Globe responds to P3.27M bill shock case

MANILA, Philippines - Globe Telecom issued on Wednesday a statement responding to a P3.27-million bill shock case raised by one of its postpaid subscribers.

Elmer de Guzman, who enrolled last Nov. 10 in the network's Bridge DataRoam Unlimited promo during his trip to the United Arab Emirates, got billed a total of P3,272,623.38. Social media went abuzz with de Guzman's case, details of which he posted online.

Globe said based on its record, the subscriber data usage was at 11,139,210 kilobytes which would amount to more than P3 million inclusive of surcharges and value-added tax.

"Unfortunately, based on our initial findings, the system did not apply the correct zero rate for promos on the data usage which inadvertently caused the bill shock," Globe said, adding that it is investigating if there are similar cases of bill shock in areas where the promo is offered.

"Globe has reversed the charges to reflect the correct amount in the subscriber’s billing statement.  We assure our subscribers that queries on their billing statements are welcome and clarifications will continue to be given priority by our customer service personnel," the telecom said.