PLDT Customer Service Issues

Regarding our PLDT landline account under the name of Felipe Lim with account number [redacted], we experienced an issue around March last year. Despite multiple attempts to report it, no action was taken until recently when we spoke with customer service about our billing concerns. They advised us to email home retention management, and we received a response on 12/18/20 stating they are reviewing the charges and apologizing for the delay. Since then, we have not received further updates despite trying to follow up by calling [redacted], which requires a service number we don't have, and the account number attempts have been exceeded. As a senior, I prefer not to go out due to COVID-19 concerns. Please assist us with updating or communicating on this matter. You can reach me at [redacted] or mobile numbers [redacted]2/[redacted]2. Your prompt assistance is greatly appreciated. Thank you.

Dear forum members, I want to share the unfortunate experience my household had with our internet connection on March 2nd. When our wifi suddenly disconnected, I promptly contacted the hotline for assistance. After troubleshooting with a technical support agent, we realized the issue was with the blinking red LOS on the router, indicating a problem with the cable or panel outside. A technician, Mr. Pangilinan, visited the next day but only inspected the router, promising another technician with a service vehicle would return shortly, which did not happen. Despite attempts to follow up, the situation remains unresolved, impacting our ability to work and attend classes from home. We hope for a prompt resolution to this service concern. Thank you for your attention.

My account number is [redacted]. The technician has visited 9th Balete St. in Merville Park Molave twice. It would be appreciated if the technician could send an SMS a day or few days before their arrival to confirm. This is important as my family and I will be moving in April. Also, there was a miscommunication as the technician mentioned they were on-site at 9th Balete, but they were not there when I checked. This lack of coordination is concerning.

Yesterday, I reached out regarding billing issues with landline [redacted] under the name M.E.D. Castro. This morning, a technician contacted me about repairing the landline connection. However, the line was actually disconnected by your company in July [redacted] due to unpaid bills. It seems there might be a mistake in your system showing it needs repair. It's important to review my account history to verify any outstanding payments. Please update your records to prevent unnecessary stress for disconnected customers like me. Thank you.

Dear PLDT/PLDC, I am writing to address issues regarding our internet connection. For two weeks now, it has been intermittent and constantly cutting off. Every time someone comes to fix the cabinet full of wires, our connection remains unreliable. I understand you receive various complaints, but as a major company in the Philippines, please improve your service. Invest in upgrading old units in areas causing inconvenience to customers. Knowing other internet providers are available makes it difficult to stay with you. Do not ignore the problems your subcontractors cause, as news spreads quickly online. Your reputation as the fastest internet in the country is contradicted by these issues. Prioritize addressing the issues in our area. Regards, John Paul Aquino Tambis Purok 2 Sta. Rosa St. Penafrancia Cupang, Antipolo City

I previously had a PLDT Ultera Home Account # [redacted] which I had deactivated at the PLDT BGC branch on December 5, [redacted]. Despite the deactivation, I have been billed monthly since then. Each time I call customer care, I am assured a corrected statement of account (SOA) that never arrives. Four months later, I am still being charged. Recently, a chat support agent via PLDT Cares messenger advised me to pay [redacted] PHP, which has added to my stress and anxiety. I am unsure who within PLDT can assist me with this ongoing issue.

Hello, my name is Suzette P. I have an existing plan that was applied for in November [redacted]. I am experiencing no data or telephone service. A staff member through Messenger provided me with the following details: my account number is [redacted], the service is restricted due to an unpaid amount of Php 15,[redacted].68, and my registered email has been updated to [redacted] I would appreciate it if the information could be sent to this email address. I am also looking to speak with a PLDT representative. You can reach me at 0[redacted] or 0[redacted]. Thank you for your prompt response.

