Converge ICT Solutions Inc. Complaints

Liezl Jean R. Nitro
1323202009840
JC 354-05 Km 5 Brgy. Pico, La Trinidad, Benguet
09512447671
liezlj***@gmail.com
Reference # SS-01-1885924

I'm Liezl Jean Nitro po, nag apply po ako sa Converge nung January 13 ng 1pm.
January 13 4:50 pm - na received po ng converge yung Application ko.
January 14 2:59 pm - I've paid the initial payment of 1500 through Gcash App
January 14 3:31pm - Converge received my payment (see attachment for the proof)
January 15 10:37am - pumunta po yung installer chineck po yung box na sinasabi nung agent namin pero sabi po ng installer na wala daw pong slot pero sabi po ng agent namin meron daw sinasabi lang daw po ng installer na wala (see attachment for the screenshot of our conversation) So naghanap po sila ng slot kaso sobrang layo daw po kaya magdagdag pa daw po ng 100-150 meters pa daw po and kelangan daw po magbayad ng 2500-3000 pesos para daw po sa wire na gagamitin, sabi po namin for installment nalang po and hindi po pumayag yung installer kaya for survey nalang daw po
Jan. 15 5:14pm - sabi po ng agent na for Refund nalang daw po
Jan. 16 12:38am - nag email po yung converge na queued for installation.
so naghintay po kami till the end of the month pero wala pa din po

February 1 to 6 - nag email po ako for the REQUEST FOR REFUND and CANCEL APPLICATION dahil sobrang tagal na po and wala pa din pong installation na nagaganap

hindi po ako maka punta sa Main Office nila dahil po GCQ and bawal po kasi lumabas ang bata my 3 years old po ako na anak.

I hope you can process my refund as soon as possible. Thank you

INTERMITTENT-SLOW-FLUCTUATING INTERNET CONNECTION
It has been like this for months and they are not doing anything.
I'm paying on time but the services they are giving are poor, they don't respond to concerns!!!

HELLO CONVERGE ICT. SOLUTIONS I Just want to refund my security pay for my application that costs 1,500.00 only 4 mons. Na simula nung nabayaran namin antagal niyo ikabit pina cancel na namin now I just want to get my refund.yung portal niyo punong puno na di kami makapag fill up don. Pls follow up my concern thank you very much.

Nagpadowngrade ako ng plan from plan 2500 to plan 1500 nung July 2020. Simula August 2020 ang binabayaran ko ay php1625.00 kasama na dun yung installation fee na php125.00 Tapos netong nakaraan 1/22/21 nagbayad ako ng php1625 para sa January Bill ko. Pinutulan nila ko ng connection 1/27/2 dahil meron daw balance na php5,291.35 sa system nila. Hindi pa dw kc nag update yung downgrade na plan ko sa system nila simula August 2020 hangang January 2021 kaya my balance. Wala daw sila magagawa kundi bayaran ko daw ang lumalabas n balance sa kanila para maibalik ang internet ko advance payment ko na daw yon.
Bakit ako ang magtatama ng pagkakamali ng ahente nyo sa office sa Molino Bacoor? Ginawa ko yun part ko bilang customer nyo nagpa downgrade ako at nag bayad ng php1,000.00 na downgrade fee.Anong silbe ng bayad na downgrade fee na php1,000.00 kung hindi nyo pala aayusin yung plan ko sa system nyo. Wala akong utang at bayad ako ng January. Dapat icredit nyo yung araw na wala akong internet dahil work from home ako napektuhan nyo na trabaho ko. Idadaan ko to sa legal kapag di naibalik ang internet service ko.
Pakicheck ng history ng statement of account ko.Mkikita nyo September bill yung plan ko php1625 pagtapos ng September plan 2500 ulit.
Eto account number 1050602036213

