Tracy sent a message to Chua Sock Koong CEO, SingTel – email address that said:
Dear Ms Chua, Group CEO of Singtel
I am writing to share my unpleasant experience with Singtel, and seek your help to review my case.
Being a faithful customer with Singtel for umpteen years, I finally persuaded my husband to switch from StarHub to Singtel for our home entertainment and his mobile services, when we moved to our new residential apartment.
The switch was activated in mid Dec 2016. To our disappointment, our Singtel broadband connection went down on 19th Dec 2016. Despite our numerous calls to Singtel customer service, the issue was not attended to until I wrote in to complain on 27th Dec 2016 and requested for your email address. My husband and I were told to limit our mobile data usage, and we tried, so as to avoid choking up high mobile bills.
You can imagine the frustration and inconvenience my family experienced for being “disconnected” when we were left without broadband connection for 12 days in December period when I was clearing my annual leave and working from home so as to accompany my 2 children during their school holiday. My husband even contemplated of switching back to StarHub, but I opined we should give Singtel another chance to make good and restore our confidence. The issue was finally resolved at the end of day 30th Dec 2016.
Lately, I discovered from the bill that the data usage on my another mobile broadband (96592410), sometimes used by my boy, incurred $120 between 27-30 Dec 2016. Given the lack of access to home entertainment programme, land line and wifi for over a week, boredom must have driven him to video streaming. I had no knowledge of him doing that as I often returned back to office for meetings then.
While I appreciate that Singtel Consumer Operations has kindly agreed to reimburse $60 ($30 for downtime of home broadband service, $10.00 to cover excess data charge on my husband’s mobile line, and $20 to cover probable excess data usage on your personal mobile line), I’m very upset that they declined to waive $120 incurred for the line, when I wasn’t even seeking additional compensation for the undue frustration and inconvenience caused by Singtel’s poor service performance.
I thank you for taking time to read my feedback and look forward to a favourable outcome. Wishing you a Happy 2017!
Regards
Tracy
