimited Volume / Data with speed up to 2 Mbps? Why did these supervisors pretend to be operations manager? Why was Ms. Jane Morales campaigning for Fiber Internet while she was on the production area together with the CSRs, supervisors of PLDT Ultera Hotline 171?
Heads up to Atty. Ma Lourdes Rausa-Chan and Atty. Josefina Remollo, the latter who as I read online participated and won in the Baguio Pine Trees SM root-balled vs Government case few years ago.
While at PLDT SSC branch, did Sup Reylinda Geluz connive with her three (3) OICs and more than five (5) CSRs pretending she's doing rounds on Cavite Area, yet when I went out to the comfort room outside, at the back-right side of the branch, she might be the one who was smoking there and directed me to the CR? Please have your CCTV checked around 5:15 PM to 6:30 PM probably a cellphone on the other hand texting the OICs Mr. Randy, Ms. Milet, or Ms. Julieta checking if I left the branch already. Should I have brought two tin cans with a long thread, I will definitely gifted them for telephone use. Why? She might be there in the Backoffice, but she talked to me only late 6:00 PM via the landline telephone of her OIC, Ms. Melita Mañalac! Ms. Geluz even has the guts to tell me that I was suspicious, when I asked her if our conversation was recorded at the start of our telephone conversation!
I visited the branch by 1:55 PM and the personnel I asked confirmed Ms. Reylinda Geluz was around. So, I requested him to forward my old complaint letter with several receipt details to her. When he returned he said that my complaint is a year old already so it's invalid. I shown him the date stamps and he returned it to Ms. Geluz.
When he got back, he said I should secure a queue number from the queueing machine because I will be entertained by her once my que number is called. I said I got one already, the problem is if Ms. Geluz will suddenly disappear! I didn't know yet that her branch was closed, so she was there sharing the branch with several OICs and CSRs from the other branches! (Please see the photo of my queue number generated by PLDT SSC Imus branch dated November 9, 2018 at 1:58 PM) On this blog, you may expect screenshots supporting my claims!
That personnel left me my complaint letter and disappeared. So, I asked another female CSR the same and when she returned, she now spieled the Houdini! She claimed Ms. Geluz never stepped on the branch that day so, she can't sign it.
I was there four (4) times started Nov 2, 2017, Nov 28, 2017, May 30, 2018, and Nov 9, 2018, this time her branch closed, so three branches where occupying the said branch with all the more than 15 DSL and Fiber pickup trucks parked at the back! She could have called me within that span of one year but she refused, if not, who advised her?
I have learned the email trail she had with the support groups corresponding on the two items I demanded and following up with all the channels from Nov 8, 2017 to March 2018. The FYA she submitted was approved and signed by Marketing Brand Product Manager Irwin De Guzman last Feb 7, 2018!
Ms. Geluz communicated to Smart Senior Manager Rogelio Gusilatar (SMART Technical Support Operations Management) asking what my demands were, when in fact I never knew this Smart Senior Manager - only when DSL Hotline 171 advised he will call me after I demanded an explanation why DSL was calling me last Feb 14, 2018 for their own initiated DSL migration assistance! I also learned that by 4:00 PM, as my complaint started escalating due to that Titanium Team Hotline 171 missed calls, text and its initiated presumptous call, Mr. Gusilitar started sending the email trail of the said signed and approved FYA to Mr. Glenn Deciar, Operations Manager of PLDT Ultera Hotline, possibly to mitigate the effects, to clean their mess. He was their escape goat!
Last Feb 14, 2018 by 2:00 PM I started contacting PLDT DSL Hotline 171 to file my complaint of the said Titanium Team Call Out! Persistent to have an answer and to be taken seriously, I learned about Ms. Annabelle Ordoña, Operations Manager, PLDT DSL Products and Services, and Customer Care Billing Concerns. She cannot explain why and if there really was a DSL unit available for me, so she promised these to be investigated. First, she denied receiving emails from her subordinate supervisors and even claimed the other female supervisor was not under her. The next time I called, she refused to handle my call as she was in a meeting according to the CSR, but promised Ultera Support Group will give me a call within the day. I asked for the corresponding SR# or ticket number for that promise. The CSR was refused by Ultera to be given a generated ticket number but mentioned Mr. Rogelio "Doods" Gusilitar will be the one to contact me within the day. I never received any call. So I reported and complained his name to PLDT Ultera Hotline 171 through Ms. Miraflor and Anna Villaflor but they only submitted verification instead of a complaint! That was the start that I learned about Mr. Gusilatar!
I searched online for the name of this Mr. Gusilatar and found out he's a team leader under Smart Taekwondo Team of Mr. Manny Pangilinan!
But Ms. Belle (Ms. Annabelle Ordoña) can only reply a formatted response via email that this was forwarded to the support group! She never used her complete name on an official email from PLDT official email address, neither gave her job title! This is curious compared to Ms. Althea Sablan's emails to me! As you read my account, you will find out why. Please bear with me.
In short, instead of calling me about the signed and approved FYA document to update or as simple as courtesy extended to my tons of follow-ups, they will just brush these off by selling me DSL internet! Remember I invoked my Data Privacy and Confidentiality of my Data and Information rights! How would they know it was suitable for my use, if PLDT DSL hasn't accessed my account for intended promos and loyalty, profiling, third party usage, credit scoring and advertisment?
Mr. @iamMVP Pangilinan, may I ask, Which Customer/Consumer Care Support Group or Channel must accommodate Customer Aftersales Complaint?
So, I called a single missed call number logged on my phone. It should be from Ms. Althea Sablan because she missed called me when I complained last January 12-13, 2018 why the Monthly Data Capped Ultera pushed through despite of her Nov 9, 2018 approval. Her cellphone number was left on my cellphone logged as missed call last January 13, 2018 around 11:00 AM as a single missed call she never confirmed nor created a notation to date! For your information, Mr. Deciar emailed the Technical Support to stop it, another wrong migration, last Jan 11, 2018, but they pushed through the next day, January 12, 2018 by 9:45 PM. I called at 8:00 PM twice, first have talked with CSR Sky. He said my internet subscription was slow because I spent the Daily Cap Volume of 1GB! His supervisor Apple refused to take the call. When I called again by 10:00 PM, the CSR said my internet is still slow because I only have 2GB left. He said the monthly capped 30GB Ultera was activated already by 9:45 PM. So, the next day morning, January 13, 2018, I called the PLDT Hotline 171 and talked with the supervisor about this. She relayed this to Mr. Deciar, while in turn, he relayed to Ms. Sablan. He said, Ms. Sablan tried to call me earlier but my line was busy, despite blatantly my cellphone was still connected to the Hotline awaiting their message to be relayed by the supervisor! When I finally got the instruction from Mr. Deciar to hang up the phone so Ms. Sablan can call me, she missed call me just once after 11 minutes! To date she never updated my account for those events. But I was patient with her.
