An Open Follow Up Complaint Letter to PLDT Ultera DSL (formerly SMARTBro WiMax & HomeBro Canopy)

LETTER OF COMPLAINT

APRIL 10, 2018



TO: MR. SHIGEKI HAYASHI
DIRECTOR
PLDT INC. TEL
PLDT Home Ultera
Ramon Cojuangco Building,
Makati Ave. corner Ayala Ave.,
Legaspi Village, Makati City, Metro Manila,
Philippines 1200

Dear Mr. Hayashi,

Good Day!

With all due respect, I am elevating my complaints for SRN 0998xxxx888 derived from the conversation with your subordinates who seemed to have ignored, delayed, and stalled the compliance from several support groups. Please, for your astute perusal including the loop and information provided to me. I expect that you as well peruse below addressed to your subordinates (my comments in parenthesis). I also raise PLDT Social Media and DSL's violation of my Data Privacy. All calls made by PLDT DSL using my SMART PREPAID SIM number 0918xxxxx88 and even text, are violating the Dashboard Alert with commensurate alert with PLDT Ultera Dashboard and Service Report #s.


DEMAND FOLLOW UP

My demand dated Nov 16, 2017 10:36 AM because it remained unanswered and the person who declined it refused talking to me:


These are the process flow expectation procedure, and I hope I am clear:

1.     Process MSF refund from March 2015 to Present (you mentioned that you downgraded my WiMAX to a PLDT Ultera Plan w/ 0.3 GB daily volume allowance. Please read my justifications below for the MSF refund from March 2015 to Present) Please read my justifications below and or call me if it’s unclear to you!

2.     Deduct the rebates from March 2015 to Sept 2017

3.     Deactivate my current downgraded Ultera

4.     Send the PLDT Sales Imus Branch your approval to process refund from March 2015 to Present for pick up

5.     Provide PLDT Sales Imus Branch with the SR# of the above with your letter of request and I will bring my valid ID

6.     Migrate my WiMAX (unlimited/not under FUP) properly to the said unlimited ultera advertisement on your website https://pldthome.com/ultera/support  

"UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERSI am an existing Canopy and Wimax subscriber. What is the Ultera plan to which I can upgrade to?Since we are upgrading your HOME Bro subscription to the new HOME Ultera, you will upgrade to a plan exclusively for existing subscribers --- Plan 999 with speeds of up to 2Mbps and unlimited volume!

...If I cannot decide on the upgrade now, where may I apply for an upgrade?Just dial *1888 on your Smart/ Talk N Text mobile phone or call 672-7277 or toll free 1-800-10-6727277 using your landlines. You may also visit your nearest PLDT Sales and Service Centers (SSCs) and our customer service assistants will be glad to assist you.

7.     Process my WiMAX technical rebates and credit them to the correct Ultera at #6

8.     Provide me the apology letters. You can find my complaints on the thread below.

9.     If you are keen on selling me the PLDT DSL / Fibr, then lets talk about it later after you’ve done #s 1-7. I am expecting as well that upon termination of your offered PLDT DSL / Fibr you’ll maintain the Pre- termination Fee (PSF) waiver and my two (2) MSF rebates, and the unlimited volume and speed, should I choose such migration in the future as an old subscriber.Instead, these were the answers I got from your subordinates: (please refer to IVRSrecorded conversations and SRs generated by Hotline and other PLDT - SMART channels.) 

Dear Management (PLDT Home Ultera and DSL Management),

Please peruse below conversation with several of your management and staff who some had violated the Proper Escalation Procedure and logging each interaction with the subscriber to accompany a generated report number (SR#).

Instead, these were the answers I got from your subordinates:

SR# 987 053 855 Mar 1, 2018 at  11:38 PM

Subs is looking for the report numbers accompanying the report of Mr. Deciar through phone a while ago that the management decided, this time, to decline his demand for full ultera monthly service fee refund and not honoring the commitment of Ms. Althea Sablan to configure his ultera daily capping to Ultera unlimited volume on the condition that the speed is up to 2 MBPS. Ms Sablan email dated Nov 9 2017. Mr Iral is disputing the decision of mgmt relayed by Mr. Deciar a while ago. The following are justifications. I am complaining that your mgmt has stalled and delayed with their fickle advice to wit:

1. That last Dec 13, 2017 Mr. Deciar said the management decided to refund the whole ultera monthly service fee (MSF) on the condition they will not provide internet anymore;

2. Jan 5, 2018 the management decided that they will not fully refund the ultera monthly service fee (MSF), that instead they will provide a stable internet;

3. on Feb 15, 2018 Mr. Deciar said the full internet MSF refund is around 80% approvable that he is working for the DSL approval w/c I never requested... (Please see the continuation on the next report no.);

