Converge ICT Solutions Inc. Complaints

We had internet connection issues that were happening for more than 2 weeks already. This caused me to lose my job (I am an online teacher). I raised a ticket to them and they replied troubleshooting steps that I need to follow, however, they were not effective and I still had connection issues. I tried reaching out to them hoping for some follow ups but up until now I haven't received any updates. I have screenshots of the mail conversation that we had.

Hi, please follow up my application it's almost 2 months we're already paid, my daughter started online class, we really need internet please. God bless this is my reference number SS-06-1069295

I would like to complain with your converge san mateo and montalban branch. I already paid last july 29, 2020 amounting 2,250 for the installation and deposit. It was said that only 1 week from installation. I already followed up to their offices but until now there is no installation. Even it has under quarantine I always see your installation team here around the eastwood area of montalban but still my internet was not installed.In few areas here they applied after my application and after 10 days only their internet has already been installed. We need the internet already as I need to my work and online class of my children their online class will not start on october 5 rather will start on august 24. We had trusted you to be our internet provider but from application up to installation you had a very long process. You had already many complaints as I check on your fb accounts and feedbacks from other clients too. Can you please help me to my installation. We already done our part and the best that we can. Can you please make an action with these matter.
Thank you very much I hope you can response and act on this matter immediately.

Account name: Katrina Rose Mailed
Account no. 0686-8020-21319

I would like a refund and to cancel the installation I paid for. I am moving out of my apartment cause I lost my job waiting for them to install the internet connection. My job is very dependent on internet. I counted on them as they promised it would just take 2-3 weeks. Now, it's been 2 months already.


I hope they make it right this time. NTC would probably be so proud of their fraudulent scheme. They can't compensate for the job I lost so I really want my money back!

hi good day,

I'm Ana Liza Bernardo Espiritu, I just want to raise a concern regarding on my application, my status is on hold then your dispatch team blocked me on their email (disp***@convergeict.com) a month ago one of your installer/technician came to my house they told me that my nap box is full,but my agent sent me a new nap box, 95 meters away from my house, (CAR002,LP12,NP03,NP04) and your office says that the second one is full even if there's many available ports on the nap box, only 9 ports has a wire out of 16 slots then my agent sent me again a new nap box (TYR001,LP12,N1,N2) its 284 meters away from my house,i was confused on my application on your company.its been a months and i'm still waiting for your service and my system status to update. All i want is to redispatch my application for installation.

Please make an action or solution for this matter. I like your service because your internet speed is consistent compare to other ISP.

Kindly see attach file for your refferences .

I am looking forward for your further assistance. Im hoping that there will be an action for this matter.

Best Regards,
Ana Liza Bernardo Espiritu

Hi, I have submitted my application on 3/20/2020 and was approved and so I made a payment for P1,499.00 for installation, unfortunately, there were not able to push through with the installation last 5/13/2020. I have requested for a refund which I haven't received despite multiple emails and follow up. Please see attachment below for your reference. I hope you can look into this matter. Thank you in advance.

I would like to follow up my installation my daughter will start online classes this aug. 24, 2020. Ive been follow-up 3x to your office at calamba branch and emailed all concerned dept to your office but no response. I thought your installation is just1week to 10days after payment done.how come until now no JO and call or any notice for installation.my application last june 25,2020 and my payment done last july 25, 2020.
Hope for your emmidiate response.Thank you

Below is my convergeict details application.
Account name: Mary ann Empleo
Account no. : 1060702037461
Reference no: SS-06-1147176
Email account: yar***@yahoo.com
Application dat: june 25 ,2020
Payment date: july 20,2020

June 24 created application and on July 14 paid in advance the installation fee with the promise of within 10 days connection will be installed,but now 1 month and still no update and not installed.Want a full refund and retraction of installation

I’m requesting for SOA and it’s more than a month no action was done. They gave ticket number and I constantly following up as well as calling Customer Service and until now no action has been taken.

