SingTel
Reviews and Complaints

I emailed in to Singtel on 30th April 2018 to seek help resolving a mistake made by their staff. Earlier that month i made a call to Singtel on behalf on my mum to enquire about a billing of a broadband sim card tagged to her bill account that we did not know about. Singtel told us that the account this broadband sim card was tagged to has ended its contract years ago. So i asked them why then was it only charged now and since the contract has ended, why was it not deactivated. I was then promised by their staff a malay lady that the sim card will be deactivated and the bill waived. She said she will call me back once it has been deactivated. I gave her my mobile number to call me directly instead of my mum.

on 4th April. i realised my broadband sim card tagged to my phone number under my bill account could not be used. I called Singtel to ask them and they said they will have it delivered to me. I received this sim card.

However, on 30th April i received yet a reminder of the bill that was under my mum's account. I emailed Singtel quickly regarding the issue and was promised a follow up in 3 business days. 5 working days passed and still no follow up from Singtel. I decided to send them a message through their messaging app. I was then told that they could not give me a call back due to whatever reasons they did not state.

I called them on their hotline on 1688 that very day and was spoken to by a staff Akmal who again took down my particulars and promised a follow up. He called me back several times after that call but non of which was to solve the issue and only to make more queries of the case. He promised that he will definitely give me a follow up answer. It has 6 days since.

I also received a message from the singtel app ensuring me that bill has definitely been waived and that there was no usage showing and that my case has been escalated and i will surely get a follow up call. None of this promises happened.

Just yesterday 20 May 2018 i received from Singtel a letter demanding a payment yet again for the under my mum's name.

No apology from Singtel for cancelling the wrong number on the wrong account.
No service recovery for all the promises of the call back or follow up.

The home line was delivered on the 10May18 but the add-on service were not activated. I make many calls and spoken to Quesh, Dahir, Ilia, Craig and etc all promise to get this turn on for me but it has never been done. Yesterday I was on the call and was most of the time place on hold for more than 40 minute but they still not able to activate the add-on service. I have ask to escalate or put me to the manager but they refuse.

Not sure how else I can get help ?

I'm Alvin Lim and my number is [protected] email: [protected]@gmail.com
Incident 1). On 7th May 2018, I went to re-contract my combo 12, home broadband & mio TV at Causeway point. As my card expired in end March 2018 & before that I did called Singtel to check on my Prestige Card, the reply was that I would be given priority queue number. But I was told by the queue staff that the queue system base on my NRIC did not reflex that I am a Prestige Card customer and my Q-number was 82 mins. I called 1688 and they could not give me a reply and was told that they would call me back thru my mobile. 27 mins wasted just to get an answer that they will call me back! (Till today, 15 May 2018 and I have yet to receive any call with regards to my Prestige Card status.
Incident 2). On 11th May 2018, I went to sign up a new line for mobile share plan for my relative. I was shocked on the 14th May 2018, when my relative asked me when the new number can be use. I called 1688 and was told that they will check and will take 3-5 working days to reply back. What the heck! New line and cannot use.

Hi,

It has been more than 3 days since I wrote in and has yet to receive a reply from SingTel. It is disappointing to know that SingTel has no integrity on this matter. If you need more time to look into my issue, a short reply to that effect would have been appreciated. Please refer to my submitted complaint below: -

"Dear Customer,

Thank you for taking time to write to Singtel.

We have received your feedback and we will reply within 3 working days.

Should you require urgent assistance, please visit http://info.singtel.com/contact-us.

Please do not reply to this email as this is a mailbox for email acknowledgement purposes and not used for customer interactions / correspondences.

You may find a copy of your feedback below for reference.