SR# 987 053 885 11:39 PM

... 4. around Feb 17, 2018, Mr. Deciar advised that unlimited volume is no longer available. He can only revert the ultera monthly capping to daily capping and full ultera msf refund will depend on the business review;

5. March 1, 2017 Mr. Deciar advised that per MGMT, they are not refunding the said full ultera msf fee and would not configure my ultera monthly to ultera unlimited volume. With these, I mentioned that I called Althea Sablan last Feb 28, 2018 to which Mr. Deciar replied that he wasn't informed, so I informed him inspite of informing his supervisor ahead that Ms Sablan said that the configuration to ultera unlimited vol should have been followed. That Ms. Annabelle Ordona DSL mgr is her substitute while she's on-leave. Previously Ms. Ordona denied that she has knowledge to my account complaint. These drama have been going on after the commitment of Ms. Sablan last Nov 9, 2017 to which the subscriber finds frustrating, disappointing and inhumane and unprofessional. To sum  it up how can you subject the subscriber on a systematic and vicious procedure. Ms. Maria Cecilia Abad as far as the corporate secretary provided online that she's a data privacy expert... (Please see the continuation on the next report no.)

SR# 987 056 017 11:59 PM

...to make the matter worse no one can explain neither who initiated the DSL Titanium call out by Ms Anna Samson. She made several missed call using 171 and a text msg last Feb 13,  2018 stating as PLDTCare

"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"

Ms. Anna Samson confirmed she texted it when she called me on Feb 14, 2018 but this time she said it was about DSL Migration. She violated together with the people behind her call the Sharing of Data Policy. Ms Kathrina Sepnio Smart Prepaid Hotline Mgr. confirmed that my cellphone used by Anna  was registered to them with prohibition for use by Smart and  PLDT affiliated groups, especially salespersons last Nov 17, 2017. With these, I demanded to Mr Deciar to put in writing above commitment. I demand that you send it to me by email explaining to me how you could have violated the Data Privacy Policy. Then, I reported this to your PLDT Hotline as well. You migrated my account amiss.

SR# 987 068 722 Mar 2 1:10 AM

The above SR Nos. (987 053 855; 987 053 885; 987 056 017) were sent via email by Mr. Jeremias Yanoc to the PLDT Ultera Operations Manager with CC to the Senior Manager Althea Sablan.

Please provide me the same courtesy by writing back, explaining why the other Departments have been making the same follow-ups with the management and support groups; and yet, documentation wise, some of them have shown their consistent amiss actions from the committment and deliverables from the management I personally have talked with.

I demand similar Letter of Apology for their passiveness, neglect, inept, and deliberate stalling and delaying of the commitments and deliverables already offered since November 2017 followed up by the PLDT SSC until December 2018.

It is now April 5, 2018 what happened to this? Source: www.pldthome.com/ultera/support

"UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERSI am an existing Canopy and Wimax subscriber. What is the Ultera plan to which I can upgrade to?

Since we are upgrading your HOME Bro subscription to the new HOME Ultera, you will upgrade to a plan exclusively for existing subscribers --- Plan 999 with speeds of up to 2Mbps and unlimited volume!...If I cannot decide on the upgrade now, where may I apply for an upgrade?Just dial *1888 on your Smart/ Talk N Text mobile phone or call 672-7277 or toll free 1-800-10-6727277 using your landlines. You may also visit your nearest PLDT Sales and Service Centers (SSCs) and our customer service assistants will be glad to assist you.

SR No. 995 050 172

It is also noteworthy to investigate Smart Wireless Center SM Bacoor Branch and  SMART Special Handling Team for failing to assist me in furnishing me a "Smart WiMAX Unlimited" certification (stating the same and that it was not covered by FUP until it was sold to PLDT). Please refer to SR# 995 050 172. Have you even tried a "Mystery Shopping/Calling" to the Smart Prepaid Hotline *888 to know how calls are being handled by those introducing themselves as supervisors and managers?

Dear Mr. Ederic Eder (PLDT Social Media Manager),

FYA. You declared in Twitter that your Customer Care Team is ready to provide me the "update" they promised, but until now, there is no elaboration generated with an SR# or ticket # found on the Dashboard Memo of the PLDT Hotline but similar to this:

Follow up Subs concern / Twitter SR# 987 227 001 Angelina Pimentel Twitter Welcome Group Social Media March 2, 2018 1:26 PM

I had been following this up but until now, your promise of update has not reached me neither by call, email, nor a commensurate elaboration on the Hotline to be read to me by the CSR. What is curious about this 

SR# 987 227 001 "Account is already monthly usage 30 GB anti-churn throttling of speed will be up to 1MBPS coordinated to homebro TLs and coordinators / advised subs to follow discussion follow us back for update." 

is that nobody knows who she was referring to the homebro TLs and coordinators neither how to elaborate the said "Update". You kept on twitting that you require my SRN but you addressed me by my First Name instead of my Twitter username. Your @PLDT_Cares even copied your style but it seemed they realized the mistake on Data Privacy that's why when they replied to me the last time, they reverted to my username.

