Dear Atty. Gab,
Musta Atty! I hope you can shed some light on a frustrating situation Iâm facing with my internet service provider here in Cebu City. My name is Kenneth Tiongson. About six months ago, I moved into a condo unit previously occupied by someone else. When I signed up for internet service with XYZ Telecom, they initially tried to charge me for unpaid bills left by the former tenant amounting to around P8,000. I protested, showing my lease contract and proof that I was a new occupant.
After several calls and a visit to their office, I spoke with a manager, Ms. Reyes. We agreed in writing (I have a copy of the email confirmation) that they would waive the previous tenantâs balance and start my account fresh, provided I paid a P2,000 security deposit, which I did immediately. For the first two months, everything was fine. However, starting the third month, the old P8,000 balance suddenly reappeared on my bill, along with threats of disconnection if the full amount wasnât paid.
Every month since then, itâs been the same story. I call them, explain the situation, refer them to the agreement with Ms. Reyes, and eventually, after much hassle, they let me pay only my current bill. But the stress is immense! Iâve spent hours on the phone, taken time off work to visit their office again (only to be told Ms. Reyes is unavailable), and sent multiple emails attaching our agreement, all to no avail. The threat of disconnection looms every month. I feel harassed and anxious. Iâve incurred transportation costs and wasted so much time. Can I claim compensation for the trouble, stress, and expenses theyâve caused me by not honoring our agreement? What are my rights here?
Salamat po for any guidance.
Respectfully,
Kenneth Tiongson
Dear Kenneth,
Thank you for reaching out. I understand how incredibly frustrating and stressful it must be to deal with a service provider repeatedly failing to honor a clear agreement and continuously threatening disconnection over a debt that isnât yours. Itâs exhausting to have to fight the same battle every month.
Based on your account, especially the written agreement you secured, you certainly have grounds to contest the erroneous charges and the companyâs actions. Philippine law provides remedies for situations where a party suffers damages due to anotherâs breach of contract, bad faith, or negligent actions. While proving the exact amount of every peso spent on transportation might be difficult without receipts for claiming actual damages, the law recognizes that such wrongful actions cause real harm â both financial and emotional â and provides other avenues for compensation, such as temperate, moral, and exemplary damages, as well as attorneyâs fees, particularly when bad faith is involved.
Understanding Your Right to Damages for Breach and Bad Faith
Your situation touches upon fundamental principles of obligations, contracts, and damages under the Philippine Civil Code. When you entered into that agreement with XYZ Telecom, confirmed via email, it constituted a binding contract modifying your service terms. Their subsequent actions â repeatedly billing you for the waived amount and threatening disconnection despite the agreement â potentially constitute a breach of that contract and may demonstrate bad faith.
The law distinguishes between different types of damages you might be entitled to. First, there are actual or compensatory damages. These are intended to compensate you for the actual financial loss you suffered. However, the law is strict about proof:
Article 2199. Except as provided by law or by stipulation, one is entitled to an adequate compensation only for such pecuniary loss suffered by him as he has duly proved. Such compensation is referred to as actual or compensatory damages.
This means that to recover actual damages for expenses like transportation or printing documents, you generally need receipts or concrete proof of the amount spent. Merely listing expenses is often insufficient.
However, the law recognizes that sometimes, pecuniary loss is definitely suffered, but its exact amount cannot be easily proven. In such cases, temperate or moderate damages may be awarded.
Article 2224. Temperate or moderate damages, which are more than nominal but less than compensatory damages, may be recovered when the court finds that some pecuniary loss has been suffered but its amount cannot, from the nature of the case, be proved with certainty.
Jurisprudence clarifies that temperate damages can be awarded out of equity even if the loss is technically provable, especially if the court is convinced that the aggrieved party did suffer some financial loss due to the defendantâs actions, like your repeated trips and efforts to communicate. It acknowledges that you incurred costs, even if you canât produce every single jeepney fare receipt over the past few months.