7 weeks na to, 2 weeks na ko tawag ng tawag sa customer service nyu puro mag antay ng tawag, wala naman tumatawag!

Tapos ung kapitbahay namin wala pang 1 week nakabitan na, kakakabit lang ngayon. ANO UNG DISPATCH TEAM NYU SA CAVITE NAMIMILI NG KAKABITAN.

Halos hindi na ko nakakapasok! ang pangako nyu 7 to 10 days, 3 weeks na ung pinakamatagal dahil may pandemic 7weeks na.

Iaattached ko dito ung kapitbahay namin tska ung agent na nagprocess ng account nya. Namimili kau ng kakabitan, ang gagaling talaga.

Buti kung di kau nanghingi ng security deposit, eh nanghingi kau para maprocess, tapos hindi naman kau magkakabit, madaming nagpapakabit kulang kau sa dispatch team, sobra naman ung almost a month ng pag aantay namin. Tapos malalaman namin MAY KINABITAN KAU KAKAAPPLY LANG! GAGALING NYU TALAGA!


Yan info. BAKA REPLYAN NYU NA NAMAN AKO HINHANAP NYU YAN
Subscriber’s Account Number: 1050602051264
Subscriber’s Name: NICAH IAN BALISACAN
Email address: nicahian***@gmail.com
Address: blk 22 lot 17 19 Ave. St. The istana tanza subd. Brgy. Amaya II Tanza Cavite

Ticket #002534622

I am one of the subscribers of Converge and there are times when I have to report about slow/intermittent connection or no connection at all, unfortunately, no one from their team responds. All hotlines are unreachable and there were times when I had to wait for an hour to accommodate my call, when it was already my turn, my line was put onhold and I wasn't able to talk to any of their agents.
All issues raised thru email are also not answered, tickets are automatically generated and no one will try to respond or even acknowledge the issues and concerns reported. 
We are paying based on our subscription so we also expect good quality and good customer service.

WE HAVE ALREADY PAID FOR INTERNET SERVICE AND UNTIL , WE HAVEN'T RECEIVED AN UPDATE REGARDING THE SCHEDULE AND ALSO WE STILL HAVEN'T GOT A JOB ORDER. IT'S MORE THAN A MONTH SINCE WE PAID IN FULL DOWN PAYMENT INCLUDING THE INSTALLATION FEE. WE'VE BEEN PATIENTLY WAITING.. BUT I THINK BEING PATIENT AND UNDERSTANDING IS NOT GONNA GIVE THE SERVICE THAT YOU DESERVE. IMAGINE THAT THIS IS YOUR FIRST TIME TO APPLY FOR AN INTERNET ASSUMING THE SERVICE WOULD BE GOOD, TURN OUT TO BE A DISAPPOINTMENT.

My internet application has more than 2 months. I've been waiting for so long the status is still for scheduled installation.And every time I try to call to click2talk the operator says my acct is permanently disconnected. Please fix this! I already paid the initial payment of 1500.Please proceed with the installation of my internet coz I badly need it. It is very unfair that other subscriber internet installed in just a week. You must have the rules of first come per serve basis so those who applied first should have the internet to be installed. See my details below and Im begging you to process the installation I badly need internet connection.

Account Name: Geraldine Rosales Penascosas
Account number: 0020230849561
Reference number: SS-06-1099370
Contact mumber: 09666539531
Service Address: 0010 (A) 3rd st cocoville st. Purok 11 ext.  South Daang Hari Taguig City
Email Address: gpena***@gmail.com

I would like to complain about Converge. I, along with many other people have experienced the same. on June 15, l applied for an lnternet Connection and paid 4000 PHP. This is for an installation fee and a month in advance. Their email stated that within 10 days there will be an installation. lt has been more than 10 days and no one from their company has even reached out to me to atleast give me an estimated time of completion


Here you will find the countless complaints of so many people
https://www.facebook.com/groups/246628322887462/?ref=share


The thing that upsets me the most is that they asked for a payment first without even giving the service yet. l hope that you can help us out with this.
Looking forward to hearing from you soon

installers came and told us that our area was needed to see first by their inspector before proceeding installation process.
we've waited for almost 2 months and when we followed up our concern by phone, telephone agent told us that our area was not serviceable and supposed to be refunded.

