Basalo 02:52 PM, Jul 22, 2023
Dear National Telecommunications Commission, I am writing to express my disappointment with GOMO and their customer service. I purchased a SIM card on their app and received it last July 1, 2023, but they sent me a damage sim card. Despite numerous requests for a replacement or refund, I have not received any feedback or resolution. As a paying customer, I deserve better service and a timely resolution to this issue. I hope that you can help me in this matter. Thank you.
Basalo 02:58 PM, Jul 22, 2023
Their customer service keeps on sending me an automated replies/copy-pasted ones. They don't care at all. And what's worst is you can't talk to them. Can't even find a way to call them because the only way to reach them is through Twitter. Their messenger is not functional. You'll be running round in circles same goes with their customer service. They can't provide information about the replacement and refund. There's no physical store. Tried to contact Globe Telecoms on Twitter but I was told to contact GOMO since they only have limited information about it.
Basalo 02:59 PM, Jul 22, 2023
I really don't know where to ask for assistance in this matter. Like, again, their customer service can't provide any information.
Daquioag 09:08 AM, Jul 25, 2023
July 25, 2023
Dear Mr. Basalo,
Greetings!
Thank you for your request dated Jul 22, 2023 02:52:58 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch.
Response to Request
As per evaluation in your request, this office finds that it is considered a consumer complaint frontline service transaction and not an FOI request.
However, to extend our services, please be informed that NTC has no capability to locate/track lost/stolen cellphones and SIM numbers of subscribers.
We suggest the following guidelines for you to follow:
1. Do not to disclose the IMEI Number of your lost/stolen cellphone unit and SIM Number in this portal but you may submit it directly to the concerned Cellular Mobile Telephone Service (CMTS) provider and to the nearest NTC Office to request it for blocking to all CMTS providers. To check the NTC Regional Offices address, you may visit the website at www.ntc.gov.ph;
2. Further, for the NTC, to accept your request for blocking of lost/stolen cellphone unit, you bring personally the following requirements:
a. Duly accomplished and notarized AFFIDAVIT OF OWNERSHIP AND LOSS WITH UNDERTAKING
b. [Form No. NTC 1-24] download at www.ntc.gov.ph
c. Note: The Affidavit of Loss must indicate the IMEI of the mobile phone and/or the SIM to be blocked.
d. Proof of Ownership, ANY of the following:
d.1. Copy of Official Receipt of the mobile phone
d.2. Box of the mobile phone with International Mobile Equipment
Identity (IMEI)
e. Copy of valid Identification
e.1 Any government-issued ID or Passport
e..2 For students, school ID
e..3 For cases when ID is not available, Birth Certificate OR NBI
Clearance
f. Supporting Documents for Representative(s)
f.1 Authorization letter duly signed by the applicant and valid ID of the authorized representative.
3. 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;
4. For complaints and concerns related to SIM registration, you may contact NTC's 24/7 consumer hotline 1682 or DICT's complaint center hotline 1326 for that matter; or you may report directly your lost registered SIM numbers to the concerned CMTS provider for appropriate action;
5. Also for a complaint regarding poor services of TELCOs, Radio/TV broadcast/ Cable station services and with unfair billing statements, wherein after fifteen(15) working days that you filed your complaint to the concerned company and no action taken in your complaint, you may also report it to the contact details below or to the nearest NTC Regional Office.
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: consumer@ntc.gov.ph
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.
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:
The Commissioner
commissioner@ntc.gov.ph
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).
To help us improve our services, we would also encourage you to copy the link below and open it to your URL or address locator for you to access and answer the Feedback Survey, for us to know how we assisted/served you.
https://forms.gle/X94UR3zqsJjMQvTPA
Thank you.
Respectfully yours,
DIVINA N. DAQUIOAG
FOI Officer