Your Comments: Dear Sir/Madam, I write to voice my unhappiness over how Singtel had charged me for the 6 months free trial of Movies+ and Family Learning. Please allow me to elaborate. On 6 October 2017, I received a phone call from Singtel informing me that if I were to recontract my Singtel TV ([protected]) comprising of Jingxuan Starter at $27.94 and one HD set-top box rental at $4.58, I will get the following benefits: 1) Free Jingxuan Starter for 6 months 2) 50% discount for 6 months for Family Learning 3) 50% discount for 6 months for Movies+ I agreed to recontract and subsequently received an email from Singtel with the Order Agreement (3097281) dated 6 Oct 2017 attached. However, the Order Agreement indicated an activation date of 17 Oct 2017 and the 6 months promotion validity period to be from 17 Oct 2017 to 16 Apr 2018. I, personally, did not keep track of when the Movies+ and Family Learning were activated. When I received my Singtel bill dated 20 Nov 2017 for the billing period 13 Oct to 12 Nov 2017, I was puzzled to see another date of 25 Oct 2017 to be the actual activation date but what is even more puzzling is that it also shows that the promotion validity period will end on 6 April 2018. Now as a layman, I only know that if the services were activated on 17 Oct 2017 then the validity period will end on 16 April 2018 as shown in the order agreement. If the actual activation date is 25 Oct 2017 then it follows that the validity period should end on 24 Apr 2018 and not 6 April 2018 as shown in all the subsequent billings. If I am wrong then there is a contradiction in your billing and the Order Agreement mentioned above. On 21 Mar 2018, I called 1688 to inform Singtel that I do not to want to continue with Movies+ and Family Learning when the validity period end. For this, I have also received an Order Agreement ([protected]) dated 21 Mar 2018. When I received my March and April 2018 billing from Singtel, I was aghast to see that Singtel had charged me for the period from 6 April to 25 April 2018 - pro-rated for March billing but full amount for April billing.in my opinion, I should not be charged at all since the activation of both services were made on 25 Oct 2017 and not 6 Oct 2017 as indicated in Order Agreement [protected]. I called 1688 twice to seek an explanation but they were not able to clearly explain the manner in which I was billed. If I am wrong in my assumption, then I would really appreciate if someone from Singtel can explain to me why I am wrong. Yours Sincerely, Ronnie Tan Eng Kwee Mobile: [protected]

Consent: You have read, understood and agree to be bound by the Singtel's Data Protection Policy as may be amended from time to time and agree that we may collect, use and disclose your personal data as provided in this form for the purposes set out in the Singtel's Data Protection Policy. Where you are providing us with personal data of another individual, you warrant that you are authorised to consent to the Singtel's Data Protection Policy and provide us with such personal data on his/her behalf.

Yours sincerely,
Singtel Customer Care"

On 8 May evening I made a call to re-contract my singtel tv subscription. After the call my tv went blank. This morning I called and a Ms. Carol took the call and she assured me that it will be resolved and someone will call me. No one called. Later that evening my tv is still blank. I called at 4.30pm and waited till 20 minutes until the same lady Carol took the call. I asked her why my tv is still blank and she put me on hold for another 15 minutes! Then she said the same thing again that someone will call me. I was still talking and she cut the line. I was so surprised that she cut the line. I have dealed with other singtel CS and they were very quite helpful. This Ms.carol was not professional at all when she just cut the line without trying to resolve my issue with the tv. I called again and was made to hold on and wait for another 20 minutes when another operator answer my call, Mr.Yoges. He was eager to assist but he said that he can't do anything to resolve my issue. He said that he will escalate the issue and will get an officer to call me back. This was because Ms. Carol deliberately cut my call and went for a break. At 6.45pm I called again and this time waited for 15 mins and a Jessie answered the call and she did not bother to help and keep on uttering something else and I don't understand her English. She tranfered my line to a ms Laxsmi. Now, thia lady asked for my verification and after tye verifications she said thay she cant help me and will get someone to call me back. They never did. I'm a customer with singtel for the longest time and I always re-contract my line and it was done without any hassle. This time around my whole day was made to on hold to the phone when I dialed 1688. It's a very bad experience for me as Im thinking of changing to another service provider who can render a better service to their customer. I just want to re-connect my line and it had made my whole day a nightmare by speaking to 6 singtel operators and holding on the line from 4.30pm to 5.15pm then from 6.30 to 7.15pm. The technical team are seems very unprofessional and the operator ms Carol was not professional at all who cut my line and went for a break without resolving my issue. I will write to the media to get some explanation from singtel. Its been 2 days I did not have any channel even though I have re-contract my singtel tv. This is a very serious issue of singtel customer service not up to the level and even cutting off the consumer.

Through Singtel online feedback and social media, I have been lodging a number of complaints against the very poor customer service, technical support and even no follow-up thereafter with all sort of lame excuses and useless troubleshooting instructions by the hotline 1688 as well as Temi and George, Team Manager of E-mail Resolution Team, Consumer Operations

Instead, I have to call each time to follow up on my reported delayed SMS OTP case to get some responsive reply but received the same old excuses "reset your line", "re-insert your sim card", "swap with another phone", "no problem at our end", "SIM card problem", "mobile phone problem", "sender problem" and recent "no delay on our end".

My problem is still unresolved since Feb 2018. Talk is cheap, 1688, Temi and George without proof to support all your above claims whilst I have provided proofs to support mine. And even the recent SMS testing conducted by Singtel directly in which delayed by 25 minutes on my mobile as per Singtel's request. But Singtel unable to provide a satisfactory answer and still investigate after more than 2 weeks with the same excuse no delay at our end.

