Smart Billing Issues – Being Charged Even if I Have Data Left

Last week, I got a big surprise when I checked my Smart Freedom Plan postpaid bill. My bill usually amounts to only around P250/month, so getting billed almost P500 caused me to scrutinize my bill.

The reason I never exceed P250 is because I make sure that I never exceed my Mega 250 allocations. I have a Smart prepaid SIM which I use for prolonged mobile surfing using a pocket wifi, and I have a separate Globe prepaid phone which I use to call Globe numbers. I also periodically check my balance status so I am always aware of how much data I have left. I basically use my 100 MB Mega 250 mobile data only when I use Waze.

So it was a complete surprise for me to see my bill where I was charged for data usage when I knew (with proof) that I still had data left.


As you can see from my April 2016 bill, I am being charged for data usage on April 5, starting at 9:36 am, 11:31 am, 1:49 pm, and 7:27 pm onwards.

Fortunately, I have a habit of periodically checking my balance status. If you take a look at my status on April 5, 1:17 pm (same day as the charges), I still have 68 MB of data left!

Smart Bill Complaint April 2016 With Notes 2

It’s the same story for May 2016. I am being charged data usage even when my I still have data. My Mega Combo 250 started on April 12 and ended on May 12, with 100 MB of data.

Take a look at my last status check: May 12, 2016 – I still have about 15 MB left!

But I am being charged for data usage dated from April 12 – 27, dates within my Mega Combo registration.

Smart Incorrect Data Usage on Bill Complaint 2

See, this is why I still maintain a prepaid internet SIM for internet. At least I never leave more than P1.00 on my prepaid load, so walang nakakain. No headache. With postpaid, getting bogus charges is a hassle pa with all the reporting I have to do. Why am I the one who has to shoulder the burden of proof? Why am I the one who has to prove that they made a mistake, and why am I the one who has to waste my time getting them to reverse the charges? Isa pa lang nga ang postpaid account ko, ganito na sakit ng ulo.


I called the Smart Hotline at 888-1111 to report the billing concern. The reps all insisted that according to their system, I had already used up my data. I asked them to double-check, it could be that something is wrong with their system (not the first time it’s happened), because based on my own tracking AND THE BALANCE STATUS texts that I receive from Smart, I still have data left. I asked them where I could send screenshots, the reps said that they didn’t have any facility to receive my screenshots.

In the end, all the rep could do was just file a report so that “someone will investigate”. I did not feel confident that my concern would actually be given any weight or importance, though ๐Ÿ™ It was like they did not even believe me because “according to their system”, I really had no data left.

I also contacted Smart through Facebook & Twitter thru private message and DM, at least there, I could send them the screenshots. It’s been 5 days and I still have not heard back from anyone.


I just wanted to share this hoping that I could help someone who is experiencing the same issue. Last month, J also complained to me that he got charged almost P1,000 in his Smart bill because of data usage. We just thought that maybe he just used too much data to browse online. Now, after what I saw on my own bill, I’m not so sure anymore. I suspect he had the same billing issue I did.

But he just paid his bill because he didn’t have the time and patience to scrutinize his bill, and he doesn’t check his balance status as much as I do. He just trusted that Smart will bill him correctly.

Anyway, I will update this post if I hear back from Smart. I hope that this is just a system glitch and that they will reverse the charges once they realize the mistake. Smart did a good move by offering to refund a week’s worth of bills to their postpaid subscribers when they had that signal outage last May 7. Hoping they continue their good guy moves ๐Ÿ™‚

UPDATE: May 18, 2016

Seemed like Twitter was the way to go! Got a reply today telling me that they have already reversed the incorrect charges on my April bill. Still waiting for the results of their investigation into my May bill.

UPDATE: May 21, 2016

The incorrect charges on my May 2016 bill have already been reversed! Yay!

If you encountered the same problem as I did, I suggest sending the screenshots and your proof via Twitter Direct Message to @smartcares instead. The hotline was useless and I didn’t get any response at all from Facebook. Smart’s Twitter support works ๐Ÿ™‚

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The Barat Queen

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21 thoughts on “Smart Billing Issues – Being Charged Even if I Have Data Left

  1. Neri Ann

    They also charged me for more than 1k eventhough I am subscribed to SURFMAX, 1gb that refreshes every 1am. Eh afternoon ko lang naman ginagamit yung data ko, kaloka! I called them for 3 months consecutively because they’ve been charging me for 3 months now. So far, I got all the refunds and advised them that they should stop charging me. The rep said that for this month, its ok na daw, hindi na daw ako machacharge ng sobra.

