SingTel
Reviews and Complaints

15 oct 2019

To the higher authority of the recipient team

We as singtel customers are truly horrified n upset by the way such a big service provider behaviour.

Our broadband home line n Singtel services were terminated due to some payment issues.

As the home line is very important for us as we have our ailing mum who is Bedridden 82 years old and our helper only relies on the house phone to contact US in case of any emergency. Even to call 999 or 995 or us in case of any emergency situation as she does not carry any mobile.

We kept on calling and talking to many CSO like Arya Aaron Usha John Parthiban Pathma giddian Farook Heera and especially to Kent from the broadband team and shakirah from recipient team a week ago.

Always the CSO answer or reply is we escalated to the relevant team and someone will call to fix appointment to do the We don't blame the CSO as they are told to do so and they followed the upper level instructions.

Full payment was made on 5 oct 2019 sat morning as per the advise of one cso. So mobile connections resumed but more impt home tel line not refixed.

When requested to speak to the relevant team or higher management no one helps and just avoid by saying don't know as per the instructions given to them.

The latest call on Monday yesterday when spoke to KENT from the broadband team who follow up finally revealed to our amazement and amusement that the delay bcos of wrong address issue.

That shocked us even more as we shifted to choa Chu Kang one year back from old place toh Guan.

Singtel knows how to send all bills reminder bills notifications and know how to terminate everything in this new premise but for refix KENT said showing old Toh Guan address so further delay is caused. This is ridiculous .

We almost waited 10 days ready and is Singtel going to take responsibility if anything happens to our mum and no way for the helper to contact anyone In case of emergency?

After speaking to KENT lastly I requested him to trf call to this SHAKIRAH who spoke to us last week but she refused to answer the call or never call back too after so much of waiting.
That's very bad customer service of Singtel staffs.

Moreover she can wrongly check and anyhow inform us that our ur contract no more and new contract when we only sign up less than a year so she not doing her checks properly.

Till now no one called and no one from Singtel give reason or any appointment to come to refix the wifi n home tel connection.
This is very serious and so much delay caused by Singtel.

If no action taken and nothing done by today we will bring this to straits times to make it an issue so people know what kind of service provider Singtel is.

Waiting for quick reply from Singtel.

Call [protected] for further clarifications.

I recently changed my broadband plan, hence a different, lower monthly subscription. Now, SingTel charges us in advance for the services it will provide in the following month. Therefore, in my latest bill I expected an adjustment (reversal) of last month's subscription since the current bill has the new item also. What this month's bill also has it another month's subscription charge towards my old plan - essentially instead of reversing / adjusting previous month's cycles old subscription charge, they ask me to pay again for the service I am not using in addition to the listed charge towards the service I am using.

The only solution offered to me by the tele-operator who didn't sound like they knew what they were suggesting, was to pay up extra for another month and then they will adjust it the next month.

Why should I pay up extra for yet another month?! Issue me a fresh bill with adjustments, since the due date is still quite far. By the way bill issue date is 15th Oct but I received it on 14th october; so take that extra day to fix the bill please. If I don't pay the whole amount you will slap me with late payment charges for something I don't owe you but infact you owe me.

Good Day,

Would like to give some comment on Singtel service.
19 August 2019
I had walked into Tampines branch to do card replacement due the phone lost, I had provided my passport for verification and collect the new sim card. After 4 hours I able to use back my service.

23 August 2019
I had started received SMS request me to walk into any branches for re-register my card or else the card will be terminated at 3 Sept 2019.

27 August 2019 -T20190908004NS050Z4255627
I had dropped an email to request to extend the termination date as I at Malaysia unable to back before 3 Sept 2019. During 27 August - 8 Sept 2019, I had been dealing with Singtel Service via email but the card still had been terminated without further informing.
I had just top up with credit around 30-40 dollar, the termination date should be 100 days.

1 Oct 2019
Finally, I back to Singapore and walked to Bugis Singtel, I had been await for 45 mins and informing the number not available now and request me to call Center for the further arrangement and request on activating back my number.

I was calling the Call Center for the arrangement and understand this need to take 7 days business day and is upon approval.