This was our over-the-phone conversation dated Feb 26, 2018 for 12 minutes after Mr. Gusilatar and Ms. Ordoña failed to assist me:
Hello "Good Morning, may I speak with Ms. Althea Sablan."
"Who's this?"
"Am I calling Smart?"
"No, this is PLDT."
"Who's this?"
"This is Thea!"
"Oh Ms. Althea Sablan?"
"Yes, speaking!"
"This is Elman, why have you silent treated me for more than three months?"
"I am sorry, Sir. Naka- leave po kasi ako ________..."
"Oh! I understand I went home from Saudi Arabia too because I had the same experience ________..."
"Is it alright if I take a moment of your time to clarify your deliverables about my Ultera?"
"Sure, Sir!"
"Is your commitment 'Ultera unlimited volume on the condition that the speed will be at 2Mbps. However, this will take time as we have to conduct necessary configuration with our back end.', still ongoing?”
"Yes, Sir"
Line got cut. It was an unlimited call promo of Smart Prepaid Buddy! I dialed again!
"I am sorry, the line got cut, Ms. Althea. This is Elman..."
"By the way, Sir, I believe you were contacted by Ms. Annabelle Ordoña?"
"Who's she?"
"She's my substitute while I am on-leave!"
Line got cut. My call didn't get through anymore. When Smart Prepaid rebated that call last March 16, 2018 she never answered my calls anymore going forward. SR# 985 744 526; 996 879 929; etc! Neither Ms. Remolin and Ms. Espiritu answered my calls, the former rings for awhile then abruptly rejected, whilst the latter was blocked. When Ms. Espiritu called me at 10:15 AM last May 31, 2018, after she was a no-show at the SM Tenant Mangement office, she said the phone was her son's! All these were not logged on my accounts neither they initiated generating a ticket number!
Going back last month, Nov 9, 2018 by 6:00 PM at the PLDT SSC Imus branch I visited, the landline of OIC Ms. Milet Mañalac have rung and it was handed to me by OIC Mr. Randy. I asked if it was Ms. Reylinda Geluz. He nod. I asked Ms. Geluz why it's already a year anniversary of my complaint yet she has not called me. She said that "ang alam ko kasi napasa ko na ang demands ninyo kaya bahala na sila roon". She sounded unapologetic and avoided to sound phishing if I was talking about the items on the FYA which were signed and approved last Feb 7, 2018. So, I asked her for help because the Hotline Single Point of Contact (SPOC) Operations Manager Ms. Jane Morales cannot be bothered to follow her own instruction that as SPOC, she will call me within the day. The CSRs and supervisors kept telling me this and dropping my calls for more than six (6) months. But Ms. Geluz's reply was "wala akong pakialam sa hotline, ang pag-usapan natin ay iyong concern mo dahil late na at malayo pa ang biyahe!" Then I said, why not, you are the possible reason why she refused to call me because you forwarded an FYA for DSL last Jan 31, 2018 based on her SR# 1008819251 last April 28, 2018! I explaineed that I was reiterating to Ms. Morales that I am invoking my Data Privacy rights because she kept on treating my call as a DSL Internet cross selling! But she did not mention about that email between Ms. Geluz and Mr. Gusilatar. I learned about that notation or account memo when I asked another CSR to read to me the minutes of our call (although the notation was modified under the name and log in access of Mr. Alvie Gomez, the CSR assured me that it was their OM Jane Morales who created it)! It was accounted there that Ms. Geluz was asking Mr. Gusilatar what I wanted, the latter answered "DSL"! Ms. Geluz denied she said anything to me about it during the call. I answered her that neither I was claiming she said anything, but I was relaying to her what Ms. Morales noted on the said ticket number. So, since she was trying to muddle the issue as though she was a victim, I asked her directly, did you or did you not include in the FYA items the DSL? She said no. Then I followed it with a clarification, so what items did you submit in the FYA? She said, your demand for full monthly service fee (MSF) refund of my Ultera and WiMAX fom March 2015 to present due to wrong migration to data capped Ultera! I added, what about the correct migration of my internet to Unlimited Volume? Didn't you know that the FYA was signed and approved since Feb 7, 2018 by Mr. Irwin De Guzman, Marketing Brand and Products Manager? Why didn't you update me and where are the adjustments you confirmed? And why would you submit refund request to Marketing? She said, the problem Sir is the gray area, it doesn't mean I submitted an FYA to Marketing, it's about your internet problem! I informed her that she should avoid such vicious explanation because I am aware of the content of the email correspondence from November 2017 to March 2018!
The problem with your people, Mr. Pangilinan, they were focused on who to blame because there was no empathy shown by them to both customers and their own rank and file! You spent investigating of whom to blame when you know that on the other end, customers are paying and awaiting your resolution to the existing problem! Ms. Geluz was not interested on assisting me, her hidden agenda was finding out how I learned about the signed and approved FYA!
I asked Ms. Milet Mañalac if we can have her landline phone on a loud speaker so she can note down, log it on the Customer Solution Platform (CSP), on my account, thus she can generate ticket or complaint report numbers, or SR numbers about the claims of Ms. Geluz, but she was more than prepared to announce that the PLDT SSC branch's landline telephones have no loudspeaker button! Why, because she avoided to be involved on this obvious connivance that Ms. Geluz was talking to me on the phone when she was actually at the backoffice, few steps away from the customer service table/area! She was too arrogant and presumptous, she refused to face me at her own office! She refused to provide her OICs a copy of the FYA for them to show me. She refused to provide her OICs a copy of the FYA for them to just verbalized what items were mentioned there. She instructed me instead to wait for PLDT to call me next week because she needed first to verify what Internet among the items she requested on my behalf. She specified that her OIC will call e and not her (I have not received any call from her branch). I demanded an appointment or that she must call me instead, but she declined everything! Why? Because I saw her that day. She will lose face because she never greeted me as a customer when she directed me where the CR was. What a failed ensamble this conniving PLDT SSC branch was!
Before I left the said PLDT SSC branch, Ms. Geluz and Ms. Mañalac never created a ticket number for my follow-up complaint! She was even shouting on the phone ordering her subordinates not to print her committed deliverables, forgetting she was at the back office and Ms. Milet's landline telephone has no loud speaker! I can even hear at the background Ms. Julieta Malvar, another OIC as she walked to and fro the customer service area to the backoffice over-the-phone! But I know what I am doing!
So, where is the refund adjustment she promised because I am not paying anymore! I will not shoulder any fees if your system disconnects my internet!
Oh! I found out that the PLDT Hotline 171 Dumaguete Operations Manager SPOC Ms. Jane Morales all the while was handling the Fiber wired internet Campaign and she was just a stone-throw-away of the supervisors and CSRs but they can't will her to call me! Can't anybody sense the PLDT Culture of Power Tripping and Condescension?