Account name : Nimfa Cunanan
Account Number : 0020230884557
Ticket#004618442

Gusto ko po ireklamo ang Converge dahil noong January 25 2021 po ako ay nagpa-upgrade ng internet speed sabi sakin ito ipa-process lamang ng 3 oras ngunit hanggang ngayon wala pa din kaming internet connection napupurwisyo na po ang aking trabaho sapagkat ako po ay 6 na araw ng di nakakapagwork wala po akong sinsahod dahil sa kabagalan at kawalang aksyon ng Converge tuwing tatawag po ako sa knila lagi akong pinaghihintay ng 24 hrs to 48 hrs at kapag akoy tatawag na ulit di pa din nila alam anong problema at pagaantayin nanaman ako ng 24 - 48 hrs ang nakakainis pa po mga batos mga tauhan ng Converge. Sana po kami ay inyong tulungan at magkaruon ng punishment ang converge dahil sa npakupad na serbisyo.

Account name : Nimfa Cunanan
Account Number : 0020230884557
Ticket#004618442

Gusto ko po ireklamo ang Converge dahil noong January 25 2021 po ako ay nagpa-upgrade ng internet speed sabi sakin ito ipa-process lamang ng 3 oras ngunit hanggang ngayon wala pa din kaming internet connection napupurwisyo na po ang aking trabaho sapagkat ako po ay 6 na araw ng di nakakapagwork wala po akong sinsahod dahil sa kabagalan at kawalang aksyon ng Converge tuwing tatawag po ako sa knila lagi akong pinaghihintay ng 24 hrs to 48 hrs at kapag akoy tatawag na ulit di pa din nila alam anong problema at pagaantayin nanaman ako ng 24 - 48 hrs ang nakakainis pa po mga batos mga tauhan ng Converge. Sana po kami ay inyong tulungan at magkaruon ng punishment ang converge dahil sa npakupad na serbisyo.

Our converge account at Misericordia street Naga city in my name Evita JImenez (addresss: 39 Misericordia street Naga City has lost connectivity since typhoon Ulysses in November 2020. But I paid the November bill. I went to the Converge office many times since I am senior citizen and with Covid 19 I was not given priority and only when I forced my way to enter I met the in charge who took down my complaint and promised repair and refund. December 2 2020 but until now no action. NO WIFI at our house. I am now in Manila with wifi access PLDT but going back next week!I also complained with the committee on consumer rigts LGU Naga but still no action. The committee said that they would look into the matter. Please take action

Nagbayad ako ng eksaktong amount sa agent Cess Aurelio, until now di pa na-install yung net ko. Naka-hold ang status ng application ko. wala daw nap box location namin, pero meron naman. Yung installer nila hindi naman nagpunta sa location ko.Tapos di na aq nirereplyan ng agent na to.
accnt#: 1151502043422
ticket#: 004570436

I cannot access the refund form provided by customer service sent to my email. Please resend and ensure that we can open it and fill out. So that i can start my refund process. It's been 6 months and until now no resolution yet bet initiated. Thanks

I got my internet service connected last November 2020 and around Mid December I realized I have not received any billing statement from Converge. So, I logged on to their app to check and it won't generate the billing statement plus my account status is showing as applied not active. So I created a trouble ticket and sent an email as well in different times hoping to fix the issue. I decided to call Customer Service to report the issue and a ticket was provided. I have been calling them every week since January 5th to follow up on the ticket number 004402451 until today January 22nd. And I've been getting the run around that they will escalate the concern wherein it's been 2 months and the issue has not been resolved. All the representatives I spoke with can't give me an exact time frame when they can reallign my account so the system can start generating the bill, view the billing statement using their app plus my account will show as active. On today's call I asked for supervisor hoping to get a concrete resolution but I was placed on hold long enough to decide to disconnect the call.