Hopefully, this complaint will bring to the management's attention.

Hi,

RE: Poor and disoriented customer service by KS Goh on Tuesday 08 May 2018 between 10.34am to 10.46am

Thank you for your time.

I waited for almost 10 minutes to be able to speak to a human after listening and following instructions played by machines.

I'd merely wanted to ask for more information on ready roam related charges and I was cut-off by this man who merely wanted to be known as KS. When asked for his full name, he sound ashamed to share. I had to repeat myself just to get his full name - KS Goh.

I was told to verify my particulars before I the enquries could be proceeded. I explained that my mobile is under my spouse's and that I could provide him with my spouse's name & IC for verification. KS Goh insisted that he needed to speak to my spouse in order to proceed, without even asking for the purpose of my call!

I explained further that I was already logged into the Singtel App and merely wanted to find out more information and that I've spoken to someone else earlier on, but he insisted speaking to my spouse! Is this necessary? If so, must we arrange to be with each other every time before we are able to call Singtel for any enquires? Or are we not allowed to have mobile phones under another person's name?

For a moment, I felt as if I was talking to a robot or answering machine that was not as responsive!

Minutes ago, I called the same number (1688) and spoke to a more professional personnel who asked for my particulars in addition to my spouse's as 3rd party verification. A pity I did not ask for his name, but I'm very certain it was not KS Goh.

Is there no standard protocol for Singtel customer service?
Was there even any training provided at all for all customer service personnels?
Can't anyone from the public (non Singtel customer) call for enquiries on the services you're providing?
Could this be one of the reasons that Singtel may be facing that is leading to more customers leaving?

KS Goh has made Singtel seemed so unapproachable and with definite limitations of services.

Just this short 2 minutes of unpleasant conversation with KS Goh made me wondered if I've made the right choice in staying with Singtel.

I've always believe that I'm paying not just for usage, but for better service qualities that Singtel had provided in the past (before this call), despite many other attractive services other telecoms companies are promoting.

I would urge the management to look into this matter seriously and seek improvements in your service quality, perhaps engaging professionals to provide training and re-training on how to speak and introduce flexibility in order to retain your customers at least, if not new.

Thank you and regards,
Jane Neo

Dear Singtel

For months, I have to reset the wifi more than 5 times. The internet is so horrible! I've tried to switch between the normal network and the 5G network but there isn't any different.

I have to use my own data to stream videos and games. Even on data, the internet is still horrible! I have called the customer service hotline before, one of your staff (might be a Filipino) told me that is because of the area I'm staying has a weak connection. By the way, I live in Choa Chu Kang. So, I'm not sure how true is this. I have friends staying in my area and their internet connection is way better than mine.

I even buy a wifi extender to boost the connection, it still does not help. I'm really fed up with the connection and the speed... Please advise.

Even for my TV, the connection is always intermittent. It freezes, saying no connection etc.

Please refer to the attached and see for yourself how horrible is the connection.

Made 2 calls to the non exisitent customer care line. Wasted a total of 40 mins listening to recorded music and messages! Worse still, to lodge a complaint is so so troublesome!

To cap it off, their fibre broadband is malfunctioning with my wifi speed at abt 20mbs, when i subscribed for 1 gb! And you thought this is bad? The wifi signal disappears every few minutes when using their junk free router.

I cant even get through to their customer care line to lodge a complaint and seek help. I will terminate my line when my contract is up! To hell with [censored]!

Dear Sir/Madam,

I write to voice my unhappiness over how Singtel had charged me for the 6 months free trial of Movies+ and Family Learning. Please allow me to elaborate.

On 6 October 2017, I received a phone call from Singtel informing me that if I were to recontract my Singtel TV ([protected]) comprising of Jingxuan Starter at $27.94 and one HD set-top box rental at $4.58, I will get the following benefits:

1) Free Jingxuan Starter for 6 months
2) 50% discount for 6 months for Family Learning
3) 50% discount for 6 months for Movies+

I agreed to recontract and subsequently received an email from Singtel with the Order Agreement (3097281) dated 6 Oct 2017 attached. However, the Order Agreement indicated an activation date of 17 Oct 2017 and the 6 months promotion validity period to be from 17 Oct 2017 to 16 Apr 2018. I, personally, did not keep track of when the Movies+ and Family Learning were activated.

When I received my Singtel bill dated 20 Nov 2017 for the billing period 13 Oct to 12 Nov 2017, I was puzzled to see another date of 25 Oct 2017 to be the actual activation date but what is even more puzzling is that it also shows that the promotion validity period will end on 6 April 2018.

