National Telecommunications Commission(NTC)

Hi,

I need help of my refund request with Smart Communications. I was asked to pay for ₱15719.00 back in March by the representative from customer service. It was confirmed that the money was sent to them via the account number provided to me. A day after i processed my payment, my online account got cancelled. It was for a plan and a cellphone (IPHONE 13 PROMAX). I called several times and emailed them numerous times but until now i have not received my refund yet. Please help me on this. This money was a hard- earned money. I worked really hard to get this amount and i need it back.

September 13, 2022

Dear Edgar Jr Samson,

Greetings!

Thank you for your request dated Sep 12, 2022 12:35:55 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.

Your request

You asked for REFUND REQUEST WITH SMART COMMUNICATIONS.

Response to your request

This office determined that your request is a frontline service transaction and is not considered as FOI request. However, to extend our services, be informed that NTC has no capability to locate/track the stolen/lost cellphone and also the SIM Card number of the sender of illegal, scam, and threat messages. But we can request it to the Telecommunication Service Providers for blocking.

In view of that, we suggest that if you are a postpaid subscriber you may report the loss cellphone unit immediately to the concerned service provider and also to the following contact details for us to request it to other service providers for blocking: 

Consumer Welfare and Protection Division (CWPD)
National Telecommunications Commission, 
BIR Road East Triangle, Diliman Quezon City. 
Telephone Number:  02-89213251: 02-89267722: 02-89204464
Email address: [email protected]

In addition to that, for a complaint regarding telecommunications, radio/TV broadcast, and cable services and unfair billing statements, after fifteen(15) workings days that you filed your complaint to the concerned company and there is no action taken to your complaint, you may also report it to the above contact details.

For your convenience and further details, you may call first the above telephone numbers, it is available from Monday-Friday 8:00 AM-5:00 PM. You may also visit the website of NTC at www.ntc.gov.ph, for you to know the addresses of the NTC Regional Offices closer to your location where you can file your complaints regarding telecommunications services.

You are also advised not to disclose the IMEI No. of your lost cellphone in this portal but you may submit it directly to the concerned service provider or to NTC Office nearest to your location.

Further, for the NTC, CWPD to accept your request for blocking of lost/stolen cellphone, submit the following requirements:

1. Duly accomplished and notarized AFFIDAVIT OF OWNERSHIP AND LOSS WITH UNDERTAKING        
     [Form No. NTC 1-24]download at www.ntc.gov.ph
     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:

ATTY. 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).

In conclusion, we would also encourage you to copy the link below and open it to your URL or address locator for you to access the Feedback Survey, for us to know how we assisted/served you.

https://forms.gle/X94UR3zqsJjMQvTPA


Thank you.

Respectfully yours,


DIVINA DAQUIOAG
FOI Receiving Officer