ACCOUNT NUMBER: 0020230792528
application date: JUNE 8, 2020

Its been a month since they text and emailed me that i my account is scheduled for installation but until now theres no installer came to our house .
I need internet for online class next week .
Sobrang tagal na i applied last june 6, 2020 i paid july 2 2020 until now theres no installer of converge..

Its been a month of waiting for the installation. I'm begging that you take some action about it because we need it for work and online class as well.

June 30 2020 I applied at converge for an internet connection. July 8 I received our acct no. Im obliged to pay 1500 as a guaranteed deposit so that installation of my internet can be scheduled. They guarantee a 10day waiting period for installation...but until now...Im still waiting without knowing when...I decided to go to their San Pedro office here in Laguna aug3...but with all the hassle of waiting hours in line...the only respond I got was the installation will be made within the week...that week passed and no installation was made...It seems that they always promise the same to all other customers that are in line almost everyday (without social distancing)...I even encountered one customer in line shouting slready due to frustration for they waited already 3mos. The manager of that branch was so relax in handling complaints and neglecting their promise to deliver their obligation to their consumers...but still amidst all the problems they encounter regarding installation...they greedily continue to accept new application...my childrens education was hindered because they couldn't attend their online schooling for a week now...please do some action regarding this matter...thank you

I will be asking for a refund its been more than a month since we applied for internet connection here are the details of my account
account name; ROCHRISTIAN S. REYES
ACCOUNT NUMBER : 0020230910389
EMAIL: xiancp***@gmail.com
cp number: 09653518924
address: Blk 8 Lot 13 Kaimito St Amparo Subd Caloocan City

Dear Converge,

My name is John Philip Espiloy and I represent and oversee the Converge application of Mr. Ferdinand A. Espiloy, my Father. His given Converge account number is 0020230858065 and the reference number is SS-06-1141251. We applied for a connection since June 2020.

I would like to file an incident report regarding the non-responsiveness of your subcontractor Fastel Services Inc. specifically Mr. Gary Jenandoy. Allow me to narrate what transpired this afternoon.

Between 1:30PM to 2:30 PM, saw Mr. Jenandoy on my way out and approached him if he was from Converge. He acknowledged and I politely asked him if the application of Mr. Espiloy is on the list and he replied that the name isn't in the list. He said I go to his teammate and ask it him.

When I approached his teammate, the said personnel told me that the list was with Mr. Jenandoy. I went back to Mr. Jenandoy again and when I approached him he mentioned my father's first name and told me that there was a problem with our home address from their list. I showed my Mr. Jenandoy the copy of the proof of billing which bears the same address that we have submitted to Converge two months ago. Mr. Jenandoy just brushed off my explanation and told me that he needs to confirm first with their dispatch. I asked him if he may call and inform the dispatch but he said "may ginagawa pa kami". I understand this and I offered to him that he give the number so I may coordinate with the dispatch. Mr. Jenandoy refused and said "mapapagalitan daw sila". Again, I asked him to whom shall I coordinate with Fastel directly so they'll be informed immediately on the error. Again, Mr. Jenandoy refused. I called Ms. Rowie, the agent that I transacted from the start of the application, and she asked me to get the number of Mr. Jenandoy so her Operations Manager may speak with him, and again, Mr. Jenandoy refused to give his number.

