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Saturday, May 7, 2011

SUN Mobile Internet Charges Advisory

I am not sure if there are a lot of SUN subscribers who also complained on SUN internet charges that is why SUN released an advisory in their statement of account as well as some of their flyers.

I am also a victim of delayed internet charges and questionable internet charges by SUN.  Below was my email sent to SUN:
Re: GPRS Billing Dispute with Ref# 423153

To Whom It May Concern:

I am disputing a GPRS data charge on my bill for June 2010 with the amount of PHP866.00.   Even if your investigating team already made a decision that all attempts were valid.

The amount and attempts are in error because I never use the phone to browse any sites.  Based on the CSR I spoke with, 97 GPRS attempts recorded which are unreasonable.

Kindly provide me the following information if those attempts are valid for billing:

    Date of attempt
    Start and End time of attempt
    Packet Data Sent and Received each attempt

I will not pay the service that I never use.  Kindly get in touch with me thru mobile phone if you need further clarifications.

Thank you in advance for your prompt attention to this matter.
Customer Service replied:


Sent: Friday, July 23, 2010 5:03 PM
Subject: FW: GPRS Billing Dispute with Ref# 423153

Dear Mr. Legaspi:

This is in reference to Dispute number 423153 regarding to the Mobile Internet charges. Thank you for bringing this to our attention.

We have conducted a thorough investigation with regard to your concern. These mobile internet transactions were captured by the system and were found to have originated from your account. These are valid transactions, making it chargeable to the account. Please be advised that mobile Internet transactions are billed based on Php 10.00 per 30 minutes.

Attached is a record of your Mobile Internet transactions. This includes the date of attempt, the start time and the charge. Please be advised that by the time the connection has been made, the account has already been charged with Php 10.00 per 30 minutes.

If we may be of further assistance, please don’t hesitate to email us.


Sincerely,


Ronalyn C. Isidro
Officer
Customer Service Operations
Sun Cellular
And please see below email exchanges:
Sent: Friday, July 23, 2010 6:54 PM
To: Suncellular; Hector.Legaspi
Subject: Fw: GPRS Billing Dispute with Ref# 423153


Hector *** ***
**********
**********
Mobile**********
DOB:  **********


Re: GPRS Billing Dispute with Ref# 423153

To Whom It May Concern:

The file you have provided has an unclear format ofTIME logs, here are a few:

SC
CALLING #
FROM PLACE
CALLED #
TO PLACE
DATE
TIME
AMOUNT
CALL TYPE





GS
9228952535
SUN
9220000000506
MOB INT
20100620
3932
8.93
5006





GS
9228952535
SUN
9220000000506
MOB INT
20100622
4914
8.93
5006


There were also attempts last May 2010, that for some reason I do not know why you billed those in June-July billing cutoff.  You provided an incomplete report.  I myself can also make the same report.  I want you to provide me the clear format in HH:MM:SS start time and end time including the PACKET DATA SENT AND RECEIVED and SITES VISITED for browsing.  If you cannot provide me with those data, then please remove those charges from my account.

From June1-23, almost everyday at an average of 3 times a day based on your records, I made an attempt, that logs made me crazy and think that there are days that I don't even touch my phone to connect into your internet service.  I have my GLOBE wired plan 2Mbps and I have an internet here in the office so it is VERY IMPOSSIBLE that I use the service on those dates.

Kindly get in touch with me thru mobile phone if you need further clarifications.

Thank you in advance for your prompt attention to this matter.
On Thu, Jul 29, 2010 at 2:13 PM, Suncellular <suncellular@digitel.ph> wrote:
Dear Mr. Legaspi:

Thank you for giving us the opportunity to clarify these matters.

We would like to inform you that some of your GPRS transactions have not been billed in your previous May 17 to June 16 statement of account. It was unfortunate that the last system enhancement procedure we conducted has affected some isolated accounts in our system. We apologize for any inconvenience this may have caused you. Please be advised that mobile internet is billed based on Php 10.00/ 30 minutes despite the amount of packet data that were sent or received. Also, due to privacy issues, specific websites cannot be provided. Nonetheless, these transactions that were captured by our system are valid.

If we may be of further assistance, please don’t hesitate to email us.

Sincerely,


Ronalyn C. Isidro
Officer
Customer Service Operations
Sun Cellular

Sent: Thursday, July 29, 2010 11:16 PM
To: Suncellular; Legaspi, Hector C.
Subject: Re: GPRS Billing Dispute with Ref# 423153



Hi SUN
Please see my responses in bold font:
We would like to inform you that some of your GPRS transactions have not been billed in your previous May 17 to June 16 statement of account. It was unfortunate that the last system enhancement procedure we conducted has affected some isolated accounts in our system.
* That is not my problem, remove those questionable GPRS attempts.
We apologize for any inconvenience this may have caused you. Please be advised that mobile internet is billed based on Php 10.00/ 30 minutes despite the amount of packet data that were sent or received. Also, due to privacy issues, specific websites cannot be provided. Nonetheless, these transactions that were captured by our system are valid.
* How can I be so sure that those were valid attempts?  One thing is clear, you cannot provide the information I've requested then REMOVE THE GPRS CHARGES.
To: Legaspi, Hector C. ; Legaspi, Hector C.
Sent: Tuesday, August 03, 2010 2:27 PM
Subject: RE: GPRS Billing Dispute with Ref# 423153

Dear Mr. Legaspi:

Please be advised that these mobile internet transactions are valid as captured and billed by the system. We are offering  you a special payment scheme that may help you settle your account.

Should you decide to avail our payment scheme, please don’t hesitate to email us.

Sincerely,


Ronalyn C. Isidro
Officer
Customer Service Operations
Sun Cellular

You can check my contested internet charges via Google Docs


I already reported my concern to NTC and nothing happened.  But I am quite sure that NTC ordered to have SUN release some reminders on internet usage.

If you have the same problem, please share via IntenseDebate below.

3 comments:

Rosana Olalde said...

Same thing happened to me just this month. Asking me to pay 800 worth of GPRS usage. when in fact I did not used such service.

Giliw Cando said...

I'm having the same problems... :( It's just over the top...

Eddie Ong said...

the same thing happening to me now with my account ,my bill only this half of october already reached 1,200 for gprs usage at that very same international phone # when in fact i never texted or call that #, now i'm sure that this is a system error on part of sun cellular.how come that this international phone # 9220000000506 thats being disputed is also the one thats being charged on my account?

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