If you’re a Globe prepaid customer, you might have heard of “nakaw load” or those instances where your prepaid load is deducted even if you’re not using data, text or calls. Maybe you’ve been a victim of load theft.
Last week, Globe Telecom tightened its rules on third party value-added service providers (VAS) to reduce the incidents of “nakaw load.” Globe did not admit any wrongdoing, but instead laid the blame on third-party providers for allegedly misleading its customers.
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Why Does “Nakaw Load” Happen?
Globe Telecom said in a statement that “unknown load deductions happen when customers click on an online advertisement link or button of VAS providers.”
As a rule, prepaid customers should receive a verification code via SMS on how to opt-in to the subscription. Another SMS message will then be sent to the customer for subscription and cancellation instructions.
In some cases, however, VAS providers automatically enroll the customers without their consent, violating the rules set by the mobile networks.
“We want to assure our customers that we have clauses in our contracts with partner content providers which penalize those who resort to fraud. We are also implementing stricter opt-in guidelines to make our customers aware that they are signing up for VAS subscription which entails charges,” Globe general counsel Atty. Froilan Castelo said.
Globe’s stricter rules on third party subscriptions were enforced after a customer alleged in a Facebook post that GotDeals Mobile, a VAS provider, deducted her prepaid load. The customer said that she never subscribed to any value-added service or promotion. GotDeals has since then apologized to the customer and took full responsibility for the incident.
What to Do if You’re a Victim of “Nakaw Load”
If you’ve been a victim of “nakaw load” or unauthorized prepaid load deductions from third-party VAS providers, report the incident to your telco company for investigation and appropriate resolution.
For Globe Telecom subscribers, call the customer service hotline at 211 (mobile) or 730-1000 (landline). You can also reach out to their Twitter account @talk2globe as well as the Globe Facebook page.
If you’re a Smart Communications subscriber, call their customer support hotline at *888 (mobile) or 888-1111 (landline). You may contact them through Twitter at @SmartCares and on the Smart Facebook page.
How to Prevent “Nakaw Load” for Globe Subscribers
Here are some steps to prevent load theft or “nakaw load” if you’re a Globe subscriber:
Check your prepaid load balance regularly
To check your Globe prepaid load balance, dial *143# on your mobile phone. This will tell you how much load you have left in your account and how much you have consumed, as well as the status of any promotional registrations. Inform Globe immediately if you notice any discrepancies in your prepaid load balance.
Turn on SurfAlert to block unwarranted data charges
Turning on SurfAlert will prevent accidental or unintended mobile data charges. With SurfAlert activated, you will receive free SMS alerts or flash notifications when your mobile phone or device is trying to connect to the Internet.
To activate SurfAlert, text SURFALERT ON to 8080 for free. You can also dial *143#, then go to My Account, choose Mobile Internet Usage, and turn on Mobile Internet Alerts. The service is free.
Opt out of value-added services
If you receive SMS messages from a value-added service provider, even if you didn’t previously subscribe or sign up for the service, then your prepaid load credits will be deducted until you unsubscribe from it. To opt out, text HELP to the access number code provided in the SMS message to verify your subscription status, then text STOP to discontinue the service.
Follow those steps and your prepaid load will stay safe and sound. Don’t hesitate to contact or call your telco company if you have any questions regarding your account.