I asked the PLDT SSC branch female CSR why the customer CR has missing toilet flush button and if it has been reported. Her reply "Hindi ko alam, may CR kami rito sa loob" then she rudely left me rushing to the back office door (Right! There is a poor "BACKOFFICE" decal sticker on the door!) The other female CSR who shouted at the other customer earlier explaining the additional lock in period for an old subscriber, told me that they had reported the broken CR toilet flush few weeks ago!
The said FYA stated at least three (3) items:
1. Full Ultera and WiMAX Unlimited monthly service fee (MSF) refund from March 2015 to present
2. Correcting internet migration from Data Capped Ultera to Unlimited (Data) Volume Ultera up to speeds of 2Mbps
3. Letter of Apology from PLDT (on an Official Letter Head, officially signed by a PLDT executive, cc'ed Mr. Manuel V. Pangilinan, stamped with official company seal, with initials who prepared the letter) explaining the appearing of dunning water mark "Notice of Disconnection" on the SOA with Cut-Off Nov 10, 2017 while the adjustments have not been completely posted, despite the full payment and overpayment appearing on the other hand; and why the activation of the promised internet migration correction has not yet been facilitated nor activated! It must include the resolution and how the same mistakes, oversights, neglect, inept and condescending service, dropping of calls, misdirection of SPOC spiels, Data Privacy and Dashboard Alert mismanagement, etc. must be prevented and avoided in good faith! These must be sent, hard copy to my billing address, and an earlier soft copy via my registered email address on my Account at PLDT CSP! Smart Communications must do the same!
Data Privacy Breech and Fradulent transaction:
Titanium DSL called, using 171 PLDT Hotline, to advise her assistance to migrate my datacapped Ultera internet to wired (DSL) last Feb 14, 2018, despite of the recent approvals! What was wrong in this scenario? Worse, she texted me one day before, that was Feb 13, 2018
And when Ms. Samson finally called me last Feb 14, 2018, she talked about DSL migration when it was not even mentioned on the system generated text itself! (When I asked for her supervisor, Ms. Nicel Saban, the latter dropped my call and never called me back to apologize despite of my several complaints both at the Ultera and DSL Hotlines!)
The text was similar to the Special Handling Consumer Care Senior Manager (subordinate of Ms. Abad, AVP Deputy Data Privacy Officer and PLDT Consumer Care Head!) Ms. Althea Sablan's email dated Nov 9, 2017 at 5:06 PM (please see the complete trail below):
So, PLDT and SMART, why override two FYA approvals and lie by omission? The first one was when you sent me a Nov 10, 2017 cut-off SOA with a dunning "Notice of Disconnection" but looking back, you planned to wrongly migrate again a Daily Capped Ultera to Monthly Capped Ultera signed by Ms. Abad, instead of the Unlimited (Data) Volume Ultera as advertised at pldt.com/ultera/support and signed and approved. Now, by February 13, 2018, since I was not aware of the second FYA signed and approved yet, this time by Marketing, you instructed your trolls to contact me as though you are obliging to a made-up customer initiated DSL migration request you scripted! If I accepted that, didn't you plan this process for unsuspecting customer, forcing him to make an uninformed decision?
Possible Repercussions of Posible Fraud and Data Privacy Breech:
1. Customer will be expecting to pay the lock-in period all over again should he choose to terminate the subscription if it will still be data capped and under Fair Usage Policy. How much is that if you have 36 months x Php 1,299 monthly service fee (MSF)? And how much will PLDT pay if the problem is caused by them, maximum of P5,000 only!
2. Obnoxious Customer Service, all channels! My calls were dropped! I was told to wait within the day when the SPOC Operations Manager/Supervisor was on-leave! The same when the SPOC was campaigning for Fiber Internet Product for six months! Until now, she never called me!
3. Internet under Fair Usage Policy and Data capped, despite that I passed the parameters - old paying subscriber of WiMAX and Canopy for more than 10 years!
4. Same employees you will encounter who refuse to provide SR#s or ticket numbers because I was told the PLDT Ultera Hotline 171 SPOCs including operation manager, some supervisors, and some CSRs who handled my account were transferred to PLDT DSL Hotline 171 and vice versa to those I spoken with when I was calling the latter to confirm if there was a record of the DSL internet these employees were enthustically cross-selling alluding to assist me in migrating my Ultera to an approved DSL internet!
5. Vicious Cycle I never thought PLDT-SMART will overlook from Canopy Unlimited Volume, WiMAX Unlimited Volume to PLDT Ultera Unlimited Volume (witha signed and approved FYA they never activated) instead I am paying for a capped Data for the same price!
6. Where is my missing WiMAX full MSFs refund; and Ultera full MSFs refund from March 2015 to present?
7. Doomed Letter of Apology for twice dunning SOA PLDT and carelessly sent!
8. No initiative from Special Handling to explain, apologize and resolve these complaints!
9. Ongoing Vicious Cycle of PLDT and Smart as though keen on innovating how the customer complaints will be delayed, stalled to the extent of closing the ticket number right after the call of customers and or after the generation of the said ticket or service report; emails being corrupted and later on totally wiped out and permanently inacessible, which the SPOC can magically refer at to insinuate declined items but refusing to enumerate these declined items, but again magically indicated on the account memo/notation incompletely logged, incompletely documented and saved to generate or not to generate a ticket number! PLDT seemed innovating Business Process made in such a way rendering valid customer complaints null and or void!
More observation to follow PLDT DSL Hotline 171 vs PLDT Ultera Hotline 171 vs Smart Prepaid Buddy Hotline *888!
Cc:
PLDT Home
Smart Communications, Inc.
PLDT Enterprise
PLDT
SM Supermalls
Pres. and CEO Manuel "Manny" V. Pangilinan
Department of Information and Communications Technology - DICT
Pres. Rody Duterte
Related:
1. Are these the new branches technical names, i.e., PLDT Wireless Unit Smart Communication was Smart Wireless Center; PLDT Sales and Service Center (PLDT SSC), PLDT Branch?
2. Are they called Business Partners?
3. Do PLDT Inc. TEL Board of Directors including promoted executives handle Chief positions, for example, Ms. Maria Cecilia H. Abad VP, former AVP, Deputy Data Privacy Officer ordered twice the overriding of approvals (For Your Approval/Action 'FYA' document for approval and signature by an authorized officer) and breech of Data Privacy of subscribers?
4. Can these information be sourced online as disclosed by Atty. Maria Lourdes Rausa-Chan to SEC and PSE?
2017 http://edge.pse.com.ph/downloadHtml.do?file_id=378240
2018 http://edge.pse.com.ph/openDiscViewer.do?edge_no=93451ccecb83a21043ca035510b6ec2b
Observation on PLDT Ultera Data Privacy "Is Unavailable":
It is noteworthy to find out that despite of this company having Data Privacy Officers, the Customer Solution Platform (CSP) Software / Application that 171 Hotline uses to access subscribers' information can have an "Is Unavailable" STATUS on its Data Privacy Statement Menu!