Beyond monetary losses, the law also addresses the emotional and mental suffering caused by wrongful acts. Moral damages are awarded to compensate for physical suffering, mental anguish, fright, serious anxiety, besmirched reputation, wounded feelings, moral shock, social humiliation, and similar injury.
Article 2217. Moral damages include physical suffering, mental anguish, fright, serious anxiety, besmirched reputation, wounded feelings, moral shock, social humiliation, and similar injury. Though incapable of pecuniary computation, moral damages may be recovered if they are the proximate result of the defendantâs wrongful act for omission.
The constant harassment, anxiety over potential disconnection, and stress you described, directly resulting from XYZ Telecomâs failure to honor the agreement and persistent erroneous billing, could certainly be grounds for claiming moral damages.
Furthermore, if XYZ Telecomâs actions are found to be not just wrong, but performed in a wanton, fraudulent, reckless, oppressive, or malevolent manner (demonstrating bad faith), you might be entitled to exemplary or corrective damages. These are not meant to compensate you, but rather to punish the wrongdoer and serve as a public example to deter similar conduct.
Article 2232. In contracts and quasi-contracts, the court may award exemplary damages if the defendant acted in a wanton, fraudulent, reckless, oppressive, or malevolent manner.
Continuously billing you for a waived debt despite repeated notifications and a clear agreement, coupled with threats, could potentially be viewed as oppressive or reckless, especially for a large corporation dealing with an individual customer. If exemplary damages are awarded, it often strengthens the case for awarding attorneyâs fees as well, particularly under Article 2208 (1) and (5) of the Civil Code, which allows recovery of attorneyâs fees when exemplary damages are awarded or where the defendant acted in gross and evident bad faith in refusing to satisfy the plaintiffâs plainly valid, just and demandable claim.
Practical Advice for Your Situation
- Compile All Evidence: Gather your lease contract, the email confirmation of the agreement with Ms. Reyes, copies of all erroneous bills, records of your payments (showing you paid the current amount), copies of emails or letters you sent, and logs of your phone calls (dates, times, persons spoken to, summary of conversation).
- Document Your Efforts and Costs: Even without receipts for everything, maintain a detailed log of dates you visited their office, travel time, estimated costs, time spent on calls, and any time taken off work. This supports a claim for temperate damages.
- Write a Formal Demand Letter: Send a registered letter (keeping a copy) formally demanding they permanently remove the incorrect charges as per the agreement, cease sending disconnection threats related to it, and compensate you for the damages incurred (you can state you are considering claims for moral, temperate, and potentially exemplary damages). Give them a reasonable deadline (e.g., 15 days) to comply.
- Consider Consumer Protection Agencies: You can file a complaint with the Department of Trade and Industry (DTI) or the National Telecommunications Commission (NTC), presenting your evidence. They may mediate or facilitate a resolution.
- Small Claims Court: If the damages you quantify (especially temperate and perhaps a reasonable amount for moral damages) fall within the threshold, filing a case in the Small Claims Court might be a faster and less expensive option than a regular civil suit. No lawyers are required in small claims proceedings.
- Preserve Proof of Distress: Note down specific instances of anxiety, sleepless nights, or significant stress caused by this issue. While difficult to quantify, these details support a claim for moral damages.
- Consult a Lawyer Formally: If the demand letter and agency complaints yield no results, a formal legal consultation is advisable to assess the strength of your case for filing a lawsuit and the specific amounts you might claim.
Itâs truly unfortunate that youâre experiencing this persistent issue despite having a clear agreement. Standing up for your rights is important, not just for yourself, but also to hold service providers accountable for honoring their commitments and treating customers fairly.
Hope this helps!
Sincerely,
Atty. Gabriel Ablola
For more specific legal assistance related to your situation, please contact me through gaboogle.com or via email at connect@gaboogle.com.
Disclaimer: This correspondence is provided for informational purposes only and does not constitute legal advice. For specific legal guidance tailored to your situation, please schedule a formal consultation.