So, when are you going to contact me and send me your professional response via email?

Dear Ms. Althea Sablan (PLDT Customer Care Senior Manager / Smart Experience Management Wireless)

I trust that you received and read the follow up made by Ms. Alexandra Gana under Dipad SR# 949 130 047 Alexandra Gana Dec 16, 2018 11:22 PM Technical Support Level 2 Supervisor.

Your commitment of indicated on your email dated Nov 9 at 5:06PM (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.”

Dear Mr. VAL Fule & Ms. Reylinda Geluz (PLDT SSC Imus City, Cavite Branch/Area Manager),

With all due respect, I had requested a conference call from you since I visited your Branch last Nov 2 & 28, 2017 and yet I never heard from you. Until now, I am expecting the same courtesy in providing me updates. However, I learned that you only made two follow-ups from PLDT Billing and SAGIP Team together with the departments looped in your emails. Please note your looped emails from November to December, 2017: Nov 2, Nov 9 6:47 PM, Nov 9 11:19 PM, Nov 28 7:25 PM, and Jan 31 11:22 AM. These loops show that several subordinates worked amiss but you never intervened to correct them.

I am still expecting that you will set an appointment so we can discuss your amiss actions and how you will resolved my complaints;

Nov 2, 2017 10:41 PM from Customer Care to Julieta  Malvar, Customer, et.al.

Nov 9, 2017 6:47 PM from Reylinda Gelus RLGelus@pldt.com.ph to Jona Arcenas JCArcenas@pldt.com.ph / Billing Liane Mayette / Sagip Team Raphael Bationg / jelmalvar / randy enerdecido rcenerdecido@pldt.com.ph et.al. Oscar Reyes  Kathleen Gay Reyes

Hi Ms. Jona,

To Whom can we address this letter na He is an existing Canopy Wimax subs and he made several demands to which we, in our capacity as CAs cannot do anything? Below are his demands... (Referring to my email dated Nov 9, 2017?)

He's expecting a call out from our superiors.

Dear Ms. Jonalin Jona Arcenas (PLDT Billing Head),

Could you explain why must you compute a Technical Activity Rebate when I am demanding for a full refund of MSFs due to your wrong migration of my Unlimited WiMAX to a daily capped Ultera instead of Ultera Unlimited Volume? Were your instructions not clear enough to be understood by Ms. Kathleen and Ms. Gemma below?

Nov 9, 2017  11:19 PM Jona to et.al. Annaliza Ranses HomeBro Dispute Mgmt.

Hi Partners

- The above SOR (subs) has been complaining internet connection since 2014 several follow-ups Canopy and WiMAX til now his issues have not been resolved thus he made several demands as stated below. Initially has the Canopy Service, WiMAX Ultera. We need all we can get to pacify this SOR and provide to resolution immediately.

Hi! Ms Lian, Dispute Team

- Process MSF refund from March 2015 to present- Deduct the rebates from March 2015, Sept 2017
Seeking your immediate assistance and approval please regarding the request for refund and billing adjustment due to technical concerns.

Sagip Team

- SOR is complaining Canopy WiMAX with unlimited volume migrated to Ultera with volume cap

- SOR is requesting the disconnection of his current ultera service and install a new ultera plan 999 with unli data.

Nov 10, 2017 7:52 AM from Kathleen Mae Abrio klabrio@pldt.com.ph Billing  / Jona et.al. rogelio, ching onza, randy, relyn, sagip team

Dear Ma'am Jona please be noted on the previous adjustments

On the other hand we can no longer adjust remaining request? (Why must you compute a Technical Activity Rebate when I am demanding a full refund of MSFs due to your mismigration of my Unlimited WiMAX to a daily capped Ultera?)

Nov 10, 2017 9:37 AM Gemma Lakbayan Billing

SR# 932 526 651
Approved Done creating process dispute process rebate due to downtime and outages? (About which technical rebate. Could you read again my demands above clearly relayed by Ms. Jona)

Jan 16, 2018 8:56 PM from Jona to Sagip / Ver Leo Lee Carolina Galasan Reylinda Randy E

Hi Val, Reylinda & Randy,

Hoping for your immediate assistance for us to appease the SOR, concern has been running for almost 3.5 years

Demands - Daily capping Ultera from WiMAX for correction to Unli Ultera...Letter of Apology...Rebate March 15, 2015 to present...