I submitted a cancellation request for my PLDT Telephone & Broadband Account with the number [redacted] on April 15, [redacted]. Despite this, I have continued to receive bills from April 26, [redacted], onwards. Despite contacting PLDT four times and speaking with different representatives who assured me that my account would be canceled immediately on April 15, [redacted], and reconnected on October 15, [redacted], I am still being billed. They mentioned that I would receive a confirmation email regarding my cancellation at [redacted], but I have not received anything yet. I am requesting immediate action before resorting to sharing my complaints on social media. Sincerely, Marie Melanie Valdez

Hello, I am reaching out to address the outstanding balance of 18,[redacted] PHP that is being requested of us due to what we believe is a result of poor customer service by your staff at the service center and call center. Since September [redacted], we have been trying to relocate our landline service from BGC Taguig to Fairview. Unfortunately, despite our repeated reports and requests, your staff have not been recording or processing our requests effectively. Despite visiting the PLDT Fairview Terraces branch regularly, we have not seen any progress on our relocation request. We have contacted [redacted] and spoken to various supervisors, but have faced dismissive attitudes and reluctance to assist in recording our conversations or providing a transaction number. We have asked for the charges to be stopped since September, as we no longer reside in Taguig and are not using the service there. However, our requests have been ignored, and we are now being pressured to pay for services we have not used since September [redacted]. Given our recent hardships due to the pandemic, including losing a family member to COVID-19, we are struggling financially and believe it is unfair to be asked to pay for unused services that were not properly handled by your staff. We kindly request that the charges be waived, as we believe this situation was caused by the mishandling of our requests and poor customer service on your end. We hope for a favorable resolution to our claim.

On May 6th, our internet service stopped working and has been down ever since. After calling [redacted], we were assured a technician would be sent within 24 hours. Due to circumstances like the earthquake, we patiently waited until May 13th to follow up by calling [redacted] again. We were given ticket number [redacted]5. Despite it being three weeks since our internet stopped working, we still do not have a WiFi connection. We have paid our bills on time, and it is unfair to have been without internet for almost a month while being billed. A technician visited our home yesterday but was unable to resolve the issue. This is a critical problem for us, as we have a student who needs internet for online classes. Our contact number is [redacted].

On November 18, [redacted], I reached out to your Cebu branch about disconnecting one of our telephones due to reducing our office staff. We operate on a skeletal basis now, and with reduced expenses, we no longer need as many telephones. Although I couldn't personally go to customer service, our guard advised us to drop the letter in a collection box. In May [redacted], our telephone with the number provided lost its dial tone four months ago, but we are unsure if it has been disconnected since your company is still billing us. With no personnel available to assist us, calling hotline numbers [redacted] or [redacted] directs me to download an app. However, without our queries being answered, I'm unsure how the app will help.

Dear Sir/Madam, I am writing to report an issue with the recent installation of our wifi connection at BSU Elementary School by PLDT Baguio -Benguet. The technicians came to upgrade the wiring to fiber optic for better performance. Unfortunately, after the installation, the wifi stopped working, causing inconvenience for our teachers who needed to submit grades to the University Registrar. Despite our efforts to troubleshoot, we were unable to resolve the problem. It is crucial for us to have a working wifi connection, especially at this busy time of the year. We kindly request your prompt assistance in sending someone to check on the connectivity issue today. Thank you. Sincerely, M.L.

Dear Sir/Madam, I am writing to address an issue with the recently installed wifi wiring at BSU Elementary School by PLDT Baguio-Benguet. After the technicians upgraded our connection to fiber for improved speed and efficiency, the wifi initially worked but soon stopped functioning. This has caused major inconvenience, especially for the teachers who needed to submit grades to the University Registrar by yesterday. Despite attempts to troubleshoot, the problem persists. We have been unable to reach PLDT for assistance as the phone line is also affected. We urgently require someone to revisit and rectify the wifi problem, as there are essential documents to be prepared with the school year concluding. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance.