Noting that "Profiling" is against Data Privacy Policy yet on the Dashboard Alert, on my account an entry states "Eligible for wired migration (for facility checking)", meaning, Wired Migration, e.g. DSL and Fiber Internet, almost a full cycle of Profiling was facilitated and so Data Privacy has been breeched over and over again! Why? Because the said entry has been updated from March 2018 to June 2018, but never was it mentioned that I declined this offer via email last Nov 2, 2017 around 10:00 PM and consistently declining whenever they enthusiastically talk about DSL internet instead of the adjustment of full monthly service fee (MSF) refund from March 2015 to present and activation of Unlimited (Data) Volume Ultera with speed up to 2 Mbps internet!
Did Ms. Abad abuse her authority together with Ms. Rachel Onza (PLDT Hotline Management), who kept on asking her team my concerns, yet she has not taken time to contact me? Why? On the information I gathered from PLDT, after Ms. Abad migrated my daily data capped Ultera amiss to monthly data capped Ultera instead to Unlimited (Data) Volume Ultera, Ms. Onza will do a repeat of overlooking what has been approved the second time around last Feb 7, 2018 at 4:08 PM email trail reply by Mr. Leonardo Lee, PLDT Brand / Products Specialist of Mr. Irwin De Guzman himself! PLDT Marketing Brand (Products) Manager Irwin De Guzman has signed and approved an (For Your Approval/Action) FYA document submitted by PLDT SSC Imus Branch by Ms. Reylinda Geluz, supervisor, last Jan 31, 2018 CC'd her Area Mgr. Val Fule; including department heads of PLDT and Smart Billing, Dispute Mgmt, Sagip team, CX Solutions, DSL, Ultera, Customer Experience Mgmt, Smart Mgmt Experience Wireless, Smart Technical Support Operations Mgmt, and what not! The said FYA stated at least three (3) items:
1. Full Ultera and WiMAX Unlimited monthly service fee (MSF) refund from March 2015 to present
2. Correcting internet migration from Data Capped Ultera to Unlimited (Data) Volume Ultera up to speeds of 2Mbps
3. Letter of Apology from PLDT (on an Official Letter Head, officially signed by a PLDT executive, cc'ed Mr. Manuel V. Pangilinan, stamped with official company seal, with initials who prepared the letter) explaining the appearing of dunning water mark "Notice of Disconnection" on the SOA with Cut-Off Nov 10, 2017 while the adjustments have not been completely posted, despite the full payment and overpayment appearing on the other hand; and why the activation of the promised internet migration correction has not yet been facilitated nor activated! It must include the resolution and how the same mistakes, oversights, neglect, inept and condescending service, dropping of calls, misdirection of SPOC spiels, Data Privacy and Dashboard Alert mismanagement, etc. must be prevented and avoided in good faith! These must be sent, hard copy to my billing address, and an earlier soft copy via my registered email address on my Account at PLDT CSP! Smart Communications must do the same!
As compared to SMART Prepaid Hotline *888, which Smart SIM Data Privacy default was "to consent", my Cellphone Account has an entry unconsenting to Universal Consent, including profiling by affiliated and subsidiaries of SMART and PLDT, in exact words:
Dashboard Alert! Menu Data Privacy Disagree to provide consent for promos and loyalty, profiling, third party usage, credit scoring and advertisment.
Decline Sharing of Data Privacy including October 2017 SR# 923 645 122 Oct 19 8:59 PM Diez Data Privacy Update With Dashboard Alert on Data Privacy Attributes Universal Consent No - Decision (Decline). Each process has been thoroughly defined on the Data Privacy Statement, e.g., profiling!
I was interviewed by SMART Prepaid Hotline *888 for the Data Privacy after I invoked my Data Privacy rights at PLDT Ultera Hotline 171. Why, because this PLDT salespersons and Customer Experience Management kept calling me and would drop my call when I followed up my complaints instead of listening to their offers and demanded to talk to their Managers! I even found out that this Customer Experience Management (CEM) called me for billing complaints and Technical Support concerns later on the next year (2018) when all shit hit the fan! They called me via my Smart cellphone number, do not finish the call, then report the complaint as closed! Last Feb 7, 2018 2:15 PM Customer Experience Management (CEM) CSR have rung my Smart SIM number 918xxxxx88 and transferred call to Supervisor Diane Tiño CEM with Caller ID 02 8237915 when I demanded to speak to her manager. So, how is this CEM company or department related to PLDT Marketing which on the same day approved the second FYA; and how are they related to the Titanium department who tried attempting to misdirect by her advice she'll "assist" me migrating the amiss monthly capped Ultera to another unrequested DSL migration? Were they trying to bypass the email where the signed and approved FYA was to be attached and sent by 4:08 PM?
While last Feb 14, 2018, I found out that CEM communicated via email with CX Solutions through Supervisor Ms. Mina Lopez and to Titanium Team to insinuate they were calling to assist me for DSL internet migration which I never requested. By the following weeks as the problem they created escalated, I found out that by 4:00 PM, Mr. Gusilatar started sending that email trail to Mr. Deciar, PLDT Ultera Hotline 171 Operations Manager for another misdirection! I complained this via email and had been following up until June 2018 and awaited still while tweeting due to PLDT Labor Case.
PLDT SSC branch vs PLDT Wireless Unit Smart Communications Branch (Smart Wireless Center at SM Supermalls):
Branches such as PLDT SSC and PLDT Wireless Unit Smart Communications (Smart Wireless Center at SM Supermalls); and Hotlines such as PLDT Ultera Hotline 171, PLDT Ultera Hotline 171, PLDT DSL Hotline 171, Smart Prepaid Hotline *888 kept on pointing fingers, if not, non-stop exhibiting a Houdini or a Drama Ensamble but one almost always fail to lie!
For example, last month, November 9, 2018 at 7:00 PM, I was in the branch at around 1:55 PM, My complaint about the SOA with cut-off date June 10, 2018 with water mark "Notice of Disconnection" as dunning note the second time despite fully and overpaid by P1,200+, Ms. Milet Mañalac refused to log it to be saved, thus to generate a corresponding ticket number, service report number, or complaint report number; and she refused to include it from the other ticket numbers, instead she insisted that I report it to the Hotline!
With these and on the next hand, I wonder why branches or stores such as PLDT SSCs and PLDT Wireless Unit Smart Communication (SMART Wireless Center) are not all located within SM Supermalls where DTI supposed to be helping customers solved store and customer disputes participatively by the SM Tenant Management, yet the latter executives were the ones suggesting to ignore the customers! Please see attached supporting email screenshots!
