----- Forwarded Message -----
From: Elman < elman@yahoo.com>
To: aa01 SAM@pldt.com.ph; consumer@ntc.gov.ph ; ; cwpd@ntc.gov.ph
Cc: commissioner@ntc.gov.ph ; depcom1@ntc.gov.ph ; depcom2@ntc.gov.ph
Sent: Wednesday, June 5, 2019, 3:07:14 PM GMT+8
Subject: Re: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
TO Hon. GAMALIEL A. CORDOBA
Commissioner
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
c/o Ms. Aileen S.
Secretary of OIC-CWPD
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 Atty. Molina,
Good Day!
First, may I update the Complaint Form, please see attached for the Administrative Case against PLDT-Smart. Ms. Aileen and Ms. Jeorge, may I ask for your kind assistance. Thank you.
Second,I demand that PLDT-SMART cease and desist in further billing me and harassing me through their collections and law office.
Third, thank you for mediating yesterday on the “full blown complaint” immediately after the taxing three (3) hour mediation by Mr. Jose Bartolome with the PLDT-Smart parties from Special Account Management (SAM) comprised of Ms. Michelle Santos, Manager; and Ms. Weleen Castro; Specialist. This is evident with the prior reply of Ms. Mariz (SAM PLDT-Smart) that even during the mediation yesterday, their representatives failed to provide an iota of concrete evidence to their claim below. Perhaps, by creating a story from a questionable voucher (internal document?) they can avoid answering why they or they have not violated: (1) NTC Memorandum Circular MC 07-08-2015 80% Service Reliability; (2) NTC Memorandum Circular 03-04-2018;
(3) DOJ-Office for Competition (DOJ-OFc) DOJ 9-page Advisory on No FUP on “Unli” Internet, says DOJ advisory Unlimited Internet; "...about their unfair imposition of Fair Usage Policy (FUP) onunlimited Internet promos."; (4) Republic Act No. 10173 (Data Privacy act of 2012); (5) Joint DTI-DICT-NTC-NPC-DOJ Administrative Order No. 18-01 Series 2018 https://doj.gov.ph/files/2019/Announcements/Document0014.pdf;
(6) NTC Memorandum Circular No. 07-07-2011; etc. (7) Republic Act No. 7394 or The Consumer Act of the Philippines Contract Stipulations - Contrary stipulations — null and void.; etc.
“This is with regards to HomeBro/Ultera account of Mr. Elman.
Please be advised that necessary Ultera non service rebates have been processed.
The FYA he mentioned will not be granted (March 2015 to present, refund of all his payments) since he is using/used our service during the said dates.” – Email dated Wednesday, January 2, 2019 3:46:59 PM from SAM@pldt.com.ph to the consumer@ntc.gov.ph
To wit, let me enumerate and answer them:
Firstly, Ms. Mariz (SAM), represented by Ms. Santos and Ms. Castro were mum on the issue of two signed and approved FYAs for compliance.
First FYA with email dated November 2 and 9, 2017 and service report number, SR# 929060325, they failed to support the non-service rebates they processed and where these rebates have gone, was it in my pocket or their system? This was the grueling 6 months of paying while awaiting them to rectify the wrong internet package that currently then was under BTS for decongestion (Please refer to the CSP, Dashboard Alert of my Account).
While the amount is still in their system, they promised to correct my internet from wrong migration. So the system was eating the adjustments but instead they change my internet amiss again from daily capping to monthly capping under the advice of Ms. Ma. Cecilia Abad, Data Privacy officer then and a member of the Board of Directors of PLDT Inc. Tel.
While the amount is still in their system, they promised to correct my internet from wrong migration. So the system was eating the adjustments but instead they change my internet amiss again from daily capping to monthly capping under the advice of Ms. Ma. Cecilia Abad, Data Privacy officer then and a member of the Board of Directors of PLDT Inc. Tel.
While I await, while I followed up, while they tried to bypass another or second FYA dated February 7, 2018, supported by but not limited to service report number, SR# 995 946 135, yet their system did not stop eating my rebates neither did they adjust automatically further refunds for unused unlimited volume internet connection while I suffer the monthly capped package I did not request.
Secondly, how can you not grant an approved FYA discussed, deliberated, approved, signed, and cascaded to departments for compliance? It started from me as a complaint, filed at the Hotline and PLDT SSC Imus Branch until it reached the Marketing Department and resolution gone back to the departments in the email loop, including the PLDT SSC Imus Branch as FYI?
Please refer to the service report numbers from November 2017 to present. I can help them by providing one
Email trail of FYA signed and approved by Marketing Brand Manager Irwin De Guzman via email cascaded by Products Specialist Leonardo Lee dated February 7, 2018 at 4:08 PM Compiled by PLDT Ultera Hotline 171 Operations Manager Mr. Glenn Deciar last (March 6, 2018?)
