I am very upset and desperate about the customer service of Singtel and the customer service hotline is not able to help me with the issue, I will reproduce this letter to all the public media to draw their attention to this incident and will like to cut all my exisiting contract with Singtel if I did not receive any reply within today.

The multiple lapses by your company staff are as follows:

1) I have called on 13Sep10 to terminate my existing broadband service w.e.f 15Oct10. The staff have promised to do it for me and the charge of broadband will be pro rata until 15Oct10, my next month bill (Oct 10) will reflect it accordingly.

2) In addition, I added that there is a SGD 0.09 charge for ringtone reflected on my bill while unsubsrcitpion of the ring tone was done by me very long ago. Once again, your staff also promised that she will refund me SGD0.09 and it would be reflected on my next month (Oct10) bill. She directed me to pay SGD0.09 less of the reflected amount (i.e. SGD106.26 instead of SGD106.35) and the outstanding amount would be offset automatically on my Oct10 bill

3) I trusted that the staff has done her job and did not pursue further.

4) I received my Oct10 bill 2 days ago. And noticed that the staff did not do any amendments on the bill AT ALL. My broadband service was not terminated. I was told to pay until 03Nov10 for the whole month fee. And there was still an outstanding amount of SGD 0.09 roll over from the previous bill. (Which means that the staff on the phone did not execute anything after our conservation.) I was very upset as I have spent about 45mins to explain to her the whole issue. But it was not sovled.

5) After noticing the discrepency on my bill, I called immediately on 08Oct 10:00am to enquire.
1) Staff A did not solve my problem
2) I have spent 30mins again explaining to Staff B the whole issue (whose name is Fiona). She agreed to get the approval from her department head and informed me that she will need some time to resolve the issue. She promised to call me back in 2hrs. We both agree on the phone that I would be expecting a call from Singtel to explain all the discrepency and a revised bill before 1:30pm
3) I did not receive a call until 2:00pm. I called 1688 agained and waited 30mins for the line to be connected. Staff C picked up the call and I requested to speak to Fiona. She said there was no Fiona in the department. I did not want to explain the above issues again as I have already spoken to 02 Singtel staff (A & B) and nobody could help me. I requested to speak to the manager. She refused. She was explaining that there are different departments in Singtel. And even I told her the problem now, she may not be able to help!

6) It once again demonstrated how dedicate and responsible Singtel staff is.

I signed up for BBonmobile 1st June and it has given me far too many inconvenience and troubles since DAY 1. With the package, i have the Huawei E5832 modem which can link up to 5 users. However, it was NOT HIGHLIGHTED to me (the consumer) that 1) i CANT ACCESS the net while its charging 2)it only lasts 1 hr plus 3) it requires LONG hours to charge( which i CANT USE during this time!) These IMPORTANT points were not CONVEYED to me at the point of sales.

One other infuriating issue is that every SINGLE day, I am unable to access the internet from 5pm! I cant open even 1 single website (google/yahoo) after this time while i am paying for 7.2 mbps speed of $39 every month. It comes with a 50gb data bundle but in 1 month i could only use 2.3gb (which is 4.5%!)Is this even acceptable?

Calling the technical helpline does not help (tried everything!)and going to the Hello store does not help either. The customer service officer 'Henry' was not helpful at all claiming 'I understand Mdm' countless times but obviously he does nt understand at all! Even saying that they are a listed company and cannot anyhow 'suka suka' change modems. And when he check with his 'manager' behind the doors, he came back and said they would like to help But they have no spare USB modems to change for me. He said there are NO SPARE for me but they are available for NEW SIGN UPS! What is this?!!! It really is ridiculous as i cant use while the device is charging which is not made known to me! What use is the 'up to 5 users connectivity function' when i cant assess 1 webpage with just 1 device?

Everyone claims to have NO AUTHORITY to help or propose solutions to me at all. I am frustrated with the lack of empathy and service to this whole issue and utterly disappointed with the level of service given to me as a singtel consumer for years!

I tolerated enough and see NO POINT in paying $$$ every month for what i cant use when i am unable to access the net daily!! I am currently waiting for the so-called coverage department to get back to me and assess if there really is a network problem (which will take 4-5 working days?!!?!) I just want REDRESS from all this inconveniences. Who can really help consumers like me?