Earlier of May 30, 2018, I visited PLDT SSC Imus City branch at 2:45 PM to follow up the signed approved FYA last Feb 7, 2018 by Mr. Irwin De Guzman, PLDT Marketing Brand Product Manager. Ms. Reylinda was on-leave per Ms. Julieta Malvar, OIC. So, she said she can't call her at her own branch for a conference call and she has no copy of the said FYA. She said Ms. Geluz will return the next day, Friday, but she never called me as courtesy to my thrid visit that she's unavailable, nor when I demand at the Hotline to inform her that I am demanding an update via call-out.
PLDT Imus SSC SR# 1022849336 May 30, 2018 5:30 PM OIC Julieta Malvar
- FFup for FYA copy
- req for conference call
- req for dashboard alert update
- req old alert should not override and proper escalation
- dashboard alert for (facility since Nov 2, 2017)
- refused to migrate to DSL since Nov
- SR# 1022491765: Re PLDT Plan/asking for quotations for the hotline talk (if it was true!)
- SR# 1022483617 - Dash Data Privacy/DSL Migration/Dashboard
SR# 1022851579 5:38 PM PLDT SSCWhat happened instead, by June 10, 2018, SOA cut-off date the Billing Department will generate a billing statement with a water mark "Notice of Disconnection" despite of no deliquency and there was more than one (1) month overpayment! My billing statement with Cut-off date Nov 10, 2017 has been reported but no one apologized despite it was being investigated by Ms. Morena Olbara, PLDT Account Analysis, Customer Collection and Account Manager Officer last Dec 7, 2017! The Special Handling team supposed to be monitoring my account was inept, careless, and condescending!
- Still waiting for the apology letter
- Requested for a certification of his Ultera Cert
- Sent email to Ms. Jona for the copy of FYA since Ms. Reylin received email for request copies
- Last email received from Ms Reylin dated Feb 22 2018
- Opts Mgr kept on telling her for the full refund due to wrong migration
- rebates due to BTS Goodwill not due to defective modem
- need to set an appointment with Ms Reylin for the conference call together with the Smart Spox
So, when PLDT SSC Imus City branch at 2:45 PM to around 4:30 PM and PLDT Wireless Unit Smart Comm. (Smart SM Bacoor branch) at around 5:30 PM to 6:00 PM have no supervisor nor manager willing to face me, I demanded SM Tenant Management Department Mr. Liam Diano around 6:00 PM last May 30, 2018 to mediate between Smart Branch Manager Lea Espiritu, but she only sent her representative, Mr. Pau Fernandez. These two handled my Canopy complaint and WiMAX complaint few years ago, consecutively.
Earlier, Ms. Espiritu's three (3) personnels including two (2) female CSRs, the first personnel and the cashier, Ms. Lyn Sunga informed me that Ms. Espiritu just took her dinner within the mall. When I asked for Ms. Marasigan, OIC, she said she went for dinner too few minutes after Ms. Espiritu left but I can stay and wait for them. They never created a ticket number or service report or complaint report number for this!
Why did I seek SM Supermall's help? Because both Ms. Marasigan and Ms. Espiritu have not yet arrived, yet this another CSR has started declining the items on my face. Why didn't they create the same decline reply via a ticket number for the Smart Hotline Prepaid Buddy CSRs and supervisors to read to me? Why didn't they just called me, them having a landline and service cellphone at their branch? Remember, I consistently followed-up demanding for several months through email directly to Ms. Espiritu and by calling the Smart Prepaid Buddy Hotline *888 to relay to Ms. Espiritu to reply this way, but never she replied nor called me to decline them nor even update me. We can both avoid spending time and effort seeing each other if she's annoyed meeting me at the branch! She can just log and save her reply to generate a ticket number via Customer Solution Platform (CSP) / Dashboard and let their Smart Hotline *888 CSRs/supervisors/ managers read it to me should I call to follow up!
Now that I visited her Smart Store (PLDT Wireless Unit Smart Communications) SM Supermall branch, she will treat me obnoxiously by instructing her CSR via cellphone to decline everything! So, her CSR kept walking to and fro the "Backoffice" holding on to her cellphone talking to no one, but to the officers inside and probably notified and warned by PLDT SSC which I visited earlier that day!
So, I left their chaotic branch and climbed my way up to the SM Tenant Management for SR# 938 289 394 that Smart Store Manager Ms. Lea Espiritu accessed my Ultera account last Nov 23, 2017 at 11:44 AM, never left a note that she called me last Nov 20, 2017 giving me hers and her OIC's email address to review my email complaint! I've been sending her branch my email cc for several years, nobody answered it. She said that her area manager Ms. Leyva has transferred a year ago together with Ms. Tutanes. Yet I saw Ms. Tutanes walking to and fro the backoffice when her CSR Michelle replaced my Smart SIM card 0918xxxxx88 to LTE last April 4, 2017 SR# 843 410 541!
Ms. Espiritu has all the opportunity to log, generate a ticket number but she decided on behalf of Ms. Reliza Remolin, Smart Special Handling Senior Manager, to disregard my follow up requests at the SMART Prepaid Buddy Hotline *888 leaving my concerns and efforts to Ms. Remolin who she said instructed her that my account is under Ms. Maria Lourdes Rausa-Chan! Ms. Remolin has not logged with corresponding ticket numbers as well. And only to find out when I reached home around 11:00 PM, only Ms. Lyn Sunga generated a late ticket SR# 1 022 922 364 at 850 PM stating "Smart Store PLDT Ultera"! Where are the account memo that my demands for the following were declined that day?
1. SMART WiMAX Certificate not covered by FUP, thus unlimited
2. Assistance to activate Ultera Unli Vol
3. Print email received May 2, 2018 upon approval
4. Refund both Ultera and Wimax?
Ms. Espiritu was declining these via her CSR by cellphone call, who doesn't know how to log properly. If Ms. Sunga was the cashier, then it's the other female CSR who didn't log the details why I was there!
May 30, 2018 11:29 PM Jay Corpus SR# 1022986728
May 31, 2018 10:15 AM Leah Espiritu Manager of
SMART STORE CALL OUT. Wireless SM Bacoor Branch Leah Espiritu May 31, 2018 10:15 AM
- SMART WiMAX Certificate not covered by FUP, thus unlimited
- Assistance to activate Ultera Unli VolPrint email received May 2, 2018 upon approval
- Refund both Ultera and Wimax MSFs if vicious cycle
- Investigate and update with Ms. Remolin via SR#, email, and call out.
- Mentioned Gusilatar
Then who is Mr. Rogelio Gusilatar who kept on harassing me to get the DSL internet instead, instructing through Ultera Hotline Mr. Glenn Deciar, Mr. Paul Panganiban, Ms. Jane Morales, and Mr. Brian Toledo. Whilst supervisor Mr. Mark Brian Gomez and the operation managers taunted me to proceed to NTC if I am not satisfied with their service!