OIC Ann Albiad
SR# 995 946 135 March 24, 2018 5:23 AM OIC Ann Albiad
This is a Sup call
Modify account unlimited volume
Vent frustration
Backtrack all the emails to discuss previous concerns
LWC after an hour of conversation. Dialed three times but no answer.
SR# 969 272 770 Jan 13, 2018 10:50 AM Ann Catigtig
Subs wants to talk to Mgr Glenn Deciar recurring issue
Sabi ni client hindi na sumasagot ang customer care re his dispute
(She didn't mention that she was able to contact Mr Glenn who contacted Ms Althea Sablan
SR# 969 303 904 Vemerlyn Roche 11:50 AM
Nov 2, 2017 10:41 PM Customer Care / Julieta Malvar Customer
Nov 9, 2017 6:47 PM Reylinda Gelus / Jona Arcenas / Billing Liane Mayette / Sagip Team Raphael Bationg
He is an existing Canopy. As CAs to which we in our capacity cannot do anything
1. Process MSF refund from March 2015 to Present
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 properly to the said advertisement on your website your https://pldthome.com/ultera/support UPGRADE FOR EXISTING CANOPY or WIMAX SUBSCRIBERS
I 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!
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.
He's expecting a call out from our superiors.
Nov 9, 2017 11:19 PM Jona
Complaining internet connection since 2014 several follow ups canopy and wimax
Process MSF refund March 2015 Sept 2017
Canopy Wimax with unlimited Migrated to Ultera with volume cap
I'm looking forward for your immediate resolution
Nov 10, 2017 7:52 AM Kathleen Mae Abrio Billing / Jona
Dear Ma'am Jona on the previous adjustments
On the other hand we can no longer adjust remaining request
Nov 10, 2017 9:37 AM Gemma Lakbayan Billing
SR# 932 526 651
Done creating process Approved
Nov 28, 2017 7:25 PM Randy Enerdecido / Jona / Geluz
Ma'am, Mr Elman visited our office demand
Refund March 2015 to present
Requesting his ultera Plan 999 with Unlimited data
Conference call
Apology Letter for notice of Disconnection
Dec 6, 2017 Sagip Carlo Bher Aguilar to Jona
Seeking for your recommendation plan option to unlimited this is possible?
Requesting the disconnection of his current Ultera Service and installation of Ultera Plan 999 w unlimited data
if this is possible may we know the process?
Dec 7, 8, 9, 10 Carlo Aguilar SAGIP Jona
Dec 10, 2017 10:54 AM Jona to Jonas Candido Customer Care
Hi Jonas
We can only offer Ultera with unlimited data via existing canopy wimax customers.
If customer is insistent Pls refer to FYA Marketing Dept.
Dec 14, 19 Carlo Aguilar
A gentle follow up
Dec 19, 2017 11:59 PM Jona forward to Ms. Carol
Marketing filing of FYA Leonardo
FY approval please, to revert plan to unli from canopy / wimax
Best regards
Dec 20, 2017 3:11 PM 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?
Dec 20 3:21 PM Jona Carlo Aguilar
Please check if feasible for DSL or Fiber
Dec 21 3:30 Carlo Jona
Please see details before for clients demand before offering DSL or Fiber
" 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 Mr. Randy Mktg
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 9:54 AM Sagip Carlo Jona Products Specialist Lee
Jan 31 11:22 AM Reylinda Geluz
Follow up FYA
Feb 19, 2018 5:04 AM Glenn Deciar
Refund from 2015 to present
Migration to DSL he doesn't want to talk about DSL but he wants it reverted back his package to Unli package. I told him that his account is already unlimited but will just throttle if alloted data will be consumed. He wanted it to be like what he had before with his WiMAX unlimited data.
Feb 22, 2:24 PM Deciar
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 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.
Feb 22 4:41 PM Deciar
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.(?)
March 1, 2018 Forwarded to Jane Morales(?)
under Dipad SR# 949130047 Alexandra Gana Dec 16, 2017 11:22 PM Technical Support Level 2 Supervisor
Dec 20, 2017 3:40 PM Alexandra Gana Homebro Supervisors
No internet No sim card detected promise Ms Sablan account upgrade
Ms. Marte Scheduler Manager
March 24, 2018 5:24 AM Ann Albiad
SR 995946135
SAM presented a piece of folded bond paper where they wrote ten (10) amounts that has no description claiming it’s a sum worth Php10,880.00+ they had rebated, but those are from my payments. They were taken aback as my payments were supported with billing statements and payments printed at the back or second page, and payment for the next cut of printed by payment centers in front. What kind of department is a Special Accounts Management when they cannot find my billing statements and have a proper account reconciliation vis a vis the CSP Accounts Reconciliation Menu? They missed the fact that my payments were just left or revolved in my account as advance payments while awaiting their compliance to their promise, approved and signed! It turned out that if they do not make good on their promise, they will just advise “NOT GRANTED” after more than five (5) years.