Hi,

I would like to apply for a refund:

• Account Name: SOLOMON JARDINEL SURTIDO
• Account/ Application Number: SS-07-1310385 / 0020230892256
• Complete Service Address: DELNACIA 4 RIVERSIDE BRGY.
SAUYO QUEZON CITY
• Contact Number: 0935-053-2543 / 0906-514-0643
• Email Address: michelle***@gmail.com

The said application doesn't have feedback after the payment was done dated August 2020. I have already filed a refund with ticket # Re: [Ticket#004069318] E_FTTX_0000_CIC_0000_REQUEST FOR REFUND.

This has been taking so long and heard nothing from you guys. All I want is to refund my money.

I am not happy with this application. No feedback or updates after the payment was done. I have sent multiple refund application but no one respond.

This is very frustrating. I am so disappointed. I hope someone from your department would hear me and process my refund. I just want my money back.

Thank you,
Solomon Jardinel Surtido

I applied for a wifi service with Converge last January 15, 2020. It was approved and the installer went to our place yesterday. But our area was unistallable because the NAP box was full. Then, I contacted the agent who assisted me for the application. I requested for a refund of the ₱4000 which I paid thru Gcash. But the agent were ignoring my calls and messages. I want the refund to be expedite.

Hello CONVERGE,

I am once again following this up.

My request was initiated January 4, this customer service is bad. I wanted Converge Internet because I know you provide fast connection, but again, as stated in my previous email and attachments, I already paid P4,000.00 to the given account number "0020231159266" on December 24, 2020.

When the technician visited our building to try and install the modem, I was then informed Converge was not available!!

Now I want to cancel my application and refund the money, the reference # is "004395560"

I already submitted every document thay you required!
- valid ID
- letter of cancellation
- proof of payment

But until now, I have not received any type of feedback.

Please treat this matter as urgent, as I have been waiting since January 4, 2021.


Regards,

Vargas Ilijiah S. Patag
0908 888 3607

November I Applied for service but due to long process and wait time of installation I called customer care and asked to just cancel the installation, and requested to refund the deposit. Filled out the form and sent it right after the service cancellation ( Stop Installation ).

I was give a ticket number and been calling for weeks, to follow up - I was advised that this would only take 10-15 business days but's it's going on for 2 months.

January 14, 2021

Converge ICT
Reliance IT Building, 99 E.Rodriguez Jr. Ave, Brgy. Ugong, Pasig City, Philippines

Sub: Complaint Letter for Poor Internet Services

Respected Concerned Authority,

With due respect, we are writing this letter to inform your office that our IBIZ FIBER PLAN 10 MBPS Internet Connection is disturbed, dropping, intermittent for the last few months and weeks and days. We are facing trouble as we are fully dependent on the internet due to our Cloud System, Business E-mails, Zoom Meetings, Google Meetings and so on. Most of our work and business transactions are being done online and for that, we need a proper and a stable internet connection.

We have already made several complaints via e-mail, sms and other forms but no one took any action upon it. May we request that you send someone from your office to check our connection. We expect a quick response as satisfying your customers should be your first priority. Thanks

Moreover, we are planning to upgrade to IBIZ FIBER PLAN 20 MBPS but you need to fix your existing service first and you must assure us that we will fully benefit and we will experience a good service once we go for the upgrade.

Kindly fix your internet service as soon as possible and provide us with the best of your services. We hope that you will find our matter concerning and work on it as soon as possible.
Thanking you,

Donald Eda – IT Administrator
Villages Water Supply System, Inc.
B-8 L-14 PH-4 Mansfield Residences, Santo Domingo, Angeles City, Pampanga 2009
Account Number: 0020010354352 / 0020010398625
CP: 09430415457

