SingTel
Reviews and Complaints

Came down to AMK SIngtel Shop at 3.00pm to change the faulty Samsung S8 purchased at Singtel Road show on 24 November 2017. The salesperson at Singtel Road show advised the phone can be changed on to one within seven days from the date of purchase.

This was conversed to Singtel Customer service at 1688 prior proceeding to AMK Singtel Shop. Was advised to bring the full sets on what is delivered/packed with the box. I did that and heading to AMK Singtel Shop.

At AMK Singtel Shop, the customer service, Mr. Daniel Lock had to look into the phone, then the battery is down, he bring the phone to the staff room to charge. After 30 minutes he is not out and when enquired his where about with another staff, he then came out and advise me the phone could not be 'ON' and tell me there maybe other fault. I have told him the reason for coming into the AMK Hub to replace the faulty phone with new set as per advised by the customer service -1688 and the sales person at Sitex Roadshow. I told Mr. Daniel Lock if the same model not available, a new set will be delivered to me as per communicated by the Customer Service -1688. He refuse to listen to me and advised Singtel do not do such service. This is not first time I purchased Samsung phone from Singtel. Previously I have the replacement phone delivered to home as the phone was noted not 'Clean'-photos of technician in the phone.

When I enquired Mr. Daniel Lock on when the same model be available at AMK Singtel shop, he could not answer me fully. He told me to wait for call from Singtel on the mobile phone will be available. I need the time frame and whether to get spare phone or not. I left the shop at 4.pm and take one hours to go through the hassle with Mr. Daniel Lock. Suprisingly today, at 7.47 pm on 29 November 2017, Mr. Daniel Lock call my mobile and advised the new set is now available at AMK Singtel Shop. Due to work commitment, I told him, I'am not able to change the phone tonight or tomorrow. This kind of service provided by Singtel is really bad with the salesperson/customer service not able to tell us on the products movement nor other Singtel shop available. He should not have take my phone into a room, privy to the Customer as Customer unable to know what has happened behind the door. He should charge the phone on the table provided within the shop, as I bring the box, the phone can be charge with the charger avaialable in the box.

BEWARE BEWARE fellow singtel prepaid users. Main account balance deducted without using internet but due to background data usuage. $2++ per app data usuage. It will cost you bomb if you are unaware. Do not think of subscribing the social plan, go for the data plan; 7 or 30 days. No returning of the balance even if you call the customer care. The only comment I received is ‘sorry for the inconvenience caused'. That's all.

Feel cheated by the singtel social plan.

Total 3 problems:
1. I requested activation of caller ID 1 day after my re-contract for my mobileshare that was signed up using my landlord's CIS scheme. I called 1688 for the application and was handled by Norman. Application submitted on 16 Nov 2017 and was advised to check for the caller ID on Monday, 20 Nov 2017.
I checked on monday, still not yet activated - called 1688 and was put hold for 48 minutes. I was requested to provide the mobileshare number - which I gave - and the CSO told me that the number is not registered. I was shocked as my mobileshare number is totally active and I have been sending sms and using it for calling my sister. After struggling for 20 minutes which Sabrina kept claiming that the number is non-existent, in the end, she found the number. She told me that the number is under new system that she is not familiar with. Hmm.. is this how Singtel train their staff? Long story short, I was told that the application has been submitted and still pending action. The caller ID should be activated within 2 days and was advised to check on Wednesday, 22 Nov 2017.
I checked on wednesday - no caller ID.. I called 1688 again and put on wait for 47 minutes. I was served by Nik. I was again told to wait 2 business day since there was a system error previously. I asked whether manual request can be done and the staff was baffled. He told me that investigation team has been deployed and based on procedure, no action to be taken except just wait. I was assured that on Friday, if there is still no caller ID, somebody from the investigation team will call me and explain.
Today, 24 Nov 2017.. still no caller ID, no investigation team.. nothing. I was wondering does Singtel tell their staff to give blatant lie to their customer to avoid the problem?
I went to Singtel shop and they told me that the "caller ID should be done within an hour.. 1688 always make life difficult" - quoted from the shop staff without any additional word. Since I have applied via 1688, I was afraid of double application, thus, I decided to call 1688 again after coming back from the shop. No solution. Same answer - investigation team has been deployed, just wait. Till when, Singtel? Till I die?

