National Telecommunications Commission(NTC)

Hi! I would like to file a complaint against PLDT for not having the worst service and neglect on consumer welfare regarding on the bill issue (misapplied payment) reported and filed last March of 2022 with all the documents and proof s. I called so many times to follow up and they kept telling me they will follow-up and update me within 5 business days but no call, text or email for updates. Called and chat so many times for follow-up and no update or resolution for 3 months now and just found out my request was cancelled without any confirmation or details explaining why it got cancelled.

Hi! I would like to file a complaint against PLDT for having the worst service and neglect on consumer welfare regarding on the bill issue (misapplied payment) reported and filed last March of 2022 with all the documents and proof s. I called so many times to follow up and they kept telling me they will follow-up and update me within 5 business days but no call, text or email for updates. Called and chat so many times for follow-up and no update or resolution for 3 months now and just found out my request was cancelled without any confirmation or details explaining why it got cancelled.

June 14, 2022

Dear MS. DIANA LYNN ATIENZA,

Greetings!

Thank you for your request dated Jun 13, 2022 03:50:59 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Response to your request

This office determined that your request is a frontline service transaction and not considered an FOI request. However, to extend our services, please be informed that the NTC has no capability to locate the stolen/lost cellphone and also the Sim Card number of the sender/s of the illegal, scam, and threat messages. 

For the lost/stolen cellphone unit, we suggest that you file a request for the blocking of the stolen/lost cellphone unit. If it is also a complaint regarding telecommunications, radio/TV broadcast, cable services, and after fifteen(15) workings days that there is no action taken by the concerned companies to your complaint, you may file your request/complaint to the following contact details:

You may file your request/complaint at Consumer Welfare and Protection Division (CWPD) at National Telecommunications Commission, BIR Road East Triangle, Diliman Quezon City. Due to the challenges that we are facing now, we advise you to call first the office at 8-9213251 & 8-9267722. It is available from Monday-Friday 8:00 AM-5:00 PM or email at [email protected]. Or you may visit the website of the NTC offices at www.ntc.gov.ph. You may navigate the addresses of the offices closer to your location for you to be guided accordingly.

By calling the above numbers, the frontline services staff will give you further instructions and all the requirements for them to easily facilitate your request/complaint.

For lost/stolen cellphone unit/s, the following are the requirements:

1. Duly accomplished and notarized AFFIDAVIT OF
OWNERSHIP AND LOSS WITH UNDERTAKING [Form No. NTC
1-24]
Note: The Affidavit of Loss must indicate the IMEI of the
mobile phone and/or the SIM to be blocked.

2. Proof of Ownership, ANY of the following:
    2.1 Copy of Official Receipt of the mobile phone
    2.2 Box of the mobile phone with International Mobile Equipment 
           Identity (IMEI)
    
3. Copy of valid Identification
    3.1 Any government-issued ID or Passport
    3.2 For students, school ID
    3.3 For cases when ID is not available, Birth Certificate OR NBI 
          Clearance

Supporting Documents for Representative(s)
1. Authorization letter duly signed by the applicant and valid ID of the authorized representative.

Your right to request a review:

If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to:

GAMALIEL A. CORDOBA
Commissioner
[email protected]
National Telecommunications Commission
BIR Road East Triangle Diliman Quezon City

Your review request should explain why you are dissatisfied with this response and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request.

If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011).

Thank you.

Respectfully yours,


DIVINA DAQUIOAG
FOI Officer