This very frustrated I been dragging by Singtel which no my false. During card replacement, I had walked in personally with the valid password. The end Singtel terminate my card was due to unclear information, this is ridiculous. Your procedure becomes a consumer problem.
There is no form, no photocopy require during that time, but why now you told me is my information unclear hence terminate my service.

I am very disappointed in your service which gives customer get in trouble and thank you because of this I had a switch to another Singapore telco. I will recommend my friends to another telco

Thank you for the past 2 years service.

Best Regards,
Ms Tan

I waited for 4 hour and there is no news from singtel. As a result also the miotv setup box was not change at all.
I have taken a half day leave and also wasted half a day waiting for service that never turn up.in fact i have check with 1688 customer office and it is in their system that the appointment is there and confirmed
Understand singtel will charge a no- show fee if i am not home to received the engineer.inthis case how will singtel address for the noshow appearance at your end
You can reach me at [protected] or [protected]@dci-consultants.com for further queries

Have reported my case with being payment to Singtel under my old account reference number on 18/7/2019 with my proof of payment emailed to g-mobcc@singtel.com

No reply of any follow up and the nighmare is
(1) Still keep on receiving SMS on my outstanding payment via SMS every month
(2) STill receiving reminder letter every month till Sept 2019
(3) The WORST part is that there is a charges of S$5.50 on all the reminder notice in my sept bills!

I have arranged called back assistance to request to resolve the outstanding reminder issues dated on 13/8/2019 and 10/9/2019 (time 4pm) and still being charges with the reminder notice in my bill
Case handled by Vilashiyan and Ewan on the above date

Hi,

I signed up for the Singtel home bundle (Home Tv & Broadband) on the 27th of Aug 2019. Then i received the appointment message for the Netlink appointment and Singtell installation on the 4th Sept 2019. But on the day of the installation itself, the technician told me that there is a problem at Singtel's end thus the will be no service even if they install that day. As i have already taken leave on that day i decide to just install it and maybe service will resume the next day or so.

On the day itself, i called Singtel to know the status and the reason why the service is not up. The Singtel customer servie told me that she will check on her end and get back to me, but next day still no news. Then i posted on their Facebook page and their social media department staff got back to us. For a few days she called only to tell us that she did not know the reason and is getting answers from the IT department. So today we received a call again and she said, to give 3-5 working days to get answers.

So my question is, what happens after that 3-5 working days? Do i just get an answer or will the service start? In such a big organisation, hard to believe that Sintel do not have the answer as to why i could not utilise my home tv and broadband services even after it being installed. I am sure they know the reason but they are just dragging it and keeping me out of the loop maybe becuase a mistake on their end. I mean mistakes is inevitable and i could accept it if they are just being honest with me. There is no point calling me everyday only to tell me that they do not know the problem and still checking on their side.

I hope this letter of complaint reach to a certain level of management in Singtel so they could see the severity of this issue here. I am being over-promised by the Singtel sales staffs. And i sure hope some kind of compensation on your end as i have been utilizing my data throughout these few days. Thank you.

Appointment id: [protected]

I recently wanted to re-contract my business line mobile phone. I was contact by your sales consultant business segment by the name of Ms Shanti by email.
For the business mobile phone re-contract, I was offered a list of mobile phones which was offered at special rates in the email to take up with the re-contract.
I selected a free mobile phone Model Huawei P30 Lite with $0 value as shown in the offer list and duly replied your business consultant.
However, she replied the free mobile phone I had selected was invalid and I must pay $988 for this phone purchase. My question is: -Why in the first case was this phone listed as $0 value in your offer list? Why is it that she did not refer to my queries about the phone value and just replied for me to pay $98 for the phone if I choose this model. In business an offer is a contract legally binding. can SingTel renegade on a written offer to your customer? We are all in business and we must uphold our business ethics. I attached the emails in jpg format related to this issue. The list of phones offered for the re-contract and and values can be found in the attached files. I hope Singtel will investigation give me a reply to this matter.
Regards WONG and I am a Singtel subscriber since the 1970s

Hi, I called 1627 to asked for technical assistance on my home broadband, your technical staff Miss Hama answered the call but after talked to her for sometime keep repeating I find it difficult to speak to her as she seem not familiar, I finally requested her to transfer to another technical staff .
But instead she transfer me to cooperate side which told me must transfer back to Home boardband technical staff, I wish to feedback Miss Hama should not purposely transfer me to other department knowing my Home boardband issue just because I asked her to transfer me to other staff.