On the other hand Mr. Deciar promised last Jan 5, 2018 that Customer Service was completing an excel file about billing technical rebate. Where is it?

Dear  Mr. Michael Leonardo Lee (PLDT Marketing, Product Specialist),

I am demanding an explanation why of all people and department, you have not intervened with PLDT Hotline's misinterpretation of your FAQs on your official website! According to the email loop, Mr. Irwin de Guzman signed and approved the FYA and yet your instructions were left hanging by the SAGIP Team and Technical Support. How come you're not aware this is still posted on PLDT Home official website?
https://pldthome.com/ultera/support

Nov 28, 2017 7:25 PM Randy Enerdecido / Jona / Geluz

Ma'am, Mr. Iral visited our office demanding the ff.:

- Refund March 2015 to present

- Requesting his ultera Plan 999 with Unlimited data

- Conference call

- Apology Letter for Notice of Disconnection SOA Nov 10, 2017 (Is this the kind of action I got aside from my call being dropped by PLDT and SMART Hotlines? Is this how you harass your "loyal subscribers"?)

Dec 6, 2017 10:34 AM from Sagip Carlo Bher Aguilar to Jona

Hi Ma'am Jona

Seeking for your assistance please, for recommendation, upon checking on the SR#, we use to downgrade a plan there is an option about to change the plan to unlimited.

This is possible? Since client wants an Ultera Unlimited.
SOR is requesting the disconnection of his current Ultera Service and installation of Ultera Plan 999 with unli data.

If yes may we know the process? (How come you're not aware this is still posted on PLDT Home official website? - https://pldthome.com/ultera/support

"UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERSI am an existing Canopy and Wimax subscriber. What is the Ultera plan to which I can upgrade to?Since we are upgrading your HOME Bro subscription to the new HOME Ultera, you will upgrade to a plan exclusively for existing subscribers --- Plan 999 with speeds of up to 2Mbps and unlimited volume! ...

...If I cannot decide on the upgrade now, where may I apply for an upgrade?Just dial *1888 on your Smart/ Talk N Text mobile phone or call 672-7277 or toll free 1-800-10-6727277 using your landlines. You may also visit your nearest PLDT Sales and Service Centers (SSCs) and our customer service assistants will be glad to assist you."

Dec 7, 8, 9, 10 Carlo Aguilar SAGIP to Jona

May we follow up on this.

Seeking immediate assistance.

Dec 10, 2017 10:54 AM Jona to Jonas Lee Candido Customer Care Process Mgmt., Carlo Sagip Team

Hi Jonas

Seeking for your advice

Dec 11, 2017 Jonas Lee Candido Customer Service Process Mgmt.

Subject: Mr Elman Homebro:

Hi Jona

We only offer Ultera with unlimited data via migration to existing canopy / WiMAX customers.

If customer is insistent please prepare an FYA for approval and have it approved Marketing Dept. (I am not insistent because I passed the parameter - old WiMax subscriber!)

Dec 14, 19 Carlo Aguilar to et.al.

A gentle follow up

May we follow up on this.

Dec 19, 2017 11:59 PM Jona Arcenas jarcenas@pldt.com.ph forward to Ms. Carol Galasan cgalasan@pldt.com to Leonardo Lee llee@pldt.com.ph

Hi Ms. Carol!

Seeking your assistance in filing of FYA.

Hi Leo

FYA Leonardo Lee for approval, please, to revert plan to unli given it was migrated from  Canopy / WiMAX.

Best regards

Dec 20, 2018 3:11 PM from Leonardo Lee Products Specialist

Hi Ms Jona

Prior to offering to Ultera unli plan can we check if subscriber can be migrated to a wired plan? (I declined the DSL by replying to email of Ms. Althea Sablan by email and Hotline since Nov 2, 2017. I was even at your PLDT SSC Imus branch reading it with OIC J. Malvar the same day! I continued to decline it everytime it's mentioned by PLDT employees. The problem is no one tried to edit or update the CSP Dashboard Alert for that offer as declined!)

Dec 20 3:21 PM from Jona to Carlo Aguilar, et.al. ciaguilar@pldt.com.ph arcenas sagip

Hi Ver,

Please check if feasible for DSL or Fiber

Dec 21 3:30 PM from Carlo to Jona et.al

Please see details below for clients demand before offering DSL or Fiber

"... 9. If you are keen on selling me the PLDT DSL / Fibr, then lets talk about it later after you’ve done #s 1-7. I am expecting as well that upon termination of your offered PLDT DSL / Fibr you’ll maintain the Pre- termination Fee (PSF) waiver and my two (2) MSF rebates, and the unlimited volume and speed, should I choose such migration in the future as an old subscriber."

Dec 27, 2017 9:27 PM from Jona to Carlo Leo Galasan Reylinda Randy Mktg to et.al.