Wait, did they suddenly forget the two (2) FYAs approved consecutively last Nov 9, 2017 and Feb 7, 2018? Why would they keep on insinuating their Compliance or Fulfillment Department is NTC and push me to go there to discuss my complaint? Why would a DSL supervisor, Mr. Panganiban be my Single Point of Contact (SPOC) when he is employed at PLDT DSL last April 11, 2018? Why does Mr. Rogelio 'Doods' Gusilatar, a Smart Technical Operations Management Senior Manager, cascade an instruction to PLDT Ultera operations managers and PLDT DSL supervisors to harass me in taking DSL instead of facilitating the approved Ultera Unlimited Volume / Data with speed up to 2 Mbps? Why did these supervisors pretend to be operations manager? Why was Ms. Jane Morales campaigning for Fiber Internet while she was on the production area together with the CSRs, supervisors of PLDT Ultera Hotline 171?
Heads up to Atty. Ma Lourdes Rausa-Chan and Atty. Josefina Remollo, the latter who as I read online participated and won in the Baguio Pine Trees SM root-balled vs Government case few years ago.
While at PLDT SSC branch, did Sup Reylinda Geluz connive with her three (3) OICs and more than five (5) CSRs pretending she's doing rounds on Cavite Area, yet when I went out to the comfort room outside, at the back-right side of the branch, she might be the one who was smoking there and directed me to the CR? Please have your CCTV checked around 5:15 PM to 6:30 PM probably a cellphone on the other hand texting the OICs Mr. Randy, Ms. Milet, or Ms. Julieta checking if I left the branch already. Should I have brought two tin cans with a long thread, I will definitely gifted them for telephone use. Why? She might be there in the Backoffice, but she talked to me only late 6:00 PM via the landline telephone of her OIC, Ms. Melita Mañalac! Ms. Geluz even has the guts to tell me that I was suspicious, when I asked her if our conversation was recorded at the start of our telephone conversation!
I visited the branch by 1:55 PM and the personnel I asked confirmed Ms. Reylinda Geluz was around. So, I requested him to forward my old complaint letter with several receipt details to her. When he returned he said that my complaint is a year old already so it's invalid. I shown him the date stamps and he returned it to Ms. Geluz.
When he got back, he said I should secure a queue number from the queueing machine because I will be entertained by her once my que number is called. I said I got one already, the problem is if Ms. Geluz will suddenly disappear! I didn't know yet that her branch was closed, so she was there sharing the branch with several OICs and CSRs from the other branches! (Please see the photo of my queue number generated by PLDT SSC Imus branch dated November 9, 2018 at 1:58 PM) On this blog, you may expect screenshots supporting my claims!
That personnel left me my complaint letter and disappeared. So, I asked another female CSR the same and when she returned, she now spieled the Houdini! She claimed Ms. Geluz never stepped on the branch that day so, she can't sign it.
I was there four (4) times started Nov 2, 2017, Nov 28, 2017, May 30, 2018, and Nov 9, 2018, this time her branch closed, so three branches where occupying the said branch with all the more than 15 DSL and Fiber pickup trucks parked at the back! She could have called me within that span of one year but she refused, if not, who advised her?
I have learned the email trail she had with the support groups corresponding on the two items I demanded and following up with all the channels from Nov 8, 2017 to March 2018. The FYA she submitted was approved and signed by Marketing Brand Product Manager Irwin De Guzman last Feb 7, 2018!
Ms. Geluz communicated to Smart Senior Manager Rogelio Gusilatar (SMART Technical Support Operations Management) asking what my demands were, when in fact I never knew this Smart Senior Manager - only when DSL Hotline 171 advised he will call me after I demanded an explanation why DSL was calling me last Feb 14, 2018 for their own initiated DSL migration assistance! I also learned that by 4:00 PM, as my complaint started escalating due to that Titanium Team Hotline 171 missed calls, text and its initiated presumptous call, Mr. Gusilitar started sending the email trail of the said signed and approved FYA to Mr. Glenn Deciar, Operations Manager of PLDT Ultera Hotline, possibly to mitigate the effects, to clean their mess. He was their escape goat!
Last Feb 14, 2018 by 2:00 PM I started contacting PLDT DSL Hotline 171 to file my complaint of the said Titanium Team Call Out! Persistent to have an answer and to be taken seriously, I learned about Ms. Annabelle Ordoña, Operations Manager, PLDT DSL Products and Services, and Customer Care Billing Concerns. She cannot explain why and if there really was a DSL unit available for me, so she promised these to be investigated. First, she denied receiving emails from her subordinate supervisors and even claimed the other female supervisor was not under her. The next time I called, she refused to handle my call as she was in a meeting according to the CSR, but promised Ultera Support Group will give me a call within the day. I asked for the corresponding SR# or ticket number for that promise. The CSR was refused by Ultera to be given a generated ticket number but mentioned Mr. Rogelio "Doods" Gusilitar will be the one to contact me within the day. I never received any call. So I reported and complained his name to PLDT Ultera Hotline 171 through Ms. Miraflor and Anna Villaflor but they only submitted verification instead of a complaint! That was the start that I learned about Mr. Gusilatar!
I searched online for the name of this Mr. Gusilatar and found out he's a team leader under Smart Taekwondo Team of Mr. Manny Pangilinan!
But Ms. Belle (Ms. Annabelle Ordoña) can only reply a formatted response via email that this was forwarded to the support group! She never used her complete name on an official email from PLDT official email address, neither gave her job title! This is curious compared to Ms. Althea Sablan's emails to me! As you read my account, you will find out why. Please bear with me.
In short, instead of calling me about the signed and approved FYA document to update or as simple as courtesy extended to my tons of follow-ups, they will just brush these off by selling me DSL internet! Remember I invoked my Data Privacy and Confidentiality of my Data and Information rights! How would they know it was suitable for my use, if PLDT DSL hasn't accessed my account for intended promos and loyalty, profiling, third party usage, credit scoring and advertisment?
Mr. @iamMVP Pangilinan, may I ask, Which Customer/Consumer Care Support Group or Channel must accommodate Customer Aftersales Complaint?
So, I called a single missed call number logged on my phone. It should be from Ms. Althea Sablan because she missed called me when I complained last January 12-13, 2018 why the Monthly Data Capped Ultera pushed through despite of her Nov 9, 2018 approval. Her cellphone number was left on my cellphone logged as missed call last January 13, 2018 around 11:00 AM as a single missed call she never confirmed nor created a notation to date! For your information, Mr. Deciar emailed the Technical Support to stop it, another wrong migration, last Jan 11, 2018, but they pushed through the next day, January 12, 2018 by 9:45 PM. I called at 8:00 PM twice, first have talked with CSR Sky. He said my internet subscription was slow because I spent the Daily Cap Volume of 1GB! His supervisor Apple refused to take the call. When I called again by 10:00 PM, the CSR said my internet is still slow because I only have 2GB left. He said the monthly capped 30GB Ultera was activated already by 9:45 PM. So, the next day morning, January 13, 2018, I called the PLDT Hotline 171 and talked with the supervisor about this. She relayed this to Mr. Deciar, while in turn, he relayed to Ms. Sablan. He said, Ms. Sablan tried to call me earlier but my line was busy, despite blatantly my cellphone was still connected to the Hotline awaiting their message to be relayed by the supervisor! When I finally got the instruction from Mr. Deciar to hang up the phone so Ms. Sablan can call me, she missed call me just once after 11 minutes! To date she never updated my account for those events. But I was patient with her.