The call was made on 1 Sept'19 at around 11:50pm .

Thanks
Vincent Chua / [protected]

13/08/2019 - Received a call from Singtel Customer Service regarding the re-contract of my broadband service. Spoke with Grace and the in-coming tel no. 6681 6462 was registered on my HP. She spoke to me about the 1 Gbps plan promotion and the prices that were on offer. Took up the offer and an agreement was sent to my e-mail address.
14/08/2019 - Called Singtel No. 6223 2122 with regards to a letter I had received which had a 2 GBPS plan and other free add-ons on promotion until 16/08/2019.Informed the CS on the line (Geetha), that I wanted to change the agreement from 1 Gbps to 2 Gbps as I was not informed by Grace about this 2 Gbps promotion. I was asked to call 1688 instead to explain the situation to them. Called 1688 and was told that it should not be a problem as my earlier 1 Gbps plan was not activated yet.The CS told me that he will escalate the mater to higher authority and they will call me back within the day itself. No such call back was received.I also wanted to install a second set top box in my home. Follow up calls by me on 5 other days and nothing was resolved and not a single call from the so called higher authority. I had called 1688 on 15, 16, 17, 20 and 22 Aug and all the while the 1688 CS will only say that they are unable to do anything and the case escalated to higher authority again. Received a call on 22 Aug from 1688 but nothing was resolved yet again. The CS gave me a case report number and again told me that she (Ms. May) has escalated the matter to the highest authority.
24/08/2019 - Received a call from 1688 again and this time the CS Karuna was enquiring with me if the higher authority had called me back. omg! this is just unbelievable. Nothing against any of the 1688 CS as they are only doing their job. Due to desperation, and needing a second set top box badly, I informed CS Karuna to proceed with arranging an appointment for installation, but I still wanted to keep my case on the 2 Gbps broadband open. Well today is 30/08/2019. 17 days after receiving the first call from Singtel, nothing has been resolved by the so called higher authority and I have already received my bill. What a joke. Bottom line - on 13 Aug when Singtel called me regarding the re-contract, I was not informed about the 2 Gbps plan. Why? We are talking about a first world telco, having a third world customer service. Perhaps their higher authority are so busy with their work that they don't even know where to start. Utterly disappointed. Case No. [protected].

Singtel provides a new data plan service (GOMO) which allows existing Singtel customers to switch over from existing plan.

This is processed online without any alert on implication (penalty of terminating existing plan). When the transaction is carried out online, it gives the impression of a seamless transition.

However, i'm only alerted of the termination charge at billing on 2019-Aug.
If this is performed over a counter, it would have been highlighted by the attendant and customer could make an informed decision. Instead of finding out when billed with the consequence.

Disappointed 15 years customer (netvault)

Dear Sir/Madam,

I have been supporting Singtel almost 20 years. Yesterday really a bad experience, happen at Serangoon Singtel shop, que no. S1063 about 440pm.

I am just to check whether I am about to re contract my 2 Mobile line, first he's ok, saying I am able to. But since I am corporate plan. He need my staff pass in order to let me know the details. Which I felt funny, as I thought unless I am re contract on the spot then it's needed right ? As we should be able to check on line for the Corporate plan right ? Fine. Maybe the rules have changed, he already showing me attitude. It's fine also. But as I am able to provide my certification for my company, then he say ok. Then just simply tell me your Corporate plan no difference. And you can't sign up those 40GB plan. Which your company don't have. And he don't even bother to double check for me any better or new Corporate plan. Okay, fine with it. I am telling him other providers it having better offer, and asking him can I keep my current mobile no. And which provider. And he simply tell me your contract end at Nov. you can go ahead ! That's it.

To my point of view, that guys might be a technical support side, maybe just cover counter for a while or maybe some manpower issue ? But to me. If you are a technician, if your supervisor request you to temporarily cover operator job. You should do your part as well right ? If you are unhappy with it. Simply let your supervisor know instead of showing attitude to customer!

Since my contract will end soon. I don't think I will carry on Singtel mobile. Thanks for the pass years been with Singtel. Really good experience in the pass years.

