From: Elman < elman@yahoo.com>
To: commissioner@ntc.gov.ph ; cwpd_feedback@ntc.gov.ph ; customercare@pldt.com ; customercare@pldt.com.ph ; CustomerCare ; mvpangilinan@smart.com.ph ; consumercare@dti.gov.ph ; care@pldt.com ; pldtalpha@pldt.com.ph ; media@pldt.com.ph ; vrfule@pldt.com.ph ; rlgelus@pldt.com.ph
Cc: depcom1@ntc.gov.ph ; depcom2@ntc.gov.ph ; ntcncr@ntc.gov.ph ; consumer@ntc.gov.ph ; jcarcenas@pldt.com.ph ; Joy Y. SANCHEZ ; SMARTBRO - ACPS ; Orlando B. VEA ; ESPIRITU, Leah (Lei) V. ; gamarasigan@smart.com.ph ; Reliza D. REMOLIN ; rrmunar@pldt.com.ph ; rvgusilatar@pldt.com.ph ; afsablan@pldt.com.ph
Sent: Friday, May 17, 2019, 12:31:43 PM GMT+8
Subject: Re: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ] Formal Complaint vs PLDT - Smart Follow-Up
May 17, 2019
TO Ms. ANNA FERNANDO
PLDT Sales and Services Center (SSC) Imus City Branch Manager; HOME SSC Management Head
TO Ms. AURORA CRUZ IGNACIO
Director of the PLDT Inc. Tel
TO Atty. JUAN ALFONSO D. SUAREZ
First Vice President, PLDT Deputy Head for Organization Change Management and Head of Business Partnering & Centers of Excellence of the Company.
TO Ms. MARIA CECILIA H. ABAD
VP PLDT Inc. Tel / Former PLDT Inc. Tel Deputy Data Privacy Officer / PLDT Customer Care Head
TO Mr. PAOLO LOPEZ
HOME Customer Care and Vice President
TO Mr. MANUEL V. PANGILINAN
PLDT CEO
ATTN:
c/o Mr. VAL FULE - PLDT SSC Imus Branch Team Head (Calamba PLDT Fiber)Ms. REYLINDA GELUZ - PLDT SSC Imus Branch Team Head (Bacoor PLDT DSL)Ms. JANE MORALES - PLDT Homebro Ultera Hotline 171 Manager (Dumaguete Fiber Campaign)Mr. BRIAN TOLEDO - PLDT Homebro Ultera Hotline 171 Manager (Dumaguete)Ms. ANNABELLE ORDOÑA - PLDT Homebro Ultera Hotline 171 Manager (Manila) / Former PLDT Homebro DSL Hotline 171 Operations Manager / Substituted Ms. Althea Sablan)Ms. ALTHEA SABLAN - PLDT / Smart Wireles Management Experience / PLDT Ultera Online Team Senior Manager / PLDT Ultera Customer Care Senior ManagerMs. Rachel Onza - PLDT Client of Third Parties?
Dear Ms. Ann Fernando, Mr. Paolo Lopez, et. al,
Good Day!
I would like to seek your assistance for the compliance of my approved and signed FYA with items for adjustments, activation, and your letter of apology. With all due respect, if only you gave me the same courtesy to speak with you, if not, you confirmed receipt of this complaint thread from the customer care online team and those who accessed my subscriptions, you remained responsible for the management and customer service worst decision flow, horrible sales, after sales, tragic customer service, misdirection of escalation and a dreaded complaint handling. I would have not known about your existence neither who the true branch manager is if not for the inconsiderate, condescending, negligent, uncoordinated, mistrust and indifference of your employees towards PLDT and Smart subscribers. They do not know when the opportune time in escalating complaint requires elevation to your office! May I request for your astute perusal to this thread. I hope this is also escalated to the above PLDT executives sendees.
