Lim sent a message to Chua Sock Koong CEO, SingTel that said:
Dear Ms Chua,
A year ago when recontracting my mobile service, I came across a promotion on the Singtel website where subscriber is entitled to some voucher having spent a minimum of S$250 a month for 12 months consecutively. To confirm my understanding, I went to the Singtel shop at Tampines Mall to check with the staff. While queuing for a ticket, the staff asked me which service was I looking for. I asked the staff for more details on the promotion and was advised the requirement is to maintain minimum of S$250 spent a month for 1 year to entitle for the S$350 voucher. As i got my answer I did not take a Q no.
A year has past and I did not receive the vouchers thus 2 weeks ago, I called the 1688 hotline to enquire. After the agent checked, the reply was the S$250 minimum was to be before GST, this was never highlighted to me a year ago when I was down at the shop asking the staff for advice. Further the agent asked me to provide name of the staff who had given me the advice a year ago! How ridiculous is that! How would anyone have a reason to remember the name of a customer service staff and the date if their query has been answered. As I could not provide the required details, the agent said nothing can be done as I have no proof.
My whole family of 6 are subscribers of Singtel services + Mio TV, but split into different accounts although we all have the same registered address and enjoying the bundle discount of 30% off subscription. If I know of the S$250 before GST requirement I could easily move all under my account without spending an extra cent more and definitely exceed the minimum criteria.
I am writing to express my utter disappointment in the service that Singtel is providing its customers as Singapore's leading telecommunications provider. This is a representation of a company growing too big that details are lost, lack of training for staff when they do not know to advise customers on the benefits they can enjoy by having multiple lines and/or services with Singtel.
Regards,
Kelvin
