Dear PLDT – Request for Investigation for Unacceptable Service

Updated June 11, 2019

Dear PLDT,
I am returning all your devices and I request a FULL REFUND and COMPENSATION for the stress and grievances your incompetent services have given me for 10 months.

As courtesy, I have not posted this for public help as I wanted to give PLDT the chance to resolve this quietly. But my patience is running out.

TIMELINE OF INCIDENTS

SEPTEMBER
12 – visited the PLDT Service Center SM North Annex for application. Advised to apply online due to long lines.
13 SUBMITTED APPLICATION ONLINE
14-18 – application status: Address Creation
19 – visited PLDT Service Center again. Manually updated my address as advised by agent.
22-29 – application status: Address Creation
30 – PLDT asked to recheck my address. I verified my address again with agent.

OCTOBER
4 – PLDT informed me of address mismatch again.
5 – sent all necessary documents (old PLDT bill, visual map, google earth map) to confirm and verify my address.
LEFT THE CITY DUE TO NO WIFI

NOVEMBER
6-16 – series of follow-up with PLDT. Received not-so-helpful replies from agents
17 shocked to be informed that my account was “CANCELLED DUE TO AGING”
18 – sent confirmation to reprocess application.
27 – my account was still “cancelled due to aging”
29 – finally received a service Order
30 – received call for installation. Had to send people to my condo unit to receive team.

DECEMBER
2  FINALLY CONNECTED!
7 arrived in condo to NO WIFI
7-10 WIFI NOT WORKING, WRONG MODEM & WRONG BILLING
23 – sent letter of request to verify account as advised by agent.
LEFT THE CITY DUE TO NO WIFI

JANUARY
7 arrived in condo to NO WIFI
7-9 NO WIFI AGAIN
12-29 NO WIFI AGAIN AND AGAIN
13-29 – series of calls to customer service
25-30 – I discussed billing adjustment with customer service

FEBRUARY
1-12 – I appealed to PLDT to adjust bill. Due to technicality PLDT cannot correctly adjust my bill
13WIFI DISCONNECTED

MARCH, APRIL, MAY – OUT OF THE COUNTRY. NO WIFI

MAY
3 – I emailed PLDT with my formal complaint. Same agents replied asking for information I already provided
3 – I emailed NTC asking for help
9NTC emailed PLDT to fix the problem
14PLDT asked me to pay 3,481 PHP as resolution
15 – with no questions asked, I paid the amount as requested
22PLDT arrived in my condo to install only VOICE (LANDLINE) because my plan has no WIFI (DSL) included
23-31 – emailed PLDT for WIFI connection

JUNE
1arrived in condo to NO WIFI
2-3 – followed up with PLDT
4 – PLDT informed me they mistakenly DELETED the WIFI from my plan
5-8 – coordinated with PLDT customer service to reconnect WIFI. Agents promised me it will be done on the day. STILL NO WIFI
7received a bill for 2819.76 PHP
7-11STILL NO WIFI. Appealed to NTC for help.
11Returned all devices to PLDT Service Center SM North Annex and request cancellation and reimbursement

MY ACCOUNT INFORMATION

Name: Violet Elrays
Account Number: 0270903754
Telephone Number: 02-2511882
Plan applied for: FIBR UNLI PLAN 1299
Date of application: 13 September 2018
Actual installation date: 2 December 2018

SUMMARY OF GRIEVANCES

The way your agents handled my account from application until now has been awful and unprofessional, causing me immense stress, unnecessary travels and lost of income.

