COMPLAINANT: Leonida S.

Almanza
ADDRESS: 2783 R. Cruz St., Gagalangin, Tondo, Manila
EMAIL: lsalmanza2@gmail.com
CONTACT NUMBER: 09185831541
RESPONDENT: PLDT Inc.

THE DIRECTOR
FAIR TRADE ENFORCEMENT BUREAU
DTI Fair Trade Enforcement Bureau (FTEB)
UPRC Building 315 Sen. Gil J. Puyat Ave.,
1200 Makati City, Philippines

NARRATION OF FACTS:
From the moment we’ve availed of the supposedly “upgraded” PLDT service inclusive of
a landline and internet at the amount of PHP 1849.00 monthly, there has been a constant
problem with their service.

We’ve had countless complaints before, the latest would be from December to present.
They would always close our complaint ticket despite the lack of action and completion. Our
constant problem is their failure to deliver the allotted 4 Mbps that they should be fulfilling in
exchange of us paying the monthly bill. However, our internet speed wouldn’t even reach 2
Mbps or worse, we don’t get to have internet at all. My son cannot even do his work from home,
even when he’s not feeling well, due to the slow internet connection.

Now that we’ve found another service provider in our area, I immediately grabbed the
opportunity to do so in hopes of receiving better service despite the higher fee of PHP 2,500.00
with the promise of internet connection reaching 75 Mbps. Thankfully, this service provider is
giving us the allocation that we are paying for. After founding and trying a service that is worth
our money, I’ve decided to have my PLDT service disconnected. However, upon contacting an
agent of PLDT, it appears that I would need to pay a fine of PHP 15,547.00 due to a
withstanding contract from Dec 2017 which will last until January 2021.

It pains me that I would have to pay such a huge sum of fine just because of a simple
TelPad that we cannot even use because of its technical shortcomings. Of course, the biggest
problem would be their poor service as well. They’re not fulfilling their end of the bargain by not
giving us the allocation I am paying for monthly. Had they been good service providers, there
will be no need for us to look for another one. Their failure to deliver these past few months, and
even before the upgrade, has produced all sorts of inconvenience to my family and I, who is
working as a teacher.

DEMAND:

For the supposed fine to be waived so we can have our PLDT service disconnected.
PROOF OF TRANSACTION:
GOVERNMENT ID OF COMPLAINANT: