How Meralco Handles Complaints

“If you are not a part of the solution, you are a part of the problem.”
― Eldridge Cleaver

“The world will not be destroyed by those who do evil, but by those who watch them without doing anything”
― Albert Einstein

***

*** *** <***>
Others – Complaint
6 messages
*** <***> Mon, Feb 15, 2016 at 3:51 PM
To: “***” <***>

Cc: Call Center- Coordination <callcenter.coordination@meralco.com.ph>

Dear Ms. ***,

 

Thank you very much for writing us. It is always a pleasure to be of service to our customers.

 

We will refer your email to our Alabang Business Center for proper handling. The above-mentioned office will give you the feedback through your email address the soonest possible time.

 

Please feel free to email us again for other concerns, comments and suggestions or contact us through our Call Center hotline 16211 or 631-1111 for assistance.

 

 

Mr. ***

Customer Care Assistant

Meralco Call Center

TN: ***

FN: ***

 

 

 

 

Feedback Details

Item No. : 137174
Date : 02/12/16 16:15:32
Category : Company Information
Name : *** ***
Email: : ***
Tel. No : ***
SIN: : ***
Message : I called your Taguig Biz Center @ 1622-8444. A person picked up but did not greet me, instead I prompted the conversation by asking if I was calling the Meralco Taguig Biz Center, your male rep said “Go on.” I asked where this office was located so that I could pay my bill, you rep sarcastically said “Taguig”. I asked where in Taguig and he refused to give me the address, when I informed him that he sounded like he just woke up, was unprofessional, and that I wanted to speak to a manager – he refused!
Reference No. : 16EB1200008

 

Reply Details
Reply No. : 73596
Date : 02/12/16 16:20:36
User : Mr. ***
Reply Message :

Dear Ms. ***,

Thank you very much for writing us. It is always a pleasure to be of service to our customers.

We would like to inform you that we had received your email. Rest assured that we will give you the feedback regarding this matter through the email address that you had provided the soonest time possible.

Please feel free to email us again for other concerns, comments and suggestions or contact us through our Call Center hotline 16211 or 631-1111 for assistance.

Mr. ***

Coordinator

Meralco Call Center

TN: ***

FN: ***

 

Privileged/Confidential information contained in this e-mail and its attachment/s is intended solely for the use of the addressee and is not meant for reproduction, disclosure and distribution to others without previous authorization from Meralco or its authorized representative.  If erroneously sent or received, please do not open and delete the same from your system.  Unless, otherwise specifically stated and confirmed by the authorized representative of Meralco, the opinions and views that may be contained therein are personal to the sender.

*** <***> Tue, Feb 16, 2016 at 12:54 PM
To: “***” <***>
Hi  Mam ***:

 

Reference  of  your  case was  sent  to  us  from  our  call  center  last  night.

 

First  of  all,  I  apologize   about  the   bad  experience  you  had  when  you  called    at  our  Taguig  Business Center.    I  am  ***.,  the  officer  of  Taguig  ABC.   Last  night,  I  called  at  9838953  &  talked  with  your  mother,  Mam  ***,  to    inquire   about    the   incident.

 

Nevertheless,  I  will  make  an  investigation/inquiry  about  this  incident  and  would  humbly  asked  if  you could  provide  me  the   time  and  date  when  this incident   happened  in  order  for  me   to   at    least   identify   the  culprit  and/or  person    you  had  communicated  with.

 

Your  assistance  on  this  will  be  a  great  help  for  us   so  that  we  could  remind  &  warn   our  employees  that  such  actions  are  not  tolerated  and  needs  immediate corresponding  penalty.

 

Hope  for  your  favorable  response  on  this  the  soonest.

 

Thank  you  and  with  respect,

 

***

1622-7661

 

 

 

From: *** On Behalf Of Call Center- Coordination
Sent: Monday, February 15, 2016 3:53 PM
To: ***
Cc: Call Center- Coordination; ***
Subject: FW: Others – Complaint

 

Hi Sir ***,

 

Good day.

 

Respectfully referring to your office the email of the customer below which we had received thru our Meralco Website.  This was coordinated with you earlier today by one of our agents, Mr. Je***i ***

 

For your proper handling. Thank you.

 

Regards,

 

***

Customer Care Assistant

 

 

From: ***
Sent: Monday, February 15, 2016 3:51 PM
To: ***
Cc: Call Center- Coordination
Subject: Others – Complaint

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*** <***> Tue, Feb 16, 2016 at 1:27 PM
To: “***” <***>
16 February 2016

Dear Mr***:

I called the Taguig Business Center on February 12, 2016 in the morning – around 10:00 AM, if I remember correctly. I spoke to a male employee. Right after that conversation, I called up the Meralco hotline to make a complaint. I wish I had retained the post-it where I wrote her ID number, still the first Meralco representative that I complained to was a female call center representative named Summer. She advised me to log in my complaint through the website.

When I tried to submit my complaint the first few times I filled out the form, the website would not give me a reference number. So I went to Facebook and posted my complaint on the Meralco Facebook wall and by Facebook Messenger. I got feedback to once again submit my complaint at the website.

When I changed the reason for my complaint in your drop-down menu to OTHERS, that’s when I finally received a reference number, and after that a series of emails, until finally you called my residence and spoke to my mother.

I do hope that you rectify the behavior of your employees, just because Meralco has a monopoly in power retail in the Philippines does not mean that you are free from government regulation. I can always find some government body to complain to.

