TO Hon. GAMALIEL A. CORDOBA
Commissioner
National Telecommunications Commission
commissioner@ntc.gov.ph
TelNo:+63.2.924.4042
commissioner@ntc.gov.ph
TelNo:+63.2.924.4042
c/o Atty. Ma. Xandralyn M. Molina
OIC, CWPD
OIC, Consumer Welfare & Protection Division
Victor A. Gusto
Administrative Assistant I
CWPD - NTC
Argy Eusebio L. Pamplona
Administrative Assistant V, Office of the Commissioner
National Telecommunications Commission
924-4042/924-4048
Dear Hon. Commissioner Cordoba,
Good Day!
I was not contacted by PLDT, anyone from their side. My initiated calls to their 171 Hotline and visits to PLDT SSC Imus branch were rudely and unprofessionally handled while awaiting your assistance.
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 over-payment 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!...” - Please, for your astute perusal for your prompt compliance which are all over due full email text on thread below.
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 over-payment 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!...” - Please, for your astute perusal for your prompt compliance which are all over due full email text on thread below.
Last Dec 21, 2018, CSR Angel and OIC Amelita Mañalac said that their supervisor, Ms. Reylinda Geluz was on vacation leave and have no idea her schedule return; whilst they claimed that their South Luzon Area Manager, Mr. Val Fule was on vacation leave to at Bangkok, Thailand. But when I shown Ms. Mañalac my complaint below sent to NTC, after few minutes, she informed me to wait because Ms. Geluz is suddenly around preparing a document to discuss with me. I waited for more than two (2) hours. I relayed to Ms. Geluz my detailed complaint and it just fell on deaf ears. She insisted that when she was informed that the said FYA was approved, which she confirmed to me from my last visit dated Nov 9, 2018 that she sent the said FYA and was approved, but she has to verify which Internet Plan approved as correction, she was only informed as FYI. The same reason she reiterated why she never informed me about the items approved. All issues raised and promised to be answered last Nov 9, 2018 were disregarded by Ms. Geluz last Dec 21, 2018.
Nov 9, 2018
PLDT SSC Imus Branch CSR Jose Collins Ordones "Coco", OIC Milet Manalac, OIC Daisy, CSRs Rochelle Velasco, Emerald "Em"Said the following were not in the branch:PLDT SSC Imus Branch South Luzon Area Mgr Val Fule; Sup Reylinda Geluz
1085892822 Nov 9, 2018 2:35 PM Hotline 171 CSR Agent John TalubSubs informed Hotline 171 Visited PLDT SSC Imus Branch 1:55 PM to 7:00 PM
1085907452 Nov 9, 2018 3:13 PM No Record Found1085914405 Nov 9, 2018 3:41 PM PLDT SSC Imus Branch Jose Collins Ordones "Coco"Acknowledgment SOR Subs visited PLDT SSC Imus Branch 1:55 PM to 7:00 PM reported looking for Reylinda Geluz Follow-up to FYA.
1085985652 Nov 9, 2018 6:51 PM PLDT SSC Imus Branch Jose Collins Ordones "Coco"SOR talked to Ms. Reylinda Geluz 6:00 to 6:30 PMPromise Call out next week Nov 12, 2018
1085986143 Nov 9, 2018 6:53 PM PLDT SSC Imus Branch Jose Collins Ordones "Coco"SOR talked to Ms. Reylinda Geluz 6:00 to 6:30 PMPromise to Call to out next week Nov 12, 2018 re FYA approved last Feb 7, 2018Checked re the Unli Ultera correcting the migration uncapped Unli.
Ms. Geluz instead promised and created report numbers again through her branch staff that Mr. Brian Toledo will discuss the errors and resolution to their erroneous report. But Ms. Geluz wrote on the Complaint Letter that “Subs went to the ofc. to contest resolution made by Mr. Brian Toledo for further investigation verification from B. Toledo. Signed dated 12/21/2018”. She crossed-out the investigation and replaced it by the word “verification”. I was approached by the branch guard to wrap up my discussion with Ms. Geluz. I had recorded my conversation with Ms. Geluz after observing that she was not taking notes as I narrated my detailed complaint.
Dec 21, 2018
PLDT SSC Imus Branch CSRs Angel, Em, Rochelle, OIC Amelita, Sup Reylinda
1101823819 Dec 21, 2018 2:17 PM CSR KC 171Subs reporting he's at PLDT SSC Imus Branch. Sup Reylinda Geluz and South Luzon Area Mgr Val Fule on VL. Mr. Fule in Bangkok. After showing Ms. Amelita Constantino Mañalac the email trail info for Mktg FYA, she said Ms. Geluz is in the branch!
1101888379 Dec 21, 2018 5:16 PM PLDT SSC Imus Rochelle VelascoINQ Account related LTE Plan used usage inquiry classification Home Bro Ultera Throttling Anti-Churn
1101906362 Dec 21, 2018 6:17 PM PLDT SSC Imus Amelita Constantino MañalacThis is to note SOR Visited PLDT SSC Imus Branch today reporting Brian Toledo about the resolution date Dec 21, 2018
1101907769 Dec 21, 2018 6:32 PM PLDT SSC Imus Velasco CSRThis is to note Subs Visited PLDT SSC Imus Branch today re Althea Sablan Rebate 2 MSF upon termination she will oblige refund
1101895375 Dec 21, 2018 6:43 PM PLDT SSC Imus Velasco CSR?INQ
Mr. Brian Toledo, Operations Manager/Supervisor PLDT Ultera Hotlime 171, dropped my call last Dec 24, 2018 dropped my call after I informed him about the Complaint Letter note of Ms. Geluz.
