Hello! Here you can read my latest complain to NTC about SUN CELLULAR very uncomfortable experience. but guys before anything else, I want you to know the reason why I was posting this article was actually because I cant take the frustrations i get from this abusing network. some damages has been made and finally brought my new invest business into closure. I hope that somewhere in our government like the NATIONAL TELECOMMUNICATION COMMISION would somehow help me and be given justice, I mean it wasn't just for me but to someone out there who had been experiencing same problems. Indeed, this could be an EYE-OPENER to any network provider who have always unlawfully practise "monkeying" consumers.
Next article you will be reading is the actual complain I brought to NTC and actually acknowlege by some personnel and by the honorable regional director of Region X, Mr. Teodoro Buenavista.
Qoute:
"To: Mr. Teodoro D. Buenavista, Jr.
NTC Director Region X
Kauswagan, Cagayan de Oro City
From: //////////////////// a.k.a *JOHN SANTOS (name is hide for security purposes)
#093 Cagayan de Oro City. (address and personnal numbers has been hiden for security puposes)
Sun Cellular Number: 0922-7*-3*1-**
Pre-paid account
Subject: Complains For SUN CELLULAR NETWORK; Customer Service Representative and Contact Center Management.
Hotline Number: 200 (direct contact to Tel. No. 023958000)
Background:
I-
I’ve been using Sun Cellular for many years if even before my old number was lost and until now where I can consider my self as some regular clients with my new number. Even though I didn’t get a post paid plan, I still managed to reload right after my prepaid loads were consumed. I was actually being captivated to be a sun cellular subscriber because of their very unique and influential advertisements particularly in television, where they let us realizes a good offer especially like us who wants big savings and other benefits. But what happen when we started to feel that we aren’t getting the benefits as they were showing in their ads? I remember, the times I meet a lot of serious problems and unfortunate for me because I haven’t got any one of those serious problems resolve. Whether we are asking help from one of their resource or by calling into their hotline, still they were not able to work out for it properly. One day , there was a grave and very offensive problem I complained, where sun cellular took my unlimited 5 days calls and text for the reason that I have consumed the maximum limit of calls and text a regular client could get, they said their system can detect such abnormalities and took it away to you as simple as that. As a matter of fact, prior to the incident I could just used it for one day. I said, “NO! That’s cheating; I haven’t read it in the rules and guidelines in the package I bought with this sim cards? That’stealing. I didn’t remember they said that in your ads?” I still continue to complain it but because of my immaturity those days I was tired of keep fighting and arguing with the people don’t understand your side. Now, this new complains of mine I think should not be taken for granted because a lot of damages have been made that affects both my personal and business matters. So, I consider NTC as my first reliable step to achieve justice and to make it as a lesson for them who they thought that someone out there with a problem like this would choose not to fight for their right as a consumer. One lesson might bring facts to every consumer is really to see and decide to believe in.
II-
Unreasonable blocking of account, unethical treats to clients by their concern personnel attendant, and Unreasonable flooding messages.
a.) It was around 3 a.m. in the morning May 06, 2008 when I encountered problems in reloading. My account was blocked. I called the customer hotline for assistance. I stated, I have three times attempts in reloading and receive unexpected message prompts “request not completed”. Which they told me the reason my account was block. I wonder why it was happen, usually if I have mistakenly key in wrong call card number and pin in my cell phone it does only prompt different error messages like: “call card is invalid or call card has already been used or loaded.” Even if I tried so many times my account was not blocked. That time after the third try it says my account has been blocked. I was surprise. Why should my account be blocked when I have good signal? When my request is not complete? The customer service representative (CSR) advised me to try again after 24-hours and I agree. May 07 at around 7:00 a.m. I try reloading again as advised by the CSR the reloading attempts were still the same and still “request not completed.” Tried 2 times and my account has been blocked again. I called the hotline for another complaint and verification about my previous concerns, there I talked to a lady CSR who has been helpless about my problem and she thinks that she can’t help me further regarding to my problem, she passes my call to their concern department. In having a conversation with the first CSR I have talked to, we spent more or less seven minutes (7) as she tries to pass my call on hold my ears are heating up because of very slow service.
b.) In talking to a male concern department personnel which I thought everything has been explained to him by the first CSR, I was again repeating my complains all over again. They never consider the waiting we always do whenever we are calling to that sluggish hotline. Afterwards, I don’t feel he is really helping. In fact, he even suggests using other networks sim card while my account was blocked temporarily. To my disappointment on what he said, I continue arguing and then asking his name but instead I can’t hear voice from his line and he tries to put the call on hold and going back in a little while and listening to me as if he knew I am still in the line before he puts down my call.
