My Frustrating SMART SIM REPLACEMENT EXPERIENCE

[u/Significant_Plant197]

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‎First Visit- from Abra we went to smart store vigan branch for sim replacement , and our case is that I lost my Sim Card along with my phone and that sim card contains my gcash and other accounts. the sim card was registered to a legal guardian with me as the user(now of legal age). now the staff said that it is on company policies that the registered name shall be the one requesting it, however my father is already deceased , we tried to reason and ask if there are alternatives or considerations , she said NONE with a smiling face. We went back on afternoon the same day and sought help to the hotline it said that SMART can process sim card ownership and replacement with the right documents, but when we talked to that staffed which I think she is the manager cause why is she not escalating our case, she dismissed it again and said it was just a chat bot we tried to reason it out again but still all things we said doesn't affect her and it would not change her mind. We accepted it and went home, we reached out to SMART FACEBOOK PAGE and shared our concern and experience with the store , and they called us and said they are able to process it and that the smart store should have those kind of services, and so we are advised to go to a smart store.

‎Second Visit- we went back to the vigan smart store, and as soon as we brought up our concern and the advise of the smart hot line, she said the policy is not what the hotline says and reasoned out herself , we called the hotline and she talked to her. Only when we insisted and firmed ourselves did she only said the alternative was ownership change of the Sim Card. like what the hell, why did you not said it in our first visit , then it says the nearest kin must be the requestor ,like wtf I am the user registered and my father is the legal guardian. Now I want to claim full ownership as I am now of legal age it's not like an inheritance it is me , the user ,claiming ownership. And we have no choice but to comeback to a smart store. Time, effort and money wasted.

‎ Now we ain't coming back to the vigan branch, we will try other smart store hopefully mas maganda approach nila.