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johncornz

Esteemed Commentator

 • 

6 Messages

Tue, Jan 15, 2019 9:00 AM

Recontracted MaxInfinity 500mbps plan grossly overcharged

Hi,

 
*I'm posting this publicly in here as your customer support team cannot get its act together to reply my urgent email.
 
I'm writing to dispute an overcharging of over $200 on my recontracted Starhub MaxInfinity 500 Mbps broadband plan for November and December 2018.
 
Timeline of events:
-On 29/10/2018, I recontracted my old fibre broadband plan to MaxInfinity 500 Mbps.@$29.90/month, with a one time reactivation charge of $56.71
-On 5/11/2018, I received a confirmation email from a Tay Yong Quan that my recontract is successful, and that the plan will take effect from 07 Nov 2018 (see Tay's email reply below)
-However, when i got my November bill for period (16/11/18 - 15/12/18), I was charged $180.68!
-Again when i got my December bill for period (16/12/18 - 15/01/19), I was  charged $179.76!
-If my math is correct, I should only have been charged the:
1.one-time reactivation charge of $56.71 
2.Whatever pro-rated amount under the previous plan up till 7 Nov 2018
3.And monthly recurring of $29.90 for Nov and Dec
Total: $116.51 + whatever pro-rated amount for the old plan
 
At most, my bills for Nov and Dec should not be beyond $150
But my bank statements were excessively charged a total of $360.44! 
 
I demand an immediate explanation and a refund of the excess.
 
This is unscrupulous behavior on Starhub's part.
If i do not receive a reply within 24 hours, i'll proceed to report Starhub and Tay Yong Quan to CASETrust.
 
John
 
 
 

On Mon, Nov 5, 2018 at 7:22 AM StarHub Sales - CableTV and MaxOnline <sales@starhub.com> wrote:

Our Ref :  SR  1-275983668701

Dear Mr John,

We refer to your email dated on 04 Nov 2018.

First and foremost, we thank you for your interest in subscribing to Broadband services with us.

 

We are glad to inform you that your re-contract to MaxInfinity 500Mbps will take effect on 07 Nov 2018.

  • A tiered Promotion Early Termination Charge from $428 will be levied if service is terminated within contractual period of 24 months.
  • A relocation fee of $120 will be chargeable in the event you required to relocate your MaxInfinity service to a new address within contractual period of 24 months.

 

 We hope that the information has been useful for your reference. If you require any  clarifications, please reply to this address (sales@starhub.com).

Thank you for your interest in our services and we look forward to hearing from you soon.

   
Yours Sincerely, 
   
Tay Yong Quan 
CCS Telesales
    
Note:
  
All amount quoted in this e-mail
are with prevailing 7% GST charges. Subscription charges are  accurate at the point when the e-mail is drafted. Promotion  is valid till a date determined by StarHub. Normal billing resumes  after each promotional discount period has ended.

 

Responses

johncornz

Esteemed Commentator

 • 

6 Messages

2 years ago

12 more hours left to my deadline..

simonN

Community Manager

 • 

880 Messages

2 years ago

We've received your PM, and have referred your matter to our sales team for further assistance.

johncornz

Esteemed Commentator

 • 

6 Messages

2 years ago

When is your sales team contacting me? 

johncornz

Esteemed Commentator

 • 

6 Messages

2 years ago

Jovenn, thanks for highlighting your plight. Its good to know I'm not the only one.

 

Now to further show how sneaky Starhub has become, I just tried to check my service agreement online. 

(after I saw that your screenshot of the S.A)

 

Surprise...my portal does not show any service agreement records at all!

 

And Starhub shamelessly still dares to overcharge for a plan that doesn't even exist.

 

If this nonsense carries on, they are going to get a PR fiasco soonSlide2.JPGSlide1.JPG

jovenn

Esteemed Contributor

 • 

16 Messages

2 years ago

same thing happened to me ,  luckily I don't use GIRO , I'm not paying the wrong contract amount .

 

https://community.starhub.com/t5/Fibre-BroadBand/Wrong-Service-Agreement-Switch-from-Cable-to-Fibre/m-p/168730#M17314

JacksonTZG

Community Manager

 • 

602 Messages

2 years ago

Hi John

 

I'll be assisting you via PM. Thank you. 

 

- Jackson
simonN

Community Manager

 • 

880 Messages

2 years ago

Hi jovenn, sincere apologies on this. We'll like to confirm that the contract has been updated to $19.90 / month promotion, the necessary waiver will also be done and to be reflected within 2 billing cycles. - Simon 

simonN

Community Manager

 • 

880 Messages

2 years ago

Hi jovenn, we've received your PM and will assist you from there. 

jovenn

Esteemed Contributor

 • 

16 Messages

2 years ago

hi simonN ,

 

I trust you that my contract has been corrected to S$19.90/month .

 

I have paid S$19.90 to Starhub for Dec , and S$19.90 for Jan .

debbiefa

Community Manager

 • 

842 Messages

2 years ago

Thank you for the update. As shared, the adjustment will be reflected within 2 billing cycle. 



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johncornz

Esteemed Commentator

 • 

6 Messages

2 years ago

Hi is this update for Jovenn or for both of us?I just received an SMS saying the Agreed waiver for my account will be shown in upcoming bill in Feb.however I've yet to receive any call or explanation on what happened. Please call me today

johncornz

Esteemed Commentator

 • 

6 Messages

2 years ago

*UPDATE for other starhub users facing similar issue*

 

I still did not receive any explanation nor call from Starhub, all these despite a SMS i received which said: "Dear Customer. we would like to update you that the agreed waiver for your account number 1.xxxxxxxx will be shown in your upcoming bill dated 16/02/2019." 

 

How can it be that I had "agreed to" something that I had no call/no explanation about to make an informed decision, much less agreed to? From a ethical (and possible legal) perspective, this is clearly a violation of ethics.

 

So knowing that Starhub will promise callback(s) but take their own sweet time, I called in to the hotline, and the agent on the phone told me that:

 

1. Someone had likely made a mistake when entering my recontracted plan in system, and forgot to put in the discounted tag. Therefore my bill was not correctly reflected

2.the errorneous charges billed will be offset from my subsequent bills (waiver)

3.although there's an option in Starhub portal to view the Service Agreement, you can't view service agreements as they are only mailed to you. (that's a very silly website user interface  and confuses people..why is that option even available in the menu in the first place if nothing is there?)

 

Let's see if they live up to what's promised.

 

As I've lost trust in Starhub's telesales/billing department, I've cancelled my GIRO for now.

 

Granted, I can accept that mistakes happen (I've been a call centre agent/client success person myself), but what is not right is when there is a mistake made, and a "hush-hush" cover up is done (without accountability to the customer!), and any clear ownership to the issue at hand.

 

Starhub clearly needs to work on improving transparency to customers,website user interface, response time to customers and internal accountability 

 

Hope this is the last time I'll have to waste my time make such complaints. Community managers @debbiefa @simonN@JacksonTZG, please forward my comments to your Customer Experience Head, Chris Lipman for consideration.

 

 

 

 

StarHub

Customer Service

 • 

397 Messages

2 years ago

Hi John, I have replied your PM to give you more background on the incident. Indeed we have made a mistake and we are sorry about it.  - HT

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