2. During the same re-contract as above, I purchased Samsung tablet for my main line which was signed up under my landlord's CIS scheme. The Samsung tablet kept blinking at random timing. Thus, I asked 1688 whether I can exchange the tablet. I was told that Singtel is only distributor and do not handle problematic device. I approached Samsung for their help and they asked me whether I have contacted Singtel. Samsung said that within 7 days, the tablet can be exchanged under Singtel not Samsung as the Samsung service centre is dedicated for repair. I get back to Singtel and again, was told to go to Samsung service centre since Singtel is only distributor. My question is.. distributor is the link between supplier and customer, no? Does this mean that you release your responsibility once you gave the product to customer? What is the agreement between Samsung and Singtel? When I inquired on this, I was told that the agreement is confidential. Then in this case, should i trust Samsung or Singtel? Should I go for exchange under Samsung or Singtel?

3. As my re-contract is under my landlord's CIS Scheme, everytime I called or went to service centre or singtel shop, my landlord need to be present due to PDPA. My landlord was pissed off with me for the 2 matters above since I kept asking him for verification purpose. Can't Singtel put a very simple measure on this? For example - the CIS sign up can be under my landlord name but tag the number using my name and IC number. This gave the device owner flexibility on checking the billing, applying/cancelling add on and requesting for service at service centre. I wonder why Singtel staff never bother to propose a solution?

I hope that Singtel encourages their staff to propose a method for feedback by customer. If the add on application stuck at the system, do manual - not just deploy investigation team and then kept silence. If you are unaware of the new system - request for training. Singtel is shorten from Singapore Telecommunication. As someone representing Singapore, please, be more knowledgeable and responsible.

I do believe Singtel has the lousiest CSO. It has been a horrible journey for the past 17 years and will be for the next 2 years. I am wondering whether I should move on after the completion of my 2 years contract. I have been staying out of loyalty.. but, the horribleness only get worse. Sigh.. my patience is totally used up.

I was given a disconnection fee on my account with more than 10 lines due to late payment. I was trying to set up my giro account with singtel and not more than 1 months later I was hit with another disconnection fee again! Both cost more than $500.

The funny thing was that I was speaking to Singtel staff on payment matters throughout all the way. None advised me on an impending service disruption. It seems that Singtel only works by snail mails and no... no smses.

I am not told how to appeal the process. Singtel please get back to me at [protected].

Extremely POOR customer service, EMPTY promises!
2nd Nov: I had signed up a new home telephone line with Singtel, porting over my existing number from my M1 fibre plan. Took a FEW HOURS at the Singtel shop (on a weekday) to get the registration done, and was promised the line would be ready on 13th Nov. And if there was any issues, they would call me.
13th Nov I tested the line, not working!
14th Nov: No one from Singtel called me! So I called the CS. The guy I spoke to said it was because the order was not closed yet, and promised it will be closed by today or tomorrow.
16th Nov: Phone line still not yet up! And no updates from the CS, AGAIN! Fine, so I have to call CS again. This time this guy named Hamilton spoke to me, and said HE WILL PERSONALLY HANDLE THE CASE and put this issue as the highest priority. He said there was some problem with the telephone switch, and the techs will check. If necessary, they will inform me that the techs will need to go into my house and check the line too.
So the weekend passed, and I gave them extra 2 working days. Still NO UPDATES FROM THE CS!
21st Nov: So I called in AGAIN, and tried to ask for this Hamilton guy. The guy who picked up didn't have a clue who this Hamilton guy was. Wow! Fantastic! And he claims that in the system, it was another name that was handling my case. Ok whatever, so I told him that whoever is handling my case, can this officer please CALL ME BACK tomorrow.
22nd Nov: No callback from anyone in Singtel. Not surprised anymore.
23rd Nov: And I have to call in AGAIN for the 4th time! This time, I was told that the technician need to come to my home to check the line... WHAT? Then why no one from CS called me about this? So I have to keep calling your lousy line which I have to hold 10mins everytime to get to speak to someone?
Seems to me like no one is actually taking responsibility to really follow up with the customers? Really crap service, Singtel!