In good faith, despite of their negligence, I paid my bills. They just revolved it in my account with a promise of correcting the wrong migration of Ultera from daily capping to unlimited volume; this is also approved and signed in a FYA document by Mr. Irwin de Guzman together with several demands approved, including full refund.
Their adjustments came from my payments despite of their lack of services brought by their base station BTS for decongestion; expansion program; labor disputes; wrong evaluation of my complaints; refusal to process disputes; refusal to provide billing statements; refusal to provide journal of call or transactions, thus refusal to provide service report numbers and follow service level agreements; breach of data privacy, by profiling my WiMax and their force migration to a wrong Ultera package without my authorization as it was a forced migration. I will attach previous email trails they sent to me, and our conversation.
We were exhausting the breach of Data Privacy I raised against PLDT-Smart, but SAM raised a caucus that National Privacy Commission (NPC) should be handling it. Yet it was the opportune time to exhaust discussion where they failed because their Hotlines and PLDT SSCs and Smart Retailer Stores would not entertain my disputes but rather send me away to NTC.
Republic Act No. 10173 (Data Privacy act of 2012) No Consent and unauthorized,
CHAPTER 1 Section 29 Unauthorized Access or Intentional Breach. - ...penalty... shall be imposed on persons who knowungly and unlawfully, or violating data confidentiality and security data systems, breaks in any way into any system where personal and sensitive personal information is stored.
CHAPTER 1 Section 32 Unauthorized Disclosure. - (a) "...discloses to a third party...without the consent of the data subject...
CHAPTER 1 (d) Direct Marketing
CHAPTER 1 Section 14 Subcontract of Personal Information "...prevent its use for unauthorized purposes..."
CHAPTER 7 (b) "...accountable to the Compliance with this Act. Identity designated shall be made known to any data subject upon request."
Thirdly, below are additional service report numbers generated, but what more important are the recorded conversations to account the exact disputes and reply of the PLDT Ultera Hotline 171, PLDT SSC Imus branch, PLDT-Smart Converge Retail Store Makati Tower, and their other departments concerned.
SR 1112411486 Jan 21, 2019 12:21 AM Sup Miraflor?
Spoke with client that he received an email from NTC. Reported to Brian Toledo thru SMS text message.
Feb 7, 2019
(My last call before May 14, 2019 was Jan 21, 2019)
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 1138596208 April 10, 2019 Modified Backend Process
Permanent Disconnection Account Prewoff
SR 1149607132 May 15, 2019 4:20 PM Reylinda Geluz
SR 1149677354 May 15, 2019 8:03 PM CSR Sheena, Sup May Castro, Mgr Annabelle Ordona
7:39 PM
SR 1149726740 May 15, 2019 10:15 PM Tara
Data Privacy
Visit in PLDT Imus SSC
SR 1149918956 May 16, 2019 2:46 PM Janel Andrea
Callout Busy
PLDT SSC Imus Branch Team Head Mr. VAL Fule
May 20, 2019 11:15 AM Mr. VAL Fule Missed call subs 0999xxxxx11
May 20, 2019 11:16:55 AM Mr. VAL Fule SMS Texted subs 0999xxxxx11
Good Morning Mr. Elman! Val Fule of PLDT here
May 20, 2019 11:15 AM Mr. VAL Fule SMS Texted subs 0999xxxxx11
Will call u again sir. Nakavideocon lang po
May 20, 2019 12:27 PM Ms. Althea Sablan subs call out 0998xxxxx81
Recorded conversation. She said she's assigned at PLDT Main office.
Conference/appointment she has meetings offsite
Confirmed our call last Feb 26, 2018
Confirmed the promise she made last Nov 9, 2017 and our call last Feb 26, 2018
and these are noted/accessible.
She will refer me to"Bro".
Line got cut
May 20, 2019 12:53 PM Ms. Althea Sablan subs SMS texted 0998xxxxx81
"Gud am Ms. Sablan. Line got cut"
May 20, 2019 12:56 PM Mr. VAL Fule called subs 0999xxxxx11
Advised that his Customer Care NTC Dept refused to stop Collections and provide me a certification of zero balance as they closed an ongoing complaint with NTC
LDT SSC Calamba 0495454000
May 20, 2019 4:25 PM Mr. VAL Fule called subs 0999xxxxxx11
Advised that his Customer Care NTC Dept Head refused to provide name
Refused to have Ms. Anna Fernando (Makati) call subs
Condescending putting words in my mouth when asked why they impress NTC as their PLDT Dept!
