Very unhappy Customer. Complaint on Starhub's Unnecessary hard stand
First, let me say that prior to this matter, Starhub(SH) has been very good and prompt with their service & enquiries. And for my hp line I have no more contract with SH.
I am a loyal SH subscriber for the past 10-11years, so much so that I even recommend SH to my friends if they would like to change telco.
Even during the instance a few years ago where I could get more than what SH could offer if I switch telco, I chose to remain with SH.
My home Maxonline, Cable TV, Wife hp are all under my name. My Sis hp and mum hp all switch from M1 to SH upon my recommendation.
Recently my Biz is not doing well (Self Employed), hence I got to drag my payments abit. In April my outstanding bill for mobile was 600+(3mths) , and I paid 400. Last month May, my outstanding bill was 400+(2mths) and I just paid 400 on 03/06/13. Balance 268.64 I assume would be for June or maybe May.
However, SH decided to cut off my line despite me calling to explain the situation and hoping they can understand. Apparently they are all unfeeling robots or what?
The line was cut last wed 5pm. I called using my friends' hp to call into 1633, and placing my sis hp number to route the usual voice recording to explain.
To cut it short, they said the fastest they can do it is by 24hours.
So I waited.
Thursday morn came. Still NO SERVICE. I called them again and they said my request was turned down.
SH told me they could only reinstate my line if full payment is received. I told them I would try on Mon. SH asked if it is full payment I told them I don't think so but I would try.
OK, so I got to wait another 12 hours and my line was reinstated at around 7-8pm.
Still OK, not too bad.
Monday morning came. 400 Via AXS machine@ 9.57am. Thought everything is OK so happily continued with my life.
Line was cut around 8pm.
Like I said, balance of 268.64 only.
I called SH Billing, spoke to person called Kenji. He told me no, he cannot reinstate my line. There is nothing he can do. In a fit of anger, I told him I would like to cancel all my starhub accounts. He told me if that is my choice I can do it. Angry..... said bye and hung up.
After speaking to him, I realized I did not get the person's name who said I cannot reinstate my line.
So, I called again. Spoke to a lady called Meredith who after much pestering on my part, gave me the name KEN YAP, a team manager from the Billing Department.
So, Mr. Ken Yap, do you want to lose a 10-11 year SH customer by being very silly and stringent on the rules or can you reinstate my line? Not that I never pay my bills, just late payments only. And each time is quite a big amount.
Or would you rather let your company lose a loyal customer who has stuck with SH for the 10-11 years?
Mind you, in biz & banking, this is called BIZ RELATIONSHIP. Apparently, SH doesn't like doing biz like that right? I would suggest SH set up a biz relationship team like the Platanium Club which I was a member. Instead of focusing on membership & perks, focus on relationship building. Much more worth it.
Of cos, ur superior may have your back. But before this letter gets to the media or any other forums, I would like to know the reply first.
Jason Ngiam C S