I was an OFW and you kept receiving my payments sent to the Philippines without PLDT and Smart proactively and professionally attending first, their compliance to my approved and signed Full PLDT Ultera and WiMax MSF refund to present that's more than Php 40,000.00 sweat and blood as an OFW subjected to extreme weathers away from my country and family! Am I suffering alone by your profiteering, if not, inhumane handling of my complaint awaiting compliance, adjustment, activation for more than five (5) years? I don't think so! You gave me a reason to believe you were helping me migrate from SmartBro Canopy to WiMax, not subject to Fair Usage Policy, no cap, up to 2 MBPS speeds but now its the opposite until you decommissioned the latter to PLDT Home Ultera monthly capped!
All these are available at Customer Solution Platform the agents told me they are using to verify, review, note and create service report numbers when they and their departments access the subscriber/s account before, during, or after the call. So what is keeping these people complying to management approvals? And now, your collection agencies are harassing me without actually calling or sending me a formal collections letter. They sent me SMS text messages alternately and ring my for once before dropping it. Please, for your astute perusal for your prompt compliance which are all over due.
“…Did Ms. Maria Cecilia H. 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 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.
Data Privacy (DP) Customer Solution Platform (CSP) Dashboard "Not Available"
Thank you but no thank you for addressing the Data Privacy issue I raised. You made changes to your IVRS spiel but you failed miserable to make good at that move. Don't you penalize, subject to disciplinary action, your employees should they try calling your IVRS? So who will listen to it as a deterrence to employees who have no business accessing and or sharing our information from your HUB and applications, for example Customer Solution Platform (CSP) Dashboard to your sales people? Still, anyone who can access and borrow or lend their access to the CSP, for example, can read on the Dashboard the Data Privacy is still "Not Available"! So the offer to me now is Fiber, after DSL which I declined but never was updated at the Dashboard Alert which prolonged, delayed the compliance to the two (2) approved and signed FYA document (Searchable words - Althea Sablan, Irwin de Guzman, Reliza Remolin).
Again and again, haven't PLDT by doing this the assurance of Data Privacy Protection is just another project - money that will not deter employees and those they allow to use their access may violate your subscribers Data Privacy Rights and breached the Data Privacy Law for profiling and what not! I have raised my complaint for the profiling made by DSL to my Ultera Acccount, and WiMax to my Canopy account and yet no apology is forthcoming! Smart Prepaid Buddy Hotline *888 has raised this to you, and yet you now profiled my account again as eligible for PLDT Home Fiber internet (even for facility checking) without attending first, your compliance to my approved and signed Full PLDT Ultera and WiMax MSF refund to present that's more than Php 40,000.00 sweat and blood as an OFW subjected to extreme weathers away from my country and family! Am I suffering alone? I don't think so!
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.
PLDTHOME.com/ULTERA/SUPPORT
Thank you but no thank you for addressing the website loyalty offer for old/existing WiMax and Canopy subscribers to an unlimited volume (no cap) with speeds up to 2MBPS, after Ms. Geluz finally realized that website is a case against their negligence, the FAQs was now trimmed! Thank you Google for the "cache" the old website design and text are still available!
Dear Mr. Val Fule, et. al,
Good Day!
(You promised to call me today, Friday, May 17, 2019 yet another promise broken). Allow me to provide you the minutes of the meeting (MOM) of our telephone conversation last March 15, 2019 from 4:00 PM to 6:30 PM at your PLDT SSC Imus Branch along Aguinaldo Highway, Cavite, at your conference room, while you were at PLDT SSC Calamba Branch. You could have called me via my registered cellphone number on the CSP, but the trend keeps getting clearer, your counterparts and subordinates just don't care. How many more months must I suffer under the powers you granted to your employees named here, especially who had accessed my account. Please refer to the above screenshots, even include the 2nd FYA process from the branch dated November 2, 2017 to February 31, 2018 up to present. You did not comply but rather chosen to use your money, time, and effort for damage control!
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.
Minutes of the Meeting March 15, 2015 PLDT SSC Imus Branch
You refused to commit creating and sending me the minutes of the meeting. Please be reminded that only Ms. Althea Sablan and her team had the guts to call me, though years have past, and then sent me (MOM) from October 2017 to Nov 2, 2017. Why would you rather divert the process? No one in your office managed to create a memo of what transpired on that visit, including Ms. Geluz who received my official complaint emails and follow ups, NTC letter for your action (FYA), Invoice Inquiry ledger (Zero Amount Due from February 10, 2019 to May 10, 2019 Statement Date whilst you disconnected my PLDT Home Ultera Monthly Capped last December 10, 2019), our discussion, your commitment and deliverable, etc. with Ms. Geluz' signature! That said, you also refused to furnish a certification of zero balance due! How will your promise hold when our telephone meeting conversation at your PLDT SSC Imus Branch was not indicated in any service report number generated by your camp?
