The complaint has been investigated and
resolved to the customer's satisfactionResolved Singtel — errors in billing multiple times-no solution, continued to bill, poor response from complaint email to singtel
resolved to the customer's satisfaction
The long history of poor services started last Christmas when my mobile phone line was terminated on Christmas eve (2009) when I just started to subscribe for a new 3G iTwo Plus for 2 years with 10GB data plan. During that time, I even got my whole family to re-new their contracts (4 person), upgrade my broadband, phoneline, and even got Mio TV (Mio Plan with 30% disc for 4 person tagged to my phone line). All these signing up process was really quick, and the service during sign-up was excellent service I have to say.
Then came the wrong calculations of the bill. I was subsequently given only 20% discounts for a few months before I get to know it (I trusted Singtel, so I didn't see the bill till April 2010). However, I was wrong. I found out that I was only given 20%, and called it. The process of calling in was irritating as I have to wait for a long time 20-30 mins at office hours. When I got through to a Singtel Helpdesk staff, I told them the whole story. Then I was told I called in the wrong department, and will proceed to transfer me to the appropriate billing department. Then another wait of 15-20 mins came along. Finally, the Billing dept staff picked up the phone, and I have to spend time to tell the whole issue all over again. The solution is clear, he assured me Singtel will not commit the same mistake again, and will give me 1 month of free subscription.
The whole issue explained above happened 3 times. I did not even receive any free subscription from Singtel, and when I call in to ask about this, the staff merely say I have to prove it. How do I prove when everything was done over the phone? Ok, forget about this issue, I just hope singtel will stop making mistakes, and then give me extra 'work' all the time to call in, and nothing gets solved.
In Oct 2010, I got shocked when I saw my billing. I was charged for $299 data plan cap when I have already subscribed for the $20 per month 10GB for 2 years. I have to call in, endure the same process as above, and check why was I billed this amount. Singtel explains that I was billed wrongly. They explained that they thought my subscription was only for 1 year. This time, they do not offer any free subscription as compensation, but only waive off my data plan charges for the month. I was clearly upset that only a waiver of $20. I just want to have an error free bill for in my 2 years of contract.
In the next month, I got to know my bill was overcharged too. I gets so frustrated, and I decided not to call in anymore, but write through the email to Singtel. No solution was given, and the attitude was poor.
Singtel makes it so easy for people to sign up, but makes it difficult to call in to check for errors or to find solution. At this point, I hope to severe all ties with Singtel including my Mio Home plan (I also had Mio TV issues many times during the World Cup), but my contract left until Oct 2011.
It will be great if there is a clause for consumers to get released from the contract when Telcos are not fulfilling the contract terms. Signing-up is easy, but to get good after-sales service is difficult. My monthly bills are at least $100 and I travel extensively to overseas leading to high bills of about $500-600.
I hope Singtel can contact me soon to give me a resolution.
My request is simple, get my error billing solved as soon as possible, and no mistakes in my billing for the rest of my contract.