Hi Ms. Reylin / Randy

Seeking for your assistance about the preparation of the FYA about the demands of the subscriber for the approval of MKTG.

Dec 28, 2017; Jan 3, Jan 8, 2018 12:18, 12:48 PM; Jan 16 1:21 PM 8:56 PM; Jan 21, 9:19AM; Jan 23 10:30 AM, Jan 24 11:29 AM; Jan 26 11:13 AM; Jan 29 6:57 PM; Jan 30 6:57; Jan 31 2018 9:54 AM  from Carlo Sagip to Jona, Products Specialist Lee et.al

Follow up

Jan 16, 2018 1:21 PM Sagip Team Disconnection backend Permanent Disconnection Irene Mae

Follow up on this concern

Jan 16, 2018 8:56 PM Jona to Sagip Team Reylinda and Randy;

Hi Sir Val, Ms. Reylinda, Randy

Hoping for your Assistance for us to appease the SOR (Subscriber on Record)

This complaint has been running for almost 3 1/2 years already. 
Seeking for the assistance in preparation for FYA re the demands of SOR.

Jan 31, 2018 11:22 AM from Reylinda Geluz to et.al.

Good Morning,

FYA has already been prepared may we know to whom should we send it to?

January 31, 2018 11:57 AM from Meim Jo

Thank you Ms Reylin on the update

January 31, 2018 12:16 PM from Michael Leo Lee to Meim Joanne Rogelio

Hi Ms. Joan Meim

Can you share with us the FYA so that we can sign it.

Sir Dooding

Once duly signed let's revert and address issue ASAP...
1-9 Demands (please refer to previous emails)

January 31, 2018 12:29 PM from Meim Joanne to Michael Reylinda Jvmeim@pldt.com.ph

Thank you Lee.

Ms Reylin, kindly forward the FYA to Michael Leo S. Lee mslee@pldt.com.ph

January 31 8:53 PM Jona Arsenas to Meim Joe, Carlo Ver Sagip

Hi Joe!

I received the FYA just this afternoon! I will have it signed by Irwin de Guzman tomorrow morning!

Feb 2, 12:31 PM Joe to Jona

Thank you, Ma'am Jona!

Feb 7 2:11 PM Carlo to Jona & Joe; Lee

Hi Partners

May we follow up on this please

Feb 7, 3:43 PM Miem Joe to Carlo Sagip Team

Ver,

We'll provide update once we got the approval and signature of the Mktg on the FYA

Feb 7, 2018 4:08 PM Michael Leonardo Lee to Ms. Joe

Hi Ms Joe, FYA has been already approved by Mktg!

Feb 8 5:01 PM Meim Joanne/Joe

Thank you on the update, Lee. May I request if our team can be provided with a copy of the FYA for our reference please.

Ms. Reylin, for your info, please.

SAGIP VPD, let's process pending on this account please. (Voluntary Permanent Disconnection)

Feb 8, 2018 5:17 PM Wilson Cruz/Sagip VPD to Ma'am Joe, Rogelio Gusilatar

Good Day Ma'am Joe

Noted on this, updates to follow.

Feb 14, 2018 4:26 PM Rogelio Gusilatar to Glenn

For your reference.

February 19, 2018 5:04 PM Mr. Deciar to Rogelio...

Dear Ms. Maria Cecilia H. Abad (PLDT Ultera Customer Care/ PLDT Inc Tel. Board of Director),

May I follow your response to my email dated Dec 23, 2017. Please see the trail below.

I am dumbfounded how you treated your "loyal subscriber" by imposing amiss a monthly capped Ultera! You first decomissioned my Unlimited WiMAX to daily capped Ultera last March 15, 2015. 

Records show that you were documenting some calls by placing dates on SR#s and yet there are no actual records of the said call. If it's not done in bad faith, you could have corrected the wrong migration. But what did you do instead? As against your website offer, you mismigrated it again to monthly capped Ultera! https://pldthome.com/ultera/support

"UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERSI am an existing Canopy and Wimax subscriber. What is the Ultera plan to which I can upgrade to?Since we are upgrading your HOME Bro subscription to the new HOME Ultera, you will upgrade to a plan exclusively for existing subscribers --- Plan 999 with speeds of up to 2Mbps and unlimited volume!...If I cannot decide on the upgrade now, where may I apply for an upgrade?Just dial *1888 on your Smart/ Talk N Text mobile phone or call 672-7277 or toll free 1-800-10-6727277 using your landlines. You may also visit your nearest PLDT Sales and Service Centers (SSCs) and our customer service assistants will be glad to assist you."