Promised to loop my email at 2:25 PM with his advice today.
May 21, 2019
Smart PLDT Converge retail store Makati
Tower.
May 21, 2019 12:35 Visited Smart Tower PLDT Smart Converge store CSRs Merson Renz
Branch Manger Daisy Patag received complaint and email copies for action
promised call out 4-8PM May 22, 2019
To advice WiMax certification
investigate the delay that lead to Collections harassment
Negligence of those who accessed and handled my account subscription
violation of my data privacy
SR# 996 482 936
Box Red: Dashboard Alert (IE)
- eligible for wired migration (for facility checking) March 17, 2018 Alert Code
- ultera BTS base station for decongestion refer to advisory for special handling March 3, 2017
Full refund and unlimited volume ultera internet up to 2 mbps
Letter of apology for the treatment and handling and inconveniences when sought their assistance
SR 1151559927 May 21, 2019 7:09 PM Daisy Patag Customer Care and Sales Support PLDT Smart Converge Retail Store Makati Smart
As per sub this was escalated to PLDT Imus SM Smart Bacoor and Hotline long time ago, several times already but remains unresolved
Discussed to him adjustments made to his account but he is insistent that he has not requested to migrate his WiMax account to Ultera which has an account limit. (Insistent? With docs proof shown to her some she refused to sign receipt!)
The company should be adjusting (at least) half of his monthly bill previously because he can only use half of the agreed cap limit (up 30% max of 3Mbps if there's internet per Hotline Ultera Mgr Glenn Deciar? There is no agrred data cap limit!)
And was not able to enjoy the agreed speed (2 Mbps per pldthome website advertisement only this year taken down, & 2 FYAs signed and approved)
Attributes: Service related concern
Action Taken: has been discussing almost 5 hours as he don't want to leave the store (Awaiting she furnish Smart WiMax Certification she refused at the moment while I justify by narrating the prolonged ordeal they put me through; and receipt of the print outs of email PLDT Special Handling sent me indicating their proposals or promises!)
He said his sentiments and He wanted me to receive all the documents presented but I received only the emails sent to NTC. (She didn't understand all docs I presented were included in NTC?)
Please see attached some of the documents presented to me an email trail from our Smart SM Bacoor partners. Elman contact number 0918_____88 (She failed to indicate her promise to call me from 4-8PM today May 22, 2019. She neither called, no text nor service report number if she failed nor she tried, nor if she'll try again!)
SR 1151561135 May 21, 2019 7:11 PM Daisy Patag Customer Care and Sales Support PLDT Smart Converge Retail Store Makati Smart
NRF
SR 1152008341 May 23, 2019 3:17 AM Maricar
ERROR - attributes cofirmed down technical team
Php 999 May 10 2015 Php -2173.33 Due Date May 3, 2019
999.00 MSF 297.32 OB from prev Service -776.88 One time MSF credit
Php 2202.74 April 10 2015 Php -2173.33 Due Date May 3, 2019
-28.76? Rebate 999.00 MSF 239.32 Outstanding 891.96 Pretermination Fee
Php 999 March 2015 Php -999.00
Lunch Jexter
SR 1152015535 May 23,2019 4:39 AM 5:23 AM OIC Jexter Thursday
and to smart and PLDT main branch offices for the preparation of my email print-outs
conference call to all who accessed my account
Challenge Ms Patag to communicate to customer care online team to be furnished my email dated May 20, 2019 2:25 PM to prove of their working system and process that benefit the subscribers.
Call me if she wants after failing her promise to call me yesterday SR 1151559927 While some of her notation are not entirely true!
SR numbers from May 14 to May 17 including CSR Tana's (but they said that CSP System is down from 10:00 PM to 4:30 AM ongoing)
SR May 23, 2019 5:33 AM Jel and Joan dropped call after Sharepoint spiel to await Mgr Brian Toledo's call
SR May 23, 2019 5:33 AM Kyle, Sup May, Mgr Belle Ordaña
SR May 23, 2019 5:33 AM Jay, Sup May ondeck Clarisse, Mgr Belle
Deliberate misdirection, misinformation and disinformation
SR Jena, Sup Anissa
SR Von, Sup May Castro
SR RR, Sup Edward, Mgr Anabelle D
TL Maycell? Can only retrieve SOA soft copy latest one yeiar
May 24, 2019 Friday NTC CWPD
NTC CWPD CSR VENER Santos
NTC CWPD CSR Bryan Lina promised to call on Monday, May 27, 2019 for CWPD Mediation details
Printed and received my email complaint
May 27, 2019
May 27, 2019 2:30 AM CSR Renald CSP down, TL can retrieve any SOA soft copy once up
Sup Irene Never experienced permanent disconnected subscription of subs demands them to email branch to verify why they should not handle the promised rrebate from special handling. She refused to notify the branch of this complaint and insist I visit one myself despite she has knowledge of their negligence and limitations when they handled my account while its status was normal.