c.) The worse is 2-5 minutes ago after our conversation with this man, I begun to receive 10 messages coming from 2728 and stated “Welcome to Dial Tunes! Your authentication code is (six combination of letters and numbers every messages)_ _ _ _ _ _. Logon to http://dialtunes.suncellular.com.ph/ now to register!” At first I only receive 10 messages and it was still sending, estimated over 300 messages in total. I suspect that the CSR made that because it was happen after the call. I complain to a certain Mr. Duncan Rocce, the Supervisor for further assistance. He can actually verify and prove that this complain has been forwarded as being complained by me. I never remember I subscribe to any new promos from Sun Cellular.
d.) Mr. Rocce promised me and guaranteed me that I will be able to get the investigation result or the resolution they did as their action to what I was complaining about. But I have complaining for about three weeks now and until right now I have not yet receive and heard nothing from them. Always giving extensions like three working days but when u followed up after three days they will give you new extensions. Meaning from May 08-23, 2008 they have not given me the resolution I am currently asking. Sometimes I also confuse the way they answer inquiries from clients, the inconsistency of service is instead they render to their valued clients. Liar. Sometimes I also ask how this hotline passes the standards as a contact center. Who can possibly check this?
e.) Going back, May 15, 2008 at exactly 12:48 a.m. after I talked again to a CSR to follow up regarding about the results of investigation, I was angry because I still don’t know the investigation or the results. In the middle of our conversation, I notice that the same message from 2728 has again visited my inbox sending 12 messages. The next day they have again made another report about the incident.
I believe it was manually manipulated if we based on my simple investigation, exactly the time I was receiving the messages coming from 2728 I called some of my friends from four major cities in the country such as Manila, Iloilo, Cebu, and Davao and including some persons like my neighbor whom I know using Sun Cellular, asking them if they were also being disturb by a message that come from 2728. My investigation results shows that they were none of them know about 2728 otherwise they haven’t receive messages from 2728.
These are the following damages and inconvenience made by the Sun Cellular:
a.) I Lost one client on my Buy and Sell Business amounting 6,550.00 on May 06 and in the following day I lost two business deals amounting 17,450.00
b.) Can not make my own business and personal calls and texts for both clients and relatives. With in the days my account was unreasonably blocked.
c.) Lots of appointment was cancelled. Deals were not done due to cancellation of schedule.
d.) I have not fetched my cousin who came from Cebu on the day she arrived.
--------------------------------------------------------------------------------------------------------------------------------
To whom it may concern:
I am appealing to the honorable authority to please consider the complaints as valid and evidently enough to let the above network mentioned responsible for any inconvenience done to us and they will be given proper sanctions be set to.
If this complains will succeed and given justice, I believe so that this would be a victory not only to me but to all the people who were also victimized by this unlawful acts by a network provider and will serve as an apposite lesson to them and whom may have done this for many years.
I am very available for interview whenever your office may request my presence.
Thank you so much and more power!
____________________
Signed with my full knowledge: (name hide for security purposes)
Note:
* I’m using an Alternate name for my personal security purposes.
GbS://file2//"
NTC Director Region X
Kauswagan, Cagayan de Oro City
From: //////////////////// a.k.a *JOHN SANTOS (name is hide for security purposes)
#093 Cagayan de Oro City. (address and personnal numbers has been hiden for security puposes)
Sun Cellular Number: 0922-7*-3*1-**
Pre-paid account
Subject: Complains For SUN CELLULAR NETWORK; Customer Service Representative and Contact Center Management.
Hotline Number: 200 (direct contact to Tel. No. 023958000)
Background:
I-
I’ve been using Sun Cellular for many years if even before my old number was lost and until now where I can consider my self as some regular clients with my new number. Even though I didn’t get a post paid plan, I still managed to reload right after my prepaid loads were consumed. I was actually being captivated to be a sun cellular subscriber because of their very unique and influential advertisements particularly in television, where they let us realizes a good offer especially like us who wants big savings and other benefits. But what happen when we started to feel that we aren’t getting the benefits as they were showing in their ads? I remember, the times I meet a lot of serious problems and unfortunate for me because I haven’t got any one of those serious problems resolve. Whether we are asking help from one of their resource or by calling into their hotline, still they were not able to work out for it properly. One day , there was a grave and very offensive problem I complained, where sun cellular took my unlimited 5 days calls and text for the reason that I have consumed the maximum limit of calls and text a regular client could get, they said their system can detect such abnormalities and took it away to you as simple as that. As a matter of fact, prior to the incident I could just used it for one day. I said, “NO! That’s cheating; I haven’t read it in the rules and guidelines in the package I bought with this sim cards? That’stealing. I didn’t remember they said that in your ads?” I still continue to complain it but because of my immaturity those days I was tired of keep fighting and arguing with the people don’t understand your side. Now, this new complains of mine I think should not be taken for granted because a lot of damages have been made that affects both my personal and business matters. So, I consider NTC as my first reliable step to achieve justice and to make it as a lesson for them who they thought that someone out there with a problem like this would choose not to fight for their right as a consumer. One lesson might bring facts to every consumer is really to see and decide to believe in.