Now as a layman, I only know that if the services were activated on 17 Oct 2017 then the validity period will end on 16 April 2018 as shown in the order agreement. If the actual activation date is 25 Oct 2017 then it follows that the validity period should end on 24 Apr 2018 and not 6 April 2018 as shown in all the subsequent billings. If I am wrong then there is a contradiction in your billing and the Order Agreement mentioned above.

On 21 Mar 2018, I called 1688 to inform Singtel that I do not to want to continue with Movies+ and Family Learning when the validity period end. For this, I have also received an Order Agreement ([protected]) dated 21 Mar 2018.

When I received my March and April 2018 billing from Singtel, I was aghast to see that Singtel had charged me for the period from 6 April to 25 April 2018 - pro-rated for March billing but full amount for April billing. In my opinion, I should not be charged at all since the activation of both services were made on 25 Oct 2017 and not 6 Oct 2017 as indicated in Order Agreement [protected].

I called 1688 twice to seek an explanation but they were not able to clearly explain the manner in which I was billed. If I am wrong in my assumption, then I would really appreciate if someone from Singtel can explain to me why I am wrong.

Yours Sincerely,
Ronnie Tan Eng Kwee
Mobile: [protected]

Dear Sir /Madam

[name removed] S7476010D

I am very disappointed with Singtel. I called Singtel on Wednesday 25 Apr 2018 to get my private home number changed as I received wrong number calls. I was informed that my new number will be activated on 27 Apr 2018 and all charges will be waived and I need not pay anything for the new nunber but to date my new number has not been activated. After calling Singtel several times, I was informed that it's a system order error and was informed on Sunday 29 Apr 2018 that my number is activated and I was asked to troubleshoot but till now my number is still showing as invalid number upon calling. I've tried many times rebooting but my OTN is still not showing the phone line light

I was informed that a personnel from Singtel will contact me but to date no one contacted me for the oast 3 days since Friday, we are not able to use our home line. How is Singtel going to compensate me on that.

I hope Singtel will either activate and rectify my new number backend or send a technician down ASAP to my home to rectify it.

Thank you

My Singtel account stands at 500 dollars today when you finally suspended my data roaming charges.

I was on a 19 dollar 18 country roaming deal which ended at 23.59 hrs on the 23rd of April.

So imagine my surprise to wake up to a 450 dollar plus bill i am going to be totally honest there is no way i am prepared to pay that you can charge me for the 30 day roaming package but the roaming charge is unjust and totally unacceptable.

My singtel number is 0065 [protected]

I would be most grateful for your help in this matter

Had scheduled to set up Singtel TV and internet for Apr 17 at 3pm. Even received an email on that confirmation. However, on the actual day of installation at 1pm, Cust Care called to inform that they will cancel the installation due to work order issue. They said the other team will call me but until today 23 April, not even a call was received. However, one of the Cust Care officer told me that the bill starts charging from 18 April, a day after the initial setup which never happened! What is this!Can you imagine the time to call the hotline and wait to be served everyday, just to receive empty promises? I did that every day despite having to deal with the house moving. Yes, a few days of moving into my new house with no TV and internet! Can you imagine? I really regretted signing up for the package and demand a valid reason before I proceed with the package.

In January 2018, I made a call from my office phone to request for a waiver for data usage in Arab Saudi.
Customer service officer, Siti, agreed to help and to put up the request. When asked how much should i pay for my January billing, she said $240 and i made my payment before the due date.So i assume that tge waiver is successful as there is no follow up.
In February, my handphone line was cut.
I contacted singtel and spoke to Nik, which later put me through billing. I was told that the call in january was NOT detected and no such request were made. This should not be the case.
Nik assist to put up the request and billing lady told me to pay the balance of $10.92 which i immediate paid and that they will reconnect my phone with no recomnnection fee charged. No follow up on the waiver issue after that also.
In March, my whole Singtel bundle including my 2nd handphone was disconnected! I called Singtel again and spoke to You Liang this time. He told me that the waiver request is still pending approval! From february to march is too much.
This is causing me unnecessary stress and is ridiculous. The request was as simple as waiving off the amount as the overseas data usage was already converted to the overseas unlimited data.
With your service officer telling me that there is a glitch in the system and singtel is transfering data that cause my feb billing to be delayed etc.
Now You Liang is asking me to pay off the whole $770 and promise that once the waiver is approved, the balance amount will be credited into my account. Because i trusted his words, i made that payment immediately that night. I saw the amount credited in my bill and its magic, because after i made that 770 payment, it was instantly waived. Magic.
Now suddenly for my April bill, i saw charged of $20 EACH to all of my subscriptions as reconnection fees! This is absurb and ridiculous. I do not want any explaination on this matter because i do not tolerate excuses and i insist that all these roconnection fees be waived off immediately.