May 27, 2019 Monday NTC CWPD
May 27, 2019 8:36 AM SMS Text NTC CWPD Bryan Lina Smart 0918xxxxx06
Texted that I call him at Smart 0918xxxxxx06 Globe 0927xxxxx96
May 27, 2019 10:46 AM Missed SMS Text NTC CWPD Bryan Lina Smart 0918xxxxx06
Texted that he'll call me
May 27, 2019 10:47 AM Missed Call NTC CWPD Bryan Lina Smart 0918xxxxx06
Texted that he'll call me
May 27, 2019 11:36 AM SMS Texted NTC CWPD Bryan Lina Smart 0918xxxxxx06
"OK Mr Lina. Pls call me now. Tnx! Mr Elman..."
May 27, 2019 11:36 AM SMS Texted NTC CWPD Bryan Lina Smart 0918xxxxxx06 (Mr. Jonjon Ebale personal CP)
"OK Mr Lina. Pls call me now. Tnx! Mr Elman..."
May 27, 2019 11:36 AM SMS Call NTC CWPD Mr. Victor Gusto Vic via Mr Lina Mediation Appointment
June 4, 2019 Tuesday 11AM NTC look for him.
May 27, 2019 Call Out Ms. Althea Sablan
May 27, 2019 1:04 PM Ms. Althea Sablan subs call out 0998xxxxxx81
Recorded conversation. She said she's assigned at diff department.
Confirmed our call last Feb 26, 2018; May 20, 3019; May 27,2019
Confirmed the promise she made last Nov 9, 2017 and our call last Feb 26, 2018 and these are noted/accessible.
She promised to endorse to Ms Anabelle Ordona and have me contacted via callout. If similar approach is taken by them, I could proceed to Customer Care or SSD?
SR 1153348911 May 27, 2019 CSR Jade (Male), Sup Clarisse, Mgr. Anabelle Ordona
Advised the following:
May 20, 2019 12:27 PM Ms. Althea Sablan subs call out 0998xxxxxx81
Recorded conversation. She said she's assigned at PLDT Main office.
Conference/appointment she has meetings offsite
Confirmed our call last Feb 26, 2018
Confirmed the promise she made last Nov 9, 2017 and our call last Feb 26, 2018
and these are noted/accessible.
She will refer me to"Bro".
Line got cut
May 20, 2019 12:53 PM Ms. Althea Sablan subs SMS texted 0998xxxxxx81
"Gud am Ms. Sablan. Line got cut"
May 27, 2019 1:04 PM Ms. Althea Sablan subs call out 0998xxxxxx81
Recorded conversation. She said she's assigned at diff department.
Confirmed our call last Feb 26, 2018; May 20, 3019; May 27,2019
Confirmed the promise she made last Nov 9, 2017 and our call last Feb 26, 2018 and these are noted/accessible.
She promised to endorse to Ms Anabelle Ordona and have me contacted via callout. If similar approach is taken by them, I could proceed to Customer Care or SSD?
SR 1153444948 May 20, 2019 6:50 PM CSR KC, Sup Rosalie, Anabelle Ordona
Michael line got abruptly transferred to KC
Related to her that he confirmed Php 300.00 charges on invoices possibly from 6 mos installment of Php 2700 of
Ultera Activation Php 1500 and device fee Php 1200. Email dated March 16, 2015 from CS Jene Lyn Sze said it will be waived when I complained referring to upgrade from pldthome.com/ultera/support
As well no call out despite of Ms. Althea Sablan's instruction to the manager of Ms. Anabelle Ordona. If similar approach is taken by them, I could proceed to Customer Care or SSD?
SR 1153454832 May 20, 2019 7:11 PM CSR KC, Sup Rosalie, Anabelle Ordona
March 14, 2015
SR# 613 943 495 Code No C100166 Dinco 10:38 AM
Part of Ultera Migration Call-out Batch 6
Force Migration SRN# 401 018 4491
Contact No 0918 xxxxx88 BOD
Call out March 9, 2015 with existing Plan WiMAX?