II-
Unreasonable blocking of account, unethical treats to clients by their concern personnel attendant, and Unreasonable flooding messages.
a.) It was around 3 a.m. in the morning May 06, 2008 when I encountered problems in reloading. My account was blocked. I called the customer hotline for assistance. I stated, I have three times attempts in reloading and receive unexpected message prompts “request not completed”. Which they told me the reason my account was block. I wonder why it was happen, usually if I have mistakenly key in wrong call card number and pin in my cell phone it does only prompt different error messages like: “call card is invalid or call card has already been used or loaded.” Even if I tried so many times my account was not blocked. That time after the third try it says my account has been blocked. I was surprise. Why should my account be blocked when I have good signal? When my request is not complete? The customer service representative (CSR) advised me to try again after 24-hours and I agree. May 07 at around 7:00 a.m. I try reloading again as advised by the CSR the reloading attempts were still the same and still “request not completed.” Tried 2 times and my account has been blocked again. I called the hotline for another complaint and verification about my previous concerns, there I talked to a lady CSR who has been helpless about my problem and she thinks that she can’t help me further regarding to my problem, she passes my call to their concern department. In having a conversation with the first CSR I have talked to, we spent more or less seven minutes (7) as she tries to pass my call on hold my ears are heating up because of very slow service.
b.) In talking to a male concern department personnel which I thought everything has been explained to him by the first CSR, I was again repeating my complains all over again. They never consider the waiting we always do whenever we are calling to that sluggish hotline. Afterwards, I don’t feel he is really helping. In fact, he even suggests using other networks sim card while my account was blocked temporarily. To my disappointment on what he said, I continue arguing and then asking his name but instead I can’t hear voice from his line and he tries to put the call on hold and going back in a little while and listening to me as if he knew I am still in the line before he puts down my call.
c.) The worse is 2-5 minutes ago after our conversation with this man, I begun to receive 10 messages coming from 2728 and stated “Welcome to Dial Tunes! Your authentication code is (six combination of letters and numbers every messages)_ _ _ _ _ _. Logon to http://dialtunes.suncellular.com.ph/ now to register!” At first I only receive 10 messages and it was still sending, estimated over 300 messages in total. I suspect that the CSR made that because it was happen after the call. I complain to a certain Mr. Duncan Rocce, the Supervisor for further assistance. He can actually verify and prove that this complain has been forwarded as being complained by me. I never remember I subscribe to any new promos from Sun Cellular.
d.) Mr. Rocce promised me and guaranteed me that I will be able to get the investigation result or the resolution they did as their action to what I was complaining about. But I have complaining for about three weeks now and until right now I have not yet receive and heard nothing from them. Always giving extensions like three working days but when u followed up after three days they will give you new extensions. Meaning from May 08-23, 2008 they have not given me the resolution I am currently asking. Sometimes I also confuse the way they answer inquiries from clients, the inconsistency of service is instead they render to their valued clients. Liar. Sometimes I also ask how this hotline passes the standards as a contact center. Who can possibly check this?
e.) Going back, May 15, 2008 at exactly 12:48 a.m. after I talked again to a CSR to follow up regarding about the results of investigation, I was angry because I still don’t know the investigation or the results. In the middle of our conversation, I notice that the same message from 2728 has again visited my inbox sending 12 messages. The next day they have again made another report about the incident.
I believe it was manually manipulated if we based on my simple investigation, exactly the time I was receiving the messages coming from 2728 I called some of my friends from four major cities in the country such as Manila, Iloilo, Cebu, and Davao and including some persons like my neighbor whom I know using Sun Cellular, asking them if they were also being disturb by a message that come from 2728. My investigation results shows that they were none of them know about 2728 otherwise they haven’t receive messages from 2728.
These are the following damages and inconvenience made by the Sun Cellular:
a.) I Lost one client on my Buy and Sell Business amounting 6,550.00 on May 06 and in the following day I lost two business deals amounting 17,450.00
b.) Can not make my own business and personal calls and texts for both clients and relatives. With in the days my account was unreasonably blocked.
c.) Lots of appointment was cancelled. Deals were not done due to cancellation of schedule.
d.) I have not fetched my cousin who came from Cebu on the day she arrived.
--------------------------------------------------------------------------------------------------------------------------------
To whom it may concern:
I am appealing to the honorable authority to please consider the complaints as valid and evidently enough to let the above network mentioned responsible for any inconvenience done to us and they will be given proper sanctions be set to.
If this complains will succeed and given justice, I believe so that this would be a victory not only to me but to all the people who were also victimized by this unlawful acts by a network provider and will serve as an apposite lesson to them and whom may have done this for many years.
I am very available for interview whenever your office may request my presence.
Thank you so much and more power!
____________________
Signed with my full knowledge: (name hide for security purposes)
Note:
* I’m using an Alternate name for my personal security purposes.
GbS://file2//"
Unqoute.
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