My complaint against Globe Handyphone

I have been using Globe Handyphone for five years now since 2002. I have been paying Globe my due regularly and on time. In fact, I have been given a Loyalty Reward which entitled me to a rebate of Php 833.00 per month.

My average monthly consumption amounts to Php 1,300. On May 2007, I was surprised to receive a text message from Globe stating that my consumption has already reached Php 3,000. I immediately called up Globe Handyphone Hotline to inquire about this matter. I was told that it was because of WAP usage. I said that it is impossible for my WAP usage to reach Php3000 because I seldom use it. The Globe agent told me to wait for my billing statement for the month because that was the proper time to file a complaint. I have been regularly checking the balance and it was continuously going up (from 3,000 to 4,000 until it reached 6000). Every time I check the balance, I would call up the hotline to complain and to report again and again this matter. I was told again and again that my complaint has been reported and for me to wait for the feedback from the investigation team.

On July 11, 2007, I went to Globe Trinoma Branch and brought with me the billing statement. I went there to report again this matter. The agent from Globe Trinoma told me that they would forward my complaint to their investigation team and to wait for a feedback within the week. On that, and the following weeks, I received no feedback.

Globe would cut my line and I would call them to complain. They told me to pay the amount due (Php 6,000). I just paid them the amount I consumed and not the contested amount. Globe reinstalled again my line. After a month, this routine happened again. I kept on calling their hotline for a feedback and they just told me to wait while the investigation was going on. One agent told me to pay everything first and they would just adjust the billing after the investigation, but I refused. This went on for three months.

On October 2007, I went back to Globe Trinoma again to report the problem with my Globe handyphone. I paid the due amount (not the contested). After a week, the investigation team called me up. They said that my unit/line used that WAP and no “cloning/hacking” incident happened and they said that I should pay the whole amount. I said that I am willing to pay only if they would show me a detailed report of the said WAP usage: what websites I allegedly visited, the date and time, and how many kilobytes I have consumed. They said that they could not produce the said report because the month has already lapsed. And I think that this is not a valid excuse because I repeatedly called their hotline since July.

I believe that it is my right to ask for the details of the WAP activities which Globe said I used and consumed. I use the WAP features from time to time but I am sure that that wouldn’t reach Php 6000.

I refuse to pay the amount they are billing me.

Help! What do I do?