Converge ICT Solutions Inc. Complaints

I paid 4000 for my installation fee and security deposit last April 8,2020 and was told to aait maximum of 15 days to get my internet service installed. Someone called me last Thursday and said they will be installing it on April 26 but no one came. Tried sending emails and messages thru chat but never got any resolution from you! How could you be like that incompetent and rude not to even update your customers of when the internet service will be installed???!!! You should all have access as to when an installer be able to go to your customer’s place and not just answer us with just a generic reply WAIT for it!!!! Too much of waiting CONVERGE!!! Better be sure to expedite the installation or else, I’ll ask for a refund!!!!
Account Number: 0020230702736

I have been waiting for 1hr for my turn. I called around 4:54pm and around 5:55pm I was the next customer to be assisted. When I got connected to an agent, he/she was not responding to me. Maybe somehow the agent put the call on mute because its almost 6pm and their shift is about to end.Thank you for nothing

Mar.28 nagstart ako ng application ko
Apr 7 nagbayad na ako through UB app
Apr 14 may tumawag saken na ang sabi Apr 22 na daw ako iinstallan
Apr 22 namuti na mata ko sa kakahintay walang dumadating na installer
Apr24 tumawag na ako sa customer service via website nyo, nakausap ko representative sabi saken ifollowup daw nila sa dispatch team maghintay lang daw ako ng 24-48hours
Apr 26 wala pa din dumadating na installer

Ayan po ang time frame ng application ko, kung makikita nyo almost 1 month na ako naghihintay para makabitan ng internet.Matatapos na ang lockdown wala pa din akong internet! Parang hindi naman tama ito, kahit simpleng update man lang ako pa ang gumagawa ng paraan para malaman ko kung ano ng status ng application ko. Please do something kasi nauubos na ang pasensya ko kakahintay. Gusto ko lang naman mainstallan na ako yun lang.

Ano na po status ng installation with Reference number SS-02-678232.

Nagbayad po ako 27-Feb-2020 pa, hanggang ngayon di pa rin na install.

Sana naman po ma priority nyu ung installation nung sa akin para makapag work from home na ako.

Umasa ako na bago mag lockdown eh maikabit ung internet ko, pero hanggang ngayon wala pa rin. Mag 2 months na ko di makapag trabaho kaka antay sa dispatch team para ikabit internet ko. Nakiki usap po ako na sana ma priority ung installation nung sa akin para makapag trabaho ako at may maipakain sa pamilya ko.

The contractor called me about the schedule of installation. They are asking kung ano ba daw kailangan pag pasok sa village and sabi ko nainform ko na ung village na may magiinstall and they promises na maiinstall on the week of April 12. But until now hnd pa rin ako naiinstallan. And ung customer service nio puro follow up and report lang pero walang nagagawa dahil hanggang ngaun hnd pa kami nakakabitan. April 25 na ngaun hnd pa din kami nakakabitan sobrang nakakadisappoint ang service nio. Very very poor service

Dear Convergence Team,

Its been a month for my application but still I don't have WiFi. My neighbor Leo Delgado have their WiFi for 1week only, I applied first, I paid the 1,500 fee first. Then today you're installing WiFi in front of our house another neighbor again. This is really disappointing, I don't know if you guys are doing this in purpose. Can you please install my WiFi. I called multiple times for this for my work at home. Please give me a call. I can pay extra if needed. My information is as follows:

Account no.: 0020230698822
Name: Joylyn B Salvador
Email address: salvador***@gmail.com
J.O no.: 0000322375
Address: 2320 Arellano St. Brgy 777 Santa Ana Manila


Sincerely,
Joylyn B Salvador

I, wife of Rholly bala de guzman, with the account number of 0020230699178 still waiting for the installation of our internet connection.

we applied last March 31 and paid the amount of intial depost of 1500 last April 2 and until now no installation happen to us. I followed up my application to the numerous chat, phone agents.. I also sent an emmail to the dispatch team for the urgent response on my request but getting an answered of "wait". I called on customer support and click2call but the answered to me is to "wait". Today is April 21 and yet no group of converge come to may house and install. I understand that uncertain times we are having right now, but the government allowed the telecommunication and other internet provider to work and operate due to most of the employees today is work from home and i'm one of them. I've been very patient in waiting but how long we need to wait to get installed? I have neighborhood that got installed in just 7 days, the fact i'm the first who made the application and got paid. How does the dispatch team manage there work? procedure? This should be first in first out, not palakasn!. In your facebook page there's so many complain about the process of installation on converger. You can see it here.https://web.facebook.com/groups/246628322887462/.