I went to the Singtel Store (Bukit Panjang Plaza) on 26/7/19 at around 1330 to ask if i could do a transfer of ownership on behalf of my parents. I also mentioned that i had both their NRIC and a letter of authorisation.

I was told by a guy on shift that both parties has to be around to do the transfer. Fine. So i went back to the same guy and told him that, since i cannot do the transfer, can i at least CHECK on the details of the account since i have the account's holder NRIC and letter of auth.

Prior to this, i was informed by a Singtel customer service operator that IT IS POSSIBLE to do a check if I have the necessary documents. And I CLEARLY MENTIONED that i'm not requesting for the transfer, i'm only asking if he could CHECK on the account and let me know the details.

However, he gave a nonchalant reply stating that "both parties need to be around to do the transfer". And even after repeating myself TWICE that i only wanted to CHECK, he brushed it off and said "no."

He obviously wasn't listening to my request and was too lazy to even do a CHECK. BAD service and BAD attitude!

I have request to recontract my business line few times thru sme sales but was ask to do it on line. I face problem with e-order payment but couldn't get assistance. Then I saw web promo (see enclosed), I call in and ask for help but still have not get a callback from e-shop. Booked delivery, delivery agent further delay my delivery, found SingTel has been very unprofessional in handling a loyal customer. Denying action for the $600 worth of watch n data is very unacceptable, appreciate if this matter to be resolved urgently and revert. Thank you.
Carol Han
3J Shipping Agencies Pte Ltd
+[protected]

Hi writing to you about how your singtel service can be negligent. After explaining to various department they still can TERMINATE our account and even ask us to pay up more in order to re activate the service . Plus told us that our package is not due till 2020, if needed to terminate we need to pay about $600 penalty feel . This is a DAY LIGHT ROBBERY . We went to the HQ and have been paying on a contract basis but they still can suspend the account without any pior notice and now terminate . There hasn't been WIFI or we can't watch any channel because of the termination . Singtel just anyhow merge the account and terminate without any valid reasons . All they want is more MONEY . I'm sorry to say your service sucks to the maximum. I am going to bring this to the higher authority.

I had just re-contract my mobile post-paid plan with SingTel Mobile Online Shop. The website mentioned that there will be a free gift given if the collection option is either via pop-station or delivery. However I tried to select the option to collect at one of the SingTel shop and when I checked out my shopping cart, the free gift was actually indicated in my order summary. Since the free gift was also shown on my order summary via self-collection so I decided to submit my order and make payment.

The next day I decided to call SingTel to confirm that the free gift will be given to me even though I have chooses the self collection option. The customer service officer only get back to me after checking for one full day, they mentioned to me that no free gift will be given to me and if I would like to have the free gift I will need to cancel my current order and re-submit a new order again via colleting from pop-station or delivery option. They will only refunded the amount that I had paid for the device to me after 2 to 3 weeks time, so I told the customer service officer whether I can re-submit the order after I get my refund back and she mentioned that I am allowed to do that but provided the free gift is still available.

I have been with SingTel services for about 15 to 20 years and all the while when I re-contract my SingTel services regardless is Fibre boardband, Mobile or TV, I will have to keep calling SingTel to adjust the contract or subscription items which I have not subscribed/ or already pre-informed SingTel in advance to remove it. Overall I feel that this type of experience is still not that bad which those can still be reversed, just that will have to keep calling SingTel during the re-contract period. However I think that this time round is the worse experience I have with SingTel, a free gift that was promise to be given in the order summary will not be given to me anymore and what the purpose of indicating this free gift in my summary order?

Hope that SingTel Management will look into this. I think there are really problem on your online shop, probably your should take a closer look at your online shop from the beginning of shopping till payment is completed.

26/6/2019, just came out of the above Singtel shop. Was totally frustrated with customer service Jasmine Teo's attitude. Was there to find a new handphone to replace my Singtel contracted (business) handphone that kept rebooting. Jasmine Teo put on a very high-handed approach to tell me about the strict rules regarding the need for documentation to recontract under business handphone line and also the need for my wife to come down to the shop if I wanted to recontract under wife's account. She also try to brush me off by saying that I should go to the Sony service center rather than a Singtel shop to repair my phone. When I asked for the shop manager, she replied that the shop did not have a manager to deal with me.

