Yeh 06:03 PM, Jan 27, 2023
Hi, I would like to file a formal complaint against Smart Communications. Since October 2021, I started having issues with my outgoing call and SMS (even calling the hotline through my mobile phone is not allowed and only gives me a busy dial tone). I'm currently a Smart postpaid customer. Since then, I've reached out to them numerous times despite the hassle of either using a telephone or a prepaid sim card since I cannot call them using my postpaid number. I have been given different reasons as to why the issue is happening, referred from one department to another. The issue still persists.
Yeh 06:03 PM, Jan 27, 2023
Since October 2021, I started having issues with my outgoing call and SMS (even calling the hotline through my mobile phone is not allowed and only gives me a busy dial tone). I'm currently a Smart postpaid customer. Since then, I've reached out to them numerous times despite the hassle of either using a telephone or a prepaid sim card since I cannot call them using my postpaid number. I have been given different reasons as to why the issue is happening, referred from one department to another. I even went to their physical store hoping that they can help me fix the problem but still no luck.
I have been talking to them since the issue started and still no solution up until now. With the recent requirement of the sim card registration and my ongoing issue, I cannot register my sim since I have to text YES to 5858. I asked them if they can register me on my behalf and they said that they can't. Now, I'm left with no choice but to deal with them again about fixing my issue.
So I called them again last Wednesday, did some troubleshooting and the issue still persists. They called me back the next day (Jan 26) updating me of the status and what I need to do after 24 hours (basic troubleshooting of removing the sim from the tray for 5 mins). The same day that they called me, my data started having issues too. I get the data signal but I don't have any internet connection.
I have had this account since 2011 (from corporate to consumer) and I don't wanna discontinue my services. I'm in a position where I feel lost and helpless because I have not been getting the right support and solution from Smart's customer service.
I was hoping you guys could help me expedite the solution as it's almost the deadline of the sim card registration.
Hoping for your urgent assistance on this matter. Thank you very much!
Daquioag 07:58 AM, Jan 31, 2023
January 31, 2023
Dear Mr Kenneth Yeh,
Thank you for your request dated Jan 27, 2023 06:03:17 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.
You request for Complaint against Smart Communication.
Response to Request
This office determined that your request is a frontline service transaction and is not considered an FOI request. However, to extend our services, be informed that NTC has no capability to locate/track the stolen/lost cellphone.
For complaints on TEXT SCAM, illegal and threatening messages you may visit the website at www.ntc.gov.ph for you to lodge your complaint.
For postpaid subscribers you may report your lost cellphone unit immediately to the concerned service provider and also to the following contact details for us to request it to other service providers for blocking:
Consumer Welfare and Protection Division (CWPD)
National Telecommunications Commission,
BIR Road East Triangle, Diliman Quezon City.
Telephone Number: 02-89213251: 02-89267722: 02-89204464
Email address: firstname.lastname@example.org
Also for a complaint regarding poor services of telecommunications, radio/TV broadcast, and cable services and unfair billing statements, after fifteen(15) workings days that you filed your complaint to the concerned company and there is no action taken to your complaint, you may also report it to the above contact details.
For your convenience and further details, you may call first the above telephone numbers, it is available from Monday-Friday 8:00 AM-5:00 PM. You may also visit the website of NTC at www.ntc.gov.ph, for you to know the addresses of the NTC Regional Offices closer to your location where you can file your complaints regarding telecommunications services.
You are also advised not to disclose the IMEI No. of your lost cellphone in this portal but you may submit it directly to the concerned service provider or to NTC Office nearest to your location.
Further, for the NTC, to accept your request for blocking of lost/stolen cellphone, submit the following requirements:
1. Duly accomplished and notarized AFFIDAVIT OF OWNERSHIP AND LOSS WITH UNDERTAKING
[Form No. NTC 1-24]download at www.ntc.gov.ph
Note: The Affidavit of Loss must indicate the IMEI of the mobile phone and/or the SIM to be blocked.
2. Proof of Ownership, ANY of the following:
2.1 Copy of Official Receipt of the mobile phone
2.2 Box of the mobile phone with International Mobile Equipment
3. Copy of valid Identification
3.1 Any government-issued ID or Passport
3.2 For students, school ID
3.3 For cases when ID is not available, Birth Certificate OR NBI
Supporting Documents for Representative(s)
1. Authorization letter duly signed by the applicant and valid ID of the authorized representative.
Your right to request a review:
If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to:
National Telecommunications Commission
BIR Road East Triangle Diliman Quezon City
Your review request should explain why you are dissatisfied with this response and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request.
If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011).
In conclusion, we would also encourage you to copy the link below and open it to your URL or address locator for you to access the Feedback Survey, for us to know how we assisted/served you.
DIVINA N. DAQUIOAG