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remar Send email
Feb 3, 2015


Sun Cellular Telesales offered me last July 2014 to bundle a broadband plan to my existing regular mobile Plan 600 and I chose SBW Plan 649 with ZTE wifi gadget and unli internet for 24 month holding period. They sent me thru email the document that I signed stipulating that my broadband Plan is SBW Plan 649. The broadband was activated last August 2, 2014, although I got connection problems and called their hotline 333 several times but still the internet is intermittent until now. Much worse, I received notification that I reached 70% of my limit last august 8 and when I called the hotline, the agent told me that my Sun Broadband was already charged to me even though my due should be on the 14th of every month and to my surprise, I was charged of 799 instead of 649. I called again the hotline and asked for reversal and Sun Cellular charged me of 699. I emailed Suncellular and called the hotline to bring my complain that the company continues getting my 50 pesos monthly but until now for almost five months their answers are: 1) "We would like to inform you that this has been coordinated to the concerned group. We will get back to you to update you on this." 2) We apologize for the span of time to respond to your email as we haven’t received yet any feedback from the concerned department. Please be informed that a necessary follow-up has been made to the concerned department to expedite the status of your concern. We will get back to you as soon as we hear from them. We regret any inconvenience this may has caused you." 3) "As checked on records, your concern is currently being attended by our concerned group for further checking. Rest assured that we will provide a necessary resolution for your concern." Paolo Bundac Customer Service Officer Suncellular 4) "We’re still waiting for the feedback coming from the concerned group. Nonetheles, a continuous follow up is made already to expedite the resolution on this matter. We’ll update you ASAP. In the meantime, we’re asking for your patience and understanding." Jefferson Francisco, Customer Service Officer Suncellular 5) "My deepest apologies in the span of time it took for us to respond on your email as we haven’t received feedback from our team. Nonetheless, necessary follow up has been made. Rest assured that we will notify you once we receive feedback from them." 6) "As we read your concern, we can thoroughly understand where you are coming from. We apologize for any inconvenience it may have brought you. Please be advised that a necessary follow-up has been made. We will inform you the soonest once we already have updates." Charlie Patola, Customer Service Officer Suncellular

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