Globe is about to tighten securities on third-party value-added services (VAS) providers that affect their prepaid customers. Specifically, those that customers mistakenly consider as “nakaw load”.
These supposed unknown or mistaken load deductions happen when consumers, whether unconsciously or not, click on online advertisements and links of VAS providers. Although as a rule, customers should be notified with a verification code via SMS if they wish to opt-in to these services as well as the instructions for subscription and cancellation. However, in some instances, these providers automatically enroll customers without proper notification or consent. Which results in the deduction of a customers load.
Globe General Counsel Atty. Froilan Castelo said,
“We want to assure our customers that we have clauses in our contracts with partner content providers which penalize those who resort to fraud. We are also implementing stricter opt-in guidelines to make our customers aware that they are signing up for VAS subscription which entails charges.”
Globe also wants to remind their customers to text “HELP” to push text messages with access codes to verify their service status, then text “STOP” should they wish to discontinue the service. Apart from this, the telco also has a prepaid load notification service called Load Watch. Which helps prepaid mobile customers receive real-time load balance and load usage.
They are also encouraging customers to continue to report such incidents so that it may be investigated and properly addressed and have issued an advisory (see above) on their Facebook page about this matter. You can reach out to Globe via their communication channels below.
Twitter: @talk2globe
Facebook: Globe Telecom
Customer Hotline: 211 (Mobile), 730-1000 (Landline)
source: Globe