I have made many many phone calls to Singtel customer hotline (1688). each time that Singtel promised to call me back and yet more than one month pass nobody has called me. Yesterday, I received Singtel bill and they even charged me for those channel which I cannot watch (do not have the assess). it is really ridiculous. Actually, this is a simple issue and I have asked them to send someone to my house to fix it so my family can watch the channels. Singtel just ignored the customer. We need want to make a complain and hopefully someone can help us to solve the issue urgently. right now, I will not pay the bill until Singtel solve my issue. My contact number is 65 [protected] email address: min. [protected]@hotmail.com

Hey singtel,

why was my wifi cut off last night ?

are you all trying to disrupt my line after all that has happened to the problem you have with my rewards ?

and last night, i received your singtel message telling me that i am now being charged for the extra data, in which you all cut out my wifi !

do note that i shall not be paying for the extra charge and i hold you all liable for this extra charge.

And now what is the solution for what has happened last night ?

now, i need additional data as i need to use my phone !

i am waiting for you to contact me now on how you will solve this !

- why was my wifi cut off ?
- how are you going to compensate me for this extra charges ?
- how are you going to give me additional data to use now ?

Received a call to upgrade the current ADSL to a fibre optic. Appointment was arranged for installation on 25 March. About a week after the installation, a $53 subscription fee was reflected on the latest Singtel mio tv bill.
Subsequently on 30 March I proceed to a tele shop at Tampines to enquire but was make to talk to a sales person thru a tablet which was not able to give me an appropriate answer but was told that an officer will call me.
Feeling frustrated, I returned the next day with set top box and modem to terminate my contract but was told that I have a new 2 year's contract. I than ask the officer to show me the new contract but was told I need to call the sales office. After calling the sales department I was again told that an officer will call me.
A few days after not receiving any call, I call 1688 (not easy to have your call answered) I was again told to wait for an officer to return my call. Till to date I have not receive any call from Singtel.

My landline [protected] has not been working since early March 2018 .
Numerous phone calls have been made to your call centre but until now the problem has not been fixed .. No explanation has been given for the delay This length of time is unacceptable in a country like Singapore .
Singtel should have the courtesy to inform customers the reason for the delay and not expect them to keep calling to find out what is wrong . It has been a very frustrating exercise and one that makes customers loose their trust in tbe organisation.I would like to thank the officers who answered the calls for their help but so far the authorities have not even bothered to contact the owners regarding the issue
I hope this matter can be resolved as soon as possible

I make enquiries about my Singtel apps regarding the record which shows phone calls has been made from my Singtel
Number. No one can explain or help why calls were recorded when I didn't even put my SIM card into the phone . The staff were very incompetent especially foreign worker. Now I end up paying for those calls which can be rectified if I the staff has helped me to track the source of the calls. I want to commend crini for helping me this morning to resolve this issue. After approaching staff at Singtel shop at Marine Parade and making numerous calls and after one month of worrying someone finally give me the answer. Another complaint o want to make is I was misled into thinking I can sign up for HOOQ at Singtel and try for three months and if I cancelled it then there is no charge. It was not so and I have to pay penalty. The call centre staff even tells me it was cancelled but I received a contract agreement through email which says I have to pay penalty . The score I want to give Singtel now is minus 100

Hi Singtel,

Around 12 pm, I call singtel 1608 that our Avaya system is unable to make incoming and outgoing call. Suspect singtel service problems. Entire company is unable to make / receive phone calls.

Customer care "Ansilm" say, there are no available slot today. I told him, this is ridiculous as its Singtel service disruption which should be priority 1, as entire business telecommunication is down.

After that, he say, he will escalate. After close to 2 hours, no on call me, and I call back (and Nadia pickup the line). After that Ansilm called back, and say today no technician unable to attend, as OUR building management requires 3 days clearance before singtel can access our building.

We have confirm with our building management there is no such requirements.

Then, I called back Ansilm to inform that, there is no such requirements (3 days clearance period), before singtel can enter our premise. I ask for the peron's name whom make this statement, he dare not give.

Firstly, the staff are not very polite nor proactive. Especially Nadia.

Secondly, the entire company is not able to make calls, due to suspected singtel service disruption. This is compromise of singtel's service.

Thirdly, singtel is dishonest. They lie to their customer to cover their resource issue / [censor] !

Fourthly, the staff lack passion, and sense of urgency.

Please review internally. This is a very bad customer support and I am ashame to get this from a Singapore-based company !