National Telecommunications Commission(NTC)

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Date: Sept. 3, 2020, 12:05 p.m.

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Date: 2020-09-04 06:26:38.000000

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Date: 2020-09-04 12:45:43.000000

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Filing a formal complaint against Globe Telecom

Published by National Telecommunications Commission(NTC) on Sept. 3, 2020.
Requested from NTC by J. Duncil at 12:05 PM on Sept. 3, 2020.
Purpose: Complaint
Date of Coverage: 01/01/2020 - 09/02/2020
Tracking no: #NTC-871855684646

J.DUNCIL Sept. 3, 2020, 12:05 p.m.

Good day! I would like to request for information on how to file a formal complaint against Globe. I am currently out of the country and reported to them multiple times that I am not receiving calls and sms abroad, basically not able to use their service because of issues they cannot fix on their end. I tried to ask if they can temporarily deactivate my account since I am not using the network but they keep on charging me even though the problem is on their end. And they want me to pay the bill they charged me for the months I wasn't able to use their service. Thank you!

D.DAQUIOAG Sept. 4, 2020, 6:26 a.m.

September 4, 2020 Dear Janeeca, Thank you for your request dated Sep 03, 2020 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Filing a formal complaint against Globe Telecom. We received your request on Sep 03, 2020 and will respond on or before Sep 24, 2020 12:05:21 PM, in accordance with the Executive Order's implementing rules and regulations. Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://www.foi.gov.ph/requests/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy04NzE4NTU2ODQ2NDYM, for request with ticket number #NTC-871855684646. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS Sept. 4, 2020, 12:45 p.m.

September 4, 2020 Dear Janeeca Duncil, Greetings! Thank you for your request dated Sep 03, 2020 12:05:21 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request: You asked for Filing a formal complaint against Globe Telecom. Response to Request In reference to the above request, may we refer you to visit/contact our Consumer Welfare and Protection Division (CWPD) for the Complaint on Services provided by Public Telecommunication Entities and other Service Provider regulated by the Commission. You may send your formal written complaint to the CWPD thru: [email protected] or call at 8-9213251 & 8-9267722. 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, Deputy Commissioner Edgardo Cabarios FOI Decision Maker

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