SingTel
Reviews and Complaints

I recalled every single times I was struggling when it's come to recontract my phone line and this year I have decided to write in. Being the no.1 service provider telco I personally think you can do better than this. Called up 1688 after tried to do it online for few weeks as the system keep on saying upgrading in progress. Then I was suggested to call up 1608 instead but the upset part is 1608 ask me to call back 1688 as they only have iPhone X available at their side... called back 1688 again say nothing they can do but instead ask me to walk in... as the line is always busy yet I'm patiently waited for their assistance but at the end of it nothing was done. All I need is to do recontract to 256Gb Jet Black with combo 3 but each time of waited end up they checking on wrong product n requirement. I have wasted my half day of my off but yet ya I still not able to do the recontract. Now I'm heading to Paya Lebar Sq just to see this can be done because when I tried to call [protected] yet they cant even assist me on the ready stock available at the branches so I have to try my luck to hop in every single Singtel shop if I desperately want to recontract it... I will say this is upsetting!

I am staying in the Kew area in a landed property. The mobile signal is hopeless. It feels like we are staying in Timbuktu. After numerous complains, Singtel finally provided a Call zone base which provided the signal. Then the call zone died on me on 26 Dec morning. I called the call centre requesting for technical assistance, all I get was we will arrange a call back. In a few hours, they did try to call back BUT my mobile was in silence mode as I was in a meeting.

When I realised it was call from Singtel, I stepped out of the room BUT the line was cut off. I waited BUT they NEVER called back. Why can't they try at least 2 or 3 times whenever they do a callback. I feel as though their time is precious to them BUT our time is NOT precious to us.

I expected them to call again BUT they did not. Then I called the next morning (27 Dec). Again I was told they will arrange a call back. BUT no call back for the whole day. I called again on 28 Dec morning & true enough was told they will arrange a callback in the morning. BUT no callback for the whole day. Called them again at 8 pm & was told they will arrange a call back the next day.

As most online transactions now require otp that will be smsed to us, I was not able to do any banking or other online transactions. It wasted a lot of my time. This is sickening.

My account no. is [protected]. I have been very punctual in my payment. The bill dated 21.11.2017 was due to oversight that I didn't activate my replacement credit card which link to my Singtel bill therefore the bill wasn't paid by my credit card. I have made a full payment after I realized that I didn't activate my card but you still charge me for late payment. I tried to call twice but waited more than 10 minutes still unable to connect with your customer service officer for this matter. Please help to waive the late charge or any interest or so arising from this bill dated 20 Dec 2017( bill ID: 0122).

I sign up porting line on 24DEC(SUN) for me & my wife, and was told the port over line is on 26DEC(TUE). During morning of 26 Dec, i called in to ask when the line will be port and was told 11pm at night. I waited at 11pm and no line and tried calling 1688 for 1 hour plus and my M1 line was cut off so thought it will be ready but the technical guy(Opfa) told me to restart phone and do network reset but still unable to connect and said will check with network dept and said will be ready by 7am. At 7am, me and my wife restart phone still don't have.. called again and was told need to wait till 830am for the network/sim activation dept at 830am..called again at 830am was told 9am will be fine and will get a return call..but no one calls and i call singtel again. Despite so many call & promises my line is still not up. My manager can't contact me & i can't do my grab services. I demand an explanation from Singtel. Thanks.

I was supposed to collect the router on Christmas day and arrived at 12 pm during opening time. I was given a queue number r09 but was told to wait so that they can find my contract. I waited until queue number r52 and almost 1.5 he's before they called me again. I am unsure why the finding of the contract took so long while it was fast for other customers. Lady manning counter was polite but please look into whether there are systematic errors which caused the long wait. Updates during the wait and some expectation of the wait time should have been given to myself once the wait exceed more than 30 mins. Thank you

Hi, on 22/12/17 I have called the customer service hotline 1688 and was holding on to the phone for 2 hrs hopefully someone can assistance. But unfortunately NO available agent answer till the phone system automatically cut off my Long waits...
I believe that customer service is 24/7 to assistant your SingTel user ? I need an explanation.
My account [protected].

Having been with SingTel for more than a decade. I've got superb service with them. But am utterly disappointed by the recent transaction made recently. I called in 1609 on 4th December 2017 to recontract my line (combo 6 - iPhone X) and the call officer said someone will call me within 5 working days to inform me and confirm the date and time of delivery of handset. I waited till 11th December. Still no call from anyone. I had to call in again to check. And they finally got back to me on 16th December 2017 advising me the delivery date will be on 20th December 2017 and got me to choose between 9-12pm or 2-5pm. I chose 9-12pm. Today, 20th December 2017. I took a day off and Waited the whole morning at home and there's no one coming. Called in again, now I'm told that there's no record of the order. WHAT IS THIS? I am really furious now. I'm experiencing really awful encounter with SingTel and am utterly disappointed by this horrible service that I'm getting. This is totally unexeptable!