“12/21/2018 Subs went to the ofc. to contest resolution made by Mr. Brian Toledo for furtherinvestigationverification from B. Toledo. Signed”
Mr. Toledo did not bother to even log on the service report number my narration that Ms. Geluz is expecting him to re-investigate or at the least verify the errors in their report.
1102682162 Dec 24, 2018 10:52 AM Brian Toledo Home Bro supervisor
Subs kept on repeating His concern again and again informed him that we understand his sentiments. NTC (Please listen to the conversation!)
Nov 12, 2018 PLDT Ultera Home Bro Hotline 171 OPS Sup/Mgr Bryan Toledo 6:11 AM
Brian refused the following
1. Source of Decline Advise
2. Lied he attended Mgmt Meeting
3. Later on mentioned he had Mgmt Meeting with Rachel Onza and others
4. Claimed all my requests were declined and unnecessary to enumerate and discuss each
5. Later on he claimed there's no meeting but he read the memo from email after I mentioned my visit last Nov 9, 2018 at the PLDT SSC Imus Branch. The email was dated May 29, 2018. Prior to Brian's disinformation, his CSR agents last Oct 24, 2018 going forward said their emails including my email complaints were all wiped out!
6. After he refused my demand that he enumerates the decline items, later on mention item 1, Brian dropped my call. When I called the Hotline 171 again, my call was diverted to him. He claimed he called Ms. Reylinda and advised she will follow their decision but will call me within the day!
7. He never discussed to me the other items yet he wrote them on the SR# to portray he discussed everything. I disputed item #1 and demanded him to provide its SR# or origin, but he refused and dropped the call again despite I mentioned that I never requested that item. (Later on item #1 was not declined per Ms. Reylinda's spreadsheet shown to me for March 2015, thus they investigated and resolved another subs concerns not mine. Ms. Reylinda is supervisor of PLDT SSC Imus Branch and she shown me this spreadsheet last Dec 21, 2018.) They never listened to me to comply to approvals but instead they disregard highlighting declined items and offers I never requested!
Brian Toledo; Mgmt Rachel Onza
1087352095 Nov 12, 2018
SR# 1087347882 12 Nov 2018 8:31 AM Sup Brian Toledo (KC)Spoke with Mr. Elman. Informed him of the investigation. The ff issues you have raised involving your homebro account considered close and resolve.He wanted to send his request to Ms. Reylinda. As per subs he promised to be called by Ms. Reylinda.
SR# 1087351056 12 Nov 2018 8:46 AM Sup Brian Toledo (KC)Disputing the result of the investigation. Will want to receive a call out from Ms. Reylinda rebates for two months if will disconect the service. Informed subs that goodwill already given to him a total of 6K+. He wanted to have rebates still.
SR# 1087352095 12 Nov 2018 8:52 AM Sup Brian Toledo Branch: Homebro Inbound Supervisor (Kenneth)FYI the ff issues you have raised involving your homebro account are considered close / resolve.1. Request for March 2015 MSF refund has been declined.2. Reversal of 6,000P for the rebates has been processed as a sign of goodwill.3. Migration to wired DSl 1299 with 300 MSF discount for life and waived installation & modem cost has been granted.4. Complaint handling involving our agents, stores, shops were noted and acted upon internally following our code of discipline.
1087369708 Nov 12, 2018 9:50 AM Rey
1087367824 Nov 12, 2018 KurtNelita; OM Ann Fernandez
SR# 1087429341 12 Nov 2018 12:14 PM Sup Brian Toledo Supervisor Branch of Homebro Inbound WirelessSubs would to have a copy of the email of the declining of his demand. Informed him that this is internal. All his complaints two agents PLDT heads you raised involving your homebro account are considered close / resolve.
Nov 16, 2018
Recorded that Brian Toledo and Irene Cinco are both Sups and counterparts only
SR# 1089236827 16 Nov 2018 11:40 PM Irene Cinco Sup Brian Toledo (Kenneth)As per subs he was transferred by Angel. Subs complaint Rachel Onza over his concern on Unlimited Ultera. Why do PLDT told him to go to NTC. As per subs he's over qualified. Subs complain PLDT Mgmt. Subs tell a story about his experience on service center, OIC long distance line with OIC why some personnel to wait for OIC then when they get back to him, they would tell there is no OIC. Refund on MSF start March 2015 until present. As per subs he's approved by PLDT Brand Mgr. Irwin de Guzman. I promise to Sir Elman that I will indicate to my notation that remarks of Usman and Angel be transferred to Ma'am Miraflor. To escalate his concern please assist already done concern was raised through email. (Please listen to the recorded conversation!)
Below are the Service Reports Numbers I got from my follow-ups and horrible experience while awaiting your assistance and update....
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:
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:
An Open Follow Up Complaint Letter to PLDT SMART Ultera DSL Data Privacy Breech and Possible Fraudulent Calls
Complaint: SmartBro to myBro intermittent connection and throttled speed "Fair Use Policy" etc.
----- Forwarded Message -----
From: cwpd_feedback@ntc.gov.ph
To: " elman@yahoo.com" < elman@yahoo.com>
Sent: Friday, January 11, 2019, 2:18:25 PM GMT+8
Subject:
Sir/Madam:
This pertains to your mobile service concern that was promptly endorsed
by the Consumer Welfare Protection Division (CWPD) of the NTC to the
concerned provider.
The mobile service provider assured us of immediate action.
Considering that it has been one (1) month, may we respectfully request for
confirmation that the issue has been acted upon accordingly by the service provider.
We appreciate receiving confirmation of satisfactory resolution of your concern thru this email address.
In the absence of confirmation, we will consider the matter resolved in
your favor.
Thank you very much.
Best regards.
Consumer Welfare and Protection Division
National Telecommunications Commission
Tel. Nos.: 921-3251/926-7722