I was totally disgusted with her hands-off approach but fortunately Mr. Chun Wen was there to assist me when I am most helpless. The service he provided was exemplary and I bought a new phone on his advise and he even helped me set up the phone for immediate usage.

I just want to ask Singtel how come there is such a large discrepancy in the service quality of their staff and should not something be done about this quickly. Would appreciate a proper reply. My email; jason.[protected]@uvest.sg.

Regards
Jason Ang, a customer that has been with Singtel for more than 30 years.

On 30 May 2019, I applied Singtel sim only plan via online. At the end of session, it said will email to me order confirmation. I was hoping within few minutes. But I didn't see any email even after 10 mins. I thought that internet connection error or website error. And I tried another application. Still the same screen popped up. So I gave up.
Sometime later, I received TWO confirmation emails together. So I called to customer service and I explained everything. She agreed to cancel one and one remain. Order ID #[protected] is valid and ORDER ID #[protected] to cancelled.
I called to check customer service regarding my order 10 days ago. Customer service, she said let her check and will contact me back after 1 or 2 days. Nothing is happening till 25 June 2019. So I called again. Customer service asked me a lot of questions again. I explained all of my story again like once upon the time... Guess what is the result?... she said "Will contact me back after 1 or 2 days".
Today is 26 June, one girl from Singtel customer service called me. And she explained all of my order had been cancelled due to processing error of other department. And she said I can apply again by two options. Whether apply via online or I personally visit to Singtel shop. I told her "of course, I knew these options since I applied... I just wasted almost one month... And you you said is do it all start over again."
All she said is just "Sorry". She somehow correct. I feel really sorry to waste almost one month.

I was travelling to Australia from singapore and on landing Australia on 21st May 2019 my phone was on and I just used my phone to turn off the data roaming

The singtel bill no [protected] which I received have ridiculous charges for this data roaming usage though I never used any data

Date of incident - 21st May 2019
Data roaming usage - 3.1738 MB
Data roaming charges - 138.85 SGD

I would like to request a refund of this amount 138.85 from my bill as this price is ridiculous .Also you could check my data usage activity for 21st May.I am really very disappointed with Singtel and if not possible I would like to change my Singtel carrier service to switch to a different carrier

Attaching the bill details with highlighted entry of the amount which I want to be refunded

Thanks

Singtel has been my only preferred telco since 1990s, for personal or business lines. However, I am utterly disappointed with the way Singtel handle a filed police case incident this time.
I filed a police report 1.5 years ago on an ex-employer fraud and cheat Singtel for 6 iPhone delivered to a phantom company address, under my company letterhead, fake email and forge my signature. During that time Singtel deliver 6 iPhone to the phantom address under her instruction and continue to bill to the address. Somehow, only 6 months later after default payment and charges on early termination, Singtel then revert the bills to our registered address, then we know of this crime. We are a loyal corporate customer to Singtel with 15 mobile lines (bearing same suffix in last 4 digits) aside business lines and broadband. I don't know why Singtel did not verify the incorrect address instructed and email or a HP of contact at that time. now 1-year past and we cannot make changes to our pans and was told by Customer Service, the directors (in personal name) and all accounts hold by Company is block. We cannot do anything to our lines, even some with low plan cannot be upgraded. We are now stuck. How Singtel higher authority can investigate and help on this?
We cannot be blamed for the forging case. Another telco whom the culprit did similar act, did not pursue and they note police is handling the case. We are not penalised. So why there is no flexibility on Singtel side?
Start from negligence on verifying address, signatory, email. We had asked proof from Singtel on who signed receipt on the 6 iPhone at the address Singtel deliver, no one can give me proof of delivery and I think company rubber stamp was not used at endorsement. We are very frustrated on how Singtel affirm "the oustanding sum of $10K" not paid, means we are barred from any plan's changes... Yet, we still continue to pay monthly for the 15 lines subscription, some iOne and unused numbers.
I need Singtel to give solution, not just block off our services and insist we need to pay in full for the outstanding as filled in police report. Thank You.

Driver of Singtel van, registration plate number GV159C, was seen driving dangerous along Bukit timah road, without signalling and turning. Driver decided it was wrong turn and swerve back onto the lane. Subsequently was seen using handphone without earpiece or hands free device (refer to attached photo). I won't hesitate to submit this photo to traffic police Singapore.