SR 1117712973 Feb 7, 2019 5:28 PM Culanag - Dumaguete (No remarks) System Generated for Data Privacy to determine if it was accessed only!System Initiative SR# Generation / No remark
SR 1149607132 May 15, 2019 4:20 PM Reylinda Geluz - Department Bacoor/Imus City (No remarks) System Generated for Data Privacy to determine if it was accessed only! (Where is the notation?)
Earlier at 2:00 PM, I got queue ticket numbers (4006 at 2:01 PM) and (1157) at the queue machine. I spoken with CSRs Ms. Janel Andrea Diolata, Ms. Janine, and Ms. Reylinda Geluz with no service report numbers created to document my visit, even the complaints escalating further I relayed to them due to the ineptitude, condescension, lying by omission, negligence, "trust" between co-employees, false coordination, misinformation, none coordination, etc. that lead to my Ultera Account's disconnection as early as December 10, 2018. Despite of the approved and signed FYA that constituted the following, please, for your astute perusal for your prompt compliance which are all over due.
“…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 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
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
PLDT SSC Bacoor/Imus Branch, PLDT Home Ultera Hotline 171, Arquillo Law Office (Dunning SMS Text Messages and One Ring Missed Calls), Sendees
Do you really have the tenacity to collect money by selling my account to the Arquillo Law Office (09976039622)? This harrasser sent me dunning SMS text messages to settle several times without details of my subscription, SR#, amount due, and sendee (Ms. Samonte who will benefit should I get fooled by her dunning SMS text messages and her dropping calls on her first ring - 09292670521), precisely when your ledger stated from February 10, 2019 to May 10, 2019 Statement Date and correponding Due Dates, Cut off Dates, etc., have entries of zero (Php 0.00) Amount Due! Whilst you refused to comply with Marketing Department to adjust my bill for my refund at the branch!
The Invoice Numbers on the ledger provided and signed by Ms. Geluz are 654896217, 662475238, 670081773, 677681940 consecutively. So why are they texting and ringing my phone once and dropping it to harrass me to send them a confirmation which you refused to provide me at the branch? So can you advise if you had chosen to sell my account/subscription to the said collection agency who was eager to get their commissions without investigating first whether there are ongoing disputes for non-compliance on the part of PLDT and Smart Communications or not?
Ms. Samonte had rung my phone dropping it on the first ring! She's obnoxious! All of you were so careless despite your Marketing Department, Mr. Irwin de Guzman had approved and signed an FYA document (2nd FYA. The first one was by Ms. Sablan via email dated Nov 2 and 9, 2017), which Ms. Geluz sent to him and confirmed approved stating my demands for Full MSF refund from March 2015 to present (including WiMax earlier payments I made for a supposed to be unlimited volume (no capping) with speeds up to 2 MBPS package? The only thing left for her to do is to prepare the Apology Letters and Compliance for the said refunds and activation of my PLDT Homebro Ultera non-capped unlimited volume up to speeds 2 MBPS. Since you chose to bypass and disregard compliance, you permanently disconnected my account last April 10, 2019 and did not even process my loyalty two (2) months rebate approved since October 21, 2017 repeatedly advised via email by Ms. Sablan, Ms. Jann Dado (her Manager who interviewed me), Mr. Marlon Martunillas, (her supervisor who interviewed me). This rebate upon termination was honored by them. Was this made to delay and later on bypass and dishonor all approvals? So, don't you care about Integrity anymore? I challenge those who accessed my account to answer!
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 Talub
Subs informed Hotline 171 Visited PLDT SSC Imus Branch 1:55 PM to 7:00 PM
1085907452 Nov 9, 2018 3:13 PM No Record Found
1085914405 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 PM
Promise 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 PM
Promise to Call to out next week Nov 12, 2018 re FYA approved last Feb 7, 2018
Checked re the Unli Ultera correcting the migration uncapped Unli.