Hi,

I had wanted to change my SingTel number : [protected] to [protected](this number is currently under M1 but the contract has ended on 19 Nov 17). I was told my your staff that I had to go down personally to any SingTel shop to do this. I had no time to go down as both my parents are sick and my dad is in hospital and my mum had just been discharged.

Pls find attached a copy of MSF staffpass and help me do the necessary.

Thank you.
Lynn Tan

I'm a Apple fan and have had never failed to upgrade my iPhone handset with Singtel by re-contracting my current plan. I was directed by Singtel to register my interest for iPhone X at the beginning.

As the phone finally launched in Singapore, I was excited to receive SMS from Singtel to pre-order online and wait for confirmation email. I waited but, there's NO emails coming in my box. I called Singtel 1688, I got NO helps and was advised to continue getting updates through either Singtel website for or the retail store for iPhone X availability.

Since there's still a need to wait, checking-in online and retail store for available stock, I find it defeat the purpose of Singtel, requesting us to register our interest at the beginning?

Over the past 20 years with Singtel, I thought, they have not improved but, worsen in providing good services. I'm getting really disappointed!

I want to thank SingTel for forcing me to switch provider after holding the same mobile line with Singtel for 20 years.

I was panicky when my SIM went faulty about 36 hours ago. Presented by the customer service with the ONLY option of paying for a replacement SIM card if I choose to collect from a reseller which is less crowded (I just q for >2hrs at Comcentre a week ago for my son's new line and was not prepared to go through the same ordeal at a Hello shop), I considered a previously unthinkable path of switching my line to another telco. This decision was not easy but assisted by the treatment from SingTel customer service on 3 separate issues I had to contact their customer service the last 2 months.

The moment I found my line working within 2 hours of application to the other Telco, was when I decided that I must thank Singtel for my discovery of this easier, faster, not to mention much cheaper option (got a free handset for my mum too).

SingTel, I am very frustrated with how you do not value a loyal customer, and your inability to provide better solutions to a faithful customer. You overcharge and do not have the ability (or perhaps do not care) to help customer in distress. I regret signing up the new line for my Son and will switch my family members' line to other Telco(s).

Thank you for helping me to open my mind.

Dear Singtel, today I received 2 Singtel SIM cards re. 1711TE26290 and 1711TE27755. Items were delivered by XDel S'pore Pte Ltd which I presume is Singtel's delivery subcontractor. My complaint is regarding the Chinese delivery man who can't speak (or refuse to speak) in English although he must know by looking at my complexion that I am not Chinese and therefore not a Mandarin speaker. From the way he was speaking Mandarin, I can reasonably confirm that he is a foreign worker from mainland China. I urge Singtel to ensure that your subcontractor only hire workers who are do not refuse to speak English, because I am quite sure that they have to be able to do so in order to get employment here. If they refuse to do so, then they should be given a warning, and subsequently fired if they still would not abide.
Best regards,
Uda Thith

On 19 Nov 17, visited the above to check why the customer service agent took so long to come back me on an order that I have executed online for fibre Broadband service.
The service personnel at 4:30pm, did not appear helpful and very unprofessional. They don't look you in the eye and do their own thing when you tried to relay be issue to them.
And hey simply said they could not check from their end and just got to wait for the call.
I am just surprised what sort of training or people have been recruited by Singtel nowadays. He shop was also empty compared to M1 nearby which were packed.

I have activated the roaming plan and received sms ( ref screenshot) but was billed pay per usage $500. Please check and remove it. I also have a $195 deposit amount with Singtel which also not reflected in the final bill calculation but mentioned in the first page.