Dear Sir,

I would like to file a complaint regarding the above mentioned.
I have make a relocation service a month ago at Singtel Jurong Point for the relocation of internet service. The appointment date for Netlink installation is on 16 Dec at 7pm and router installation on 18 Dec, 9-11am.
Unfortunately, we are waiting for nothing. No one turn up.

I make a call to 1688 and log the case [protected], the customer service officer told me that the appointment has been make but was not confirmed. I am puzzled? Why appointment has been make but not confirmed? I was asking the customer service officer during the appointment 1 month ago and he was very sure that there is no need to do anything, no ref no given and no confirmation is required. End up, nothing has been scheduled.

By hook or by crook, I want my internet to be up by today 18 Dec 2017 latest by 5pm . Otherwise, Singtel should responsible for the extra data usage from my mobile .

regards,
Sock Ching
S7389310J
H: [protected]

My husband is a singtel customer and it had been years we are use singtel as a service provider. Recently singtel agent had contacted us to get a change of service and the agent had actually told us to get a new router down at [protected]@313 with the email that he had send to us. So one of the day we had actually went all the way down to [protected]@313 to redeem the new router but was rejected due we do not have the sales agreement letter. We contacted singtel to verify and got to know that we are nt qualify for the changes if a new router. So base on the info that the agent given to us was a whole crap? We are taken like a fool dragging ourself to somerset for nothing and dragging 2 kids along 😡 at the same time my hubby having to rush home and ready for work! I still awaiting for explaination from singtel.

Hi, base on my latest bill, reconnecting fees was charged. As I have communicated with the customer service, is Singtel terminate my line wrongly which I have already paid the phone bill last month on 7 Nov, the due date was on 9 Nov, but they terminated my line on 9 Nov, and reconnect for me after verify on 10th nov morning, the customer service told me to send the prove of payment to the [protected]@singtel.com which I do so, but she claims that I have pay to a wrong account which confused me as I pay this through the Singtel apps, after, I was curious and walk in to the respective bank to verify where's the payment gone through, and the back told me that the payment was paid to Singapore Telecom. I called Singtel again at the evening of 9th nov, and the staff told me there's nothing to do for me as I paid to the wrong phone bill, and I check again for the internet banking, the receipt reference have 8 digits which I assume is the staff misunderstanding the reference number is phone number and keep mention that I have pay to the wrong account ! After I find out from every each of my friend and check their internet banking of the payment to Singtel, and it's true, the 8 digits is reference number is not phone number ! So I was so angry that why Singtel customer service has poor knowledge and information of how the bill system and keep asking me to show the prove and refuse to reconnect my line. But since they have reconnect for me on 10th nov, so I decided to put this behind, and no to ask for anything. BUT On 15 Nov, Singtel suspend my line again for no reason, I called to the customer service 1688 on 16 Nov and mention I have paid the bill on 7 Nov, and tell them again I have sent my receipt to [protected]@singtel.com on 9 Nov 2:04PM.after verify they reconnect the line to me on 16th nov morning. I will not recognize the charge of reconnecting fees as I feel so innocent at first Singtel shouldn't be suspend my line since I have already pay my bill before the due date, and even u all suspend my line, I have call to the customer support and sent my internet banking details to shows I have paid but u guys tell me I pay to the wrong phone number which the wrong phone number is invalid(of course because that is not phone number is reference number)!And this matter have really wasted my time to call to the 1688 and walk up and down to the bank and ask where's my money goes and the fact is the money has goes to Singtel which I guys tell me don't have and suspend my line for two times! in fact Singtel have to compensate me for the two days suspended my line which I have no data usage and phone call made on these two days !(9th&15th Nov), but I tot of forget it and put this behind coz it's tired of make complaints and call to the so call customer support line which not support me at all but make me more difficult ! But who knows when I view my bill there was a $20 charged of reconnecting fees, and I'm really super disappointed and very very angry about this matter !
Please advise or forward my message to person who may concern thanks !

Firstly, the bill was sent to wrong address and such leads to reminder notice and final reminder notice charge .

Subsequently,
A 3 months subscription that was suppose to be waived to my Account [protected] for number [protected] was not indicated but additional instead and the amount was not tally.

Further to that, a credit amount was discover in another Account of mine [protected] for number [protected].

It was of a different account number and yet it was messed up .

