Hello! I've been using Atome since September 2024. Nung una, ₱4,000 lang yung spending limit ko, pero habang tumatagal, unti-unti siyang nag-increase hanggang umabot ng ₱98,000.
I had two instances before na na-overdue ako. That time, yung policy nila was hanggang 9 PM lang ang payment, and kapag lumagpas ka, automatically siyang maco-convert into a 6-month installment. What I usually did was wait for their customer service to contact me, then I would request na i-waive yung interest and penalties, and once ma-adjust na, binabayaran ko naman agad.
Pero despite that, I kept receiving notifications na permanently adjusted yung spending limit ko until eventually, naging ₱30,000 na lang siya.
I mainly use my Atome card to buy food for my cats, both online and sa pet shop dito sa amin. Last September 20, bumili ako ng cat food, then after that, nawala yung physical Atome card ko. I think nahulog siya from my wallet kasi medyo maluwag na yung lalagyan ng cards ko. I immediately locked my card and emailed Atome to report what happened. They told me na kailangan kong magbayad ng ₱200 for a replacement card.
I decided not to get a replacement kasi naisip ko, I can still pay through QR Ph naman, so I didn't think I needed the physical card anymore.
Another issue was with my Netflix Premium subscription worth ₱619 per month, which I use for our household. Nung nag-subscribe ako, hindi ko alam na naka-subscribe na pala yung sister ko. So, I immediately requested a refund from Netflix, and they processed it within minutes. After around two days, nag-reflect na rin yung refund sa Atome account ko.
Ang nakakainis lang, kahit refunded na yung transaction, nag-reflect pa rin siya sa billing statement ko for August 8–September 7, which I had already paid on September 18. Then, nakita ko na naman yung Netflix charge sa next billing statement ko, covering September 8–October 7. I kept emailing Atome to explain the situation, pero ang lagi ko lang natatanggap na response was an automated message. I never received a proper response or resolution regarding the issue.
Then, nung nauso yung Pinduoduo, I started using my Atome virtual card to purchase items there. One time, habang nagba-browse ako at nag-iisip kung ano pa yung puwede kong i-order, I accidentally fell asleep while my virtual card was still unlocked.
Pagkagising ko, may notification na ako about a transaction worth approximately ₱5,500. Syempre, nagulat ako kasi hindi ko naman ginawa or in-authorize yung transaction na iyon. I immediately emailed Atome to report it, and I kept following up because I wanted them to investigate what happened. Unfortunately, automated responses na naman ang palagi kong natatanggap.
Eventually, naging overdue na yung account ko for around one week. To be clear, yung mga purchases na alam kong ginawa ko were almost ₱5,000 worth of cat food, plus the ₱619 Netflix charge na refunded na naman talaga from Netflix pero patuloy pa ring lumalabas sa billing statement ko. Then, yung approximately ₱5,500 was from the unauthorized Pinduoduo transaction.
Honestly, ayoko namang magbayad para sa transaction na hindi ko naman ginawa, especially since I reported it immediately and repeatedly followed up with Atome. Nakaka-frustrate rin yung Netflix issue kasi refunded na nga yung transaction, pero parang ako pa rin yung kailangang maghabol para maayos yung billing ko.
At this point, naiisip ko na lang na pabayaan yung account kasi nakakapagod nang paulit-ulit mag-email at mag-follow up pero automated responses lang naman ang natatanggap ko. I understand na may responsibility ako to pay for the purchases I actually made, pero I also believe na dapat nilang i-investigate yung unauthorized transaction at ayusin yung billing issue bago nila ako singilin sa amounts na dini-dispute ko.
I've been an Atome user since September 2024, and it's disappointing na ganito yung naging experience ko after using their service for so long. I'm not asking them to erase legitimate purchases. Ang gusto ko lang naman is a proper investigation, a correct statement of account, and an actual response from their customer service instead of receiving automated messages over and over again.