Yeo sent a message to Chua Sock Koong CEO, SingTel – email address that said:
Hi Ms Chua
I need to bring to your attention that I am utterly disappointed on the service provided by SingTel. My recent dealings with the SingTel staff via the customer care hotline as well as the manager suggest that SingTel has a lot of catch up to do if you want to match up to the competitors. I will highlight 2 incidents as follow:
Online Contract Renewal issue - I encountered technical issue when doing online contract renewal. I called the customer care service hotline on 2 May and they told me to send the screen shot of the error to an email address. I was told that they will come back to me the following Mon. However, I didn't received any update till I have to call in on Thur to check. I had to call the customer care hotline and go through a few rounds before I decided to talk to the manager as most of the staff can't help me. After clarifying with the manager, she puts me back to the customer service officer where I encountered problem again. Thereafter, I told the manager that I give up and no longer keen to renew my contract. Will hold onto my line till Aug 16 before switching operator.
Number Porting - Encountered issue on number porting when Singtel rejected my request on 9 May. I decided to switch mobile operator for my Daughter's line to M1 after my bad experience with SingTel. I am the guarantor of this line and I went to M1 shop to fill up the authorisation form for number porting as well as to transfer the line to my direct ownership. However, the request was rejected and I called in to the customer call hotline again. They told me the rejection was due to ID issue and I need to do transfer from my Daughter to myself first before doing number porting. I told the officer this is silly. I am the guarantor of the line and I can't do the transfer at the same time when doing number porting. She told me there is limitation in the technical aspect as the ID must match. I felt angry and told her to terminate my line with immediate effect without the number porting.
With these 2 incidents, it further justified my decision to switch mobile operator. These are only 2 of the many unhappy incidents that I had with SingTel. I have another 2 mobile phone lines with SingTel and fibre plan with SingTel. I am determined to terminate all services with SingTel once the contract is up. Like what I share with your customer service officer, Singtel really need to improve on your customer service else you will risk losing my customers like me. In fact, I have friends and colleagues Aldo facing the same issues.
From your angry and disappointed customer
Yeo