  1. Horrible application process
    1. It took 81 days
    2. Address creation mishap was caused by your staff. REALLY FRUSTRATING.
    3. Midway, application was cancelled “due to aging” despite constant communication for updates. VERY ILLOGICAL!
  2. Wrong plan, wrong modem and wrong bill
    1. We applied for a fiber connection, we were installed with DSL
    2. Despite constant queries, no heads-up or prior information was given about non-availability of fiber and the change to DSL. SO UNPROFESSIONAL.
    3. I applied for a full cash payment of installation fee and was billed with a monthly fee. I needed the correct bill to be able to pay for this installation.
  3. Internet disconnected all the time
    1. From installation until now, NO INTERNET.
    2. In 7 months, total availability of internet was less than a week. And yet speed was very slow and browsers timed-out when loading. USELESS.
    3. My work is online-related (website content, booking and marketing) so many times I was forced to travel out or cancel projects due to internet problems.
  4. Frustrating re-connection process and bill adjustment system
    1. Even if mistakes were done by your side, agents had to let me go through the basic troubleshooting (over and over) and made me suffer through the 72-hour wait before they resolved my problem. WHY?!!
    2. Even if it was clearly the company’s fault (like closing unresolved tickets), the system did not allow me the correct bill adjustments for the precise days that I had no internet. It took horrible hours on the phone explaining and discussing this with your agents.
  5. Insincere approach to resolve issues
    1. After NTC gave PLDT notice about this case, you instantly came up with an amount as resolution, which I paid without question. 2 weeks later, you sent me another bill to pay – it was the waived amount for the settlement! WHY?!!
    2. After I paid my bill, you disconnected my account, reconnected my landline (which I had no problem with) and deleted WIFI from my plan. WHY?!!
    3. You have committed so many mistakes for this account.
  6. Unprofessional agents and incapable systems
    1. I have spent more hours talking to clueless agents, being passed from one person to the other, than actually using my internet connection.
    2. Agents keep promising that my wifi will be connected on the day, also promised to call me back, BUT STILL NO INTERNET and NO CALL BACKS.
    3. Some agents try their best but perhaps the system is just not efficient, resulting to so many inconveniences.

MY PLDT BACKGROUND

As long as I can remember, we have been loyal customers of PLDT and have paid our bills regularly.

  1. I have another active PLDT account under my name VIOLET ELRAYS, located in my hometown, Nueva Vizcaya with account number: 251937680
  2. We had a PLDT account under my brother’s name from year 2014 to 2016, located in Quezon City, Edsa Grand Residences, with account number 023238492. This location is the same unit and building as my current problematic account. Why did it take forever to match my address?

DETAILS OF TIMELINE

SEPTEMBER

My mother was diagnosed with end-stage kidney disease, we decided to apply for an internet connection to help in the global fund-raising from friends and relatives from abroad. See story from BLOG and FACEBOOK.

12 SEPTEMBER – VISITED PLDT SERVICE CENTER 

I went to the PLDT Sales & Service Center (SM Annex North Edsa) and lined up to apply. Because of the very long queue and slow service, I was advised to apply online instead.

13 SEPTEMBER – SUBMITTED APPLICATION ONLINE

14 to 18 SEPTEMBER – STATUS: ADDRESS CREATION

FROM PLDT:
pldt service complaint

19 SEPTEMBER – VISITED PLDT SERVICE CENTER AGAIN & MANUALLY UPDATED MY ADDRESS

I was told that the connection process would take 2-3 weeks. Just to make sure that everything was in order with my application, I visited the PLDT Sales & Service Center (SM Annex North Edsa).

I arrived at 10am mall opening hours. I was served at around 3pm. As expected, the agent said there was a slight mismatch with my address. She asked me to wait as she manually changed it to match your system. I left the center assured that the problem was fixed.

FROM ME:
pldt service complaintFROM PLDT:

pldt service complaint

22 SEPTEMBER – RECEIVED A CALL FROM PLDT

I was in the hospital, in the middle of the doctor giving an update on my mom’s condition when I received the call. I picked up but the line was too noisy I had to drop it. After the doctor left, I called back immediately, but no one answered. I kept calling to no avail. I sent an email asking for a call back. NO CALL BACK received.

FROM PLDT:pldt service complaint

FROM ME:
pldt service complaint23 to 29 SEPTEMBER – STUCK IN ADDRESS CREATION, PLDT CANNOT PROVIDE TIMEFRAME

FROM ME:
pldt service complaintFROM PLDT:

pldt service complaint

FROM ME:
pldt service complaintFROM PLDT:pldt service complaint

30 SEPTEMBER –  PLDT ASKED TO RE-CHECK MY ADDRESS

I personally went to your center to update and made sure my address was in the system. Also, my condominium is in a prime location along EDSA, full of tenants using PLDT. I was surprised at how hard it was for PLDT to resolve this.

I had no time to get our neighbor’s landline number because I was busy arranging for my mother’s hospital transfer. Instead, I sent all necessary information online.

FROM PLDT:pldt service complaintFROM ME:
pldt service complaint

OCTOBER

4 OCTOBER – PLDT INFORMED ME OF ADDRESS MISMATCH

Again, like a broken record, I was told that I had a problem with my address. Worst part, no resolution was given.