SR 1149677354 May 15, 2019 7:39 PM CSR Sheena, Sup May Castro, Mgr Annabelle Ordona
Angel
SR 1149726640 May 15, 2019 10:15 PM Tara
SR 1149877257 May 16, 2019 12:21 PM CSR Jean, Sup Clarisse, Mgr Annabelle Ordona
SR 1149893079 May 16, 2019 1:17 PM CSR Glenn / Charlene, Sup Edward Castillen, Mark Gomez, Mgr Annabelle Ordona dropped line
SR 1149908454 May 16, 2019 2:09 PM Janella, Mark Gomez, Annabelle Ordona
SR 1149918956 May 16, 2019 2:46 PM CSR Janel/Andrea Baccor Cavite
Tried calling line is busy?
SR 1149927118 May 16, 2019 3:09 PM Janella, Mark Gomez, Annabelle OJanelle
CSR Hazel, TL Anisa Villanueva? said on the background "Bawal ang bobo rito" eng translation “Stupid is not allowed here!) 3:30 PM
SR 1149928339 May 16, 2019 3:10 PM Janella, Mark Gomez, Annabelle Ordona
If tried calling line is busy when is next call, text etc? Where's her SR# on subs' visit and complaint yesterday?
SR 11499356000 May 16, 2019 3:39 PM Jether
Complaint rude TL. line got cut.
SR 1150034200 May 16, 2019 9:03 CSR Mark, Sup Mark Brian Gomez, Mgr Anabelle Ordona
Jan 10 ,2019 Inv #647369603 Line got cut
SR 1150039079 May 16, 2019 9:03 CSR Glenn, Sup Irene, Mgr Jane Morales (2 months) Brian
Jan 10 ,2019 Inv #647369603 Line got cut
SR 1150055070 May 16, 2019 10:19 PM CSR Michael, Sup Rosalie Lee, Mgr. Brian Toledo
CSR Hazel, TL Anisa Villanueva? said on the background "Bawal ang bobo rito" 3:30 PM
SR 1150057683 May 16, 2019 10:33 PM CSR Michael, Sup Rosalie Lee, Mgr. Brian Toledo
Jan 10 ,2019 Inv #647369603 Line got cut
SR No May 16, 2019 10:19 PM CSR JV, Sup Don Raffy, Mgr. Brian Toledo
Jan 10 ,2019 Inv #647369603 Line got cut
SR Aug 11, 2015
SR 1150069326 May 16, 2019 11:14 PM Misato, Sup Rosalie Lee, Mgr. Brian Toledo
Complained Mgr Brian Toledo misinformed Sup Reylinda Geluz via email dated Dec 26, 2018 purporting/claiming he spoke with me and closed the issue. He never advised his dropping of call after he would not listen and advise.
PLDT SSC Imus Branch CSRs Angel, Em, Rochelle, OIC Amelita, Sup Reylinda , PLDT Home Ultera Hotline 171 Mgr. Brian Toledo; Supervisors, Team Leaders, Coordinators, et. al
FYI, Ms. Geluz exhibited her failure to read the notations on service report numbers to compare information and act on them promptly, professionally and correctly. When I confronted her why she did not bother to contact me from Dec 21, 2018 until I visited last May 15, 2019, her reason was that she relied with Mr. Toledo because she "trust" him, claiming based on the email he sent to her dated December 26, 2019 acknowledging that I called the hotline and spoke to him last December 24, 2018 and the case was closed properly.
1102675926 Dec 24, 2018 10:22 AM Angie
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 (Is this the whole truth? I recorded this conversation. Please retrieve it at PLDT Quality Assurance copy!)
1102707203 Dec 24, 2018 12:24 PM Jay
1102707285 Dec 24, 2018 12:24 PM Jay
1102726777 Dec 24, 2018 1:53 PM Jinky
1102727993 Dec 24, 2018 1:59 AM Jinky
1102737926 Dec 24, 2018 2:33 PM Trisha
1102738449 Dec 24, 2018 2:36 PM Trisha
Dec 25, 2018 Ching Follow up!