I tried calling their customer care hotline 86670848 at least 5 times with at 2 days interval to follow-up with an internet connection problem. The reason for the series of follow-ups because the way their customer experience representatives will handle your concern is like parrots saying the same answers as if they are reading a manual and treating each call as one and the same. Remember, in 5 times that I called, I was able to talk to different people but the way they handled and conversed were exactly the same. I mean almost word for word. They will tell me that to wait for 2-3 minutes because they will make a report and then later they will tell you that they have forwarded already the report or escalated it. Further will reassure your that within 24-48 hours your problem will be resolved - Lo and behold it's already 10 days but until now nothing has happened. You have to be fair to your customers. I am not sure if Converge ICT is just trying to outsource their customer service but I am telling your, they are not doing a good job which will defintely affect the image of the company. As soon as the new Telco will start operating by March, I just hope and pray that your existing customers that are unsatisfied because you treat them unfairly will not transfer. Remember, 1 unhappy customer could share 10-20 more people of the bad experience/s they have from you. Think of the multiplier effect. I hope you will change and improve. My complaint ticket reference # is 004438979.

I tried calling their customer care hotline 86670848 at least 5 times with at 2 days interval to follow-up with an internet connection problem. The reason for the series of follow-ups because the way their customer experience representatives will handle your concern is like parrots saying the same answers as if they are reading a manual and treating each call as one and the same. Remember, in 5 times that I called, I was able to talk to different people but the way they handled and conversed were exactly the same. I mean almost word for word. They will tell me that to wait for 2-3 minutes because they will make a report and then later they will tell you that they have forwarded already the report or escalated it. Further will reassure your that within 24-48 hours your problem will be resolved - Lo and behold it's already 10 days but until now nothing has happened. You have to be fair to your customers. I am not sure if Converge ICT is just trying to outsource their customer service but I am telling your, they are not doing a good job which will defintely affect the image of the company. As soon as the new Telco will start operating by March, I just hope and pray that your existing customers that are unsatisfied because you treat them unfairly will not transfer. Remember, 1 unhappy customer could share 10-20 more people of the bad experience/s they have from you. Think of the multiplier effect. I hope you will change and improve. My complaint ticket reference # is 004438979.

We upgraded my plan last year, late October. The new modem was delivered only 2 weeks after and did NOT have internet service for the past 2 weeks of waiting. We weren't home when the modem was delivered so our neighbor kept it for us. We went home January 10, installed the new modem AS IT WAS INSTRUCTED THROUGH THE PAPER - STILL NO INTERNET - WAITED A DAY FOR IT TO WORK - STILL NO INTERNET! WE CALLED JANUARY 11 - WAS PROMISED THAT THE INTERNET SHOULD WORK WITHIN 24-48 HOURS, STILL DIDN'T! JANUARY 13 WE CALLED AGAIN SEVERAL TIMES - STILL NO INTERNET! CALLED AGAIN TODAY - JANUARY 14, 2021 - AGENT SAID THERE WERE NO TICKETS MADE! WTH! WE CONTACTED THROUGH CALL, EMAIL AND THE APP! NO REPLY! THE LAST AGENT I TALKED TO EVEN ENDED THE CALL WHEN I ASKED FOR A SUPERVISOR!

Hi, I submitted a Billing Dispute to Converge around October 2020 regarding a Bill Dispute to Converge. The reason for the dispute was due to delay Transfer of Service to a different address. I requested for my service to be transfer to a new address since we move to a different house roughly around last week of July then August came and then September but still Converge hasn't transferred my service yet but still charging me for my monthly service, which I disputed in October 2020 after they transferred my service but its January 2021 now and I still hasn't heard anything from them since then. I keep on calling every now and then but their Customer Service keeps on saying the same thing that it was already been expited and will only take for 7-10 days to be resolve and yet I'm still here waiting for resolution and already tired of calling them.

My internet service was just got installed last 01/07/21 then around 12:00 AM, 01/08/21, I already lost my internet connection. After more than 48 hours, my internet connection was restored but after 24 hours, I lost my connection for more than 48 hours again. I can't understand why they are still accepting new applications when they cannot accommodate the number of consumers that they currently have. The after service is also the worst thing I experienced since they are almoat just ignoring the complaints of their customers on their social media pages or even through email.