To protect its customers from unknown load deductions and improve overall experience, Globe successfully completed its system refresh and opted out 100% of its customers with prepaid or postpaid VAS subscriptions.
Beginning March 10, customers have been notified about the completion of the VAS system refresh and given new instructions should they wish to re-enroll to any VAS of their choice. Customers were directed to visit http://www.globe.com.ph/entertainment/ for new subscriptions. New enrollments will go through a 3-step verification process in compliance with directives of the National Telecommunications Commission (NTC) to ensure that the VAS transaction has been authorized by the customer.
A verification, for example, starts when a customer clicks on an SMS or digital ad, the customer will be redirected to another SMS or landing page with proper information on the service or product offered. Second, once a customer clicks to initiate subscription, a verification code will be sent to the customer’s mobile number as a second confirmation to avail of the service. Third, once the code is entered and verified, the customer will be notified confirming the VAS subscription. The notification will contain an unsubscribe or opt-out option should the customer change his mind.
“As a purpose-led organization, we are committed to do what is right for our customers and provide a better connected experience. The VAS system refresh provides all customers with prior subscriptions with a fresh start so they will have peace of mind and truly enjoy the service as originally intended,” says Globe General Counsel Atty. Froilan Castelo.
On March 5, Globe started its VAS system refresh and has enforced upon its VAS providers to strictly comply with set guidelines before being able to push subscription content or fulfillment of services via load credit. VAS providers will only be allowed to send out content that the customer actively requests following the 3-step verification process.
Aside from the VAS system refresh, Globe is preparing to enhance its monitoring system for every load transaction and will also soon be implementing an upgraded customer subscription management system within the year.