I have called Singtel customer care twice but no reply. I also submitted feedback. I also sent email. I still not get a proper response.

Date: 15 November, 2017
My Singtel Acct No. - [protected]

Incident :
Before the end of my broadband contract, I specifically let the customer representative from Singtel know that I do not want to continue the connection. In spite of that the connection has been left active and I have been billed for 1 month after my contract is over.
Now when I complain the customer representative from Singtel simply told me that I was told to terminate my connection and they can only do that now on my request. So I failed to understand which part of "...I do not want to continue.." the earlier customer executive failed to understand.

Resolution requested:
I am requesting a full waiver of this monthly charge, since I have not been using the connection at all. And I do not find a reason to be cheated out of my money for nothing by Singtel.

We called Singtel to confirm the process to formally terminate our account in May /June. As per their instructions, we sent them a written notice to terminate the account with signature of the authorized person in our company in June itself. Its November now and Singtel is still sending invoices. We discontinued paying them for obvious reasons and now they have sent letters through Collectius CMS to recover money.

I simply dont understand how can a big company like Singtel operate in such a way. Its waste of our time, energy and resources for us to deal with them. The funny part is that their officers send us emails from an email address to which we cannot send emails and when we call them the wait period is over 30 mins. So how does one communicate?

I read other complaints and it seems we are not the first to go through this. Singtel seems to have a pattern here. Are they doing this intentionally to make more money by wrongful ways? If not then why would not fix these issues internally and let them crop up on regular basis with different customers...

I asked for relocation service 12/09/2017, after a few attempts of the singtel engineers and it's still not working. Hence i asked for termination at the early October, and till now I'm still be charged for the monthly subscription fee. I followed up and called 2 times, each time they told me they'll call me back which never did. And I have to pay each month till they fix their system probelm and terminate my line.

So i guess i'm paying singtel to fix their problem?

I signed up for the MobileShare (number [protected]) under the main line (number [protected]) and until today (> 2 weeks) I am still not able to set nor share the data/talk-time with the main line.

I have previously called (1688) and message your customer service (using the My Singtel app) many times and each time they mentioned that it is being looked into and will be resolved in 1-3 working days.

Will I later received bill that I need to call Singtel to rectify the charges because of exceed usage since I understand that the issue is that the MobileShare number is still not linked to the main line?

Please look into the matter ASAP.

Please show me the disclaimer where it states that the iPhone x plus can not be purchased without a Singtel plan when signing up for registration of interest. I had registered since Sept and awaited until today where I was informed iPhone was ready for purchase at AMK hub, waited over three hours on top of the three months just to be told NO they can not sell it to me if I don't recontract. They are unable to even show me the disclaimer or the clause on the preregistration website and just told me to wait for an email from HR. No empathy on handling the situation or attempts to appeal or offer options to manage the mess. I don't need an email from ur HR to tell me I can't buy it, please show a screen shot from ur registration website where it states that customers needs to recontract or they can not buy it.

6 November 2017
Mohamed Khairulanwar Bin Md Ruduwan (S8802723Z : client number)

I have called up to sign up with Singtel's MioTV and its Fibrebroad Band services initially and to set an instalment date. However, the earliest slot date given by Singtel was at 31 October 2017, was changed without my notification and approval to the date on 3 November 2017. I called up regarding the installation date issue miscommunication.

To my displeasure, Singtel is unable to fix the appointment date on 31 October 2017 and the reason gave was due to "system fault" . I took leave to solely for this installation date and got ditched. Feeling frustrated, I have to re-adjust my schedule and fixed it on 6 November 2017.

I faced another problem from Singtel when the Singtel Installer Representative came to my house, insist to change to the audio voice over home line, (from Analog to Digital). Now my Home Line is not able to received incoming calls.

What if there is an emergency call to my Home and I can't received the call?

I have been a consumer for Singtel for a quite certain period of time and with Singtel providing these services to me has been outrageous.
I personally felt cheated, with Singtel providing an incomplete service which me, as consumer, being kept on hold for too long and as I expected a complete setup at my home.