Homebro Ultera Plan 999
March 5, 2015
SR# 612 064 186 12:46 PM Ma Theresa Ano Online Services
Received Email Dated March 4, 2015 11:47 AM from Curo: Ma Kathrina Billieno HomeBro Dispute Mgmt/Intermittent Connection A/C# 634010184491
Account Status Active; Account Type WiMAX Green pocket Brand OX230
Look for: Mr. Elman Contact 0927xxxxxx57 / 0918xxxxxx88 Escalated endorsement
Please provide feedback to client
Replied to elman@yahoo.com
March 12, 2015
SR# 613 400 712 11:45 AM Jon CSR Glenn Trinidad
No connection since yesterday March 11 no internet connection
Troubleshooting check device (Protocol)
Still no internet connection; Deployment Technician
Follow up/Update March 13, 2015 5:44 PM Ruwarfin (Second Level)
Cancelled SO as per ____ Connection di na paaayos
We check subs has already connection
System Volume RSSI: 35 ID SINR: 29 dB (10dB; 30dB) Mbps Sir PJ
March 14, 2015 (Ultera) Force Migration to Ultera
SR# 613 943 495 Code No C100166 Dinco 10:38 AM
Part of Ultera Migration Call-out Batch 6
Force Migration SRN# 401 018 4491
Contact No 0918 xxxxxx8 BOD
Call out March 9, 2015 with existing Plan WiMAX
Homebro Ultera Plan 999
March 14, 2015 11:06 AM (Update) Jose David Solomon
Sched date March 15, 2015 Contractor 750Semscotech Corp.
For Ultera Migration
Shift 8:00 AM - 5:00 PM
March 15, 2015 Service & Equipment Menu (Service Activation Date) 1:43PM not (TDLTE999CH current)
March 20, 2015 Close Report
Marvin Divinagracia
Maricris
Ram
Banjo
Dec 7, 2017 9:48 AM Morena Olbara Account Analysis Customer Collection and Account Mgmt.
This is the SOA that subs received I think he is complaining the water marks and dunning note we have pending request with bill mgmt team on the enhancement this concern.
Leomar Provisioning of 2mbps unlimited internet; apology letter
SR 1153456559 May 27, 2019 7:18 PM Michael
SR 1153766707 May 28, 2019 5:20 PM Cris
Line got cut
SR 1153796014 May 28, 2019 7:01 PM Kris Account Memo
Complaint harassing to pay the balance despite NTC and prolonged compliance
Memorandum DOJ
SR 1153915313 May 29, 2019 2:00 AM Ann
Claims CSP service report numbers can't be accessed "NRF" due to:
SR 1138596208 April 10, 2019 Modified Backend Process
Permanent Disconnection or Account Prewoff
SR 1153918588 May 29, 2019 2:45 AM Jade
Claims CSP service report numbers can't be accessed "NRF" due upgrading and the status of the account. So she said no records found "NRF"
SR 1154128208 May 29, 2019 5:38 PM 5:57 PM CSR Michael, Sup Anisa, Mgr Brian Toledo
verified several service report numbers from Feb 7, 2018 to Feb 7, 2019 that show follow ups to PLDT compliance for 2 FYAs signed and approved; FYA processes, records on complaints and result about including Data Privacy breach; how managers and supervisors possible connivance to divert and bypass the said approvals for compliance as proof of email threads; possible underlying NTC and PLDT activities coinciding to their amiss forced internet migrations in the past; etc. CSR confirmed that Base Station is still for decongestion since March 3, 2017, please below in red:
SR# 996 482 936
Box Red: Dashboard Alert (IE)
- eligible for wired migration (for facility checking) March 17, 2018 Alert Code
- ultera BTS base station for decongestion refer to advisory for special handling March 3, 2017
Line got cut
SR 1154139517 May 29, 2019 6:10 PM CSR Fermin
Asked for service report number created for the cut call with CSR Michael above. He gave SR 1154128208 May 29, 2019 5:38 PM CSR Michael
Line got cut again after 2 minutes.
SR 1154598212 May 31, 2019 1:33 AM Misato
Bill breakdown; Educate subs (? Where's the notation for demand that sup Irene to indicate on the remarks the details found on the SOA soft copy from Statement Dates Feb 10, 2015 to July 10, 2015?)
SR May 31, 2019 1:55 AM Jena
She claims no supervisor nor OIC in her call center and she can relay a ffup to sup Ms. Irene via her personal email, or cellphone but she has to end the call!
SR May 31, 2019 2:25 AM CSR Jerial
CSR claimed he inputted my service reference number, name, account number, and cellphone number on the CSP but the response is record not found?
