Hi,

I have always had some concern regarding my monthly bill, and as what you can
observed, due to these concerns, I decided to not pay my bills yet until I have
sorted these issues out. From there, I would take the next steps- either to continue
the service, if my questions and concerns have been clarified and satisfactorily
answered or to just cancel the service altogether as this has been causing me so
much trouble.
Where do I start?
Okay, first off, what I understand from the plan I decided to take (Power Plan 250) is
that I have around 52hours of consumable internet usage and overage from that
number of hours is equal to ~Php 1.46 per 15min. (This was verified as well to me
by various Customer Rep I have spoken to.)
Second is that these Usage Charges that I would find in my e-SOA are supposedly
my overages per cut-off.
Lets take this latest e-SOA I received, Billing period of July 20- Aug 19, 2015 and is
due this Sept 19, 2015 as an example.

It says that my Monthly Service Fee is 223.21 and my Usage Charge is 114.21so
question number 1:
Is that supposed to mean that my overage for this billing period is 114.21? And I
have consumed all my ~52hours of internet usage?
BUT
I have these screen shots of my running balance (unbilled usage charge for this
billing cycle) on the cutoff date and a day after that (Aug.19 and 20).
See next page.

Aug 19 12:38:18 am

Aug.20 12:57:57 am

As you can see, it is nowhere near Php 250 which is my monthly service fee- which I
was told over and over again is consumable. I was expecting for my latest e-SOA to
reflect that my Current Charge will just be around the amount of Php 250.
I have observed this for quite some time now but this is the only time I really
documented it since I already got so frustrated. Im fine with paying the whole
amount, if and only if, I find this to be the true amount I should be paying.
I have spoken to one of your representative before (around July), he said his name
was JM (I know this could be not his real name, sometimes CSRs give aliases or
other phone names) and what he said is that since December, my account has a
problem. He said that instead of Php 250 consumable, my running bill is charged on
top of the MSF. Then I thought, yeah, that would make so much sense! So, he gave
me a reference number, saying that he already created a note about the problem
and that I would be eligible for a refund/adjustment to my account once you
investigate the issue. (Ref number: 2323229)
He said to call after 5 working days to follow up on the issue. I called a couple of
days later and I was told that they are still looking into the issue. The next time I
called (August 9th according to my phones log), I spoke to Czarina and she told
me that there was no problem with my account and that I really have overages on
my internet usage. So that was then I decided to document the statement above.
I know this is getting rather long, so if you could answer some of my inquiries and I
am thoroughly enlightened with this, I will put my case to rest.
So,
1. Is the Monthly Service Fee (MSF) of Php 250 consumable or not (~52hours of
internet usage) ?
2. What are usage charges? Is it really overages? How is it different from the
MSF?
a. If indeed they are overages, can you explain how could that be
possible when, as you can see from the screenshots, unbilled charges
on and after the cut-off dates shows that I am still not over 250php
does that validate JMs statement that there is indeed some problems
with my account?
I rarely use my internet plan, usually only on weekends as I work on a night shift
and my day offs are on a weekend. I feel like I am not getting the best out of this
service and paying more than what I should be paying for. So if you could enlighten
me and answer my inquiries, I would appreciate it.
Hoping to hear from you soon.
Regards,
Charlene