FROM PLDT:pldt service complaint 5 OCTOBER – SENT ALL NECESSARY DOCUMENTS TO CONFIRM MY ADDRESS

I emailed the visual map of my address and also our old PLDT bill to clear up this mismatch.

FROM ME:
pldt service complaint

NOVEMBER

6 OCTOBER to 16 NOVEMBER – SERIES OF FOLLOW-UPS

Click on photos to enlarge and read the many email exchanges and not-so helpful status updates. By November, you can feel my frustration through my emails.

17 NOVEMBER – ACCOUNT WAS CANCELLED DUE TO AGING

After so many emails back and forth, I was shocked to receive a message saying my application was cancelled due to aging.

FROM PLDT: FROM ME:
FROM PLDT: 18 NOVEMBER – SENT CONFIRMATION TO REPROCESS APPLICATION

Even when I was annoyed and frustrated, I immediately requested to reprocess my application.

FROM ME:
27 NOVEMBER – ACCOUNT STILL CANCELLED DUE TO AGING

After 10 days of waiting, I followed up again and discovered my application was still cancelled. I replied asking them to back-read and see my confirmation to reprocess.

FROM ME:

FROM PLDT: FROM ME:
29 NOVEMBER – RECEIVED A SERVICE ORDER NUMBER

FROM PLDT:

30 NOVEMBER – RECEIVED CALL FOR INSTALLATION

Without prior notice, I received a call saying the technical team was ready to connect my wifi at my condominium. I was not in Manila so I had to push the date and scrambled to find someone to go to my place and receive the technicians.

DECEMBER

2  DECEMBER – FINALLY CONNECTED!

I had another person be present during the installation. I quickly planned my trip back to Manila since my internet was already connected.

7 – 10 DECEMBER – WIFI NOT WORKING, WRONG PLAN, WRONG MODEM & WRONG BILLING

  • WIFI WAS NOT WORKING

When I arrived on 7 December the internet was not working. I called the service center who did their technical solution from the backend. When finally connected, the speed was so slow, webpages timed-out when loading. This took almost 4 days to resolve.

Since my work and source of income is online-related, the availability and speed of internet is very important for me. In the end, I had to leave Manila again and travel to another place with a more stable internet connection.

  • MODEM WAS DSL AND NOT FIBER

During the application process, I specifically asked about the modem.

I was under the assumption that my building had fiber service because sometimes I could see my neighbors’ wifi. I later found out that this was not the case. We had no fiber service in our building.

Even if I had the wrong assumption, is it not standard protocol of PLDT to inform clients about the non-availability of fiber connection and the switch to DSL? This is written in your application receipt email.

  • WRONG MODE OF PAYMENT FOR INSTALLATION SERVICE

When I received my phone bill,  I was surprised that the mode of payment for the service connection was in INSTALLMENT when we CLEARLY applied for FULL CASH.

A sponsor was to pay for my connection service, so I needed the accurate receipt and billing to be able to receive the payment. This made my life difficult.

23 DECEMBER – SENT LETTER OF REQUEST TO VERIFY ACCOUNT

After another series of back and forth with telephone agents, I was advised to send a letter of request to verify my account application. As requested, I drafted and sent the letter together with all necessary documents.

JANUARY

7 – 9 JANUARY – NO WIFI AGAIN

When I arrived back in Manila on 7 January, I had no internet service again. Since I spent Christmas break in the province, I had no idea when my internet was disconnected again. I spent hours talking to agents to resolve the issue. It took 3 days.

12 – 29 JANUARY – NO WIFI AGAIN AND AGAIN

On 12 January, while in the middle of an important online project, my internet suddenly got disconnected. The error message showed the “customer payment reminder portal”.

I spent hours talking to agents to prove that my bill was paid. In the end, it was because of a downtime from PLDT. This was a major migration from your end that you knew will take days to be finished. Yet, I received no heads-up, no prior notice at all.

Again, I was forced to travel out and move location because of this. I was told downtime will be completed in 3 days, but when I travelled back, I still had no internet connection. In the end, I had to travel out again.