After rectifying with the manager Ms SUMMER at number [protected]
on somewhere Mid November, On 1st December, I receive a Reminder Bill ID [protected] of amount $142.41 which was not suppose to be .

The account is so messy .

Please check and call me at my number [protected].

regards,
Ms Teo

Sent:October 23, 2017 at 5:06 PM
To:[protected]@singtel.com
Subject:Feedback Form

Feedback
-------------------------------------------------
Nature of Feedback: Enquiry
Commenting On: Home Telephone
Service Number: [protected]
Your Comments: Home Telephone Acct [protected] was terminated more than a year ago but the credit was not remitted to the GIRO account POSBXXXXXX113. Please arrange to do so asap. Thank you.

On the 5th Dec early morning around 4am, I made a online recontract but failed to completely complete the transaction due to payment issues but was given a order number 5727919 and I was supposed to expect an email to get a link to complete the payment and transaction.
On the 5th Dec, morning 8am, I made a call to 1688 to see if it can be completed via this call and was told that they cannot do anything except to wait for the email to be sent to me. On 6th Dec, I made and other call to 1688, telling them I still have yet to receive the email, this customer service, help me to call to the relevant department, and come back to me and ensured me that the transaction for the order is confirmed and delivery of the phone will be as scheduled and as for the payment, they will contact me later to provide me the link to have the payment done, nothing to worry about.
As my expected delivery is on the 7th Dec, 2pm to 5pm, I patiently waited for the delivery of the phone. 5mins to 5pm, I made another call 1688 to complaint that I still had yet to receive the phone, the customer service check and then told me that the phone is with the delivery team and it will be done by today and expect the delivery between now until 9pm. I hold my anger and request for the number of the delivery team so that I can coordinate my delivery as I cannot be waiting again until 9pm. Instead the customer service ensure me that the delivery team will contact me in 10mins time. Again I waited for 30min, I call customer service team again, another customer service answered and this time, he told me, my order was not completed and therefore nothing will be delivered me and I need to cancel this and made a another recontract.
Now, imagine, the time I went through the order, Imagine the number of times I call 1688, imagine the time I waited to get through 1688, imagine the time I spend explaining to them, Imagine the time I waited and hold for the customer service to check and get back to me the answer, imagine the time spend on each day waiting for the customer service to get back to me and imagine the whole day waiting for the phone to be delivered but at the end was told that my recontract was actually not completed after going through so many days of calls, time spend. These customers Service Officer are just good for nothing, wasting everyone precious time and all they say to you is sorry. You just have to imagine how frustrated, angry or whatever you can think of me at that moment, making us like a fool.
I being a Singaporean and Singtel being our national telco, having such a unproductive, useless customer service, unreliable commitment to customer, unreliable messages of information to customer, unreliable promises, I really feel a shame for them. They just take us for granted. Having this number and loyal with Singtel for more than 30 years, I guess is time to give up.
No wonder, our country is facing major crisis such as our MRT system. Small simple problems like these cannot even resolve, how to solve problems like our MRT system.

dear

I have made an online purchase and re-contract on 5th Dec 2017.
however your online system has issue, the amount has been debited from my bank, yet no order has been updated at your end.

I have called the customer service on 6th Dec 2017 twice, no one get back to me.
I called again today. finally, they replied: Miss, due to technical issue, we can only do a refund then you may re-order. however refund will take 3-4 weeks!

what is this? does it mean that singtel do not need customer like me?

my number is [protected] /alina.

based on my record with singtel, I have been a long time customer with prompt payment.

no one offered to arrange the re-contract for me, or provide me other resolution.

if that is the way, I would rather pop my number over to another telcom

I'm now in Waterway Point singtel shop. I had been here since 1648 hrs today (05.12.2017) & still waiting for my number to be called (my number S3057) & it stated the estimated waiting time is 110 mins but till now @ 1955 hrs - my number had yet to be called - v sad - pls & hope the staffs over here to be more efficient. Many thks ( I'm still waiting & I don't know what time it will be my turn) 😩
There were at least 6 numbers before me had left the SingTel shop in Waterway Point & now is my turn @ 2021 hrs
The next day - discovered
V funny when try to insert my Daughter old SIM card to her new iPhone 8+ ( where there was a old SIM card inside the NEW iPhone 8+ ? & attached photo of the Old SIM card from SingTel, so your department can do a check - is it what I'm getting was a rejected iPhone 8+? Pls reply and many thanks
(Had sent the above to SingTel App -Message U - but no reply)

We need to work things Right!
Pls email me @ [protected]@gmail.com

Dear Sir/Mdm,

On 4th December 2017, my Indonesian client whom owns a property in Singapore went to ION Singtel to apply for internet and tv for her 17yrs old daughter doing her studies in Singapore.

