Letter from a Reader: Repeatedly Ignored

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Dear FP,

I've been using my prepaid number since 1999. I've kept this number because it's easy to memorize. Even if my family and friends have changed their mobile numbers many times, they still know my number by heart. But with the disappointing turn of events lately, I'm starting to have a change of mind.

My dilemma started last week of February. I was in the NAIA Airport last February 25 for my flight to New York. I registered for international roaming and got a confirmation. When I arrived in the US, my phone could not pick up any signal. I've been trying to do manual signal connection for days but to no avail. So I tweeted the customer service to raise my concern and they were able to address my issue and connected me to international roaming.

I came back March 12, 11 PM. Upon arriving in Manila, I deactivated my international roaming. I got a confirmation from that it was deactivated. Then, I immediately registered to avail of the one week free calls and text. The response says they cannot accomodate my request and I have to check this certain plan that is for postpaid account.

March 13. I tried connecting the whole day but still the same response. I called the hotline for support but told me just to try it again and again because the current promo might have high volume of users. I also tweeted the customer service and sent them a DM but got no response.

March 14. I got a reply from the customer after 25 hours. I gave my mobile number and they told me that I will be given feedback within 24 hours. I called the hotline again and they told me that a report was submitted for my concern.

March 15. I tweeted the customer service. My tweets were ignored. I called the hotline and told me that their maximum time for resolution is 2 days.

March 16. I tweeted the customer service but still ignored. I called the hotline and told me that they will escalate my issue to their supervisor to prioritize my issue.

March 17. I tweeted and sent a DM to the customer service but my tweets and DMs were ignored. Called the hotline and still no feedback on my issue from their support team. Promised to escalate the issue.

March 18. Tweet and DM ignored by the customer service. Agent from hotline still promised to prioritize my issue.

It's so frustrating that they have been ignoring my tweets and DM. I just hate that they say they will resolve the issue within 2 days but never even gave me a feedback. The least they could do is to acknowledge or give a few words about the issue. I may be a prepaid user but I have been using this for 13 years already.

Thanks FP.

Yours,
J. Rivera