Below is a record of my calls to customer service:

DATE

REFERENCE

ACTION PLDT RESOLUTION
13 January
Ref no: 28605285
Reported no internet.
Did basic trouble shooting with agent.
Agent revealed that the reason is downtime due to migration from copperwire to fiber.
To wait for migration to finish, it will take more than 3 days.
24 January
Ref no: 28725703
Reported no internet for 12 days.
Did basic troubleshooting, problem unresolved.
To just wait.
I was informed that on 20 January my previous ticket was closed due to migration being finished (even if I still had no internet)
25 January
Ref no: 28732106
Agent: Giselle
Reported still no internet.
Did basic troubleshooting, problem unresolved.
To just wait for line testing from technician
28 January
Agent: Anne
Agent: Ritz (ID 88272)
Reported still no internet.
Did basic troubleshooting, problem unresolved.
To wait for 72 hours
29 January PLDT called to restore internet Resolved in less than 5 minutes. Restoration team just needed to re-allign from their end.
  • Why did you inform me that downtime will take at least 3 days when it took more than a week to finish? I returned earlier expecting wifi only to be stuck for days without one.
  • Why did you close an existing ticket even if it was still unresolved?
  • Why did I have to wait 17 days, without internet, for this to be resolved?

FEBRUARY

25 JANUARY to 12 FEBRUARY – DISCUSSED BILLING WITH CUSTOMER SERVICE

On 9 February, I arrived in Manila again. Because of the constant interruption of my internet service, I spent hours explaining and discussing my situation with billing agents.

DATE
REFERENCE
ACTION PLDT RESOLUTION
25 January
Ref no: 1113878863
Requested bill adjustment for no internet from 7-9 January For bill approval (to show after 1-2 billing cycle)
26 January
Agent: Allen (ID 69994)
Requested billing adjustment for no internet from 12 January up to current date Due to technicality, they cannot adjust my bill correctly because ticket was closed and resolved on the 20th (even if internet was still not available)
12 February
Ref no: 453317318
Agent: Allah (ID 0923)
Requested billing adjustment Had to file for no internet in different batches of dates (Jan 12-20 and Jan 21-24 and another for remaining days until internet will be back)
 Ref no: 22511882 Requested not to cut internet first until I get assurance that my bill adjustment will be done or if not, negotiate a cancellation of service. Advised to visit a PLDT center.

After negotiations, agent asked me to communicate thru email instead.

13 February No internet connection

13 FEBRUARY – INTERNET DISCONNECTED

Not even a day after I requested and talked to your agent to hold my internet connection while I settle my bill adjustment problem, my internet is GONE AGAIN.

MARCH, APRIL, MAY

I was outside the country

3 MAY – I emailed PLDT with my formal complaint. Same agents replied asking for information I already clearly provided.

3 MAY – I emailed NTC asking for help


9 MAY – NTC emailed PLDT to fix the problem

14 MAY – PLDT provided a resolution. I was asked me to pay 3,481 PHP.

15 MAY – with no questions asked, I instantly paid the amount as requested. I pleaded if they can connect my internet as soon as possible. I paid some people to stay in my condo unit incase PLDT shows up for the reconnection.

22 MAY – PLDT technicians arrived in my condo to install only VOICE (LANDLINE) because my plan has no WIFI (DSL) included. This was clearly PLDT’s mistake. WHY DO YOU MAKE SO MANY MISTAKES?

23-31 MAY – followed up internet connection

JUNE

1 JUNE – arrived in condo to NO WIFI

2-8 JUNE – PLDT informed me they MISTAKENLY DELETED the WIFI from my plan and I needed to wait for the reconnection process. Agents promised me it will be done on the day or else they will call me back. NO WIFI & NO CALLBACKS. How do your agents sleep at night?!


7 JUNE – received a bill to pay for 2819.76 PHP. WHY? Was this not the waived amount during the settlement?

7-11 JUNE – STILL NO WIFI. Appealed to NTC for help.

11 JUNE – Returned all devices to PLDT Service Center SM North Annex and request cancellation and reimbursement.

pldt complaint bad service pldt complaint bad service

MY APPEAL (JUNE 2019)

I am sick and tired of all these. Please reimburse the amount I have paid so far:

Dec 29 – 1,634.49 PHP
May 15 – 3,481.01 PHP

Just so you know, there is no amount equal to the stress, the unnecessary travels and lost of income, you have given me for 10 months.

Respectfully,
Violet Lucasi-Elrays
violetelrays@yahoo.com

violetology contact

 

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