I can say we are one of the million happy customer of Sun Cellular. We have been very satisfied with their postpaid mobile plan. It was under my Mom's name but I'm the one who pays our monthly bill.
One day, just I think before December ends, my mom, got a call from one Sun's agent advising her that being one of the loyal Sun subscribers, we have been pre-approved for their new USB broadband service. My mom was told by the agent that we will be sent a broadband kit for a 1 month free trial of the service. My mom did not refused given that it was a free trial but she's smart enough to ask if she would be charged the succeeding months if she wasn't able to use it at all. She was clearly advised by the sales agent that the broadband stick will be sent as deactivated and that the "free trial" will commence only when we call up and ask to activate it. Nonetheless we my mom is happy with this offer.
Then the kit arrived I think the first week of January but as we were busy as bees with our work, we are unable to try it so the package is just sitting there sealed and unopened. After a couple of months, I noticed our bill significantly went up and upon checking the charges, BOOM! I saw an additional Monthly service Fee of Php 500 on my statement. Guilty aside, I wasn't able to dispute this right ahead until after a couple of months.
It was March then when we personally went to Sun shop at Robinson's Galleria and raised this issue to one of their consultants. After bringing the situation up, we were advised that they need to coordinate with another department to possibly track the agent who offered us the free trial. They refused to accept the broadband kit as we attempt to return it so they can cut off the service and the growing charges. They also have not asked us to formally write our complain on paper that time so we trusted their word for this.
I was patiently waiting for any feedback regarding our complain hence still pay my bills on time including the monthly Broadband charges. So I've decided to follow my complain up at the Sun shop and this time, my mom was asked to put everything in writing as they said, they will have to escalate this to their Customer relations. Of course, we were not given any feedback that time as no one knows who is handling our complain.
Then came July, we came back again and still unlucky, nobody knows the status of our complain. This time, I have demanded for them to contact us for any feedback and left our contact numbers with them. I lost count of the days and forgot when is the exact date when we came back and ask them again for any news and was advised that someone contacted my mom but she didn't answered. So I am already pissed but trying to hold my temper and just left all our alternate contact numbers for them to phone if my moms is uncontactable.
Guess what. Now it's already November and yet a single word, we have not heard any regarding our complain. So how do you rate my patience now? Seriously, I am not posting this as a threat, as I am willing to continue using their service, but for God sakes! Can anybody try and resolve this?
I'm becoming impatient with this as to top it all up, you have disconnected our service just because we are a day or two delayed with our payment? Yet twice in a row, I happily paid for Php550 because you refused to reconnect it without paying the penalty! So how was that compared to the dispute I've been shouting for almost a year now? Do the math and try to figure how much money I now have to dispute against you!
Note to the Sun Management: I'm now ready to take legal actions due to your unacceptable Customer service. I'm hoping God would hear my prayers and help me keep righteous.
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