Senator Paolo Benigno “Bam” Aquino IV has proposed that telecommunication companies automatically return lost or stolen prepaid load. He also wants the telcos to inform their customers every time their prepaid load credits are deducted when texting, calling, or availing of promos.

“When you are notified that there is no opt-in, you should have a grace period to be able to complain and return your money,” Senator Aquino said.

Globe Telecom and Smart Telecommunications, for their part, have promised to study the proposal. Both companies have been the subject of numerous complaints and criticisms for their supposed failure to solve the problem of disappearing cellphone load.

The issue of prepaid load theft started to gain widespread attention in 2009 when Senator Juan Ponce Enrile complained about his disappearing cellphone load. Nearly a decade later, consumers continue to complain about their disappearing prepaid credits.

Some subscribers complain that they lose their prepaid load credits when an incoming ringtone and other value-added services enter their prepaid numbers. Globe and Smart blame value-added service (VAS) providers for subscribing their customers to their services without their permission.

Globe Telecom has promised to look into the activities of over 200 VAS providers that offer ringtones, games, promos, and other services.

What to do if you’re a victim of lost or stolen prepaid load

If you notice that your prepaid load was deducted or has disappeared, report the incident to your telco company.

For Globe subscribers, call 211.

For Smart subscribers, call *888.

You may also report the incident to the National Telecommunications Commission (NTC) or the Department of Trade and Industry (DTI).

NTC hotlines: 926-7722, 436-7722

DTI hotlines: 751-3330, 09178343300

Source: ABS-CBN News