My telco isn't honoring the promo or plan it advertised — what are my rights?
Last updated: 2026-07-12 · Educational content; not legal advice.
Short answer
You are entitled to what was advertised and sold to you at the time you signed up. When a provider advertises a promo or plan on specific terms — a data allocation, a bundle, a price, an inclusion — and then does not deliver those terms, that can be a deceptive or unfair sales act under the Consumer Act of the Philippines (RA 7394), which prohibits misleading representations about a service, and telecoms are separately expected to deliver the service they advertised under NTC oversight (Executive Order No. 546). The strongest thing you can do is preserve the offer exactly as it was made: screenshot the advertisement, the promo mechanics, the terms, and your registration or subscription confirmation, all with dates. Then demand in writing that the provider honor the advertised terms or refund and adjust your account accordingly, keeping the complaint reference number. If it refuses, escalate to the NTC for the service-delivery failure and to the DTI under RA 7394 for the deceptive or unfair sales practice.
Primary sources
Frequently asked
Is a telco legally bound by its advertised promo?
Advertising a plan or promo on specific terms and then not delivering them can be a deceptive or unfair sales act under the Consumer Act (RA 7394), which prohibits misleading representations about a service. Telecoms are also expected to deliver the service they advertised under NTC oversight. You are entitled to what was offered when you signed up.
What proof do I need?
Preserve the offer exactly as made: dated screenshots of the advertisement, the promo mechanics and terms, and your registration or subscription confirmation. This is what shows the gap between what was promised and what was delivered, and it is the core of your complaint.
Where do I escalate if they won't fix it?
Demand in writing that they honor the advertised terms or refund and adjust your account, keeping the reference number. If they refuse, escalate the service-delivery failure to the NTC and the deceptive/unfair-practice angle to the DTI under RA 7394.
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