As I have just recently signed up with Singtel for the FibreBroad Band services, and all the trouble and heavy load of inconvenience to me and my family

I demand a feasible compensation for the broadband services as this is an horrendous and outrageous experience ever with a local Telco company.

I feel so regret signing up with Singtel.

Hi I am new SingTel customer with fibre broadband.
My NRIC Is [removed] and address is [removed]. My actual net link appointment is 30 oct 17 and SingTel installation appointment is 2 nov 17. But nobody come and install on that date 30 oct and 2 nov although I took leave and wait at home. So, I feel so disappointed with SingTel service because SingTel fibre broadband installation waste my time and my leave. One more thing is that now I am using my mobile data plan to surf the internet and do I banking thing and paying bill for the government service, now exceeding the mobile data bundle. So, I need to pay the additional charges for mobile data usage because SingTel fibre broadband missed out the appointment and it affect to me a lot.
So, I want to ask the SingTel responsible person to see my problems and help me because I am the new customer and feel so sad with your SingTel service.

Date of incident: 4-Nov-2011, around 4:30+pm, Queue No. S3098, waiting time 2 hours.
Phone no. [protected]

At around 6.50pm, I approached the customer service staff who directed me to the store manager. I asked why is the Queue no, for Sxxxx series not shown. I was informed that "priority queue is given to Iphone and the waiting time for Sxxxx series is now 5 hours. Sorry for the inconvenience."

Seriously, you expect the customer for Sxxxx queue nos. to wait till 11 or midnight? Why did you not just inform me at the start when I came that today only iPhones are attended to?

I was so very deeply disappointed that i threw away my Queue no.

Desirable resolution: What happens to first come first served customer service? Please let me know when I can possibly get my phone recontracted, when your staff are willing to serve non-iPhone customers. I definitely will not go back to Tampines Mall again.

Honestly disgusted and disillusioned /:(

I called 1688 singtel hotline to check if I can downgrade my combo 12 plan as I do not need such a high plan anymore and asked them for best advice.

02/11/2017, NAZEHA attended to me. She told me I have to pay $675 for downgrade penalty fee and continue with the existing contract using a lower tier plan. She worked out a best plan with figure for me.

03/11/2017, FAREZ attended to me, he told me what NAZEHA said was totally wrong. I need to pay $675 + $450 instead. He said he do not like to use manual calculation like others because he only believed in what singtel system showed. He insisted that the system will not lie and give wrong and inaccurate information.
He then told me I can use my $500 voucher to offset my early downgrade penalty and recontract to a lower plan without having to fork out a cent. But I must pay for the handset according to the lower price plan. He sounded so confident and worked out a few plans for me and asked if I wanted him to help me to proceed right away. I then told him that I need to discuss with my husband and will get back to him. Before we ended the call, I did double confirmed with him about the plan that he suggested which is I can use the $500 voucher to pay for the downgrade penalty and recontract with a lower tier plan. He said yes and told me to call him back if I have anymore question.

Later in the evening around 6, I called 1688 again after discussing with my husband and we decided to proceed with the plan that FAREZ had proposed to me earlier in the afternoon. This time a malay lady took my call and I told her about what I want. After putting me on hold for awhile, she told me that it was impossible for me to use $500 voucher to offset the penalty charge. I need to pay the $500 then I can do a recontract to a lower plan and there is nothing SINGTEL can do. I told her about the conversation I had with her colleauge without mentioning the person's name but she asked me was it FAREZ that I had spoken to. I said yes and she told me I may had a misinterpretion with what FAREZ had said. She asked me if I wanted to speak to FAREZ and I told her YES please. She told me FAREZ will call me back but till now at 720pm, about 1.5hours after we ended the call. Nobody call me.

I am very disappointed with SINGTEL 1688 helpline operators. They
like to put customers on hold for a very long time but cannot help anything. They also like to push blame on other people.