This was our over-the-phone conversation dated Feb 26, 2018 for 12 minutes after Mr. Gusilatar and Ms. Ordoña failed to assist me:
Hello "Good Morning, may I speak with Ms. Althea Sablan."
"Who's this?"
"Am I calling Smart?"
"No, this is PLDT."
"Who's this?"
"This is Thea!"
"Oh Ms. Althea Sablan?"
"Yes, speaking!"
"This is Elman, why have you silent treated me for more than three months?"
"I am sorry, Sir. Naka- leave po kasi ako ________..."
"Oh! I understand I went home from Saudi Arabia too because I had the same experience ________..."
"Is it alright if I take a moment of your time to clarify your deliverables about my Ultera?"
"Sure, Sir!"
"Is your commitment 'Ultera unlimited volume on the condition that the speed will be at 2Mbps. However, this will take time as we have to conduct necessary configuration with our back end.', still ongoing?”
"Yes, Sir"
Line got cut. It was an unlimited call promo of Smart Prepaid Buddy! I dialed again!
"I am sorry, the line got cut, Ms. Althea. This is Elman..."
"By the way, Sir, I believe you were contacted by Ms. Annabelle Ordoña?"
"Who's she?"
"She's my substitute while I am on-leave!"
Line got cut. My call didn't get through anymore. When Smart Prepaid rebated that call last March 16, 2018 she never answered my calls anymore going forward. SR# 985 744 526; 996 879 929; etc! Neither Ms. Remolin and Ms. Espiritu answered my calls, the former rings for awhile then abruptly rejected, whilst the latter was blocked. When Ms. Espiritu called me at 10:15 AM last May 31, 2018, after she was a no-show at the SM Tenant Mangement office, she said the phone was her son's! All these were not logged on my accounts neither they initiated generating a ticket number!
Going back last month, Nov 9, 2018 by 6:00 PM at the PLDT SSC Imus branch I visited, the landline of OIC Ms. Milet Mañalac have rung and it was handed to me by OIC Mr. Randy. I asked if it was Ms. Reylinda Geluz. He nod. I asked Ms. Geluz why it's already a year anniversary of my complaint yet she has not called me. She said that "ang alam ko kasi napasa ko na ang demands ninyo kaya bahala na sila roon". She sounded unapologetic and avoided to sound phishing if I was talking about the items on the FYA which were signed and approved last Feb 7, 2018. So, I asked her for help because the Hotline Single Point of Contact (SPOC) Operations Manager Ms. Jane Morales cannot be bothered to follow her own instruction that as SPOC, she will call me within the day. The CSRs and supervisors kept telling me this and dropping my calls for more than six (6) months. But Ms. Geluz's reply was "wala akong pakialam sa hotline, ang pag-usapan natin ay iyong concern mo dahil late na at malayo pa ang biyahe!" Then I said, why not, you are the possible reason why she refused to call me because you forwarded an FYA for DSL last Jan 31, 2018 based on her SR# 1008819251 last April 28, 2018! I explaineed that I was reiterating to Ms. Morales that I am invoking my Data Privacy rights because she kept on treating my call as a DSL Internet cross selling! But she did not mention about that email between Ms. Geluz and Mr. Gusilatar. I learned about that notation or account memo when I asked another CSR to read to me the minutes of our call (although the notation was modified under the name and log in access of Mr. Alvie Gomez, the CSR assured me that it was their OM Jane Morales who created it)! It was accounted there that Ms. Geluz was asking Mr. Gusilatar what I wanted, the latter answered "DSL"! Ms. Geluz denied she said anything to me about it during the call. I answered her that neither I was claiming she said anything, but I was relaying to her what Ms. Morales noted on the said ticket number. So, since she was trying to muddle the issue as though she was a victim, I asked her directly, did you or did you not include in the FYA items the DSL? She said no. Then I followed it with a clarification, so what items did you submit in the FYA? She said, your demand for full monthly service fee (MSF) refund of my Ultera and WiMAX fom March 2015 to present due to wrong migration to data capped Ultera! I added, what about the correct migration of my internet to Unlimited Volume? Didn't you know that the FYA was signed and approved since Feb 7, 2018 by Mr. Irwin De Guzman, Marketing Brand and Products Manager? Why didn't you update me and where are the adjustments you confirmed? And why would you submit refund request to Marketing? She said, the problem Sir is the gray area, it doesn't mean I submitted an FYA to Marketing, it's about your internet problem! I informed her that she should avoid such vicious explanation because I am aware of the content of the email correspondence from November 2017 to March 2018!
The problem with your people, Mr. Pangilinan, they were focused on who to blame because there was no empathy shown by them to both customers and their own rank and file! You spent investigating of whom to blame when you know that on the other end, customers are paying and awaiting your resolution to the existing problem! Ms. Geluz was not interested on assisting me, her hidden agenda was finding out how I learned about the signed and approved FYA!
I asked Ms. Milet Mañalac if we can have her landline phone on a loud speaker so she can note down, log it on the Customer Solution Platform (CSP), on my account, thus she can generate ticket or complaint report numbers, or SR numbers about the claims of Ms. Geluz, but she was more than prepared to announce that the PLDT SSC branch's landline telephones have no loudspeaker button! Why, because she avoided to be involved on this obvious connivance that Ms. Geluz was talking to me on the phone when she was actually at the backoffice, few steps away from the customer service table/area! She was too arrogant and presumptous, she refused to face me at her own office! She refused to provide her OICs a copy of the FYA for them to show me. She refused to provide her OICs a copy of the FYA for them to just verbalized what items were mentioned there. She instructed me instead to wait for PLDT to call me next week because she needed first to verify what Internet among the items she requested on my behalf. She specified that her OIC will call e and not her (I have not received any call from her branch). I demanded an appointment or that she must call me instead, but she declined everything! Why? Because I saw her that day. She will lose face because she never greeted me as a customer when she directed me where the CR was. What a failed ensamble this conniving PLDT SSC branch was!
Before I left the said PLDT SSC branch, Ms. Geluz and Ms. Mañalac never created a ticket number for my follow-up complaint! She was even shouting on the phone ordering her subordinates not to print her committed deliverables, forgetting she was at the back office and Ms. Milet's landline telephone has no loud speaker! I can even hear at the background Ms. Julieta Malvar, another OIC as she walked to and fro the customer service area to the backoffice over-the-phone! But I know what I am doing!
