National Telecommunications Commission(NTC)

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Date: March 15, 2023, 3:34 p.m.

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Date: 2023-03-15 16:53:01.000000

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SMART Communication - Data Dispute

Published by National Telecommunications Commission(NTC) on March 15, 2023.
Requested from NTC by J. Doctor at 03:34 PM on March 15, 2023.
Purpose: Billing charges dispute
Date of Coverage: 12/14/2022 - 03/14/2023
Tracking no: #NTC-281854148779

G.CANARIA March 15, 2023, 3:34 p.m.

I have been wrongly charged for excess data usage, which I have not consumed. I have been calling the hotline almost every day to check my data consumption before the cut-off, and my last call was on March 13, 2023, before the cut-off on March 14, which is the same day every month. During my calls, I have always made sure that the agent took notes of my available data usage. On March 13, the agent recorded that I still had more than 5GB of data in my account,which can be verified on the notes on my account. I have concrete evidence that SMART is clearly overcharging me.

D.DAQUIOAG March 15, 2023, 4:53 p.m.

March 15, 2023 Dear Mr. Gian Canaria, Greetings! Thank you for your request dated Mar 15, 2023 03:34:42 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request You asked for SMART Communication - Data Dispute. Response to Request In reference to the above request, may we refer you to file a request to the Office of the Consumer Welfare and Protection Division (CWPD) of the National Telecommunications Commission as the Operating Unit in-charge to all complaints on services provided by Public Telecommunication Entities and other Service Provider regulated by the Commission. May we advise you to follow 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: ATTY. ELLA BLANCA B. LOPEZ Commissioner [email protected] NTC Bldg., 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 Receiving Officer

G.CANARIA March 15, 2023, 5:26 p.m.

Despite reaching out to NTC and including them in the email conversation with SMART, I have yet to receive any response or assistance from them.

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