Why will I pay for something that I never used?
I am fuming mad at my February billing statement for my Smart Postpaid. Here is the whole story:
January 31- I used my mobile internet to send an email between 6:00 to 6:30 PM and between 8:30 to 9:00 PM.The internet connection at our area was poor so I needed to resend the email at 8:30 PM.
February 2- It’s always been my habit to check my running balance. My cut-off is every 26th of the month. Since I used the mobile internet twice on January 31st, I was expecting to have a running balance of PhP 20 but to my surprise, my running balance was alreadt PhP345! I called up the customer service and demanded an explanation why my running balance went up to that figure when I only used the mobile internet for a total of 1 hour. The customer service advised me to wait for the February billing statement to settle the dispute. So I would have to wait for another three weeks to find out what really happened.
February 3- I checked the running balance and it amounted to PhP 388! I called up the customer service again to report what was happening to my phone. She asked me if there’s any possibility that the data roaming service was not turned off. I told her that I knew my phone’s features and of course, I wouldn’t call if it was my fault to have left it turned on. Again, she advised me to wait for my billing statement.
February 4 to February 27- I religiously checked my running balance for any charges. I found out that my running balance for the February cut-off was not automatically set back to zero so I called up the customer service representative again to report it.
March 2- The running balance for the month of March was unbelievably high at PhP 800 when it was just the 3rd day after my cut-off. I called up the customer service again to ask why the running balance has not yet set back to zero. She advised me to have a balance inquiry every now and then to see if the system has corrected the error. It was finally corrected on March 3.
March 4- I received the copy of my February billing statement (see picture above) and I was surprised to be charged for 38 internet usages that I NEVER USED! That was from 9:00 PM of January 31st up to 5PM of February 1st. I called up the customer service to demand for an explanation. He advised me to wait within 15 working days for their technical team to investigate my case.
WHY WOULD I BE CHARGED FOR AN INTERNET USAGE THAT I NEVER USED, ANYWAY?
First off, I have internet at the office. Smart bro, Smart mobile internet and Globe Tattoo internet connection do not have a strong signal in my area so I prefer to use internet at the office whenever I need to send emails.
Second, I am NOT a Facebook addict and the last time that I opened my FB was last December 2012. C’mon, enough of the FB emo’s but that’s another topic.=p
Third, I KNOW how to use my phone. Before I purchased it, I asked my agent how to turn off the packet data to avoid unnecessary internet charges.
Fourth, I reported the incident on February 2nd. The balance inquiry on February 1st DID not reflect the supposed internet usage on January 31 and February 1.
Fifth, I wouldn’t BOTHER to call up SMART’s customer service representative to report something like this. I just hate the LOOOONG phone commercial before I finally get to talk with their customer service rep.
Sixth, three hundred plus pesos maybe a SMALL amount but if I will tolerate this, there is a possibility that this incident will recur in the future. Ano kayo, sinuswerte????? The reason why I got a plan 349 from Smart is because I want to practice frugality for 2012 onwards, ano!
Anyways, the last customer service representative that I talked to this morning was the most accomodating and the most sympathetic. She advised to me wait withing 15 working days for their technical team to investigate. I HOPE that their investigation would turn out to my favor. After all, what’s my fault if their system is erroneous or not working? That’s the reason why telecoms have Technical Team, ano! So that they will upgrade what needs to be upgrade and correct system errors that need to be corrected.
My officemate advised me to elevate my concern to the NTC (National Telecommunications Commission). Wag muna kako because it’s too early to judge Smart. Who knows, their Technical Team would find out that what I’m reporting for one month now is true—that Smart have system error!
To my fellow subscribers, don’t just pay once the bill has been delivered to you. Scrutinize the billing statement and yes, report any inconsistencies to the customer service representative. It’s your right as a consumer to be heard. =)