Ms Irene rudely repeatedly referred me to the branch and will not answer my question if my records are not in the CSP anymore, thus I no longer needed to pay. She kept on talking, rudely interrupting me as what they comfortably do more often when I phone in.
SR 1154856942 May 31, 2019 5:24 PM Donna OIC Paul Sup Ian Mgr Ordona
CSR refused to respond or didn't return after relaying my SOA details demands to paul. Earlier advised no supervisor and manager available
SR 1154868350 May 31, 2019 6:16 PM CSR Merwin OIC Anthony, Sup Anisa Villanueva, Mgr Brian Toledo
Complaint CSRs Jena and Jerial, and supervisor Irene Cinco for failing to generate report numbers for my phone in inquiry and demands. The call was rudely handled.
OIC Anthony shall assist me.
_________
SMART Hotline *888 Smart PLDT Converge retail store Makati Tower.
SR 1151557071 May 21, 2019 5:04 PM Daisy Patag Customer Care and Sales Support PLDT Smart Converge Retail Store Makati Smart
Submitted letter already to NTC along time ago several times but remained unresolved. (She forgot to mention this is for future Mediation if she added insult to injury by dismissing my complaint as did her counterparts. And similarly, she never indicated the dates, names, job positions, etc. involved in this complaint)
SR 1151557571 May 21, 2019 7:04 PM Daisy Patag Customer Care and Sales Support PLDT Smart Converge Retail Store Makati Smart
As per sub this was escalated to PLDT Imus SM Smart Bacoor and Hotline long time but remained unresolved
SR 1151558441 May 21, 2019 7:06 PM Daisy Patag Customer Care and Sales Support PLDT Smart Converge Retail Store Makati Smart
NRF
SR 1151804742 May 22, 2019 1:49 PM Michelle CSR /
Subs advised of his visit May 21, 2019 12:35 Visited Smart Tower PLDT Smart Converge Retail Store Makati CSRs Merson Renz
Branch Manager Daisy Patag received complaint and email copies for follow up proper endorsement and action
Generate a report number for the said meeting yesterday opposite Ms Espiritu failed.
Ms. Patag promised a call out 4-8PM May 22, 2019 for update.
*Verified and Confirmed Data Privacy status is Universal Consent Declined. Dashboard Alert Data Privacy states subs declined to provide consent for promos and loyalty, profiling, third party usage, credit scoring and advertisment. October 14, 2017
SR# 996 482 936
Box Red: Dashboard Alert (IE)
- eligible for wired migration (for facility checking) March 17, 2018 Alert Code
- ultera BTS base station for decongestion refer to advisory for special handling March 3, 2017
Bell ZY
SR 1151820096 May 22, 2019 2:34 PM CDR Zy /
same above corrected Data Privacy current status
Verified and Confirmed Data Privacy status ststus is Universal Consent Declined.
Dashboard Alert Data Privacy states subs declined to provide consent for promos and loyalty, profiling, third party usage, credit scoring and advertisment. October 14, 2017
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.
SR 1151833787 May 22, 2019 3:15 PM Jay Tech Buddy/ TL Katheleen
In connection to SR 1151820096 May 22, 2019 2:34 PM CDR Zy /
Items for follow up and investigation
1. To advice WiMax certification to be furnished subs, etc. & load reversal unlimited 20
2. investigate the delay that lead to Collections harassment
3. Negligence of those who accessed and handled my account subscription
4. Possible violation of my data privacy refer to Smart SR# 923 645 122 and Dashboard Alert on Data Privacy (DP) visavis Ultera
5. Compliance for Full refund and activation of unlimited volume ultera internet up to 2 mbps
6. Letter of apology for the treatment and handling and inconveniences when sought their assistance
7. To honor rebate of 2 MSF upon termination
8. Ms Patag to be furnished my latest email complaint dated May 20 2019 2:25PM by customer care online team to prove my emails are cascaded on a timely manner and endorsed properly.
Awaiting Ms. Patag's promised call out.
SR 1151957466 May 22, 2019 9:15 PM Jeff Tech Buddy/ TL Kathleen Reyes
Subs reported no calls or text received today as of 8:59 PM as promised by Ms. Daisy Patag previous report!
Please reply as receipt/acknowledgment through Attys. Molina, Mr. Gusto, and Mr. Pamplona. Please use this trail for your future replies.
My cellphone number is 0918-xxxxxx88, should you need further documents and or clarifications about my demands to PLDT-Smart, please reach me anytime at your convenience because PLDT has been showing a routine - their bosses start to take vacations alternately and playing hide and seek last year! It is more than a year that PLDT-Smart has been disregarding approvals (signed and approved FYA) and disputes starting Nov 2, 2017; they are doing it again for the second FYA last Feb 2, 2018. You might confuse some accounted date or year.
