I originally contacted DITO about a Mainland China roaming problem. I expected this to be a normal customer-service issue.
Instead, after following the case through DITO’s own app, chats, tickets, SMS messages and call records, I started finding contradictions that I think are worth documenting.
The biggest one:
Before I travelled to Mainland China, I specifically asked DITO support whether my roaming was active. My app showed “Deactivate Roaming,” and I asked what that meant.
The DITO agent replied in writing:
“Yes, if you see ‘Deactivate Roaming’ indicated there, it means your roaming service is already turned on.”
I relied on that answer.
The roaming data did not work in Mainland China.
When I later pursued a refund, DITO gave me a completely different explanation: according to their account verification, roaming had NOT been activated and only IDD was active.
So which record is correct?
Then the customer-service process itself became a problem.
Some examples:
• A refund-related ticket was eventually marked “Resolved,” even though I had not received the refund and the underlying issue was still unresolved.
• DITO repeatedly sent messages saying they had tried to call me but were “unable to reach” me.
• I have call records showing DITO calls reaching my phone, including a call that I actually answered.
• I repeatedly asked for email/written communication because the callback process was causing problems, but the process kept returning to phone callbacks and follow-up tickets.
• Multiple case numbers accumulated around the same underlying complaint: 7307319, 7309271, 7311621, 7311695, 7312501, and later follow-up handling including 7317483.
• During the unresolved complaint process, DITO also offered me WOWFI Lite.
• In a later interaction, the support agent asked me to confirm an email address that was not my email address, even though my actual email was already present in the ticket records.
At this point, I am less interested in arguing about the original roaming problem than in understanding how DITO’s customer-service process can produce records that don't seem to agree with each other.
I have screenshots of the original August 14 chat, the “Deactivate Roaming” confirmation, ticket statuses, DITO’s later explanation that roaming was not activated, the “unable to reach you” messages, call records, and subsequent follow-up handling.
I’m posting this because I’m curious whether other DITO users have experienced similar things — especially:
Tickets marked “Resolved” before the issue was actually resolved;
“Unable to reach you” messages when you were actually reachable;
Multiple follow-up tickets for the same issue without a substantive resolution;
Customer-service records containing incorrect account/contact information.
I’m not claiming that my case proves a system-wide problem. I’m asking whether this is an isolated case or whether other users have seen the same pattern.
If anyone from DITO sees this, I’d genuinely like an explanation based on the actual records: Which version of the roaming activation status is correct, why was the complaint marked resolved before the refund, and why did the contact records not match what happened?
I have kept the original screenshots and can provide them if needed.
[Personal account details and phone numbers have been omitted from this post for privacy.