For reasons irrelevant to the story, I was not able to pay 3 months' worth of my bill with Converge. So when I came back home and found out that we have no internet access, I paid immediately as follows:

I had an overdue bill of Php4800.

Day 1: August 28, 2023

I paid Php2800 to partially pay the amount using Gcash App. Payment was posted and reflected immediately on my Converge account on their website. Receipt was sent the next day. Php2000 left on my bill. Internet was not reconnected.

Day 2:

I paid the remaining Php2000 on their website using my Gcash Acccount, thinking it was the better option since there's only one subscription linked to my Converge Account. Payment was not posted, and no receipt was sent on Converge's end. Waited three whole days for the posting period.

Day 5:

Still no internet, still no payment receipt. Reviews the Gcash trasaction and emailed Gcash CS. Gcash confirmed that the transaction was successful on their end and gave me a merchant transaction ID for the payment.

Eventually caved-in and paid the remaining Php2000 on the Gcash app again just to reconnect my line. Payment successful again, internet got reconnected in less than an hour. I paid a total of Php6800 for my Php4800 bill.

Started my back-and-forth email with Converge CS.

This persists till today. I've had,

• more than 15 emails now only responding to them, explaining my case everytime
• two ticket numbers (cause the first one was closed prematurely by the CS, idk why.),
• called three times in one days (coz the first two, dropper the call after they told me that they'll put me on hold)

Here's my issue with their CS.

• Different CS every time I reply to the email of the same ticket. Meaning the CS would need to review the case every time I reply to their email.
• shitty customer service on their hotline. twice in one day my call was just dropped with no explanation. The third one said the outcome I was hoping for but when I requested for an email confirmation, my ticket was still open. They were also saying that they have no reference number for the call. (someone confirm?). I gave up on their hotline after this and just email their CS daily.

My only goal here is for them to confirm that the Php2000 I overpaid will serve as an advance for my next bill

or

they confirm that the Gcash Transaction did not went through on their end so I can dispute the transaction with Gcash.

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