Mrs Ho sent a message to Chua Sock Koong CEO, SingTel that said:
To Ms Chua,
RE: Enquiry with regards to bill dated 30 March 2016. (Request for waiver of data exceed cost of S$28.04)
Bill from Singtel (dated 30 March 2016) stated that this account no exceed the Local Mobile Data/GPRS Data of 12 GB and was charged an additional S$28.04.
Have called the Singtel hotline on 31 March 2016 twice with regards to this queries. After hours over the phone, the hotline team is still unable to answer to my queries (Do want to comment the patience the team has to explain the different situation to myself). As such, there is a need to escalate this to yourself.
1. Based on history record, I have never exceed the 12 GB data plan, neither do I have high usage on the data plan. There is no change in how the phone (data) was used in the previous month as compared to the other months where the data usage is on the lower end. I did not travel oversea. I was home most of the time using my home wifi (most of the time). As spoken with the Singtel team, my phone wifi is switched on 100% of the time. As such, I do not understand how the data managed to exceed 12 GB (more than 17 GB as indicated by Singtel in the bill). This is puzzling and not acceptable.
2. Requested for the breakdown of what causes the data to exceed. However, understand from Singtel staff that due to privacy issues Singtel is unable to obtain this information.
3. As such, am unable to pay for the additional data incurred (out of the blue, just like that).
4. I would like to request for the waiver of the additional cost S$28.04. (Have made known my request to the Singtel hotline team yesterday. However, understand from your team that the request will not be approved)
5. I trusted Singtel provider to provide the best phone service to myself (even when most of my family and friends have switched to other service provider due to better plan etc). I still wished to continue using Singtel in the future and sincerely hoped that Singtel will be able to waive off the S$28.04 this time round.
Looking forward to a positive response from you and your team.
Regards,
Mrs Ho