1102000570 Dec 22, 2018 12:03 CSR Angie
1:11 AM Daniel
Reading and Ff-up 1101560052 Dec 20, 2018 6:24 PM CSR Queenie Open Billing Report with other SR#s
Open report
Mr. Toledo lied by omission, he did not reveal her that he rudely interrupted and advised me that Ms. Reylinda's advice on the discrepancy on the ledger with approved March 2015 full refund/rebate (Php 999.00) versus the email he sent earlier with declined March 2015 full refund/rebate he referred to as management decision requires re-investigation! It justify further dispute process because the FYA approved and signed last February 7, 2019 belies Mr. Toledo and Ms. Geluz's scheme! She never updated me of which Internet Package was approved in-spite of her promise last November 9, 2018! Remember she had the ball rolling from November 2, 2017. Was Ms. Reylinda the author of rude customer service provided to me since November 2, 2017 the first time I visited her PLDT SSC Imus Branch and she only face me the fifth (5th) time I visited again?
PLDT SSC Imus Branch CSRs Angel, Em, Rochelle, OIC Amelita, Sup Reylinda
1101823819 Dec 21, 2018 2:17 PM CSR KC 171
Subs 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 Velasco
INQ 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 Mañalac
This 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 CSR
This 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
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. Advised to proceed to NTC. (Mr. Toledo said it was unnecessary to relay Ms. Reylinda's advice for clarification and investigation and then he dropped the call)
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.
“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”.
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 (This is not the whole truth!)
Today, May 17, 2019, Ms. Rosalie Lee, PLDT Home Ultera Hotline 171 Supervisor, refused to provide customer service rudely deferring any request, demands, answers, update to the branch, in short, "the door sign of hotline points to the branch" as though they can't make money out of me, so I, your more than 10 year internet subscriber is not worth listening to and sending a copy of whatever collection letter, but a harassment text to pay a zero balance!
May 16 2019
SR 11500074289 May 16, 2019 11:42 PM TL Rosalie
TL Rosalie was Condescending and Rudely Interrupting subs that account is permanently disconnected so dispute can't be filed on the phone but at the branch instead, before subs consequently had a chance to relay his concerns. She refused to answer if they sent an official advice and did not even bother to offer me a copy or for investigation if it was received. She was presumptous that the branch failed to inform me and my account cannot be reconnected, but failed providing sufficient explanation. (Please compare with her actual notations and recorded conversation)
May 17,2019 12:01 AM
May 17,2019 12:01 AM Tana
and to smart and PLDT main branch offices for the preparation of my email print-outs
conference call to all who accessed my account
SR numbers from May 14 to May 17 including CSR Tana's
May 17,2019 3:20 AM Tana
Recorded conversation re call with Sup Rosalie
Again, I am hoping for your astute answer to each issues I have raised here; the timelines, dates, and documents you have sent PLDT-SMART/SMART Communications/PLDT Inc./PLDT Inc. Tel., etc., as proof of your coordination with them for the past five (5) months since I first sent you my complaint.
I am hoping for your expedited, pro-active, and positive reply tomorrow, May 15, 2019. Please provide me an official letter as well that I can submit to them. If you can just review the last reply you sent me, it was a format without proper salutation and signature line.
With all due respect, I will be forced to proceed to the Office of the President if you fail to confirm receipt, provide an update, and call me tomorrow.
***Please do not break the loop/thread because there are older conversations here which have been deleted. I am unsure who did it.***
----- 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
Cc:
Mr. Manny V. Pangilinan also Click Twitter
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 NTC, PLDT-SMART Ultera DSL May 14, 2019
Consumer Welfare and Protection Division National Telecommunications Commission (NTC) Replies Subscriber Complaint against PLDT-SMART Ultera DSL Fiber
An Open Follow Up Complaint Letter to PLDT SMART Ultera DSL Data Privacy Breech and Possible Fraudulent Calls
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On Wednesday, February 20, 2019, 6:51:32 PM GMT+8, Elman wrote:
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On Monday, January 14, 2019, 11:33:43 AM GMT+8, Elman wrote:
FYI and Action please. Thank you!
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