Please correct me if I am mistaken that you are a Data Privacy expert. Did you know how PLDT misrepresented and misinformed me via text last Feb 13, 2018; and call last Feb 14, 2018? I got the DSL Titanium call out by Ms Anna Samson last Feb 14, 2018. Prior to this, she made several missed calls using 171 and a text msg last Feb 13, 2018 stating as PLDTCare: 

"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, 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 Ms. Sablan's email dated Nov 9,2017 at 5:06PM (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.”

You can just imagine after three (3) months of Ms. Sablan's silent treatment for my consistent follow-up via email and hotline, I will receive this kind of Data Privacy breech! You gave me a reason to believe you tried to fraudulently make me believe that your commitment last Nov 9, 2017 and text last Feb 13, 2018 are one and the same thing. By having your salespeople do this, they violated the

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)

Dashboard Alert! Menu Data Privacy Disagree to provide consent  for promos and loyalty, profiling, third party usage, credit scoring and advertisment.

I had reported these to both PLDT Ultera and DSL; and SMART PREPAID hotlines since Feb 14, 2018, but they have no instructions for me to expect how serious you are about complaints on PLDT salespeople's possible misinformation and fraudulent call out to subscribers on migration process. You can always reach me at my only cellnumber 0918-xxxxx88 to explain your side. I still demand for your official Letter of Apology!

Dear Mr. Glenn Deciar (PLDT Ultera Operations Manager), Ms Althea Sablan (PLDT/SMART Customer Care Senior Manager), etc.; Ms. Annabelle Ordonia (PLDT DSL Manager),

I never requested any reverting from monthly capped to daily capped Ultera nor I requested a DSL migration. Why do you insist and even putting words in my mouth? What I demanded and followed up for the Nth time as supportd by several SR#s are the full MSF refund and the correction of my Ultera subscription as advertised at: https://pldthome.com/ultera/support

"UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERSI am an existing Canopy and Wimax subscriber. What is the Ultera plan to which I can upgrade to?Since we are upgrading your HOME Bro subscription to the new HOME Ultera, you will upgrade to a plan exclusively for existing subscribers --- Plan 999 with speeds of up to 2Mbps and unlimited volume!... If I cannot decide on the upgrade now, where may I apply for an upgrade?Just dial *1888 on your Smart/ Talk N Text mobile phone or call 672-7277 or toll free 1-800-10-6727277 using your landlines. You may also visit your nearest PLDT Sales and Service Centers (SSCs) and our customer service assistants will be glad to assist you.

Your email loops and trails have no accompanying SR#s. I could have corrected you earlier if you just had followed your own memo and protocol on Ms. Sablan's SR# 929060325 and email dated Nov 2, 2017 at 4:26 PM:

"...IVRS enhancement  - You have suggested that we add a prompt on our IVRS to give customers an option to talk to Managers. We thank you for this input though at present, feature is not available. Proper escalation procedure has (to) be followed...."

"...Other Concerns - The team has been instructed to ensure that complete documentation is logged after each interaction with accompanying SR number...."

Please see your loops and email trails below. These exhibit how the Support Group; Technical Support; PLDT SSCs; Social Media; Billing Department; Ultera and DSL alike have their own interpretation of PLDT products.

After the Titanic Dept CSR misinformed me and I have filed complaint about this to find out who initiated this fraudulent call for migration to DSL, why would Mr. Deciar only start to be looped from the support group's emails? Ms. Abad, were you trying to have him as an escape goat to your negligence and ineptness?

Feb 14, 2018 4:26 PM Rogelio Gusilatar to Glenn

For your reference
(See comparisson between the above email of Mr. Gusilatar as against  SR# 981524876 7:56 PM Joseph Text; SR# 981542647 9:02 PM Joseph - Leonora - Customer Experience Mgmt Customer Relation Manager Dept Ver (Customer Solutions - DSL Anna Thompson Samson, Nicel Saban (some of the hotline employees are dropping my call) SR# 981876010 Feb 15 7:19 PM Sheila to Sup Don Ruffy NRO failed call 3x)SR# 981986760 Feb 16 5:50 AM Adrian Mano Frustration 1. Refund; 2. Unli WiMAX Daily; Cap Ultera, Unlimited Data, 3. Cert WiMAX full refund; 4. Subs Certification expedite. 5. Why after 2 months of your commitment Nov 9 hard selling DSL Anna Samson, misinformed me via text to assist me specifying the Ref# to an unlimited internet; 6. Feedback Mr. Deciar, Ms. Sablan, Ms. Abad.

