Step-by-Step Guide: PLDT Refund for Canceled Application (171 Route)

This guide outlines the specific sequence required to request a refund for a PLDT application that was paid for but subsequently canceled or not installed.

Step 1: Email Your Documents in Advance

Before calling the hotline, you must submit your supporting documents to documents@pldt.com.ph. This ensures your records are already in the system when you speak to a representative.

Attach the following:

1. Valid Government ID (e.g., Passport, Driver’s License, UMID).
2. Letter of Request for Refund: State the reason (e.g., application canceled or not installed) and include your signature.
3. Screenshot of Payment: A clear copy of the transaction confirmation or official receipt.

• Email Subject Line: Refund Request - [Your Full Name] - [Account Number]

Step 2: Prepare Your Verification Details

To navigate the 171 hotline, you will need an active landline number and its corresponding due date.

• The Landline Number: You can use any active PLDT Home Fiber landline number (it does not have to be your own).
• The Due Date: You must know the due date for the specific landline number you are using.
  • To check the due date: Send an SMS with BAL <landline number> to 0970-0000-171.
  • Format: Note the date in MMDD format (e.g., if the bill is due on April 8, use 0408).

Step 3: Call the 171 Hotline

Dial 171 and follow this specific automated menu path:

Step 4: Speak with Customer Service

Once connected to a representative:

1. Inform them that you have already emailed your documents to documents@pldt.com.ph.
2. State that you are filing for a refund on a paid application that was canceled or not installed.
3. Fill out the Online Form: The agent will send you a link to an official online refund form. You must complete this form to finalize the request.

Tip: Always request a Reference Number or Ticket Number before hanging up to track the status of your refund.