Good evening, I was surprised when I called *[redacted] regarding my billing concerns and was informed that my current bill as of May 22, [redacted] is 2,000php++. I applied for the PLDT Home Fibr 25mbps connection on April 27, [redacted], and the installation was completed on May 11, [redacted]. However, the activation was delayed until May 17, [redacted]. Despite the activation, I have been experiencing no internet connection since May 18, [redacted]. I received a message promising internet restoration in 3 days, but it has been 5 days and the issue persists. When I called [redacted], the system indicated a mismatch between the telephone number provided and the account number. As I rely on this service for work from home, I urgently need this matter resolved. I have been trying to contact PLDT for the past 2 weeks but have not received a response. Please address this issue promptly and provide clarification on the billing date. I hope to hear from you soon. Thank you, -Christelle

I apologize for the inconvenience, Jammaica. Upon checking, you have a remaining balance from your March bill of Php 1,[redacted].84 (VAT inclusive). The monthly service fee for your Fibr Special Plan [redacted] for April 22 to May 21, [redacted] is Php 1,[redacted].68 (VAT exclusive). The value-added tax amounts to Php [redacted].32, totaling Php 3,[redacted].84, which combines your previous March bill balance and your April bill. Since you have not settled your bill from last month, the outstanding balance of Php 3,[redacted].84 was added to your latest bill for this month, totaling Php 4,[redacted].84. Please settle this outstanding balance for reconnection. You can view your bill at my.pldthome.com or through the myPLDT Smart app. You can also send us a text with the message PLDTHomeBill to 0[redacted] [redacted]. This service is free for PLDT, Smart, TNT, Globe, and TM subscribers. Please confirm receipt of your latest statement on your email address on record. Let us know if you need further assistance. Thank you! - Jen

I am requesting a refund for the additional charge on my billing statement from April 24th due to a long-distance call that occurred. Despite requesting the termination of this service months prior, a system failure resulted in the calls not being stopped. This is not my fault. I have previously requested refunds for other issues, such as being billed for phone service during a 2-month outage when I had already paid. Even after speaking to customer service representatives, no adjustments were made. Given the current pandemic and resulting financial difficulties, I urge you to take moral responsibility. I hope my request is met with professionalism and empathy and that my stress is not further exacerbated. Account Number: [redacted] Ticket Number: [redacted]04

My grandmother moved her phone line from Manila to QC last year while keeping the same number, which took about 3 months to complete. However, she is unable to receive calls from friends in Manila, causing a major problem as phone calls are her primary way of staying in touch with them. Despite being told by someone at PLDT that it's a simple "setting issue," it has been unresolved for 6 months. Recently, PLDT switched to automated lines, making it challenging to get assistance for this specific issue, leading to frustrating automated responses when we call. We have been persistent in following up on this matter since last year and consistently paying her bills on time despite the poor service.

I have been attempting to contact your customer service multiple times, but I keep receiving errors regarding the telephone and account numbers provided. I am looking to address the charges incorrectly billed to us. Our bill has been inflated for a month, alleging non-payment for February [redacted]. After speaking with CSR Rome, it was confirmed that no payment was recorded for February, resulting in a total bill of [redacted].35 for February, May, and June. However, we have evidence of payment made for February. I tried contacting the CSR again to verify this payment, as we made payments for May and June to utilize the 75% discount promotion, but our two-month payment was not accepted due to a pending balance in Cagayan de Oro. Please investigate this matter further. Thank you. Account Number: [redacted] Telephone Number: [redacted] Account Holder: T.B.

We are concerned residents from Republic Avenue Area 1 and 2, Holy Spirit QC, experiencing poor PLDT services. For a year, our connections have been unreliable, with frequent outages and no billing despite paying monthly. When we complain, there is a lack of support as the designated personnel only cater to specific subscribers. Many PLDT lines in our area are unaccounted for, leading to subpar service. Applying directly to PLDT is futile due to over-subscription. We urge PLDT to address this issue promptly by deploying their own lines and investigating the prevalent mismanagement. It appears that some are exploiting the system at the expense of quality service. We demand immediate action to rectify this situation, as some are considering legal actions while valid applicants are denied due to a lack of available slots, causing frustration and unfair billing practices. Thank you, a concerned resident of Republic Avenue.

I have been using your service for four months now, and unfortunately, I have encountered many issues with it. I am located in Texas, and the service quality here is significantly worse than other providers in the area. After testing all available options, they all seem to have similar problems. It's disappointing that the service experience is so poor, even compared to services in the Philippines. It feels as if we are not getting what we are promised and that improvements are not being made. I hope for better service in the future.