Feb 19, 2018 5:04 AM from Glenn Deciar glenn.deciar@pldt.com.ph rogelio rvgusilatar@pldt.com.ph Technical Support Operations

Hi Sir Dood, just an update about the discussion I have with sub! Please refer to the bullets below:

-  like the usual he has been telling me his experience since last year
-  he doesn't want to be interrupted so I lend him my ears
- when I got the chance to talk things out I informed him about the following:
- Refund from 2015 to present - I told him that we had a bigger chance of getting the approval but it is still being investigated but he seemed not to be surprised about it like he already had an idea. (Mr. Deciar said 80% full MSF Ultera refund from March 2015 to present approved during our phone conversation, when I clarified)
- Migration to DSL he doesn't want to talk about DSL he don't want to be migrated for now what he want us to revert back his package to Unli package. (I am not sure why Mr. Deciar did not mention that he need not talk to me about this. BECAUSE I clearly mentioned this to Ms. Sablan as a reply to her email dated Nov 2, 2017, the same day when I got back home from the PLDT SSC Imus Branch to file my complaint. I filed my complaint to Ms. Malvar and looped her to the said email at 10:41 PM. I condoned her hard selling tactic when she mentioned DSL when she tried to confuse me that there is no Ultera Unlimited Volume,  )
- I told him that his account is already unlimited but will just throttle if allotted data will be consumed. He wanted it to be like what he had before with his WiMAX unlimited data. (Imagine, Mr. Deciar saying this after I called him last January 5, 2018 when he said that the management is looking for a way to provide me a stable Ultera internet.)

Feb 22, 2018 2:24 PM from Mr. Deciar to Gusilatar, Rachel Ching Onza et. al.

I told him that we can request in waving the lock in period in DSL if he will continue with the application. He doesn't want to apply in DSL despite the consideration, but chose to retain to the Ultera with unli package with no throttling. I told him it's not possible. He said to put it in writing. Call is ended accordingly. (Where is the SR# for this and his instruction is no near similar to the: https://pldthome.com/ultera/support

"UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERSI am an existing Canopy and Wimax subscriber. What is the Ultera plan to which I can upgrade to?Since we are upgrading your HOME Bro subscription to the new HOME Ultera, you will upgrade to a plan exclusively for existing subscribers --- Plan 999 with speeds of up to 2Mbps and unlimited volume!...If I cannot decide on the upgrade now, where may I apply for an upgrade?Just dial *1888 on your Smart/ Talk N Text mobile phone or call 672-7277 or toll free 1-800-10-6727277 using your landlines. You may also visit your nearest PLDT Sales and Service Centers (SSCs) and our customer service assistants will be glad to assist you."

Feb 22, 2017 4:41 PM from Mr. Deciar to Gusilatar, Rachel Ching Onza et. al.

Here's the latest update. He wanted to revert back to daily with up to 3 Mbps speed and up to 1 MBPS throttled speed.

He wanted the refund to be credited before the cut off March 10.

Feb 23 3:35 PM Glenn Deciar to Rogelio Gusilatar, Rachel Ching Onza

Follow up on our stand please. I will manage him accordingly whatever will be our discussion.

Feb 26 3:36 PM Glenn Deciar to Rogelio Gusilatar, Rachel Ching Onza reonza@pldt.com.ph  Miles Munar munar rrmunar@pldt.com.ph

Hi Partners,

Follow up on this please subs keeps on calling our hotline. I just told him that we are still awaiting the final update from upper Management.

Feb 26, 2018 4:58 PM from Rachel (Ching) Onza to Deciar & Rogelio & Romela Munar

Hi Glenn / Doods (Rogelio)

Ano talaga ang gusto ni Mr. Iral?

- He wanted to revert back to daily with up to 3mbps speed & up to 1 Mbps throttled speed - from Glenn Deciar

- Yes Sir client wants unlimited connection up to 2 Mbps. - Carlo Ver Aguilar cvaguilar@pldt.com.ph

Feb 27, 2018 10:36 AM from Glenn Deciar to Rogelio Ching Munar

Mr. Iral wanted to be migrated to DSL this was before when we said that the refund will only be processed if ultera account will be disconnected. He wanted to be reverted to unlimited plan just like what he had before with his WiMAX package. (May I reiterate my demand is internet migration correction to Unlimited Ultera as advertised on your official website not daily nor monthly volume/data capped!)

March 1, 2018 5:16 PM Glenn Deciar to Rogelio Ching Munar

Hi Sir Dood

Just an update about the case of Mr. Iral. Refer below:
I told him that we could not grant his request to bring him back to unlimited package for his Ultera. I told him that we may revert back the plan to daily volume allowance, but he doesn't want that plan. I told him as well that we could not refund him this amount that he paid since 2015 to present. He was very dissatisfied on my update and recorded the conversation. He demands to put this into writing because he will show this to NTC.

We ended the call properly but with disappointment on his side.

