Mr. Ernest L. Cu
President and Chief Executive Officer
Dear Mr. Cu,
Good day. First of all, I’d like to congratulate Globe Telecoms for its recent acquisition of Bayan Communications (BayanTel). Our family has been a BayanTel subscriber for about 18 years now, and we are very much looking forward to Globe’s fulfillment of its promise that we will be able to have better service soon.
However, our family’s experience early this month under the new management has been very disappointing. Consider the following:
1) We are yet to receive our statement of account for the month of May. Despite that, our phone and Internet connection was suspended last June 3 because we failed to pay our bill on time. How is it our fault that we can’t pay the bill yet when we have no idea how much is due in the first place?
2) Under the previous management, we pay our monthly bill at the BayanTel Center in Ever Gotesco Commonwealth. Back then, we can finish everything in less than ten minutes, and that’s assuming there’s a queue. Now, that’s no longer the case. We need to go to the Globe Business Center at the UP Ayala Technohub to pay our bill (I know we can pay elsewhere, but it takes days before it can be reflected in the official records).
Just like last April, there’s only one or two personnel there to facilitate the payments as well as other customer concerns. The result? Customers have to wait for as much as two hours just to finish their business. That waste of time is so unacceptable.
3) As I mentioned above, our Internet access was disconnected for June 3 because of the late payment. As an online writer, every minute where I have no Internet access at home greatly affects my ability to work on my freelance projects.
I hope that Globe Telecoms will be a little more considerate when disconnecting accounts. And also, it makes no sense why customers have to wait for EIGHT HOURS minimum just to have their Internet access restored even after being able to settle their bills.
Before ending this letter, I’d like to say that despite receiving tempting offers from your chief competitor PLDT, our family is not yet convinced that switching telcos is necessary, especially since we’ve been with BayanTel for almost two decades now. Nevertheless, I am earnestly urging your company to take note of my suggestions for the benefit of your customers.