I don't know what the standard service of Converge when dealing with their contractors. I u derstand that there is an error in the printout that's in the list of the installer but why should the installer withhold the information and doesn't relay it to the main office immediately? They Job Order was already there and its only a clerical error that needs to be verified so the installation would push through but instead of the installer relaying the error to his superiors, I was treated with a cold shoulder and was sarcastically told that "may ginagawa pa kami".

It's okay for me if they'll call their office and tell me that they have relayed it but instead, they just brushed me off. Do you know how it feels like to wait for more than two months and even prior to that to wait for more than 3 weeks while you were informed that within 10 days the installation will be completed and finally that when you saw your name in the Job Order, it will not be installed because of an error which didn't come from our end? To make things worst is to have these bunch of installers who doesn't understand and just brushed off the issue.

Also, I thought your "representative" will call for the installation? Why didn't your representative called?

Later in the afternoon, the team member of Mr. Jenandoy called FOR me and asked me to sign a document. In the document, it says that the reason why I was not installed is because of the error in the address. He said "...Report po ito Sir na pinuntahan namin kayo pero hindi po kayo na-installan kasi walang interior ang address nyo". After the continuous pleading I made from them to call their office to inform them about the "supposed" error in my address, they want me to sign a report about that? I have no problem signing that report if:

- Protocol dictates and I was informed in the email that "a representative will call me for the installation schedule"

- They informed their office immediately on the "supposed" error and it was relayed back to me what remedies can be done to rectify this.

Given the above items, I corrected him and told him that "first of all, hindi kayo ang humanap sa akin. Hindi kayo tumawag sa akin. Ako ang lumapit sa inyo kaya hindi nyo pwede sabihin na pinuntahan nyo ako..." He responded by saying "yung kasama ko (referring to Mr. Jenandoy) may hawak ng phone sir. paano ito, refused to sign kayo sir?". I told him "Sa mata ko at sa cudtomer ninyo iisa lang kayo. Converge kayong lahat. Hindi kayo tumawag sa akin then sasabihin nyo pinuntahan not ako." He replied by saying "paano ito Sir, refused to sign po kayo?". I responded by saying "ikaw bahala".

You see, if they really intend to work with their Job Order, Mr. Jenandoy should have acknowledge in the first place the name of Mr. Espiloy from the list he was holding. Maybe he didn't intend to do it and let's give him the benefit of the doubt. But why when I was pleading for them to call their office to check the "supposed error" in address, he refused to do so? Will it hurt to dial in and do this? Again, I have waited more than 2 months for this to be installed and when finally I saw the name in the Job Order, they want to delay it by not relaying it to their office? They literally withheld the information! Also, there is a conflicting statement here. Isn't that a representative from Converge is to call first? I believe that representative is Mr. Jenandoy and he didn't called us up but instead would just show in your door and tell you that your connection will be installed today! Viola!! If no one informed us about the connection then why am I to sign a report saying that they visited my place etc etc wherein that was the opposite?

With this time of pandemic and Converge as a company who is in the communications business, fast, reliable service and unwavering commitment should be part of the company's values. The incident today should have been avoided if the people you sent to represent your company are courteous, respectful, transparent and are willing to go the extra mile for your customer. If they would have just relayed to Fastel Service Inc and to Converge the supposed error and from that onwards have assured me that it will be taken care of, I wouldn't have written this complaint/incident report. Instead, they wasted another day and another day was added to my long wait for connection.

I don't know if this is true, though beofre I chose not to believe but with this experience, I think I can say that it might be true. I was informed before that the delay of the installation is not entirely due to the pandemic but to the delay caused by manpower. That instead of closing a require number of quota, a group of personnel delayed it at will therefore stretching the number of days deviating to the defined timeline. From what I experienced today, the installation should have proceeded since our name is already in the Job Order. However, they chose not to call us so they'll report that they were not able to finish it and be back another day. It was only a coincidence that I inquired directly and found that we are on que in the Job Order but without me having to check on that, I'll still be waiting.

I hope I'll get a response on this.

Regards,

John Philip Espiloy