March 27, 2018 5:54 PM Adrian Ian Mano; Camille De Leon ksdeleon@pldt.com.ph Glenn PLDT TLs Althea Sablan afsablan@pldt.com.ph kathleen gay reyes kdreyes@pldt.com.ph maria cecilia abad mhabad@pldt.com.ph

Client vented out his Frustration.

Client backtracked all his concern from the beginning.

Client would like to make a follow up on his requested refund from March 2015 to present which is due to technical activity.

April 4, 2018 6:00 AM Jeremias

He already his account to be unlimited listen to recording conversation starting 4:39 AM.

April 11, 2018 3:50 AM Don Rufi to Joselle Mar SWATT Mar Standalone to Glenn and  Morales CC Rogelio Onza Munar

Client vented out his Frustration again.

Client backtracked all his concerns from the start.

FYI. Client would like to make a follow up on his requested refund from March 2015 to present which is due to WRONG MIGRATION from Unlimited WiMAX TO Ultera Daily Capping with throttling NOT technical activity. (Take note on email dated Nov 9, 2017 5:06 PM from Ms. Sablan, she committed to provide unlimited volume on the condition the speed is up to 2mbps.) While waiting on the said configuration, Ms. Maria Cecilia Abad  imposed a monthly Capping which was a misaction effective Jan 12, 2018 at 9:45 PMClient requested to copy Mr. Mano's email below: On Feb 26, 2018 he called Ms. Sablan at her cellphone number from her missed call last Jan 13, 2018. She confirmed that the configuration to Ultera Unli Volume on the condition that speed is up to 2Mbps is still ongoing...

SR# 1002207911 3:50 AM
SR# 1002013617 Marvin Lazarte 4:00 PM

April 11, 2018 Paul 5:49 PMApril 25, 2018 8:52 Don RufiApril 26, 2018 12:00 Don RufiApril 26, 2018 3:50 BrianApril

March 1, 2018 5:16 PM Glenn to Jane Morales

Dec 20, 2017 3:40 PM Alexandra Gana Homebro Supervisors

No internet No sim card detected promise by Ms Sablan account upgrade to Ultera Unlimited Volume on the condition the speed is up to 2Mbps.

April 11, 2018 Paul Panganiban
Not all request will be granted? (Then what are the items approved?)

April 21, 2018 Jona Raman Customer CareEndorsing my concern email to Mr. Hayashi.

Dear Ms. Rizza Cristobal (Smart Prepaid Hotline *888 Manager), Ms. Leah Espiritu (Smart Wireless SM Bacoor Cavite Branch Manager), Ms. Reliza Remolin (Smart Special Handling Senior Manager,

I was expecting that you will create your own SR# last March 19, 2018 but this SR# 994 430 698 7:14 AM has a lot of errors.  It took several tries before my concerns were properly logged with accompanying generated SR#  995 386 867 12:02 PM March 22, 2018; SR# 996 879 929 8:47 PM March 26, 2018; SR# 999 622 477 3:45 AM April 4, 2018. Until now, there were no updates to my load reversal dispute; request to be furnished a copy of Unlimited WiMAX certificate (that it was not covered by FUP until it was decommissioned and wrongly migrated to daily capped Ultera).

My load reversal UCT 25 was reversed from Feb 26, 2018 not only after the promo lapsed but only on March 15, 2018. However, it was a regular load.

My purpose of loading a UCT 25 was to contact and follow up the configuration to Ultera Unlimited Volume and full refund from Ms. Sablan; and if the WiMAX certification is ready for pick up and or was already sent to my billing address and email address from Ms. Espiritu, and Ms. Remolin, consecutively. I haven't received any whether their call, email, or SR# customer memo.

My celno 918-xxxxx88 was upgraded to LTE last April 2017. It was registered both at PLDT and Smart Prepaid Hotlines, but your interaction with each other, your attempt to call me whether successful or not have no accompanying SR#. You influence their attitude because some of them do not even bother to log when I call, especially when during our conversation, the call drops.
When my load was reversed from UCT 25 to standard load, I have to inquire to be provided a text instruction for allout 25. 
Unfortunately, when I started calling you, Ms. Sablan dropped the call when she asked and I gave her my name and she never called to return the same courtesy. Ms. seemed to have blocked me from the cellnumber she used to call me last Nov 20, 2017. Her branch employees did not bother to pick up their branch cellphone. Simiilarly, Ms. Remolin does not answer.

Hoping still for a call out from your direct superiors to happen ASAP. You continuously allow your old subscriber to suffer your incompetence.

              ***Please do not break the loop/thread because there are older conversations here which have been deleted. I am unsure who did it.***

Sincerely yours,




Elman
Mob.: 0918xxxxx88
Ultera 998xxxx888 (Migrated from Canopy & WiMAX)

Cc:

Mr. Manny V.  Pangilinan also Click Twitter link