And she was rejected twice, the first time was at Suntec branch, therefore she called me to assist her on this issue.

On 5th December 2017, to my dismay I personally brought my Indonesian to ION singtel to apply for the internet & TV.

Issue 1:
1) Due to Singtel SOP, foreigner not based in Singapore owns a property even paid ABSD 15% and daughter 17yrs studying in Singapore couldn't even open an account with Singtel?
But ironically there are no issues or whatsoever SOP by SP powers & IRAS to pay tax etc & Banks that do her mortgage loans!

Issue 2:
2) Out of goodwill or I have no other choices so to use my NRICS to apply on behalf of my client.
However, I am utterly disappointed with Singtel services because they asked for a $400 cash as a security deposit from me (which I dont have at that moment). Client went to OCBC ATM to draw.

The reason was that 1 year ago when gotten my new house with my wife and I went to Hello Singtel @ comcentre to apply but was rejected due to an internal system issue stating I have outstanding payments?!

In my whole life I did not have/want any deals with SINGTEL but only with Starhub (no issues) and they accused me that I did sign up at woodlands? (I stay Chinatown that time).in the end, they realize that the signature differs and giving me and my wife a lot of hassle but to sign up under her name and they promise that they will resolve this issue. No news or anything from Singtel then on. I did not even pursue this anymore.

To my utmost disappointment, today with my client they came up with this issue again seeking a $400 security deposit and that's in front of my client which greatly affect my business reputation and beside my credit are Á'ratings - CBS.

1 year ago I requested to see the contract I signed @ woodlands which I obviously did not! Singtel brushes off and turn down my request. No compensation no apologies.

Kindly see attached contract & invoice which my NRICS is correct but I did not change my surname or name to YONG HUI HAI. (the staff still ask me did I change my name previously?)
This is a serious issue and please look into this matter and revert how Singtel can compensate on the above mentioned.

I will look forward for your favorable reply!

Regards,
Alan Yan mortgage guru
HP: 9857 6524

Placed an online order on 13-Nov-2017 (Order #[protected]) and no news or contact from Singtel, called the customer service and they promised call back and they never did. Tried frantically for 10 days and eventually only could reach Singtel via the online live chat on 23-Nov-2017.

However although the phone was scheduled to delivered on 4-Dec-2017 between 6pm till 9pm (yes 4-Dec-2017), Singtel is totally swarmed with business. Their courier, Ninja Van, just sent an email and said sorry please reschedule.

This booking was done on 23-Nov-2017. Way way in advance as you do not do weekend deliveries and I cannot do self-pick up from the Singtelshop.

Customer hotline is always engaged. When you do get through, customer service officers need to investigate but never call back. Customer's satisfaction is not important?

i was renew my CIS plan for my two combo 3 plan on 21.10.2017. i found that Singtel had double charges $418.00 for my the plan no. 9899 2656 which buying Smasung galaxy note 8. I did call many times to the customer service & ask to clarify for the double charges. I had email the proof of double charges on 29.10.17 & i did double confirm with the bank Singtel had charges two times for the plan. I did told the customer services I did clarify with the bank.
BUT no reply & response from the customer service after I sent the proof of payment email.
I really can't remember i did call how many times to ask for the update & UNTIL NOW no answer from you!
i has been renew contract for one months ++, I just need the answer of double charges.

REALLY very poor services received from SIngtel & very disappointed the services provided by the customer services.

MAY I KNOW WHEN CAN I RECEIVE MY REFUND?

Hi,

Recently I have signed up a CIS plan with Singtel (with number porting from M1). hp no. [protected].

On the 23rd Nov I have received the SIM card. However, up till date, the number have not been ported to the new SIM card (it's suppose to take 3-5 working days). Its already more than 5 working days.

I had to give multiple calls to Singtel customer care, and they did not give me a valid answer of why the delay and not solving the problem at all. Merely a porting over of number, and this service is what I get?

I demand Singtel to solve this problem asap and waiver to my next phone bill.

I had recharged my Prepaid mobile no.: +[protected] with SGD 10.
Now Singtel offers free incoming calls for some days and 500 MB of mobile data in 'Special Accounts'.

Now I saw my Main Balance is S$6.23

I do not have information on how balance deducted from my Main Balance. Data balance is still 278 MB in my Special Accounts data.

This may have happened before but this time I noticed. Just yesterday Main Balance was above S$10. I was planning to buy a S$10 data 1 GB data plan for 30 days after this.

This should be clear how was money deducted and there need to be a webpage having such information.

I feel misinformed and accidental charges were deducted.

It would be appreciated if I get my main balance back.