***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 and WiMAX)
_____
(CWPD claimed they have not received my prior emails between January 2019 to present, so they just had me open my email on their computer and save the said updated email trail to an USB, and have them printed by Mr. Bartoleme for Administrative Case after the "full blown" failed mediation with PLDT-Smart Special Accounts Management (SAM) representatives)
_____
On Monday, May 27, 2019, 12:17:50 PM GMT+8, consumer@ntc.gov.ph wrote:
To All Concerned Parties:
This office has scheduled a meeting conference on 4 June 2019 11:00 AM at CWPD, G/F NTC Bldg., BIR Road, East Triangle, Quezon City to discuss the concerns of Mr. Elman ..
Concerned parties are enjoined to attend and shed light on the matter.
For compliance.
For: Atty. Ma. Xandralyn M. Molina
OIC, CWPD
Kind Regards,
Victor A. Gusto
Administrative Assistant I
CWPD - NTC
From: "aa01" SAM@pldt.com.ph
To: consumer@ntc.gov.ph
Sent: Wednesday, January 2, 2019 3:46:59 PM
Subject: RE: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
To: consumer@ntc.gov.ph
Sent: Wednesday, January 2, 2019 3:46:59 PM
Subject: RE: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
Dear Mr. Gusto,
This is with regards to HomeBro/Ultera account of Mr. Elman.
Please be advised that necessary Ultera non service rebates have been processed. (? Please read next blog what PLDT-Smart (SAM) representatives read at the NTC CWPD mediation from a piece of folded bond paper with questionable subscriber data or information)
The FYA he mentioned will not be granted (March 2015 to present, refund of all his payments) since he is using/used our service during the said dates. (? Please read next blog what PLDT-Smart (SAM) representatives read at the NTC CWPD mediation from a piece of folded bond paper with questionable subscriber data or information)
Thank you.
Respectfully,
MARIZ
Special Accounts Management
From: consumer@ntc.gov.ph
Sent: Wednesday, 19 December 2018 9:41 AM
To: SAM@pldt.com.ph
Subject: Fwd: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
Sent: Wednesday, 19 December 2018 9:41 AM
To: SAM@pldt.com.ph
Subject: Fwd: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
Good am,
For your immediate action please.
God Bless and have a nice day.
Kind Regards,
Victor A. Gusto
Administrative Assistant I
CWPD - NTC
From: "Elman " < elman@yahoo.com>
To: commissioner@ntc.gov.ph
Cc: depcom1@ntc.gov.ph, depcom2@ntc.gov.ph, "ntcncr" <ntcncr@ntc.gov.ph>, consumer@ntc.gov.ph
Sent: Monday, December 10, 2018 3:47:55 PM
Subject: Fw: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
To: commissioner@ntc.gov.ph
Cc: depcom1@ntc.gov.ph, depcom2@ntc.gov.ph, "ntcncr" <ntcncr@ntc.gov.ph>, consumer@ntc.gov.ph
Sent: Monday, December 10, 2018 3:47:55 PM
Subject: Fw: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
TO Hon. GAMALIEL A. CORDOBA
Commissioner
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!
Thank you for your receipt/acknowledgments through Attys. Molina, Mr. Gusto, and Mr. Pamplona. Please use this trail for your future replies.
My cellphone number is 0918-xxxxx88, should you need further documents and or clarifications about my demands to PLDT-Smart, please reach me anytime at your convenience because PLDT has been showing a routine - their bosses start to take vacations alternately and playing hide and seek last year! It is more than a year that PLDT-Smart has been disregarding approvals (signed and approved FYA) and disputes starting Nov 2, 2017; they are doing it again for the second FYA last Feb 2, 2018. You might confuse some accounted date or year.
***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.: 0918xxxxxx88
Ultera 998xxxxx888 (Migrated from Canopy and WiMAX)
----- Forwarded message -----
From: "consumer@ntc.gov.ph" <consumer@ntc.gov.ph>
To: "Elman " < elman@yahoo.com>
Cc:
Sent: Mon, 10 Dec 2018 at 1:24 pm
Subject: Re: Mr. Elman / Home Bro 0729018546 (HOME05:809138) [ ref:_00D7FzntY._5007FCOyqV:ref ]
Good pm,
Thank you for your email. With regard to your concerns, rest assured that we will act on your complaint accordingly and inform the parties concerned for the immediate resolution of the aforementioned subject matter.
For your guidance and information.
God Bless and have a nice day.
For: Atty. Ma. Xandralyn M. Molina
OIC, CWPD
Kind Regards,
Victor A. Gusto
Administrative Assistant I
CWPD - NTC
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