    1. Barat Queen Post author

      Thanks for sharing, Nheng ๐Ÿ™‚ Glad to know it’s not just me. Meron talagang mga system issues ang Smart. If you don’t really check your bill baka ang dami na palang wrong charges na na bill tapos bayad lang tayo ng bayad. Last time it was the Facebook charges kahit meron pang data. Now this. Good that they reversed your charges ๐Ÿ™‚

      Sa akin din, as of today, they reversed the April wrong charges. Still waiting for an update for my May bill.

  2. Rein

    Same! Was searching online about this problem and found your post. The exact minute I registered for bigbytes, I get charged the regular rate. Been happening for 3 months already.

  3. rufopo

    same here

    my wife and i have been calling smart hotline everytime we cant access the internet because we exceed the credit limit..
    we’re registered to surfmax 995 and thats a month of 1 gb inet daily..
    our postpaid accnt is plan 800 consumable and our credit limit is,2500..
    we always ask for their supervisor and we dont drop the call until we get connected again.
    the hassle given by smart is now very irritating. its been 4 months already and still they havent fix the glitch in their system and to think that we are paying good money for their fck up service..
    unlike some hackers who are not paying (NO OFFENSE BROS) sometimes we are thinking of using and supporting bugsim for giving us these kind of problem.

  4. lester

    similar issue happened to my postpaid account using Gosurf199. they charged me for the gosurf plan worth 199 pesos yet also charged me with regular data charges that ballooned to almost 1k. it took me 5 calls, 1 personal visit to Globestore, 3 live chats before it was reversed.

    I guess there is nowhere else for us to go. damn this doupoly.

  5. lester

    similar issue happened to my postpaid account using Gosurf199. they charged me for the gosurf plan worth 199 pesos yet also charged me with regular data charges that ballooned to almost 1k. it took me 5 calls, 1 personal visit to Globestore, 3 live chats before it was reversed.

    I guess there is nowhere else for us to go. damn this duopoly.

  6. Melissa A Munoz

    I am actually currently waiting on the hotline while writing this, for about 30 mins now. I have given them ample time to resolve this but this long wait on telephone is making me angry.

    1. Barat Queen Post author

      If you have proof and screenshots, better report this via their Twitter @smartcares. Their hotline customer service rep was useless and just kept insisting that “according to their system, I have used up all my data” and they don’t have any way you can send them your proof. In the end, wala kang magagawa, paikot ikot lang, and they’ll just tell you they will check on it.

  7. Chris Ramos

    There is always bullshit going on my All in plan 1500.
    For 3 consecutive months now, they always charged me web data even Im registered to a surfmax 995. The result? My bill always doubles to 3K!

    Fortunately, I always checks my bill ahead of time and rant it to their customer reps, and got bill reversals before I pay.

    Their system is fucked up.

    1. Barat Queen Post author

      Oh, wow, that’s such a hassle ๐Ÿ™

      For me, so far, things seem to be fine on the billing side right now except that my bill arrives very late! Right now, it’s almost a month late already. Then I get a text reminder to pay x amount but I don’t even know the breakdown. So I need to contact Smart again and they email me a pdf of the bill.

      They also keep suggesting that I move to eStatements but I don’t want to because it usually gets lost in spam… I also keep forgetting to get back to it when I see the email on my phone, and think to myself that I’ll do it later when I get home. Then boom, nakalimutan na. Seeing the paper bill on my desk serves as a reminder that I need to pay ๐Ÿ™‚

  8. Trisha Allaine

    for the 3rd month they’ve been charging me for data usage! i never opened my cellular data ever!!! we have 2 wifis at home and one mobile wifi! so it’s impossible for me to have data charges. Plan 500 lang yung sakin and pays for more than 2k !!!! last May 2016 7600 ang bill ko. wala daw silang magagawa. like wtf?

  9. jeck

    I have registered twice earlier since I did not received any response on my first attempt when I registered in BIG50 and so I tried again and registered to GIGA50 AND NOW Smart just took MY 100 PESOS LOAD ???? I am requesting Smart to RETURN MY OTHER 50 PESOS LOAD and JUST CANCEL MY OTHER REGISTRATION TO BIG50 AND RETURN TO ME MY MONEY Smart network should be fair to all costumers . .

  10. Toni Santos

    Hi there! Searching for “Smart data charges complaints” I came across your blog. This system of Smart cheating their customers is still ongoing. Since May of this year, they have been charging me data usage while I never use my data since there is wifi at the office and at home. And most of the usage based on my billing was during the wee hours. I told Smart that I slept at 9pm and wakes up at 5am so how come there are data usage at 12 midnight, 3 am, 1 am, etc.

    I am so furious with Smart I don’t know how or where to bring this Smart cheating issue. No use calling their customer service cause they will only tell you that they will file a report and then after some time when you do a follow up, the result would be – they telling you that you really used the data.

  11. Annoyed

    The same issue sa akin baka mas marami pa ang ganitong problema hindi lang lumalabas. No used of calling their custoner service, so incompetent.


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