So, where is the refund adjustment she promised because I am not paying anymore! I will not shoulder any fees if your system disconnects my internet!
Oh! I found out that the PLDT Hotline 171 Dumaguete Operations Manager SPOC Ms. Jane Morales all the while was handling the Fiber wired internet Campaign and she was just a stone-throw-away of the supervisors and CSRs but they can't will her to call me! Can't anybody sense the PLDT Culture of Power Tripping and Condescension?
I asked the PLDT SSC branch female CSR why the customer CR has missing toilet flush button and if it has been reported. Her reply "Hindi ko alam, may CR kami rito sa loob" then she rudely left me rushing to the back office door (Right! There is a poor "BACKOFFICE" decal sticker on the door!) The other female CSR who shouted at the other customer earlier explaining the additional lock in period for an old subscriber, told me that they had reported the broken CR toilet flush few weeks ago!
The said FYA stated at least three (3) items:
1. Full Ultera and WiMAX Unlimited monthly service fee (MSF) refund from March 2015 to present
2. Correcting internet migration from Data Capped Ultera to Unlimited (Data) Volume Ultera up to speeds of 2Mbps
3. Letter of Apology from PLDT (on an Official Letter Head, officially signed by a PLDT executive, cc'ed Mr. Manuel V. Pangilinan, stamped with official company seal, with initials who prepared the letter) explaining the appearing of dunning water mark "Notice of Disconnection" on the SOA with Cut-Off Nov 10, 2017 while the adjustments have not been completely posted, despite the full payment and overpayment appearing on the other hand; and why the activation of the promised internet migration correction has not yet been facilitated nor activated! It must include the resolution and how the same mistakes, oversights, neglect, inept and condescending service, dropping of calls, misdirection of SPOC spiels, Data Privacy and Dashboard Alert mismanagement, etc. must be prevented and avoided in good faith! These must be sent, hard copy to my billing address, and an earlier soft copy via my registered email address on my Account at PLDT CSP! Smart Communications must do the same!
Data Privacy Breech and Fradulent transaction:
Titanium DSL called, using 171 PLDT Hotline, to advise her assistance to migrate my datacapped Ultera internet to wired (DSL) last Feb 14, 2018, despite of the recent approvals! What was wrong in this scenario? Worse, she texted me one day before, that was Feb 13, 2018
"Dear Sir Elman, This is Anna of PLDT Customer Care. Please be informed that I will be calling you within 5 minutes to assist you to migrate your current service with SRN# 998xxxx888 to an unlimited service. Thank you. Please do not reply. This is system generated Feb 13 2018 7:02 PM 0918xxxxx88".
And when Ms. Samson finally called me last Feb 14, 2018, she talked about DSL migration when it was not even mentioned on the system generated text itself! (When I asked for her supervisor, Ms. Nicel Saban, the latter dropped my call and never called me back to apologize despite of my several complaints both at the Ultera and DSL Hotlines!)
The text was similar to the Special Handling Consumer Care Senior Manager (subordinate of Ms. Abad, AVP Deputy Data Privacy Officer and PLDT Consumer Care Head!) Ms. Althea Sablan's email dated Nov 9, 2017 at 5:06 PM (please see the complete trail below):
“…We would like to inform you that your current subscription is still at Plan 999 thus we will not make any changes therein…."
“There is a possible chance that we can provide you with unlimited volume on the condition that the speed will be at 2Mbps. However, this will take time as we have to conduct necessary configuration with our back end.”
So, PLDT and SMART, why override two FYA approvals and lie by omission? The first one was when you sent me a Nov 10, 2017 cut-off SOA with a dunning "Notice of Disconnection" but looking back, you planned to wrongly migrate again a Daily Capped Ultera to Monthly Capped Ultera signed by Ms. Abad, instead of the Unlimited (Data) Volume Ultera as advertised at pldt.com/ultera/support and signed and approved. Now, by February 13, 2018, since I was not aware of the second FYA signed and approved yet, this time by Marketing, you instructed your trolls to contact me as though you are obliging to a made-up customer initiated DSL migration request you scripted! If I accepted that, didn't you plan this process for unsuspecting customer, forcing him to make an uninformed decision?
Possible Repercussions of Posible Fraud and Data Privacy Breech:
1. Customer will be expecting to pay the lock-in period all over again should he choose to terminate the subscription if it will still be data capped and under Fair Usage Policy. How much is that if you have 36 months x Php 1,299 monthly service fee (MSF)? And how much will PLDT pay if the problem is caused by them, maximum of P5,000 only!
2. Obnoxious Customer Service, all channels! My calls were dropped! I was told to wait within the day when the SPOC Operations Manager/Supervisor was on-leave! The same when the SPOC was campaigning for Fiber Internet Product for six months! Until now, she never called me!
3. Internet under Fair Usage Policy and Data capped, despite that I passed the parameters - old paying subscriber of WiMAX and Canopy for more than 10 years!
4. Same employees you will encounter who refuse to provide SR#s or ticket numbers because I was told the PLDT Ultera Hotline 171 SPOCs including operation manager, some supervisors, and some CSRs who handled my account were transferred to PLDT DSL Hotline 171 and vice versa to those I spoken with when I was calling the latter to confirm if there was a record of the DSL internet these employees were enthustically cross-selling alluding to assist me in migrating my Ultera to an approved DSL internet!
5. Vicious Cycle I never thought PLDT-SMART will overlook from Canopy Unlimited Volume, WiMAX Unlimited Volume to PLDT Ultera Unlimited Volume (witha signed and approved FYA they never activated) instead I am paying for a capped Data for the same price!
6. Where is my missing WiMAX full MSFs refund; and Ultera full MSFs refund from March 2015 to present?
7. Doomed Letter of Apology for twice dunning SOA PLDT and carelessly sent!
8. No initiative from Special Handling to explain, apologize and resolve these complaints!
9. Ongoing Vicious Cycle of PLDT and Smart as though keen on innovating how the customer complaints will be delayed, stalled to the extent of closing the ticket number right after the call of customers and or after the generation of the said ticket or service report; emails being corrupted and later on totally wiped out and permanently inacessible, which the SPOC can magically refer at to insinuate declined items but refusing to enumerate these declined items, but again magically indicated on the account memo/notation incompletely logged, incompletely documented and saved to generate or not to generate a ticket number! PLDT seemed innovating Business Process made in such a way rendering valid customer complaints null and or void!
More observation to follow PLDT DSL Hotline 171 vs PLDT Ultera Hotline 171 vs Smart Prepaid Buddy Hotline *888!
Cc:
PLDT Home
Smart Communications, Inc.
PLDT Enterprise
PLDT
SM Supermalls
Pres. and CEO Manuel "Manny" V. Pangilinan
Department of Information and Communications Technology - DICT
Pres. Rody Duterte
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