Since we are already on the topic of the behavior of your employees, you should investigate your field technicians too. The house directly in front of my residence has an illegal power connection, and my neighbors and I have already filed several complaints regarding that address at your website, and yet we still see him enjoying electricity that he isn’t paying for!
*** ***

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*** <***> Thu, Feb 18, 2016 at 3:21 PM
To: *** <***>
Hi Mam ***;

 

Hope  everything  is  well.

My  apology  for my   late  reply,  anyway  we  are  still  in-process  of  our  investigation on  the  person  whom  you  had  spoken  with  here  in  Taguig  Office.  Just  want  to  clarify &  verify  that  when  you  called  1622-8444, what  did  you  selected   when  the  operator(system)  asked  to  whom  you  wanted  to  be  transferred (ex.   to  billing or  complaint  or  service  application).   Well,  this  other  information  might  also  help  us.

 

Likewise,   I  shall  coordinate  with  other  offices  to  investigate  the  service  of  your  neighbor  to  verify  and  apprehend  them    if   they  have  illegal  connections.

 

Rest  assured  that  we  shall  remind  our  employees  in  Taguig  Office  to  conduct  proper  decorum  and  attitude.

 

Thank  you,

 

***

 

From: *** [mailto:***]
Sent: Tuesday, February 16, 2016 1:28 PM
To: ***
Subject: Re: FW: Others – Complaint

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*** <***> Thu, Feb 18, 2016 at 4:12 PM
To: “***” <***>
Hi ***,

There was no choices offered by a recording. When I called, your number rang and someone picked up – that’s it, I was already speaking to a person.

***

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*** <***> Thu, Feb 18, 2016 at 4:14 PM
To: *** <***>
Could  I  call  you  at  the  office  Mam, what  number?

 

From: *** [mailto:***]
Sent: Thursday, February 18, 2016 4:12 PM

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5 thoughts on “How Meralco Handles Complaints

  1. Pingback: How Meralco Handles Complaints | MoéGrrL

  2. Gud day im a residence here at sampaguita st, lakeview homes putatan muntinlupa city my complain is about your employee who’s residing here, our comunity is very quite at night time coz our children sleep very early for a morning school but your employee is all unprofesional they shouting drinking infront of store and they are really anoying, as far as i know they are you’re engineers therefore they are all proffesional but for my observation they are all like a “taong bundok” that coming down in a civilized city, inbehalp of my neighbors i wanted to call your attention in this matter and i really appreciate if you will give action imediately about this hoping for kindness and action on this… thank you

    Like

    • Hi Jhunbase (I’m just basing it on your email address, sorry!), I just saw your comment and I redirected this by Direct Messaging Meralco at their FB page. FB and Twitter is actually the best and fastest way to get assistance for any utilities company, per my experience. I hope you had already received assistance because this was way back in February. I just saw this I’m sorry. I am not a Meralco representative. I was just blogging my experiences. Thanks.

      Like

  3. I would like raise my concerns about my mother’s power application , in the name of Teresita P. Santos at 48 F Manalo St. Antipolo City SIN# 438231090102 with deposit amounting to Php 1,220.00 Bc# 2970354 . The application was almost two months and already paid. Upon calling to your hot line from May 23 onwards, this had been cancelled for the reason that one of our relative denied us to connect in meralco main post thrice. My concerns are : 1) Why there’s no one in meralco staff informed us for this cancellation? 2). why did your staff in the name of Ian (crew) from masinag center did not ever told my mother ,as he, Ian was already in antipolo to energize the power and with the advice Mr. Medina to set up the cords to be able meralco can easily put set the meter base. June 2, when i called Meralco Masinag buss center, upon conversation with Philip (thank you for assisting me) we can’t avail to have power as this has been cancelled due to two(?) relatives (claimed as brother/s) protested (these are the ex meralco employee that already retired and we dont have blood relation with them, namely Ponciano Serreon and Leandro Serreon) and asked for a right of way. With Mr. Ponciano Serreon, he has the right to deny our right of way due to they owned the pole and i respect that. The other solution given by meralco staff to us was from the main road of F Manalo .And then now again , Philip told me that “Sorry po, hindi po kayo makakabitan ng Meralco power dahil walang right of way and may humaharang” then i asked, who’s that person, di daw nakuha ng crew ang name kasi baka mahighblood and matanda na”.Hope the crew informed us becoz we’re just nearby and then settled asap whoever that person denied our request.

    June 3, today when i called to Masinag buss ctr, i was transferred automatically to Balintawak buss ctr..Desiree assisted me again for my concern..she told me that on June 1, Meralco metering crew in the name of Jabbi visited and try to install our meter base and unfortunately someone again hold . for thrice Meralco crew tried to install but no one informed us. And to think they have my mother CP #. Desire give as the oprtion to get either Municipal or Barangay certificate issuing for the right of way as one of the requirement lacking. For almost two months incessantly following by my mother going to your Masinag buss ctr. yet there still lacking of another documetn? Please be informed that my mother is already 68 yrs, old.

    As i know Meralco render immediate assistance in installation to energize power and provide timely and adequate service for the public. Its just so devastating to experience this for the power of our neighbor as ex-meralco employees.

    Hoping for your immediate response to settle this.

    Thank you

    Like

    • Hi Abeth, I redirected your comment by direct messaging Meralco through their FB page. I found that I get the fastest response to my complaints through FB and Twitter. I’m sorry I saw this really late. I hope this will, or you have already had, resolved your concern with Meralco. I am not a Meralco representative. I was just blogging bout my experiences. Let me know how it works out.

      Like

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