Contact Smart Support

by Six Sigma Neo

I visited and stayed in the Philippines back from 2021 to 2023. I used this Smart service and their Smart App for my phone during my stay. I reloaded my phone for Data service using my WellsFargo (U.S.) bank account connected to their Smart App in 2022, but they double charged my bank account and never returned my money that was stolen or double charged. Their customer service is useless to non-existent, because I spent hours waiting to connect to a real person agent multiple times per day for two months. They did not and would not return the money they stole from my account even with proofs of evidences from the history of charge with confirmation numbers, dates, and times in both the Smart App and my bank account. They did not even offer to credit the money they double charged for data service instead of refund. I could not contact my bank from there, so the money they stole is theirs to keep. I Do Not recommend this Smart Service when you go to the Philippines. It was one of the worst experiences being there. Until now, their social media pages seems to have many complaints from local Filipinos whose local bank accounts were charged and never refunded or used the money they stole for their services.

by 121 Degrees East Of GMT

This app has been an annoyance since it was launched. All the tech but with UI/UX design flaws. Buy plans for my Smart phones and PLDTWiFi - happy to take our money and sell plans. “Use GigaLife and not SMS” “we’re killing off SMS purchases etc.” but it’s still there. It feels like this is all managed by the marketing department with no input from tech or customer service.

With many apps users will receive alerts that a plan will expire but not this one. All we get is an SMS message saying your plan just expired - and that’s IF our local cell tower is actually functioning.
Trying to use LTE for data can mean waiting hours for a data link meanwhile can’t do business. Many times I’ve gone to check my balance or buy a plan and the app says “no internet connection- please try later”

That’s really wonderful customer service!! If the app warned us plans will expire in an hour or maybe 3 hours we could renew in the app or perhaps set to auto renew? There’s a section in the app menu for promo alerts and messages - but it’s always been a big blank.

Thanks to the lack of built-in customer service features my PLDT plan recently expired and I lost my 90GB data balance - also my Smart plan has expired a number of times with a loss of needed data balances (for a road trip) even when I renew the moment the SMS arrives.

Make the app a far better one and I’ll change the single star rating. Keep it as it is then…

by RR BirMar

I am frustrated that this app does not reflect my remaining balance in the app. I have loaded several times this year because I really thought my account ran out of load until I realized that it was not the case. I tried to refresh and refresh the app but it always showed “0” load. I hope you fix this soon otherwise it will be just another crap app. Anyway, you should also add at least a contact for tech support within the app so that when something goes wrong like this complain I have so that we could at least feel that you care about your subscribers welfare.