This complain is also for the management to know how your customer being treated on this time. Hope that i'll be getting my answered on my question, on when the converge team go to me and install? If not how long, days, weeks, years we need to wait for this process? If is this could take after the declation of total lock down on our area I will file a complain to NTC and request for a refund.

Note i already have the barrangay clearance in preparation for the installation date but no one would come to me.

Attcahed here is our date of payment, status of application and other docs that prove how i'm patient in waiting for your service.

I already deposited the payment and I've been waiting for them to Install my internet for 10days now as they've promised me. Now, my BPO company is demanding me to have an internet connection or else I will be out for work. I don't want to lose my job just for this kind of issue. I need my internet to be installed asap. Thank you.

I live at Mexico, Pampanga. I believe that converge is growing business here for it is building up many customers.

Btw, I am not a customer of converge ICT but this concern is about their cable wiring, my dad noticed that the cable wires are not properly tied and thinks it's dangerous. I completely agree with him because he is an electical engineer and even in my perspective, it is dangerous. I will attach the photo i took just now.
It's been months since we saw the defect. Please fix this as soon as possible. Seeking for your assistance because even though we are not your customers, you should consider the neighborhood's safety.

Should you ask for our complete address, please email me at tanchia***@gmail.com.

Please, Thank you,

Jill

Dear Converge why you gave me billing statement stating my two months bills with penalty.. why dont you gave us a consideration regarding this lockdown we dont have work and money during lockdown how could i pay this billings and also you put a penalty.. we cannot go out even food we dont have how could i pay for it.. we are just asking for the waving of the bills.. i am jacqueline gamboa and my mother is the one who have the account in your company since my mother is already sick and she is senior already i should be the one to wrote in her behalf.. our address is: 1425 urduja street barangay tabun mabalacat city pampanga.

After they have confirmed the my application has been cancelled I received an SMS saying that the refund is already available and I can claim the said amount through LBC. In the SMS that they have sent it included a tracking number. I tried to check its validity through the official website of LBC but was advised repeatedly that it was an invalid tracking number. It seems that they only sent that sms thinking that there was no way for the customer to check if it is a valid tracking number since they are under the impression that there wouldn't be a branch open.

We applied for internet connection last month and was approved. After the payment was posted we were advised that we are just waiting for the installation date. We received a call today that installation was not possible due to the lockdown. When we applied the lockdown was already implemented but they went ahead and processed the application.if we were advised of this possibility we will not continue with the application. Now we are requesting for the refund so that we can apply with a different company. We were told that they can only process the refund after quarantine because LBC is closed. We really need the money back not only for internet connection but for daily expense as well. We paid ₱4000

Last feb 27 2020 I already email for my site transfer in CONVERGE ICT and then they acknowledge my request. Before ECQ is been issued i laready call their hotline for follow up but none of them are answering they always busy on the line. Until now APRIL still processed my request as per advised the people in their admins in their group in facebook. Last week and today CONVERGE ICT installer go here in our area and none of my name listed for their site transfer. 1 month i been waiting for them. I see in their groups in social media if new costumer 2-3 weeks they installed , I almost one year using CONVERGE ICT im a good payer also why is the reason why they cannot installed me for site transfer. Very poor service. I need to transfer my wifi in my new unit i already paid the new unit because my end of contract here in old unit is March 24 thats why i need to pay my old unit everyday because the wifi is their me and my husband are work from home thats we need internet. They cannot understand the situation how many months i wait for my site transfer.

It's been forever since we subscribe to get an internet connection to Converge. Status still No pole attach. even though we follow their instructions to build our own pole. I spend almost 800 pesos to have that pole build. The guy who supposed to install it said the pole is fine and he will comeback a day later to finalize so we can have our internet connection which obviously didn't happen. Called our agent and your customer service multiple times now and we keep explaining everything since they dont bother notating or documenting it from their end and they keep saying they will create ticket but guess what nothing happens. I Call them again after the said time like after 72 hrs and guess what--- Nothing. They dont have any idea about the said ticket the previous rep mentioned and they will start all over again. tried to call the agent once more for update who sent the pole picture to your cs and the agent even have the audacity to ask us to stop talking to them. What an asshole. Now it's the ECQ time and we are still sufferring. Cant do my job due to lack of internet connection and can't even have my money back. I hope you guys had fun playing your customers. If you still care just atleast fix this or refund me my money back and the 800 pesos I spent for that fucking pole you guys ask me to build.

I already filed the application way back March 25. Paid more than 4 thousand pesos just to continue the process of install They have mentioned that 1-2 the service will be install but the service is now on hold. Their customer service representative is making their customer feel stupid

We have moved to our new residence last Feb 15, 2020. Prior to that i already filed a transfer request with complete needed documents. Few days after, installation team texted me telling me that they were halted by HOA (Home Owners Association) because of an ongoing unsettled agreement that i was not made aware of. We went to HOA and we were told that they are waiting for converge to respond but to no success. I made numerous calls to converge ict support but all they say is they will make a report and will send it to their incompetent concerned team (one of my calls was with rep Kobe who was the first or second rep who hung up on me). Then here comes Covid 19, they keep on attempting using it as an alibi. Until today's incident totally made me fed uo with all of them. 3 reps hung up on me, Jean, John, and Raj. Other reps i spoke to were named Josh, Michael, May, Jervis, Blue, Ashley, (i lost my paper where i wrote the names of the other reps) and a supervisor named Rowee who somehow made few callbacks but ended up to be as incompetent as the other reps. I never had any satisfaction with anyone i spoke to about this. Now, my employment is at stake since a possibility to lessen work hours might be implemented and will first affect those who has poor internet connection since my only means now is using my cell phone via mobile usb tethering for my pc. Pls respond and take action on this.

I have made a request last December 2019 to transfer a Converge account to a different but able for fiber/wifi connection location.

The response time by Converge, or Converge Customer Service, was VERY SLOW. We considered that it was December, and it should be a joyous holiday for all of us, but come regular business days (January), we STILL HAD NOT RECEIVED A RESPONSE from Converge.

Due to the LONG WAIT, we called the customer service hotline of NCR and of North Luzon (our location is in SJDM), and they always end up saying to just EMAIL them instead, but the problem is, YOU GUYS ARE NOT RESPONSIVE TO OUR EMAILS.

We personally visited the Sta Maria branch of Converge, and they told us that they emailed the main branch for action. They informed us that they could not cater our request. According to them, they do not handle San Jose Del Monte, Bulacan. We contacted Converge NCR, and they told us that they not handle San Jose Del Monte as it should be NORTH LUZON. This back-and-forth throwing of responsibilities got us confused, and your CUSTOMER SERVICE IS NOT HELPFUL AT ALL.

Come March 2020, we have been informed by your agents MITCH and STEFF, that our area does not have coverage for fiber/wifi connection, but guess what? I MADE A DIFFERENT REQUEST FOR A NEW ACCOUNT INSTEAD AND THE AGENT WHO VISITED OUR SITE TOLD US THAT WE HAVE CONNECTION IN OUR AREA.

PLEASE BE ASHAMED OF YOUR POOR CUSTOMER SERVICE.

PAG BAGONG REQUEST, ANG BILIS NYO KUMILOS PERO PAG TULONG SA MGA TECHNICAL NA BAGAY TULAD NITO ANG BABAGAL NINYO GUMALAW.

PLEASE GET IT TOGETHER YOU GUYS.

I've been texting and messaging customer support but they only sent me text messages about my current bill, not the Statement of Account that I need for proper documentation.

I was texted that i have to pay may bill but i dont know what is my billing statement I already call customer service but it didnt help

The installer did not go to my house on the scheduled date.they went earlier, 3 days earlier to be exact. I was not at home since I was not yet expecting the installation that day(Feb 17) instead on Feb 18 or 19. I was asking for another schedule but the installer cannot give a definite answer so does my agent. I am a public high school teacher and currently writing my master's thesis. I originally wanted the installation to be on Saturdays but now, I am willing to sacrifice a day of my teaching work as long as the installer qikk notify me a day prior to the commitment. I will be out of the town on the 27- 29 of Feb and 6- 16 of march. Please consider my work schedule.