Xylocom/Directo

Hi, I'm Aminah an avid customer of your company since 2015. I'm writing this letter because I do have a concern. I'v been phoning your company to provide me certificate and call log histories but nothing happened. I phoned 5x already at different times and it's almost a month or 2 months now since I started asking, but to no avail. I don't know if I am just disregarded, ignored by your staff or my request is hard for them to comply, or the people you hired are just lazy to accomplish the tasks I am asking. It's really appalling and so frustrating that a big international company like yours can't even provide the simplest requests (Certificate and call log histories) from an old customer. It's been a month or 2 months already and time for me is important and I need those stuffs already. Are your supervisors, or managers or the workers involved in this task are doing their part? Are they not having that endorsement to monitor whatever their backlogs? Are there any communications happening between one department to another department to tackle customer's problems? ( from the department who received my call to the one who is supposed to make the certificate and call logs)? I don't know, from what I'v observed, some of your staff are just sleeping. I do hope that you will address my concern because I am just asking ordinary requests- the certificate stating that I'v been using your service since 2015 and the call log histories. Please, I don't want to wait for another month for these. I know, it would be hard for me but I will be obliged to transfer to another company if still I won't receive any action. Thank you.

I received a call from Directo [redacted] stating they had a special deal for unlimited calls to the [redacted] with mobile phone carrier [redacted] which is owned by [redacted] in the [redacted]. They offered unlimited calling. I accepted the offer and gave them credit card information and they told me when reviewing the deal that there was a 2000 min limit on calling. They went on to explain that the definition of unlimited was that you can call any time of day you want. The call was a total play on words and a bait and switch scam to get you to sign up for what they call unlimited. I also filed a complaint with [redacted] and [redacted] and [redacted] in the [redacted] on this matter. They are taking advantage of [redacted] that don't understand English so well. Its false advertisement also. Their website explains the plans of [redacted] which is a different carrier but does not give the [redacted] plan in writing. They get the name of [redacted] and target them. The whole deal is shady and I would not use their service or believe what they say. SCAM!Product_Or_Service: Mobile call service to the [redacted]Desired SettlementThey need to post all their plans on their website and quit making phone calls to offer plans that are unlimited when in fact they are not unlimited but are restricted to 2000 minutes. They need to quit using the term "unlimited". They somehow target [redacted]. My wife is a [redacted].

I was a potential customer. But then, I failed to give a call back to an agent named [redacted]. I then heard him calling my voicemail and leaving a cursing remark over saying "[redacted] literally saying "what a shameless customer."I have not even signed up a deal yet and they are cursing me already. I have the recording still on my voicemail.Product_Or_Service: Third Party Phone ServiceDesired SettlementIf this business is not legitimate, I think it should be investigated and given appropriate sanctions.Business Response Dear [redacted],Thank you for bringing the matter to our attention and to Revdex.com. As other companies, we believe that we can only effectively improve our service by listening to our customers. We also thank you for accepting our apology, and for subsequently closing the matter with Revdex.com. Moving forward, we hope that we can show you the true quality of our service by being one of our valued customers.Again, should you need any assistance, please do not hesitate to reach me in the contact details we have provided you.Best regards,[redacted]Manager - Sales & Customer ServiceConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The infraction was committed by an employee and the business was able to prove through apology that the action was not sanctioned by the entire company and they promised to take necessary action against the employee.

On May 2, 2016, DirectoPhil insisted to try this sugar coated offer. Cheap calls from North America to Philippines, flat rate of 30usd with 2 recipients for unlimited calls. However, during the payment stage, I was pass on to the supervisor then my bill has increased to 40usd. I was so frustrated. Feels cheated already from the start. This supervisor said, "sorry ma'am, he forgot to tell you". Anyways, the supervisor said it was only a one time fee of 10usd, activation fee. I gave them the benefit of the doubt. I was already charged with 51.47Cad. They said they will deliver the 2 sim cards to my Philippine recipients then will call me for activation.On May 8, 2016h, one recipient ([redacted], recipient number 2)was activated. However, my recipient number 1,[redacted] has not received any sim card. I called Directo and apparently LBC has told them that it was already received by[redacted]. Truth be told, nothing was ever received. If LBC delivered the SIM personally to my brother,[redacted], it should say in their record what specific ID was provided but nothing. But everytime I try to follow up the case Directo will always toss the blame to LBC...awaiting investigation, etc, etc.On May 14, 2016 I spoke to [redacted], one of Directo staff as I requested cancellation of the plan. For reason that I do not want to be charged for anything I did not use. He assured me that I will only be charge for the days I have used the services.On May 26, 2016 I called again to ensure I don't get extra charges. I spoke to a certain ** and has confirmed it has been cancelled.On May 30, 2016 I called Directo again regarding my billing. I spoke to certain ** and said that the charged are prorated so I have been charged for to 40usd and 24(usd/cad not sure)for the whole coming month. I did not even have the satisfaction to use for the first 2 weeks, let alone the coming month???This business is so crappy. In as much as I wanted Philippine business to give it a try, but HUGE NO! This is a huge cheat!Product_Or_Service: direct calls/line to PhilippinesOrder_Number: noneAccount_Number: none givenDesired SettlementI demand a refund of my money. They should only charge me for the days I have used the service. Only one recipient was activated, why would I be charged for both units? And paid full month's due? They sugar coated the billing information with 'cheap calls', 'cheap calls'! There was never a good transparency in the deal. I also request them to discontinue calling my phone number for any promotions of all sorts.[redacted]This may be in small amount but it's a matter of principle!Business Response Dear[redacted] Thank you for notifying us about the complaint forwarded by one of our valued customers.To resolve this matter, Directo has already processed the pro-rating of her first monthly service fee, as she has requested, since she was not able to use the service with the second party in the Philippines. And to ensure full delivery of service, Directo dispatched on 31 May 2016 another SIM card to the second party free of any charge. This was to satisfy our customer further, even though Directo has received last 20 May 2016 a proof of delivery from LBC courier services. Recently, the customer concerned in the case above-mentioned has already opted to continue her subscription with us, rendering this case finally resolved. However, we look forward to hearing from the Revdex.com re the full closure of this case.Best regards, [redacted]Manager for Sales and Customer ServiceDirecto Unlimited Philippines, Inc.

The company called several times and soliciting a business offering unlimited calling plan to the Philippines. My number [redacted] is unlisted. They have advised that they have received my information via marketing list. I have advised them many times to not call but they continue to call and spoke to my father who doesn't understand English that well and sold a calling plan by obtaining my Dad's debit card information, social security, and pin number to allow them to take money out. My father advised he did not understand the plan and just thought he was getting free international calling plan by paying them $35.00 and that's why he did it. My telephone number is unlisted!!!Desired SettlementI just want them to refund the money and stop calling my number because it's unlisted.